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KPMG Decries Poor Digital Capabilities of Nigerian Banks

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A recent study on the digital capabilities of the Nigeria banking industry carried out by KPMG Nigeria has revealed that most of the banks in the country lacked the ability to onboard a customer with end-to-end digital services.

The study, which covered 17 banks, discovered that, “85 per cent of them were unable to onboard customers digitally end-to-end.”

The 17 banks were Access Bank, Ecobank Nigeria, Fidelity Bank, First Bank of Nigeriam, First City Monument Bank, Guaranty Trust Bank, Heritage Bank, Keystone Bank, Polaris Bank, Stanbic IBTC Bank, Standard Chartered Nigeria, Sterling Bank, Union Bank of Nigeria, United Bank for Africa, Unity Bank, Wema Bank and Zenith Bank.

It described ‘digital onboarding’ as a customer banking journey experience that spanned across account opening and customer profile creation on any channel of choice like mobile banking, digital lending, self-service and customer care services without requiring the customer to visit any branch to complete the process.

The report, which was unveiled during an online media briefing by the Partner and Lead, Digital Transformation, KPMG, Mr. Boye Ademola, stated that banks need to improve their digital capabilities in order to deliver products and services via digital channels.

“From an industry perspective, we note that banks need to build capacity to transform user journeys by embracing design thinking principles, onboard customers digitally, articulate a pragmatic self-service agenda that will further reduce traffic at branches, reduce cost-to-serve and operational risks, embrace digital lending and digitize contact centres to cope with scale.

“The availability of products and services on some channels while absent on others portends a need to re-architect backend systems with a focus on APIs. Front-end systems (channels) should generally call services through APIs provisioned at the backend,” Ademola said.

He noted that it was in this light that KPMG performed a Digital Channels Scorecard (DCS) for retail banks in Nigeria, which provided an industry perspective of how effective banks are in delivering products and services to customers via digital channels.

It measured the quality of UX (user experience) as customers traverse a range of journeys to access products and services on four distinct digital channels, namely mobile banking, internet banking, USSD, and Chatbot.

The KPMG categorised the banks’ digital capabilities into four clusters of leaders, challengers, followers and late starters. It stated that leaders are banks that could onboard customers digitally end-to-end without the need to visit branches or agents and deliver innovative products to enrich payment and transfer offerings as well as embarked, “on an aggressive play to accelerate their self-service agenda for customers and are able to engage and resolve customer complaints on the channels.”

The challengers, according to the KPMG’s report, are banks that performed well on the user digital journey but lacked some of the key ingredients that should place them in the leaders’ tier. While they are able to offer effective user journeys on their channels, they fall behind the leaders on the array of capabilities and quality of user experience.

“The followers are unable to onboard customers digitally without requiring them to visit the branch, have several disjointed user journeys, limited self-service offerings and struggle with responding to and resolving customer complaints in a timely manner while the late starters either do not have several important user journeys or offer several broken journeys.”

The report showed that no bank emerged leader in digital lending, USSD, and internet banking. It noted that Wema Bank emerged the leader in mobile banking and customer care scorecard while Fidelity bank was the leader in the chatbot scorecard.

Ademola said: “Digital lending is an area where banks are really nascent in terms of evolution. There is opportunity and the time may be right with the global standing instruction, the proliferation of data and the emergence of AI. It can boost retail lending as witnessed in Kenya.

“On the average 75 percent of the banks that we assessed do not have sufficiently robust self-service futures. It is an area where there is a lot of opportunity to digitise for the banks to transfer clients to the channels away from branches.

“Customer care services showed that banks have different levels of maturity but the key challenges is around responsiveness. The introduction of chatbot and virtual assistance are things bank have opportunity to look at in this area.


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E-Financial

Confusion as CBN Deletes, Reinstates Tweet Calling Crypto-Related Directive Fake

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Central Bank of Nigeria (CBN) has been forced to deny a report saying it issued a directive requiring all banks and financial institutions to identify individuals or entities engaging in transactions with cryptocurrency exchanges and to ensure that such accounts are put on Post No Debit (PND) instruction for six months.

