Zicta Ict Survey - 2018

ii
2018 N ATIONAL ICT SURVEY REPORT

iii
2018 NATIONAL SURVEY ON ACCESS AND USAGE OF

2018 NATIONAL SURVEY ON ACCESS AND USAGE OF INFORMATION AND
INFORMATION ANDTECHNOLOGIES
COMMUNICATION COMMUNICATION TECHNOLOGIES
BY HOUSEHOLDS AND BY
HOUSEHOLDS AND INDIVIDUALS
INDIVIDUALS
A Demand Side Assessment of Access and Usage of ICTs in Zambia
ZAMBIA INFORMATION AND COMMUNICATIONS TECHNOLOGY AUTHORITY
REPUBLIC OF ZAMBIA www.zicta.zm REPUBLIC OF ZAMBIA

Central Statistical
REPUBLIC Office
OF ZAMBIA www.zicta.zm REPUBLIC OF and
ZAMBIA
Ministry of Transport
www.zamstats.gov.zm Communications
Central Statistical Office Ministry of Transport and
www.zamstats.gov.zm With financial support from www.mtwsc.gov.zm
Communications
With financial support from www.mtc.gov.zm
www.zicta.zm1
2018 NATIONAL SURVEY ON ACCESS AND USAGE OF INFORMATION AND

COMMUNICATION TECHNOLOGIES BY HOUSEHOLDS AND
INDIVIDUALS

REPUBLIC OF ZAMBIA
REPUBLIC OF ZAMBIA www.zicta.zm Ministry of Transport and
Central Statistical Office Communications
www.zamstats.gov.zm www.mtc.gov.zm
REPUBLIC OF ZAMBIA REPUBLIC OF ZAMBIA

Central Statistical Office www.zicta.zm Ministry of Transport and
www.zamstats.gov.zm Communications
With financial support from www.mtwsc.gov.zm
With financial support from
2 2018 NATIONAL SURVEY ON ACCESS AND USAGE OF INFORMATION AND COMMUNICATION TECHNOLOGIES BY HOUSEHOLDS AND INDIVIDUALS
2018 NATIONAL SURVEY ON ACCESS AND USAGE OF
INFORMATION AND COMMUNICATION TECHNOLOGIES
BY HOUSEHOLDS AND INDIVIDUALS

PREFACE
It is my pleasure to present to you the findings of the 2018 National
Survey on Access and Usage of Information and Communication
Technologies (ICTs) by households and individuals in Zambia.This
is the third wave of data collection undertaken in Zambia for
one of the most comprehensive demand side assessments that
focuses on various attributes of access and usage of ICTs. Prior
surveys with a similar scope were undertaken in 2013 and 2015
by the Authority in collaboration with the Ministry of Transport
and Communications and the Central Statistical Office.
A number of issues relating to access and usage of ICTs that build
on the data collected in previous assessments were considered
in the 2018 survey. These included but were not limited to the
extent of ownership of ICT related devices, usage of ICT services
as well as the quality of experience when using various ICT
related services. The 2018 survey extended the scope of prior
assessments as more detailed insights about gender and ICTs, as
well as various attributes related to the management of electrical
and electronic waste were investigated.
Notwithstanding, the survey collected information related to
new developments related to digital financial services, risks connected to the online environment and the associated
mitigation strategies and barriers to increased access and usage of ICTs. For the first time, an assessment of
individuals’ skills related to ICTs was also undertaken in 2018.
This survey is a critical resource that will inform the effectiveness of the various strategies adopted by many state
and non-state actors in nurturing the digital society.The insights presented in the report provide input for measuring
progress towards the attainment of various targets espoused in key national strategic documents such as the Seventh
National Development Plan and the Vision 2030. The global 2030 Agenda for Sustainable Development Goals also
places great importance on ICTs for development. Particularly, indicators covering six targets under Goals 4, 5, 9,
and 17 reflect the priority placed on ICTs in achieving the global development agenda.
Undertaking demand side assessments of the magnitude and scope of the 2018 national survey on access and
usage of ICTs is a costly exercise. The survey received financial support from the Government of the Republic of
Zambia through the Zambia Information and Communications Technology Authority (ZICTA) and the Government
of Sweden through the Swedish International Development Assistance. We would like to take this opportunity to
appeal to other stakeholders to complement our efforts in undertaking similar assessments in the future. I am
hopeful that you will find the insights highlighted in this report useful for shaping programmes and strategies aimed
at leveraging on the full potential of ICTs for the achievement of socio-economic development for all.
Patrick M. Mutimushi
Director General
Zambia Information and Communications Technology Authority
FOREWORD
Since 2013, the Central Statistical Office (CSO) has been
collaborating with the Zambia Information and Communications
Technology Authority (ZICTA) in carrying out the Information and
Communication Technology (ICT) Survey. The 2018 ICT Survey is
the third in the series. The first Survey was conducted in 2013
and the second one in 2015. CSO as the focal point for national
statistics has endeavoured to provide the requisite support in order
to ensure the successful implementation of all the ICT Surveys
undertaken so far.
As the demand for quality statistics increases, CSO has a critical role
in providing technical support to various sectors in data collection
and validation. The collaboration between CSO and ZICTA in
data generation has been very productive as it has provided great
opportunity for capacity building in both institutions for data
processing and analysis. The data produced has been useful in the
development of national indicator framework for implementation
of the national development plan. The 2018 data set will add to the
wealth of existing data on ICTs.
I would like to commend ZICTA for consistency in conducting the surveys according to the set periodicity, in order
to keep up to speed with the demand for ICT data and statistics. It is inevitable that ZICTA continues being proactive
in mobilization of resources for data production as there is a lot of demand for statistics to track progress being
made towards meeting the targets that are set in the 7NDP, the SDGs and the Vision 2030.
It is my sincere hope that this report will be useful in formulating public ICT policies that promote adequate access
to ICTs for everyone.
Goodson Sinyenga
Acting Director of Census and Statistics
Central Statistical Office
www.zicta.zm5
ACKNOWLEDGEMENTS
The 2018 National Survey on Access and Usage of ICTs by Households and Individuals was undertaken
by the Zambia Information and Communications Technology Authority (ZICTA) in collaboration with the
Central Statistical Office and the Ministry of Transport and Communications.
The three implementing organisations wish to thank the various households and individuals that participated
in the survey. We would also like to thank the various organisations that made very important technical
contributions during the implementation of the survey. Particularly, we are grateful to the Bank of Zambia
and the Financial Sector Deepening Zambia (FSDZ) for their useful insights especially on issues relating to
digital financial services. We are also grateful to the United States Agency for International Development
for providing technical assistance on matters related to Gender and ICTs. The report also benefitted
from consultations and feedback by staff from the three implementing institutions and other external
stakeholders.
We are entirely thankful to the Government of Sweden through the Swedish International Development
Cooperation Agency (SIDA) for the financial support provided towards the implementation of the survey.
EXECUTIVE SUMMARY
The 2018 Survey on access and usage of Information recorded the highest frequency of households that
and Communication Technologies (ICTs) was aimed indicated that they owned a working television set
at measuring progress in the uptake of ICT products which was used to access broadcasting services and
and services across the country. This follows prior had access to pay television channels constituting
assessments undertaken in 2013 and subsequently 56.5 percent and 28.4 percent respectively.
2015 with a similar overall scope. The survey
investigates various attributes relating to quality of c) Ownership of Computers by Households
experiences, barriers to access, affordability, diversity
of services as well as the challenges experienced There was a minute improvement in the ownership
during usage. For the first time, the 2018 survey of computers by households. The proportion of
considers aspects related to electronic waste households that owned computers increased from
management among households and individuals 7.1 percent observed in 2015 to 8.1 percent in 2018.
as well as provides a more extensive assessment Notable imbalance was observed between urban
o aspects relating to gender and ICTs. The survey and rural areas as 14.7 percent of households in
maintained its national scope and provides regional urban areas indicated that they owned a computer
and provincial estimates on all the aspects evaluated. while only 2.7 percent of households based in rural
Robust estimates are provided based on a response areas owned a computer.
rate of 99.9 percent of all the households selected
in the sample. The key findings from the survey are d) Access to Internet Services by Households
outlined below:
Access to internet services among households
a) Access to Electricity by Households increased from 12.7 percent reported in 2015 to
17.7 percent in 2018. The survey established that
A key feature on households investigated was the mobile broadband services accessed through a
access to electricity which has possible causal mobile phone were the most prominent source
influence on uptake of ICTs. Only 32.9 percent of of internet services by households. Less than
the households indicated that they source power 2.7 percent of the households accessed internet
through a utility company.This reflects less extensive services through fixed internet services. The main
connections in the country and could negatively challenges cited by households in service provision
affect the extent of uptake of ICT services. The related to complaint resolution and internet
problem is particularly pronounced in rural areas speeds offered by service providers. The identified
where only 6 percent of the households receive barriers to increased uptake of internet services by
electricity from utility companies while 65.5 percent households included but were not limited to lack of
of households based in urban areas have access to skills, the cost of devices as well as the cost of the
electricity through power utility companies. service offers on the market.
b) Access and Usage of Television and Radio e) ICT skills among Individuals
Broadcasting Services
Only 6.8 percent of individuals across the country
The proportion of households across the whole reported to know how to use a computer. The majority
country with a working television set increased of individuals across the country had basic computer
from 33 percent to 37 percent between 2015 and skills and mainly undertook basic activities on the
2018. The proportion of households across the computer. The proportion of individuals across the
country with relatively more advanced ICT skills was
country that own a working radio reduced from
low. The distribution of individuals according to their sex
45 percent in 2015 to 40 percent in 2018. ZNBC based on the type of ICT skills revealed that the majority
television stations remain the most widely accessed of individuals with the identified skills were mainly male.
local television stations by households that own
working television sets in Zambia. On the other f) Ownership and Usage of Mobile phones
hand, the majority of households in the country
that own working radios indicated that they access It was estimated that 53.5 percent of all the individuals
community radio stations. GoTV and Topstar across the country were active users of mobile cellular
www.zicta.zm7
telephones established by estimating the proportion of i) Online risks, incident and mitigation by
individuals that had used a mobile cellular telephone Individuals
in the last three months prior to the survey. A sizeable
proportion of individuals that were active users of mobile
The survey estimated the proportion of individuals
telephone services, constituting 83.4 percent, owned across the country with access to the internet that
mobile devices that were subscribed to at least one local
were aware of the risks associated with online
mobile cellular network. The proportion of individuals activities at 52.9 percent. The incidence of fake
that owned a smartphone as a share of all the people
news and pornographic material were reported to
that had owned a mobile phone that was subscribed
to a local network increased from 13.5 percent to 29.6 be the most prevalent risks that users of internet
percent between 2015 and 2018. The most prominent services encountered while online, accounting for
59 percent and 46.5 percent respectively, of the total
complaints cited by individuals that indicated that they
used mobile cellular phone services was poor clarity ofnumber of users of internet services that reported
that they encountered identified risks while online.
voice calls as well as intermittent network availability or
network outages. Exposure to fake news and pornography were the
most prevalent incidents that individuals reported
g) Access to Internet Services by individuals to encounter while using social media. The survey
revealed that only 30.4 percent of the individuals
The proportion of individuals who indicated that that use internet services know how to activate
they had used the internet before was 14.3 percent security or privacy settings on social media or a
in 2018. This finding represents an increase in web browser.
the proportion of individuals that had used the
internet from 8.8 percent reported in 2015. Most j) Access and Usage of Digital Financial
of the individuals that indicated that they had used Services by Households
internet services before accessed the service
through mobile broadband internet services via The survey revealed that the most widely held formal
mobile cellular phones and modems. The main financial services accounts were electronic wallets
reason cited for not using the internet by individuals accounting for 21.5 percent of individuals aged above
was lack of knowledge on how to use the internet the age of 10 years. The survey established that at
accounting for 70.1 percent of the individuals that least 48.9 percent of all the households across the
indicated that they had never used the internet. country had used digital financial services before.
Other barriers to the uptake of internet services by The majority of the households reported using
individuals included lack of appropriate devices, lack Digital Financial Services for Receiving and Sending
of interest in the services as well as lack of access Money representing 92.8 percent and 77.6 percent
to the services. respectively.
h) Online risks and mitigation by households k) Access and Usage of Digital Financial
Services by Individuals
The survey revealed that 34.7 percent of the
households that indicated that they had access to The level of awareness on the existence of digital
internet services at home, had a member of the financial services currently on offer in Zambia
household who was responsible for monitoring among all individuals aged 10 years and older was
the content accessed online by other members estimated at 67.2 percent.The survey estimated that
of the household. The survey established that the about 29.5 percent of individuals in the country have
proportion of households that indicated that they transacted before, using digital financial services.
used tools or strategies to mitigate exposure to The main reason cited by individuals that had not
illicit content was very low accounting for 14.5 used digital financial services was that they had no
percent of the total number of households that resources to use the services or they were not
reported that they have access to the internet at registered, accounting for 54.4 percent and 39.1
home. percent of all the individuals that had not used
utility company. Greater focus should be
digital financial services before.The most prominent
on rural areas as only 6 percent of the
challenges experienced while using digital financial
households in the rural areas had supply
services were system failure and insufficient float by
through a utility company compared to 65.5
agents accounting for 55.7 percent and 39.2 percent
percent of households based in urban areas.
of individuals that had used digital financial services
and experienced some challenges.
ii. Interventions aimed at increasing awareness
need to be structured with the demographic
l) Regulation of Digital Financial Services
composition of the population in mind.
Particularly, over 78 percent of the population
Only 3.2 percent of all the individuals across the
was below 35 years of age. At the same time,
country indicated that they were aware of an
52 percent of the population are female.
institution that is responsible for the regulation of
Similarly, Lusaka and Copperbelt province
digital financial services in Zambia. Further, only 14.2
account for the largest proportion of the
percent of individuals that indicated that they had
population. There were noted imbalances in
transacted using digital financial services indicated
access and usage of ICTs with respect to the
that they were aware of channels of redress in the
geographical distribution of individuals and
event of a problem during usage of the services.The
to a limited extent across sex groups.
most prominent areas cited for the improvement of
delivery of digital financial services were related to
iii. There is need to explore avenues for
increasing the number of pay points and minimising
enhancing the quality of television reception
on network outages.
for the national broadcaster, which is the
most widely adopted television station.
m) Electrical or Electronic Waste
Further, the adoption of ZNBC set top
management
boxes remains low despite the progress on
the initiatives related to digital migration.
The survey estimated that 48.9 percent of all the
Further, while community radio stations are
households across the country had disposed of some
the most widely adopted radio services, the
electronic or electrical items which were damaged
quality of the reception was not the most
or were no longer useful to the households. An
favourable. More oversight may be useful
assessment of the number of electrical or electronic
to enhance the quality of radio services
items that were disposed by households revealed
received by households.
that mobile phones and radios were the most
widely disposed items by households. The most
iv. The improvement in the adoption of fixed
prominent method of disposal for electronic and
line services, partly explained by the use of
electrical waste by individuals was putting away of
SIM card based fixed telephones, provides an
the electrical or electronic waste that was deemed
innovative prospect for the market segment.
unfit for use as well as donating of the devices.
The market segment could be opened up to
The survey established that only 10 percent of the
more innovative options such as fibre based
population aged 10 years and older indicated that
services to complement the emergence of
they had knowledge about the dangers associated
the SIM card based fixed lines.
with unsafe disposal of electronic and electrical
waste.
v. Deliberate policy actions aimed at increasing
the uptake of computers in the country will
In view of the foregoing, the following policy
be necessary. For instance, fiscal incentives
and regulatory recommendations are drawn for
aimed at either the importation of computers
consideration:
or the assembly of computers could provide
a more affordable avenues for accessing the
i. There is need to continue exploring avenues
devices.
for extending access to electricity supplied
by utility companies if increased adoption of
vi. ICT skills remain nascent especially outside
ICTs is to persist. The survey estimates that
secondary school going individuals. Further,
only 32.9 percent of the households across
advanced ICT skills were notably low with
the country access electricity through a
www.zicta.zm9
the majority of individuals exhibiting basic xi. Regulatory oversight of digital financial
skills. It will be useful to extend interventions services should include but not be limited to
aimed at enhancing ICT skills to primary improving the network quality and availability,
schools as well as enhancing the depth of mitigating challenges with float as well as
the curriculum on ICT training at all levels monitoring key performance indicators on
of education. transmission of funds. There is also need to
increase number of agents that support the
vii. As smartphone ownership is expanding, deployment of Digital Financial Services.
exposure to online risks is expected to
increase. It will be useful to enhance efforts xii. Awareness on safe disposal of electronic
aimed at increasing awareness on online or electrical waste remains a huge gap
risks as well as the mitigation measures for in Zambia. The Zambia Environmental
the risks. Particularly, fewer households were Management Agency (ZEMA) working
aware of the filters that can be provided by with other stakeholders must enhance its
the internet service provider. awareness efforts to sensitise the public on
the dangers of electronic waste as well as
viii. ZICTA must enhance quality of experience the alternative options for safer disposal of
with increased monitoring of service electronic and electrical waste.This may also
dimensions such as network availability, entail developing more platforms for safe
quality of voice call clarity, internet speeds, disposal of electronic and electrical waste.
dropped call rates, complaint resolution The increased accumulation of electronic
and accuracy in billing. For instance, more and electrical waste from mobile cellular
periodic audits on the billing platforms could phones, chargers and batteries raises
be undertaken. At the same time, more concern on the quality of electronic and
extensive tests on the quality of service electrical devices/products available on the
could be considered. market. More oversight on the adherence
to quality standards that could enhance
ix. The regulator could consider enhancing its the useful life of the devices is needed to
efforts in mitigating the risks associated with mitigate the growing challenge. i.
fake news and exposure to pornography.
This is especially prominent on social xiii. The gender divide observed in access
media platforms. Consideration could be and usage of ICTs among households and
given to increasing awareness on mitigation individuals needs redress. Particularly,
measures, channels of redress as well as fewer females than males have access to
more responsible use of the internet and mobile phones, computers, know how to
social media in particular. use a computer and do not have ICT skills.
Efforts to bridge this digital divide should
x. Efforts to extend financial inclusion through be enhanced to reduce these disparities.
increased uptake of digital financial services Specifically, public actors, private entities and
will be useful. There is still a lot of scope non-state actors should devise strategies
to leverage on the increased adoption of aimed at increasing the uptake and usage
ICTs to enhance financial inclusion. Much of of ICTs among women and girls. As more
the effort should be directed at increasing cyber related risks are increasingly targeted
awareness about the services as well as at women and girls, mitigating this risk can
clarifying misconceptions on the appeal of be a priority for new initiatives. Further, skills
the service to the wealthy. among girls and women can be enhanced
through short term training programmes
as well as advocating for quotas that favour
women and girls in ICT training institutions.
TABLE OF CONTENTS
PREFACE ......................................................................................................................................................................................................... i
FOREWORD ....................................................................................................................................................................................................... iii
ACKNOWLEDGEMENTS..................................................................................................................................................................................... iv
EXECUTIVE SUMMARY.......................................................................................................................................................................................... v
TABLE OF CONTENTS......................................................................................................................................................................................... xi
List of Tables ..................................................................................................................................................................................................... xiii
List of Figures ..................................................................................................................................................................................................... xiii
LIST OF ABBREVIATIONS................................................................................................................................................................................. xvii
1.0. Background to the 2018 National Survey on Access and Usage of Information and Communication Technologies in
Zambia ....................................................................................................................................................................................................... 1
1.1. Introduction............................................................................................................................................................................................. 1
1.2. Survey Objectives....................................................................................................................................................................................... 1
1.3. Survey Methodology................................................................................................................................................................................ 2
1.4. Context and Rationale for the Survey. .............................................................................................................................................. 2
2.0. Demographic and Socio-Economic Characteristics of the Survey................................................................................................. 4

2.1. Demographic and Socio-Economic Characteristics of Households.............................................................................................. 4
2.1.1. Distribution of Households.............................................................................................................................................................. 4
2.1.2. Distribution of Heads of Households by Sex................................................................................................................................. 8
2.1.3. Average Size of Households.............................................................................................................................................................. 9
2.1.4. Distribution of Households by Access to Electricity.................................................................................................................. 9
2.2. Distribution of the Population............................................................................................................................................................ 10
2.2.1. Distribution of the Population by Province................................................................................................................................. 10
2.2.2. Distribution of the Population by Region.................................................................................................................................... 11
2.2.3. Distribution of the Population by Sex........................................................................................................................................... 11
2.2.4. Distribution of the Population by Age Group............................................................................................................................. 12
2.2.5. Distribution of the Target Population by Education Attainment Levels............................................................................... 13
2.2.6. Distribution of the Population by Disability................................................................................................................................ 13
2.2.7. Distribution of the Population by Income Level.......................................................................................................................... 15
3.0. Access and Usage of ICT Products and Services............................................................................................................................. 17

3.1. Access and Usage of ICTs by Households......................................................................................................................................... 17
3.1.1. Ownership of Television Sets and Access to Broadcasting Services........................................................................................ 17
3.1.2. Ownership of Working Radios and Access to Radio Stations................................................................................................ 24
3.1.3. Access and Usage of Fixed Telephone Line Services..................................................................................................................... 26
3.1.4. Access and Usage of Mobile Cellular Line Services by Households........................................................................................ 29
3.1.5. Access and Usage of Computers by Households......................................................................................................................... 31
www.zicta.zm11
3.1.6. Access and Usage of Internet Services by Households.............................................................................................................. 32

3.1.7. Perceptions on Quality of Experience for Internet Services..................................................................................................... 34
3.1.8. Barriers to Access to Internet Services. ........................................................................................................................................ 35
3.1.9. Affordability of Internet Services................................................................................................................................................... 35
3.2. Access and Usage of ICTs by Individuals............................................................................................................................................... 37
3.2.1. ICT Skills among Individuals........................................................................................................................................................... 37
3.2.2. Usage of Mobile Phones.................................................................................................................................................................... 41
3.2.3. Ownership of Mobile Cellular Telephones.................................................................................................................................... 44
3.2.4. Ownership of Smartphones............................................................................................................................................................... 45
3.2.5. Network Subscription and Subscriber Preferences...................................................................................................................... 46
3.2.6. Coverage of the population by Mobile Cellular Network....................................................................................................... 49
3.2.7. Distance Covered to Access mobile cellular network............................................................................................................... 51
3.2.8. Quality of Experience for Mobile Cellular Services................................................................................................................... 52
3.3. Access and Usage of Internet Services by Individuals.......................................................................................................................... 54
3.3.1. Internet Usage.................................................................................................................................................................................... 54
3.3.2. Frequency of Usage of Internet Services...................................................................................................................................... 57
3.3.3. Places Where Internet Services are Accessed................................................................................................................................ 58
3.3.4. Activities Undertaken Online.......................................................................................................................................................... 59
3.3.5. Types of Internet Services Accessed................................................................................................................................................ 59
3.3.6. Ownership and Usage of Emails...................................................................................................................................................... 60
3.3.7. Usage of Social Media Platforms.................................................................................................................................................... 61
3.3.8. Usage of Cloud Services................................................................................................................................................................... 62
3.3.9. Usage of E-commerce......................................................................................................................................................................... 64
3.3.10. Quality of Experience for Internet Services....................................................................................................................... 67
3.3.11. Affordability of Internet Services......................................................................................................................................... 68
4.0. Online Risks, Incidents and Mitigation..................................................................................................................................................... 70

4.1. Online Risks, Incidents and Mitigation by Households................................................................................................................... 70
4.1.1. Monitoring of Online activities by Households.......................................................................................................................... 70
4.1.2. Monitoring of Activity Logs and History Pages Online........................................................................................................... 71
4.1.3. Awareness of Activities Household Members do while Online................................................................................................. 73
4.1.4. Usage of Tools or Strategies to Mitigate Exposure to illicit Content. ................................................................................ 74
4.1.5. Established Rules about using the Internet by Households....................................................................................................... 76
4.1.6. Education on the Risks Associated with Internet. ..................................................................................................................... 77
4.1.7. Sharing of Online Experiences by Households............................................................................................................................ 78
4.2. Online Risks, Incidents and Mitigation by Individuals..................................................................................................................... 79
4.2.1. Awareness of Risks Associated with Online Activities................................................................................................................ 79
4.2.2. Production, Possession or Circulation of Obscene Materials................................................................................................. 81
4.2.3. Incidence of Risks Associated with Online Activities.................................................................................................................. 82
4.3. Mitigation Strategies against Online Risks........................................................................................................................................ 85
4.3.1. Activation of Security and Privacy Settings................................................................................................................................ 85
5.0. Access and Usage of Digital Financial Services................................................................................................................................ 87
5.1. Ownership of Different Types of Accounts....................................................................................................................................... 87
5.1.1. Phone Banking Services and Online Banking Services................................................................................................................ 89
5.2. Usage of Digital Financial Services by Households......................................................................................................................... 89
5.3. Extent of Usage of Digital Financial Services by Households...................................................................................................... 91
5.4. Access and Usage of Digital Financial Services by Individuals...................................................................................................... 91
5.4.1. Awareness of Digital Financial Services........................................................................................................................................ 91
5.4.2. Usage of Digital Financial Services................................................................................................................................................ 93
5.4.3. Challenges with Access to Digital Financial Services................................................................................................................ 95
5.4.4. Extent of Usage of Digital Financial Services among Individuals........................................................................................... 96
5.4.5. Usage of Digital Financial Services across Providers. ................................................................................................................ 97
5.4.6. Challenges with using Digital Financial Services........................................................................................................................ 98
5.4.7. Regulation of Digital Financial Services....................................................................................................................................... 99
5.4.8. Channels of Redress for Challenges related to Digital Financial Services.........................................................................100
5.4.9. Affordability of Digital Financial Services................................................................................................................................. 103
5.4.10. Quality of Experience with Digital Financial Services...................................................................................................103
6.0. Electrical and Electronic Waste Management.............................................................................................................................. 106

6.1. E-waste Management by Households................................................................................................................................................... 106
6.1.1. Disposal of Electrical and Electronic Waste...........................................................................................................................106
6.1.2.Volumes of Electrical and Electronic Waste............................................................................................................................ 108
6.2. Electronic Waste Management by Individuals................................................................................................................................... 109
6.2.1. Disposal of Electronic and Electrical items.............................................................................................................................. 109
6.2.2. Methods of Disposal for Electronic and Electrical Devices................................................................................................111
6.2.3. Awareness of Dangers Associated with Unsafe Disposal of E-Waste..................................................................................111
7.0. Key Conclusions, Policy and Regulatory Considerations...........................................................................................................113
REFERENCES ................................................................................................................................................................................................... 117
Annexure 1: Survey Methodology.................................................................................................................................................................... 119
Annexure 2: Selected ITU Core Indicators.................................................................................................................................................... 127
Annexure 3: Household Level and Individual Level Questionnaire...........................................................................................................118
List of Tables
Table 1: Average Size of Households by Sex of Head of Household and Region...................................................................................... 9
Table 2: Distribution of the Target Population by Education Attainment Levels.................................................................................... 13
Table 3: Perceptions on Quality of Radio Reception by Households......................................................................................................... 26
Table 4: Access and usage of digital financial services, 2013 - 2018............................................................................................................ 95
www.zicta.zm13
List of Figures
Figure 1: Distribution of Households across Provinces................................................................................................................................... 4
Figure 2: Distribution of Households across Regions; 2018........................................................................................................................... 8
Figure 3: Distribution of Household Heads by Sex.......................................................................................................................................... 8
Figure 4: Access to Electricity by Households across Type of Source of Electricity................................................................................ 9
Figure 5: Sources of Electricity by Households across Sex of Head of Household; 2018..................................................................... 10
Figure 6: Distribution of the Population by Province..................................................................................................................................... 11
Figure 7: Distribution of the Population by Region........................................................................................................................................ 11
Figure 8: Distribution of the Population by Sex.............................................................................................................................................. 12
Figure 9: Percentage Distribution of the Population by Age Group............................................................................................................ 12
Figure 10: Distribution of the Population by Disability; 2018....................................................................................................................... 14
Figure 11: Distribution of the Population by Type of Disability; 2018......................................................................................................... 14
Figure 12: Distribution of Population by Income Level ‘ZMW’; 2018.......................................................................................................... 15
Figure 13: Distribution of Incomes for Individuals across Regions, ‘ZMW’; 2018.................................................................................... 15
Figure 14: Average Income of Individuals by Sex ‘ZMW’; 2018...................................................................................................................... 16
Figure 15: Average Income of Individuals aged above 10 Years by Province ‘ZMW’; 2018....................................................................... 16
Figure 16: Distribution of Ownership of Working Television Sets by Region; 2013-2018...................................................................... 17
Figure 17: Distribution of Ownership of Working Television Sets by Province; 2018.............................................................................. 18
Figure 18: Ownership of Working Television Set by Households across Sex of Household Head....................................................... 18
Figure 19: Access to Broadcasting Services by Households that Own Television Sets by Region; 2018.............................................. 19
Figure 20: Access to Television Stations by Households that own Television Sets by Sex of Household Head. ................................ 19
Figure 21: Access to Local Television Channels by Households with Working Television Sets; 2018.................................................. 20
Figure 22: Perceptions on Quality of Reception for ZNBC Television Services by Households across Regions; 2018..................... 21
Figure 23: Access to Pay Television Services by Households........................................................................................................................... 21
Figure 24: Average Expenditure on Pay Television Services by Households ‘ZMW’; 2018......................................................................... 22
Figure 25: Proportion of Households that reported that Pay Television Services are Affordable; 2018.............................................. 23
Figure 26: Average Willingness to Pay for Pay Television Stations; 2018.................................................................................................... 23
Figure 27: Ownership of Working Radios by Households across Regions; 2018...................................................................................... 24
Figure 28: Distribution of Ownership of Working Radios by Households across Provinces................................................................ 24
Figure 29: Ownership of Working Radios by Households across Sex of Household Head; 2018........................................................ 25
Figure 30: Access to Radio Stations by Households across Type of Radio Station; 2018....................................................................... 25
Figure 31: Ownership of Fixed Telephone Lines by Households; 2015-2018............................................................................................... 26
Figure 32: Ownership of Fixed Telephone Lines by Households across Sex of Household Head; 2018................................................ 27
Figure 33: Intensity of Usage for Fixed Telephone Lines by Households; 2018.......................................................................................... 27
Figure 34: Perceptions on Quality of Services for Fixed Telephone Lines by Households; 2018............................................................. 28
Figure 35: Proportion of Households Satisfied with Fixed Line Services; 2018.......................................................................................... 28
Figure 36: Ownership of Mobile Phones by Households across Regions; 2015-2018............................................................................... 29
Figure 37: Distribution of Households that reported that they own a Mobile Phone by Province; 2018.......................................... 30
Figure 38: Proportion of Households that Own a Mobile Cellular Telephone by Sex of Head of Household; 2018..................... 30
Figure 39: Ownership of Computers by Households across Regions; 2013-2018...................................................................................... 31
Figure 40: Distribution of Households that Own a Computer by Province; 2018................................................................................... 31
Figure 41: Ownership of Computers by Households across Sex of Head of Household; 2018.............................................................. 32
Figure 42: Access to Internet Services by Households; 2013- 2018.............................................................................................................. 32
Figure 43: Access to Internet Services by Households across Type of Technologies; 2018...................................................................... 33
Figure 44: Main Type of Source for Internet Services by Households......................................................................................................... 34
Figure 45: Perceptions on Attributes of Quality of Experience.................................................................................................................... 34
Figure 46: Barriers to access to Internet Services by Households; 2018..................................................................................................... 35
Figure 47: Perceptions on Affordability of Internet Services by Households; 2018.................................................................................. 36
Figure 48: Distribution of Expenditure on Internet Services by Households ’ZMW’; 2018.................................................................... 36
Figure 49: Knowledge on Usage of Computers within Regions; 2018......................................................................................................... 37
Figure 50: Knowledge on how to use a computer by province; 2018.......................................................................................................... 38
Figure 51: Knowledge on how to use a Computer across Age Groups; 2018............................................................................................ 38
Figure 52: Knowledge of how to Use a computer within sex groups; 2018............................................................................................... 39
Figure 53: Computer Literacy by School Attendance; 2018.......................................................................................................................... 39
Figure 54: Proficiency in Using a Computer across Regions; 2018............................................................................................................... 40
Figure 55: Distribution of individuals with Identified ICT skills by Sex; 2018............................................................................................ 40
Figure 56: ICT skills by level of education........................................................................................................................................................ 41
Figure 57: Active users of Mobile Cellular Telephones by Region; 2018...................................................................................................... 42
Figure 58: Active users of mobile cellular telephones by province; 2018...................................................................................................... 42
Figure 59: Distribution of active users of mobile telephone services by age groups; 2018......................................................................... 43
Figure 60: Ownership of mobile cellular telephones among active users; 2018.......................................................................................... 44
Figure 61: Active users of mobile phones that owned a mobile phone by sex group; 2018........................................................................ 45
Figure 62: Proportion of mobile cellular telephone owners that owned a smartphone across regions; 2018................................... 45
Figure 63: Distribution of Individuals that owned Smartphones by Age Group; 2018............................................................................. 46
Figure 64: Number of mobile cellular telephones per user; 2018................................................................................................................... 46
Figure 65: Subscription to Local Mobile Network Operators; 2018........................................................................................................... 47
Figure 66: Distribution of Subscribers across provinces; 2018....................................................................................................................... 47
Figure 67: Preference of Mobile Cellular Network; 2018............................................................................................................................. 48
Figure 68: Distribution of individuals by preference of mobile cellular network across provinces; 2018............................................ 48
Figure 69: Mobile cellular network preference within provinces; 2018....................................................................................................... 49
Figure 70: Reasons for preference of mobile cellular network; 2018.......................................................................................................... 49
Figure 71: Availability of Mobile Network Coverage at Place of Residence; 2018................................................................................... 50
Figure 72: Availability of mobile network coverage at place of residence by province; 2018................................................................... 50
Figure 73: Proportion of Individuals Covered by a Mobile Network by Type of Technology; 2018..................................................... 51
Figure 74: Time Taken to Reach Areas with Mobile Cellular Network Coverage by Province; 2018.................................................... 52
Figure 75: Challenges Experienced by Individuals that Use Mobile Cellular Phone Services.................................................................. 53
Figure 76: Perceptions on Various Attributes of Quality of Experience; 2018........................................................................................... 53
Figure 77: Satisfaction attributes of service delivery by main mobile network provider; 2018.................................................................. 54
Figure 78: Individuals that Use Internet Services by Region; 2018................................................................................................................ 55
Figure 79: Distribution of Internet Users across Provinces.......................................................................................................................... 55
www.zicta.zm15
Figure 80: Internet Users by Age Group; 2018.................................................................................................................................................. 56

