About this module
Level 1 made you a safe, honest agent. Level 2 makes you a business owner who can keep the kiosk open, the float right and the customers coming back.
Who it is for. People who have finished Digital Skills and Mobile Money Agent (Level 1), or who can show the same skills. National Proficiency II covers varied work, mostly routine, under limited supervision. Trainees with disabilities are welcome; Unit 7 has an accessibility section.
CTVET status. No CTVET digital-skills or mobile-money programme at this level was found. This module is not a CTVET curriculum. It follows CTVET's format so it can be put forward later.
Rules change fast. Fees, limits, commissions and the Ghana Card rules in this manual were checked in October 2026 but change often. Always confirm with your network, the Bank of Ghana or the agency named before you act.
Bridge from Level 1: what you already know
- Never share a PIN or code; two-step verification; call 292 to report cyber fraud
- Five common scams: wrong transfer, fake customer care, SIM swap, phishing, WhatsApp takeover
- Android basics and accessibility tools; saving data
- Email, WhatsApp Business profile and catalogue; helping with forms
- Cash-in, cash-out, interoperability; MTN wallet limits and fees
- Agent requirements; recording ID before cash-out; commission sums
- Float and cash; day-end balance; cash security rules
- Location checklist; extra services; price board; STMA permit fees
Level 1 did not cover how to plan float for a busy day, how agents themselves are cheated, spreadsheets, Act 843 and Act 1038 in detail, the biometric Ghana Card rule, ghana.gov, solar backup, or online work. Level 2 covers all of these. Never use real PINs, real customer data or real money in class.
How the module works
Each unit has learning outcomes, performance criteria, the range and the evidence your assessor needs. You are judged Competent or Not Yet Competent. About 70% of the time is practical, following CTVET's Oil Palm programme split of about 30% school and 70% workplace.
Unit 1 · Run the agent business at scale
More customers means more cash, more float and more risk. Plan the day before it plans you.
Competency standard
| Learning outcome | Performance criteria — the trainee… |
|---|---|
| 1.1 Plan float and cash | predicts a busy day and plans top-ups before cash or float runs out |
| 1.2 Explain the agent rules | names the regulator, the Act, the ID rule and what the network can do to an agent |
| 1.3 Work out commission | calculates a day's commission and checks it against the statement |
Range. Kiosk or shop with one network. Evidence. Float plan; oral questions; commission calculations.
Who makes the rules
- Mobile money is regulated by the Bank of Ghana under the Payment Systems and Services Act, 2019 (Act 987). The Bank of Ghana's e-money issuer and agent guidelines date from July 2015 and require that e-money is provided by licensed institutions.
- You do not "own" the mobile money business. The licensed e-money company does; you are its agent.
- Customers must be able to see your prices. Customers complain about absent agents, overcharging and prices not shown.
- Agents must record a valid ID before a cash-out.
- Money moves between networks and banks through interoperability.
- The 1% e-levy was abolished; the repeal took effect on 2 April 2025.
What the network can do to you
In April 2026 MTN Ghana announced routine audits of its agent platform. The audits look for commission manipulation, unauthorised fees, cash-in and cash-out misconduct and KYC breaches. Small faults bring warnings; serious ones bring suspension or permanent removal, and some accounts have already been restricted. KYC means "know your customer": you check who the customer is.
Never charge extra. Charging fees the network did not set, or splitting one transaction to earn more commission, is the kind of misconduct audits are designed to find. Your account, float and income can be frozen.
Float planning
You need cash to pay out and e-float to receive deposits. Low capital and poor planning cause shortages; use your records to predict busy days, and use super agents, banks or microfinance for top-ups. Cash-in uses up your e-float and adds cash. Cash-out adds e-float and uses up your cash. The two move in opposite directions.
Busy days to expect: market days, month-end, salary days, and before festivals. Your own records will show this better than any guess.
Commission
At Level 1 you used MTN's agent commission of 0.4% on cash-outs up to GH¢2,000 and GH¢8 at GH¢2,000 and above, from March 2024. A table supplied to the author gives the same two rates and adds GH¢0.20 for cash-outs below GH¢50 (GH¢100 earns GH¢0.40, GH¢500 earns GH¢2, GH¢2,000 earns GH¢8). Higher figures you may see, such as 1% and GH¢20, match the customer's fee, not the agent's pay. An MTN help page on the new agent commissions exists but could not be read. A May 2026 business article gives the same three rates, but it names no MTN document, so ask your MTN service centre for the current table in writing and keep a copy. Commission on cash-in was not verified.