Confusion as CBN Deletes, Reinstates Tweet Calling Crypto-Related Directive Fake

A “Post No Debit” instruction is a directive issued by a bank or financial institution to restrict certain transactions on a customer’s account.

When a PND instruction is in place, the account holder is prohibited from making debit transactions, meaning they cannot withdraw funds or make payments using the affected account.

Confusion occurred when the central bank denied the story on X but then deleted the denial.

The alleged circular also stated that regulated financial institutions engaged in crypto or facilitating payments for crypto exchanges are prohibited.

However, this contradicts an earlier ban lifted in December 2023, allowing banks to facilitate transactions for crypto exchanges.

The central bank lifted the ban nearly two years after enforcing a comprehensive ban on banks engaging with digital currencies.

According to a statement by the CBN at the time, it recognized that the increasing global demand and adoption of crypto make it unjustifiable to maintain the stringent restrictions imposed on financial institutions in 2021.

However, due to the swift devaluation of the naira and the subsequent inflation rate of 29.9%, the government shifted its attention to platforms offering cryptocurrency services.

It disabled websites associated with crypto trading that had gained notoriety for setting informal valuations for the naira.

Binance encountered significant scrutiny when the CBN raised concerns regarding “suspicious financial transactions” occurring through Binance Nigeria in 2023.

Olayemi Cardoso, governor, CBN, said $26 billion had passed through Nigeria via Binance in 2023 from unidentified sources and users.

Binance is facing further challenges in Nigeria, with its executive Tigran Gambaryan, who is based in the United States, being detained in the country.

He’s facing five charges linked to money laundering following a meeting with Nigerian officials regarding Binance’s regulatory compliance.

Nadeem Anjarwalla, one of the executives who met with Nigerian officials about Binance’s regulatory issues, subsequently escaped custody and was tracked down to Kenya, where he faces extradition.

 


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NDIC Inaugurates Anti-Corruption and Transparency Unit

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Nigeria Deposit Insurance Corporation (NDIC) has inaugurated an Anti-Corruption and Transparency Unit (ACTU) at its headquarters in Abuja.

NDIC Inaugurates Anti-Corruption and Transparency Unit

Speaking at the inauguration which was conducted by officials of the Independent Corrupt Practices and Other Related Offences Commission (ICPC); Mr. Bello Hassan, managing director/chief executive, NDIC, said the corporation has a culture of zero tolerance for corruption, which is further strengthened by its core values of teamwork, respect and fairness, integrity, professionalism, and passion.

Represented by Mr. Mustapha M. Ibrahim, executive director, Operations, Hassan, said, the NDIC ACTU has strengthened the Corporation’s operational system through the implementation of various compliance measures to ensure ethics, integrity, transparency and accountability in the workplace.

He explained that the specific measures include robust Internal Controls, regular Risk Assessments, and strict adherence to regulatory guidelines, and comprehensive training programs for employees.

Hassan described the inauguration as a significant step in the Corporation’s ongoing commitment in the fight against corruption and enhances transparency.

He emphasised that NDIC Management remains committed to supporting ACTU activities, recognizing the unit’s critical role in ensuring the Corporation’s operations are conducted with integrity, free from corruption, and fostering public trust.

Dr. Musa Adamu Aliyu, chairman, ICPC, who was represented by Mr. Olusegun Adigun, acting director System Study and Review, ICPC, praised NDIC management for their dedication and active support in establishing and advancing the activities of the ACTU to address corruption issues and foster ethical practices.

He applauded the efficiency and diligence of the NDIC ACTU in fulfilling its mandate, resulting in the Corporation retaining the first position for two consecutive years on the annual ICPC Ethics and Integrity Compliance Scorecard.

He urged the new ACTU members to see their nomination as an opportunity to build on the good legacies of the previous members and to complement Management’s efforts in promoting the core values of the Corporation through their assigned duties.

