Innovate.Collaborate.Elevate - Paynext 2018 June 2018 For private circulation only - Deloitte
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
Innovate.Collaborate.Elevate Paynext 2018 June 2018 For private circulation only
Innovate.Collaborate.Elevate | Paynext 2018
Contents
Foreword 04
Message from Deloitte 05
Introduction 06
Emerging Payment Technologies 10
Driving Digital Payments among Rural Customers 16
Market Entry by Global Technology Giants 22
Increasing Merchant Payments Acceptance-
the Journey from 3 million to 30 million 30
Moving Beyond: Capturing Value from
Payments Data 42
Abbreviations 54
About Banking Frontiers 55
About Deloitte 56
Acknowledgements 58
03
Innovate.Collaborate.Elevate | Paynext 2018 Innovate.Collaborate.Elevate | Paynext 2018
Foreword Message from Deloitte
Dear Payment Mavens, several trending technologies and there imperative that it gets a strong market Digital payments in India has evolved further to drive simplicity, convenience Through this report, we have attempted
clearly has been an upsurge in fintech offtake. I am often reminded of a quote into a multi-modal experience. In 2017, and mass adoption in order to penetrate to critically analyze various innovative
We have come a long way to PayNext excavation and engagements. Banks are by Dr. Sam Pitroda during the launch we had foreseen that there will be a shift the last mile. For instance, two key means of payments and their potential
2018 starting from Mpay insights in now working towards leveraging more of IMPS by NPCI a few years ago where of digital payments from physical cards opportunities are finding solutions that to see mass adoption. Further, this
2014 where we intended to map the value from the existing payments data. he said that “For any technology to be and wallets to newer forms of payments can truly compete with the speed of cash report examines the problems plaguing
leapfrogging payment revolutions that All this essentially proves that there is no successfully adopted, it has to be simple, such as Unified Payment Interface (UPI), in micro-payment situations (particularly widespread merchant acceptance
catapult the banking and payments dearth when it comes to INNOVATE. scalable and secure”. This, even today Bharat QR, Aadhaar Enabled Payment in queuing situations), and developing and suggests solutions for the same,
business to inspiring heights. This, we remains the necessity to ELEVATE any System among others. Payments through voice-driven mobile apps that can bring enabling the next wave of digital payment
believe, is one of the most happening The recent past has seen some payment innovation cards saw significant growth post in the next wave in adoption. adopters in this country. The effect of
times for the payment industry to strive, banks and wallets surrendering their demonetization, but growth since then entry of technology giants has been
thrive and prosper with innumerable licenses, while some others merging We, sincerely hope, this report comes has sobered down. The new regulations In all this effort, payments businesses examined and finally the potential of
options pampering the customers with or redefining themselves to make their quite handy to you in future, crafting your for prepaid payment instruments pose also have to find a path to viability. For capturing value from payments data
the most delightful experience as ever. business models work and explore newer strategies and driving your payments serious questions around their future; this, they could possibly look at more has been explored. We have also looked
possibilities. The entry of social payments business decisions. Do share your data for last few months show consistent collaboration - to provide value added at the continued search for more
This year, the theme for PayNext Insights giants like Whatsapp, Google, Facebook, valuable feedback with us on my id decline in their usage. UPI, on the other services, to have a holistic bouquet effective micro-payment solutions, and
2018 is INNOVATE, COLLABORATE, Amazon etc. have given jitters to some of below. hand, has seen a dramatic rise as both of financial offerings, and to unlock the promise of voice-driven payments
ELEVATE. This wonderful report is the new generation players as well as the new entrants (including technology monetization opportunities. Such apps. We believe these are the critical
put together by our Research partner legacy players and banks, which are now giants) and incumbents alike have collaboration may need to look beyond elements, which will shape the evolution
Deloitte, as a result of several months working more closely with fintech’s as brought UPI offerings to the market. financial services as well. To enable of this dynamic industry.
of hard work and conversations with well as other members of the ecosystem Trends notwithstanding, the current such collaboration with rapid velocity,
industry leaders, bankers, technologists, than ever before. Merchant acceptance payment landscape is still evolving in payments businesses could consider We hope that you find the analysis and
regulators and industry observers. in India is still far from that in the the sense that there are multiple ways implementing application programming insights in this paper relevant and useful.
matured markets. Unwavering focus of of payments, all seeking large-scale interface (API) based architectures
The advent of UPI, BHIM and several the government, the creation of national adoption. and possibly even micro-services
revolutionary technologies have made platforms and the thriving innovation architectures.
many of the business models redundant ecosystem proves the market is in a As with internet and commerce, India is
and given rise to a lot more of new strong mood to COLLABORATE. ‘mobile-first’ when it comes to payments, As these new paradigms take shape, it
business models. The market is now and we believe mobile as a form factor would be crucial to test the scalability of
eagerly waiting for UPI 2.0 to experience Ultimately, for all the above Babu Nair will play a significant role in payments solutions for mass adoption in a country
newer revolutions. This report discusses transformation to be successful, it is publisher@bankingfrontiers.com going forward – both on issuance side as diverse as India. Financial inclusion,
and acceptance side. Innovation in use and digital payments (and even other
cases on mobile is likely to help India non-financial services) would need to go
leapfrog other standard means of hand in hand to transform lives and lift
payments. India has been at the forefront households across country into economic Vijay Mani
of introducing novel payment modes, well-being. Partner
but players would have to innovate Deloitte Touché Tohmatsu India LLP
04 05
Innovate.Collaborate.Elevate | Paynext 2018 Innovate.Collaborate.Elevate | Paynext 2018
Introduction
Innovate. Collaborate. Elevate
Payments industry in India has those of debit cards at PoS. However, the
experienced a paradigm shift in the new regulations around mandatory know
last few years. Its rapid rise has been your customer (KYC) pose a question
fueled by innovation in service models on their sustained growth. The newest
and customer experience as well as by entrant in the arena – Unified Payment
macro-events such as demonetization. Interface (UPI) has grown exponentially,
As a result of demonetization, usage of driven by technology giants entering the
cards at point of sale saw a steep jump fray. UPI disintermediates the transaction
and has stabilized to a new normal. The provider from the account provider
growth ever since has been gradual. and allows any company to craft use
Mobile wallets, driven by their hassle-free cases and user journeys with a focus on
onboarding and transacting experience superior use experience.