The cash trap
You start the day with GH¢3,000 cash and GH¢10,000 e-float. You do 30 cash-outs averaging GH¢300 and 20 cash-ins averaging GH¢400. (1) Total cash paid out, and total cash received? (2) Cash and e-float at the end? (3) If all cash-outs came first, would you run out of cash? When? (4) Commission on the cash-outs at 0.4%?
Float plan
- From one week of (practice) records, find your busiest day and the biggest hour.
- Write a float plan: starting cash, starting e-float, level at which you top up, and who you call for top-ups.
- Role play: a customer asks to cash out GH¢2,500 and you have GH¢1,800. Explain politely and offer a solution without losing the customer.
- Write three questions to ask the network service centre about commission and rules.
Interview an agent
Ask a busy agent how they plan float and how often they run short. Write what they say (no names or amounts of customers).
Unit 2 · Fraud defence for agents
At Level 1 you learned the scams that target customers. Now learn the ones that target you.
Competency standard
| Learning outcome | Performance criteria — the trainee… |
|---|---|
| 2.1 Recognise agent scams | names the reversal, fake-alert, fake-agent and SIM-swap tricks and the warning signs |
| 2.2 Protect the till | follows steps that stop losses before releasing cash |
| 2.3 Report and recover | reports quickly to the network, the Cyber Crime Unit and 292 |
Range. Role plays and written cases. Evidence. Oral questions; role plays; incident report.
How big is the problem
Ghana's mobile money agents say fraud is rising: the INTERPOL African Cyberthreat Assessment Report 2026 was quoted as saying Ghanaians lost about US$1.3 million in the first quarter of 2026, through phishing, SIM-swap attacks, fake promotions and social engineering. The agents' association chairman also said many officials and companies had not done enough. Agents have also reported armed robbery and mob anger from customers who wrongly blamed them for fraud.
Tricks aimed at agents
| Trick | How it works | What you do |
|---|---|---|
| Reversal (wrong transfer) | A caller says money was sent to you by mistake and begs you to send it back. A fake confirmation SMS may be shown. If you "reverse" it, the money comes from your own wallet. | Open the real app or dial the network menu and check your balance. Never trust an SMS or screenshot. |
| Fake deposit alert | A customer shows a fake SMS saying money has been sent, and asks for cash. | Release cash only after you see the money in your own wallet. |
| Fake customer care | A caller pretends to be from the network and asks for a PIN or code. | End the call. MTN says its official calls come only from 0244 300 000 and nobody will ask for your PIN. |
| SIM swap | Fraudsters move your number to a new SIM to take over your wallet. | If your phone suddenly loses signal for no reason, call the network from another phone at once. |
| Phishing and fake promotions | A link or message asks you to "verify" your account or claim a prize. | Never click. Delete. |
| Fake agent calling your customer | A fraudster calls a customer just after a deposit and says the money "turned into airtime" and gives steps to "recover" it. | Warn customers at the counter: you will never call them to ask for a PIN. |
An older Graphic report listed agent-assisted theft during deposits and PIN theft among the common kinds of fraud. Agents are sometimes the criminals, which is why the network audits them. Be the agent customers trust.
Rules for the till
- Check your own wallet before releasing any cash
- Never share your PIN or a code with anyone, not even a "network officer" or your own helper
- Use a separate phone for the agent wallet; do not let children use it
- Never leave the phone, SIM or cash alone at the counter
- Use a helper only after you have taught them these rules; give them their own login if the network allows
- Keep the network service centre number saved on a second phone
- Call 292 before sending money to anyone suspicious
Report it
- Tell your network at once and keep the SMS and call logs.
- Report to the Cyber Crime Unit and your local police division.
- Call or text 292, the Cyber Security Authority's 24-hour line, or WhatsApp 0501603111.
- On WhatsApp, a stolen account is usually taken by asking for the six-digit code; keep two-step verification on.
Money already withdrawn may never come back, so report within minutes.