Figure 81: Internet Usage by Level of Education; 2018.................................................................................................................................. 56
Figure 82: Reasons for not using the Internet; 2018...................................................................................................................................... 57
Figure 83: Frequency of Using the Internet by Active Internet Users; 2018.............................................................................................. 57
Figure 84: Frequency of using the Internet by Region; 2018......................................................................................................................... 58
Figure 85: Places Where Internet Users accessed the Internet in the Last Three Months; 2018........................................................... 58
Figure 86: Activities undertaken by Active Internet Users; 2018................................................................................................................... 59
Figure 87: Types of internet services accessed by individuals; 2015-2018................................................................................................... 60
Figure 88: Internet users with email addresses by region; 2018..................................................................................................................... 60
Figure 89: Number of email addresses owned by internet users with email addresses; 2018..................................................................... 61
Figure 90: Types of email addresses used by internet users; 2018.................................................................................................................... 61
Figure 91: Types of social media platforms used by individuals with social media accounts; 2018......................................................... 62
Figure 92: Proportion of internet users that use cloud services; 2018........................................................................................................ 63
Figure 93: Users of cloud services by sex; 2018................................................................................................................................................. 63
Figure 94 Types of Cloud services used by individuals that access cloud services; 2018........................................................................... 64
Figure 95: Distribution of users of cloud services across regions; 2018..................................................................................................... 64
Figure 96: Adoption of e-commerce by users of internet services across regions; 2018............................................................................ 65
Figure 97: Adoption of e-commerce transactions by internet users across sex groups; 2018................................................................. 65
Figure 98: Payment methods adopted for e- commerce transactions; 2018................................................................................................ 66
Figure 99: Payment methods which had given problems to e-commerce users; 2018................................................................................... 66
Figure 100: Delivery Methods for Goods and/or Services Purchased Online........................................................................................... 67
Figure 101: Satisfaction with attributes of service delivery for internet services; 2015- 2018................................................................ 67
Figure 102: Monthly expenditure on internet services ‘ZMW’; 2018........................................................................................................... 68
Figure 103: Monthly expenditure on internet services across sex groups; 2018........................................................................................ 68
Figure 104: Weekly expenditure on internet services ‘ZMW’; 2018............................................................................................................... 69
Figure 105: Weekly expenditure on internet services across sex groups ‘ZMW’; 2018.............................................................................. 69
Figure 106: Households that monitor activities of household members online by region; 2018............................................................ 70
Figure 107: Distribution of households monitoring content accessed online by province; 2018......................................................... 71
Figure 108: Households monitoring content accessed online by sex of head of household; 2018..................................................... 71
Figure 109: Households with internet that have a member monitoring activity logs; by region, 2018................................................. 72
Figure 110: Households with Internet that have a Member Monitoring Activity Logs; by Province.................................................... 72
Figure 111: Monitoring of activity logs by sex of head of household; 2018............................................................................................ 73
Figure 112: Understanding the Household members’ activities online by Region; 2018........................................................................... 73
Figure 113: Understanding the household members’ activities online across provinces; 2018................................................................. 74
Figure 114: Understanding of the household members’ activities online across sex of head of household; 2018............................ 74
Figure 115: Usage of tools or strategies to mitigate exposure to illicit content across provinces; 2018........................................... 75
Figure 116: Strategies adopted by households to mitigate exposure to illicit online content; 2018.................................................... 75
Figure 117: Main reasons for not using any tools/ strategies to mitigate exposure to illicit content; 2018..................................... 76
Figure 118: Households that have established rules on how to use the internet; 2018.......................................................................... 76
Figure 119: Types of established rules on how to use the internet by households; 2018......................................................................... 77
Figure 120: Households that provide education on online risks to household members; 2018.............................................................. 77
Figure 121: Topics covered by households on the risks of the online environment; 2018....................................................................... 78
Figure 122: Sharing of online experiences by households by region; 2018.................................................................................................. 78
Figure 123: Sharing of online experiences by sex of head of household; 2018.......................................................................................... 79
Figure 124: Awareness of risks associated with online activities by individuals across regions; 2018................................................... 79
Figure 125: Distribution of individuals aware of online risks by province; 2018....................................................................................... 80
Figure 126: Awareness of Risks Associated with Online Activities by Sex; 2018......................................................................................... 80
Figure 127: Awareness of risks associated with online activities across age groups; 2018...................................................................... 81
Figure 128: Levels of awareness of different types of dangers of the internet risks; 2018...................................................................... 81
Figure 129: Distribution of awareness on criminality of obscene materials by province; 2018................................................................ 82
Figure 130: Incidence of internet risks by type; 2018....................................................................................................................................... 83
Figure 131: Incidence of risks while using social media by type; 2018.......................................................................................................... 84
Figure 132: Action taken after exposure to obscene materials online; 2018.............................................................................................. 84
Figure 133: Knowledge of activation of security or privacy settings by province; 2018......................................................................... 85
Figure 134: Knowledge of Activation of Security or Privacy Settings by Age Groups; 2018................................................................. 85
Figure 135: Knowledge of activation of security or privacy settings by sex; 2018................................................................................... 86
Figure 136: Ownership of different types of accounts by individuals; 2018............................................................................................... 87
Figure 137: Ownership of electronic -wallets within provinces; 2018........................................................................................................ 88
Figure 138: Ownership of Electronic Wallets within Sex Groups; 2018.................................................................................................... 88
Figure 139: Distribution of Ownership of Electronic Wallets by Age Groups; 2018.............................................................................. 89
Figure 140: Ownership of accounts with phone banking and online banking services; 2018............................................................... 89
Figure 141: Usage of digital financial services by households across regions; 2018................................................................................. 90
Figure 142: Usage of digital financial services by households across provinces; 2018.............................................................................. 90
Figure 143: Usage of digital financial services by sex of head of household; 2018................................................................................... 91
Figure 144: Uses for digital financial services by households; 2018............................................................................................................. 91
Figure 145: Awareness of digital financial services by province; 2018.......................................................................................................... 92
Figure 146: Distribution of individuals aware of the existence of digital financial services by age; 2018............................................ 92
Figure 147: Awareness of existence of digital financial services within sex groups; 2018........................................................................ 93
Figure 148: Usage of digital financial services by individuals within regions; 2018.................................................................................. 93
Figure 149: Usage of digital financial services by individuals across provinces; 2018............................................................................... 94
Figure 150: Usage of Digital Financial Services within Sex Groups; 2018.................................................................................................. 94
Figure 151: Distribution of Users of Digital Financial Services across Age Groups................................................................................ 95
Figure 152: Barriers to access to digital financial services; 2018................................................................................................................. 96
Figure 153: Uses of digital financial services by individuals; 2018................................................................................................................. 96
Figure 154: Usage of Digital Financial Services by Individuals across Providers; 2018............................................................................ 97
Figure 155: Frequently used digital financial service providers by individuals; 2018................................................................................. 98
Figure 156: Individuals that experienced challenges while using digital financial services; 2018........................................................... 98
Figure 157: Challenges experienced while using digital financial services; 2018........................................................................................ 99
Figure 158: Awareness of Digital Financial Services Regulation by Region; 2018..................................................................................... 99
Figure 159: Awareness of existence of regulator for digital financial services by province; 2018.......................................................100
www.zicta.zm17
Figure 160: Awareness of avenues for redress for digital financial services; 2018...................................................................................101
Figure 161: First point of contact for complaints with digital financial services; 2018.......................................................................101
Figure 162: Escalation of complaints related to digital financial services; 2018....................................................................................102
Figure 163: Reporting Challenges Related to Digital Financial Services; 2018.......................................................................................102
Figure 164: Perceptions on affordability of digital financial services; 2018.............................................................................................103
Figure 165: Perceptions on quality of service for digital financial services; 2018..................................................................................103
Figure 166: Areas of improvement for digital financial services; 2018........................................................................................................104
Figure 167: Main security concerns with digital financial services; 2018.................................................................................................105
Figure 168: Disposal of e-waste by region; 2018............................................................................................................................................ 106
Figure 169: Distribution of households that had disposed of e-waste; 2018...........................................................................................107
Figure 170: Disposal of E-waste by sex of head of household; 2018.........................................................................................................107
Figure 171: Disposal of selected e-waste by households; 2018....................................................................................................................108
Figure 172: Distribution of Estimated quantities of electrical and electronic items disposed of by households; 2018..................108
Figure 173: Percentage distribution of individuals who disposed of e-waste; 2018.................................................................................109
Figure 174: Percentage of e-waste disposal by sex groups; 2018..................................................................................................................110
Figure 175: Percentage of individuals that disposed of mobile cellular phones by age group...............................................................110
Figure 176: Methods of disposal for e-waste; 2018....................................................................................................................................... 111
Figure 177: Awareness of dangers of unsafe disposal of E-waste across Regions; 2018........................................................................112
Figure 178: Awareness on different types of dangers of E-waste; 2018.....................................................................................................112
LIST OF ABBREVIATIONS
BoZ Bank of Zambia
CSO Central Statistical Office
DFS Digital Financial Services
EAs Enumeration Areas
E-Commerce Electronic Commerce
FNB First National Bank
FTTH Fibre –to-the Home
GRZ Government of the Republic of Zambia
ICT International Telecommunications Union
MNO Mobile Network Operator
OTT Over-the-Top
SDGs Sustainable Development Goals
SEAs Standard Enumeration Areas
7NDP Seventh National Development Plan
SIDA Swedish International Development Agency
SIM Subscriber Identity Module
SZI SMART Zambia Institute
UNO United Nations Organisation
ZANACO Zambia National Commercial Bank
ZICTA Zambia Information and Communications Technology Authority
ZNBC Zambia National Broadcasting Corporation
www.zicta.zm19
1.0. Background to the 2018 National
Survey on Access and Usage of
Information and Communication
Technologies in Zambia
www.zicta.zm21
1.0. Background to the 2018 National Survey on Access and

Usage of Information and Communication Technologies
in Zambia
1.1. Introduction
The 2018 National Survey on Access and Usage of Information and Communication Technologies (ICTs)
by households and individuals in Zambia was undertaken by the Zambia Information and Communications
Technology Authority (ZICTA) in collaboration with the Ministry of Transport and Communications
and the Central Statistical Office. The survey was financially supported by the Government of the
Republic of Zambia and the Government of Sweden through the Swedish International Development
Agency (SIDA). This is the third nationwide assessment aimed at establishing the extent of access and
usage of ICTs by households and individuals undertaken by the three implementing institutions. Similar
assessments were undertaken in 2013 and 2015 based on the existing country context at the time.
Innovation continues to take centre stage in the ICT sector as consumer tastes and preferences
continuously evolve with the changes in technologies. For instance, online news has evidently gained
prominence in the country as consumers have an opportunity to gain real time updates on new
developments. Over-the-top (OTT) applications such as WhatsApp, Facetime, Messenger and Viber have
equally gained prominence on account of their convenience, cost effectiveness as well as versatility and
appeal. There have also been some noted changes related to affordability of ICT services arising from
more innovative pricing strategies1. At the same time, a number of providers of ICT services have
continued to invest in new areas as well as new technologies motivated by the need to extend their
coverage and the improve quality of service.
Some recent policy initiatives are also expected to have translated into changes in the uptake of
ICT products and services. Following the introduction of compulsory ICT subjects in schools by
the government in 2015, barriers related to ICT literacy are anticipated to reduce2. The removal of
customs duties on smart phones by the government is also likely to support the uptake of the devices.
The Government has also continued to invest in ICT infrastructure aimed at extending coverage and
enhancing reliability of ICT services across the country. For instance the government through the
SMART Zambia initiative is scheduled to install up to 1009 communication towers across the country3
by the year 2020.
Notwithstanding, as uptake of ICT products and services continues to surge, cyber related risks and
incidents are also expected to be on the rise. Particularly, the advent of digital financial services has
presented new challenges relating to consumer protection. Cyber related risks and incidents have also
been associated with the adoption of electronic commerce (e-commerce) transactions.
1.2. Survey Objectives

The 2018 national survey on access and usage of ICTs by households and individuals was aimed at
establishing the level of access and usage of diverse ICT services and products in Zambia including
the perceptions on quality of service and affordability. The survey also examined the extent of online
risks, incidents and mitigation measures by households and individuals. An assessment of the extent of
access and usage of digital financial services in Zambia was also undertaken. Further, an evaluation of
the gender dimensions related to access and usage of ICTs in Zambia was made. For the first time in
2018, an attempt was made to identify the behavioural aspects of electronic/electrical waste (e-waste)
generation and awareness on the management of e-waste by households and individuals. Ultimately,
all these attributes were investigated with a view of providing recommendations related to increasing
access and usage of ICTs in the country.
1
http://www.techtrends.co.zm/mtn-airtel-zamtel-speak-data-bundle-reduction/
2
http://www.daily-mail.co.zm/ict-exams-compulsory/
3
http://www.daily-mail.co.zm/a-major-leap-to-bridge-digital-divide/
1.3. Survey Methodology
In conducting the survey, the implementing agencies relied on international best practice in undertaking
similar surveys. Specifically, the survey was based on the 2014 Manual for Measuring ICT Access and
Use by Households and Individuals developed by the International Telecommunications Union (ITU),
a specialised agency of the United Nations4 . The survey was conducted in all the ten provinces of
the country covering both rural and urban areas. A total of 6,150 households were targeted in the
nationally representative sample with a response rate of 99.9 percent achieved. The households were
drawn from 246 Standard Enumeration Areas (SEAs) selected from the universe of SEAs in the country,
identified during the Census of Population and Housing conducted of 2010.
Face to face interviews were conducted using the Computer Assisted Personal Interviewing (CAPI)
among all the household members aged 10 years and above that were present at the time of interview
in the selected households. The Survey Solutions application for Android, a software package for
capturing/digitizing data from censuses and surveys developed by the World Bank was used on the
CAPI devices. A mixture of closed, open-ended, single and multiple response questions were elicited to
respondents during the survey5. The diversity of responses assisted in bringing out distinct attributes
associated with access and usage of ICTs by households and individuals6.
1.4. Context and Rationale for the Survey

The findings of the 2018 National Survey on access and usage of ICTs by households and individuals
have particular importance to the country’s development aspirations. The 2030 Agenda for Sustainable
Development recognizes that “The spread of information and communication technology and global
interconnectedness has great potential to accelerate human progress, to bridge the digital divide and to
develop knowledge societies”7. While none of the Sustainable Development Goals (SDGs) is specifically
about ICTs, several targets make reference to ICTs.
In Zambia, the Seventh National Development Plan (7NDP) equally recognises the importance of
ICTs as a catalyst for socio-economic development by enhancing competitiveness as well as being an
enabler of good governance8 . A number of strategies aimed at leveraging on ICTs for development
are identified in the medium term development strategy. Recently, the Ministry of Finance published
the Financial Sector Development policy which underscores the importance of digital platforms to
accelerate financial inclusion9. Another prominent development has been the initiative by the Ministry
of Agriculture to facilitate access to farming inputs for targeted farmers using electronic platforms.10 As
a key actor in the ICT sector, ZICTA has also identified a number of actions in its strategic plan for the
period 2017-2021 aimed at contributing to the transformation of the country into a digital information
society. All these initiatives point to the growing importance of ICTs in the country.
The estimates from the survey will also provide insights on the effectiveness of the initiatives adopted
by various state and non-state actors in promoting access and usage of ICTs. Further, the insights
gathered from households and individuals will form a basis for realigning the current sectorial policy and
regulatory strategies for increasing the uptake of ICT products and services in the country.
4
https://www.itu.int/dms_pub/itu-d/opb/ind/D-IND-ITCMEAS-2014-PDF-E.pdf
5
See annexure 1 for Household level and Individual level Questionnaires
6
See Annexure 2 for detailed methodology
7
https://www.itu.int/en/ITU-D/Statistics/Pages/intlcoop/sdgs/default.aspx
8
http://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=1&cad=rja&uact=8&ved=2ahUKEwiBmMewn4HgAhVKRBUIHWzBABgQFjAAeg-
QIChAC&url=http%3A%2F%2Fwww.mcti.gov.zm%2F%3Fwpfb_dl%3D42&usg=AOvVaw2e-52DWqErbwOb2j9zWw7n
9
http://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=1&ved=2ahUKEwj40ZbmuIHgAhVkonEKHWvsDBsQFjAAegQICRAC&url=http%3A%2F%2Fwww.boz.
zm%2FNational-Financial-Sector-Development-Policy-2017.pdf&usg=AOvVaw29dxHpAVvco2CWCZQk_X6N
10
https://www.lusakatimes.com/2015/10/12/president-lungu-launches-fisp-e-voucher/
www.zicta.zm23
2.0.Demographic and Socio-Economic
Characteristics of the Survey
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2.0. Demographic and Socio-Economic Characteristics of the Survey

2.0. Demographic and Socio-Economic Characteristics
This chapter provides insights into the demographic and socio-economic characteristics of all the
of theand
households Survey
individuals across the country at the time of the survey. The demographic and
socio-economic characteristics that are presented include but are not limited to the distribution of
households
This chapteracross the insights
provides country,into
distribution of households
the demographic with access to electricity,
and socio-economic distribution
characteristics of all the
of household
households and heads by sex,
individuals distribution
across the countryof at
households
the time ofbytheregion asThe
survey. welldemographic
as the distribution of
and socio-
individuals disaggregated by sex, age, literacy, disability, employment status and level of
economic characteristics that are presented include but are not limited to the distribution of households
across the country,
education attained.distribution of households
The demographic with access to electricity,
and socio-economic distribution
characteristics of household
of the population are
heads by sex, distribution of households by region as well as the distribution of individuals
considered as they have potential to influence access and usage of ICTs among households and disaggregated
by sex, age, literacy, disability, employment status and level of education attained. The demographic and
individuals. They also provide a context to the prevailing environment where the overall
socio-economic characteristics of the population are considered as they have potential to influence
assessment
access on access
and usage of ICTsand usage
among of ICTs was
households andundertaken.
individuals.They also provide a context to the prevailing
environment
2.1. where the and
Demographic overall assessment on Characteristics
Socio-Economic access and usageof
ofHouseholds
ICTs was undertaken.
2.1. 2.1.1.
Demographic and
Distribution Socio-Economic Characteristics of Households
of Households
The survey relied on the prescribe definition of a household in the compendium of Statistical
2.1.1.
conceptsDistribution
and Definitions of Households
for the National Statistical System which is a group of people who
The survey relied on the prescribeThey
normally live and eat together. may or
definition of may not be related
a household by blood, marriage
in the compendium or adoption,
of Statistical concepts
and Definitions
but make common for the Nationalfor
provision Statistical
food or System which is afor
other essentials group of people
living who
and they normally
have live and
only one eat
person
together. They may or may not be related by blood, marriage or adoption, but make
whom they all regard as head of household. The survey estimated that there were a total of 3.5 common provision
for food households
million or other essentials
spreadfor living the
across and whole
they have only one
country. It person whom established
was further they all regardthatas Lusaka
head of
household. The survey estimated that there were a total of 3.5 million households spread across the
Province
whole accounted
country. It was for the largest
further proportion
established that Lusakaof households in the country
Province accounted constituting
for the largest 20.5
proportion
percent, followed by the Copperbelt province which accounted for 15.0 percent.
of households in the country constituting 20.5 percent, followed by the Copperbelt province which North-Western
Province and
accounted Muchinga
for 15.0 percent.province accounted
North-Western for the
Province andleast proportions
Muchinga provinceofaccounted
the total for
number of
the least
households constituting 4.8 percent and 5.5 percent respectively.
proportions of the total number of households constituting 4.8 percent and 5.5 percent respectively.
Figure 1:Figure
Distribution of Households
1: Distribution across Provinces
of Households across Provinces
Western Central
7% 10%
Southern
12%
North Western Copperbelt

5% 15%
TOTAL
Northern 3,494,138
8%

Eastern
Muchinga 11%
5%
Luapula
Lusaka 6%
21%

There
There were relativelymore
were relatively morehouseholds
households in in rural
rural areas
areas thanthan urban
urban areas.
areas. Specifically,
Specifically, 54.7 percent
54.7 percent of the
of thenumber
total total number of households
of households across
across the the country
country were estimated
were estimated to beinlocated
to be located in rural
rural areas whileareas
45.3
percent
while of the
45.3 totalof
percent number of number
the total households were locatedwere
of households in urban areas.
located in urban areas.
Page | 4

Figure 2: Distribution of Households across Regions; 2018
Figure 2:Figure
Distribution of Households
2: Distribution across Regions;
of Households 2018 2018
across Regions;
Rural
Rural
54.7%
54.7%
TOTAL
TOTAL
3,494,138
3,494,138
Urban
Urban
45.3%
45.3%

2.1.2. Distribution
2.1.2. of Heads
Distribution ofofHouseholds
of Heads bySex
Households by Sex
2.1.2. Distribution of Heads of Households by Sex
There
There were
were relatively
relatively more
relatively more male
moremale headed
maleheaded households
headedhouseholds
households than
than
than female
female
female headed
headed
headed households
households
households across
across
across the
the
the country.
country. Specifically,
Specifically, 74.6
74.6 percent
percent of
of the
the households
households were
were headed
headed by
by males
males while
while only
only 25.6
25.6
country. Specifically, 74.6 percent of the households were headed by males while only 25.6 percent
percent of the households were headed by females.
percent of the households
of the households werebyheaded
were headed by females.
females.
Figure 3: Distribution of Household Heads by Sex
Figure 3:Figure
Distribution of Household
3: Distribution Heads by
of Household Sex by Sex
Heads
Female headed
households
Female headed
25%
households
25%
TOTAL
3,494,138
TOTAL
3,494,138
Male headed
households
Male headed
75%
households
75%

2.1.3.
Average Size of Households
The
average size of a household in Zambia was estimated at 4.8 (approximately 5 people). The average
size of households was relatively comparable between rural areas and urban areas. Specifically, the
average size of a household in rural areas was 5.1 (approximately 5 people) while the average size of
a household in urban areas was 4.6 (approximately 5 people) people. However, households headed by
males had a larger average size of the household amounting 5.1 (approximately 5 people) compared to
the average size of the household headed by a female that amounted to 4 people.
Table 1: Average Size of Households by Sex of Head of Household and Region
Region All Households Male Headed Households Female Headed Households

Total 4.8 5.1 4.0 Page | 8

Rural 5.1 5.4 4.0
Urban 4.6 4.8 4.0 Page | 8

Distribution of Households by Access to Electricity
The most widely accessed source of electricity was supplied by utility companies to households,
accounting for a proportion of 32.9 percent of the total number of households across the country.
Further, 65.5 percent of the households based in urban areas reported that they had access to
www.zicta.zm27
2.1.4. Distribution of Households by Access to Electricity
The most widely accessed source of electricity was supplied by utility companies to
households, accounting for a proportion of 32.9 percent of the total number of households
across the country. Further, 65.5 percent of the households based in urban areas reported
that they had access to electricity supplied by power utility companies while only 6
percent of the households based in rural areas indicated that they had access to electricity
electricity supplied by power utility companies while only 6 percent of the households based in rural
supplied
areas by that
indicated power
they utility companies.
had access Onsupplied
to electricity the other hand,utility
by power Generators
companies. were the other
On the least
utilised source of electricity by households accounting for less than 1 percent of
hand, Generators were the least utilised source of electricity by households accounting for less than the total
1
number
percent of of
thehouseholds
total number in the country.
of households It was
in the alsoIt established
country. that 27.4
was also established that percent of the
27.4 percent of
households
the householdsacross
across the
the country donot
country do nothave
have access
access to any
to any source
source of electricity.
of electricity.
Figure 4: Access
Figure to
4: electricity
Access to by households
Electricity by across type ofacross
Households sourceType
of electricity
of Source of Electricity
32.9%
Utility Power Service 65.5%
6.0%
21.2%
Solar 5.2%
34.5%
15.3% National
Battery 5.3% urban
23.6%
Rural
0.9%
Generator 0.8%
0.9%
27.4%
None 18.3%
35.0%
0% 10% 20% 30% 40% 50% 60% 70%

There was a very minimal diffrence in the proportion of households headed by males
There was a verythat
that indicated minimal
theydifference
had access in the
to proportion
electricity11ofsupplied
householdsbyheaded
power by utility
males that indicated
companies
compared to households headed by females that reported that they
that they had access to electricity supplied by power utility companies compared to households
11 had access to
electriicty
headed supplied
by females by power
that reported utility
that they companies.
had access Specifically,
to electricity supplied by 33.1
powerpercent of the
utility companies.
households headed by females indicated that they had access to electricity Page by
supplied |9
Specifically,

33.1 percent of the households headed by females indicated that they had access to electricity
power utility
supplied companies
by power while 32.9
utility companies percent
while of the of
32.9 percent households headed
the households by by
headed males
malesindicated
indicated
that they had acces sto electriicty supplied by power utility companies. However, a larger
that they had access to electricity supplied by power utility companies. However, a larger proportion of
proportion of households headed by females accounting for 34.7 percent of the total
households headed by females accounting for 34.7 percent of the total number of households headed
number of households headed by females indicated that they had no access to any source
by females indicated
of electricity compared that they hadproportion
to the no access to of anyhouseholds
source of electricity
headedcompared
by males towho
the proportion
reported
of
that households
they didheaded by males
not access who reported
to electriicty that they
supplied bydid not access
power tocompanies
utility electricity supplied by power
constituting 25
utility companies
percent. constituting 25 percent .
Figure 5: Sources of electricity by households across sex of head of household; 2018
33.1%
Utility Power Service
32.9%
12.1%
Solar
24.3%
Female Headed Households

11.6%
Battery Male headed households
16.6%
0.7%
Generator
0.9%
34.7%
None
25.0%
0% 10% 20% 30% 40%
11
Electricity supplied by power utility companies
2.2. Distribution of the Population
2.2.1. Distribution of the Population by Province
The survey had a national coverage encompassing all the ten provinces of Zambia.
The estimated population size was 16.9 million and was based on a weighting
2.2. Distribution of the Population
2.2.1. Distribution of the Population by Province
The survey had a national coverage encompassing all the ten provinces of Zambia. The estimated
population size was 16.9 million and was based on a weighting procedure adopted to extrapolate
the results to the population of 10 years and older, Lusaka Province accounted for the highest
proportion of the population accounting for 18.5 percent followed by Copperbelt Province which
accounted for 15.1 percent. North – Western Province and Muchinga province accounted for the
smallest proportion of the total population estimated constituting 5.3 percent and 6.0 percent
respectively. Western
6.2% Central
Southern by province
Figure 6: Distribution of the population 9.7%
12.0%
Western
6.2% Central Copperbelt
Southern 9.7%
North Western 12.0% 15.1%
5.3%
TOTAL Copperbelt
North Western 15.1%
5.3%
Northern 16,889,766
8.5% TOTAL Eastern
11.6%
Northern 16,889,766
8.5% Eastern
Muchinga 11.6%
6.0% Luapula
Lusaka 7.2%
Muchinga
6.0% 18.5% Luapula
Lusaka 7.2%
18.5%
2.2.2. Distribution of the Population by Region

2.2.2. Distribution
The majority of the in
of individuals Population
the countrybywere
Regionbased in rural areas compared to urban
2.2.2. Distribution of the Population by Region
areas. Specifically, 57.2 percent of the population were based in rural areas while 42.8
The majority
majorityofofindividuals in the
individuals incountry were were
the country based based
in ruralinareas compared
rural to urban areas.
areas compared Specifically,
to urban
percent were based in urban areas.
57.2 percent of the population were based in rural areas while 42.8 percent were based in urban areas.
areas. Specifically, 57.2 percent of the population were based in rural areas while 42.8
percent were based in urban areas.
Figure 7: Distribution of the population by region
Urban
Urban
42.8% TOTAL
42.8% TOTAL
16,889,766
16,889,766
RuralRural
57.2%57.2%
2.2.3.
2.2.3. Distribution
Distributionofof
the Population
the by by
Population SexSex
The
The distribution of the population according the
distribution of the population according to individuals’
to the sex revealed
individuals’ that
sex revealed 52.0
www.zicta.zm29
that 52.0
percent of the population were females while 48.0 percent were males.
2.2.3. Distribution of the Population by Sex

The distribution of the population according to the individuals’ sex revealed that 52.0 percent of
the population were females while 48.0 percent were males.
Figure 8: Distribution of the population by sex
Female
52.0% Male
Female 48.0%
52.0% Male
48.0%
2.2.4. Distribution of the Population by Age Group

2.2.4. Distribution
The country’s of the Population
population was byyoung
Age Group
2.2.4. Distribution of the largely
Population by AgewithGroup
the highest proportion of the
population
The
Thecountry’s aged
country’s between
population
population 5 and
was largely
was 9 constituting
young with the
largely 16.7 percent
highest
young of the
proportion
with the total
of the
highest population
population aged 12
proportion .ofOver
betweenthe
5
78and 9,
percentconstituting
of the 16.7 percent
population of
was the
agedtotal population
below 35
12
.
while Over 78
less percent
than 5 of the
percent
population aged between 5 and 9 constituting 16.7 percent of the total population . Over population
of the was
population
12 aged
below 35 while less than 5 percent of the population were aged above 65 years.
were aged above
78 percent 65 years. was aged below 35 while less than 5 percent of the population
of the population
Figure
were aged above 65 years. of the population by age group
9: Percentage distribution
18%
16.7%
18%
13.8% 16.7%
16%
13.8%
16% 13.0%
14% 13.0%
14%
11.3%
12%
11.3% 9.5%
12%
9.5%
10%
10%
7.7%
7.7%
8% 6.0%
8% 6.0% 5.6%
5.6%
6%
6%
4.3%
4.3% 3.3%
4% 3.3% 3.0%
4% 3.0%
2.6%
2.6% 1.7% 1.5%
1.7% 1.5%
2%
2%
0%
0%
(0
(0--4)
4) (5
(5--9)
9) (10
(10--14)
14) (15
(15--19)
19) (20
(20--24)
24) (25
(25--29)
29) (30
(30--34)
34) (35
(35--39)
39) (40
(40--44)
44) (45
(45--49)
49) (50
(50--54)
54) (55
(55--59)
59) (60
(60--64)
64) 65+
65+
12
The Population age groups were arranged in intervals of 5 years
12
12 The Population agegroups
The Population age groupswere
werearranged
arrangedin
inintervals
intervalsof
of55years
years
Page || 12
Page 12
2.2.5. Distribution of the Target Population by Education Attainment Levels
The largest proportion of the population aged 10 years and above reported that they had attained
primary education accounting for 49.0 percent of the total population. On the other hand, the percentage
of the population aged 10 years and above that indicated that they had completed tertiary education
accounted for the least proportion amounting 5.5 percent. Noteworthy also, is that 8.3 percent of the
population aged 10 years and above had not attained any level of education.
There was a relatively higher proportion of males that indicated that they had attained secondary and
tertiary education while more females indicated that they had attained primary education. Further,
the proportion of females who had not attained any level of education was higher compared to males.
Specifically, 41.2 percent of the males indicated that they had attained secondary education compared
to 33.6 percent of the females while 6.3 percent of males reported that they had attained tertiary
education compared to 4.8 percent of females. On the other hand 51.5 percent of females indicated
that they had attained primary education compared to 46.2 percent of males while 10.1 percent of
females had not attained any level of education compared to 6.3 percent of males.
Table 2: Distribution of the target population by education attainment levels
All Male Female

None 8.3% 6.3% 10.1%
Primary 49.0% 46.2% 51.5%
Secondary 37.2% 41.2% 33.6%
Tertiary 5.5% 6.3% 4.8%
2.2.6. Distribution of the Population by Disability

The International Classification of Functioning, Disability and Health (ICF) classifies disability in three
areas that are inter-related:
Impairments: problems in body function or changes in body structure such as blindness;
Activity limitations: difficulties in doing certain activities such as walking or eating;
Participation limitations: societal restrictions with regards, involvement in any area of life such as
being discriminated against in employment or transportation.
Formally, disability refers to problems faced in any or all three areas of functioning13. The proportion of
the entire population that reported that they had a disability was estimated at 2.4 percent.
Figure 10: Distribution of the population by disability; 2018
Disabled
2%
Not Disabled
98%
Physical disability was the most prevalent type of disability reported accounting for
13
46.3 percent of the total number of people that indicated that they had a disability,
https://apps.who.int/iris/bitstream/handle/10665/43737/9789241547321_eng.pdf;jsessionid=1AB7A8A70B5AB060C7EA6252656D55F4?sequence=1
followed by partial sightedness accounting for 31.4 percent of the total number of
people that reported that they had a disability. The least prevalent typewww.zicta.zm of disability
31
was intellectual disability accounting for 0.9 percent of the total number of people that
Not Disabled
98%
Physical disability was the most prevalent type of disability reported accounting for
46.3 percent
Physical ofwas
disability thethe
total
most number oftype
prevalent people that indicated
of disability that they for
reported accounting had a disability,
46.3 percent of
followed
the by partial
total number sightedness
of people that indicatedaccounting
that they hadfora 31.4 percent
disability, of the
followed totalsightedness
by partial number of
people that
accounting forreported that
31.4 percent of they hadnumber
the total a disability.
of peopleThethatleast prevalent
reported type
that they hadofthis
disability
disability.
The least prevalent type of disability was intellectual disability accounting
was intellectual disability accounting for 0.9 percent of the total number of people for 0.9 percent of the that
total
number
reported of that
people thathad
they reported that they had a disability.
a disability.
Figure 11:Figure 11: Distribution
Distribution of thebyPopulation
of the population by Type
type of disability; of Disability; 2018
2018
Physically disabled 46.3%
Partially sighted 31.4%
Hard of hearing 8.2%
Mental illness 7.2%
Dumb 3.6%
Deaf 3.4%
Mentally retarded 3.1%
Speech impaired 2.7%
Blind 2.3%
Intellectual 0.9%
2.2.7. 2.2.7. Distribution

Distribution of theofPopulation
the Population by Income
by Income Level
Level
More than half of the individuals aged 10 years and older were estimated to have income
More
levelsthan
fromhalfall
of sources
the individuals aged 10
that were years
less than andZMW500.
older wereItestimated
was alsotoestablished
have income that
levelsthe
from
all sources that were less than ZMW500. It was also established that the proportion of individuals aged
proportion
10 of individuals
years and above aged
progressively 10 years
declined withand above
higher progressively
earnings. declined
Only 8.1 percent of thewith higherhad
individuals
earnings.
incomes Only
that 8.1 percent
exceeded of the individuals had incomes that exceeded ZMW3500.
ZMW3500.
Figure 12: Distribution of population by income Level ‘ZMW’; 2018
60% Page | 14
50%
40%
52.3%
30%
20.2%
20%
7.3% 8.1%
10% 4.4% 3.4% 2.4%
1.8%
0%
< 500 500 - 999 1000 - 1499 1500 - 1999 2000 - 2499 2500 - 2999 3001 - 3499 3500+
The average income from all sources for individuals aged 10 years and above was
estimated at ZMW 1,040.80. Individuals aged 10 years and above that were based in urban
areas had a relatively higher average income from all sources compared to individuals
32 aged 10SURVEY
2018 NATIONAL yearsONand above
ACCESS thatOFwere
AND USAGE based
INFORMATION ANDin rural areas.
COMMUNICATION Specifically,
TECHNOLOGIES the average
BY HOUSEHOLDS income
AND INDIVIDUALS
from all sources for individuals aged 10 years and above that were based in urban areas
< 500 500 - 999 1000 - 1499 1500 - 1999 2000 - 2499 2500 - 2999 3001 - 3499 3500+
The average income from all sources for individuals aged 10 years and above was

estimated at ZMW 1,040.80. Individuals aged 10 years and above that were based in urban
The
areasaverage
had aincome from higher
relatively all sources for individuals
average incomeaged from10all
years and above
sources was estimated
compared at ZMW
to individuals
1,040.80. Individuals aged 10 years and above that were based in urban areas had a relatively higher
aged 10 years and above that were based in rural areas. Specifically, the average income
average income from all sources compared to individuals aged 10 years and above that were based in
fromareas.
rural all sources for the
Specifically, individuals agedfrom
average income 10 years and above
all sources that were
for individuals agedbased inand
10 years urban
aboveareas
that
was 1,678.50
were whileareas
based in urban the was
average income
1,678.50 for average
while the rural-based
incomeindividuals aged
for rural-based 10 years
individuals and
aged 10
aboveand
years was ZMW543.40.
above was ZMW543.40.
Figure 13: Distribution of incomes for individuals across regions, ‘ZMW’; 2018
National 1040.80
Urban 1678.50
Rural 543.40
0 200 400 600 800 1000 1200 1400 1600 1800
The
Theaverage
average income for male
income individuals
for male aged 10 years
individuals aged and above was
10 years andrelatively
above was higher than the average
relatively higher
income
than the of individuals aged 10 years
average income and above that
of individuals were
aged 10 female.
years Specifically,
and above thethat
average
wereincome for
female.
male individuals aged 10 years and above was ZMW 1,266.40 while the average
Specifically, the average income for male individuals aged 10 years and above was ZMW income of female
1,266.40 while
individuals aged 10the average
years and aboveincome of female
was estimated individuals
at ZMW 797.90 aged 10 years and above was
estimated at ZMW 797.90
Figure 14: Average income of individuals by sex ‘ZMW’; 2018 Page | 15
Male 1266.4
Female 797.9
0 200 400 600 800 1000 1200 1400
Average Incomes
Average werewere
Incomes established to be highest
established to bein Lusaka
highestprovince Copperbelt
in Lusaka province
province and andCopperbelt
Southern
province estimated
province at ZMW 1838.30,
and Southern provinceZMW 1,404 andatZMW
estimated ZMW 1,026.50 respectively.
1838.30, ZMW Western
1,404 andprovince,
ZMW
Muchinga province and Northern Province had the lowest average income for individuals
1,026.50 respectively. Western province, Muchinga province and Northern Province had aged 10 years
and above
the lowest amounting
averageatincome
ZMW 604.10, ZMW 492.40
for individuals and ZMW424
aged 10 years respectively.
and above amounting at ZMW
604.10, ZMW 492.40 and ZMW424 respectively.
Lusaka 1,838.30
Copperbelt 1,404.90
Southern 1,026.50
Central 937.90
North Western 852.70
Luapula 839.20 www.zicta.zm33
Eastern 617.60
province and Southern province estimated at ZMW 1838.30, ZMW 1,404 and ZMW
1,026.50 respectively. Western province, Muchinga province and Northern Province had
2018 N ATIONAL ICT SURVEY REPORT the lowest average income for individuals aged 10 years and above amounting at ZMW
604.10, ZMW 492.40 and ZMW424 respectively.
Figure 15: Average income of individuals aged above 10 years by province ‘ZMW’; 2018
Lusaka 1,838.30
Copperbelt 1,404.90
Southern 1,026.50
Central 937.90
North Western 852.70
Luapula 839.20
Eastern 617.60
Western 604.10
Muchinga 492.40
Northern 424.00
0 200 400 600 800 1000 1200 1400 1600 1800 2000
Page | 16
3.0. Access and Usage of ICT Products
and Services
www.zicta.zm35
services in the country. The chapter also provides some insights relating to quality of
experience and challenges faced by users of ICT products and services in the country.
Information presented in this chapter is disaggregated by region and in some instances

further analysis is provided across various demographic and socio-economic
3.0. Access and Usage of ICT Products and Services
characteristics. Particularly, the gender aspects relating to access and usage of ICT
This chapter discusses the extent of access and usage of diverse ICT products and services by households
products
and andinservices
individuals Zambia. Itare evaluated.
highlights key trends in access and usage of ICT products and services over
the period 2013, 2015 and 2018. An attempt is also made to explain some of the key constraints to
increased access and usage of ICT products and services in the country. The chapter also provides
3.1. Access and Usage of ICTs by Households
some insights relating to quality of experience and challenges faced by users of ICT products and
services 3.1.1. Ownership
in the country. of Television
Information presentedSets and
in this Access
chapter to Broadcasting
is disaggregated Services
by region and in some
instances further analysis is provided across various demographic and socio-economic characteristics.
3.1.1.1.aspects
Particularly, the gender Ownership
relating toof Television
access Sets
and usage of ICT products and services are evaluated.
The Access
3.1. proportion
and of households
Usage of ICTsacross the whole
by Households country with a working television set
increased
3.1.1. from 33.0ofpercent
Ownership to 37.0
Television percent
Sets between
and Access to 2015 and 2018. Services
Broadcasting The distribution of
ownership
3.1.1.1. of television
Ownership sets acrossSets
of Television regions remained consistent with previous surveys as
63.0proportion
The percent ofofthe households
households acrosslocated in urban
the whole countryareas
with areported that theyset
working television own a working
increased from
33.0 percent to 37.0 percent between 2015 and 2018. The distribution of ownership of television sets
television set while only 15.5 percent of households located in rural areas indicated that
across regions remained consistent with previous surveys as 63.0 percent of the households located
they
in owned
urban areas areported
workingthattelevision
they ownset.
a working television set while only 15.5 percent of households
located in rural areas indicated that they owned a working television set.
Figure16:
Figure 16:Distribution
Distributionof of Ownership
ownership of Working
of working Television
television sets by Sets by 2013-2018
Region; Region; 2013-2018
2018
37.0%
National 33.0%
35.5% 2015
2013
63.0%
Urban 61.2%
62.0%
15.5%
Rural 14.3%
16.0%
0% 10% 20% 30% 40% 50% 60% 70%
The largest proportion of households that own working television sets were based in
Lusaka province and Copperbelt province constituting 38.0 percent and 21.0 percent of
the total number of households that own a working television set respectively. The
www.zicta.zm37
provinces with the least number of households that own a working television set were
Western
The largestprovince
proportionand North-Western
of households that ownprovince accounting
working television sets for
were2.0 percent
based andprovince
in Lusaka 3.0 percent
of
andthe total number
Copperbelt provinceofconstituting
households 38.0that own
percent a 21.0
and working television
percent of the totalset respectively.
number of households
that own a working television set respectively. The provinces with the least number of households
provinces
that own
Figure
with thetelevision
17: aDistribution
working least number of
set were
of Ownership
households
ofWestern
thatand
Workingprovince
own
Television
a by
working
North-Western
Sets
television
Province;province
2018
set were
accounting
Western
for province
2.0 percent andpercent
and 3.0 North-Western
of the totalprovince
number ofaccounting
householdsfor
that2.0 percent
own and television
a working 3.0 percent
set
respectively. that own aWestern
of the total number of households Southern working television
Central set respectively.
2%
Figure 17: Distribution of ownership of working 8%2018
11%television sets by province;
Figure 17: DistributionNorth
of Ownership
Western of Working Television Sets by Province; 2018
3%
Western
Southern Central Copperbelt
2%
11% 8% 21%
Northern
North Western
4%3%
TOTAL Copperbelt
21%
Northern 1,291,964
Muchinga
4%
4%
TOTAL Eastern
1,291,964 5%
Muchinga
4%
Eastern
Luapula
5%
Lusaka 4%
38%
Luapula
Lusaka 4%
38%
There were relatively more male headed households that owned a working television set
compared to the proportion of female headed households that owned a working
There
There were relatively more male headed households that ownedowned
a working televisiontelevision
set compared
wereset.
television relatively more
Specifically, male headed
38.8 percent households
of the male that a working
headed households set
across the country
to the proportion of female headed households that owned a working television set. Specifically, 38.8
compared
reported
percent to male
of that
the the headed
they proportion of female
ownedhouseholds
a working headed
television
across households
set
the country while that
only
reported 31.7
that owned
theypercent
owned a of
aworking
the female
working
television
headed
television set.
set Specifically,
households
while onlyacross38.8
thepercent
of theof
country
31.7 percent the male
indicated
female headed
that
headed households
they owned
households across
acrossa working
the thetelevision
country country
indicated set.
that they owned
reported a working
that they owned television set. television set while only 31.7 percent of the female
a working
headed
Figure
Figure 18:households
18: Ownership
Ownership across
of Workingthe country
Television
of Working Set indicated
Television thatacross
by Households theySex
Set by Households owned aSex
working
of Household
across Headtelevision
of Household Headset.
Figure 18: Ownership of Working Television Set by Households across Sex of Household Head
Male Headed Household 38.8%
Female Headed Household 31.7%
0% 10% 20% 30% 40% 50%