saw the transaction numbers surpass
Exhibit: Digital Payments in India
Retail digital payments volume in India (in billions)
20 *
16
Digital payments have grown at a
12 CAGR of 53% over the last 5 years
9 and is expected to reach USD 1
8
trillion in value by 2023
FY14 FY15 FY16 FY17 FY18*
Volume (includes card usage at ATM & PoS, m-wallets, UPI, PPI, PPI Cards,
IMPS, AEPS)
*Note: FY18 data till Feb’18
Debit Card usage volume at PoS (in millions)
852 842
792 787 786
While debit cards are still
primarily used for ATM
transactions, volumes at PoS
370 384 have shown a significant uptick
308 328
Demonetization post demonetization
Q3FY16 Q4FY16 Q1FY17 Q2FY17 Q3FY17 Q4FY17 Q1FY18 Q2FY18 Q3FY18
Actual Volume Projected Volume w/o Demonetization
06 07
Innovate.Collaborate.Elevate | Paynext 2018 Innovate.Collaborate.Elevate | Paynext 2018
M-wallet transactions volume (in millions)
Unwavering The Indian Government is undoubtedly focused on driving digital payments in the country. Promotion of
focus by the digital payments has been accorded the highest priority by the Government to bring each and every segment
816 784 Government of the country under the formal fold of digital payment services. The Finance Ministry of India announced
660 676 a target of 25 billion digital payment transactions in FY 2017-183. The Ministry of Electronics & Information
M-wallets grew significantly Technology (MeitY) is working with multiple stakeholders including Banks, Central Ministries/Departments and
451 (growth rate > Debit and Credit States, to create an ecosystem to enable digital payments across the country.
cards), but the recent change in
The Government has also rationalized the Merchant Discount Rates (MDR), making them lesser for smaller
205 guidelines may dampen their
153 151 158 merchants with the clear aim of encouraging digital payments at such merchants. The Government went one
future
step further, and announced that they would bear the MDR for transactions less than INR 2,000 for two years
with effect from 1 January 2018 by reimbursing the same to the banks.
Q3FY16 Q4FY16 Q1FY17 Q2FY17 Q3FY17 Q4FY17 Q1FY18 Q2FY18 Q3FY18 Creation The Government and its various bodies have built national platforms, which have the potential of providing
of national ubiquity and ease of making payments. Two such notable platforms are Unified Payment Interface (UPI)
Actual Volume Projected Volume w/o Demonetization platforms and Aadhaar. The UPI platform allows for the construct of Payment Service Providers (PSPs). These are
independent service providers with a focus on providing services and superior payments experience by
UPI transactions volume (in millions) connecting with banks to enable information flow and interoperable transactions. This architecture seems to
have fostered innovation and has resulted in exponential uptake of UPI.
482
Aadhaar is a unique identity number that can be obtained by any resident of India. Additionally, Aadhaar
allows biometric authentication of the resident with a valid Aadhaar number. About 1.2 billion people in India
328
UPI has demonstrated the fastest have an Aadhaar number, as of May 2018 4. Further, the National Payment Corporation of India (NPCI) has
and the most consistent growth created an Aadhaar Enabled Payment System (AePS), which uses Aadhaar for authentication and allows peer
rate and is poised to become a to peer and merchant payments.
key retail payment platform
Thriving and One of the barometers for impending and sustained growth in any sector is the activity in the startup
59
15 27 innovative landscape in that sector.
- - 0 2
Fintech
According to Inc42 DataLabs, the Indian fintech sector reported 102 funding deals worth USD 2.59 billion until
Q4FY16 Q1FY17 Q2FY17 Q3FY17 Q4FY17 Q1FY18 Q2FY18 Q3FY18 Q4FY18 ecosystem
November 2017. Fintech startups grew by 31 percent year-on-year (YoY) to almost reach 360 in 2017. Some
Volume of the key investments include Paytm securing USD 1.4 billion funding from SoftBank in May 20175, followed
by Flipkart-owned PhonePe, securing USD 500 million from its parent entity. The thriving landscape is an
Source: RBI and NPCI statistics indicator that this segment is bound to flourish.
Source: Deloitte analysis
As the industry expands further, it is Cards: This section examines upcoming possibility of mass adoption from the
We believe that the growth in digital supportive regulatory policies, new
expected to see more collaboration and payment technologies, their potential acceptance side of the equation.
payments is likely to continue its upward platforms enabling proliferation of
partnerships amongst various players use cases, and their prospect for mass
trajectory, driven by key catalysts such such transactions, and a thriving and •• Moving Beyond – Capturing Value
across the value chain, aimed at providing adoption.
as increase in smartphone penetration, innovative fintech ecosystem. from Payments Data: This section
holistic services with faster go-to-market.
•• Driving Digital Payments among looks at enhancing sustainability
Innovation and collaboration are crucial
Rural Customers: This section for payments players by examining
Table: Catalysts for further Growth of Digital Payments to elevate the reach of digital payments
hypothesizes on ways to achieve the potential value added services.
and financial services.
next set of users beyond the early
adopters. These are exciting times for the payments
Rising India is witnessing significant growth in smartphone ownership and data usage. Increasingly, more people are However, while the digital payments are
sector. As it accelerates forward aided
smartphone and becoming comfortable using smartphones for various purposes. This marked shift in behavior can only prove expected to grow by leaps and bounds, •• Market Entry by Global Technology
by innovation, collaboration, enabling
data penetration to be encouraging for digital payment use cases through the smartphones. there is still a significant proportion of Giants – This section highlights the
policies, and focus on customer
the population which is yet to jump on implications of the entry of technology
experience, creation of all-inclusive
India is expected to have ~500 million smartphone users by end of 20181. This is the second largest the bandwagon. This report examines giants into payments, their advantages,
ecosystems and deeper penetration into
smartphone base in the world and still has significant potential to grow, given the falling prices of such devices. the future of payments through the and potential areas of play for
the hinterlands of the country is likely to
Further, the total wireless data usage in the country has grown ~5 times from December 2016 to December lens of making it more pervasive. More incumbents.
create an unparalleled success story.