Never confront a suspected fraudster alone. Agents have been attacked. Keep calm, lose no cash, record the number and report. If you feel in danger, close the kiosk and call 112 or the police.
Real or fake?
- A caller says: "I sent you GH¢800 by mistake. Please send it back." Your balance has not changed.
- A customer shows an SMS "Cash In GH¢1,000 received" and asks for GH¢1,000 cash. Your wallet has not changed.
- Your phone loses signal for three hours, then a message says your SIM was replaced.
- A caller says he is from the network and has "a promotion for agents", but needs a code you just received.
- A regular customer says her deposit "went to airtime" after a stranger called her.
Fraud role plays
- Play the agent: refuse a reversal caller, then write a short incident note (time, number, what was said).
- Play the agent: refuse cash against a fake alert, without insulting the customer.
- Make a "Fraud warning" poster for the kiosk wall in plain words (picture instructions for deaf customers).
- Save 292, the network helpline and the police number on a second phone.
Teach a customer
Explain the reversal scam to three customers or family members. Write who you told and any question they asked.
Unit 3 · Records, money maths and tax
If you do not write it down, you do not know whether you earned or lost. A good book is also your proof when a customer or the network asks.
Competency standard
| Learning outcome | Performance criteria — the trainee… |
|---|---|
| 3.1 Keep a daily record | records each transaction and balances cash plus float at day end |
| 3.2 Use a spreadsheet | enters a week of records in Google Sheets and uses SUM |
| 3.3 Work out profit | subtracts monthly costs from commission and finds profit |
| 3.4 Know the tax steps | explains the Ghana Card TIN, small-business tax options and where to ask |
Range. One week of practice records. Evidence. Record book; spreadsheet; profit calculation; oral questions.
The paper book
Use one book per day. Columns: time, type (cash-in, cash-out, airtime, bill, other), amount, customer ID checked (yes/no), commission, cash after, float after. At day end add cash and float: the total must equal the start total plus commission and minus costs. If it does not, find the error before you lock the kiosk.
The spreadsheet
Google Sheets is free spreadsheet software. The formula =SUM(A2:A100) adds a range of cells, and SUMIF adds only the cells that meet a condition, such as all the cash-outs. Set up three columns for a day: type, amount, commission. Add a row at the bottom with =SUM(C2:C100) to total the commission. Copy the sheet to Google Drive so a lost phone does not mean lost records. Never put customer names, ID numbers or PINs in the sheet.
Monthly profit
Profit = commission and other income − costs
Costs to include: permit, business-name renewal, data protection fee, data, power, helper's pay, replacement phone or printer, and a share of any loan.
Work out the profit
Practice figures (made up except where marked). Commission is GH¢60 a day for 26 days. Monthly costs: helper GH¢400; power GH¢120; data GH¢60. Yearly costs divided by 12: STMA medium mobile money permit GH¢330; business-name renewal GH¢70; data protection registration for a small business GH¢156. (1) Total commission for the month? (2) Yearly costs per month? (3) All costs per month? (4) Profit per month?
Tax: what to know
- Since April 2021 your Ghana Card number has been your tax number (TIN).
- Ghana's Modified Taxation Scheme offers small businesses a fixed quarterly amount at very low turnover, and a 3% turnover tax above that. The upper limit for the 3% turnover regime was GH¢500,000, and the Income Tax (Amendment) Act, 2026 (Act 1178) raised it to GH¢750,000. The same Act raised the tax-free annual income of a resident individual from GH¢5,880 to GH¢7,056.
- In 2021 agents protested a 10% deduction on their cash-out earnings; whether it is still collected was not verified. An older article says commission from mobile banking services was taxed through withholding tax at 7.5% on payments above GH¢2,000 from non-individual payers. The rate and who it applies to may have changed. Confirm with the Ghana Revenue Authority and your network.
- The e-levy no longer exists.
Which tax group are you in? Whether an agent's commission falls under the Modified Taxation Scheme, withholding tax or something else was not verified. Do not guess. Ask a GRA office in Takoradi, bring your records, and write down the answer and the officer's name.
My records
- Keep a paper day-book for five (practice) days and balance it each evening.
- Copy the records into Google Sheets and total the commission with SUM.
