In the race to close Africa’s digital divide, financial inclusion is often reduced to a numbers game: accounts opened, platforms launched, wallets downloaded, or access to digital payment tools secured.
Yet true inclusion runs deeper. As leaders like Dr. Paul Mendy of The Gambia, Gabriel Mendy of Sierra Leone, and Dr. Musa Dukuly of Liberia emphasize, real progress is not measured by access alone, but by understanding, trust, and the confidence to wield these tools in ways that tangibly uplift lives and livelihoods.
Nowhere is this more evident than in West Africa’s rural and underserved communities, where digital finance wears a human face. Behind the platforms and policies, the unsung heroes of this transformation are the agents. Trusted individuals, often neighbours, small entrepreneurs, and community leaders. They serve as the living bridge, translating complex systems and innovations into practical tools that transform daily life for rural communities.
Beyond Access: The Human Dimension of Financial Inclusion
“Until we can successfully digitalize the operations of smaller institutions and the services they provide, we cannot claim to have achieved substantial progress,” says Dr. Paul Mendy, Second Deputy Governor of the Central Bank of The Gambia.
This view resonates across the West Africa region, where agents, village savings group leaders, and microfinance facilitators are often the first and sometimes only point of contact for digital financial services in rural areas.
Dr. Mendy highlights the skills gap within grassroots institutions as a critical barrier. The real challenge, he notes, is not simply deploying new technologies, but ensuring that those on the frontlines are equipped with the knowledge and confidence to effectively champion these tools within their communities.
Gabriel Mendy, CEO of QMoney in Sierra Leone, brings this reality into sharp focus. In his experience, agents are far more than intermediaries; they are trusted advisors. “People just need information,” he says.
That information — how to open an account, use a mobile wallet, or avoid scams — often comes from agents who understand their customers’ language, context, and daily challenges. Well-trained agents provide essential guidance beyond simply facilitating transactions: they dispel myths, address fears, build trust, and foster the digital habits that enable long-term financial empowerment.
Literacy Is Not Optional — It’s Foundational
“Access without understanding is exclusion,” warns Dr. Musa Dukuly, Deputy Governor of the Central Bank of Liberia. His team’s data shows that 77% of Liberians have limited knowledge of financial services.
That’s why Liberia and many of its neighbours are weaving financial education into national inclusion strategies. And at the center of these efforts : the agents. Their ability to explain, demonstrate, and build confidence can mean the difference between temporary usage and long-term empowerment.
Empowering agents goes far beyond technical training. It means equipping them with strong communication skills, deep product knowledge, and the ability to address common concerns and misconceptions. Agents who are confident and informed can better educate customers about security practices, transaction fees, and the full range of services available.
Training for Scale: Agents as Multipliers
Training isn’t a one-off event, it’s a continuous investment. Empowered agents need:
- Strong communication skills
- Deep product knowledge
- The tools to answer questions and address fears
When trained effectively, agents educate customers and those customers educate others. The impact multiplies across households and communities.
“Agents must adapt as technology evolves,” notes Dr. Paul Mendy. “They need regular feedback, ongoing training, and content that evolves alongside new technologies and products.
Extending Financial Literacy to SMEs
Small and medium-sized enterprises (SMEs) drive local economies but often lack the tools to fully benefit from digital finance. Gabriel Mendy emphasizes the need to “build their capacity” from digital payments to cash flow management.
Tailored financial literacy programs can help SMEs integrate into formal financial systems, unlocking new markets and credit opportunities.
IIDIA’s Role: Building Collaborative Ecosystems
At the Institut pour une Afrique numérique inclusive (IIDIA), we see agent empowerment as central to building inclusive digital public infrastructure. Our role is to convene actors from mobile money operators and fintechs to governments and NGOs to align on shared frameworks, training standards, and outreach tools.
We believe that when agent networks are empowered, entire communities move forward.
The Road Ahead: Continuous, Community-Driven Learning
Dr. Dukuly points out that there is no one-size-fits-all approach, each country, and indeed each community, has its own context and needs. Engaging local leaders and community groups in literacy campaigns is crucial for building trust and relevance. When financial education is culturally sensitive and locally driven, it resonates more deeply and achieves greater impact.
As well as the landscape of digital finance is constantly evolving, so must the skills and knowledge of agents and consumers. Continuous training, regular feedback, and adaptation to new technologies are essential. Mobile money operators, policymakers, and partners like IIDIA must remain committed to empowering agents and consumers alike, ensuring that financial inclusion is not just a policy goal, but a lived reality for millions.
The Future Is Human-Centered : Agents as Architects of Inclusion
Financial inclusion is a journey that begins with literacy. Agents are the frontline ambassadors, guides, and champions of digital financial services in West Africa’s underserved communities. With ongoing training, and strong collaboration, they will continue to shape a future where digital finance is not just accessible, but truly empowering.
When we invest in their training and support, we don’t just bridge the financial literacy gap ,we accelerate the journey toward meaningful, inclusive digital economies.
The quotes and insights in this article are drawn from recent conversations and interventions made by Central Bank leaders during IIDIA- led dialogues on financial inclusion in 2025.