2017. The average data usage per active data user per month has grown from 1.16 GB in 2016 to 4.13 GB in specifically, it covers the following topics:
•• Increasing Payment Acceptance at
2017. On the other hand, average tariff per GB of wireless data has fallen from ~INR 75 in 2016 to ~INR 19 in
•• Emerging Payment Technologies Merchants– Journey from 3 million to
2017.2 All these factors augur well for growing smartphone and data usage.
– Going beyond Smartphones and 30 million: This section examines the
3
Website of Minsitry of Electronics and Information Technology
1
Economic Times 4
Aadhaar Dashboard, UIDAI
(https://telecom.economictimes.indiatimes.com/news/india-to-have-530mn-smartphone-users-in-2018-study/61097817) 5
Economic Times (https://economictimes.indiatimes.com/small-biz/money/paytm-raises-1-4-billion-from-softbank-valuation-jumps-to-over-8-billion/
2
TRAI, Yearly Performance Indicator Report, 2017 articleshow/58733667.cms)
08 09
Innovate.Collaborate.Elevate | Paynext 2018 Innovate.Collaborate.Elevate | Paynext 2018
Emerging Payment
Technologies
Going Beyond Smartphones and Cards
Evolution of Payments in India While the payment needs of the urban
The Indian economy has traditionally and affluent population have been
been dominated by cash. However, the somewhat met, the rest of the population
increased smartphone adoption, and presents a large opportunity to include
favorable regulatory policies have created the masses in this digital revolution.
the baseline infrastructure required for However, this widespread adoption of
a leapfrog growth in digital payments. digital payments will require the payment
Further, relentless innovation, easy to products to be as convenient as cash.
use payment products, interoperable While innovations such as mobile wallets
payment platforms and customer have been successfully replicated in India,
awareness are expected to continue to there have been other examples such
drive the shift to digital payments from as the Near-Field-Communication (NFC),
cash. which have seen very limited adoption.
In light of this need, we have identified a
Emerging Payment Technologies few payment innovations that have seen
In this era of ‘Digital Darwinism’, an adoption in other geographies and could
era where technology and society are be relevant in the Indian context.
evolving faster than businesses can
naturally adapt, India has displayed a
significant growth in adoption of digital Exhibit: Payment Innovations
payments. India now represents one
of the largest market opportunities Invisible / Contactless
for payments for global technology payments
companies and home grown Fintechs •• Amazon Go
alike. Further, the emergence of the •• Disney Magic Bands
digital five forces – Social, Mobile, •• PaidEasy
Analytics, Cloud (SMAC) and Internet of
Things (IoT) – is helping these technology
Voice Based Biometric payments
companies to reimagine the customer
payments •• Mastercard
and come up with innovative and easy-to-
•• Amazon Alexa •• Barclays
use payments products.
•• Samsung
Social Media Audio QR / Sound
payments based payments
•• Facebook •• Google Tez
•• WhatsApp •• ToneTag
•• Twitter
•• Snapchat
Source: Deloitte analysis
10 11
Innovate.Collaborate.Elevate | Paynext 2018 Innovate.Collaborate.Elevate | Paynext 2018
1. Invisible / Contactless Payments example, Amazon has made payments 3. Social Media Payments day today activities. The latest evolution be traced back to 2015, when e-wallet
While NFC, owing to lesser number of at its convenience store – Amazon Go – Social media has come a long way since involves enabling payments through providers such as Venmo let users sync
NFC enabled terminals and high cost completely ‘invisible’ where customers being introduced as an innovative these social media platforms, especially their wallets with Facebook and convert
of upgrading PoS infrastructure, has scan their phones at the entrance, grab method of communication. What started peer-to-peer (P2P) payments. transactions done within the app into a
not seen much adoption in India, other the desired products (which automatically as a medium for connecting with peers Facebook status. Today, most of the social
forms of contactless payments have get charged to their accounts) and just across the globe has morphed into a The first few use cases of social media media giants such as WhatsApp, Twitter,
seen adoption in the United States. For walk out of the store. platform for conducting a lot of day-to- being used as a payments platform can Snapchat, etc. have joined the foray.
Table: Key Examples of ‘Invisible’ Payments Table: Key Social Media Payment Giants
Payment Technology Description / Payments Use Case Social Media Platform Description / Payment Use Case
Amazon Go •• Amazon Go is a convenience store in Seattle, United States, where customers use an app to Facebook •• With 2.2 billion users, Facebook is the largest social media player in the world. Facebook launched its
enter the store and enter the turnstiles by scanning a QR code P2P payments functionality in its Messenger app in the United States and the United Kingdom and is
planning to replicate the same globally.
•• Any product that a customer picks up is added to the virtual cart and the customer can simply
walk out without the need for cashiers Snapchat •• Snapchat’s payment feature, called Snapcash works similar to most peer-to-peer payment features.
When the user types the dollar symbol and enters an amount the send buttons morphs into a green
•• Payment source is linked to the Amazon account in the app and the same is charged for
Snapcash button.
payment of the bill
WhatsApp •• WhatsApp in India, has launched its P2P payments feature riding on the Unified Payment Interface
Disney Magic Bands •• Disney launched Magic Bands in 2013 to offer friction-free experience to its guests
(UPI) platform.