- Back up the sheet to Google Drive.
- Write a monthly profit sheet for your planned kiosk.
Ask about tax
Visit or call the GRA office and ask which scheme a small mobile money agent should use. Write the answer.
Unit 4 · Customer data, the Ghana Card and cyber law
You hold secrets that belong to your customers: who they are, how much they have and who they pay. The law now says how to look after them.
Competency standard
| Learning outcome | Performance criteria — the trainee… |
|---|---|
| 4.1 Explain data protection | names Act 843, the Data Protection Commission and a customer's rights |
| 4.2 Handle the Ghana Card correctly | explains biometric verification and why photocopying is being stopped |
| 4.3 Know the cyber law | names Act 1038 and the offences that affect ordinary people |
| 4.4 Protect data in practice | applies a short data-handling checklist at the kiosk |
Range. A kiosk or service desk. Evidence. Oral questions; role play; checklist.
Act 843: the Data Protection Act
Ghana's Data Protection Act 2012 (Act 843) gives people rights over their personal data and created the Data Protection Commission. The Commission says anyone who collects, stores or manages personal data must register. A search summary of its page listed a small-business and start-up registration fee of GH¢156 in October 2026. That page could not be read in full: confirm the fee and whether a one-person kiosk must register with the Commission.
The Ghana Card: biometric checks, not photocopies
- The National Identity Register (Amendment) Regulations, 2026 (L.I. 2523) came into force on 9 June 2026. They replace visual checks and photocopying with biometric verification (a fingerprint or face check) of the Ghana Card.
- Banks, telecoms companies, insurers, hospitals, schools and government agencies must stop photocopying Ghana Cards. There is a transition window from 27 July to 2 November 2026 to allow organisations to get equipment. The Minister said the window did not suspend the legal obligation.
- Penalties named include fines, suspension from the NIA verification system and, where allowed, licence withdrawal. The NIA is to publish toll-free numbers for citizens to report those still demanding copies.
- Whether small agents and printing kiosks must use the system, and by what date, was not verified. Ask your network and the NIA.
What this means for you: do not photocopy, photograph or store customers' Ghana Cards at your kiosk. Look at the card, type only what the transaction needs, and give it back.
SIM re-registration and Ghana Card blocks
The Minister for Communications has said SIM re-registration will clean fraudulent data from the system and that the system will block the Ghana Card of possible offenders. Exact dates and requirements were not given in the article seen. Watch official announcements. Never help a customer register a SIM with someone else's card.
Act 1038: the Cybersecurity Act
The Cybersecurity Act, 2020 (Act 1038) set up the Cyber Security Authority to regulate cybersecurity and respond to cyber threats. Reports say it makes sexual extortion (section 66) and sharing of intimate images without consent (section 67) offences carrying prison terms. Section numbers and penalties for ordinary online fraud were not verified here. Report any online crime to 292.
Kiosk data checklist
- Look at the ID; do not copy, photograph or keep it
- Write the ID type and last four digits at most in your book, only if the network requires it (confirm)
- Never keep a customer's PIN, password or OTP
- Keep your book and phone locked; do not leave them on the counter
- Never post a customer's details, receipt or photo on WhatsApp status or groups
- If you lose your phone, tell the network and change your passwords at once
What would you do?
- A customer asks you to keep a photocopy of her Ghana Card "for next time".
- A shop owner asks you to photocopy a customer's Ghana Card to attach to a form.
- A helper wants to save customers' phone numbers in a WhatsApp group "to send promotions".
- A stranger threatens to share a private photo of you unless you send money.
Data desk
- Role play: refuse to copy a Ghana Card in a friendly way, in under 30 seconds.
- Write a one-page notice for the kiosk wall: "We do not keep your documents."
- Check your own phone: screen lock, two-step verification, no ID photos in the gallery. Delete any.
Phone clean-up
Check a family member's phone with them: remove saved PINs and photos of ID cards. Write what you found, without names.
Unit 5 · Digital tools and public services
Many customers cannot use government websites alone. Teach them or do it with them, and you have a new service.