0% 10% 20% 30% 40% 50%
3.1.1.2. Access to Television Broadcasting Services

3.1.1.2. only
Considering Access to Television
those Broadcasting
households Services
that reported that they owned television sets across
Considering only those households that reported
the whole country, 87.0 percent of these households that they owned television
indicated that theysets
hadacross
access to
the whole country, 87.0 percent of these households indicated that they had
broadcasting services. There were relatively more households based in urban areas access to that
broadcasting services. There were relatively more households based in urban areas that
38 Page | 18
2018 NATIONAL SURVEY ON ACCESS AND USAGE OF INFORMATION AND COMMUNICATION TECHNOLOGIES BY HOUSEHOLDS AND INDIVIDUALS
Page | 18
reported that they owned television sets and had access to broadcasting services
3.1.1.2. Access
constituting topercent
92.6 Television Broadcasting
compared to only Services
67.8 percent of the households based in rural
reported
Considering that
areas that only they
indicated owned television
that they that
those households owned sets andthey
television
reported that had
sets access to access
broadcasting
and television
owned had sets to services
broadcasting
across the whole
constituting
services.
country, 92.6 percent
87.0 percent compared
of these to only
households 67.8that
indicated percent
they ofhadthe households
access based in
to broadcasting rural
services.
There
areas were
that relatively
indicated more households
that based television
they owned in urban areas thatand
sets reported
had that theytoowned
access television
broadcasting
sets and had access to broadcasting services constituting 92.6 percent compared to only 67.8 percent
services.
Figure 19: Access to Broadcasting Services by Households that Own Television Sets by
of the households based in rural areas that indicated that they owned television sets and had access to
Region; 2018
broadcasting services.
Figure 19: Access to Broadcasting Services by Households that Own Television Sets by
Figure 19: Access to broadcasting services by households that own television sets by region; 2018
Region; 2018
National 87%
National 87%
Urban 93%
Urban 93%
Rural 68%
Rural 0% 10% 20% 30% 40% 50% 60% 68%

70% 80% 90% 100%
0%
There were very10%
minimal20% 30%
differences 40%
observed50% 60%
between 70%
female 80%
headed 90%
households 100%
that
owned television sets and male headed households that owned television sets regarding
There
accesswere
There were very minimal
very differences
minimal
to broadcasting observed
differences
services. between
observed
Specifically, 88.1female
betweenheaded
percent of households
female headed
the male thathouseholds
headedowned television
that
households
sets and male headed households that owned television sets regarding access to broadcasting services.
owned television
that reported setsthey
that and owned
male headed households
television sets hadthataccess
ownedtotelevision sets regarding
broadcasting services
Specifically, 88.1 percent of the male headed households that reported that they owned television sets
access
compared
had to broadcasting
access totobroadcasting
86.6 percentservices.
services Specifically,
of the female
compared headed88.1
to 86.6 percent
households
percent of of the
that
the maleheaded
headed
indicated
female that households
they owned
households that
that reported
television sets that
and they
had owned
access to television
broadcasting sets had
services. access
indicated that they owned television sets and had access to broadcasting services.to broadcasting services
compared
Figure to 86.6topercent of the female headed households that indicated that
Sexthey owned
Figure 20: Access
20: Access Television
to Television Stations
Stations by Households
by Households thatown
that ownTelevision
Television Sets by
Sets by Sex ofHousehold
of
television
Household
Head sets and had access to broadcasting services.
Head
Figure 20: Access to Television Stations by Households that own Television Sets by Sex of Household
Head

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
ZNBC television stations 0% remain

10% the most
20% widely
30%accessed accessed
40% local 60%local
50% television 70% television
80% stations
90% by
100%that
ZNBC television stations remain the most widely stations by households
households
own that ownsets
working television working television
in Zambia. sets80.3
Specifically, in Zambia.
percent ofSpecifically,
the households 80.3 percent
that of the
own working
households
ZNBC
television that
television
sets in theown working
stations
country remain
have television
accessthe
to most sets
at least in the
widely
one country
accessed
ZNBC have
local
television access
television
station. to at
Prime least
stations
TV, one
Diamondby
ZNBC television
TV and Q-TV
households equally
that own station.
had a
workingPrime
larger TV, Diamond
proportion
television of households TV andSpecifically,
sets in Zambia.that own Q-TV equally
working had a larger
television sets
80.3 percent and have
of the
access to local
proportion that
households television
of households stations
own working constituing
thattelevision 61.5
own working percent, 53.7
sets intelevision percent
the country and
setshave 47.0
and access percent
have access respectively.
to local
to at least one
Muvi TV was among the least accessed local television stations by households that owned a working
television
ZNBC stationsstation.
television constituing
Prime 61.5TV,
percent,
Diamond 53.7 percent
TV andand Q-TV 47.0equally
percenthad respectively.
a larger
television set accounting for 10.7 percent.
proportion of households that own working television sets and have access to local
television stations constituing 61.5 percent, 53.7 percent and 47.0 percent respectively. Page | 19

Page | 19
www.zicta.zm39

2018 N ATIONAL ICT SURVEY REPORT Muvi TV was among the least accessed local television stations by households that owned
a working television set accounting for 10.7 percent.
Figure 21:
Figure 21:Access
Accessto
toLocal
local Television
television channels
Channels by
by households
Householdswith
withworking
Workingtelevision sets;
Television 2018
Sets; 2018
ZNBC 80.3%
Prime TV 61.5%
Diamond TV 53.7%
Q-TV 47.0%
City TV 46.2%
ABN 30.9%
MUVI 10.7%
Other local stations 3.7%
0% 20% 40% 60% 80% 100%
3.1.1.3. Perceptions on Quality of Experience for Television Broadcasting Services

3.1.1.3. ofPerceptions
The majority the households on Quality of Experience
that reported to have for Television
access to ZNBC Broadcasting Services
television stations rated
The majority of the households that reported to have access to ZNBC
the quality of the reception as good. Specifically, 77.1 percent of the households that indicated that television
they had access
stations rated totheZNBC television
quality of thestations ratedas
reception thegood.
qualitySpecifically,
of the reception
77.1aspercent
good. However,
of the
the proportion of households that rated the quality of the reception for
households that indicated that they had access to ZNBC television stations rated the ZNBC television services
as good was relatively higher in urban areas than in rural areas. 79.1 percent of the households in
quality
urban of that
areas the had
reception
access toasZNBC
good.television
However, the proportion
services of households
rated the quality of the receptionthatasrated
good
the quality of the reception for ZNBC television services as good was relatively
while only 67.8 percent of the households in rural area that had access to ZNBC television services higher
in urban
rated areas of
the quality than
the in rural areas.
reception as good.79.1 percent of the households in urban areas that
had
Figure
Figure
access
22:
to ZNBC
22:Perceptions
Perceptions television
on Quality
on quality
services
of Reception
of reception
rated
for the
ZNBC
for ZNBC television
quality of theServices
Television
services
reception
by households
as good
by regions;
across Households while
2018 across
only 67.8
Regions; percent of the households in rural area that had access to ZNBC television
2018
services rated the quality of the reception as good.
5.9%
National 17.1%
77.1%
4.9%
Urban 16.0%
79.1%
Poor/Bad
10.3% Fair
Rural 21.9%
67.8% Good
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

Page | 20

3.1.1.4. Access to pay Television Services
GoTV and Topstar recorded the highest frequency of households that indicated that they
owned a working television set which was used to access broadcasting services and had
40 access SURVEY
2018 NATIONAL to pay
ON television channels
ACCESS AND USAGE constituting
OF INFORMATION 56.5 percent
AND COMMUNICATION andBY28.4
TECHNOLOGIES percent
HOUSEHOLDS ANDrespectively.
INDIVIDUALS
Direct to Home Satellite television services were the least accessed pay TV services
3.1.1.4. Access to pay Television Services
GoTV and Topstar recorded the highest frequency of households that indicated that they
owned a working television set which was used to access broadcasting services and had

access to pay television channels constituting 56.5 percent and 28.4 percent respectively.
3.1.1.4. Access to Pay Television Services
Direct to Home Satellite television services were the least accessed pay TV services
GoTV and Topstar recorded the highest frequency of households that indicated that they owned a
accounting
working for less
television than 1was
set which percent ofaccess
used to households that services
broadcasting indicated andthat
had they
accessowned a working
to pay television
television
channels set which
constituting was
56.5 usedand
percent to access broadcasting
28.4 percent services.
respectively. Direct toAccess
Home to ZNBCtelevision
Satellite Set-Top-
services were the least accessed pay TV services accounting for less than 1 percent of households that
Boxes was
indicated thatrelatively
they owned lower than television
a working most paysetTV services
which was usedaccounting
to access for 1.7 percent
broadcasting of the
services.
households
Access to ZNBC thatSet-Top-
indicated that
Boxes wasthey owned
relatively a working
lower than mosttelevision set which
pay TV services was for
accounting used
1.7 to
percent of the households that indicated that they owned a working television set which was used to
accessbroadcasting
access broadcasting services.
services.
Figure
Figure 23: Access to
23: Access pay television
to Pay Televisionservices
Servicesbybyhouseholds
Households
GoTV 56.5%
Top Star 28.4%
DSTV 24.5%
Muvi TV 2.9%
Free to Air 2.2%
ZNBC Set-Top-Box (Decoder) 1.7%
Zuku TV 1.0%
Other 0.4%
DTH – Direct-to-Home Satellite TV 0.2%
0% 10% 20% 30% 40% 50% 60%
3.1.1.5. Affordability of Pay Television Channels

Direct-to-Home satellite television services and DSTV services were reported to have the highest
average expenditure per month among households that access broadcasting services amounting Page
ZMW| 21

427.40 and ZMW 299.40 respectively. On the other hand, the lowest expenditure incurred on Pay
television services per month by households that access broadcasting services was reported towards
ZNBC Set-Top-Box subscriptions and TopStar subscriptions amounting ZMW 35.20 and ZMW 66.40
respectively.
www.zicta.zm41
access broadcasting services was reported towards ZNBC Set-Top-Box subscriptions and
2018 N ATIONAL ICT SURVEY REPORT TopStar subscriptions amounting ZMW 35.20 and ZMW 66.40 respectively.
Figure 24:
Figure Average expenditure
24: Average Expenditure on
on pay
Paytelevision
Televisionservices by by
Services households ‘ZMW’;
Households 2018
‘ZMW’; 2018
DTH – Direct-to-Home Satellite TV 427.4
DSTV 299.4
MUVI TV 122.1
GoTV 104.1
Zuku TV 110.4
Other TV service 71.0
TopStar 66.4
ZNBC Set-Top-Box 35.2
0 50 100 150 200 250 300 350 400 450
Affordability, which encompasses both a household’s income endowment and pricing, is an important
Affordability,
attribute to accesswhich encompasses
and usage both
of ICTs. Most a household’s
of the households thatincome endowment
access pay and pricing,
television services were is
of the
an view thatattribute
important pay television servicesand
to access were affordable.
usage However,
of ICTs. MostDirect-to-Home
of the households satellite
thattelevision
access pay
services had recorded the lowest proportion of households that perceived the services to be affordable
television
constituting services were
38.4 percent of the
of the view that
households thatpay television
access direct toservices weretelevision
home satellite affordable. However,
services. All
Direct-to-Home satellite
the pay television services television
considered had a services
proportionhad recorded
of more than 70 the lowest
percent of theproportion
households of
that access the services report that the services were affordable. The majority
households that perceived the services to be affordable constituting 38.4 percent of households access
of the
ZNBC Set-top Box, Muvi television and Zuku television constituting 84.7 percent, 81.1 percent and
households that access direct to home satellite television services. All the pay television
80.6 percent respectively.
services considered had a proportion of more than 70 percent of the households that
Figure 25: Proportion of Households that reported that Pay Television Services are Affordable;
access the services report that the services were affordable. The majority of households
2018
Figure 25: Proportion of Households that reported that Pay Television Services are Affordable; 2018
access ZNBC Set-top Box, Muvi television and Zuku television constituting 84.7 percent,
81.1 percent and 80.6(Decoder)
ZNBC Set-Top-Box percent respectively. 84.7%
MUVI TV 81.1%
Zuku TV 80.6%
Topstar 74.1%
GoTV 73.8% Page | 22

DSTV 72.2%
DTH – Direct-to-Home Satellite TV 38.4%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Households that indicated that the pay television services that they accessed were not
affordable, provided estimates of their maximum willingness to pay for the television
Households that indicated that the pay television services that they accessed were not

affordable, provided estimates of their maximum willingness to pay for the television
services they
Households thataccessed.
indicated DSTV
that theservices and Direct-to-Home
pay television services that theySatellite
accessedtelevision services had
were not affordable,
the highest
provided average
estimates amount
of their that households
maximum willingness toaccessing
pay for the the service services
television were willingness to pay
they accessed.
DSTV services and Direct-to-Home Satellite television services had the
of ZMW 167.30 and ZMW61.40 respectively. On the other hand, ZNBC set-top box andhighest average amount that
households accessing the service were willingness to pay of ZMW 167.30 and ZMW61.40 respectively.
Topstar
On hadhand,
the other theZNBC
least set-top
average boxamount
and Topstarthat
hadhouseholds thatamount
the least average accessed
that the services
households thatwere
willing the
accessed to pay.
services were willing to pay.
Figure 26:
Figure Average willingness
26: Average Willingnesstotopay
Payfor pay
for television
Pay stations;
Television 20182018
Stations;
DSTV 167.3
DTH – Direct-to-Home Satellite TV 61.4
MUVI TV 59.3
GoTV 57.8
Zuku TV 54.8
Topstar 37.9
ZNBC Set-Top-Box (Decoder) 26.8
3.1.2. Ownership of Working 0 20Radios

40 and 60 Access
80 to100
Radio Stations
120 140 160 180
3.1.2.1. Ownership of Working Radios
3.1.2. Ownership
The ownership of Working
of working Radios
radios and Access
by households to Radio
continued to Stations
decline in 2018 consistent
with the findings in earlier surveys. The proportion of households across the country that
3.1.2.1. Ownership of Working Radios
own a working radio reduced from 45 percent in 2015 to 40 percent in 2018. This pattern
The ownership of working radios by households continued to decline in 2018 consistent with the | 23
Page
of ownership of working radios was consistent within regions. However, there were some
findings
in earlier surveys. The proportion of households across the country that own a working radio
notablefrom
reduced differences
45 percentin the to
in 2015 ownership of2018.
40 percent in radios across ofregions.
This pattern ownership 46.8 percent
of working of was
radios the
households
consistent located
within in However,
regions. urban areastherereported
were sometonotable
own adifferences
workinginradio while only
the ownership 34.3
of radios
across regions. 46.8 percent of the households located in urban areas reported to
percent of households located in rural areas indicated that they owned a working radio.own a working radio
while only 34.3 percent of households located in rural areas indicated that they owned a working radio.
Figure 27:
Figure 27:Ownership
Ownershipof
ofWorking
WorkingRadios
Radiosby
byHouseholds
Householdsacross
acrossRegions;
Regions;2018
2018
40.0%
National 45% 2018
52.70%
2015
46.8%
Urban 48.30% 2013
59%
34.30%
Rural 42.50%
48%
0% 10% 20% 30% 40% 50% 60% 70%
The largest proportion of households that reported that they owned a working radio were
based in Lusaka province, Copperbelt province and Southern province accounting for 24
percent, 19 percent and 12 percent respectively. The provinces with the least proportion
www.zicta.zm43
of households that own a working radio were Western and North Western accounting for
0% 10% 20% 30% 40% 50% 60% 70%
The largest proportion of households that reported that they owned a working radio were
based in Lusaka province, Copperbelt province and Southern province accounting for 24
percent,
The largest19proportion
percent and 12 percentthat
of households respectively. The
reported that provinces
they with theradio
owned a working leastwere
proportion
based in
Lusaka province, Copperbelt province and Southern province accounting for 24
of households that own a working radio were Western and North Western accounting percent, 19 percent
for
and 12 percent respectively.The provinces with the least proportion of households that own a working
4.3 percent
radio and 3.5and
were Western percent
North respectively.
Western accounting for 4.3 percent and 3.5 percent respectively.
Figure 28: Distribution of Ownership of Working Radios by Households across Provinces
Figure 28: Distribution of Ownership of Working Radios by Households across Provinces
Western
Southern 4.3% Central
11.6% 10.5%
North Western
3.5%
Copperbelt
TOTAL 18.9%
Northern
7.3% 1,396,896
Muchinga
5.2% Eastern
9.2%
Lusaka Luapula
24.0% 5.6%
The proportion of households headed by males that indicated that they own a working
radio was relatively higher than the proprotion of households headed by females that
indicated
The that ofthey
proportion own a working
households headed byradio.
males Specifically,
that indicated 44.5 percent
that they own of the male
a working headed
radio was
relatively higher than the proprotion of households headed by females that indicated thatPage they |own
24
a households indicated
working radio. that
Specifically, 44.5they ownof atheworking
percent radio
male headed while only
households 26.9 that
indicated percent of the
they own a
households
working radio headed
while onlyby26.9
females indicated
percent that theyheaded
of the households own abyworking radio. that they own a
females indicated
working radio.
Figure29:
Figure 29:Ownership
Ownershipofof Working
Working Radios
Radios by Households
by Households acrossacross
Sex of Sex of Household
Household Head; 2018
Head; 2018
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
3.1.2.2. Access to Radio Stations

The majority of households in the country that own working radios indicated that they
access community radio stations compared to the proportion of households that access
public radio stations and commercial radio stations. Specifically, 81.3 percent of the
households that own working radios access community radio stations while only 79.8
percent and 55.7 percent access public radio stations and commercial radio stations
44
respectively.
3.1.2.2. Access to Radio Stations
The majority of households in the country that own working radios indicated that they

access community radio stations compared to the proportion of households that access
public
3.1.2.2. radio
Access stations
to Radio and commercial radio stations. Specifically, 81.3 percent of the
Stations
households
The majority that own working
of households in theradios
countryaccess community
that own working radio
radios stations
indicated while onlyaccess
that they 79.8
percent
community and 55.7
radio percent
stations access
compared to public radio of
the proportion stations andthat
households commercial radio
access public radiostations
stations
and commercial radio stations. Specifically, 81.3 percent of the households that own working radios
respectively . radio stations while only 79.8 percent and 55.7 percent access public radio stations
access community
and commercial radio stations respectively.
Figure 30:
Figure 30: Access
Access to
to Radio
radio stations
Stationsby
byhouseholds
Householdsacross
acrosstype
Typeofofradio
Radiostation; 2018
Station; 2018
Community Radio Stations 81.3%
Public Radio Stations 79.8%
Commercial Radio Stations 55.7%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
3.1.2.3. Perceptions on Quality of Radio Reception

3.1.2.3.
The quality Perceptions
of radio receptionon Quality
was reported of to
Radio Reception
be relatively better on commercial radio stations and
community radio stations than the public radio stations.
The quality of radio reception was reported to be relatively Specifically, 77.2better
percentonof commercial
the householdsradio
that
indicated that they own a working radio and have access to commercial radio stations reported that the
stations and community
quality of radio reception wasradio stations
good while 75.1than theofpublic
percent radio stations.
the households Specifically,
that indicated 77.2
that they own
percent
a workingof the and
radio households
have accessthat indicatedradio
to community that stations
they own a working
rated the quality radio and haveasaccess
of the reception good.
On the other hand, only 61.8 percent of the households that indicated that own a working radio and
to commercial
reported that they radio
have stations
access toreported
public radiothat the quality
stations indicatedofthat
radiothereception was
quality of the good
radio while
reception
75.1 percent
was good. of the
Similarly, households
12.8 percent of thethathouseholds
indicatedthatthat they own
indicated a working
that they radio and
own a working radiohave
and
have access to public radio stations reported that the quality of the reception was poor. On the other,
only 4.4 percent of the households that indicated that they own a working radio and have access to
commercial radio stations reported that the quality of the reception was poor while 4.1 percent Pageof|the
25

households that indicated that they own a working radio and have access to community radio stations
reported that the quality of the reception was poor.
Table 3: Perceptions on Quality of Radio Reception by Households
Quality Of Radio Commercial Radio Community Radio Public Radio

Reception Stations Stations Stations
Good 77.20% 75.10% 61.80%
Fair 19.10% 21.70% 26.40%
Poor/Bad 4.40% 4.10% 12.80%
3.1.3. Access and Usage of Fixed Telephone Line Services

3.1.3.1. Ownership of Fixed Telephone Lines
The proportion of households that reported that they owned a fixed telephone line remained
negligible accounting for less than 1 percent of the total number of households across the country.
However, there was some noted improvement in the proportion of households that had access to
fixed telephone lines from 0.3 percent to 0.8 percent between 2015 and 201814.
14
In the 2018 survey, fixed telephone lines were not limited to PSTN as the case in previous surveys but also included SIM card based fixed telephones and Internet Protocol (IP)
fixed telephones owned by households.
www.zicta.zm45
proportion of households that had access to fixed telephone lines from 0.3 percent to
2018 N ATIONAL ICT SURVEY REPORT 0.8 percent between 2015 and 201814.
Figure31:
Figure 31:Ownership
Ownershipofoffixed
Fixed Telephone
telephone Lines
lines by Households;
by households; 2015-2018
2015-2018
2018 0.8%
2015 0.3%
2013 0.9%
0.0% 0.1% 0.2% 0.3% 0.4% 0.5% 0.6% 0.7% 0.8% 0.9% 1.0%
that proprotion
The
The they ownofof
proprotion amale
fixed
male line.households
headed
headed Specifically,
households that0.9
thatpercentthatofthey
reported
reported theown
that male
theyaownheaded
fixed fixedhouseholds
atelephone
telephone
line was
relatively
reported higher than the
that theyhigher proportion
own a fixed female
line headed households
while only that
0.5headed reported
percent that they own
of the femalereporteda fixed
headed
line
line. was relatively
Specifically, 0.9 percent of than the headed
the male proportion female
households reported households
that they own a that
fixed line while
households
only 0.5 percentindicated that they
of the female own
headed a fixed telephone
households line.
indicated that they own a fixed telephone line.
Figure
32:
Figure Ownership
32: Ownership
of of
fixed
Fixed Telephone
telephone
Lineslines
by Households across across
by households Sex of Household Head; 2018
sex of household head; 2018
14
In the 2018 survey, fixed telephone lines were not limited to PSTN as the case in previous surveys but also included SIM
card based fixed telephones and Internet Protocol (IP) fixed telephones owned by households.
Page | 26
0.0% 0.1% 0.2% 0.3% 0.4% 0.5% 0.6% 0.7% 0.8% 0.9% 1.0%
3.1.3.2. Usage of Fixed Telephone Lines

The majority
3.1.3.2.ofUsage
households that Telephone
of Fixed reported toLines
own a fixed telephone line that was operational, only
used the device at least once a week, accounting for 37.2 percent of the total number of households
Theown
that majority
a fixed of
linehouseholds that reported
that is operational. However, ittowas
ownalsoanoted
fixedthat
telephone
about 10.7line thatofwas
percent the
operational,
households only
that ownused thetelephone
a fixed device atline
least
thatonce a week, accounting
is operational never use thefor 37.2 percent
facilities. of
Only 26.5
percent of the households that own a fixed telephone line that is operational indicated that they
the the
use total number
devices of households
at least once a day. that own a fixed line that is operational. However, it
was also noted that about 10.7 percent of the households that own a fixed telephone
line that is operational never use the facilities. Only 26.5 percent of the households
that own a fixed telephone line that is operational indicated that they use the devices
at least once a day.
Figure 33: Intensity of Usage for Fixed Telephone Lines by Households; 2018
At least once a week 37.2%

line that is operational never use the facilities. Only 26.5 percent of the households
that own a fixed telephone line that is operational indicated that they use the devices
at least once a day.

Figure 33: Intensity of usage for fixed telephone lines by households; 2018
Figure 33: Intensity of Usage for Fixed Telephone Lines by Households; 2018
At least once a week 37.2%
At least once a day 26.5%
At least once a month 25.5%
Not At All 10.7%
0% 5% 10% 15% 20% 25% 30% 35% 40%
3.1.3.3. Quality of Experience for Fixed Telephone Lines

3.1.3.3. Quality of Experience
All the households forthat
that indicated Fixed Telephone
they Lines
own fixed telephone lines that are functional
andthehave
All used the
households thatlines before,
indicated thathad
theyeither a fair
own fixed or goodlines
telephone rating
thatofarethe qualityand
functional of the
havefixed
used
the lines before, had either a fair or good rating of the quality of the fixed
line services. Specifically, 58.3 percent of all the households that indicated that they own line services. Specifically,
58.3 percent of all the households that indicated that they own fixed lines that are functional and have
fixedthe
used lines
linesthat are indicated
before functional thatand
the have
qualityused
of thethe lines
fixed linebefore indicated
services are good that
whilethe
thequality
remainderof
the fixedthat
indicated linethey
services
are fair.are good while the remainder indicated that they are fair. Page | 27

Figure 34: Perceptions on quality of services for fixed telephone lines by households; 2018
Figure 34: Perceptions on Quality of Services for Fixed Telephone Lines by Households; 2018
Good 58.3
Fair 41.7
0 10 20 30 40 50 60 70
Most of the households that indicated that they own fixed lines that are functional and have used the
lines before were very satisfied with the various attributes of service delivery that were investigated.
Most
For of theallhouseholds
instance, thatthat
the households indicated that
indicated thatthey
theyownown fixed linesthat
fixed lines thatareare functional
functional and
and have
used the lines before reported that they were satisfied with customer services.
have used the lines before were very satisfied with the various attributes of service 86.2 percent of the
households that indicated that they own fixed telephone lines that are functional and have used the
delivery
lines beforethat were that
reported investigated. For instance,
they were satisfied with theallreliability
the households that indicated
of overall quality of service.that they
own fixed lines that are functional and have used the lines before reported that they were
satisfied with customer services. 86.2 percent of the households that indicated that they
own fixed telephone lines that are functional and have used the lines before reported that
they were satisfied with the reliability of overall quality of service.
Figure 35: Proportion of Households Satisfied with Fixed Line Services; 2018
www.zicta.zm47
Customer Services 100.0%
satisfied with customer services. 86.2 percent of the households that indicated that they
own fixed telephone lines that are functional and have used the lines before reported that
2018 N ATIONAL ICT SURVEY REPORT they were satisfied with the reliability of overall quality of service.
Figure
Figure35:
35:Proportion
Proportionofof
households satisfied
Households with with
Satisfied fixed Fixed
line services; 2018
Line Services; 2018
Customer Services 100.0%
Reliability of Overall Quality of

86.2%
Service
Complaint Resiolution 86.2%
Provision of Service Information 85.2%

fixed telephone line services affordable. The average monthly expenditure on fixed
telephone line services was reported at ZMW 144.00 by households that indicated that
0% 20% 40% 60% 80% 100%
they own fixed telephone lines that are functional and have been used before. The average
willingness
The majority oftothepay for fixed
households telephone
that indicated thatline services
they own per month
fixed telephone lines reported by those
that are functional
Thehave
and majority
households of the
beenthat
used households
indicated
before, thatfor
that they
accounting indicated
own
83.1fixed that they own
telephone
percent, indicated fixed
lines
that telephone
that
they are fixed
find lines
functional that
telephone are
andline
have
functional
services and have
affordable. The been used
average before,
monthly accounting
expenditure for
on 83.1
fixed
been used before but found the service not affordable, was ZMW 100.00. percent,
telephone indicated
line servicesthat
was they find
reported
at ZMW 144.00 by households that indicated that they own fixed telephone lines that are functional
and have been used before. The average willingness to pay for fixed telephone line services per month
reported by those households that indicated that they own fixed telephone lines that are functional Page |and28
3.1.4. Access and Usage of Mobile Cellular Line Services by Households
have been used before but found the service not affordable, was ZMW 100.00.
3.1.4.1. Ownership of Mobile Cellular Telephone by Households
3.1.4. Access and Usage of Mobile Cellular Line Services by Households
Ownership of mobile cellular telephones by households in the country increased from
64.5 percent
3.1.4.1. reported
Ownership of in 2015 to
Mobile 73.6 percent
Cellular in 2018.
Telephone by The disparity in ownership of mobile
Households
cellular
Ownershiptelephones by households
of mobile cellular telephones byacross regions
households in thepersisted with afrom
country increased relatively higher
64.5 percent
proportion of households
reported in 2015 that in
to 73.6 percent are located
2018. in urbaninareas
The disparity indicating
ownership of mobilethatcellular
they own a mobile
telephones
by households
telephone across regions
compared persisted with
to households a relatively
situated in rural higher proportion
areas. of households
Specifically, that are
88.1 percent of the
located in urban areas indicating that they own a mobile telephone compared
households that are located in urban areas indicated that they own a mobile cellular to households situated
in rural areas. Specifically, 88.1 percent of the households that are located in urban areas indicated that
telephone while cellular
they own a mobile only 61.6 percent
telephone of only
while the households
61.6 percent ofbased in rural areas
the households based inindicated
rural areasthat
they own
indicated a mobile
that they owncellular
a mobiletelephone.
cellular telephone.
Figure 36:
Figure Ownership of
36: Ownership mobile phones
of Mobile Phones by
byhouseholds
Householdsacross
acrossregions; 2015-2018
Regions; 2015-2018
73.6%
National
64.5%
88.1%
Urban
84.8%
2018
61.6%
Rural
50.4% 2015
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
The majority of the households that reported to own a mobile cellular telephone are
located in Lusaka province, Copperbelt province and Southern province accounting for
25.5 percent, 16.8 percent and 12.7 percent respectively. Western, Muchinga and North
Figure 37: Distribution of Households that reported that they own a Mobile Phone by Province; 2018
that reported toWestern
The majority of the households Southern own a mobile cellular telephone are located in Lusaka
province, Copperbelt province and Southern 4.9% accounting forCentral
province 25.5 percent, 16.8 percent and
12.7% 9.8%
12.7 percent respectively. Western, Muchinga and North Western province accounted for the smallest
proportion of households that indicated that they own a mobile phone constituting 4.9 percent, 4.8
percent and 4.2North
percent respectively.
Western
Copperbelt
4.2%of households that reported that they own a mobile phone by province;
Figure 37: Distribution 16.8%
2018
Figure 37: Distribution of Households that reported that they own a Mobile Phone by Province; 2018
Western
Southern Central
12.7% TOTAL
4.9%
9.8%
Northern
6.4% 2,571,853
North Western
Copperbelt
4.2%
16.8%
Eastern
Muchinga 9.8%
4.8%
TOTAL
Northern
6.4% 2,571,853
Luapula
Lusaka 5.1%
25.5% Eastern
Muchinga 9.8%
4.8%
The proportion of male headed households that indicated that they own a mobile cellular
Luapula
telephone was relatively higher than the proportion of 5.1%
Lusaka female headed households that
25.5%
reported that they own a mobile cellular telephone. Specifically, 76.7 percent of the male
headed
the households
proportion of male indicated that they
headed households thatown a mobile
indicated cellular
that they own telephone whiletelephone
a mobile cellular only 64.9
was relatively
percent higher than
of the offemale the proportion of
headedhouseholds female
households headed households
indicated that that reported
theyown that
own mobile
a mobilethey own a
cellular
The
mobileproportion male Specifically,
cellular telephone. headed 76.7 percentthat indicated
of the that they
male headed householdsa indicated cellular
that they
telephone.
telephone
own a mobilewas relatively
cellular higher
telephone whilethan
onlythe
64.9proportion
percent of of
thefemale
female headed households
headed households that
indicated
reported
that thata they
they own own
mobile a mobile
cellular cellular telephone. Specifically, 76.7 percent of the male
telephone.
Figure 38: Proportion of Households that Own a Mobile Cellular Telephone by Sex of Head of
headed households indicated that they own a mobile cellular telephone while only 64.9
Household;
Figure 2018 of Households that own a mobile cellular telephone by sex of head of household; 2018
38: Proportion
percent of the female headed households indicated that they own a mobile cellular
telephone.
Figure 38: Proportion of Households that Own a Mobile Cellular Telephone by Sex of Head of
Household; 2018
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
www.zicta.zm49
3.1.5. Access and Usage of Computers by Households
3.1.5.1. Ownership of Computers by Households
3.1.5. Access and Usage of Computers bythat
Households
The proportion of households across the country indicated that they own a computer
increased
3.1.5. 3.1.5.1.
Accessfrom 7.1 Usage
percent
Ownership
and toComputers
8.1 percent
ofofComputers between
by by
Households 2015 and 2018 reflecting a continued
Households
The proportion of households across
improvement in ownership of computers by households the country that indicated in thatZambia.
they own a computer
However, the
3.1.5.1. Ownership of Computers by Households
increased from 7.1 percent to 8.1 percent between 2015 and
imbalance between households that are situated in rural areas that own a computer 2018 reflecting a continued
improvement
The proportion
relative in households
of
to households ownership areofbased
that across computers
the country
in urban byareas
that households
indicated inSpecifically,
that they
persisted. Zambia. However,
own a computer theof
increased
14.7 percent
from 7.1
imbalance percent
the households between to 8.1 percent
households
in urban between
areas own that 2015 and
are situated
a computer 2018
while reflecting
in only a
rural2.7areas continued
thatofown
percent improvement
a computer
households in
based
ownership of computers by households in Zambia. However, the imbalance between households that
relative
in rural
are to
situated households
areas ownareas
in rural that
thatare
a computer. ownbased in urban
a computer areastopersisted.
relative householdsSpecifically, 14.7
that are based in percent of
urban areas
the households
persisted. in urban
Specifically, areas own
14.7 percent of thea computer
householdswhile onlyareas
in urban 2.7 percent of households
own a computer based
while only 2.7
Figure 39: Ownership of Computers by Households across Regions; 2013-2018
in ruralofareas
percent own a based
households computer.
in rural areas own a computer.
Figure 39:
Figure 39:Ownership
Ownershipofofcomputers
Computersby by
households across regions; 2013-2018
Households
8.1% across Regions; 2013-2018 2018
National 7.1%
4.9% 2018
8.1% 2015
National 7.1%
4.9% 14.7% 2015
Urban 14.1% 2013
9.2% 14.7%
Urban 14.1% 2013
9.2%
2.7%
Rural 2.3%
1.7%2.7%
Rural 2.3%
0% 1.7% 5% 10% 15% 20%
0% 5% 10% 15% 20%

The majority of the households that indicated that they own a computer were located in
Lusaka Province, Copperbelt Province and Southern Province constituting 39.6 percent,
The
The majority
19 percent,
majority of
thethe
ofand 13.5households
percent
households thatof that
the indicated
total
indicated theythat
thatnumberownof they own awere
households
a computer computer
that were
indicated
located in located
Lusaka that in
they
Province,
Lusaka
CopperbeltProvince, Copperbelt
Provincerespectively.
and Southern Province
Provinceand Southern Province
constituting constituting 39.6
13.5percent,
own a computer Northern Province, 39.6 percent,
Western 19 percent,
Province andand percent
North-western
of the
19 total number
percent, and 13.5 of percent
householdsof that indicated
the total that they
number own a computer
of households that respectively.
indicated thatNorthern
they
ProvinceWestern
Province, accounted for the
Province and smallest proportion
North-western Provinceofaccounted
households
for thatsmallest
the indicated that they
proportion of
own a computer respectively. Northern Province, Western Province and North-western
own a computer
households constituting
that indicated 1.7own
that they percent, 3.3 percent
a computer and 3.7
constituting 1.7percent
percent,of3.3the total number
percent and 3.7
Province
percent of accounted
the total for the
number smallest proportion
of households ofthat
households
own a that indicated that they
of households that indicated that theythatown indicated
a computer they computer
respectively. respectively.
own a computer constituting 1.7 percent, 3.3 percent and 3.7 percent of the total number
Figure 40: Distribution of households that own a computer by province; 2018
Figure
of 40: Distribution
households of Households
that indicated that Own
that they own a Computer
computerbyrespectively.
Province; 2018
Western
Figure 40: Distribution of Households that Own3.3%
a Computer by Province; 2018
Southern Central
13.5% Western 6.2%
Southern 3.3% Central
North Western 6.2% Copperbelt
3.7% 13.5%
19.0%
3.7%
Northern 19.0%
1.7% TOTAL Eastern
Northern 3.8%
1.7% Muchinga
284,702 Eastern
TOTAL
3.8% 3.8%
Muchinga 284,702
3.8%
Luapula
Lusaka 5.3%
39.6% Luapula
Lusaka 5.3%
39.6%
Page | 31