•• Instead of park entry tickets, FastPasses, hotel room keys and credit cards, Disney guests wear Twitter •• ICICI Bank has collaborated with Twitter and has enabled banking via Twitter. ICICI customers can
these wrist bands, scanning them against a touch point to complete transactions make P2P payments, recharge prepaid mobile, check account balance and view last three transactions
PaidEasy •• Integrated with iBeacons, the app opens a “check” as diners enter a restaurant or bar and is using Tweets.
synced with the retailer’s PoS
Source: Respective websites and press releases
•• The server adds items to the bill that are paid out in-app
•• Customers can view their tab at any point and split, tip and pay the bill without waiting
While WhatsApp and Twitter have already 4. Biometric Payments Iris, that are available in the market and
Source: Respective websites and press releases made their foray into the Indian market, With increasing adoption of Aadhaar can be tapped using mobile devices.
there is significant headroom for other and launch of payment platforms such This kind of authentication has an
large social media players to create a as Aadhaar Enabled Payment System advantage over traditional passwords or
‘big bang’ in the Indian digital payments (AEPS) and UPI, fingerprints have started secret questions, which are insufficient
Similar models could be considered for placing a call, or reading a text. Now, To use this service, United States space. Banks may also leverage social gaining traction as a means for payment for personal identity simply because
suitable replication in the organized retail voice services such as Amazon Alexa Bank customers must have an Alexa media platforms to enable non-financial authentication. To make customer they provide evidence of ownership of
space and hospitality industry in India, are making it easy to check an account device such as Amazon Echo, Echo banking transactions, which can be done experience even simpler, there are knowledge whereas biometrics provide
wherein payments can be made invisible balance or hear a payment due date Dot or Tap, plus the Alexa App on easily while checking the daily feed. alternative biometric modalities, such information regarding who the user is
and customers can enjoy a frictionless without picking up a phone or logging in their smartphone and an Amazon as Face Recognition, Voice Biometric, rather than what he / she knows.
shopping experience. This may require to internet banking. account. These customers will be
the Payment providers to tie-up with able to complete banking tasks such
such chains and deploy the acceptance In such an example, United States Bank as checking an account balance or Table: Key Examples of Adoption of these Technologies
infrastructure. has tied up with Amazon to extend voice making a payment to a United States
based banking to its customers. Bank credit card, simply by speaking Platform Description / Payment Use Case
2. Voice-based Payments a command to an Amazon Alexa
MasterCard •• MasterCard launched payment solution ‘Identity Check Mobile’ in 12 markets in Europe in 2016, which
The introduction of new voice-driven device.
allows mobile payment verification using ‘selfies’.
digital assistants (e.g. Apple Siri, Amazon
Alexa, Microsoft Cortana, Google With the recent launch of smart Barclays •• Barclays rolled out voice biometric-based authentication for customers calling their call-centers wherein
Assistant) is providing the springboard speakers, banks can explore the customer’s voice is compared to the voiceprint on file.
for enabling voice- based payments and partnerships to enable voice based •• Like a fingerprint, a voice print is individual to each person and is made up of over 100 unique
banking transactions. Customers are banking transactions. Payment characteristics, which are based on the physical configuration of a speaker's mouth and throat.
already getting accustomed to speaking providers can also enable P2P
Samsung •• Samsung launched a Galaxy tablet with built-in Iris capability that is ready for Aadhaar authentication
to their devices for simple tasks such payments and bill payments using
and can be used for payments and banking.
as getting directions to a restaurant, such voice driven digital assistants.
Source: Respective Websites and press releases
12 13
Innovate.Collaborate.Elevate | Paynext 2018 Innovate.Collaborate.Elevate | Paynext 2018
With increasing smartphone penetration digital payments as it is simple to use and
in India, face recognition and Iris based doesn’t require a more-expensive NFC
authentication can be explored to chip or a camera for scanning QR code in
conduct day-to-day banking transactions the device.
and bill payments. Voice biometric-based
payments can also see a wide adoption, Google launched its payments app ‘Tez’
especially with people using feature in India, which, using the “cash mode”
phones provided banks / payments option, negotiates a connection using
providers can support local / vernacular ultrasonic sounds to identify the payer
language capability. and the payee. This doesn’t require any
exchange of personal details such as
5. Audio QR / Sound-Based Payments bank account number or phone number.
Audio QR allows customers to make It works with any phone with a mic and
payments over connected devices within speaker and the Tez app installed.
a suitable diameter range. The speaker at
one end throws ultrasound frequencies Similarly, ToneTag allows for secure
in form of pulses. The receiver at the proximity (offline) payments using sound
other end captures the pulses and (Tone) or NFC (Tag). Depending upon
converts the frequencies back in the user device and retail PoS hardware, the
original data. Audio QR is considered mobile application can toggle to initiate
to be an astute mechanism for making in-store purchases using sound or NFC
Table: Propensity of Adoption of Payment Technologies in India
Payment Potential Use Cases in India Key Implications Propensity for
Technology Adoption in India
Invisible / •• Payments in organized retail •• Partnerships with such merchants and
Contactless deployment of acceptance infrastructure
•• Payments in hospitality and
Payments
entertainment chains •• High cost of setup of infrastructure
Voice-Based •• All banking transactions •• Integration of voice-based assistants in
Payments smartphones
•• P2P payments
•• Local / vernacular language capability
•• Bill payments
Social Media •• Non-financial banking transactions •• Smartphone requirement and risk of fraud
Payments
•• P2P payments
•• Micropayments
Biometric •• Banking transactions •• Smartphones built in with biometric readers /
Payments Iris capability
•• Bill payments
•• Local / vernacular language capability for voice
biometrics
Audio QR / •• P2P payments •• Limitation on range / requirement of devices to
Sound-Based be in close proximity
•• Merchant payments
Payments
Source: Deloitte Analysis
14 15
Innovate.Collaborate.Elevate | Paynext 2018 Innovate.Collaborate.Elevate | Paynext 2018
Driving Digital Payments
among Rural Customers
Digital Payments Largely Driven by Urban Customer
Limited Last Mile Infrastructure focused on urban areas and introduction
Traditionally, almost all the initiatives of these innovations in rural customers
taken by banks to provide banking is majorly an afterthought rather than
services and innovative products have being a primary objective. The same is
followed the “urban-first” approach confirmed by the low level of penetration
wherein the intensity of investments is of banking infrastructure in rural areas.
Exhibit: Rural Banking Infrastructure6
Population
Branch Infrastructure
ATM Infrastructure
POS Infrastructure*
8%
18%
70%
35%
Source: RBI statisitics, SBI press release
*
The POS infrastructure penetration is only for that of SBI PoS, but is indicative of the overall penetration
Main reasons for such disparity between •• High cost in reaching out to the last mile
urban and rural banking infrastructure is rural customers
due to the following reasons:
Due to the above factors, acquisition
•• Lower spending capacity and business
and servicing of rural customers is
potential among rural customers
perceived to cost higher, and low revenue
vis-à-vis urban customers and lower
proposition for banks which leads to lower
merchant and customer density
returns on incremental investments and
•• High cost of maintenance and thus dis-incentivizing banks from making
sustainability of rural infrastructure significant investments in rural areas.
