March 8th, 2021

Executive Summary

It is estimated that one billion people (15 percent) of the world’s population has some form of disability. From the number, between 110 million and 190 million people have significant disabilities, according to the World Bank. In Kenya, the 2019 census revealed that 0.9 million people live with some form of disability, translating to 2.2 percent of the total population. In this group, 1.9 percent are men and 2.5 percent are women; with 0.7 million of them living in rural areas and 0.2 million living in urban areas.

Persons With Disability are among the most vulnerable, especially in developing countries like Kenya, where they face a myriad challenges. While a lot of ground has been covered in promoting financial inclusion in the country, more efforts are needed to ensure full inclusion of Persons With Disability. In the Kenya Bankers Association Customer Satisfaction Survey (2020), 81 percent of PWDs reported that they were largely able to use banking services independently. The findings suggest the need for more work towards ensuring banking services are accessible to all.

Coming after the Kenya Banking Industry PWD Digital Accessibility Pilot Project Report, this Case Study documents banking challenges from Clients With Disabilities’ and bank staff perspectives. Its recommendations aim to support industry initiatives towards promoting financial inclusion in line with the banking industry’s Strategic Plan (2019-2023).

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