Page | 31

The
The proportion
proportion of ofmale
maleheaded
headedhouseholds
householdsthat thatindicated
indicatedthatthatthey
theyown
ownaacomputer
computerwas was
the proportion
relatively of male headed households that indicated that they own a computer was relatively
relativelyhigher
higherthanthanthe
theproportion
proportionof offemale
femaleheaded
headedhouseholds
householdsacross
acrossthe thecountry
countrythatthat
higher than the proportion of female headed households across the country that reported that they
reported
reported
own that they
they own
that Specifically,
a computer. own 8.4aapercent
computer.
of the Specifically,
computer. Specifically,
male 8.4
8.4 percent
headed households percent ofofthe
across the
the male
male
country headed
headed
indicated
households
households
that they ownedacross
across the country
the country
a computer indicated
whileindicated that
7.6 percentthat they owned
theyfemale
of the owned a computer
a computer
headed household while
while 7.6 percent
7.6 percent
reported that theyofof
the female
owned
the female headedhousehold
a computer.
headed householdreported
reportedthatthatthey
theyowned
ownedaacomputer.
computer.
Figure41:
Figure 41: Ownership of Computers by Households across Sex ofofHead of Household; 2018
Figure 41:Ownership
Ownershipofofcomputers by by
Computers households across
Households sex ofSex
across head household;
of Head 2018
of Household; 2018
Male headed households 8.4%

Male headed households 8.4%
Female headed households 7.6%

Female headed households 7.6%
1% 2% 3% 4% 5% 6% 7% 8% 9% 10%
1% 2% 3% 4% 5% 6% 7% 8% 9% 10%
3.1.6. Access and Usage of Internet Services by Households

3.1.6. Access and Usage of Internet Services by Households
3.1.6.1. Access to Internet Services by Households
Access3.1.6.
3.1.6.1. Access
to internet
Access to and Usage
services
Internet byofHouseholds
Internetincreased
by households
Services Services by Households
between 2015 and 2018 from 12.7
percent3.1.6.1. Access
to 17.7 to Internet
percent. Services bywith
This is consistent Households
the improvement recorded between 2013
Access to internet services by households increased between 2015 and 2018 from 12.7 percent to
Access
and 2015
17.7 to internet
percent. services
highlighting
This is consistent by households
continued
with increased
the improvementincreased
access to
recordedbetween
internet
between 2015 and
services
2013 2018 from 12.7
by households
and 2015 highlighting
across
continuedthe country.
percent toincreased 31.2
17.7 percent. percent
This
access to of the
is consistent
internet households
with
services by in urban
the improvement
households areas indicated
recorded
across the country. that
31.2 betweenthey
percent have
of2013
the
access
and to internet
households
2015 in services
urban areas
highlighting while
indicated
continued thatonly
they 6.6
havepercent
increased accesstoof
access the households
internet
to services
internet in by
while
services rural
only 6.6areas had
percent
households
access to internet services. An equal to
of the households
across the in rural
country. 31.2areas
percent of theproportion
had access of 17.8
internet services.
households Anpercent
in urban areas of households
equal proportion
indicated headedofby
of 17.8 percent
that they have
households headed by
males or females males orthat
reported females
they reported that they
had access had access
to internet to internet services.
services.
access to internet services while only 6.6 percent of the households in rural areas had
Figure 42:
access
Figure toAccess
42: Accesstoto
internet internet services
services.
Internet An by households;
equal
Services 2013- 2013-
proportion
by Households; 2018 2018
of 17.8 percent of households headed by
males or females reported that they had access to internet services.
Figure
2018 42: Access to Internet Services by Households; 2013- 2018 17.7%
2018
2015 12.7% 17.7%
2013
2015 5.8% 12.7%
0% 2% 4% 6% 8% 10% 12% 14% 16% 18% 20%
2013 5.8%
theThemajority of the
majority households
of the with access
households to internet
with access services, services,
to internet accountingaccounting
for 82 percent
forof82
thepercent
total
number of households
of the total 2% with access
number of households to internet services, access mobile broadband services using a
8% with 10%access12%to internet services, access20% mobile
mobile0% phone. A sizeable4%number6%of households also access mobile14% 16%
narrowband 18%
services and mobile
broadband services using a modem accounting for 16.5 percent of the total number of households
with access to internet services and 14.1 percent of the total number of households with access Page | to32
internet services
The majority respectively. Only 2.7 percent of the households with access to the internet
of the households with access to internet services, accounting for 82 percent access
fixed wireless broadband services while 1.3 percent of the total number of households with access to
of the services
internet total number of wired
using fixed households
narrowbandwith access to Access
technologies. internetto services, access (FTTH)
Fibre-to-the-home mobile
technologies and VSAT technologies by households was very minimal accounting for less than 1 percent
of the total number of households with access to internet services.
Page | 32

www.zicta.zm51
internet services using fixed wired narrowband technologies. Access to Fibre-to-the-
home (FTTH) technologies and VSAT technologies by households was very minimal
accounting for less than 1 percent of the total number of households with access to internet
services.
Figure 43:Access
Figure 43: Accesstotointernet
Internet Services
services by Households
by households across
across Type
type of of Technologies;
technologies; 2018 2018
Mobile broadband network via mobile phone (3G,

82.0%
4G etc.)
Mobile narrowband (internet speed under 256

16.5%
kbps e.g. 2G, 2.5G etc.)
Mobile broadband network via modem (Mifi etc.) 14.1%
Terrestrial fixed (wireless) broadband network e.g.

2.7%
DSL, WiMAX etc
Fixed (wired) narrowband (internet speed under

1.3%
256 kbps e.g. Dial-up, N-ISDN, Fractional T1 etc.)
Fibre-to-the-home 0.6%
VSAT (Satellite broadband network) 0.2%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
The
The main
maintype
typeof of
technology
technology adopted by households
adopted as their main
by households source
as their of internet
main source services was
of internet
reported to be mobile broadband network via mobile phone accounting for 78.4 percent of the total
servicesofwas
number reported
households thattoaccess
be mobile
internetbroadband network
services.VSAT and FTTHviaaccounted
mobile phone
for the accounting for
least proportion
78.4
of percent that
households of the total number
indicated of households
that the technologies were that
their access internet
main source services.
of internet VSAT and
services.
FTTH accounted for the least proportion of households that indicated that the
Figure 44: Main type of source for internet services by households
technologies
Figure 44: Main were
Type oftheir
Sourcemain sourceServices
for Internet of internet services.
by Households
Fibre-to-the-home
VSAT (Satellite 0.4%
broadband network) Terrestrial fixed
0.0% (wireless) broadband
network e.g. DSL,
WiMAX
1.6%
Fixed (wired) narrowband
(internet speed under 256
kbps e.g. Dial-up, N-ISDN,
Mobile broadband
Fractional T1 etc.)
network via modem
0.8%
6.2%
Mobile narrowband
Mobile broadband (internet speed under Page | 33
network via mobile 256 kbps
phone (3G, 4G ) 12.6%
78.4%
3.1.7. Perceptions on Quality of Experience for Internet Services

3.1.7. ofPerceptions
The majority households that on Quality of to
had access Experience for Internet
internet services Services
were satisfied with various attributes
The
of majority
service of households
delivery. Particularly,that
mosthad access tothat
households internet services
reported were
that they hadsatisfied
access towith various
internet services
attributes
were of service
satisfied delivery.
with attributes Particularly,
of service deliverymost households
relating that
to provision of reported that they customer
service information, had
service
access to andinternet
overall services
reliability were
of services accounting
satisfied for 67.7 of
with attributes percent
serviceof delivery
the households
relatingthatto had
access
provision of service information, customer service and overall reliability of services and
to internet services, 66.5 percent of the households that had access to internet services
60.9 percent of the households that had access to internet services respectively. The proportion of
accounting that
households for indicated
67.7 percent
that of thehad
they households that hadservices
access to internet access and
to internet services,
were satisfied with66.5
internet
percent of the households that had access to internet services and 60.9
speed and complaint resolution were relatively low accounting for 55.0 percent of the households percent of the that
households
had access tothat had services
internet access toand internet services
57.3 percent of respectively.
the households Thethatproportion
had access oftohouseholds
internet services.
that indicated that they had access to internet services and were satisfied with internet
52 speed and
2018 NATIONAL SURVEYcomplaint
ON ACCESS ANDresolution were relatively
USAGE OF INFORMATION low accounting
AND COMMUNICATION TECHNOLOGIESfor 55.0 percent
BY HOUSEHOLDS of the
AND INDIVIDUALS
households that had access to internet services and 57.3 percent of the households that
that indicated that they had access to internet services and were satisfied with internet
speed and complaint resolution were relatively low accounting for 55.0 percent of the
households that had access to internet services and 57.3 percent of the households that

had access to internet services.
Figure 45: Perceptions on attributes of quality of experience
Figure 45: Perceptions on Attributes of Quality of Experience
Provision of Service Information 67.7%
Customer Service 66.5%
Reliability of Overall Services 60.9%
Accuracy in Billing 59.2%
Complaint Resolution 57.3%
Internet Speed 55.0%
0% 10% 20% 30% 40% 50% 60% 70% 80%
3.1.8. Barriers to Access to Internet Services

The main
3.1.8. barriers
Barriers to access
to Access to internet
to Internet services cited by households included a lack of
Services Page | 34
appreciation of the need for internet, lack of skills to use the services and the high cost of
The main barriers to access to internet services cited by households included a lack of appreciation
the required equipment accounting for 33.8 percent, 33 percent and 26.1 percent of the
of the need for internet, lack of skills to use the services and the high cost of the required equipment
total number
accounting of households
for 33.8 that indicated
percent, 33 percent that they
and 26.1 percent dototal
of the not have access
number to internet
of households thatservices
indicated
respectively.
that they do not have access to internet services respectively.
Figure
Figure46:
46:Barriers
Barrierstoto
access toto
access internet services
Internet by households;
Services 2018 2018
by Households;
Do not need the Internet 33.8%
Lack of confidence, knowledge or skills to use the

33.0%
Internet
Cost of the equipment is too high 26.1%
Cost of the internet is too high 20.1%
Internet service is not available in the area 9.1%
other 7.2%
Internet service is available but it does not

6.5%
correspond to household needs
Have access to the Internet elsewhere 3.9%
Privacy or security concerns 2.4%
Cultural reasons 2.2%
0% 5% 10% 15% 20% 25% 30% 35% 40%
www.zicta.zm53
3.1.9. Affordability of Internet Services

3.1.9.1. Perceptions on Affordability of Internet Services
The majority of households across the country that have access to internet services were of the view
that internet services are affordable. Specifically, 75.9 percent of the households that indicated that
they had access to internet services had the perception that internet services were affordable. Similarly,
there were more households in both rural and urban areas that had access to internet services and held
the view that the services were affordable accounting for 77.1 percent and 71.3 percent respectively.
Figure47:
Figure 47: Perceptionsonon Affordability of Internet Services by Households;
2018 2018
Figure 47:Perceptions
Perceptions affordability
on of internet
Affordability services
of Internet by households;
Services by Households; 2018
National 75.9%
National 75.9%
Urban 77.1%
Urban 77.1%
Rural 71.3%
Rural 71.3%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
3.1.9.2. Expenditure on Internet Services

3.1.9.2. Expenditure on Internet Services
The majority of households that access internet services indicated that they spend less
The
thanmajority
ZMW of households
100.00
3.1.9.2. thaton
per month
Expenditure access
on internet
internet
Internet services indicated
services.
Services that they spend
The proportion less than ZMW
of households 100.00
declines
per month
withmajorityon internet services.
increasedofexpenditure The proportion of households declines with increased expenditure on
The householdson internet
that accessservice.
internetLess than 5indicated
services percent ofthatthe they
total spend
number of
less
internet service.
households Less than
that indicated 5 percent
that of the total number of households that indicated that they have
than
accessZMW 100.00
to internet per month
services onthey
reported that
have access to
internet
they services.
spend more Theinternet services
proportion
than ZMW500.00
reported that they
of households
per month ondeclines
internet
spend more than ZMW500.00 per month on internet services.
with increased expenditure on internet service. Less than 5 percent of the total number of
services.
households
Figure
Figure48:
that indicated
48:Distribution
Distributionof of thatonthey
expenditure
Expenditure
have
internet access
services
on Internet
tobyinternet
by households
Services
services
’zmw’;
Households 2018 reported
’ZMW’; 2018
that they
spend more than ZMW500.00 per month on internet services.
70%
Figure 48: Distribution of Expenditure on Internet Services by Households ’ZMW’; 2018

60%
70%
50%
60%
40% 63.9%
50%
30%
40% 63.9%
20%
17.9%
30% 10.3%
10%
3.8%
2.7% 1.4%
20%
0% 17.9%
0 100 200 300 400 ABOVE 500
10.3%
10%
3.8%
54 2.7%
2018 NATIONAL SURVEY ON ACCESS AND USAGE OF INFORMATION AND COMMUNICATION TECHNOLOGIES
1.4%
BY HOUSEHOLDS AND INDIVIDUALS
0% Page | 36
3.2. Access and Usage of ICTs by Individuals

3.2.1. ICT Skills among Individuals
3.2. Access and3.2.1.1.
Usage of ICTs by Individuals
Knowledge on how to Use a Computer
The survey
3.2.1. established
ICT Skills among that only 6.8 percent of individuals across the country aged 10
Individuals
years and above knew how to use a computer. The proportion of individuals that
3.2.1.1. Knowledge on how to Use a Computer
knew how to use a computer was relatively lower in rural areas compared to urban
The survey established that only 6.8 percent of individuals across the country aged 10 years and above
areas. Specifically, only 2.8 percent of individuals based in rural areas indicated that
knew how to use a computer.The proportion of individuals that knew how to use a computer was relatively
they inknew
lower howcompared
rural areas to use atocomputer
urban areas.while 11.8only
Specifically, percent of individuals
2.8 percent of individualsbased
based ininrural
urban
areas
indicated that they that
areas indicated knew they
how to use ahow
knew computer
to usewhile 11.8 percent of individuals based in urban areas
a computer.
indicated that they knew how to use a computer.
Figure 49:Figure 49: Knowledge

Knowledge oncomputers
on usage of Usage of Computers within
within regions; 2018Regions; 2018
National 6.8%
Urban 11.8%
Rural 2.8%
0% 2% 4% 6% 8% 10% 12% 14%
lusaka province and Southern province had the highest concentration of individuals that indicated that
Lusaka
they knewprovince
how to and
use aSouthern
computerprovince hadforthe
accounting highest
12.1 concentration
percent of individuals
and 11.1 percent that
respectively. The
indicated
smallest that they of
concentration knew how to
individuals thatuse a computer
indicated that theyaccounting
knew how tofor
use12.1 percentwere
computers andeastern
11.1
province and Northern Province constituting 2.3 percent each.
percent respectively. The smallest concentration of individuals that indicated that they
knew50:
Figure how to50:
use
Knowledge
Figure
computers
on how toon
Knowledge
were
usehow eastern
a computer
to use a by
province
province;
computer
and Northern Province constituting
by2018
province; 2018
2.3 percent each.
Lusaka 12.1%
Southern 11.1%
Luapula 8.6%
Muchinga 6.1%
Copperbelt 5.7%
Central 5.3%
North
4.4%
Western
Western 2.6%
Northern 2.3%
Eastern 2.3%
Page | 37
0% 2% 4% 6% 8% 10% 12% 14%
About 74 percent of the individuals that indicated that they knew how to use
www.zicta.zm a
55
computer were aged below 35 years. On the other hand, less than 5 percent of the
2018 N ATIONAL ICT SURVEY REPORT About 74 percent of the individuals that indicated that they knew how to use a
computer were aged below 35 years. On the other hand, less than 5 percent of the
individuals thatofindicated
About 74 percent that
the individuals they
that knewthat
indicated howtheytoknew
usehowa computer were aged
to use a computer wereabove 55
aged below
35 years. On the other hand, less than 5 percent of the individuals that indicated that they knew how to use
years.
a computer were aged above 55 years.
Figure 51: Knowledge

Figure on how toon
51: Knowledge usehow
a computer
to use a across age groups;
Computer across 2018
Age Groups; 2018
25%
20% 19.2%
18.9%
18.2%
15%
12.4%
10% 8.7%
5.8%
4.2%
5%
3.4%
5.2% 2.1%
0.7% 1.2%
It was
0% noted that there was a relatively larger proportion of males that that indicate
that10 they
-‐ 14 knew
15 -‐ 19 how
20 -‐ 24to use
25 -‐ 29a computer
30 -‐ 34 35 -‐ compared
39 40 -‐ 44 to
45 -‐the
49 proportion
50 -‐ 54 55 -‐ 59of 60
females
-‐ 64 that
65+
reported
it was notedknowledge
that there was ofahow
relatively to use
larger a computer.
proportion of Specifically,
males that that 8.0 percent
indicate thatof allknew
they the males
how to
indicated
use a computer thatcomparedthey knew how
to the to use of
proportion a computer
females that while reported 5.8knowledge
percent of ofhowfemales to useindicated
a computer.
Specifically, 8.0 percent of all the males indicated that they knew how to use a computer while Page 5.8 percent
| 38
that they knew how to use a computer.
of females indicated that they knew how to use a computer.
Figure of how to of
52: Knowledge usehow
a computer
to Use awithin sex groups;
computer within2018
sex groups; 2018
Male 8.0%
Female 5.8%
0% 1% 2% 3% 4% 5% 6% 7% 8% 9% 10%
The majority of the indiviudals that indicated that they knew how to use a computer had attained some
The
level majority of the
of secondary indiviudals
eduction that indicated
and tertitiary that
education they knew
accounting for how to use aand
55.6 percent computer had
36.5 percent
attained some
respectively. level
Less thanof secondary
1 percent eduction
of the andthat
individuals tertitiary education
indicated that theyaccounting foruse
knew how to 55.6 percent
a computer
and 36.5 percent
had never attendedrespectively.
school. Less than 1 percent of the individuals that indicated that they
knew how to use a computer had never attended school.
Figure 53: Computer Literacy by School Attendance; 2018

55.6%
36.5%
7.4%
attained some level of secondary eduction and tertitiary education accounting for 55.6 percent
and 36.5 percent respectively. Less than 1 percent of the individuals that indicated that they
knew how to use a computer had never attended school.

Figure 53: Computer
Figure literacy byLiteracy
53: Computer school attendance; 2018
by School Attendance; 2018
55.6%
36.5%
7.4%
0.5%
Never attended Primary Secondary Tertiary
3.2.1.2. Proficiency
3.2.1.2. Proficiency in Using ainComputer
Using a Computer
The most
The most prominent
prominentskills
skills reported
reported among
among individuals
individuals were were
relatedrelated to copying
to copying or moving
or moving a file or
a file or
folder andfolder and and
using copy using copy
paste and
tools to paste tools
replicate to replicate
information in a information in a document
document accounting for 63.6
percent and 51.9 percent of individuals that know how to use a computer.
accounting for 63.6 percent and 51.9 percent of individuals that know how to use a There was a noted imbalance
in the proportion
computer. Thereofwas
individuals
a noted with identified in
imbalance skills
thethat are based of
proportion in individuals
the rural areawith
and urban areas.
identified
Specifically, fewer individuals that had identified skills using a computer were based in rural areas
skills thattoare
compared based
urban in the rural area and urban areas. Specifically, fewer individuals that
areas.
had identified skills using a computer were based in rural areas compared to urban areas.
Figure 54: Proficiency in using a computer across regions; 2018
Figure 54: Proficiency in Using a Computer across Regions; 2018
86.2% 83.7% 84.8% 84.8%

81.9% 82.8% 83.0% 82.3%
80.0%
Page | 39
63.6%
60.5%
51.9%
40.9% 38.1% 39.5%
30.4% 32.8%
22.9%
20.0% 14.8%
18.1% 17.2% 16.3% 17.0% 15.2% 17.7% 15.2%
13.8%
6.6%
3.0%
Copying or Using copy and Sending e-mails Using basic Connecting and Finding, Creating Transferring Writing a Other
moving a file or paste tools to with attached arithmetic installing new downloading, electronic files between a computer
folder duplicate or files (e.g. formulae in a devices (e.g. a installing and presentations computer and program using
move document, spreadsheet modem, configuring with other devices a specialized
information picture, video) camera, software presentation programming
within a printer) software language
document (including text,
images, sound,
video or charts)
National Rural Urban
However, the majority of individuals across the country had basic computer skills and mainly undertook
However, the majority of individuals across the country had basic computer skills and
basic activities on the computer. The proportion of individuals across the country with relatively more
mainly ICT
advanced undertook
skills was basic
low. Theactivities on ofthe
distribution computer.
individuals The to
according proportion of individuals
their sex based on the type
across
of the country
ICT skills withthe
revealed that relatively
majority ofmore advanced
individuals with theICTidentified
skills wasskillslow.
wereThe distribution
mainly male. For
of individuals
instance, 56.3 percentaccording to their that
of the individuals sex indicated
based on the
that theytype
knewofhow
ICTtoskills
use a revealed thatwere
computer and the
majority
able to copy of or
individuals
move a file with the were
or folder identified skills
male while were
only 43.7mainly
percent male. For instance,
were female. 56.3
Similarly, 63.3
percentofofthe
percent thepeople
individuals
that knew that
howindicated
to connectthat they
and knew
install newhow to use
devices suchaascomputer
modems or and were
cameras
able male
were to copywhileor move
only 36.7 apercent
file orwere
folder were male while only 43.7 percent were female.
female.
Similarly, 63.3 percent of the people that knew how to connect and install new devices
such as modems or cameras were male while only 36.7 percent were female.
Figure 55: Distribution of individuals with Identified ICT skills by Sex; 2018
71.3% 71.0%
63.6% 63.3% 64.0% 62.9%
57.5% 58.7% 60.1% www.zicta.zm57
58.8%
56.3%
51.9%
43.7% 42.5%
percent of the individuals that indicated that they knew how to use a computer and were
able to copy or move a file or folder were male while only 43.7 percent were female.
Similarly, 63.3 percent of the people that knew how to connect and install new devices
such as modems or cameras were male while only 36.7 percent were female.
Figure 55: Distribution

Figure of individuals
55: Distribution with Identified
of individuals ICT skills ICT
with Identified by Sex; 2018
skills by Sex; 2018
71.3% 71.0%
63.6% 63.3% 64.0% 62.9%
57.5% 58.7% 60.1% 58.8%
56.3%
51.9%
43.7% 42.5% 40.9%41.3% 41.2%
39.9% 38.1%37.1%
36.7% 36.0%
30.4% 32.8%
28.7% 29.0%
22.9%
14.8%
6.6%
3.0%
Copying or Using copy and Sending e-mails Using basic Connecting and Finding, Creating Transferring files Writing a Other
moving a file or paste tools to with attached arithmetic installing new downloading, electronic between a computer
folder duplicate or files (e.g. formulae in a devices (e.g. a installing and presentations computer and program using a
move document, spreadsheet modem, camera, configuring with other devices specialized
information picture, video) printer) software presentation programming
within a software language
images, sound,
video or charts)
National Male Female
It was observed that individuals with higher levels of education attainment had higher proficiency in ICT
It was
computer
skills. observed
For program
instance, that
69.0 individuals
using
percent with higher
a specialized wholevels
programming
of individuals could of education
language
write attainment
had
a computer tertiary
program had higher
education.
using It
a specialized
proficiency in
was also established
programming ICT skills.
language had thatFor instance,
individuals
tertiary 69.0
education.that percent
had
It was of individuals
alsoattained who
tertiary
established could that hadaattained
write
level education
that individuals
constituted
tertiary the largest
level education proportion
constituted across
the largest most of across
proportion the activities.
most of theParticularly, these these
activities. Particularly,
proportionsincreased
proportions increased withwith the complexity
the complexity of skills.
of skills. Page | 40

Figure 56: ICT skills by level of education
Figure 56: ICT skills by level of education
66.3% 69.0%
44.3% 61.0%
57.8% 55.9% 52.3% 52.4%
49.6% 50.2%
45.0% 41.7% 44.0% 43.5% 45.7%
40.0% 37.8%
31.1% 31.0% 29.6%
24.7%
5.5% 4.3% 2.2% 2.1% 3.2% 2.6% 3.8%
1.2% 0.0%
Copying or Using copy and Sending e-mails Using basic Connecting and Finding, Creating Transferring files Writing a Other
moving a file or paste tools to with attached arithmetic installing new downloading, electronic between a computer
folder duplicate or files (e.g. formulae in a devices (e.g. a installing and presentations computer and program using a
move document, spreadsheet modem, camera, configuring with other devices specialized
information picture, video) printer) software presentation programming
within a software language
images, sound,
video or charts)
3.2.2. Usage of Mobile Phones

3.2.2. Usage of Mobile Phones
3.2.2.1. Active
3.2.2.1. Users
ActiveofUsers
Mobile CellularCellular
of Mobile Telephones
Telephones
It was
It was estimated
estimatedthat that53.5
53.5percent
percentofofallallthe
theindividuals
individualsagedaged 10 years
10 years and above
and above acrossacross
the country
the country
were wereof
active users active users
mobile of mobile
cellular cellular
telephones telephones
established established
by estimating theby estimating
proportion of the
individuals
aged
proportion of individuals aged 10 years and above that had used a mobile cellular prior
10 years and above that had used a mobile cellular telephone in the last three months
to the survey
telephone
15
in the. The
lastproportion
three monthsof active
priorusers
to theofsurvey
mobile15.cellular telephonesofwas
The proportion relatively
active users of higher in
urban areas compared to rural areas. Specifically, 71.0 percent of all the individuals aged 10 years and
mobile cellular telephones was relatively higher in urban areas compared to rural areas.
above based in urban areas were noted to be active users of mobile cellular telephones while only
Specifically,
42.1 percent of71.0 all percent of all the
the individuals individuals
based in rural areasaged 10 years
were and above
considered basedofinmobile
active users urban cellular
areas were There
telephones. noted was to be active improvement
a noted users of mobile cellular
in the telephones
proportion while only
of individuals aged42.1 percent
10 years and above
of allwere
that the individuals
active users of based in rural
mobile areas
cellular were considered
telephones active users of mobile cellular
across all regions.
telephones. There was a noted improvement in the proportion of individuals aged 10
years and above that were active users of mobile cellular telephones across all regions.
15
They used the device at least once to make call or to SMS or to access data services in a three month period.
Figure 57: Active users of Mobile Cellular Telephones by Region; 2018

2018
53.5%
National
Figure 57: Active users of mobile cellular telephones by region; 2018
Figure 57: Active users of Mobile Cellular Telephones by Region; 2018
51.0%
2018
2015
53.5% 71.0%
National
Urban 51.0% 68.3%
2015
71.0%
Urban 42.1%
Rural 68.3%
38.8%
0% 10% 20% 30% 40% 42.1% 50% 60% 70% 80%

Rural
38.8%
Lusaka Province, Copperbelt Province and Southern Province had the highest
0% 10% 20% 30% 40% 50% 60% 70% 80%
concentration of active users of mobile cellular telephone services accounting for 72.7
Lusaka Province, Copperbelt Province and Southern Province had the highest concentration of active
percent, 69.1 percent and 60.6 percent of all the individuals in the provinces respectively.
users
Lusaka of mobile cellularCopperbelt
Province, telephone services accounting
Province and andfor 72.7 percent,
Southern 69.1 percent
Province hadhad and 60.6
the the percent
highest
Northern Province, North-Western Province Southern Province
of all the individuals in the provinces respectively. Northern Province, North-Western Province and lowest
concentration
concentration
Southern Provinceof active
of had the users
active users of
lowest of mobile
mobilecellular
concentrationcellular telephone
users of services
telephone
of active services
mobile accounting
accounting
cellular forfor
telephone 72.7
34.4
services
percent,
accounting 69.1
for percent
34.4 and
percent,60.6
36.7 percent
percent of all
and the
40.9 individuals
percent of in
all the
the provinces
individuals
percent, 36.7 percent and 40.9 percent of all the individuals in the respective provinces. respectively.
in the respective
provinces.
Northern Province, North-Western Province and Southern Province had the lowest
concentration
Figure of active
58: Active users users
of mobile of mobile
cellular cellular
telephones telephone
by province; 2018 services accounting for 34.4
Figure 58: Active users of mobile cellular telephones by province; 2018
percent, 36.7 percent and 40.9 percent of all the individuals in the respective provinces.
Lusaka 72.7%
Figure 58: Active users of mobile cellular telephones by province; 2018
Copperbelt 69.1%
Lusaka 72.7%
Southern 60.6%
Copperbelt 69.1%
Central 50.6%
Southern 60.6%
Western 45.1%
Central 50.6%
Luapula 44.0%
Western 45.1%
Eastern 43.9%
Luapula 44.0%
Muchinga 40.9%
Eastern 43.9%
North Western 36.7%
Muchinga 40.9%
Northern 34.4%
North Western 36.7%
0% 10% 20% 30% 40% 50% 60% 70% 80%
Northern 34.4%
There was a relatively

0% higher
10% proportion
20% of males
30% that40% were active
50%users of 60%mobile 70%
cellular telephones
80%
compared to females across the country. Specifically, 56.9 percent of all the males across
There was a relatively higher proportion of males that were active users of mobile cellular the country
indicated that they had used a mobile cellular telephone in the last three months prior to the survey
telephones compared to females across the country. Specifically, 56.9 percent of all the
while only 50.9 percent of all the in females indicated that they were active users of mobile cellular
males across
There was
telephones. the country
a relatively indicated
higher that of
proportion they hadthat
males used a mobile
were cellular
active users telephone
of mobile in the
cellular
telephones compared to females across the country. Specifically, 56.9 percent of all the
males across the country indicated that they had used a mobile cellular telephonePage | 42
in the

Page | 42

www.zicta.zm59
Figure
last three 58: Active
months prior users
to theofsurvey
mobile while
cellularonly
telephones by sex; of
50.9 percent 2018
all the in females indicated
2018 N ATIONAL ICT SURVEY REPORT that they were active users of mobile cellular telephones.
Figure
Male58:Figure
Active58:
users of mobile
Active users cellular
of mobiletelephones
cellular by sex; 2018by sex; 2018
telephones 56.9%
Male 56.9%
Female 50.9%
Female 0% 10% 20% 30% 40% 50% 50.9% 60%
The survey0% established 10% that 59.2 percent

20% of all 30%
the active users
40%of mobile 50%cellular telephone
60%
services were aged below the age of 35 years. Less than 10 percent of all the active users
The survey established that 59.2 percent of all the active users of mobile cellular telephone services
of theaged
were services
belowwere aged
the age above
of 35 years.55 years.
Less than 10 percent of all the active users of the services were
The survey
aged above 55established
years. that 59.2 percent of all the active users of mobile cellular telephone
services Distribution
were agedofbelow
Figure 59:Figure
the age
active users
of 35 telephone
of mobile
years. Less thanby10 percent of all the active users
59: Distribution of active users of mobileservices
telephoneage groups;
services by2018
age groups; 2018
of the services were aged above 55 years.
18%

16.2% of active users of mobile telephone services by age groups; 2018
16% 15.7%
18%
14%
16.2%
16% 15.7%
12.1%
12% 11.5%
11.3%
14%
10% 12.1%
12% 11.5%
11.3%
8.3%
8%
10% 6.4%
8.3%
6%
8% 4.9%
3.7% 6.4% 4.2%
4% 3.1%
6%
4.9% 2.5%
3.7% 4.2%
2%
4% 3.1%
2.5%
0%
2%
10 - 14 15 - 19 20 - 24 25 - 29 30 - 34 35 - 39 40 - 44 45 - 49 50 - 54 55 - 59 60 - 64 65+
0%
3.2.3.
10Ownership
- 14 15 - 19 of
20Mobile
- 24 25 Cellular Telephones
- 29 30 - 34 35 - 39 40 - 44 45 - 49 50 - 54 55 - 59 60 - 64 65+
A sizeable proportion of individuals aged 10 years and above that were active users of mobile telephone
services, constituting 83.4 percent, owned mobile devices that were subscribed to at least one local
Page | 43
network. While the proportions were relatively high across regions, there were more active users in

urban areas constituting 88.0 percent compared to rural areas where the proportion was 78.3 percent.
Page | 43

Figure 60: Ownership of mobile cellular telephones among active users; 2018
Indicator 2015 2018

Ownership Of Mobile Phones Among Active Users 83.8% 83.4
Ownership Of Mobile Phones Among Active Users In Urban Areas 89.2% 88.0
Ownership Of Mobile Phones Among Active Users In Rural Areas 77.0% 78.3
There were very minimal differences in the proportion of active users of mobile telephones that owned
a mobile phone and were male and those that were female. Both sex groups had a concentration of
active users of mobile cellular telephones that owned mobile phones that were subscribed to a local
network that was above 80 percent.
Figure 61: Active users of mobile phones that owned a mobile phone by sex group; 2018
Figure
Figure 61: Active61: Active
users users phones
of mobile of mobile phones
that ownedthat owned
a mobile a mobile
phone phone
by sex by2018
group; sex group; 2018
Male 86.5%
Male 86.5%
Female 80.8%
Female 80.8%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
3.2.4. Ownership of Smartphones

3.2.4. Ownership of Smartphones
3.2.4.1. Ownership of Smartphones across Regions
The proportion of
3.2.4. Ownership individuals aged 10 years and above that owned a smartphone as a
of Smartphones
share of all the individuals aged 10 years and above that had owned a mobile cellular
telephone
The proportion subscribed to aaged
of individuals local
10 network increaded
years and above from a13.5
that owned percent asina 2015
smartphone to all
share of 29.6
the
The proportion of individuals aged 10 years and above that owned a smartphone as a
individuals
percent inaged 10The
2018. years and above
largest growththatrate
had was
owned a mobileincellular
obsreved telephone
the urban areassubscribed to a local
as the proportion
share
networkof increaded
increased
allfrom
the 18.4
individuals
frompercent
aged 10
13.5 percent
to 42.1 in
yearstowhile
2015
percent
and29.6above
percent
an
that had owned
in 2018.
improvement The a mobile
largest
from growthcellular
6.5 percent rate was
to 14.3
telephone
obsreved in subscribed
percent was theobserved to
urban areas a local
as
in the the network
proportion
rural increaded
areas. increased fromfrom
18.413.5 percent
percent to 42.1inpercent
2015 to 29.6an
while
improvement
percent fromThe
in 2018. 6.5 largest
percent growth
to 14.3 percent was
rate was observedininthe
obsreved theurban
rural areas.
areas as the proportion
Figure 62:
increased Proportion of mobile cellular telephone owners that owned a smartphone
from 18.4 percent to 42.1 percent while an improvement from 6.5 percent across regions;
to 14.3
Figure
2018 62: Proportion of mobile cellular telephone owners that owned a smartphone across regions; 2018
percent was observed in the rural areas.
Figure 62: Proportion of mobile cellular telephone owners that29.6%

owned a smartphone across regions;
National
2018 13.50%
29.6% 42.1%
National
Urban
13.50% 18.40%
2018
14.3% 2015
Rural 42.1%
Urban 6.50%
18.40%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

2018
14.3% 2015
Rural
The survey established
6.50%that 76.6 percent of all the individuals aged 10 years and above
www.zicta.zm61
that owned smartphones were below the age of 35 years. Less than 10 percent of the
On the other hand 29.6 percent of the individuals aged 10 years and above that owned
smartphones were below the age of 24 years.
The survey established that 76.6 percent of all the individuals aged 10 years and above that owned
On the otherwere
smartphones hand 29.6 the
below percent
age ofof35the individuals
years. Less than aged 10 years
10 percent and
of the above that
individuals agedowned
10 years
smartphones
and above that were
ownedbelow the agewere
smartphones of 24above
years.
50 years old. On the other hand 29.6 percent of the
Figure 63: Distribution of Individuals that owned Smartphones by Age Group; 2018
individuals aged 10 years and above that owned smartphones were below the age of 24 years.
25%
Figure
Figure 63: 63: Distribution
Distribution of Individuals
of Individuals that owned that owned Smartphones
Smartphones by Age Group;by2018
Age Group; 2018
25% 20.6%
20%
17.9%
20.6%
20%
15% 17.9% 14.4%
11.9%
15% 10.7% 14.4%
10% 11.9%
10.7% 7.8%
10% 6.0%
7.8%
5% 3.9%
6.0%
2.3% 1.7% 1.7%
5% 3.9%
1.1% 2.3%
0% 1.7% 1.7%
10 - 14 15 - 19 20 - 24 25 - 29 30 - 34 35 - 39 40 - 44 45 - 49 50 - 54 55 - 59 60 - 64 65+
1.1%
0%
10 - 14 15 - 19 20 - 24 25 - 29 30 - 34 35 - 39 40 - 44 45 - 49 50 - 54 55 - 59 60 - 64 65+
An investigation into the number of mobile cellular telephones owned by individuals
aged 10 years and
An investigation above
into the revealed
number thatcellular
of mobile 85.7 percent
telephones have
ownedonebymobile cellular
individuals aged 10telephone
years and
An
aboveinvestigation
revealed that intopercent
85.7 the number
have ofmobile
one mobile cellular
cellular telephones
telephone while owned
14.3 byhave
percent individuals
at leastSIM
two
while 14.3 percent have at least two mobile cellular telephones with an active
aged 10 years and above revealed that 85.7
mobile cellular telephones with an active SIM card. percent have one mobile cellular telephone
card.
while64:
Figure 14.3 percent
Number have at least two mobile
per user;cellular telephones with an active SIM
Figure 64:of mobile
Number cellular
of mobiletelephones
cellular telephones 2018
per user; 2018
card.
Figure 64: Number of mobile cellular telephones per user; 2018
85.7%
85.7%
12.3%
1.2% 0.3% 0.4%
12.3%
One Two 1.2%

Three 0.3%
Four 0.4%
Five or more
One Two Three Four Five or more

3.2.5. Network Subscription
3.2.5. Network and Subscriber
Subscription Preferences
and Subscriber Preferences
The survey
The survey established
established
3.2.5. Network that
thatSubscription
Airtel Airteland
network andnetwork
MTN andPreferences
Network
Subscriber MTN
had the Network had the
largest proportion largest
of individuals
proportion
survey ofestablished
subscribed to the
The individuals
network. subscribed
Specifically,
that to theof network.
the proportion
Airtel network and MTN Specifically,
individuals aged
Network the hadproportion
10 years and above
the largestof
that indicated
that they were subscribed to the Airtel network and MTN networks accounted for 73.4 percent and 69.6
individuals
proportion aged
of individuals
and above that
10 years subscribed
Only 21.9 percent to theindicated
network.
of the individuals
that they werethat
Specifically,
aged 10 years and above the
subscribed
proportion to of
the
indicated that they
were subscribed
individuals to a 10
aged localyears
mobile network
and aboveindicated that they were
that indicated thatsubscribed
they were to the Zamtel network.
subscribed to the
Page | 46

Page | 46
subscribed
respectively.to Only
the Zamtel network.
21.9 percent of the individuals aged 10 years and above that
indicated that they were subscribed to a local mobile network indicated that they were
Figure
subscribed to65:
theSubscription to Local Mobile Network Operators; 2018
Zamtel network.