6
RBI Payment Systems Indicator; SBI https://www.sbi.co.in/portal/documents/44978/156388/SBI+Press+Release+-+SBI+becomes+the+Top+Merchant+Acquirin
g+Bank+in+the+country.pdf/14946221-b987-49e2-aa61-b351b3b6c4e3
16 17
Innovate.Collaborate.Elevate | Paynext 2018 Innovate.Collaborate.Elevate | Paynext 2018
Digital Payments also an “Urban First” smartphone, knowledge / awareness investments on the supply side. 1. Raise Awareness among Rural staff, who in turn can act as influencers Raj14 to develop training modules
Phenomenon among customers about various digital Additionally,the availability of low cost Banking Staffc for driving adoption of digital payments for raising awareness about various
Similar to the urban-first push approach payments products etc. affordable data which is expected to drive With the objective of driving financial among customers. digital products like UPI, AEPS, USSD,
followed by banks, even digital payments the demand among both the urban and inclusion in rural areas along with the mPoS etc.
adoption has seen a similar pattern of Low Cost Data to Drive Adoption rural customers. push by the Government (introduction of These communication and awareness
urban adoption, where in 44 percent among Rural Customers Jan Dhan Aadhaar Mobile trinity), banks campaigns can be in the form of In order to drive employee engagement
of urban customers have taken up While traditionally, all initiatives To drive adoption among rural have started opening branches in the mandatory internal training for bank and motivation in these rural branches,
using these digital payment channels undertaken by banks have followed the customers, it is imperative that banks rural areas at a faster pace (CAGR 7.2 employees, and/or financial inclusion banks need to look at incentivizing
vis-à-vis rural customers being a urban-first philosophy, there seems to do not replicate the approach taken for percent) than the overall bank branch campaigns/melas targeted towards the employees by considering softer
distant second, at only 16 percent7. This be a potential for adoption of digital acquiring urban customers. Banks would network growth (CAGR 6.5 percent)9. customers. Internationally, banks are alternatives such as:
difference in adoption and usage can be payments among rural customers in have to introduce certain tweaks to their investing in training their employees on a. Introduce gamification techniques,
primarily attributed to lower internet parallel with urban customers. This digital product offerings to promote However, driven by the limited business digital banking, wherein digital banking which drive engagement and
penetration among rural customers can be largely attributed to the dis- awareness and adoption among rural potential in rural areas and unviable related courses have been made part of content retention, rather than static
(15 percent) vis-à-vis urban customers intermediation caused by technology customers, aimed at addressing the key economics, these rural branches are the mandatory training. For example, slides based training, incorporating
(77 percent)8, lower penetration and which enables banks to reach out to rural challenges faced by rural customers. typically manned by 1-2 bank employees. a. Maybank in Malaysia has introduced compliance to training as part of
comfort of rural customer in using a customers with minimal incremental As per a joint study conducted by NPCI a mandatory digital upskilling annual appraisal etc.
and Microsave10, bank employees in rural programme for its bank employees, b. Providing enabling influencers to
branches don’t have adequate training which focusses on enhancing employees, such as identifying and
Exhibit: Key Steps to Drive Adoption among Rural Customers
about digital payments products like employee digital literacy.11 posting local employees (at entry
AEPS, BHIM, UPI etc. and knowledge b. DBS Singapore is planning to invest level) near their rural areas, so they
of use cases, or even the bandwidth to SGD 20 million for training its are motivated in driving business
educate customers. employees on digital banking and locally.
emerging technologies.12
Driven by the lack of awareness and 2. Provide Vernacular Language
motivation among the banking staff, even Similar initiatives have also been taken Support
Provide Vernacular the rural customer remains unaware by Indian ministries and regulators India’s internet using population is
Language Support about the digital payments products, to focus on raising awareness among estimated at approximately 400 million,
their applicability, and their advantages stakeholders related to digital payments, among which English speaking population
which in-turn limits the adoption at the and banks have taken up initiatives is estimated to be approximately 175
last mile. in driving digital transactions across Million (~44 percent of user base) i.e.
villages. Some of these initiatives include: majority of the user base is not proficient
Possible Steps to Increase Awareness a. NPCI has formed partnerships with in English. However, the content accessed
among Branch Staff fintech (Payso)13 to raise awareness by Indian users on the internet is almost
In order to raise awareness among all the among youth who in turn are 99.9 percent in English with Hindi based
stakeholders about the various payment expected to drive adoption of BHIM content being 0.05 percent, Bengali 0.018
modes, appropriate and applicable use UPI Merchant payment solutions. percent and Tamil being less than 0.007
cases, various entities (banks, NPCI, RBI, b. The Ministry of Rural Development percent15.
