Client & Partner: Consultative Group to Assist the Poor (CGAP), MicroSave Consulting (MSC),
In expanding its services to Tier 3 cities in Nusa Tenggara Timur Province, Mitra Bukalapak conducts a limited trial (pilot-test) using two models of approach: Model 1, where the KOMIDA Field Officers (FOs) were assigned as Mitras and provided digital payment services to their customers, i.e.: the loan group members. Model 2, selected KOMIDA loan group members were assigned as Mitras and offered the products and services to customers. The pilot-test focused on three types of services, and they were airtime top-up, payment, and digital money transfer service. The pilot-test took place in four districts in NTT where KOMIDA branch offices were located namely Kota Kupang, Kabupaten Soe, Kabupaten Kefamenanu, and Kabupaten Atambua.
To support Bukalapak in the pilot-test, the following was the scope of work for the REDI team are (1) developed training modules and support capabilities for KOMIDA to introduce Mitra Bukalapak digital services to their Field Officers (FOs) and Loan Group Members, (2) provided an initial on-the-ground support team to help build momentum and transfer knowledge, and (3) Created a bespoke training program for KOMIDA sales field staff and loan group leaders relating to digital product services. The overall assignment started in March 2023 and was completed in September 2023.
REDI recruited four Digital Product Specialists (DP Specialists) to introduce Mitra Bukalapak’s application to KOMIDA FOs and Loan Group members. The DP Specialists were local partners who lived in the corresponding district of pilot-test locations. Recruiting local partners was prioritized with the following considerations: (i) better knowledge of local culture, language, and wisdom to be able to merge with KOMIDA FOs and Loan Group members, and (ii) better knowledge of geographic condition to access the loan group member’s or center meeting’s locations.
REDI developed a training module to leverage the knowledge and skills of KOMIDA FOs and Loan Group Members on the Mitra Bukalapak application. The module was developed as a handbook that can used by the DP Specialist when sharing them with the FOs and KOMIDA staff and Mitras from Loan Group members. REDI also produced banners, cheat sheets, flyers, and short videos of the Mitra Bukalapak application as marketing kits for Mitras.
The videos. Two short videos were produced separately, the first one was about airtime top-ups, payments, and digital money transfer; and the second one was about the Mitra Bukalapak application. The videos were distributed to Mitras as a complement to cheat sheets.
The cheat sheets. The cheat sheets are distributed to Mitras as a short guide for installing and operating the Mitra Bukalapak application.
The banners. The banners were produced to introduce products from Mitra Bukalapak. They were distributed to Mitras so they could attach the banner to their business places (Mitras on Model 2).
The flyers. The flyers were distributed to Mitras so they could share them with the surrounding community/potential customers and inform them about Mitra Bukalapak’s products and services that are now available near them.