73.4%
69.6%
Figure 65: Subscription
Figure to Local Mobile
65: Subscription Network
to Local MobileOperators;
Network 2018
Operators; 2018
73.4%
69.6%
21.9%
21.9%
Airtel MTN Zamtel
Airtel MTN Zamtel

The distribution of subscribers across provinces revealed that subscription for Zamtel
wasdistribution
The largest inofSouthern
subscribersProvince while revealed
across provinces Airtel had its largest for
that subscription subscribers
Zamtel was in Lusaka
largest in
The distribution
Southern Province of subscribers
while Airtel had its across
largest provincesinrevealed
subscribers Lusaka that subscription
Province and MTN on forCopperbelt
the Zamtel
Province and MTN on the Copperbelt Province.
was largest in Southern Province while Airtel had its largest subscribers in Lusaka
Province.
Province and MTN on the Copperbelt Province.
Figure 66: Distribution of Subscribers across provinces; 2018
Figure 66: Distribution of Subscribers across provinces; 2018
Figure 66: Distribution of Subscribers across provinces; 2018 31.3%

28.2%
31.3%
28.2% 19.1% 22.4%
19.7% 18.8%
14.7% 19.1% 22.4%
15.0% 19.7% 12.0%
14.7% 18.8%
10.8% 10.2%
15.0% 12.0%
10.4%
9.5% 9.9% 4.0%
8.1% 10.8% 3.7% 3.7% 10.2%
7.2%
9.5% 10.4% 5.6%
9.9% 5.3% 4.9% 6.0%
3.9%8.1% 4.2%
3.7%3.5% 3.7% 4.0%
4.5%
7.2%
1.4%
5.6% 5.3% 4.9%
1.8% 6.0%
3.9% 3.5% 4.2% 0.3% 4.5%
1.4% 1.8%
0.3%
Central Copperbelt Eastern Luapula Lusaka Muchinga Northern North Southern Western
Western
Western
Airtel MTN Zamtel
Airtel MTN Zamtel
The Airtel network was reported as the most preferred mobile cellular network followed by MTN.
Specifically,
The Airtel48.3 percentwas
network of the individuals
reported as aged 10 years
the most and above
preferred that indicated
mobile cellularthat they hadfollowed
network used a
mobile
TheMTN. phone subscribed
Airtel network to a local
was reported network in the
as theofmost last three
preferred months
mobile prior to the
cellular survey
network indicated
followed that
Airtel was their most preferred network while 44.8 percent cited MTN network. Only 6.9 percent that
by Specifically, 48.3 percent the individuals aged 10 years and above of
by individuals
the MTN. that
indicated Specifically,
they
that had 48.3
indicated thatpercent
used athey hadof
mobile thea mobile
phone
used individuals
cellular aged
subscribed to 10
a local
phone years and
network
subscribed to ainabove that
the network
local last three
indicated
in
months that they
the lastprior
three to thehad
months used
prior
survey athe
mobile
surveyphone
toindicated subscribed
indicated
that Airtelthatwas
Zamtelto awas
their local network
their
most in the
preferred
preferred last three
network.
network while
months prior to the survey indicated that Airtel was their most
44.8 percent cited MTN network. Only 6.9 percent of the individuals that indicated thatpreferred network while
44.8 percent cited MTN network. Only 6.9 percent of the individuals that indicated that
Page | 47
Page | 47

www.zicta.zm63
months prior to the survey indicated that Zamtel was their preferred network.
they had used67:aPreference

Figure mobile cellular phone
of Mobile subscribed
Cellular Network; to a local network in the last three
2018
months prior to the survey indicated that Zamtel was their preferred network.
Figure 67: Preference of Zamtel

mobile cellular network; 2018
Figure 67: Preference7%
of Mobile Cellular Network; 2018
Zamtel
7%
Airtel
48%
Airtel
MTN 48%
45%
MTN
45%
Notwithstanding, it was also noted that the majority of individuals aged 10 years and
above that preferred the MTN network were based on the Copperbelt Province and
Lusaka Province
Notwithstanding,
notwithstanding, while
it was alsothe
it was majority
also
noted noted of
that thethatindividuals
the majority
majority aged 10 years
of individuals
of individuals aged andaged
10 years above
and 10 that
above yearspreferred
that and
preferred
above that preferred the MTN network were based on the Copperbelt Province and the
the
the Airtel
MTN network
network were
were based
based on in
the Southern
Copperbelt Province
Province and
and Lusaka
Lusaka Province.
Province while Similarly,
the majority of
individuals
Lusaka aged
majorityProvince
of 10 while
years and
individuals above
aged
the 10that
majority preferred
years
of the Airtel
and above
individuals thatnetwork
aged yearswere
preferred
10 andthebased inthat
Zamtel
above Southern
network Province
preferred were
and Lusaka Province. Similarly, the majority of individuals aged 10 years and above that preferred the
largely
the
Zamtel in network
Airtel Southern
network Province
werewere based
largely and Lusaka
in Southern
in Southern Province.
Province
Province and Lusaka
and Lusaka Province.Province. Similarly, the
majority of individuals aged 10 years and above that preferred the Zamtel network were
Figure
Figure68:
largely inDistribution
68: Southern of
Distribution individuals
Province
of by Lusaka
and
individuals preference of mobile
Province.
by preference cellular
of mobile network
cellular acrossacross
network provinces; 2018 2018
provinces;
31.3%
Figure 68: Distribution of individuals by preference
28.2% of mobile cellular network across provinces; 2018
19.1% 31.3%
22.4%
19.7% 28.2%
14.7% 18.8%
12.0%
15.0% 19.1% 22.4% 10.2%
19.7% 10.8%
14.7% 10.4% 18.8%
9.5% 9.9% 4.0%
15.0% 8.1% 12.0% 3.7% 3.7%
7.2% 10.2%
10.8% 5.6% 5.3% 4.9% 6.0%
3.9% 3.5% 4.2% 4.5%
9.5% 10.4% 9.9% 4.0%
8.1% 1.4% 3.7% 3.7% 1.8%
7.2% 0.3%
5.6% 5.3% 4.9% 6.0%
3.9% 3.5% 4.2% 4.5%
Central Copperbelt Eastern 1.4%
Luapula Lusaka Muchinga Northern 1.8% North Southern Western
0.3%
Western
Western
Airtel MTN Zamtel
Airtel MTN Zamtel
The
TheAirtel
Airtelnetwork
networkwaswas
noted to betothe
noted be most preferred
the most network
preferred in six (6)inout
network sixof(6)
tenout
(10)
ofProvinces.
ten (10)
These constituted Luapula Province, Lusaka Province, Muchinga Province, Northern Province, Southern
Provinces.
The Airtel These constituted Luapula Province, Lusaka Province, Muchinga Province,
Province andnetwork
Westernwas notedOn
Province. to be the
the most
other preferred
hand, the MTNnetwork
network inwassix (6)
also out oftoten
noted (10)most
be the
Northern Province,
Provinces.network
preferred Southern
These constituted Province
Luapula
in four (4) out and
of the Province,Western Province.
Lusaka constituting
ten (10) provinces On
Province, Muchinga the other
North-Western hand,
Province, the
Province,
MTN network
Copperbelt
Northern wasCentral
Province,
Province, also noted to beand
Province
Southern Province the most
Eastern
and preferred
Province
Western . network
Province. Oninthe four (4) out
other of the ten
hand,
MTN network was also noted to be the most preferred network in four (4) out of the ten
Page | 48
Page | 48

Figure 69: Mobile cellular network preference within provinces; 2018
(10) provinces constituting1.3%North-Western Province, Copperbelt
0.5% Province, Central
8.2% 4.9% 6.7% 5.6% 5.4% 8.5% 9.4%
12.3%
Province and Eastern Province.

34.1% Zamtel
36.0% 37.4% 26.1%
Figure
Figure69:
69:Mobile
48.2%
cellular network
preference
Mobile cellular network within
preference provinces; 41.2%
within provinces; 2018 2018 41.0%
54.6%
1.3% 78.8%
0.5%
8.2% 78.3%
4.9% 6.7% 5.6% 5.4% 8.5% 9.4%
12.3% MTN
34.1% Zamtel
64.6% 36.0% 37.4% 26.1%
48.2% 58.4% 57.2% 41.2% 61.7% 41.0%
54.6% 45.1% 50.3% 49.6%
37.2% 78.8% Airtel
78.3%
16.7% 20.7% MTN
Central Copperbelt Eastern Luapula Lusaka Muchinga NorthernNorth WesternSouthern Western

64.6% 61.7%
58.4% 57.2%
45.1% 50.3% 49.6%
37.2% Airtel
The main reasons 16.7% cited for preference of mobile cellular networks 20.7% by individuals aged
10 years and above continued
Central Copperbelt Eastern Luapula
to be associated with the need to avoid cross network
Lusaka Muchinga NorthernNorth WesternSouthern Western
calls by being on same network with friends and family. Further, the good quality of
service
The main was
reasonsancited
influencing factor.
for preference Thesecellular
of mobile reasons were by
networks individuals aged
highlighted 10 years
by 36.4 and above
percent and
The main
continued to reasons cited
be associated for
with thepreference
need to avoidofcross
mobile cellular
network networks
calls by by individuals
being on same aged
network with friends
19.9family.
and percent of all
Further, thethe
goodindividuals
quality ofto agedwas
service 10 an
years and above
influencing that indicated thathighlighted
they were
10 years and above continued be associated with factor.
the needThesetoreasons
avoidwere
cross network by
subscribed
36.4 percent and to 19.9
a local network.
percent Other
of all the prominent
individuals aged 10 attributes included
years and above the need
that indicated thatfor
theybetter
were
calls by being
subscribed on network.
same network with friends and family. theFurther, the good quality of
quality oftoservice
a local Other prominent
and availability of theattributes
networkincluded
in an area. need for better quality of service
service
and was of
availability antheinfluencing
network in an factor.
area. These reasons were highlighted by 36.4 percent and
19.9 percent
Figure
Figure70:
70:Reasons
of all
Reasonsfor
the individuals
forpreference
preferenceofofmobile
aged
mobile
10 network;
cellular years
cellular
and
network;
above
2018
2018
that indicated that they were
subscribed to a local network. Other prominent attributes included the need for better
quality
Mostof service
of my friendsand availability
are on the network of the network in an area. 36.4%
28.7%
Better quality of service 19.9%
Figure 70: Reasons for preference of mobile cellular network; 2018 21.1%
Number is known by most of my contacts 0.0%
15.9%
Most of my friends are on the network 36.4%
It’s the only network available here 10.1% 28.7%
11.7% 2015
Better quality of service 19.9%
Not expensive 17.9%21.1% 2018
8.4%
Number is known by most of my contacts 0.0%
They have good promotions 12.5%15.9%
6.1%
It’s the only network available here 10.1%
Other 0.0% 11.7% 2015
5.0%
Not expensive 17.9% 2018
Good customer service/care 3.3% 8.4%
3.0%
They have good promotions 12.5%
6.1%
0.0%
Otherby Mobile
3.2.6. Coverage of the population Cellular Network
5.0%
3.2.6.
The mobile Coverage
cellular networkof the population
coverage bypopulation
3.3%
of the entire Mobile Cellular Network
in the country was estimated to be 86.9
Good customer service/care 3.0%
The mobile
percent. cellularofnetwork
The coverage coverage
the population of thecellular
by a mobile entirenetwork
population
at the in
placetheofcountry
residencewaswas
estimated
higher to be
in urban 86.9than
areas percent.
in ruralThe coverage
areas. In urbanofareas,
the population
97.8 percentbyof athe
mobile cellular
population network
indicated that
they
at the were covered
place by a mobile
of residence wascellular
higher network at their
in urban areasplace
thanofin
residence while In
rural areas. in the rural
urban areas 97.8
areas, only
79.7 percent of the population indicated they hadby
coverage of Cellular
a mobile cellular network at their place
percent3.2.6.of the Coverage
population ofindicated
the population Mobile
that they were covered by aNetwork
mobile cellular network
of residence .
The mobile cellular network coverage of the entire population in the country was
estimated to be 86.9 percent. The coverage of the population by a mobile cellularPage | 49
network

at the place of residence was higher in urban areas than in rural areas. In urban areas, 97.8
percent of the population indicated that they were covered by a mobile cellular network
Page | 49

www.zicta.zm65
at theirFigure
place71:
ofAvailability
residence ofwhile in Network
Mobile the ruralCoverage
areas only 79.7ofpercent
at Place of2018
Residence; the population
indicated they had coverage of a mobile cellular network at their place of residence.
National 86.9%
Figure 71:Figure 71: Availability
Availability of Mobile
of mobile network Network
coverage Coverage
at place at Place
of residence; of Residence; 2018
2018
Urban 97.8%
National 86.9%
Rural 79.7%
Urban 97.8%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Rural 79.7%
Lusaka Province had the highest proportion of individuals aged 10 years and above that
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
indicated that they had coverage by a mobile network accounting for 96 percent of all the
individuals
lusaka Provinceaged 10 highest
had the years and aboveofinindividuals
proportion the province.
aged 10 Onyearsthe
andother
above hand, Muchinga
that indicated that
Lusaka
they had Province
Province had the
coverage had
by the highest
asmallest
mobile proportion
proportion
network of
forindividuals
of individuals
accounting 96 percentwho ofaged 10individuals
yearsthat
allindicated
the and above
there
aged that
was
10 years
indicated
and above by
coverage that
in a they
the hadnetwork
province.
mobile coverage
On the at by
othera hand,
mobile
their place network
Muchinga accounting
Province
of residence had the
accountingforsmallest
96
forpercent of all the
proportion
74.7 percent of
of
individuals
individuals who indicated that there was coverage by a mobile network at their place of residence
the people inaged 10 years and above in the province. On the other hand, Muchinga
the province.
accounting for 74.7 percent of the people in the province.
Province had the smallest proportion of individuals who indicated that there was
Figure
coverage72: Availability
by a72:mobile
Figure of network
mobile
Availability ofnetwork coverage
at their
mobile at
of place
placecoverage
network atofplace
residence residence by province;
accounting
of residence 2018
forprovince;
by 74.7 percent
2018 of
the people in the province.
Lusaka 96.0%
Figure 72: Availability of mobile network coverage at place of residence by province; 2018
Copperbelt 91.8%
Luapula
Lusaka 89.9%96.0%
Southern
Copperbelt 89.5%
91.8%
Eastern
Luapula 88.1%
89.9%
Central
Southern 84.8%
89.5%
North Western
Eastern 80.2% 88.1%
Western
Central 76.3% 84.8%
NorthNorthern
Western 74.9%
80.2%
Muchinga
Western 74.7%
76.3%
Northern 0% 10% 20% 30% 40% 50% 60% 70% 80%

74.9% 90% 100%
The distribution
Muchinga of the population by type of mobile cellular network technology 74.7% that is available at
their place of residence revealed that the 2G technology was most
The distribution of the population by type of mobile cellular network technology widespread accounting for 42.7
that is
percent of 0%
population 10%
that 20%
indicated 30% they40%
that are 50% by60%
covered a mobile70% 80%
cellular 90% An 100%
network. equally
available at their place of residence revealed that the 2G technology was most widespread
sizeable proportion of the population indicated that they were covered by 3G technology constituting
accounting
41.9 percentfor of 42.7 percent ofThe
the population. population that indicated
4G technology that theytoare
is was established be covered
the least by
widea mobile
spread
The distribution
accounting for 15.3ofpercent
the population by type that
of the population of mobile cellular
indicated network
that they technology
were covered by a that is
mobile
cellular network.
available at their place of residence revealed that the 2G technology was most widespread Page | 50
accounting
for 42.7 percent of population that indicated that they are covered by a mobile
Page | 50

were covered by 3G technology constituting 41.9 percent of the population. The 4G
technology is was established to be the least wide spread accounting for 15.3 percent of
the population that indicated that they were covered by a mobile cellular network.

Figure
Figure73:
73:Proportion
ProportionofofIndividuals covered
Individuals by aby
Covered mobile network
a Mobile by type
Network byofType
technology; 2018
of Technology; 2018
4G
15.3%
2G
42.7%
3G
41.9%
3.2.7. Distance Covered to Access mobile cellular network

3.2.7. Distance Covered to Access mobile cellular network
The survey established the amount of time needed to travel to a place where there is mobile cellular
The survey
network established
coverage the aged
by individuals amount of time
10 years needed
and above whoto travel that
indicated to athey
place
livedwhere
in areasthere is
without
mobilecellular
mobile cellular network
network coverage
coverage. by individuals
On average, aged
individuals aged10
10years
years and abovethat
and above who indicated
indicated that
that did
they they
not lived in areas
have mobile without
cellular networkmobile
coveragecellular
at their network coverage.
place of residence had On average,
to walk for 21
minutes 16
individuals(approximately 1.75 and
aged 10 years kilometers) to reach
above that an areathat
indicated withthey
mobile
didcellular network
not have mobilecoverage.
cellular
network coverage
Individuals at their
aged 10 years and place
above of residence
that hadintorural
were based walkareas
for 21
andminutes (approximately
did not 16have mobile cellular
1.75 kilometers) to reach an area with mobile cellular network coverage.
network coverage had to walk relatively longer distances than those that were based in urban areas.
Specifically, individuals aged 10 years and above based in rural areas needed on average 22 minutes to
reach areas with access to mobile cellular networks compared to 2 minutes taken by individuals aged
Individuals
10 agedin10urban
years and above years and above that were based in rural areas and did not have
areas.
mobile cellular network coverage had to walk relatively longer distances than those that
There
were was
basedveryinminimal
urbanvariation in the time needed
areas. Specifically, for malesaged
individuals that did
10not haveand
years coverage
above of based
any mobile
in
cellular network at their place of residence to walk to an area with mobile cellular network coverage
rural areas
compared to needed on average
females. On 22 minutes
average, the to reach
males indicated thatareas with access
they needed to for
to walk mobile cellularto
20 minutes
networks
reach areas compared to mobile
with access to 2 minutes taken
cellular by individuals
network coverage whileaged 10 years
females andatabove
required in minutes.
least 21 urban
areas. individuals aged 10 years and above with disabilities indicated that they needed at least 27
However,
minutes on average to walk to an area with mobile cellular network coverage.
There
An was very
assessment minimal
of the variation
time taken in the
to reach timewith
an area needed
mobileforcellular
malesnetwork
that didcoverage
not have bycoverage
individuals
of any
aged 10 mobile cellular
years and above network
in variousatprovinces
their place of residence
revealed to walk
that Western, to an area with
North-Western, mobile
Luapula and
Central
cellular network coverage compared to females. On average, the males indicated that theyto
Provinces had relatively high proportions of individuals aged 10 years and above that needed
cover longer distances, typically more than 2.5 kilometers, to reach areas with mobile cellular network
needed to
coverage. walk for
However, most20individuals
minutesagedto reach
10 yearsareas with in
and above access to mobile
Copperbelt, cellular
Eastern, Lusaka,network
Muchinga,
coverageand
Northern while females
Southern required
Provinces at least
needed 21 minutes.
to walk However,
for less than 10 minutesindividuals aged800
(approximately 10meters)
years
to reach areas with access to mobile cellular networks.

16 It was estimated that it takes 120 minutes to cover 10 Km
Page | 51

16
It was estimated that it takes 120 minutes to cover 10 Km
www.zicta.zm67
than 2.5 kilometers, to reach areas with mobile cellular network coverage. However, most
individuals aged 10 years and above in Copperbelt, Eastern, Lusaka, Muchinga, Northern
2018 N ATIONAL ICT SURVEY REPORT and Southern Provinces needed to walk for less than 10 minutes (approximately 800
meters) to reach areas with access to mobile cellular networks.
Figure 74:Time taken to reach areas with mobile cellular network coverage by province; 2018
Figure 74: Time Taken to Reach Areas with Mobile Cellular Network Coverage by Province; 2018
Copperbel North
Central Eastern Luapula Lusaka Muchinga Northern Southern Western
t Western
30+ min 28.6% 16.1% 2.1% 35.4% 0.0% 24.2% 0.4% 50.9% 5.5% 55.4%
25 - 29 min 3.1% 1.1% 0.0% 0.0% 0.0% 0.5% 0.0% 0.5% 1.0% 0.8%
20 - 24 min 4.3% 7.6% 2.5% 0.0% 0.0% 0.9% 2.2% 3.0% 3.0% 8.5%
15 - 19 min 7.0% 6.5% 2.5% 0.8% 0.0% 0.0% 3.7% 3.5% 9.5% 6.5%
10 - 14 min 7.7% 9.3% 4.6% 17.3% 17.9% 3.8% 11.9% 15.1% 14.1% 4.5%
5 - 9 min 12.7% 12.8% 12.5% 10.6% 54.7% 4.3% 21.1% 13.9% 18.0% 15.8%
0 - 4 min 36.7% 46.5% 75.9% 35.9% 27.4% 66.3% 60.7% 13.1% 49.0% 8.5%
3.2.8. Quality of Experience for Mobile Cellular Services

3.2.8. Quality of Experience for Mobile Cellular Services
The
The mostprominent
most prominent complaints
complaints citedcited
by individuals aged 10aged
by individuals years 10
andyears
aboveand
that above
indicated that they
that
used mobile cellular telephone services was poor clarity of voice calls as well as intermittent network
indicated that they used mobile cellular telephone services was poor clarity of voice calls
availability or network outages. Specifically, 37 percent of all the individuals aged 10 years and above
as well
that as intermittent
indicated network
that they had used aavailability or network
mobile cellular telephoneoutages. Specifically,
in the last 37 percent
three months of clarity
cited poor
all voice
of the individuals
calls as oneaged 10 challenges
of the years and theyabove hadthat indicated while
experienced that they
36.5 had usedcited
percent a mobile
intermittent
cellular telephone
networks or network in outages
the last. three months cited poor clarity of voice calls as one of the
challenges they had experienced while 36.5 percent cited intermittent networks or
Figure 75:Figure
Challenges experienced
75: Challenges by individuals
Experienced that use mobile
by Individuals thatcellular phoneCellular
Use Mobile services Phone Services
network outages.
Poor clarity of voice calls 37.0%
Network intermittence or outage Page | 5236.5%

Any dropped calls 34.7%
Delayed call set up time beyond 10 seconds 32.1%
Delayed SMS delivery time beyond 5 seconds 27.1%
0% 5% 10% 15% 20% 25% 30% 35% 40%
An assessment of various attributes of quality of experience revealed that most

individuals aged 10 years and above that used mobile cellular telephone services were of
the view that the quality of experience had an average rating. Specifically, at least 40
68
percent of all the individuals aged 10 years and above that had used mobile cellular
telephone services were of the view that the various attributes of quality of service namely
0% 5% 10% 15% 20% 25% 30% 35% 40%
An assessment of various attributes of quality of experience revealed that most

individuals aged 10 years and above that used mobile cellular telephone services were of
theassessment
an view that of the quality
various of experience
attributes had an average
of quality of experience revealedrating. Specifically,
that most at least
individuals aged 40
10 years
percent
and aboveof allused
that themobile
individuals aged 10 years
cellular telephone servicesand
were above
of the that
view had used
that the mobile
quality cellular
of experience
had an average
telephone rating. were
services Specifically,
of theatview
least that
40 percent of all the
the various individuals
attributes of aged 10 years
quality and above
of service that
namely
had used mobile cellular telephone services were of the view that the various
network availability, SMS delivery time, frequency of dropped calls, call setup time and attributes of quality of
service namely network availability, SMS delivery time, frequency of dropped calls, call setup time and
clarityofofvoice
clarity voice calls
calls werewere average.
average.
Figure 76: Perceptions on various attributes of quality of experience; 2018
Figure 76: Perceptions on Various Attributes of Quality of Experience; 2018
3.3%
14.2%
Network Availability 42.4%
36.3%
3.8% Very Poor
2.2%
9.4% Poor
SMS Delivery Time 42.4%
41.4%
4.6%
Average
2.3%
Frequency of dropped 12.5%
47.7%
calls 34.7% Good
2.9%
2.4% Excellent
13.4%
Call Setup time 44.9%
36.7%
2.6%
3.0%
14.0%
Voice Clarity 44.8%
35.2%
3.0%
The most prominent0%attribute 10%of service

20% delivery
30% by the 40% main 50%mobile network
60% operator
that individuals aged 10 years and above were satisfied with related to the provision of
service
The
mostinformation and customer
prominent attribute of serviceservices
delivery accounting for 37.5
by the main mobile percent
network and 36.3
operator thatpercent of
individuals
all the individuals aged 10 years and above that had used a mobile cellular telephone in
aged 10 years and above were satisfied with related to the provision of service information and customer
services
the last accounting
three monthsfor 37.5
priorpercent and 36.3 While
to the survey. percentthere
of allwas
the little
individuals aged in
variation 10 the
years and above
proportion
that had used a mobile cellular telephone in the last three months prior to the survey. While there was
of individuals aged 10 years and above that were satisfied with various attributes Page | of
53
little variation in the proportion of individuals aged 10 years and above that were satisfied with various
service
attributesdelivery, accuracy in billing accounted for the smallest proportion amounting
of service delivery, accuracy in billing accounted for the smallest proportion amounting 28.3 28.3
percent.
percent.
Figure77:
Figure 77:Satisfaction
Satisfaction attributes
attributes of service
of service delivery
delivery by main
by main mobile
mobile network
network provider;
provider; 2018 2018
Provision of service information 37.5%
Customer services 36.3%
Reliability of overall services 32.5%
Complaint resolution 30.1%
Accuracy in Billing 28.3%
0% 5% 10% 15% 20% 25% 30% 35% 40%

www.zicta.zm69
3.3. Access and Usage of Internet Services by Individuals
3.3. Access and Usage of Internet Services by Individuals

3.3.1. Internet Usage
The survey established that the proportion of individuals who indicated that they had used the internet
before was 14.3 percent in 2018. This finding represents an increase in the proportion of individuals
that had used the internet from 8.8 percent reported in 2015. However, the proportion of users of the
internet in Zambia who reported using the internet at least once in the 3 months preceding the survey
was 11.6 percent.
The population of active users of the internet was concentrated in urban areas constituting 77.8 percent
compared to 22.2 percent based in rural areas. However, the proportion of individuals within the urban
areas that had used the internet was 28.1 percent while only 5.2 percent of individuals within the rural
Figure 78: Individuals that Use Internet Services by Region; 2018
areas had used the internet before. The usage of internet services thus increased from the findings
established in 2015 when the proportion of individuals that had used the internet that were based in
urban areas was 16.8 percent and 3.2 percent among individuals that were based in rural areas.
5.2%
Rural Used the
Figure 78:Figure
Individuals that use internet
3.9%
78: Individuals services
that Use by region;
Internet 2018by Region; 2018
Services internet
before
5.2%
Rural 28.1% Used the
Urban 3.9% internet
23.4% Active
beforeusers
28.1%
Urban 14.3%
National 23.4% Active users
11.6%
0.0% 5.0% 10.0% 14.3%

15.0% 20.0% 25.0% 30.0%
National
11.6%
The majority of individuals that had used the internet before or were active users of the
0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0%
internet were mainly based in Lusaka province, Southern province and Copperbelt
the majority On
provinces. of individuals
the otherthat had the
hand usedsmallest
the internet before or were
proportion active usersthat
of individuals of the internet
had usedwere
the
mainlymajority
The based in of
Lusaka province, Southern
individuals that hadprovince
used the andinternet
Copperbelt provinces.
before Onactive
or were the other handofthe
users the
internet or were active users of the internet were based in Northern province, North
smallest proportion of individuals that had used the internet or were active
internet were mainly based in Lusaka province, Southern province and Copperbelt users of the internet were
Western provinceprovince,
based in Northern and Western province.
North Western province and Western province.
provinces. On the other hand the smallest proportion of individuals that had used the
internet or were active
Figure 79: Distribution users
of internet usersofacross
the provinces
internet were based in Northern province, North
Figure 79: Distribution of Internet Users across Provinces
Western province and Western province.
38.3%
Figure 79: Distribution of Internet Users across Provinces
37.0%
38.3%
37.0%
16.8%
15.7%
16.4%
15.2%
16.8%
15.7%
8.1% 5.9% 16.4%
6.8% 15.2% 3.5%
5.6% 5.8% 6.0% 2.4%
3.8% 2.2% 3.5% 2.8%
1.9% 2.4%
8.1% 5.9%
6.8% 5.8% 6.0% 3.5%
5.6% 2.4%
3.8% 2.2% 3.5%
Central Copperbelt Eastern Luapula Lusaka Muchinga Northern
1.9% North2.8% Southern 2.4%
Western
Western
Central Copperbelt Eastern Internet Users

Luapula Lusaka Active Internet
Muchinga users
Northern North Southern Western
Western
Internet Users Active Internet users

The majority of internet users were males constituting 52.1 percent of all the users of the
internet compared to females who constituted 47.9 percent. However, 17.3 percent of all
The assessment also revealed that 1.2 percent of all the internet users had some
disabilities. The proportion of individuals with disabilities that had used internet services
before was only 5.7 percent.

The assessment also revealed that 1.2 percent of all the internet users had some
the majority ofThe
disabilities. internet users were
proportion males constituting
of individuals 52.1 percent
with disabilities thatofhad
all the
usedusers of theservices
internet internet
The majority
compared to of individuals
females who that had
constituted 47.9used the However,
percent. internet 17.3
before or were
percent of active
all the users
males hadofused
the
before was only 5.7 percent.
internet
the were
internet beforeyoung. Specifically,
while only 12.0 percent72.3ofpercent of allhad
all the females theused
individuals that
the internet had used the
before.
internet before were aged below 35 years while 72 percent of the active internet users were
The
The assessment
majority ofalso revealed that
individuals that1.2 percent
had used of theallinternet
the internet
beforeusers had some
or were active disabilities.
users of Thethe
aged below
proportion of 35 years.
individuals Less
with than 5
disabilitiespercent
that had of the
used individuals
internet servicesthat had
before wasusedonlythe
5.7 internet
percent.
internet were young. Specifically, 72.3 percent of all the individuals that had used the
before were aged above 55 years.
internet
The before
majority were aged
of individuals thatbelow
had used35 years while before
the internet 72 percent of the
or were active
active usersinternet users were
of the internet were
young. Specifically, 72.3 percent of all the individuals that had used the internet
aged below 35 years. Less than 5 percent of the individuals that had used the internet before were aged below
35 yearsFigure
while 7280: percent
Internet of
Users by Ageinternet
Group; 2018
before were aged above 55the active
years. users were aged below 35 years. Less than 5 percent
of the individuals that had
21.2%used the internet before were aged above 55 years.
21.3% 20.7%
Figure 80:Figure
Internet
80:users by age
Internet group;
19.8%
Users by 2018
Age Group; 2018
13.9%
21.2% 14.0%
15.0% 21.3% 20.7%13.8%
19.8%
10.0%
13.9% 10.1%
14.0%
15.0% 6.8%
13.8%
6.5%
10.0%
4.4%4.5%
10.1% 3.0%3.0%
2.4%2.1% 0.7% 0.9%
6.8% 1.8%2.1%
0.9% 1.0%
6.5%
4.4%4.5%
10 - 14 15 - 19 20 - 24 25 - 29 30 - 34 35 - 39 40 - 44 45 - 49 3.0%
50 -3.0%
54 55 - 59 60 - 64 65+
2.4%2.1% 0.7% 0.9%
Internet users Active internet users 1.8%2.1%
0.9% 1.0%
10 - 14 15 - 19 20 - 24 25 - 29 30 - 34 35 - 39 40 - 44 45 - 49 50 - 54 55 - 59 60 - 64 65+
The majority of internet users had attained
Internet users secondary
Active internet education
users accounting for over 60
percent of all the internet users. A similar proportion of active users of the internet had
attained
the majoritysecondary education.
of internet users The secondary
had attained usage ofeducation
internetaccounting
servicesforwas
overlowest among
60 percent of all
Theinternet
the majority ofAinternet
users. similar users hadofattained
proportion active secondary
users of the education
internet had accounting
attained secondaryforeducation.
over 60
individuals that had not attained any formal education.
The usageof
percent of all
internet services was
the internet lowest
users. among individuals
A similar proportion thatofhad not attained
active users ofanythe
formal education.
internet had
attained
Figure secondary
81:Figure 81:usage
Internet byeducation.
Internet Usage
level Theof2018
by Level
of education; usage of 2018
Education; internet services was lowest among
individuals that had not attained any formal education.
62.1% 60.0%
Figure 81: Internet Usage by Level of Education; 2018
62.1% 60.0%
32.5%
29.0%
8.2% 7.0% 32.5%

29.0%
0.7% 0.4%

8.2% 7.0%
0.7% 0.4%
Internet users in general Active internet users
the main reason cited for not using the internet by individuals was lack of knowledge on how to use
Internet users in general Active internet users
the internet accounting for 70.1 percent of the individuals that indicated that they had never used the
internet. Other barriers to the uptake of internet services by individuals included lack of appropriate
Page | 56
devices, lack of interest in the services as well as lack of access to the service.

Page | 56

www.zicta.zm71
individuals included lack of appropriate devices, lack of interest in the services as well as
they had
lack of never
access used
to the the internet. Other barriers to the uptake of internet services by
service.
individuals
included lack of appropriate devices, lack of interest in the services as well as
lack of access to Reasons
Figure 82: the service.
for not using the Internet; 2018

Figure 82:Figure
Reasons
82:for not using
Reasons for the internet; 2018
I don’t know how to use it not using the Internet; 2018 70.1%
I haveI don’t
no device
knowfor accessing
how it
to use it 15.2% 70.1%
I have no device Lack of interest

for accessing it 5.0% 15.2%
I have no access
Lack to
of internet
interest 4.0%
5.0%
Internet service
I have is nottoavailable
no access internet 1.4%
4.0%
Internet service isWaste of time

not available 1.2%
1.4%
It’s expensive
Waste of time 1.1%
1.2%
No internet facility nearby
It’s expensive 0.5%
1.1%
0% 10% 20% 30% 40% 50% 60% 70% 80%
No internet facility nearby 0.5%
0% 10% 20% 30% 40% 50% 60% 70% 80%

3.3.2. Frequency of Usage of Internet Services
3.3.2. Frequency
The majority of Usage ofthat
of individuals Internet
used theServices
internet in the three months prior to the survey
3.3.2.
indicated Frequency of Usage of Internet Services
The majoritythat they usedthat
of individuals theused
internet atleastinonce
the internet a day.
the three Further,
months priorover 93 survey
to the percent of the
indicated
The
that majority
internet
they used of individuals
userstheused that
the atleast
internet internet used
once the
atleast internet
once a over
a day. Further, in
week.the three
93 This months
indicated
percent prior to
that most
of the internet the survey
users users of
used the
indicated
internet that
atleast they
once aused
week.the internet
This indicated
internet services used the internet regularly. atleast
that once
most a day.
users of Further,
internet over
services93 percent
used the of the
internet
regularly.
internet users used the internet atleast once a week. This indicated that most users of
internet
Figure services
83:Figure
Frequency used
83: Frequencythe
of using theinternet
ofinternet
Using theregularly.
by active internet
Internet users;Internet
by Active 2018 Users; 2018
Figure 83: Frequency of Using the Internet by Active Internet Users; 2018
60.0%
60.0%
33.1%
33.1%
5.8%
1.1%
5.8%
At least once a day At least once a week but not At least once a month At least once in 3 months
1.1%
every day
At least once a day At least once a week but not At least once a month At least once in 3 months
every dayof the active internet users who indicated that they used
the survey established that the majority
internet services everyday were basedmajority
The survey established that the in urban of the Specifically,
areas. active internet users who
63.3 percent of theindicated that
active internet
they used
users internet
that were basedservices
in urbaneveryday were that
areas indicated based in used
they urbantheareas. Specifically,
internet atleast once63.3 percent
a day while
only 47 percent of the active internet users that were based in rural areas indicated that they usedthat
The survey established that the majority of the active internet users who indicated the
internet
they usedonce a day. services everyday were based in urban areas. Specifically, 63.3Page
internet percent
| 57

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internet
of atleast
the active once ausers
internet day that
while onlybased
were 47 percent of the
in urban active
areas internet
indicated users
that theythat
usedwere
the
based inatleast
internet rural areas
onceindicated thatonly
a day while they 47
used the internet
percent of the once a day.
active internet users that were
based in rural areas indicated that they used the internet once a day.