GoI) could consider conducting local level has tied-up with the National Institute
programs, and training for the banking of Rural Development and Panchayati
Raise Develop
Awareness among Easy to use interface
Rural Bank Staff
•• Voice based authentication
•• Reduce system friction
9
RBI branch statistics
10
http://www.microsave.net/files/pdf/NPCI_Cashless_CaseStudy.pdf
11
https://www.finextra.com/pressarticle/73774/maybank-embarks-on-employee-digital-upskilling-programme
12
https://www.dbs.com/newsroom/DBS_to_invest_SGD20_million_over_five_years_to_transform_employees_into_digital_workforce_in_support_of_
Singapores_aim_to_be_smart_financial_centre
7
“Internet in India 2017” study by IAMAI - IMRB; https://www.livemint.com/Politics/PhY0kTxoJqq6U9GISIpSaK/Only-16-of-rural-users-access-Internet-for- 13
http://www.cio.in/media-releases/npci-payso-partner-create-digital-payment-awareness
digital-payments.html 14
http://serviceonline.gov.in/resources/homePage/99/PDF/pkg_cashless.pdf
8
http://www.trai.gov.in/sites/default/files/YPIRReport04052018.pdf 15
https://www.techinasia.com/talk/india-vernacular-internet
18 19Innovate.Collaborate.Elevate | Paynext 2018 Innovate.Collaborate.Elevate | Paynext 2018
As per Google’s estimates, 70 percent Possible Steps to Increase Adoption While banks are yet to fully adopt this In order to drive the adoption of digital
of users consider digital content among Rural Customers approach in providing digital services, payments, among other things, banks
in vernacular language to be more As more and more consumers in fintechs/startups have already started need to introduce frictionless payments,
trustworthy than the content presented India who might not be fluent in working on providing vernacular that can improve customer experience
in English16. This discomfort increases English language come online, having language support and are seeing market which in turn could result in increase
even further if the digital media is applications which support vernacular traction. Some of these players (as per adoption. Some of the examples for
being used for performing financial languages are likely to play a key role their respective websites / mobile apps) these are discussed below:
transactions as customer’s money is in driving customer adoption, comfort include: a. Voice-based authentication for
at risk, which is also supported by the and trust in using these applications. As a. PhonePe currently supports 10 non-financial transactions – ICICI
IAMAI-IMRB study tracking usage of per the IMRB’s estimates, by 2021, six vernacular languages (top six along Bank has collaborated with Nuance
online channel for financial transactions.17 vernacular languages (Hindi, Marathi, with Malayalam, Kannada, Assamese, Communication to make their
Bengali, Tamil, Telugu and Gujarati) are and Odia) systems intelligent enough to identify
expected to comprise almost 75 percent b. Paytm currently supports 10 and authenticate the customer, based
of the vernacular language internet users. vernacular languages (top six along on their voice20. A similar system has
with Malayalam, Kannada, Punjabi, been developed by Barclays wherein
and Odia) the customer’s voice is used for
c. Sharechat supports 10 languages, passive customer authentication21.
Exhibit: Vernacular Language Internet Users, 2021 27 dialects, currently caters to an b. Voice enabled transactions – HDFC
approximate 3.5 Million active users Bank has developed a voice activated
daily18 banking services platform, by
d. DailyHunt supports 14 vernacular integrating its systems with Amazon
languages and has more than 150 Alexa22, wherein the customer can
28% Million application installations check balances, get bill due dates
Others and plans to enable bill payment,
38% 3. Develop Easy to Use Interfaces similar to United States-based Bank’s
Hindi Current application usage interfaces integration with Amazon Alexa.
provided by banks involve a lot of c. Alternate authentication
manual intervention. A card-based mechanisms – DBS’s Digibank
payment involves up to 17 clicks/input application has reduced the
provided by the customer which jumps dependence on OTPs, by taking
5% to 39 clicks in case of a netbanking device binding as one of the payment
Gujarati transfer19. These steps include customer authentication factors. Some of the
authentication, selecting the beneficiary, alternate authentication mechanisms
6% entering transaction details, providing that can be considered include
Telugu transaction authorization etc. As there combining device binding as first
are multiple steps involved in performing factor, and customer biometrics, or
6% 9%
a transaction, it leads to multiple system voice acting, as the second factor,
Tamil Marathi
hops, leading to payments friction during that can migrate the customer
a transaction potentially leading to authentication at the bank side to the
8% transaction failures as well. customer side.
Bengali
Source: IMRB
18
https://www.forbes.com/sites/baxiabhishek/2018/03/29/more-indians-access-the-internet-in-their-native-language-than-in-english/#18fbbf4a4a03
19
https://juspay.in/juspay-safe
20
https://www.livemint.com/Money/38DtvU1IPgxaeyKEdTXbXJ/Product-crack-ICICI-Banks-voice-recognition-system.html
16
https://timesofindia.indiatimes.com/business/india-business/90-of-new-net-users-non-english/articleshow/58371769.cms 21
https://wealth.barclays.com/en_gb/home/international-banking/insight-research/manage-your-money/banking-on-the-power-of-speech.html
17
“Internet in India 2017” study by IAMAI - IMRB; https://www.livemint.com/Politics/PhY0kTxoJqq6U9GISIpSaK/Only-16-of-rural-users-access-Internet-for- 22
https://cio.economictimes.indiatimes.com/news/enterprise-services-and-applications/hdfc-bank-experiments-voice-activated-banking-with-amazons-
digital-payments.html alexa/61033641
20 21Innovate.Collaborate.Elevate | Paynext 2018 Innovate.Collaborate.Elevate | Paynext 2018
Market Entry by Global
Technology Giants
Entry by Global Technology Giants and its Impact on the Incumbents
The payments landscape in India is In India, the launch of Unified Payments
undergoing a digital transformation with Interface (UPI) has disintermediated the
the advent of instantaneous, cashless, payments value chain away from banks,
paperless, financial transactions, and and has given the ability for any payment
digital payments in India are expected system provider to own the customer.
to reach USD 1 trillion by 2023 from the Since the launch of UPI, the interest in
current value of less than USD 200 billion the payments market in India has seen a
in 2017-1823. spurt from the likes of Google, Facebook,
and Samsung among others.
The burgeoning digital payments
landscape in the country has compelled Entry of Technology Giants in the
the global technology and social media Digital Payments Space in India
majors to take notice and enter the fray. The digital payments opportunity
Globally too, technology and social media seems to have certainly caught the
players have been striving to increase eye of global technology giants,
customer engagement on their platforms who are creating platforms for all-
by providing a plethora of services which encompassing engagement of end
keeps customers on their platforms. customers. Commerce is a big use-case,
Payments and commerce are such and payments is an essential part of
enablers, which are being assimilated into commerce. Further, payment behavior
the platforms themselves. China’s Wechat is seen to generate data sets, which lets
is a prime example that hosts a range of such platforms enrich their customer
functionalities through mini-programs profile that can be consolidated and
and enables payments through WeChat monetized. This seems to have galvanized
Pay. Facebook enabled card linked peer- the interest of such large platforms.
to-peer payments through its messenger
app, and has recently opened it up for Key foreign players who have already
Paypal too.24 entered the Digital Pament landscape
in India include Google Tez, WhatsApp,
Facebook, Samsung Pay, Paypal, and
Stripe among others.