Competency standard
| Learning outcome | Performance criteria — the trainee… |
|---|---|
| 5.1 Use ghana.gov | explains what the platform is and how to reach it by phone |
| 5.2 Help with registrations | guides a customer through a practice name search and form |
| 5.3 Use Google tools | uses Gmail, Drive, Docs and Sheets for business tasks |
| 5.4 Use WhatsApp Business well | sets up labels, quick replies, greeting and away messages |
Range. Practice forms and demo accounts. Evidence. Observation; forms; settings checked.
ghana.gov
Ghana.gov is a payments and revenue platform that gives one point of access to government services. Reach it on www.ghana.gov.gh, by the Citizen app, or on any phone (even a basic one) by dialling ***222#**. It was launched on 14 July 2021 and links services such as the Ghana Revenue Authority, the Passport Office, the Lands Commission and the Registrar General's Department. Which services work fully online today was not verified. Use the official website or *222# only; never use a link sent by SMS.
Registering a business name
The Office of the Registrar of Companies lists registration of a business name at GH¢130 and the yearly renewal at GH¢70 in its 2026 fee schedule. Use the official site; do not pay "agents" who ask for more. Your Ghana Card number is your tax number.
Google tools
- Gmail for official letters; Drive to back up spreadsheets and your CV; Docs for quotes and notices; Sheets for records.
- Use a strong password you do not use anywhere else, and two-step verification on Google as well as on WhatsApp.
- Share a Drive folder only with people you trust, and never put customer ID documents in Drive.
WhatsApp Business: the next level
At Level 1 you made a profile and a catalogue. The app also lets you:
- Add up to 20 labels to sort customers (for example "waiting for payment" or "printing done")
- Save up to 50 quick replies you can send with one tap
- Send an automatic greeting to new customers and an away message after hours
- Keep a catalogue of up to 500 products and services
A catalogue lets you set prices and share items with customers. These limits may change with updates.
Do not spam. Send promotions only to people who asked for them, and let them stop. Never message customers' details to other people (see Unit 4).
Digital service desk, Level 2
- Open a practice Gmail account; make a Drive folder; upload a CV; share it with one trainee only.
- With a partner playing the customer, search for a business name on the official Registrar's website (practice only, make no payment) and write down the steps.
- Dial *222# on a phone (without paying) and write the menu options you see.
- On WhatsApp Business, set three labels, five quick replies, a greeting and an away message.
Help a small business
Help a small trader set up a WhatsApp Business greeting and three quick replies (with permission). Write what you did.
Unit 6 · Power backup and location
A kiosk with no power or no signal loses customers, and a kiosk in the wrong place loses money.
Competency standard
| Learning outcome | Performance criteria — the trainee… |
|---|---|
| 6.1 Work out power needs | lists the kiosk loads and calculates daily watt-hours |
| 6.2 Choose a backup | compares a power bank, inverter and solar kit on cost and use |
| 6.3 Choose a location | compares two sites and chooses the better one with reasons |
Range. A kiosk with a phone, lamp, router and charger. Evidence. Power calculation; comparison sheet; location report.
Why power matters
Ghana has had frequent power outages since February 2024. Small enterprises are especially exposed because many cannot afford backup power. A kiosk that goes dark cannot serve customers or see its screen at night.
Work out your load
Energy (watt-hours) = power (watts) × hours used. Add up everything you want running.
How much power?
The kiosk has: a router, 12 W, 12 hours; two LED lamps, 9 W each, 5 hours; phone charging, 30 W in total, 6 hours; the agent's phone and POS, 10 W, 12 hours. (1) Watt-hours for each item and the total? (2) Add 30% for losses: what is the new total? (3) A battery holds 1,200 Wh but for this exercise you may use only half. Is it enough for one day? (4) What is the most power in use at one time?
What it costs
Advertised small inverters in Ghana were GH¢400 for 500 W and about GH¢650–700 for 1,000 W in October 2026, and a 1,500 VA hybrid inverter was GH¢2,500. Lithium batteries of 48 V and 100 Ah were advertised at about GH¢10,000–11,000; small 12 V battery and solar panel prices were not verified, so get at least three written quotes. Listings are not guarantees: test before you pay.
Electrical safety. Do not wire batteries, inverters or panels yourself. Use a qualified solar installer; do not leave batteries to charge in a closed cupboard; never use a generator indoors; keep a fire extinguisher at the kiosk. Switch off the system before moving it.