Figure 84: Frequency of using the Internet by Region; 2018
Figure 84:Figure
Frequency
84: of using the
Frequency
63.3% of internet byInternet
using the region; 2018
by Region; 2018
63.3%
47.0%
43.3%
47.0%
43.3%
30.5%
30.5%
7.0% 5.5%
2.7% 0.7%
7.0% 5.5%
2.7% 0.7%
At least once a day At least once a week but At least once a month At least once in 3 months
not every day
At least once a day At least once a week but At least once a month At least once in 3 months
not every dayRural Urban
Rural Urban
3.3.3. Places Where Internet Services are Accessed

3.3.3. Places Where Internet Services are Accessed
The majority
3.3.3. of active
Places internet
Where users, Services
Internet constituting 52.2 percent of all the users of internet
are Accessed
The majority
services, of
reportedactive internet
accessing users, constituting
theusers,
internet 52.2 percent
anywhere52.2 of all devices.
on mobile the usersFurther,
of internet services,
a sizeable
The majority
reported of active
accessing internet
the internet anywhere constituting
on mobile devices. percent
Further, of all the
a sizeable users
number of of internet
users of the
number of
services, users of
reported the internet
accessing the indicated
internet that theyon
anywhere accessed
mobile the internet
devices. at home
Further, a and at
sizeable
internet indicated that they accessed the internet at home and at the place of work in the last three
the place
months
number ofofusers
prior work
to inthe
theinternet
theofsurvey. last three months prior
indicated to the
that they survey.the internet at home and at
accessed
the place
Figure of work
85: Places whereininternet
the lastusers
three months
accessed prior tointhe
the internet the survey.
last three months; 2018
Figure 85: Places Where Internet Users accessed the Internet in the Last Three Months; 2018
Figure 85: Places Where Internet Users accessed the Internet in the Last Three Months; 2018
52.2%
49.7%
52.2%
49.7%
20.9%
20.9% 11.3%
6.5% 7.8%
11.3% 1.1%
7.8% 0.3%
6.5%
Work place of Friend’s Home 1.1%
Community Internet café Anywhere Other
0.3%
education home internet on a mobile
Work place of Friend’s Home Access
Community device
Internet café Anywhere Other
education home facility
internet on a mobile
Access device
facility
3.3.4. Activities Undertaken Online
The most common activities undertaken by active users of the internet were social networking,
downloading, research and emailing respectively. However, online shopping (shopping store) and internet
banking were the least common activities undertaken by active internet users online.
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www.zicta.zm73
networking, downloading, research and emailing respectively. However, online
shopping (shopping store) and internet banking were the least common activities
undertaken by active internet users online.
Figure 86: Activities undertaken by active internet users; 2018

Figure 86: Activities undertaken by Active Internet Users; 2018
Social Networking 68.5%
Downloading things 47.6%
Research 37.3%
E-mail 29.5%
Studying 26.3%
Reading Publications 23.3%
Streaming videos and/or movies 21.3%
Listening to online music and/or radio (audio… 19.3%
Learning 16.8%
Gaming 11.0%
Business 10.2%
Accessing cloud services 7.9%
Watching online TV 7.0%
Shopping Store 5.6%
Internet Banking 5.5%
0% 10% 20% 30% 40% 50% 60% 70% 80%
3.3.5. Types of Internet Services Accessed

Most of the individuals aged 10 years and above that indicated that they had used internet services
3.3.5. Types
before accessed of Internet
the service Services
through mobile Accessed
broadband internet services via mobile cellular telephones
and
Mostmodems.
of the In 2018, there aged
individuals were relaltively moreabove
10 years and individuals
that aged 10 years
indicated andthey
that above
hadthat indicated
used that
internet
they accessed internet services using mobile broadband internet service via
services before accessed the service through mobile broadband internet services via mobile cellular telephone
than in 2015. Further, there was a noted decline in the proprotion of individuals that accesed internet
mobile cellular telephones and modems. In 2018, there were relaltively more individuals
services using modem. Other sources of internet services, particularly fixed internet services, remained
aged 10 years
relatively low in and
2018.above that indicated that they accessed internet services using mobile
broadband internet service via mobile cellular telephone than in 2015. Further, there was
Figure 87:Types of internet services accessed by individuals; 2015-2018
a noted decline
Figure in the
87: Types proprotion
of internet ofaccessed
services individuals that accesed
by individuals; internet services using
2015-2018
modem. Other sources84.3% of internet services, particularly fixed internet services, remained
relatively low in 2018.
71.0%
Page | 59
20.0%

6.0% 8.4%
2.9% 1.7% 2.0% 2.7% 1.0%
Narrowband (internet Mobile broadband via Mobile broadband via Fixed broadband e.g. Other
speed under 256 kbps) mobile phone modem (dongle,) terrestrial, Fibre etc.
2018 2015
74 3.3.6. Ownership and Usage of Emails

It was observed that 51.0 percent of all the individuals aged 10 years and above that had
3.3.6. Ownership and Usage of Emails

It was observed that 51.0 percent of all the individuals aged 10 years and above that had
used the
3.3.6. internet before
Ownership indicated
and Usage that they owned an email address. This represents an
of Emails
increase of 4 percent points in the proportion of users of the internet that owned an email
It was observed that 51.0 percent of all the individuals aged 10 years and above that had used the
addressbefore
internet from indicated
the 47.0 percent
that theyreported
owned anin 2015.
email However,
address. 52.7 percent
This represents of all the
an increase of 4users of
percent
the internet
points based in urban
in the proportion areas
of users had
of the an email
internet that address
owned anwhile
email 45.1 percent
address of individuals
from the 47.0 percent
reported
aged 10 yearsin 2015.
andHowever,
above 52.7
thatpercent
had used of all
thetheinternet
users ofbefore
the internet basedbased
and were in urban areas had
in rural an
areas
email address while
owned an email address. 45.1 percent of individuals aged 10 years and above that had used the internet
before and were based in rural areas owned an email address.
Figure
Figure88:
88:Internet
Internetusers
userswith
withemail addresses
email by region;
addresses 20182018
by region;
Urban 52.7%
Rural 45.1%
National 51.0%
It was further established that 80.9 percent of all the users of the internet that owned email addresses
reported having established
It was further one email address. Further,
that 80.9 lessof
percent than 1 percent
all the of the
users of the internet
individualsthat
aged 10 years
owned and
email
above that owned email addresses had more than three email addresses.
addresses reported having one email address. Further, less than 1 percent of the
individuals
Figure
Figure 89: aged
89: Number
Number of 10 years
ofemail
email and owned
addresses
addresses abovebythat
owned owned
by internet
internet email
users
users addresses
withwith
emailemail had
2018more
addresses;
addresses; 2018than three
email addresses.
80.9%
Page | 60

15.6%
2.7% 0.9%
One email address Two email addresses Three email addresses four or more email
addresses
The majority of internet users with email addresses held an addresses with Gmail and Yahoo. Specifically,
The majority of internet users with email addresses held an addresses with Gmail and
83.9 percent of individuals aged 10 years and above with email addresses held Gmail accounts while 26.2
Yahoo. Specifically,
percent had accounts with83.9 percent of individuals aged 10 years and above with email
Yahoo.
addresses held Gmail accounts while 26.2 percent had accounts with Yahoo.
Figure 90: Types of email addresses used by internet users; 2018

83.9%
www.zicta.zm75
The majority of internet users with email addresses held an addresses with Gmail and
Yahoo. Specifically, 83.9 percent of individuals aged 10 years and above with email
addresses held Gmail accounts while 26.2 percent had accounts with Yahoo.
Figure 90:Types of email addresses used by internet users; 2018

Figure 90: Types of email addresses used by internet users; 2018
83.9%
26.2%
2.5% 1.6% 0.2% 2.0% 1.4%

0.0%
Yahoo Gmail Outlook Hotmail Myway Live Corporate Other

Mail email
3.3.7. Usage of Social Media Platforms

3.3.7. Usage of Social Media Platforms
The survey
The survey estimated that 78.4
estimated thatpercent of all the users
78.4 percent of allofthe
the internet
users ofhad at least
the one social
internet had media account
at least one
representing an improvement of 15.8 percent when compared to the proportion of 63.0 percent reported
social
in 2015.media account
The proportion of representing an at
internet users with improvement
least one social of 15.8account
media percentwaswhen compared
concentrated to
in urban
the
areasproportion
constituting
all the internet80.0 of 63.0
users percent
percent
that while reported
wereonly in 2015.
20.0 percent
subscribed towere The proportion
based
a social of Facebook
internet
in rural platform.
media areas. users
was
WhatsApp the with
most
was
at least
prominent one
socialsocial
media media
platform account
used by was
internet concentrated
users accounting in
for urban
91.4
the second most popular social media platform constituting 74.5 percent of all the areas
percent of constituting
all the internet 80.0
users
that were while
percent subscribedonly to 20.0
a social media platform.
percent were WhatsApp
based was the
inmedia
rural second
areas. most popular
Facebook wassocial media
the most
internet users that were subscribed to a social platform.
platform constituting 74.5 percent of all the internet users that were subscribed to a social media platform.
prominent social media platform used by internet users accounting for 91.4 percent of
Figure
Figure91:
91:Types
Typesof of
social media
social platforms
media used used
platforms by individuals with social
by individuals withmedia accounts;
social 2018
media accounts; 2018
Page | 61

Facebook 91.4%
WhatsApp 74.5%
Instagram 16.7%
Twitter 12.3%
Google+ 10.8%
Yahoo Messenger 5.0%
Snap Chat 4.1%
Skype 3.5%
Linkedin 2.0%
WeChat 1.8%
Viber 1.8%
Blackberry Messenger 0.9%
Myspace 0.8%
Badoo 0.7%
Windows Live 0.7%
Twoo 0.6%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
3.3.8. Usage of Cloud Services

The survey revealed that 15.5 percent of all the users of internet services had used
cloud services before. The majority of the users of cloud services were mainly based
3.3.8. Usage of Cloud Services
The survey revealed that 15.5 percent of all the users of internet services had used cloud services before.
The majority of the users of cloud services were mainly based in urban areas constituting 87.0 percent of
all the individuals aged 10 years and above that had used cloud services before compared to 13 percent
that were based in rural areas. Further, the findings of the survey established that the usage of cloud services
among urban internet users was relatively high amounting 17.4 percent while only 9.1 percent of the
internet users based in rural areas had used cloud services before.
Figure 92: Proportion of internet users that use cloud services; 2018
Urban 17.4%
Urban 17.4%
Rural 9.1%
Rural 9.1%
National 15.5%
National 15.5%
The proportion of females that had used cloud services before was relatively higher
thanproportion
The that of males. Specifically,
of females that had 6.0 cloud
used percent of the female
services was internet users had
than used cloud
The proportion of females that had used cloudbefore
services relatively
before washigherrelatively
that of males.
higher
Specifically, 6.0 percent of the female internet users had used
services before compared to 15.1 percent among male internet users.cloud services before compared to 15.1
than that
percent amongof males. Specifically,
male internet users. 6.0 percent of the female internet users had used cloud
services before compared to 15.1 percent among male internet users.
Figure 93:Figure
Users 93: Usersservices
of cloud of cloudbyservices
sex; 2018by sex; 2018
Figure 93: Users of cloud services by sex; 2018
Female 16.0%
Female 16.0%
Male 15.1%
Male 15.1%
National 15.5%
National 15.5%
It was established that Google Drive was the most popular cloud service platform used
by internet users accounting for 63.0 percent of internet users that had used cloud services
It was established that Google Drive was the most popular cloud service platform used
before. YouTube equally had a sizeable proportion of individuals that used the services
by internet users accounting for 63.0 percent of internet users that had used cloud services
accounting for 51.5 percent of all the internet users that had used cloud services before.
before. YouTube equally had a sizeable proportion of individuals that used the services
The iCloud platform was the least popular cloud service platform among internet users
accounting for 51.5 percent of all the internet users that had used cloud services before.
accounting for less than 10 percent of the individuals aged 10 years and above that
The iCloud platform was the least popular cloud service platform among internet users
www.zicta.zm77
indicated that they had used cloud services before.
accounting for less than 10 percent of the individuals aged 10 years and above that
It was established that Google Drive was the most popular cloud service platform used by internet
users accounting for 63.0 percent of internet users that had used cloud services before. YouTube
equally had a sizeable proportion of individuals that used the services accounting for 51.5 percent of all
the internet users that had used cloud services before.The iCloud platform was the least popular cloud
service platform among internet users accounting for less than 10 percent of the individuals aged 10
Figure
years and 94that
above Types of Cloud
indicated services
that used
they had by cloud
used individuals that
services access cloud services; 2018
before.
Figure 94Figure
Types of
94Cloud
Typesservices
of Cloudused by individuals
services used bythat access cloud
individuals thatservices;
access 2018
cloud services; 2018
63.0%
51.5% 63.0%
51.5%
16.8%
10.1% 9.8%
16.8%
10.1% 9.8% 1.8%
1.8%
One drive You Tube iCloud Dropbox Google Drive Other

The proportion of individuals aged 10 years and above that used cloud services was
significantly
The
Theproportion higher
proportion of among
of individuals internet
aged
individuals users
10aged
years andbased
10 in
andurban
above that
years used areas
cloud
above compared
services
that usedwas to internet
significantly
cloud services users
higher
was
based
among in rural
internet areas.
users Specifcally,
based over
in urban areas 80 percent
compared of all
to internet the
users users
based inof cloud
rural
significantly higher among internet users based in urban areas compared to internet users
areas.computing
Specifcally,
over 80 percent
services across of all the users of cloudwere
computing services across different platforms were based in
basedareas.
urban in ruraldifferent platforms
areas. Specifcally, over based in urban
80 percent areas.
of all the users of cloud computing
services across different platforms were based in urban areas.
Figure of users of of
95: Distribution cloud services
users across
of cloud regions;
services 2018 regions; 2018
across
Figure 95: Distribution of users of cloud services across regions; 2018
92.8%
87.2% 89.5% 89.1%
92.8%
84.2% 83.6%
87.2% 89.5% 89.1%
84.2% 83.6%
15.8% 16.4%
12.8% 10.5% 10.9%
7.2% 15.8% 16.4%
12.8% 10.5% 10.9%
7.2%
Rural Urban
Rural Urban
3.3.9. Usage of E-commerce

The survey 3.3.9.estimated
Usage ofthat 8.9 percent of all the individuals that had used the internet
E-commerce
The survey
before estimated goods
had purchased that 8.9and/or
percentservices
of all theonline.
individuals that hadofused
The majority the the internet
individuals
78
before
that hadhad purchased
engaged goods and/or
in e-commerce servicesconstituting
activities, online. The majority of thereceived
93.2 percent, individuals
the
that had
goods and/orengaged in e-commerce
services in the condition activities, constituting
described 93.2 proportion
online. The percent, received
of internetthe
3.3.9. Usage of E-commerce
accounting for 91.6 percent of the internet users that indicated that they had engaged
The survey estimated
in e-commerce that 8.9 percent
activities while ofonly
all the8.4
individuals
percent that had used
were basedthein
internet
rural before
areas.had purchased
Further, the
accounting for 91.6 percent of the internet users that indicated that they
goods and/or services online. The majority of the individuals that had engaged in e-commerce activities, had engaged
adoption
in e-commerce
constituting of e-commerce
93.2 activities
percent, received was
while relatively
only
the goods low among
8.4 percent
and/or services inwere internet inusers
ruralbased
baseddescribed
the condition areas.
online. inFurther,
The rural areas
proportionthe
constituting
of internet
adoption users 3.4 percent relative
that had
of e-commerce engaged in to 10.4 low
e-commerce
was relatively percent
activities
among among
were internet
concentrated
internet users users
in urban
based that
in were
areas
rural based
accounting
areas
for 91.6 percent of the internet users that indicated that they had engaged in e-commerce activities while
in urban
constituting
only areas.
8.4 percent 3.4
werepercent
based inrelative toFurther,
rural areas. 10.4 percent
the adoptionamong internet users
of e-commerce that were
was relatively based
low among
internet users
in urban areas.based in rural areas constituting 3.4 percent relative to 10.4 percent among internet users
that wereFigure
based 96:
in urban areas.of e-commerce by users of internet services across regions; 2018
Adoption
Figure 96:Figure
Adoption
96: of e-commerce
Adoption by users of internet
of e-commerce by usersservices acrossservices
of internet regions;across
2018 regions; 2018
Urban 10.4%
Urban 10.4%
Rural 3.4%
Rural 3.4%
National 8.9%
National 8.9%
There were relatively more males that were engaged in e-commerce transactions than
females.
There
There were
were Specifically,
relatively
relatively 55.7
moremorepercent
thatof
males
males thewere
that
were people that
engaged
engaged indicated that
in e-commerce
in e-commerce they had engaged
transactions
transactions than in
than
females.
some e-commerce
Specifically,
females. 55.7 percent
Specifically,transaction
55.7 before
of thepercent
people that
of were
the malethat
indicated
people while
thatthey44.3
hadpercent
indicated that were
engaged female.
in some
they Further,
hade-commerce
engaged in
transaction
the before
proportion were
of male
males while
that 44.3
had percent
used the were female.
internet Further,
before andthe proportion
engaged in of males that
e–commerce
some
had e-commerce
used the internettransaction
before and before
engagedwere male while
in e–commerce 44.3 percent
transactions was were female.while
9.5 percent Further,
the
transactions
the proportion
proportion wasof 9.5
of females percent
males
that that
had while
had
used the proportion
the used
internetthebefore and of
internet females
before
engaged and
in that had used
engaged
e-commerce the internet
in e–commerce
transactions was
before
8.2 and engaged
percent.
transactions was 9.5 in e-commerce
percent while thetransactions
proportion wasof8.2 percent.
females that had used the internet
before
Figure 97:and engaged
Adoption in e-commerce
of e-commerce transactions
transactions was across
by internet users 8.2 percent.
sex groups; 2018
Figure 97: Adoption of e-commerce transactions by internet users across sex groups; 2018
Figure 97: Adoption of e-commerce transactions by internet users across sex groups; 2018
Female 8.2%
Female 8.2%
Male 9.5%
Male 9.5%
National 8.9%
National 8.9%
Payment
Payment cards
cards 17
and Mobile
and17Mobile money weremoney
the mostwere the most
prominnet prominnet
methods of payingmethods of paying
for goods and/or for
services
purchased online accounting for 32.0 percent and 23.6 percent of the people that were engaed in e commerce
goods and/or
Payment cardsservices purchased
17 and Mobile money online
wereaccounting
the for 32.0 percent andof23.6 percent
tranactions respectively. The use of telegrahic transfers andmost
PayPal prominnet methods
was relatively less widespread paying for
accounting
of 12.4
for the percent
goods peopleand
and/or that
19.1were
services engaed
purchased
percent inonline
of the people e that
commerce
accountingtranactions
were engaed infor respectively.
32.0 percent
e-commerce and 23.6
tranactions Thepercent
use of
respectively.

telegrahic
of transfers
the people and engaed
that were PayPal in
was relatively less
e commerce widespread
tranactions accounting
respectively. Thefor
use12.4
of
telegrahic transfers and PayPal was relatively less widespread accounting for 12.4
17

Automatic Teller Machine (ATM) cards such VISA, Master Card, American Express etc.
17 Automatic Teller Machine (ATM) cards such VISA, Master Card, American Express etc.

17 Automatic Teller Machine (ATM) cards such VISA, Master Card, American Expresswww.zicta.zm
etc. Page | 65
79

Figure 98: Payment methods adopted for e- commerce transactions; 2018
percent and 19.1 percent of the people that were engaed in e-commerce tranactions
Payment card 32.0%
respectively.
Mobile money 23.6%

Figure 98:Figure
Payment
98: methods
Paymentadopted
methodsfor e- commerce
adopted for e- transactions; 2018
commerce transactions; 2018
Western Union 19.2%

Payment card 32.0%
PayPal 19.1%
Mobile money 23.6%
Telegraphic Transfer 12.4%
Western Union 19.2%
Other 12.0%
PayPal 19.1%
0% 5% 10% 15% 20% 25% 30% 35%
Telegraphic Transfer 12.4%
Electronic payments systems are usually not problem-free. The ICT survey
Other 12.0%
investigated e-commerce users’ expereience with different payment methods. Despite
payment cards and 0%mobile5% money being10% popular15% methods 20% of paying
25% for30%
goods and/or
35%
services purchased online they were also cited as having given the most problems.
Electronic payments systems are usually not problem-free. The ICT survey investigated e-commerce users’
However, nonedifferentof the payment methods had given problems to more thanbeing
8 percent
Electronic with
expereience payments payment
systems are usually
methods. not problem-free.
Despite payment cards and mobile The moneyICT survey
popular
of the of
methods individuals agedand/or
paying for goods 10 years
servicesand thatthey
aboveonline
purchased were
wereengaged
also cited in e-commerce
as having given the
investigated e-commerce users’ expereience with different payment methods. Despite
most problems. However, none of the payment methods had given problems to more than 8 percent of the
transactions.
paymentaged
individuals cards10 and
yearsmobile money
and above being
that were popular
engaged methods transactions.
in e-commerce of paying for goods and/or
services purchased online they were also cited as having given the most problems.
Figure99:
Figure 99:Payment
Paymentmethods
methods which
which hadhad given
given problems
problems to e-commerce
to e-commerce users;
users; 20182018
However, none of the payment methods had given problems to more than 8 percent
7.4%
of the individuals aged 10 years and above that were engaged in e-commerce
transactions.
4.9%
Figure 99: Payment methods which had given problems to e-commerce users; 2018
3.7% 3.6%
7.4%
2.5% 2.6%
4.9%
3.7% 3.6%
PayPal Western Union Payment card Mobile money Telegraphic Other
2.5% Transfer 2.6%
Courier companies and Zampost were the most prominent means of delivering physical goods purchased via
Courier companies
e-commerce and
accounting for 37.6Zampost
percent andwere the most
18.0 percent prominent
of all the e-commercemeans of delivering
users respectively.
physical goods purchased via e-commerce accounting for 37.6 percent and 18.0
PayPal Western Union Payment card Mobile money Telegraphic Other
percent of all the e-commerce users respectively. Transfer
Page | 66
Courier companies and Zampost were the most prominent means of delivering
physical goods purchased via e-commerce accounting for 37.6 percent and 18.0
percent of all the e-commerce users respectively.
Page | 66

Figure 100: Delivery Methods for Goods and/or Services Purchased Online

other
Online Services
5.6%
Figure 100: Delivery
Figure 100: methods
Deliveryfor goods and/or
Methods services
for Goods purchased
and/or Servicesonline
Purchased Online
Zampost
18.0%
other
Online Services
Downloads 5.6%
1.3%
Zampost
Sellers 18.0%
11.7%
Downloads
1.3%
Sellers
11.7%Logistics companies Courier companies
11.2% 37.6%
Logistics companies Courier companies

11.2% 37.6%
3.3.10. Quality of Experience for Internet Services
The level of satisfaction with various attributes of service delivery for internet services
deteriorated marginally
3.3.10. Quality of Experiencebetween 2015 and
for Internet 2018. The most significant deterioration was
Services
noted in complaint
3.3.10. Quality resolution as the for
of Experience proportion
Internet of internet users that were satisifeid with
Services
The level of satisfaction with various attributes of service delivery for internet services deteriorated
The level between
complaint
marginally ofresoultion
satisfaction with
2015byand various
the2018.
providerThe attributes
reduced
most of
fromservice
significant 65 delivery
percent
deterioration for
54.2internet
to was percent
noted inservices
between
complaint
deteriorated
2015 and as
resolution marginally
2018. However, of
the proportion between
theinternet2015 and
satisfation 2018.
userswith The
provison
that were most significant
of information
satisifeid deterioration
with complaint accounted was
resoultionforby the
the
provider
noted inreduced
complaint from 65 percent
resolution as to 54.2
the percent
proportion between
of 2015
internet and
users 2018.
that
largest proportion of internet users. The smallest proportion of internet users that were However,
were the
satisifeidsatisfation
with
with provison
complaint of information
resoultion by theaccounted
providerfor the largest proportion
reduced oftointernet users. The smallest
satisfied with the identified attributes related tofrom 65 percent
accuracy in billing 54.2 percent
consisting between
52.3 percent
proportion of internet users that were satisfied with the identified attributes related to accuracy in
2015
of alland
billing 2018.52.3
the users
consisting However,
of the the
of allsatisfation
internet.
percent with
the users of the provison
internet. of information accounted for the
largest proportion of internet users. The smallest proportion of internet users that were
Figure 101: Satisfaction with attributes of service delivery for internet services; 2015- 2018
satisfiedFigure
with101:
the Satisfaction
identified attributes related
with attributes of to accuracy
service in billing
delivery consisting
for internet 52.3
services; percent
2015- 2018
of all the users of the internet.
66.1%
Provision Of Service
Figure Information with attributes of service delivery for internet services; 2015- 2018
101: Satisfaction
63.8%
66.1%
Customer
Provision Of Service Services
Information 68.0%
54.2%63.8%
Complaint
CustomerResolution
Services 2018
65.0%
68.0%
2015
52.3%
54.2%
Accuracy
Complaint In Billing
Resolution 2018
55.0%65.0%
2015
52.3% 57.5%
Reliability Accuracy InServices
Of Overall Billing
55.0%
56.0%
57.5%
Reliability Of Overall Services
56.0%
3.3.11.1. Monthly Expenditure on Internet Services
The survey revealed that over 79 percent of the individuals aged 10 years and above that used the
Page | 67
internet and were subscribed to a monthly package spent less than ZMW 60.00 per month on internet

services. Further, only 16.2 percent of the individuals that used internet services and were subscribed
to a monthly package spent more than ZMW 100.00 per month on internet services.
Page | 67

www.zicta.zm81
used the internet and were subscribed to a monthly package spent less than ZMW 60.00
per month
29.7%
on internet services. Further, only 16.2 percent of the individuals that used
internet services and were
27.9% subscribed to a monthly package spent more than ZMW 100.00
per month on internet services.

21.7%
Figure
Figure 102: 102:expenditure
Monthly Monthly expenditure on internet
on internet services services
‘ZMW’; 2018 'ZMW'; 2018
16.2%
29.7%
27.9%
21.7% 2.2% 2.3%
16.2%
1-19 20-39 40-59 60-79 80-99 100+
The survey also established that most female internet 2.2%

users2.3%spent relatively less on
internet services with nearly 91 percent reporting monthly expenditure of less than
ZMW 60.00 1-19 on internet 20-39 services.40-59On the other hand, only80-99
60-79 68 percent of the male
100+
internet users spent less than ZMW 60.00 on internet services. Further, there were
more
The male
survey internet
also users
established that with monthly
most female expenditure
internet users spent on internet
relatively services
less on internetin excesswith
services of
The survey also established that most female internet users spent
nearly 91 percent reporting monthly expenditure of less than ZMW 60.00 on internet services. relatively less
On on
the
ZMW100.00 onlyconstituting 22.2male
percent
internetofusers
all the
spentmale internet users while only 10.9
internet
other hand,services with nearly
68 percent of the 91 percent reporting monthly
less than ZMWexpenditure
60.00 on of lessservices.
internet than
percentthere
Further, of the female internet users
usersspent more than ZMWon 100.00 onservices
the services
in excessper
ZMW 60.00 on internet services. On the other hand, only 68 percent of the maleof
were more male internet with monthly expenditure internet
ZMW100.00
month. constituting 22.2 percent of all the male internet users while only 10.9 percent of the female
internetusers
internet users spent
spent more less than 100.00
than ZMW ZMWon 60.00 on internet
the services services. Further, there were
per month.
more male internet users with monthly expenditure on internet services in excess of
Figure
Figure103:
103:Monthly
Monthlyexpenditure
expenditure onon
internet services
internet across
services sex groups;
across 20182018
sex groups;
ZMW100.00 constituting 22.2 percent of all the male internet users while only 10.9
percent of33.7%the female internet
32.6%
users spent more than ZMW 100.00 on the services per
month.
25.3%
22.7% 22.8% 22.2%
20.4% services across sex groups; 2018
Figure 103: Monthly expenditure on internet
33.7% 32.6% 10.9%
4.6% 4.8%
25.3%
22.7% 22.8% 0.0% 0.0% 22.2%
20.4%
1-19 20-39 40-59 60-79 80-99 100+
10.9%
Male Female
4.6% 4.8%
3.3.11.2. Weekly Expenditure on Internet Services 0.0% 0.0%
The survey1-19also revealed 20-39

that the weekly 40-59 60-79 on internet 80-99
average expenditure 100+ aged 10
services by individuals
years and above that were subscribed to a weekly or daily package was K30.20. Further the majority Page | 68
of

individuals Male Female
that were subscribed to a weekly or daily package, constituting nearly 90.0 percent of internet
users, spent less than K60.00 per week on internet services.
Page | 68

wasweek
per K30.20. Further services.
on internet the majority of individuals that were subscribed to a weekly or
daily package, constituting nearly 90.0 percent of internet users, spent less than K60.00
per week on104:
Figure internet
Weeklyservices.
expenditure on internet services ‘ZMW’; 2018

53.3%
Figure 104: Weekly
Figure expenditure
104: on interneton
Weekly expenditure services ‘ZMW’;
internet 2018‘ZMW’; 2018
services
53.3%
26.1%
26.1% 11.0%
7.7%
1.3% 0.5%
11.0%
1-19 20-39 40-59 60-79 80-99 7.7%
100+
1.3% 0.5%
There were1-19 more male internet users

20-39 with weekly
40-59 expenditure80-99
60-79 on internet services
100+ in
excess of ZMW100.00 constituting 8.4 percent relative to females accounting for 7.0
percent.
There wereFurther,
more malethe average
internet users weekly expenditure
with weekly expenditure on oninternet
internet services
services among
in excess males
of ZMW100.00
There were8.4more
constituting
male
percent
internet
relative to
users accounting
females
with weekly for
expenditure
7.0 percent.
on internet
Further, the
services
average
in
weekly
was ZMW30.90 while the average weekly expenditure on internet services among
excess of ZMW100.00
expenditure constituting
on internet services among males 8.4was
percent
ZMW30.90 relative
while to
thefemales accounting
average weekly for 7.0
expenditure on
female
internet internet
services users
among was
female ZMW29.43.
internet users was ZMW29.43.
percent. Further, the average weekly expenditure on internet services among males
was ZMW30.90
Figure while the
105: Weekly expenditure average
on internet weekly
services acrossexpenditure on 2018
sex groups ‘ZMW’; internet services among
Figure 105: Weekly expenditure on internet services across sex groups ‘ZMW’; 2018
female internet users was ZMW29.43.
54.2% 52.3%
Figure 105: Weekly expenditure on internet services across sex groups ‘ZMW’; 2018
54.2% 52.3%
27.5%
24.8%
11.1% 10.9%
27.5% 8.4% 7.0%
24.8%
0.8% 1.9% 0.6% 0.4%
1-19 20-39 11.1%

40-5910.9% 60-79 80-99 100+
8.4% 7.0%
Male 0.8% 1.9%

Female 0.6% 0.4%
1-19 20-39 40-59 60-79 80-99 100+
Male Female
Page | 69

Page | 69

www.zicta.zm83
4.0. Online Risks, Incidents and Mitigation
www.zicta.zm85
This chapter presents an overview of the risks exposed to households and individuals
aged above the age of 10 years in Zambia when they are online. An assessment of the
incidents associated with the identified risks that households and individuals aged above
the age of 10 years may have been exposed to is also provided. The chapter further
4.0. Online Risks, Incidents and Mitigation
discusses the levels of awareness as well as some of the strategies adopted by households
to mitigate the risks associated with being online. Ultimately, the chapter aims to highlight
This chapter presents an overview of the risks exposed to households and individuals aged above
keyage
the risks
of 10associated with when
years in Zambia individuals accessing
they are online. online services
An assessment in the associated
of the incidents country with
and
provides
the an risks
identified assessment of the and
that households capability of aged
individuals individuals
above theandage heads of households
of 10 years may have been to
exposed to is also provided. The chapter further
mitigate any of the identified risks or incidents. discusses the levels of awareness as well as some of
the strategies adopted by households to mitigate the risks associated with being online. Ultimately, the
The discussion
chapter in the
aims to highlight keychapter considers
risks associated various demographic
with individuals accessing online and socio-economic
services in the country
and provides an assessment of the capability of individuals and heads of households
characteristics of the households and population aged above the age of 10 years to identify to mitigate any of
the identified risks or incidents.
any salient patterns within the strata. Particularly, differences in the risks and incidents
The discussion
associated in thebeing
with chapter considers
online various
across sexdemographic
groups are andpresented.
socio-economic
An characteristics
evaluation ofof the the
households and population aged above the age of 10 years to identify any salient patterns within the
incidence, levels of awareness as well as practices for mitigating risks associated with
strata. Particularly, differences in the risks and incidents associated with being online across sex groups
being
are onlineAn
presented. within different
evaluation of thedemographic
incidence, levelsgroups is alsoasprovided.
of awareness well as practices for mitigating risks
associated with being online within different demographic groups is also provided.
4.1. Online Risks, Incidents and Mitigation by Households
4.1. Online
4.1.1.Risks, Incidentsofand
Monitoring Mitigation
Online by Households
activities by Households
The survey
4.1.1. revealed
Monitoring of that 34.7activities
Online percent ofbythe households that indicated that they had access
Households
to internet services at home, had a member of the household who was responsible for
The survey revealed that 34.7 percent of the households that indicated that they had access to internet
monitoring
services the content
at home, accessed
had a member online
of the by other
household whomembers of the household.
was responsible The
for monitoring themajority
content
of the households
accessed thatmembers
online by other had a member responsible
of the household. for monitoring
The majority the content
of the households accessed
that had a memberby
responsible
members of forthe
monitoring
householdthe content accessed
were based by members
in urban of the household
areas accounting werepercent
for 79.2 based inofurban
the
areas accounting for 79.2 percent of the total number of households with access to the internet.
total number of households with access to the internet.
Figure 106: Households that monitor activities of household members online by region; 2018
Figure 106: Households that monitor activities of household members online by region; 2018
Rural
20.8%
NATIONAL
34.7%
Urban
79.2%
The
Themajority
majorityof the households
of the that had
households thataccess
hadto internet
access to services
internetand had a member
services and hadof the households
a member of
responsible for monitoring the content accessed by other members of the household were based in
the households responsible for monitoring the content accessed by other members of the
Lusaka and Copperbelt Provinces accounting for 38.1 percent and 21.7 percent respectively. Northern
household
and were based
North Western in Lusaka
Provinces had the and Copperbelt
smallest proportionProvinces accounting
of the total number of for 38.1 percent
households in the
and 21.7with
province percent
access respectively. Northern
to the internet that and North
had a member Western
responsible Provincesthe
for monitoring had the smallest
content accessed
by members of the household accounting for 0.3 percent and 1.2 percent respectively.
Page | 70

proportion of the total number of households in the province with access to the internet
proportion of the total number of households in the province with access to the internet
that had a member responsible for monitoring the content accessed by members of the
that had a member responsible for monitoring the content accessed by members of the
household accounting for 0.3 percent and 1.2 percent respectively.

household accounting for 0.3 percent and 1.2 percent respectively.

