Imagine a world where social protection, the safety net designed to help the most vulnerable
is just a phone tap away. No more long queues, no more paperwork, and no more trips to
government offices that take up your time and resources. This is the promise of digital social
protection in Zambia. Sounds pretty great, right? Well, not so fast. While the idea of using
technology to deliver welfare benefits is smart and forward-thinking, for many informal
economy workers in Zambia, the reality is far more complicated.

The Idea Behind Going Digital

Let’s dive into the findings of a recent study titled “The Digitalisation of Social Protection in
Africa [Zambia]: Informal Economy Workers’ Rights Approach,” which sheds light on the
real-life challenges informal workers face when trying to access digital social protection
systems.

First, let’s talk about why Zambia decided to go digital with social protection. It’s all about
making things faster, more transparent, and efficient. No more cash payments that can get
lost or stolen, and no more middlemen skimming off the top. By using mobile phones and
bank transfers, the government hoped to cut out corruption and deliver benefits straight into
the hands of the people who need them most—those working in the informal economy.
For informal economy workers like street vendors, hawkers, and cross-border traders, who
typically do not have formal contracts or insurance, this sounded like a win. But, as with most
things, the devil is in the details.

The Reality on the Ground

While the digital system does have some serious perks—like not having to travel long
distances to pick up cash or dealing with bureaucratic delays—it also comes with its fair
share of headaches. For many, accessing these digital systems isn’t as easy as tapping a
button on a smartphone.

Here’s what the research found:

1. Tech Challenges Galore: A lot of informal economy workers, especially the elderly,
   people with disabilities, or those who aren’t tech-savvy, struggle with even the basics
   of mobile technology. Imagine trying to navigate a mobile banking app when you’ve
   never owned a smartphone or don’t know how to manage a SIM card. It’s
   overwhelming for many.
   
2. Network and Power Issues: Zambia’s rural areas face constant power outages and
   patchy mobile networks. So, even if you have a phone, chances are you may not
   have enough signal to get your benefits or even keep your phone charged. That’s like
   giving someone a key to a house, but they can’t find the door.
   
3. Long Distances to Banks and Mobile Money Booths: For those in remote areas,
   getting to the nearest bank or mobile money booth to withdraw their benefits is like
   running a marathon. The journey is long, and many can’t afford to leave their work or
   families behind to make the trip.
   
4. Exploitation: Here’s the kicker—those who can’t handle the tech on their own often
   have to rely on others to help them. Sadly, this opens the door to exploitation. Family
   members or helpers sometimes steal the benefits or withhold money, leaving the
   actual beneficiaries with nothing. It is heartbreaking, but it happens all too often.

Who’s Struggling the Most?

So, who’s bearing the brunt of these challenges? According to the study, it’s the most
vulnerable: the elderly, people with disabilities, and those living in deep rural areas. These
groups face the greatest obstacles when it comes to accessing their benefits digitally. And
let’s not forget the technological illiterate—those who don’t know how to use mobile phones
or apps—who are also struggling to keep up.

Women are facing a tough time. Since they make up most informal economy workers in
Zambia, they are the most affected. Many women in rural areas are running households and
trying to make ends meet, and navigating a digital system just adds one more thing to their
already long to-do list.

What Can Be Done? Policy Suggestions to Fix the System

The good news is, these challenges aren’t insurmountable. With the right tweaks and
support, Zambia’s digital social protection system could work for everyone, not just the tech-
savvy. Here are a few suggestions that came out of the research:

1. Awareness about rights entitlements: First things first—people need to know
   what’s available to them. A lot of informal workers don’t even know that they can
   access social protection digitally. This calls for awareness campaigns, ideally in local
   languages, to educate people about what benefits they are entitled to and how to use
   the systems. Let’s make sure no one’s left in the dark.
   
2. Involving Workers in Policy Decisions: Here’s an idea—why not get the people
   most affected by these policies involved in the right to participate in decision-making
   affecting workers lives. Associations like the Alliance for Zambia Informal Economy
   Associations (AZIEA) and the Association of Vendors and Marketeers (AVEMA)
   should have a seat at the table. When informal economy workers are involved in
   shaping policies, their needs will be better addressed.
   
3. Better Infrastructure: This one’s a biggie. If we are talking about going digital, we
   need to make sure that rural areas have the right to information and communication .
   Without these, digital systems are useless for a large part of the population.
   
4. Simplify the Tech: Not everyone is going to become a tech expert overnight, so the
   technology needs to be simple and user-friendly. Whether it is mobile apps or e-
   payment systems, they should be intuitive, easy to use, and accessible to everyone,
   regardless of their literacy level.
   
5. Protecting Data and Privacy: Digital systems mean more data is being collected, so
   there needs to be stronger safeguards to ensure personal information is protected.
   Informal workers should feel confident that their private details will not be misused or
   fall into the wrong hands.
   
6. Targeting Gender Inequality: Since women are the majority of the beneficiaries and
   are disproportionately affected by the digital divide, policies need to specifically
   address their needs. This could mean more tailored support for women trying to
   access digital systems and making sure they are not left behind.

The Bottom Line: Inclusivity is Key

Digital social protection is a fantastic idea in theory, but in practice, it’s leaving too many
people behind—especially those who need it the most, the vulnerable. The promise of ease
and efficiency falls flat if people cannot access their benefits due to technology barriers, poor
infrastructure, or even exploitation.

For Zambia’s digital social protection system to truly live up to its promise, it needs to be
inclusive. That means involving informal economy workers in policy decisions, making the
tech more accessible, and building the infrastructure needed to support these systems. If we
can get this right, digital social protection can indeed become the lifeline it was meant to be
for Zambia’s most vulnerable workers.