23
Credit Suisses Report, Digital Payments Statistics, 2018
24
Respective websites and press releases
22 23Innovate.Collaborate.Elevate | Paynext 2018 Innovate.Collaborate.Elevate | Paynext 2018
Table: Key Global Players in Digital Payments in India
S.No Entrant Details
S.No Entrant Details •• Investment to allow Amazon Pay to develop more local innovations for Indian customers
1 Google Tez •• A payment-focused B2C product with multi-lingual capabilities •• Amazon Pay has started tying up with other online merchants to be available as a payment option. For
(Launched in first time users, it creates an Amazon account itself and thus, uses it as a hook to create users for the
•• Allows users to pay bills, make peer to peer and merchant payments through the use of UPI and Bharat
September larger Amazon platform
Bill Payment System (BBPS)
2017) 5 Stripe/Stripe •• Stripe is one of the largest online payment processor in the world
•• Offers rewards in the form of cashbacks for doing payments on the app
Atlas (Launched
•• Currently offers services in invite-only beta mode with a small group of companies in India
•• Has 16 million users by May 201825, which includes half-a-million small merchants; these merchants use in December
Google Tez in P2P mode 2017) •• Users can now link their Indian bank accounts
•• Has ~80 billers26 on the platform •• Expected to bring in more beta users on the platform to improve the functionality of specific features
2 WhatsApp •• Whatsapp launched beta version of its P2P payment service based on Unified Payments Interface (UPI) •• Plans to build new products specific for India users and hire an engineering team
Payments
•• Allows users to transfer money to WhatsApp contacts within a chat itself
•• Stripe Atlas is a tool that helps Indian entrepreneurs/Internet companies in India expand their business
(Launched in •• WhatsApp Payments launched a new Request Money feature on the app in April 2018; The Request operations abroad30
February 2018) money option is live on Android beta of WhatsApp; allows users to scan a QR code or enter a UPI ID in
Source: Respective websites, mobile apps, press releases, news articles
order to demand a payment
•• Recently, rolled out the “enter UPI ID, scan QR code” feature for payments on the platform; available on
Other Key Players Considering Foraying in Digital Payments in India
Android and iOS
Apart from those who have already launched operations in India, there are other noticeable companies with plans to enter the
3 Samsung Pay •• Samsung Pay is a mobile payments platform country soon.
(Launched in
•• Allows customer to use his/her phone in place of a debit or credit card when paying at merchants
March 2017) Table: Key Global Players Considering Foraying in India
•• User can also make payments via UPI or Paytm
•• Leverages the NFC technology to enable contactless payments at compatible PoS machines S.No Entrant Details
•• Also allows for contactless card payments using magnetic secure transmission (MST) technology, 1 Facebook •• Facebook is ready to enter payments in India; currently beta testing with recharges for mobile phone on
which mimics the card swipe on any point of sale (PoS) terminal. This allows it to work with existing PoS Payments Messenger
machines which do not have NFC, without any upgrades to the machine
•• Messenger P2P payments are only available in the United States, United Kingdom and France
•• Service is available on the Galaxy Note 8, Galaxy S8, Galaxy S8 plus, Galaxy S7 and Galaxy S7 Edge,
•• Facebook has sought an Indian patent for its electronic payment system enabled through messaging
Galaxy J7 Max and Galaxy J7 Pro
2 Apple Pay •• Apple has already begun testing their Apple Pay service in India; however, yet to be formally launched
•• Plans to bring its payment service to non-Samsung smartphones
•• In November 2017, India became the third-largest market for Samsung Pay, behind South Korea and •• Apple Pay securely stores credit cards, debit cards, or other sensitive payment information from the
Russia with 25 lakh account users/owners in October 201727 wallet app and lets the user pay for goods directly from their mobile device
•• Till date, Samsung has 17 partners on board, including 10 banks and digital wallet providers Paytm and •• Has a second factor of PIN or fingerprint
MobiKwik, and is in talks with a few more banks •• For Apple Pay to work, the merchant needs to have a contactless machine, which is compatible with
•• Has recently started loyalty program for making payments through Samsung Pay Apple Pay
4 AmazonPay •• Amazon Pay is a payment option similar to how mobile wallets work but limited to transactions within •• During the transaction, TouchID or FaceID is required to authenticate the payment and a subtle vibration
(Launched in the platform confirms that the transaction was successful
December 2016)
•• Amazon Pay balance (stored value account/wallet) grew Y-o-Y by 409% in 201728 •• Apple is already in talks with Starbucks and Croma stores, and banks like HDFC Bank, Standard
•• Secured a licence from the Reserve Bank of India (RBI) to operate a prepaid payment instrument (PPI) in Chartered and Citibank to make their hardware compatible with the contact-less payments service of
March 2017 Apple Pay
•• In March 2018, Amazon Pay raised USD 30 million (INR 195 crores) from its parent entity and from Source: Respective websites, mobile apps, and press releases, Deloitte Analysis
Singapore-based Amazon Corporate Holdings Private Limited; just over five months after Amazon Pay
India received a capital infusion of USD 40 million (INR 260 crores)29
Differentiators and Advantages of could potentially be a captive base to
Global Players provide payments capability. In addition,
The Global players have some unique they also have a large investment
25
NDTV Gadgets (https://gadgets.ndtv.com/apps/news/google-io-2018-nbu-tez-datally-files-go-1848843) advantages which play in their favor. appetite and an upper hand as far as
26
Google Tez (https://tez.google.com/)
Some of these players already have a cross-border use cases are concerned.