Where to set up
Towns are crowded with agents, so competition is hard and margins are thin, while many rural and remote areas have no permanent agent. Locations that give good returns for a mobile money and digital service business:
- Footfall: markets, lorry stations, junctions, schools, clinics
- Needs nearby: a bank or super agent for top-ups, a Registrar or Assembly office, people who need typing and printing (students, job seekers)
- Safety: lit and busy, near other shops, not isolated; register with the nearest police station
- Signal and power: two networks if you can, and backup power
- Access: level ground and a wide door for wheelchair users (Unit 7)
- Permit: allowed by the Assembly; not on a road reserve
Agents who went to customers rather than waiting saw cash deposits rise about 15 times in one study. A roving agent still needs the cash security rules.
Power and site
- List every item at a real or practice kiosk with watts and hours.
- Work out total watt-hours and write down what a solar installer must be told.
- Switch on a small lamp from a demonstration battery and inverter with the trainer (trainer does the wiring).
- Visit two sites, count people passing in 15 minutes and agents within 100 metres, and score each on the checklist.
Three quotes
Get three prices for a small inverter and battery from different Takoradi shops. Write them in a table.
Unit 7 · Extra income, online work and your brand
Commission is small. The trusted shop with several services, a good name and a few online customers earns more.
Competency standard
| Learning outcome | Performance criteria — the trainee… |
|---|---|
| 7.1 Plan extra income | plans three services and prices them with a margin |
| 7.2 Find online work | names two kinds of online work and the safe way to be paid |
| 7.3 Market yourself | sets up Google Business Profile, signage, referrals and a portfolio |
| 7.4 Include everyone | makes a kiosk and its services open to people with disabilities |
Range. A real or planned business site. Evidence. Price list; marketing samples; accessibility check.
Extra services that fit
- Typing, printing, CVs and form-filling; Ghana Card number, tax and SSNIT tasks
- Airtime, data, bill payment and phone charging
- Setting up WhatsApp catalogues for small traders
- Helping with ghana.gov payments (Unit 5)
- Typing and sending photos for others' online work (see below)
Price a CV service
Practice figures (made up). Paper and ink cost GH¢3 for each CV. You want a margin of 100% on cost and you also want to cover GH¢2 of your time. You expect 8 CVs a day. (1) What is the price of one CV? (2) Money from 8 CVs? (3) What is the profit for 8 CVs?
Online work and freelancing
- Micro-work and freelancing: writing, design, video and photo editing, virtual assistance, data entry, translation. A phone and good data are the main tools. Platforms such as Fiverr and Upwork pay in dollars; one guide says the common route is to receive payment through Payoneer or Wise and then withdraw to MTN MoMo or Telecel Cash. Payoneer's own price page says a withdrawal to a local bank account in the same currency costs US$1.50, a withdrawal with currency conversion costs 1.2% to 4% depending on the currency, some countries have a minimum fee of up to US$20, and a US$29.95 yearly fee applies if the account receives less than US$6,000 in 12 months; fees for marketplaces such as Fiverr vary. These are the company's global prices, not a Ghana quote. Wise fees and the delay before money reaches MoMo were not verified; read each platform's page.
- Social selling: sell goods on WhatsApp status, Facebook and Instagram using clear photos and prices; take payment only after you receive the money in your own wallet.
- Safety: never pay "a fee" to get a job; never give a PIN, password or Ghana Card details to an unknown "employer"; report fake job offers to 292.
- Earnings figures on websites vary widely and could not be checked. Start small with one skill.
What nobody has told you. Free national courses exist and many online jobs need only one skill done well. Data is expensive in Ghana. Do your online work where there is Wi-Fi, and do not count on income before you have your first paid job.
Market yourself
- Google Business Profile is a free listing on Google Search and Google Maps. Verification is by phone, email, video call or postcard, and Google will never ask for your verification code; do not pay anyone to "verify" you.
- WhatsApp Business: photos of your price board, catalogue, greeting and quick replies (Unit 5).
- Signage and fixed hours: display your permit and prices; hidden prices make customers distrust agents.
- Referrals: ask happy customers to tell two friends; thank them.