Figure 107: Distribution of households monitoring content accessed online by province; 2018
Lusaka 38.7%
Lusaka 38.7%
Copperbelt 21.7%
Copperbelt 21.7%
Southern 19.7%
Southern 19.7%
Luapula 5.0%
Luapula 5.0%
Eastern 4.8%
Eastern 4.8%
Central 3.8%
Central 3.8%
Western 3.4%
Western 3.4%
Muchinga 1.4%
Muchinga 1.4%
North… 1.2%
North… 1.2%
Northern 0.3%
Northern 0.3%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
Of the total number households that had access to the internet and had a member
Of
Of the
thetotal
total
responsible number households
number
for that had
households
monitoring content access
that hadtoaccess
accessed the internet
online tobytheand hadmembers,
a member
internet
other and had responsible
werefor
a member
75.5%
monitoring content accessed online by other members, 75.5% were headed by males.
responsible
headed for monitoring content accessed online by other members, 75.5% were
by males.
headed
Figure 108:by males. monitoring content accessed online by sex of head of household; 2018
Households
Figure 108: Households monitoring content accessed online by sex of head of household; 2018
Figure 108: Households monitoring content accessed online by sex of head of household; 2018
Female Headed
households
Female Headed
24.53%
households
24.53%
NATIONAL
NATIONAL
34.7%
34.7%
Male headed
households
Male headed
75.47%
households
75.47%

4.1.2. Monitoring
4.1.2. Monitoring of Activity
of Activity Logs andLogs and Pages
History History Pages Online
Online
The survey
The survey
4.1.2.
established
thatthat
Monitoring
established 33.4 percent
of Activity
33.4 percent theof
ofLogs theHistory
total number
and number
total ofPages of households
Online
households that had
that had access to the
access tohad
internet theatinternet had at least onehousehold
member of the household responsible forof
visiting
The survey established that 33.4 percent of the total number of households that sites
least one member of the responsible for visiting activity logs the had
activity
visited bylogs
otherofhousehold
the sites visited
members. by other household members.
access to the internet had at least one member of the household responsible for visiting
activity logs of the sites visited by other household members.
Page | 71

Page | 71

www.zicta.zm87
Figure 109: Households with internet that have a member monitoring activity logs; by region, 2018
Figure
Figure109:
109:Households
Householdswith
withinternet that
internet have
that a member
have monitoring
a member activity
monitoring logs; by
activity region,
logs; 2018 2018
by region,
Rural
22.9%
Rural
22.9%
NATIONAL
33.4%
NATIONAL
33.4%
Urban
77.1%
Urban
77.1%

Lusaka Province recorded the highest proportion of the households with access to the
internet that indicated that they monitor the activity logs at 32.4% while the lowest

Lusaka Province
proportion recorded thewas
of households highest proportion
observed fromofNorthern,
the households with access
Muchinga and to the internet
North Western that
Lusaka Province
indicated recorded
that they monitor thethe highest
activity logsproportion of the
at 32.4% while the lowest
households with
proportion access
of to thewas
households
Provinces
observed
at 0.3
internet from
that percent,
indicated 1.2they
that percent
Northern, Muchinga and
and 1.25
monitor percent
the activity
North Western
respectively.
logs
Provinces atat32.4% while1.2
0.3 percent, the lowestand 1.25
percent
proportion of households was observed from Northern, Muchinga and North Western
Provinces
Figure
Figure 110: at 0.3 percent,
110:Households
Households with
with 1.2 percent
Internet
Internet that
that and
have
have 1.25 percent
a Member
a Member respectively.
Monitoring
Monitoring Activity
Activity Logs;
Logs; by by Province
Province
Lusaka 32.4
Figure 110: Households with Internet that have a Member Monitoring Activity Logs; by Province
Copperbelt 22.6
Lusaka 32.4
Southern 20.1
Copperbelt 22.6
Luapula 7.6
Southern 20.1
Central 6.0
Luapula 7.6
Eastern 4.5
Central 6.0
Western 4.2
Eastern 4.5
Muchinga 1.2
Western 4.2
North Western 1.2
Muchinga 1.2
Northern .3
North Western 1.2
Northern .3

77.8%
77.8%ofofthe
thetotal
totalnumber
numberof of
households that that
households had access to theto
had access internet and indicated
the internet that they
and indicated
had a member responsible for monitoring activity logs for all household members were headed by
that they had a member responsible for monitoring activity logs for all household
males.
members were
77.8% of the headed
total numberby males.
of households that had access to the internet and indicated
that they had a member responsible for monitoring activity logs for all household
members were headed by males.
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88
Figure 111: Monitoring of activity logs by sex of head of household; 2018
Figure
Figure111:
111:Monitoring
Monitoringof of
activity logslogs
activity by sex
by of
sexhead of household;
of head 2018 2018
of household;
Female
Headed
Female
Households
Headed
22.2%
Households
22.2%
NATIONAL
NATIONAL
33.4%
33.4%
Male Headed
Households
Male Headed
77.8%
Households
77.8%
4.1.3. Awareness
4.1.3. Awareness of Activities
of Activities Household Household
MembersMembers do while Online
do while Online
Thesurvey
The survey
4.1.3. revealed
revealed that that
Awareness 54.3
54.3of percent
Activities
percent of the households
of theHousehold
households Members that
do indicated
that indicated while
that that
Online
they had theytohad
access the
access
internet to
hadthe
The survey internet
revealed
some had54.3
that
understanding some understanding
ofpercent
the of the
activities of the
households
that their activities that their
that members
household indicated household
dothat
whenthey
theyhad
are
members do when
access to the
online. they
internet hadaresome
online.
understanding of the activities that their household
members
Figure
Figure112:
do when they
112:Understanding
Understanding
are
thethe online.
Household members’
Household members’activities online
activities by Region;
online 2018 2018
by Region;
Figure 112: Understanding the Household members’ activities online by Region; 2018
Rural
21.4%
Rural
21.4%
NATIONAL
NATIONAL
54.3%
54.3%
Urban
78.6%
Urban
78.6%
The
Thehighest prevalence
highest prevalence of households who had
of households who access
had to the internet
access and indicated
to the internet and that they had
indicated an
that
understanding of the activities that household members undertake when they are online were in Lusaka,
they had an
The highest
Copperbelt andunderstanding
prevalence of the
Southern Provinces activities
of households
accountingwhoforthat
had
38 householdto members
access22.3
percent, the andundertake
internet
percent 16and when
indicated
percent they
that
respectively.
are
The online
theyleast anwere in Lusaka,
hadproportions
understanding Copperbelt and that
of theinactivities
were observed Southern
North-Western, Provinces
household
Northern accounting
members for 38
undertake
and Muchinga Provinces percent,
when they
accounting
for
are0.4
22.3 percent,
percent
online were0.7in
and percent andCopperbelt
16Lusaka,
percent 1.8 percent respectively.
respectively.andThe least proportions
Southern were observed
Provinces accounting for 38inpercent,
North-
Western, Northern
22.3 percent and 16 and Muchinga
percent Provinces
respectively. The accounting for 0.4 were
least proportions percent, 0.7 percent
observed and
in North-
1.8 percent
Western, respectively.
Northern and Muchinga Provinces accounting for 0.4 percent, 0.7 percent and
1.8 percent respectively.
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Figure 113: Understanding the household members’ activities online across provinces; 2018
Figure113:
Figure 113:Understanding
Understanding the
the household
household members’
members’ activities
activities online
online acrossacross provinces;
provinces; 2018 2018
Lusaka 38.0%
Lusaka 38.0%
Copperbelt 22.3%
Copperbelt 22.3%
Southern 16.0%
Southern 16.0%
Luapula 6.0%
Luapula 6.0%
Eastern 5.4%
Eastern 5.4%
Central 4.9%
Central 4.9%
Western 4.6%
Western 4.6%
Muchinga 1.8%
Muchinga 1.8%
Northern 0.7%
Northern 0.7%
North Western 0.4%
North Western 0.4%
0% 5% 10% 15% 20% 25% 30% 35% 40%
0% 5% 10% 15% 20% 25% 30% 35% 40%

The majorityofofhouseholds
The majority households thatthat indicated
indicated thathad
that they they hadtoaccess
access to theand
the internet internet
had anand had
under-
The majority
standing
an of households
of the activities
understanding of that that
the household indicated
activities members that they had
undertakemembers
that household access to the
when theyundertake internet
are online were
when and
headed had
theybyare
an understanding
males
onlineconstituting
were headed 76.4of the activities
percent
by males that household
ofconstituting
the total. members
76.4 percent undertake when they are
of the total.
online were headed by males constituting 76.4 percent of the total.
Figure Understandingofofthe
Figure 114: Understanding thehousehold
householdmembers’
members’ activities
activities online
online across
across sexhead
sex of of head of household;
of household;
Figure
2018
2018 114: Understanding of the household members’ activities online across sex of head of household;
2018
Female Headed
Female Headed
Households
Households
23.6%
23.6%
NATIONAL
NATIONAL
54.3%
54.3%
Male Headed
Male Headed
Households
Households
76.4%
76.4%
4.1.4. Usage of Tools or Strategies to Mitigate Exposure to illicit Content

The survey
4.1.4.established
Usage of that the proportion
Tools or Strategies of households
to Mitigatethat indicatedtothat
Exposure they
illicit used tools or
Content
4.1.4.
strategies Usage
to mitigate of Tools
exposure to or Strategies
illicit content was to Mitigate
very Exposure
low accounting
The survey established that the proportion of households that indicated that they forto illicit
14.5 Content
percent of the total
used
number of
The survey households
establishedthat reported
that the that they
proportion have access to
of households the internet
that at home.
indicated Lusaka, Copperbelt
that they used
tools
and Southern Provinces accounted for the largest proportion of households within the province14.5
or strategies to mitigate exposure to illicit content was very low accounting for that
tools or strategies
percent
indicated of
thatthe to number
theytotal
used mitigate exposure
of totomitigate
households
tools or strategies illicit
thatcontent
reported
exposure was verythey
to that
illicit low have
content accounting
accessfor
accounting to 14.5
for the
42.7
percent
percent, of
24.1 the total
percent number
and 13.2 of
percenthouseholds
respectively.that
The reported
lowest that
proportion
internet at home. Lusaka, Copperbelt and Southern Provinces accounted for the largest they ofhave
the access
households to the
that
have used at
internet anyhome.
tools/strategies
Lusaka, to mitigate exposure
Copperbelt to illicit content wereaccounted
based in Northern, North
proportion
Western and
of households
Eastern Provinces
within the and
accounting for
Southern
province
less
that0.1
than
Provinces
indicated
percent,
that
0.5 percent
for
they and
usedthetools
1.7
largest
or
percent
proportion
strategies of households within the province that indicated that they used tools or
respectively.to mitigate exposure to illicit content accounting for 42.7 percent, 24.1 percent
strategies to mitigate exposure to illicit content accounting for 42.7 percent, 24.1 percent
Page | 74
Page | 74
90
any tools/strategies
percent respectively. to mitigate exposure to illicit content were based in Northern, North
Western and Eastern Provinces accounting for less than 0.1 percent, 0.5 percent and 1.7
Figure 115: Usage of tools or strategies to mitigate exposure to illicit content across provinces; 2018

Figure
Figure115:
115:Usage
Usage
Lusaka ofof
tools or or
tools strategies to mitigate
strategies exposure
to mitigate to illicit
exposure content
to illicit acrossacross
content provinces; 2018 42.7%
provinces; 2018
Copperbelt 24.1%
Lusaka 42.7%
Southern 13.2%
Copperbelt 24.1%
Luapula 8.1%
Southern 13.2%
Central 4.6%
Luapula 8.1%
Muchinga 2.9%
Central 4.6%
Western 2.2%
Muchinga 2.9%
Eastern 1.7%
Western 2.2%
North Western 0.5%
Eastern 1.7%
Northern 0.0%
North Western 0.5%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
Northern 0.0%
The most widely 0% adopted5% 10% or 15%

tools strategies 20%by households
25% 30% to mitigate
35% 40%
against45% risks
associated with exposure to illicit content included web browser filtering parental control
Themost
The
tools, most
family widely
widely adopted
adopted
friendly tools
tools or
internet or strategies
strategies
filters by households
by households
and Search to mitigate
engine to mitigate
against
filtering against
for risks
risks associated
accounting with
19.7
exposure
associatedto illicit
with content
exposureincluded web browser filtering parental control tools, family friendly internet
percent,
filters 15.6
and Search percent, and to
engine filtering
illicit
12.6 content
percent
accounting
included web
forrespectively.
19.7 percent, 15.6
browser
Content filtering parental
filtering
percent, and 12.6by internet
percent
control
service
respectively.
tools, family
providers
Content as well
filtering friendly
by internetinternet
as filtering filtersabuse
service child
providers and Search
materials
as well engine filtering
accounted
as filtering child abusefor accounting
the least
materials for 19.7
adopted
accounted for
percent,
the least 15.6
adopted percent, and
strategies by 12.6 percent
households thatrespectively.
had adopted Content
some filtering
strategies
strategies by households that had adopted some strategies to mitigate against risks. to by internet
mitigate againstservice
risks.
providers as well as filtering child abuse materials accounted for the least adopted
Figure 116: Strategies adopted by households to mitigate exposure to illicit online content; 2018
Figure 116: Strategies
strategies by householdsadoptedthat
by households
had adopted to mitigate exposure totoillicit
some strategies onlineagainst
mitigate content;risks.
2018
Figure 116: Strategies

Parental adopted
Control Tools by households to mitigate exposure to illicit online content;
19.7%2018
Family Friendly Internet

Parental ControlFilters
Tools 15.6% 19.7%
FamilySearch Engine
Friendly Filtering
Internet Filters 12.6% 15.6%
SoftwareSearch
to filter illicit Filtering
Engine content 9.7% 12.6%
SoftwareMonitor Visted
to filter illicit Sites
content 7.5% 9.7%
Operating System
Monitor Filtering
Visted Sites 6.0% 7.5%
Filter - Child Abuse

Operating Materials
System Filtering 3.8% 6.0%
ISP-Content
Filter - Child Filtering
Abuse Materials 0.0% 3.8%
ISP-Content Filtering 0.0%
The
Thesurvey survey established
establishedthatthat
the main reasonreason
the main cited for not for
cited usingnotanyusing
tools any
or strategies
tools orby 56.6 percent
strategies by
of the households that reported that they did not employ any tools or strategies to mitigate exposure
56.6
ofThe percent
thesurvey
householdsof the households
to illicit content, that
was reported
thatreason that
these cited they
households did
didusing not
not know employ
of theor any tools
existence or
of any
strategies established
to effectiveness that
mitigate exposure the main for not any tools strategies by
such tools. The of tools orof the households
strategies to illicitbarrier
was not a significant content,
to thewas that ofthese
adoption tools
or56.6 percent
strategies for of the households
mitigating that
the risk as less thanreported
1 percentthat
of thethey did not
households thatemploy
indicatedany
thattools or
they had
not strategies
adopted anyto tools
mitigate exposure
or strategies citedofthis
theas households
a problem. to illicit content, was that Pagethese
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www.zicta.zm91
households
strategies wasdidnot
notaknow of thebarrier
significant existence of any
to the such tools.
adoption Theor
of tools effectiveness of mitigating
strategies for tools or
strategies
the risk aswas
lessnot a significant
than barrier
1 percent of to the adoption
the households that of tools or strategies
indicated for mitigating
that they had not adopted
the risk as less than 1 percent of the households
any tools or strategies cited this as a problem. that indicated that they had not adopted
any tools or strategies cited this as a problem.
Figure 117: Main reasons for not using any tools/ strategies to mitigate exposure to illicit content; 2018
Figure
Figure117:
117:Main
Mainreasons
reasonsfor
fornot
notusing
usingany tools/
any strategies
tools/ to mitigate
strategies exposure
to mitigate to illicit
exposure content;
to illicit 2018 2018
content;
Not Aware of any tools 56.6%

Not Aware of any tools 56.6%
Members of HH - Responsible 20.4%
Members of HH - Responsible 20.4%
Do not have time 7.9%
Do not have time 7.9%
Other 7.5%
Other 7.5%
Not Aware of online Risks 4.0%

Not Aware of online Risks 4.0%
Illicit Content not a danger

Illicit Content not a danger
3.2%
3.2%
ToolsNot
Tools Noteffective
effective 0.5%
0.5%
4.1.5. Established
4.1.5. Rules about
4.1.5. Established
Established Rules
Rules using theusing
about
about Internet
usingthetheby Households
Internet
Internet byby Households
Households
The surveyestimates
The survey
survey estimates
estimates revealed
revealed
revealed thatonly
thatthat
only only17.7
17.7 17.7percent
percent percent of the households
of theofhouseholds
the households with
with
with access access
access
to the to the
to the
internet
internet had
had
internet hadestablished
established establishedrules
rules among rulesamong
amonghousehold
household household
members on howmembers
to
members use onon
the howto to
useuse
internet.
how Thethethe internet.
majority of
internet. TheThe
these
households
majority of constituting
of these 79.1
thesehouseholds percent, were
householdsconstituting based
constituting79.1in urban areas.
79.1percent,
percent, were based
majority were based in in urban
urban areas.
areas.
Figure 118: Households that have established rules on how to use the internet; 2018
Figure 118:
Figure 118: Households
Householdsthat
thathave
haveestablished
establishedrules
rules
onon how
how toto
useuse
thethe internet;
internet; 2018
2018
Rural
Rural
20.9%
20.9%
NATIONAL
NATIONAL
17.7%
17.7%
Urban
Urban
79.1%
79.1%
The majority of households that have established rules regarding online activities, have rules relating
The
to majority of
pornography, households
sharing that have
of passwords as wellestablished
as accessingrules regarding online
age-inappropriate activities,forhave
sites, accounting 68.3
The majority
percent, 59.0 of households
percent and 55.4 that have
percent established
respectively. Fewer rules regarding
households that hadonline activities,
established rules have
on
rules relating to pornography, sharing of passwords as well as accessing age-
rules activities,
online relatinghadtoestablished
pornography, sharing
rules about sextingofandpasswords
cyber bullying,asaccounting
well asfor 44 accessing
percent and age-
inappropriate sites, accounting for 68.3 percent, 59.0 percent and 55.4 percent respectively.
34 percent respectively.
inappropriate sites, accounting for 68.3 percent, 59.0 percent and 55.4 percent respectively.
Fewer households that had established rules on online activities, had established rules
Fewersexting
about households that bullying,
and cyber had established
accountingrules
foron
44 online
percentactivities,
and 34 percenthad established
respectively.rules
about sexting and cyber bullying, accounting for 44 percent and 34 percent respectively.
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Figure 119:Types
Figure 119: Types of established rules
on on
howhow to use
the the internet by households;
2018 2018
Figure 119: Typesofofestablished
establishedrules
rules on to use
how to use internet
the by households;
internet by households; 2018
Pornograghy 68.3%
Pornograghy 68.3%
Sharing passwords 59.0%

Sharing passwords 59.0%
Age inappropriate products and/or services 55.4%

Age inappropriate products and/or services 55.4%
Sharing personal information e.g. name, phone
Sharing personal information e.g. name, phone 51.0%
number, address etc 51.0%
number, address etc
Posting photographs 46.3%
Posting photographs 46.3%
Physical meeting with people met online 45.5%

Physical meeting with people met online 45.5%
Sexting 44.0%
Sexting 44.0%
Bullying 34.0%
Bullying 34.0%
Other 0.7%
Other 0.7%
0% 10% 20% 30% 40% 50% 60% 70% 80%

0% 10% 20% 30% 40% 50% 60% 70% 80%
4.1.6.
4.1.6. Education
Education on
on the
the Risks
Risks Associated
Associated with
with Internet
Internet
4.1.6. Education on the Risks Associated with Internet
It
It was established that 30.1 percent of the households that had
was established that 30.1 percent of the households that had access
access toto the
the internet
internet have
have
some
It was
some form
form ofof
establishededucation
that 30.1
education provided
percent
provided
of by
the some member
households
byof some
that of
had the household
access
membertoofother
to the
the household to
internet other
have members
some form
of education
on the risksprovided
associatedby some
with member
the online the household
environment. The members of
majority onto other
the
these risksmembers
associated
households
on
withthe
therisks
onlineassociated
environment. with
The the online
majority environment.
of these householdsTheweremajority
based in of these
urban areashouseholds
accounting
were
were based
based
for 81.1 in
in urban
percent urban areas accounting
areasnumber
of the total accounting for
for 81.1
of households percent
81.1that
percent of
of the
thetototal
had access total number
numberhave
the internet of
of households
households
some form of
that
that had access to the internet have some form of education provided by some member
had
education access
provided to the
by internet
some memberhaveof some
the form
householdof education
to other provided
members on by
the some
risks associated
memberwith of
of
the online environment.
household to other members on the risks associated with the online environment.
the household to other members on the risks associated with the online environment.
Figure 120:
Figure 120:Households
Householdsthat
thatprovide education
provide on on
education online risksrisks
online to household members;
to household 2018 2018
members;
Figure 120: Households that provide education on online risks to household members; 2018
Rural
Rural
18.9%
18.9%
NATIONAL
NATIONAL
30.1%
30.1%
Urban
Urban
81.1%
81.1%
Most of
Most ofthe
thehouseholds
householdsthat had access
that to the internet and have some
have form ofform
education provided
Most of
by some the households
member that had
of the household
access
had on
access to the
the to
internet
internet and
theassociated
risks and
withhave
some form of
of education
some environment,
the online education
discuss
provided
provided by
by to
topics relating some
some member
memberand
pornography of the
the household
ofsharing household on the
the risks
onaccounting
of passwords risksforassociated
associated with
with
76.2 percent the online
thetotal
of the online
and
environment,
56.5 percent of discuss
the total topics relating
respectively. There to
were pornography
fewer households and
environment, discuss topics relating to pornography and sharing of passwordsthat sharing
discussed of passwords
bullying as a risk
associated with being
accounting online accounting for 34.6 percent of the total. the total respectively. There
accounting forfor 76.2
76.2 percent
percent ofof the
the total
total and
and 56.5
56.5 percent
percent ofof the total respectively. There
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www.zicta.zm93
were fewer households that discussed bullying as a risk associated with being online
accounting for 34.6 percent of the total.
2018 N ATIONAL ICT SURVEY REPORT were fewer households that discussed bullying as a risk associated with being online
accounting
Figure for 34.6
121: Topics percent
covered of the total.
by households on the risks of the online environment; 2018
Figure
Figure121:
121:Topics
Topicscovered by by
covered households on the
households risksrisks
on the of the
of online environment;
the online 2018 2018
environment;
Pornograghy 76.2%
Sharing passwords
Pornograghy 56.5% 76.2%
Age inappropriateSharing
products/services
passwords 54.6%
56.5%
Sexting
Age inappropriate products/services 53.1%
54.6%
Sharing personal information e.g. name,Sexting

phone… 52.4%
53.1%
Posting
Sharing personal information photographs
e.g. name, phone… 51.4%
52.4%
Physical meeting with people

Posting met online
photographs 46.4%
51.4%
Bullying
Physical meeting with people met online 34.6% 46.4%
Other
Bullying 0.8% 34.6%
Other 0% 0.8%
10% 20% 30% 40% 50% 60% 70% 80%
0% 10% 20% 30% 40% 50% 60% 70% 80%

4.1.7. Sharing of Online Experiences by Households
The survey revealed that a sizeable proportion of households with access to the
4.1.7. Sharing
4.1.7. Sharing ofExperiences
of Online Online Experiences by Households
by Households
internet shared their experiences online with other members of their household.
Thesurvey
The survey revealed
revealed that athat a sizeable
sizeable proportion
proportion ofacross of households
households with access withthe access toshared
the
Specifically, 60.2 percent of the households the country weretoestimatedinternet
to share
internet
their sharedonline
experiences their with
experiences onlineofwith
other members other members
their household. of their
Specifically, household.
60.2 percent of the
experiences
households about
across the their
country online
were experiences
estimated to within
share the households.
experiences about their This
onlineproportion
experiences
Specifically, 60.2 percent of the households across the country were estimated to share
constituted
within 53 percent
the households. of households
This proportion based
constituted in urban
53 percent areas and 47 percent of
experiences about their online experiences within theofhouseholds.
households based
This inproportion
urban areas
and 47 percentbased
households of households
in rural based
areas.in rural areas.
constituted 53 percent of households based in urban areas and 47 percent of
Figure 122:
households Sharing
Figure 122:ofSharing
based online experiences
in rural areas.
of online by households
experiences by region; 2018
by households by region; 2018
Figure 122: Sharing of online experiences by households by region; 2018
NATIONAL Rural
Urban
47.0%
53.0% NATIONAL
60.2% Rural
Urban
47.0%
53.0%
60.2%
The households headed by males accounted for the largest proportion of the households with
access to the internetheaded
The households and whose
by members share their experiences
males accounted online proportion
for the largest within the household.
of the
Specifically, 76.7 percent of the households with access to the internet and whose members share
households with access to the internet and
werewhose members share their experiences
The experiences
their households headed
online withinby
the males accounted
household for by
headed the largest proportion of the
males.
online within the household. Specifically, 76.7 percent of the households with access
households with access to the internet and whose members share their experiences
online within the household. Specifically, 76.7 percent of the households with access
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to the internet and whose members share their experiences online within the
household were headed by males.
Figure 123: Sharing of online experiences by sex of head of household; 2018

Figure 123:Figure
Sharing123: Sharing
of online of online
experiences by experiences
sex of head ofby sex of head
household; 2018of household; 2018
Female Headed
Households
23.3%
Female Headed
Households NATIONAL
23.3%
60.2%
NATIONAL
60.2% Male Headed

Households
76.7%
Male Headed
Households
76.7%
4.2. Online Risks, Incidents and Mitigation by Individuals

4.2. Online Risks,
4.2.1. Incidentsof
Awareness and Mitigation
Risks by Individuals
Associated with Online Activities
4.2. survey
The Online Risks, Incidents
estimated and Mitigation by Individuals
4.2.1. Awareness of Risksthe proportion
Associated withofOnline
individuals aged 10 years and older across the
Activities
country4.2.1.
with Awareness
access to theofinternet that were aware
Risks Associated of the Activities
with Online risks associated with online
The survey estimated the proportion of individuals aged 10 years and older across the country with
activities
The survey at estimated
52.9 percent. The majorityofofindividuals
the individuals older that
thatthe proportion aged 10aged 10 and
years and across
yearsolder the
access to the internet were aware of the risks associated with online activities at 52.9 percent.
were
country
The aware
with
majority ofof
thethe
access risks
to the associated
individualsinternet
aged 10that with
years andbeing
were awareonline
older of the
that werewere
risks
awarebased
associated
of theinrisks
urban
with areas
online
associated
accounting
activities
with at for
being online52.981.9
were percent
percent. inofurban
basedThe the total
majority number
areasofaccountingof individuals
the individuals
for 81.9 aged aged
percent of 10
10 years theyears
and and
totalolder thatof
older
number
individuals
across theaged
were aware 10 years
country
of and access
thewith
risks older across
to thethe
associated country
internet
with with
that
being accessaware
were
online to theof
were internet inthat
the risks
based wereareas
aware
associated
urban
of the risks associated with online activities.
with online for
accounting activities.
81.9 percent of the total number of individuals aged 10 years and older
across
Figure the
124: country
Awareness of with access to
risks associated theonline
with internet thatbywere
activities aware
individuals of regions;
across the risks associated
2018
Figure 124: Awareness of risks associated with online activities by individuals across regions; 2018
with online activities.
Figure 124: Awareness of risks associated with online activities by individuals across regions; 2018
Rural
18.1%
Rural
18.1%
NATIONAL
52.9%
NATIONAL
Urban 52.9%
81.9%
Urban
81.9%
The highest proportion of individuals aged 10 years and older across the country that were aware of
Therisks
the highest proportion
associated of individuals
with online aged
activities were based10 in
years andCopperbelt
Lusaka, older across the country
and Southern that
Provinces
were aware of the risks associated with online activities were based in Lusaka, Copperbelt
accounting for 40.6 percent, 18.6 percent and 16.4 percent respectively. Northern Province accounted
for
andthehighest
The lowest proportion
Southern proportion
Provinces of individuals
ofaccounting
individuals aged
for 1040.6
aged years and older
10 percent,
years and thatpercent
18.6
older were aware
across the about
and 16.4 the that
risks
percent
country
associated with online activities constituting 1.6 percent.
were aware of the risks associated with online activities were based in Lusaka, Copperbelt
and Southern Provinces accounting for 40.6 percent, 18.6 percent and 16.4Page | 79
percent

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www.zicta.zm95
respectively. Northern Province accounted for the lowest proportion of individuals aged
respectively.
10 years andNorthern Province
older that accounted
were aware aboutforthe
therisks
lowest proportion
associated of individuals
with aged
online activities
10 years and1.6older
constituting that were aware about the risks associated with online activities
percent.
constituting 1.6 percent.
Figure 125: Distribution of individuals aware of online risks by province; 2018

Figure 125:
Distribution ofof
individuals aware
individuals of online
aware risksrisks
of online by province; 2018 2018
by province;
Lusaka 40.6%
Lusaka 40.6%
Southern 18.6%
Southern 18.6%
Copperbelt 16.4%
Copperbelt 16.4%
Luapula 6.5%
Luapula 6.5%
Central 5.4%
Central 5.4%
Eastern 3.6%
Eastern 3.6%
Muchinga 2.9%
Muchinga 2.9%
North Western 2.4%
North Western 2.4%
Western 2.0%
Western 2.0%
Northern 1.6%
Northern 1.6%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
The majority of individuals aged 10 years and older that had access to internet services
The were
The
and majority
majority ofofindividuals
aware agedassociated
individuals
of the risks 10 years
aged and
10 years
witholder
and thatactivities
older
online had
thataccess
had to internet
access
were services
to These
male. internet and were
services
accounted
aware of the risks associated with online activities were male.These accounted for 54.9 percent of the
and
for were
54.9
individuals aware
percent
that of
hadof theindividuals
the
access risks associated
to internet with
that had
services online
andaccess toactivities
were aware internet were male.
services
of risks These
and
associated were
with accounted
aware
online of
activities
for 54.9
risks percent
while associated of the individuals
with online
the females accounted that
foractivities had access to internet services and were
while the females accounted for 45.1 per cent.
45.1 per cent. aware of
risks associated with online activities while the females accounted for 45.1 per cent.
Figure 126: Awareness
Figure of risks associated
126: Awareness of Riskswith online activities
Associated by sex;
with Online 2018
Activities by Sex; 2018
Figure 126: Awareness of Risks Associated with Online Activities by Sex; 2018
Female
45.1%
Female NATIONAL
45.1% NATIONAL
52.9% Male
54.9%
Male
52.9%
54.9%
the survey established that the majority of individuals aged 10 years and older that had access to
The survey
internet established
services and werethat
aware theabout
majority of individuals
risks associated aged activities
with online 10 yearswereand young.
older that had
Specifically
The
68.7 survey
accesspercent established
to internet that
services
of the internet thethat
and
users majority
were aware
indicatedof that
individuals
about wereaged
theyrisks 10ofyears
associated
aware and
with
risks older activities
online
associated that online
with had
activities
accessyoung.
were were below
to internet the age of
services68.7
Specifically 35 years.
andpercent Less
were aware than 10
of the about percent
internetrisksof the internet
associated
users users that
with online
that indicated had access
wereto
activities
that they
internet
were services
young. and were aware about risks associated with online activities were above the age of
aware
50 years.of risksSpecifically
associated 68.7
withpercent of the internet
online activities users that
were below indicated
the age that they
of 35 years. Less were
than
aware of risks
10 percent associated
of the with online
internet users that had activities
access towere belowservices
internet the ageand of 35 years.
were Lessabout
aware than
10 percent
risks of thewith
associated internet
onlineusers that had
activities access
were aboveto internet
the age of services and were aware about
50 years.
risks associated with online activities were above the age of 50 years.
Page | 80
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Figure 127: Awareness of risks associated with online activities across age groups; 2018

25%
Figure of risks associated
127: Awareness of riskswith online activities
associated with onlineacross age groups;
activities 2018
across age groups; 2018
18.9% 20.4%
20%
25%
18.9% 20.4% 15.6%

15%
20%
11.3%
11.8%
15.6%
10%
15%
7.0%
2.0% 11.3%
11.8% 4.8%
5%
10% 3.8%
7.0% 2.6%
0.9% 1.0%
2.0%
4.8%
0%
5% 3.8%
10 -‐ 14 15 -‐ 19 20 -‐ 24 25 -‐ 29 30 -‐ 34 35 -‐ 39 40 -‐ 44 45 -‐ 49 50 -‐ 54 55 2.6%
-‐ 59 60 -‐ 64 65+
0.9% 1.0%
0%
The10 most
-‐ 14 prevalent
15 -‐ 19 20 -‐ known risks
24 25 -‐ 29 30 -‐among
34 35 -‐ the
39 individuals
40 -‐ 44 45 -‐ 49 aged 10 years
50 -‐ 54 55 -‐ 59 and older65+
60 -‐ 64 that
reported awareness about the risks associated with online activities were pornographic
material,
The
Themostmost fake
prevalent
prevalent news and
known financial
risks
known risksfraud
among theamong accounting
individuals agedfor
the individuals 88.8 aged
10 years percent,
and older 87.6 percent
that reported
10 years and older and 74.6
awareness
that
about
percentthe risks
of the associated
total number with online
of activities
internet users
reported awareness about the risks associated with online activities were pornographicwere pornographic
that indicated material,
that they fake were news
aware and financial
of the
fraud
risks accounting
associated for 88.8
withand percent,
online 87.6
activitiespercent and
respectively. 74.6 percent
Risks of the
associated total number
with of internet users
material,
that indicated fakethat news
they were financial
aware of fraud accounting
the risks associated for with
88.8 percent,
online 87.6 terrorism,
activities percent
respectively.
online
and 74.6
Risks
defamation
percent of
associated withand
theterrorism, phishing
total number were relatively
of internetand
online defamation less
users prevalently
that were
phishing indicated known
relatively thatless among
they individuals
were aware
prevalently aged
knownofamong the
10 years
individuals and
aged older
10 that
years reported
and older to
that be aware
reported toofberisks
risks associated with online activities respectively. Risks associated with terrorism, online aware associated
of risks with
associated online with activities.
online activities.
defamation
Figure128:
Figure 128:Levelsand
Levels phishing
ofof awareness
awareness were relatively
of different
of different less
types
types of of prevalently
dangers
dangers of the
of the known
internet
internet risks; among
risks;
20182018 individuals aged
10 years and older that reported to be aware of risks associated with online activities.
Ponographic Materials 88.8%
Figure 128: Levels of awareness of different types of dangers of the internet risks; 2018
Fake News 87.6%
Financial Fraud 74.6%
Ponographic Materials 88.8%
Sexting 62.5%
Fake News 87.6%
False alarms 59.2%
Cyber bullying 58.2%
Sexting 62.5%
Fake online promotions 57.7%
False alarms 59.2%
Hacking 57.7%
Cyber bullying 58.2%
Violence 56.0%
Fake online promotions 57.7%
Scams 53.4%
Hacking 57.7%
Identity theft 52.0%
Violence 56.0%
Damage to reputation 49.9%
Scams 53.4%
Impersonation 48.6%
Identity theft 52.0%
Phishing 42.9%
Damage to reputation 49.9%
Online Defamation 42.8%
Impersonation 48.6%
Terrorism 41.6%
Phishing 42.9%
Online Defamation 0% 10% 20% 30% 40% 50%
42.8% 60% 70% 80% 90% 100%
Terrorism 41.6%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
4.2.2. Production, Possession or Circulation of Obscene Materials

The levels of awareness among individuals aged 10 years and older on the criminality
of production, possession or
4.2.2. Production, circulation
Possession or of obscene materials
Circulation in Zambia
of Obscene was relatively
Materials
low. Only 54.3
The levels percent ofamong
of awareness the people aged 10aged
individuals years10and andwere
older
years olderaware
on thethat it was a
criminality
crime to produce,
of production, poses or circulation
possession circulate obscene material
of obscene in Zambia.
materials The
in Zambia wasmajority of
relatively
low. Only 54.3 percent of the people aged 10 years and older were aware that it was a
crime to produce, poses or circulate obscene material in Zambia. The majority Page | 81
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www.zicta.zm97
4.2.2. Production, Possession or Circulation of Obscene Materials

The levels of awareness among individuals aged 10 years and older on the criminality of production,
possession or circulation of obscene materials in Zambia was relatively low. Only 54.3 percent of the
people aged 10 years and older were aware that it was a crime to produce, poses or circulate obscene
individuals
material agedThe
in Zambia. 10 majority
years and older aware
of individuals aged of the criminality
10 years were
and older aware of based in Lusaka,
the criminality were
Southern
based andSouthern
in Lusaka, Copperbelt ProvincesProvinces
and Copperbelt accounting for 21.3
accounting for percent, 14.7
21.3 percent, percent
14.7 percentand
and 14
percent
percentrespectively.
respectively.
Figure 129: Distribution of awareness on criminality of obscene materials by province; 2018
Figure 129: Distribution of awareness on criminality of obscene materials by province; 2018
Western Central
6.0% 7.5%
Southern
14.7%
Copperbelt
14.0%
North Western
3.7%
NATIONAL
54.3%
Eastern
Northern 12.9%
5.5%
Muchinga
5.4% Luapula
Lusaka
9.2%
21.3%
4.2.3. Incidence of Risks Associated with Online Activities

4.2.3. ofIncidence
The incidence of Risks
fake news and Associated
pornographic with
material Online
were Activities
reported to be the most prevalent risks
that
The incidence of fake news and pornographic material were59.0
users of internet services encountered while online, accounting for percent to
reported andbe
46.5
thepercent
most
respectively, of the total number of users of internet services that reported that they encountered
prevalent risks that users of internet services encountered while online, accounting for
identified risks while online. Online defamation and terrorism were reportedly, relatively less prevalent
59.0 percent
incidents amongand users46.5 percent
of internet respectively,
services in Zambia. of the total number of users of internet
services that reported that they encountered identified risks while online. Online
defamation and terrorism were reportedly, relatively less prevalent incidents among
users of internet services in Zambia.
Figure
Figure130:
130:Incidence
Incidenceofofinternet risks
internet by by
risks type; 2018
type; 2018
Fake News 59.0%
Pornographic Materials 46.5%
Fake Online Promotions 23.2%
False Alarms 22.3%
Sexting 21.3%
Scams 14.9%
Violence 12.7%
Hacking 12.0%
Phishing 10.6%
Cyber bullying 8.1%
Identity Theft 6.8%
Impersonation 6.6%
Damage to Reputation 4.3%
Terrorism 4.0%
Other 0.1%
Exposure to fake news and pornography were the most prevalent incidents that individuals aged
Exposure
10 years andto fakereported
older news toand pornography
encounter were
while using themedia.
social mostSpecifically,
prevalent 82.2incidents
percent ofthat
the
individuals aged 10 years and older that indicated that they were aware of
individuals aged 10 years and older reported to encounter while using social media. the risks associated with
using the internet and had encountered incidents while using social media had experiences related to
Specifically,
exposure 82.2
to fake percent
news, of the
while 65.4 individuals
percent agedrelated
had incidents 10 yearsto and older that
pornography. Onindicated that
the other hand,
they were
terrorism andaware
onlineof the riskswere
defamation associated
relativelywith using the experienced
less extensively internet and byhad encountered
individuals aged 10
years and older who were exposed to risks associated with online activities
incidents while using social media had experiences related to exposure to fake news, while using their social
media account constituting 9.3 percent and 10.4 percent respectively.
while 65.4 percent had incidents related to pornography. On the other hand, terrorism
and online defamation were relatively less extensively experienced by individuals
aged 10 years and older who were exposed to risks associated with online activities
while using their social media account constituting 9.3 percent and 10.4 percent
respectively.
Page | 83
www.zicta.zm99
Figure 131: Incidence of risks while using social media by type; 2018
Fake News 82.4%

Figure 131:
Figure 131: Incidence
Incidenceof
ofrisks
riskswhile
whileusing social
using media
social by type;
media 20182018
by type;
Pornograpghic material 65.4%
Fake News 82.4%
False Alarms 31.4%
Pornograpghic material 65.4%
False Online Promotions 27.8%
False Alarms 31.4%
Sexting 25.9%
False Online Promotions 27.8%
Violence 24.8%
Sexting 25.9%
Scams 21.7%
Violence 24.8%
Scams 21.7%
Cyber bulling 19.2%
Hacking 17.1%
Cyber bulling 19.2%
Phishing 15.8%
Hacking 17.1%
Identity Theft 13.1%
Phishing 15.8%
Identity Theft 13.1%
Impersonation 11.6%
Impersonation 11.6%
Terrorism 9.3%
Terrorism 9.3%
The escalation of cases through channels of reporting by users of the internet that were
exposed
The to obscene
escalation of cases materials on the ofinternet
through channels reportingwasby relatively
users of thelow. The that
internet majority of people
were exposed to
The escalation
obscene materials of cases
on the through
internet channels
was of
relatively reporting
low. The by users
majority of of the
people
that were exposed to obscene material such as pornography closed the site. On the other internet
that were that were
exposed to
obscene
exposed material
to obscenesuch as pornography
materials closed
on theaged the
internet site. On
was and the other
relatively hand,
low.were only 3.9 percent
The majority to of
of obscene
people the
hand, aged
people only 3.9years
10 percent of thethat
and older people
were exposed 10 years
to obscene older that
materials reportedexposed
to the site while only
that were exposed
materials
2.8 percent reported to
toobscene
applied filters the material
site while
to block only
the sites. such
2.8 as pornography
percent closedto
applied filters the site.the
block Onsites.
the other
hand, only 3.9 percent of the people aged 10 years and older that were exposed to obscene
Figure132:
Figure 132:Action
materials Action
reported taken
taken after
after
to the exposure
while to
exposure
site obscene
to obscene
only materials
materials
2.8 percent online;
online; 20182018
applied filters to block the sites.
Figure 132: Action taken after exposure to obscene materials online; 2018
Close the Site 18.7%
Close the Site