27
Times of India (https://timesofindia.indiatimes.com/business/india-business/india-samsung-pays-3rd-largest-mkt/articleshow/61553399.cms)
28
Inc42 (https://inc42.com/buzz/amazon-india-investments-digital-payments-amazon-pay/) well-entrenched user base in India that
29
Economic Times (https://economictimes.indiatimes.com/small-biz/startups/newsbuzz/amazon-india-gets-rs-2600-crore-infusion-for-marketplace/
articleshow/64083599.cms) 30
Stripe (https://stripe.com/blog/india-private-beta)
24 25Innovate.Collaborate.Elevate | Paynext 2018 Innovate.Collaborate.Elevate | Paynext 2018
Table: Key Advantages How do Incumbents React? scale-up and where the incumbent could
What does the entry of such players gain the first mover advantage. Some
Incumbent Base Investment Appetite Cross Border Use Cases mean for incumbents? of these opportunities also require an
Payments players in the country can existing channel of distribution that the
•• Some players such as Whatsapp and •• Widespread Digital payments in India require •• Owing to their international
still leverage certain opportunities and incumbents can leverage better. The
Facebook have large incumbent bases, a behavioral shift presence, a few of these entrants
abilities to thwart the threat posed by incumbents would have to identify these
which are already highly engaged on the can consider enabling services
•• While superior customer experience new entrants. There are niche segments niches and focus on quick execution to
respective platforms beyond India for any cross-border
definitely plays a role, a discerning Indian and use cases which have potential to gain dominance.
transactions
•• Whatsapp has over 200 million monthly customer is always looking for value
active users in India31 while Facebook •• While this might be beneficial for
•• Digital payments players have been Table: Key Proposed Opportunity Areas
has 241 million users in India as of July only a certain section of users, it still
showering consumers with offers, cashbacks,
201732 provides a differential advantage to
and promotions in order to change their Parameter Current Scenario Potential
certain players
•• Indians spend approximately an average behavior in favor of digital payments Opportunity
of three hours a day on smartphones
•• These require investments and foreign Rural Payments •• P2P and P2M payments in rural India is largely done in cash and presents a
and a substantial chunk of this time
entrants are committing to it through their significant headroom for growth
is spent on social and communication
large war chests; For example, Amazon
apps 33
•• Incumbent could explore Aadhaar Enabled Payment System (AEPS) payments or
infused INR 195 Crores in Amazon Pay in
payments through IVR, which can be relatively easier to use and hence easier to
•• Given the higher engagement, such March 2018, in succession to its investment
adopt in rural areas
platforms have significant potential to of INR 260 Crores in September 201734
have customer stickiness since they can •• Foreign entrants are largely providing services which are focused towards the urban
•• For example, cashback offers/discounts by
become a one-stop shop for multiple population
Amazon Pay and Google
activities including payments
Mass Transit •• Mass transit payments in India are quite fragmented but present a huge
Payments opportunity
Future Outlook – Hypothesis/Case socialize, make payments, online gaming, businesses, especially the ones that •• Fragmentation implies on-ground acquisition and activation
Study buying grocery, hailing cabs, ordering may have subscription based recurring
•• Incumbents could use their existing sales and distribution structures to do this
Some of these technology platforms online food and even offline payments at payment model. For instance, online
acquisition faster
are likely to play a key role in shaping restaurants – all this without having to go media streaming service providers could
both P2P and P2M payments, given to another app. These services not only contact the customer through this chat Deeper Multi-point •• Interoperable payments are multi-hop in nature, and can hence, have multiple
their ubiquitous use and expanding use provide the company improved customer app (using chatbots) for subscription Integration breakage points; resulting in a poor success rate and hence a poor customer
cases for customer engagement. WeChat stickiness, but also create a additional upgrade/renewal, and the user can experience
in China is a prime example. Mobile revenue streams. complete the payment through UPI
•• One way to address this problem is to have direct integration with multiple banks,
payments have boomed in China, totaling functionality within the chat app. On
for e.g. A prominent payment gateway is integrated with all major issuers and
over USD 13 trillion in 2017. The stores Hypothetical use cases for a chat the same lines, while booking a ticket,
acquirers to reduce number of breakage points
and services are increasingly centered service – Making Payments Seamless an online travel agent can send a collect
on mobile pay apps like WeChat Pay and for multiple scenarios payment request at the payment stage, •• However, players like Google Tez have already started integrating with individual
Alipay. Both these companies accounted A well penetrated chat service could followed by sending the tickets (PDF banks
for 93 percent of China’s mobile payment enable P2P, bill payments and C2B version) through the chat app. Further, Focused Payments •• Payments solutions so far have been trying to solve payments needs. However,
segment (according to data from payments if it is successful in providing a utility biller (e.g. electricity) can send Solutions along there is significant innovation, that can be done in terms of building specific
Analysys). Alipay is the market leader a platform to businesses for easier bills through this chat app to users, and with Value Added experience and value added services for defined segments. For instance, different
in mobile payments, accounting for a customer outreach and interaction, and collect payments through the chat app Services experience for elderly, a single app for doing inventory, billing and multi-modal
market share of 54 percent and WeChat also enable payments by becoming a itself. It could send payment reminders, payments for merchants etc.
accounting for 39 percent (according to payment service provider under UPI. or provide advance payment discounts.
data through September 2017).35 With The combination of messaging and •• Incumbents, being closer to the ecosystem can aim at developing such vertical
over 900 million monthly active users, Through this service it could allow seamless payment within the same app, focused solutions and gaining a foothold in such segments
WeChat is now a fully-fledged ecosystem small as well as large businesses to can allow businesses to interact and Source: Respective websites, mobile apps, and press releases
that offers users a range of functions. have a presence on the platform and receive payments from customers, all as
It helps users to do everything from interact directly with the customers. part of a single chat window.
messaging, group chats, file transfer, The chat service could become the de
video conferencing, business discussions, facto payment gateway for all such C2B
31
Whatsapp co-founder’s tweet, 2017
32
Livemint (https://www.livemint.com/Consumer/CyEKdaltF64YycZsU72oEK/Indians-largest-audience-country-for-Facebook-Report.html)
33
Economic Times (https://economictimes.indiatimes.com/magazines/panache/indians-spend-roughly-3-hours-a-day-on-smartphones-but-are-they-paying-
big-bucks-for-apps/articleshow/62866875.cms)
34
Economic Times (https://economictimes.indiatimes.com/small-biz/startups/newsbuzz/amazon-pay-gets-rs-195-crore-more/articleshow/63182332.cms)
35
South China Morning Post (http://www.scmp.com/business/companies/article/2130400/china-moves-further-towards-cashless-society-payment-giants)
26 27You can also read