- Portfolio: photograph your price board, your tidy kiosk, thank-you messages (with permission) and sample CVs with made-up details. Keep them on your phone, on Drive and in a WhatsApp Business album.
- Pay the STMA mobile money vendor permit: small GH¢270, medium GH¢330, large GH¢460 in 2025; business centres under 11 workstations GH¢100. Check the current year with the Assembly.
Accessibility
Ghana's Persons with Disability Act, 2006 (Act 715) says a person who serves the public must provide facilities that make the service accessible to people with disability. The Assemblies' disability fund rose from 3% to 5% in 2026, with a Disability Desk at each Assembly, and the Sekondi-Takoradi Assembly has given equipment to persons with disabilities. In 2020 MTN set up 100 persons with disabilities as agents, each with a disability-friendly kiosk and starting capital.
For your kiosk:
- Level ground or a ramp, a wide door, a low counter at wheelchair height
- Large-print price board and picture instructions for deaf customers; a pen and paper
- A screen reader (TalkBack, or NVDA on a computer) for blind helpers
- Read amounts aloud and let the customer confirm before you press send
- Never ask a customer with a disability to share a PIN "so you can help" (Unit 2)
Only 7% of visually impaired Ghanaians owned a smartphone in 2020; trained, confident users can change that.
Brand and business plan
- Write a price list of five services (made-up costs); use the Unit 7 CV exercise method.
- Set up a Google Business Profile for a practice business (do not submit for verification unless you own a real one).
- Make a price board and a WhatsApp Business album with five photos.
- Do an accessibility walk-round of a real kiosk and write five improvements.
- Write a one-page Level 2 business plan: location, services, float plan, power plan, safety plan, data plan.
Ask for a referral
Ask two real customers or neighbours what they like best about a local kiosk, and how they heard of it. Write their answers.
Glossary
| Term | Meaning |
|---|---|
| Biometric verification | Checking a person by fingerprint or face against the Ghana Card |
| Cyber Crime Unit | The police unit that investigates online crime |
| Float | The e-money and cash an agent keeps to serve customers |
| Interoperability | Sending money between networks and banks |
| KYC | Know your customer: checking who the customer is |
| Quick reply | A saved WhatsApp Business message sent with one tap |
| Reversal scam | A fake "I sent it by mistake" request to send money back |
| SIM swap | Moving a phone number to a new SIM to take over a wallet |
| TIN | Taxpayer identification number; the Ghana Card number for individuals |
| Watt-hour | Power in watts times hours used |
Logbook
Copy these pages into an exercise book. Your logbook is part of your assessment evidence.
- Unit 1: float plan; cash-trap exercise; agent interview
- Unit 2: fraud role plays; incident note; poster; customers taught
- Unit 3: five days of records; spreadsheet; profit sheet; tax question
- Unit 4: data desk role play; notice; phone clean-up
- Unit 5: Gmail and Drive tasks; *222# notes; WhatsApp Business settings
- Unit 6: power calculation; two-site comparison; three quotes
- Unit 7: price list; Google Business Profile; accessibility walk-round; business plan
- Every homework, dated
Self-check quiz
- Which law and which regulator govern mobile money agents?
- Name two things an MTN audit looks for.
- Cash-outs raise which of your two balances and lower which?
- What do you do when a caller asks you to "reverse" a mistaken transfer?
- When may you release cash against a deposit?
- What number do you call to report cyber fraud?
- What has the Ghana Card regulation of 2026 replaced photocopying with?
- Which Act gives people rights over personal data?
- How do you dial ghana.gov on a basic phone?
- What formula gives energy in watt-hours?
- Name two places to check before choosing a kiosk site.
- Name two things you can do to make your kiosk accessible.
Further reading and sources
Best next reads: your Level 1 manual; the Cyber Security Authority's advisories; your network's agent guide; the Data Protection Commission and NIA official sites; the Hub's Money Skills manual.
What this module does not cover: Telecel and AT agent rules (not found officially), the exact Bank of Ghana agent licensing text (not read), super-agent and aggregator contracts, typical agent incomes (no reliable Ghana figure; for comparison, a GSMA survey of 79 Kenyan agents in 2021–22 found 55% earned most of their income from other business, not mobile money), coding and computer repair.
Every source used in this manual is listed, with links, in the Teacher Copy.