 

 


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Moniepoint, Community Pharmacists to Explore Digital Financial Inclusion for Health Industry

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Issues bordering on the need to strengthen the pharmaceutical supply chain and distribution leveraging digital technology, reducing the prevalence of fake medicines exacerbated by the unregulated and uncoordinated open drug market, bringing digital financial inclusion to the forefront of the health industry and achieving Universal Health Coverage, UHC for all Nigerians even in the face of its expanding population and limited human resources for health care have been brought to the fore.

L- R Regional Sales Manager, Moniepoint Inc, Emmanuel Imouokhome, National Secretary, ACPN, Pharm. Omokhafe Ashore, National Chairman, ACPN, Pharm Wale Oladigbolu and Vice President, Sales and Partnerships, Moniepoint Inc, Ifeanyi Duru, Chairman, ACPN Conference Planning Committee, Pharm. Grace Ikani and Lagos State Coordinator, Richard Eseka, during the courtesy call which held at the Moniepoint Inc office in Lagos

These subjects among many were raised during a courtesy visit by some National Executive members of the Association of Community Pharmacists of Nigeria (ACPN) to the Moniepoint Inc office in Lagos. With an average of 480,000 daily footfalls across over 6,000 community pharmacies in Nigeria, the ACPN plays a vital role in Nigeria’s healthcare system as front-line workers who promote public health and well-being, beyond dispensing medications as they serve as trusted healthcare providers within communities, offering valuable advice, counsel, and preventive care.

Leading the ACPN delegation, the National Chairman, ACPN, Pharm Wale Oladigbolu lauded the giant strides made by Moniepoint in providing reliable and seamless digital payment services to community pharmacies across the country adding that some other players in the pharmaceutical still operated primarily with cash, thus limiting their growth potential and financial inclusion.

He noted that Nigeria’s health care industry was ripe for disruption using digital and technological know-how to achieve UHC, social health insurance, supply chain systems and data for policy formulation.

“This visit to Moniepoint today is underscored by our belief that a well structured collaboration between both organizations will produce transformative high yield results and benefit the nation’s healthcare system at large. Such collaborations enhance not only the operational efficiency of our pharmacies but also ensure that our patients and customers benefit from the convenience and security of digital financial services. Integrating financial technology seamlessly into everyday health services, making them more accessible and efficient for all is a noble task that all stakeholders should strive towards achieving,” he said.

Furthermore, he solicited for Moniepoint’s robust participation at the Association’s 43rd annual Scientific Conference scheduled for Ibadan, Oyo State later in the year. He noted that this year’s event will deliver a peerless experience for all attendees in terms of skills and knowledge acquisition, as well as the sporting and entertainment value added initiatives that have been lined up.

Vice President, Sales and Partnerships, Moniepoint Inc, Ifeanyi Duru who expressed his delight at the opportunity to collaborate with the ACPN and deploy the digital financial services provider’s cutting-edge technology to drive greater financial empowerment and inclusion in Nigeria’s healthcare industry.

“Creating financial happiness is our mantra and a more inclusive financial ecosystem that caters to the unique needs of the health industry in Nigeria is in perfect sync with what we stand for at Moniepoint. There is a significant opportunity here to elevate the interests of community pharmacists and give fresh impetus to the way community pharmacies operate by layering tech and digital payments for socio-economic development. The potential impact of this collaborative effort especially in bridging significant gaps in the value chain is huge and one which we relish the opportunity to tackle,” he said.

Notable professionals present during the visit include National Secretary, ACPN, Pharm. Omokhafe Ashore, Chairman, ACPN Conference Planning Committee, Pharm. Grace Ikani, Regional Sales Manager, Moniepoint Inc, Emmanuel Imouokhome, State Coordinator, Richard Eseka, Public Relations Manager, Moniepoint Inc, Bemigho Awala and Brand Story-teller, Emmanuel Paul.

Moniepoint’s comprehensive and easy to use suite of payment, banking, credit, and business management tools continues to empower over 2 million individuals and businesses across the country to thrive and better serve their communities in a manner that drives economic growth and social impact.


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