Talk to Someone-Trusted 5.9% 18.7%
Talk to Someone-Trusted
Report to Zambia Police 4.7%5.9%
Report to Zambia
ReportPolice
to Site 4.7%
3.9%
Report
Report to Site
to ZICTA 3.9%
3.6%
Report
Use to to
Filters ZICTA
Block 3.6%
2.8%
Use- Prevent
Seek Support Filters toAccess
Block 2.8%
2.2%
Seek Support - Prevent Access

Surf On 2.2%
1.3%
Surf On
Other 1.3%
0.7%
Other 0.7%
Page | 84

Page | 84

4.3.
4.3. MitigationStrategies
Mitigation Strategiesagainst
againstOnline
OnlineRisks
Risks
4.3. Mitigation Strategies against Online Risks
4.3.1. Activation
4.3.1. Activationof ofSecurity
Securityand
andPrivacy
PrivacySettings
Settings
4.3.1.
The Activation
survey of Security
revealed that onlyand Privacy
30.4 percent Settings
of the individuals aged10 10years
yearsand
andolder
olderthat
that
The survey revealed that only 30.4 percent of the individuals aged
usesurvey
use
The internet
internet services
services
revealed thatknow
know howpercent
only how
30.4 toactivate
to activate security
security
of the orprivacy
or
individualsprivacy settings
aged 10settings
years and on
on social
social
older media
media
that or
or
use internet
services
aa web know
web browser. how to
browser. More activate
More than security
than 60 or privacy
60 percent
percent of settings
of this on social
this proportion media
proportion were
were based or a web
based inbrowser.
in Lusaka More
andthan
Lusaka and
60 percent of Provinces.
Copperbelt
Copperbelt this proportion
Provinces. were based
Muchinga
Muchinga in Lusaka
and
and Western
Western andProvinces
Copperbelt Provinces. Muchinga
Provinces accounted
accounted theand
for the
for Western
lowest
lowest
Provinces accounted for the lowest proportions amounting 1.7 percent and 2.8 percent respectively.
proportionsamounting
proportions amounting1.7 1.7percent
percentand
and2.82.8percent
respectively.
Figure 133: Knowledge of activation of security or privacy settings by province; 2018
Figure133:
Figure 133:Knowledge
Knowledgeof
ofactivation
activationofofsecurity
securityor
orprivacy
privacysettings
settingsby
byprovince;
province;2018
2018
Western
Western
Southern
Southern 2.8%
2.8% Central
Central
13.5%
13.5% 6.2%
6.2%
NorthWestern
Copperbelt
3.0%
3.0% 19.0%
19.0%
Northern
Northern
3.1% NATIONAL
NATIONAL
3.1% Eastern
Eastern
30.4%
30.4% 3.9%
3.9%
Muchinga
Muchinga
1.7%
1.7% Luapula
Luapula
4.7%
4.7%
Lusaka
Lusaka
42.0%
42.0%
Morethan
More
More than
than 70
7070 percent
percent
percent of the
of
of the the individuals
individuals
individuals aged
aged 10aged 10
years10 years
andyears and
olderand older with
accesswith
witholder access
access
to the to that
to
internet the had
the
internetthat
internet
knowledge that hadto
had
of how knowledge
knowledge ofhow
of
activate securityhow toprivacy
andto activate
activate security
security
settings andbrowser
in a and
web privacyor
privacy settings
settings inaaweb
in
social media web
account
browseror
browser
were below orsocial
socialmedia
the age mediaaccount
of 35 accountwere
years. werebelow
belowthetheage
ageofof35
35years.
years.
Figure
Figure 134: of activation
134:Knowledge
Knowledge of of securityof
ofActivation
Activation orSecurity
of privacy or
Security settings by age
orPrivacy
Privacy groups;
Settings
Settings by2018
by AgeGroups;
Age Groups;2018
2018
25%
25% 23.3%
23.3%
20%
20% 21.6%
21.6%
11.2%
11.2% 15.0%
15.0%
15%
15%
10.6%
10.6%
10%
10%
7.1%
7.1%
4.8%
4.8%
5%
5%
1.6%
1.6% 2.2%
2.2% 1.8%
1.8% 0.6%
0.6% 0.3%
0.3%
0%
0%
10 -‐ -‐14
10 14 15 -‐ -‐19
15 19 20 -‐ -‐24
20 24 25 -‐ -‐29
25 29 30 -‐ -‐34
30 34 35 -‐ -‐39
35 39 40 -‐ -‐44
40 44 45 -‐ -‐49
45 49 50 -‐ -‐54
50 54 55 -‐ -‐59
55 59 60 -‐ -‐64
60 64 65+
65+
Page||85
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www.zicta.zm101
There was a minimal observed difference between male and female individuals aged 10
yearswas
there anda minimal
older that had access
observed to the
difference internet
between and
male andhad knowledge
female individualsabout how
aged 10 yearstoand
activate
older
that had access to the internet and had knowledge about how to activate security and
security and privacy settings in a web browser or social media account. Specifically, theprivacy settings
in a web browser or social media account. Specifically, the proportion of internet users with knowledge
proportion
on of internet
how to activate security users withsettings
and privacy knowledge on male
who were howwas
to 51.8
activate security
percent and theand privacy
females were
settings
48.2 who were male was 51.8 percent and the females were 48.2 percent.
percent.
Figure
Figure 135: 135: Knowledge
Knowledge of of
of activation activation ofprivacy
security or security or privacy
settings settings
by sex; 2018 by sex; 2018
Female NATIONAL
48.2%
Male
30.4%
51.8%
Page | 86

5.0. Access and Usage of Digital Financial
Services
www.zicta.zm103
5.0. Access and Usage of Digital Financial Services


This chapter explores the extent of adoption of digital financial services by households
and individuals aged 10 years and older. An evaluation is made within various
5.0. Access and Usage of Digital Financial Services
demographic and socio-economic groupings and across the strata regarding various
attributes related to digital financial services. To the extent possible, an attempt is made
to explain some of the factors that inhibit extensive adoption and usage of digital financial
This chapter
services explores
in the the extent
country. of adoption
The chapter alsoofhighlights
digital financial
some services
of theby households
most widelyand individuals
adopted
aged 10 years and older. An evaluation is made within various demographic and socio-economic
services and preferred providers with a view to establish the responsiveness of providers
groupings and across the strata regarding various attributes related to digital financial services. To the
to households’
extent and
possible, an individuals’
attempt is made needs.
to explain some of the factors that inhibit extensive adoption and
usage of digital financial services in the country. The chapter also highlights some of the most widely
adopted
5.1. services and preferred
Ownership providers
of Different withofa Accounts
Types view to establish the responsiveness of providers to
households’ and individuals’ needs.
The survey revealed that the most widely held formal financial services accounts were
electronic
5.1. wallets
Ownership of(e-wallets) accounting
Different Types for 21.5 percent of individuals aged 10 years and
of Accounts
older. Only 7 percent of the individuals aged 10 years and older held at least one
The survey revealed that the most widely held formal financial services accounts were electronic wallets
commercial
(e-wallets) bank account.
accounting Ownership
for 21.5 percent of of accountsaged
individuals with10 Micro
yearsFinance institutions
and older. as well
Only 7 percent of the
as Savings and Credit Institutions was negligible accounting for about 1 percent
individuals aged 10 years and older held at least one commercial bank account. Ownership of accountsall the
with Micro Finance
individuals aged institutions
10 years andas well as Savings
older. There and
wereCredit Institutions
sizeable was negligible
differences observedaccounting
in the for
about 1 percent all the individuals aged 10 years and older. There were sizeable
ownership of the different accounts across regions. Particularly, while 38.4 percent of differences observed
all
in the ownership of the different accounts across regions. Particularly, while 38.4 percent of all the
the individuals aged 10 years and older based in urban areas owned an e-wallet, only 10.4
individuals aged 10 years and older based in urban areas owned an e-wallet, only 10.4 percent of
percentholders
e-wallet of e-wallet
wereholders
in rural were
areas. in rural areas.
Figure 136: Ownership of different types of accounts by individuals; 2018
Figure 136: Ownership of different types of accounts by individuals; 2018
21.5%
Electronic Wallet Account 38.4%
10.4%
7.0%
Commercial Bank Account 13.6%
2.6%
0.6% National
Savings & Credit Institutions Account 1.0% Urban
0.4%
Rural
0.5%
Microfinance Institutions Account 0.9%
0.3%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
Lusaka
LusakaandandCopperbelt Provinces
Copperbelt had thehad
Provinces highest
the concentration of e-wallets for
highest concentration of individuals
e-wallets aged
for 10
years and older accounting for 38.4 percent and 36.9 percent respectively. On
individuals aged 10 years and older accounting for 38.4 percent and 36.9 percent the other hand, Western
and Eastern Provinces accounted for the lowest concentration of e-wallet accounts for individuals aged
respectively.
10 On the
years and older other hand,
accounting Western
for 8.1 percent and
and Eastern Provinces
9.4 percent accounted for the lowest
respectively.
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www.zicta.zm105
concentration of e-wallet accounts for individuals aged 10 years and older accounting for
concentration of e-wallet accounts for individuals aged 10 years and older accounting for
8.1 percent and 9.4 percent respectively.
8.1 percent and 9.4 percent respectively.

Figure 137: Ownership of electronic -wallets within provinces; 2018
Figure
Figure 137:
137: Ownership
Ownershipofofelectronic
electronic-wallets
-walletswithin provinces;
within 2018
provinces; 2018
Lusaka 38.4%
Lusaka 38.4%
Copperbelt 36.9%
Copperbelt 36.9%
Muchinga 22.9%
Muchinga 22.9%
Central 19.4%
Central 19.4%
Southern 18.9%
Southern 18.9%
Luapula 16.1%
Luapula 16.1%
North Western 12.4%
North Western 12.4%
Northern 12.0%
Northern 12.0%
Eastern 9.4%
Eastern 9.4%
Western 8.1%
Western 8.1%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
There were negligible differences in ownership of e-wallets between males and females
There
There were
werenegligible differences
negligible in ownership
differences of e-wallets
in ownership betweenbetween
of e-wallets males andmales
females in the
and country.
females
inHowever
the country. However both sex groups accounted for very low of
levels of ownership of
in the country. However both sex groups accounted for very low levels of ownership of22.4
both sex groups accounted for very low levels of ownership e-wallets constituting
e-wallets constituting
percent and 22.4
20.8 percent forpercent and
males and 20.8 percent
females for males and females respectively.
respectively.
e-wallets constituting 22.4 percent and 20.8 percent for males and females respectively.
Figure138:
Figure 138:Ownership
Ownership of
of Electronic
electronic wallets
Walletswithin
withinsexSex
groups; 2018
Groups; 2018
Figure 138: Ownership of Electronic Wallets within Sex Groups; 2018
Male 22.4%
Male 22.4%
Female 20.8%
Female 20.8%
0% 5% 10% 15% 20% 25% 30%

0% 5% 10% 15% 20% 25% 30%
the survey estimated that about 70 percent of the individuals aged 10 years and older that owned an
The survey
e-wallet estimated
account that about
were below 70of
the age percent of Less
35 years. the individuals agedof10 years and older
aged that
The survey estimated that about 70 percent of the than 10 percent
individuals aged the individuals
10 years and older 10 years
that
owned an that
and older e-wallet account
indicated were
that they below
owned an the age were
e-wallet of 35 above
years.the
Less
age than
of 55 10 percent of the
years.
owned an e-wallet account were below the age of 35 years. Less than 10 percent of the
individuals aged 10 years and older that indicated that they owned an e-wallet were above
individuals aged 10 years and older that indicated that they owned an e-wallet were above
the age of 55 years.
the age of 55 years.
Page | 88
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Figure 139: Distribution of Ownership of Electronic Wallets by Age Groups; 2018
25% 139:
Figure
Distributionofofownership
Ownershipofof Electronic
electronic Wallets
wallets by Age
by age Groups;
groups; 20182018
25%
19.1%
20%
16.5% 19.1%
20%
16.5%
15% 13.5%
12.8%
15% 13.5%
12.8%
10% 6.8% 8.9%
6.6%
10% 6.8% 8.9% 5.8%
6.6%
5% 3.3%
5.8% 4.0%
.7%
5% 3.3% 2.1%
4.0%
0% .7% 2.1%
10 - 14 15 - 19 20 - 24 25 - 29 30 - 34 35 - 39 40 - 44 45 - 49 50 - 54 55 - 59 60 - 64 65+
0%
10 - 14 15 - 19 20 - 24 25 - 29 30 - 34 35 - 39 40 - 44 45 - 49 50 - 54 55 - 59 60 - 64 65+
5.1.1. Phone Banking Services and Online Banking Services
The majority of commercial bank accounts held by individuals aged 10 years and older
5.1.1. Phone 5.1.1.Banking
Phone Services
Banking and Services
Online and Online Services
Banking Banking Services
were enabled for phone banking services accounting for 65.9 percent of all the individuals
The majority of commercial bank accounts held by individuals aged 10 years and older
The
agedmajority
10 years of commercial
and older that bankreported
accounts held
to ownby individuals
a commercialaged 10 years
bank and older
account. Onwere
the enabled
other for
were enabled
phone for phone banking for services accounting for 65.9 percentaged
of all the individuals
hand, only 29.5 percent of the individuals aged 10 years and older that indicated that older
banking services accounting 65.9 percent of all the individuals 10 years and they that
aged 10 years
reported to ownand older that bank
a commercial reported to own
account. On thea commercial
other hand, onlybank29.5account.
percentOn of the
the other
individuals
owned a commercial bank account had their accounts enabled for online (internet)
hand,
aged 10only
years29.5
andpercent
older that of the individuals
indicated that theyaged 10 years
owned and older
a commercial that
bank indicated
account had that
theirthey
accounts
bankingfor
enabled services.
online There was
(internet) a relatively
banking services. larger
There proportion
was a of individuals
relatively larger aged 10
proportion of years
individuals
owned a commercial bank account had their accounts enabled for online (internet)
and older
aged 10 years with
andaccounts
older with that were enabled
accounts that werefor eitherfor
enabled online
eitherbanking or phone
online banking banking
or phone banking
banking services. There was a relatively larger proportion of individuals aged 10 years
services
servicesthat
thatwere
werebased basedin in
urban areas
urban compared
areas compared to rural areas.areas.
to rural
and older with accounts that were enabled for either online banking or phone banking
Figure
Figure 140:
services Ownership
140:that were based
Ownership of
ofaccounts with
in urban
accounts phone
areas
with phone banking
bankingand
compared toonline
and ruralbanking
online bankingservices;
areas. 2018
services; 2018
Figure 140: Ownership of accounts with phone banking and online banking services; 2018 Online Banking
29.5%
National
65.9% Phone
OnlineBanking
Banking
29.5%
National
65.9% Phone Banking
33.6%
Urban
70.2%
33.6%
Urban
70.2%
16.3%
Rural
52.7%
16.3%
Rural
52.7%
0% 10% 20% 30% 40% 50% 60% 70% 80%
0% 10% 20% 30% 40% 50% 60% 70% 80%
5.2. Usage of Digital Financial Services by Households

The survey established that at least 48.9 percent of all the households across the country
had used digital financial services before. However, the proportion of households in
The survey established that at least 48.9 percent of all the households across the country
had used digital financial services before. However, the proportion of households in
Page | 89

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www.zicta.zm107

urban areas that had used digital financial services was relatively higher than in rural
The
urbansurvey established
areas that had that at least 48.9financial
percent ofservices
all the households across higher
the country
thanhad
in used digital
financial 71.0used
services before.
digital
percent
However, of
thethe households
proportion
was relatively
in urban
of households areas indicated
in urban that
areas that they
had
rural
haddigital
used
used digital 71.0
financial percentbefore
services of thewhile
households in percent
only areas.
30.7 urban areas indicated that theyareas
of households had
financial services was relatively higher than in rural Specifically, 71.0 percentinofrural
the households
used
in digital
reported
urban thatfinancial
areas they hadservices
indicated usedthey
that before
digital while
financial
had used only 30.7 percent
services.
digital financial servicesofbefore
households in rural
while only 30.7 areas
percent of
reported that
households they areas
in rural had used digital
reported thatfinancial
they had services.
used digital financial services.
Figure 141: Usage of digital financial services by households across regions; 2018
Figure
Figure 141:
141: Usage
Usage of
of digital
digitalfinancial
financialservices
servicesbybyhouseholds
householdsacross regions;
across 2018
regions; 2018
National 48.9%
National 48.9%
Urban 71.0%
Urban 71.0%
Rural 30.7%
Rural 30.7%
0% 10% 20% 30% 40% 50% 60% 70% 80%
0% 10% 20% 30% 40% 50% 60% 70% 80%
Lusaka,Copperbelt
Lusaka, Copperbeltand and Central
Central Provinces
Provinces had a higher
had a relatively relatively higherof proportion
proportion of had
households that
Lusaka,
households Copperbelt and Central Provinces had a relatively higher proportion of
indicated thatthat
theyhad indicated
used that they
digital financial used digital
services financial
constituting 67.7 services constituting
percent, 66.1 percent 67.7
and 47.4
households
percent,
percent 66.1that had and
percent
respectively. indicated that they
47.4 percent used digital financial services constituting 67.7
respectively.
percent, 66.1 percent and 47.4 percent respectively.
Figure
Figure 142:
142: Usage
Usage of
of digital
digitalfinancial
financialservices
servicesbybyhouseholds
householdsacross provinces;
across 2018
provinces; 2018
Figure 142: Usage of digital financial services by households across provinces; 2018
Lusaka 67.7
Lusaka 67.7
Copperbelt 66.1
Copperbelt 66.1
Central 47.4
Central 47.4
Muchinga 45.0
Muchinga 45.0
Southern 43.4
Southern 43.4
Luapula 41.7
Luapula 41.7
North Western 35.8
North Western 35.8
Western 34.6
Western 34.6
Eastern 33.3
Eastern 33.3
Northern 29.8
Northern 29.8
0 10 20 30 40 50 60 70 80
0 10 20 30 40 50 60 70 80
However,
However,relatively lower
relatively lowerlevels of usage
levels of digital
of usage financial
of digital services
financial by households
services were observed
by households were in
Northern,
However,in Eastern and
relatively Western
lower Provinces
levelsand accounting
of usage of digitalfor 29.8 percent,
financial 33.3
servicesfor percent
by29.8 and
households 34.6 percent
observed Northern, Eastern Western Provinces accounting percent,were
33.3
respectively.
observedandin 34.6
Northern,
percent percentEastern and Western Provinces accounting for 29.8 percent, 33.3
respectively.
percent
The and 34.6
majority percent
of the respectively.
households that indicated that they had used digital financial services before,
The majority
constiting 75.9of the households
percent that indicated
of the households that hadthat
usedthey had
digital usedservices
fincial digitalbefore,
financial services
were headed by
The majority
males. of the households that indicated that they had used digital
before, constiting 75.9 percent of the households that had used digital fincial servicesfinancial services
before,
before, constiting
were headed 75.9bypercent
males. of the households that had used digital fincial services
before, were headed by males.
Page | 90
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Figure 143: Usage of digital financial services by sex of head of household; 2018
Figure
Figure143:
143:Usage
Usageofofdigital
digitalfinancial services
financial by by
services sexsex
of of
head of of
head household; 2018
household; 2018
Female headed
households
Female headed
24.1%
households
NATIONAL
24.1%
NATIONAL
48.9% Male headed
Households
48.9% Male headed
75.9%
Households
75.9%
5.3. Extent of Usage of Digital Financial Services by Households

TheExtent
5.3. majority ofof the households
Usage reported using
of Digital Financial digital
Services by financial
Householdsservices for receiving and
5.3. Extent of Usage of Digital Financial Services by Households
sending money representing 92.8 percent and 77.6 percent respectively. However, only
The majority
Thepercent
majority of thethe
households reported usingusing
digitaldigital
financial services for receiving
forand sendingand
money
2.5 ofof households
the households reported
that indicated that they financial services
used digital receiving
representing 92.8 percent and 77.6 percent respectively. However, only 2.5financial
percent ofservices for
the households
sending
paying
that money
school
indicated that representing
fees while
they used 92.8 financial
4.1digital
percentpercent and 77.6for
of households
services percent
paying respectively.
reported they used
school However,
feesthem
whilefor only of
4.1paying
percent
2.5 percent
water of the households
bills.reported
households they used them thatfor
indicated thatbills.
paying water they used digital financial services for
paying school fees while 4.1 percent of households reported they used them for paying
Figure
Figure144:
144:Uses
Usesfor
fordigital
digitalfinancial
financialservices byby
services households; 2018
households; 2018
water bills.
Figure 144: Uses

Receiving for digital financial services by households; 2018
money 92.8%
Sending money 77.6%

Receiving money 92.8%
Pay electricity bills 23.1%

Sending money 77.6%
Pay bills for pay TV 16.2%
Pay electricity bills 23.1%
Other 8.8%
Pay bills for pay TV 16.2%
Pay water bills 4.1%
Other 8.8%
Pay school fees 2.5%
Pay water bills 4.1%
Pay school
5.4. Access Usage 2.5%
andfees of Digital Financial Services by Individuals
5.4.Awareness
5.4.1. Access and UsageFinancial
of Digital of DigitalServices
Financial Services by Individuals
The level of5.4.1. Awareness
awareness on the of Digitaldigital
existence Financial Services
financial services currently on offer in Zambia among
The level of
all individuals awareness
aged 10 yearson
and the existence
older was digital
estimated financial
at 67.2 services
percent. currently
Lusaka, on and
Copperbelt offerSouthern
in
5.4. Access and Usage of Digital Financial Services by Individuals
Zambia among
Provinces all for
accounted individuals
the largestaged 10 years
proportion and olderaged
of individuals was10estimated at 67.2
years and older percent.
that were aware
5.4.1. Awareness of Digital Financial Services
of the existence
Lusaka, of digital
Copperbelt andfinancial
Southern services amounting
Provinces 21.3 percent,
accounted for the14.9 percent
largest and 13.1 percent
proportion of
The level of awareness on the existence digital financial services currently on offer in
respectively.
Zambia among all individuals aged 10 years and older was estimated at 67.2 percent.
Lusaka, Copperbelt and Southern Provinces accounted for the largest proportion of
Page | 91

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www.zicta.zm109
individuals
individuals aged
aged 10
10 years
years and
and older
olderthat
thatwere
wereaware
awareofofthe
theexistence
existenceofofdigital
digitalfinancial
financial
services
services amounting
amounting 21.3
21.3 percent,
percent,14.9
14.9percent
percentand
and13.1
13.1percent
respectively.
Figure
Figure
145: Awareness of
Awarenessof digital
ofdigital financial
services
financial by
by
services province;
province;
by 2018
2018
province; 2018
Western
Western
5.0% Central
Central
Southern
Southern 5.0% 9.4%
13.1% 9.4%
13.1%
North Copperbelt
NorthWestern
Western Copperbelt
14.9%
3.9%
3.9% 14.9%
NATIONAL
NATIONAL
Northern
Northern
6.8%
6.8% 67.2%
67.2%
Eastern
Eastern
Muchinga
Muchinga 11.0%
11.0%
5.0%
5.0%
Lusaka
Lusaka Luapula
Luapula
21.3%
21.3% 9.6%
9.6%
About
About 62.9
About62.9 percent
percentofof
62.9percent the
ofthe individuals
individuals
the individualsagedaged 10
10years
10 years
aged and
andolder
and older
years that that
thatindicated
indicated
older that they
indicated that they
were
that aware of
they
were
the aware
existence of
of the existence
digital financial of digital
services infinancial
Zambia services
were belowin Zambia
the age ofwere
were aware of the existence of digital financial services in Zambia were below the age percent
35 below
years. Lessthe age
than 10ofof
of
35 the people
years. Less that
thanindicated
10 percentthatofthey
the were aware
people that about the that
indicated existence
they of digital
were aware financial
about services
the in
35 years. Less than 10 percent of the people that indicated that they were aware about the
Zambia were
existence above 55 years.
existence of
of digital
digital financial
financialservices
servicesin inZambia
Zambiawere
wereabove
above5555years.
years.
Figure 146: Distribution of individuals aware of the existence of digital financial services by age; 2018
Figure
Figure 146:
146: Distribution
Distribution of
ofindividuals
individualsaware
awareofofthe
theexistence
existenceofofdigital
digitalfinancial
financialservices
servicesbyby
age; 2018
age; 2018
16% 14.9%
14.9%
16% 13.4%
13.4% 13.7%
13.7%
14%
14%
10.3%
10.3%
12% 10.6%
10.6%
12%
9.8%
9.8%
10%
10%
7.4%
7.4%
8%
8%
5.5%
5.5%
6%
6% 4.4%
4.4% 4.4%
4.4%
4% 2.9%
2.9% 2.6%
4% 2.6%
2%
2%
0%
0%
10
10 -- 14
14 15
15 -- 19
19 20
20--24
24 25
25--29
29 30
30- -34
34 35
35- -39
39 40
40- -4444 4545- 49
- 49 5050- 54
- 54 5555- 59
- 59 6060
- 64
- 64 65+
65+
There
There were negligible differences observed in the proportion of males and females that were aware of
There were
were negligible
negligible differences
differences observed
observedininthe theproportion
proportionofofmales
malesandandfemales
femalesthat
that
the
wereexistence
aware of digital financial services in Zambia. Specifically, an equal proportion of approximately
67.0 aware of
werepercent of
the
the existence
of individuals
existence of digital financial
agedof10digital financial
years and
services
services
older within
ininZambia.
each Zambia. Specifically, ananequal
sex groupSpecifically,
was aware of theequal
existence
proportion
proportion of
of approximately
approximately 67.0
67.0 percent
percent
of digital financial services offered in Zambia. of
of individuals
individuals aged
aged 10
10years
years and
and older
older within
within
each
each sex
sex group
group waswas aware
aware ofofthe
theexistence
existenceof ofdigital
digitalfinancial
financialservices
servicesoffered
offeredininZambia.
Zambia.
Figure 147:
Awareness of
of existence
existenceof
ofdigital
financial within
services sexsex
within groups; 2018
groups; 2018
Males 67.3%
Page
Page| |9292
Females 67.2%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
110 5.4.2. Usage of Digital Financial Services

The survey estimated that about 29.5 percent of individuals aged 10 years and older in the
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

5.4.2. Usage 5.4.2.of Usage
DigitalofFinancial
Digital Financial
Services Services
The survey estimated that about 29.5 percent of individuals aged 10 years and older in the
The survey
country estimated
have that before
transacted about 29.5 percent
using digitaloffinancial
individuals aged 10Ityears
services. was and olderobserved
further in the country
have transacted before using digital financial services. It was further observed that over 48.7 percent of
that over 48.7 percent of the individuals aged 10 years and older based in urban areas had
the individuals aged 10 years and older based in urban areas had used digital financial services before
used digital financial services before while only 16.9 percent of individuals aged 10 years
while only 16.9 percent of individuals aged 10 years and older based in rural areas had used the services
and
before. older based in rural areas had used the services before.

Figure148:
Figure 148:Usage
Usageofofdigital
digital financial
financial services
services by
by individuals
individuals within
withinregions;
regions;2018
2018
National 29.5%
Urban 48.7%
Rural 16.9%
0% 10% 20% 30% 40% 50% 60%
The Copperbelt, Lusaka and Southern Provinces had the highest concentration of individuals aged 10
The
years Copperbelt,
and older thatLusaka
had used and Southern
digital financialProvinces had the
services before. highest47.9
Specifically, concentration of
percent of individuals
individuals
aged 10 yearsaged 10 years
and older based and
in theolder that had
Copperbelt used indicated
Province digital financial services
that they had before.
used digital financial
services before
Specifically, while
47.9 Lusaka
percent and Southernaged
of individuals Provinces
10 yearsaccounted
and olderforbased
47.3 percent and 28.2 percent
in the Copperbelt
respectively.
Province indicated that they had used digital financial services before while Lusaka and
Southern
Figure 149:Provinces
Figure149: Usage
Usageof accounted
ofdigital
digitalfinancialfor
financial 47.3 percent
services by by
services and 28.2
individuals percent
across
individuals respectively.
provinces;
across 20182018
provinces;
Copperbelt 47.9%
Lusaka 47.3%
Southern 28.2%
Page | 93
Central 26.4%

Muchinga 26.3%
Luapula 24.9%
Western 20.4%
North Western 17.8%
Northern 15.7%
Eastern 15.7%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0%

There was a relatively higher proportion of males that indicated that they had used digital
financial services before compared to females. Specifically, 30.5 percent of all the males
indicated that they had used digital financial services while 28.5 percent of all the females
were estimated to have used digital finanicial services.

Figure 150: Usage of Digital Financial Services within Sex Groups; 2018
www.zicta.zm111
Eastern 15.7%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0%

There was a relatively higher proportion of males that indicated that they had used digital
There was a relatively higher proportion of males that indicated that they had used digital financial
financial services before compared to females. Specifically, 30.5 percent of all the males
services before compared to females. Specifically, 30.5 percent of all the males indicated that they had
indicated
used digitalthat theyservices
financial had used digital
while 28.5financial
percent ofservices while 28.5
all the females werepercent of to
estimated allhave
the females
used digital
were estimated
finanicial services. to have used digital finanicial services.

Figure 150: Usage
Figure of Usage
150: digital of
financial
Digitalservices within
Financial sex groups;
Services within2018
Sex Groups; 2018
Male 30.5%
Female 28.6%
0% 5% 10% 15% 20% 25% 30% 35% 40%

about 55.9 percent of all the indivuals aged 10 years and older that indicated that they had used digital
fiancial services in the past were below the age of 35 years.This was indicative that more young people were
About
open to 55.9
usingpercent of all the
digital financial indivuals
services aged
than the 10 population.
older years and older that indicated that they had
used digital fiancial services in the past were below the age of 35 years. This was indicative
Figure 151:Figure 151: Distribution
Distribution of Users
of users of digital of Digital
financial Financial
services Services
across age groupsacross Age Groups
that more young people were open to using digital financial services than the older
20%
population. 18.1%
18% 16.0%
16%
13.0%
14%
12.6%
12%
10% 8.9%
Page | 94
7.4%
8% 6.6%
5.6%
6% 4.2%
3.5%
4% 2.6%
2%
1.4%
0%
10 - 14 15 - 19 20 - 24 25 - 29 30 - 34 35 - 39 40 - 44 45 - 49 50 - 54 55 - 59 60 - 64 65+

overtime, there has been a marked improvement in the proportion of individuals aged 10 years and older
Overtime,
who there
are aware of thehas been aofmarked
existence improvement
digital financial services asin the
well as proportion
those that useoftheindividuals aged
services. In 2013,
10 years
only and older
26.4 percent who areaged
of individuals aware of the
10 years andexistence
older reportedof digital financial
to be aware of theservices
existenceasofwell
digitalas
financial
those that use the services. In 2013, only 26.4 percent of individuals aged 10 years2018
services and subsequently this proportion increased to 45.9 percent in 2015. However, in and
the proportion of individuals aged 10 years and older that reported to be aware of the existence of
older financial
digital reported to be increased
services aware oftothe existence
67.2 percent. of digitalthere
Similarly, financial
has beenservices
a marked andimprovement
subsequently in
thisusage
the proportion increased
of digital financial to 45.9
services frompercent in in
8.9 percent 2015.
2013However, in 2018
to 30.0 percent in 2015the
andproportion
subsequentlyof
43.8 percent ofaged
individuals among 10those
yearsaware
and of the availability
older of digital
that reported to financial
be aware services.
of the existence of digital
financial services increased to 67.2 percent. Similarly, there has been a marked
improvement in the usage of digital financial services from 8.9 percent in 2013 to 30.0
percent in 2015 and subsequently 43.8 percent of among those aware of the availability of
digital financial services.
Table 4: Access and usage of digital financial services, 2013 - 2018

Indicator 2013 2015 2018
Proportion of individuals aware of the existence of
Table 4: Access and usage of digital financial services, 2013 - 2018
Indicator 2013 2015 2018

Proportion of individuals aware of the existence of Digital
26.4% 45.9% 67.2%
Financial Services
Proportion of individuals aware of the existence of Digital Finan-
69.3% 58.1% 49.2%
cial Services based in urban Areas
Individuals that use Digital Financial services as a proportion of

8.9% 30.0% 43.8%
those who are aware of the existence of the service
5.4.3. Challenges with Access to Digital Financial Services

The main reason cited by individuals aged 10 years and older that had not used digital financial services
was that they had no resources to use the services or they were not registered accounting for 54.4
percent and 39.1 percent of all the individuals aged 10 years and older that had not used digital financial
attributed
services their
before. challenges
A very to low of
small proportion transaction thresholds
individuals aged andolder
10 years and not that
having trust
had not usedindigital
the
financial services before attributed their challenges to low transaction thresholds and
services accounting for 0.5 percent and 1.6 percent of the individuals aged 10 years and not having trust
in the services accounting for 0.5 percent and 1.6 percent of the individuals aged 10 years and older
older had not used digital financial services.
had not used digital financial services.
Figure
Figure152:
152:Barriers
Barrierstotoaccess
accesstoto
digital financial
digital services;
financial 20182018
services;
Have no money 54.4%
Not registered 39.1%
No access to services 21.1%
Preference to transact with cash 11.3%
It’s expensive 5.9%
phobia of technology 4.1%
Feel insecure 2.1%
Unreliable services 2.0%
Not trustworthy 1.6%
Low transaction threshold 0.5%
0% 10% 20% 30% 40% 50% 60%
5.4.4. Extent
5.4.4.of Usage
Extent ofofDigital
Usage of Financial
DigitalServices
Financial among Individuals
Services among Individuals
The most
The mostpopular
popular uses
uses for for digital
digital financial
financial servicesservices among individuals
among individuals aged 10 yearsaged 10 years
and older and
included
older included
sending sending
and receiving money and receiving
accounting formoney accounting
88.7 percent and 72.5for 88.7 percent
percent and 72.5
of the people aged percent
10 years
and older
of the that indicated
people aged 10that theyand
years had older
used the
thatservices respectively.
indicated that theyThe had
proportion of individuals
used the services
aged 10 years and older using digital financial services for savings, buying airtime and paying utility bills
respectively. The proportion of individuals aged 10 years and older using digital financial
as a share of those that had used the services before was estimated at 37.8 percent, 35.6 percent and
services
18.2 for respectively.
percent savings, buying
The leastairtime and paying
prominent uses of utility bills as included
these services a share among
of those thatthings
other had
used thepayments
merchant servicesandbefore wasofestimated
payment taxes. at 37.8 percent, 35.6 percent and 18.2 percent
respectively. The least prominent uses of these services included among other things
merchant payments and payment of taxes.
Figure 153: Uses of digital financial services by individuals; 2018

Sending money 72.5%
Savings 37.8%
Buy airtime 35.6% www.zicta.zm113
Pay for utility bills 18.2%
services for savings, buying airtime and paying utility bills as a share of those that had
used the services before was estimated at 37.8 percent, 35.6 percent and 18.2 percent
2018 N ATIONAL ICT SURVEY REPORT respectively. The least prominent uses of these services included among other things
merchant payments and payment of taxes.
Figure
Figure 153:
153: Uses
Uses of
of digital
digitalfinancial
financialservices byby
services individuals; 2018
individuals; 2018

Sending money 72.5%
Savings 37.8%
Buy airtime 35.6%
Pay for utility bills 18.2%
Pay for insurance 2.2%
Pay school/tuition fees 1.7%
Make merchant payments 1.3%
Other 0.8%
Pay hospital bills .7%
Pay taxes .6%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
5.4.5. Usage of Digital Financial Services across Providers
The most widely used digital financial service providers were reported to be MTN money,
5.4.5. Usage of Digital Financial Services across Providers
Airtel money and Zoona accounting for 56.9 percent, 44.7 percent and 35.7 percent of all
The the most
people aged
widely 10 digital
used years financial
and older thatproviders
service reportedwere
that reported
they hadtotransacted Page
using
be MTN money, | money
96
digital
Airtel
financial
and Zoonaservices
accounting for 56.9 percent,
before respectively. 44.7 percent and 35.7 percent of all the people aged 10 years
and older that reported that they had transacted using digital financial services before respectively.
Figure 154: Usage
Figure of Usage
154: Digitalof
Financial
Digital Services
FinancialbyServices
Individuals across Providers;
by Individuals across2018
Providers; 2018
MTN Money 56.9%
Airtel Money 44.7%
Zoona 35.7%
Xapit 6.1%
Shoprite Money Transfer 5.5%
Swiftcash 3.5%
FNB e-Wallet 2.5%
Kazang (Spagris) 2.0%
Zamtel Kwacha 1.9%
Cash Send (Barclays) 1.2%
Payment Cards (e-Voucher) 0.5%
Other 0.4%
Stanbic IM Voucher 0.3%
Speed Pay 0.1%
Broad Pay 0.0%
The survey further established that MTN Money and Airtel Money were the most frequently used digital
The survey
financial further
services amongestablished that10MTN
individuals aged yearsMoney and
and older Airtel Money
constituting were ofthe
proportions most
49.6 percent
frequently
and usedrespectively.
37.4 percent digital financial
Zoona and services amonghad
Xapit equally individuals aged 10 years
a sizeable proportion and older
of individuals aged 10
years and olderproportions
constituting that indicated
of that
49.6they used and
percent the services most respectively.
37.4 percent frequently amounting
Zoona 6.6
andpercent
Xapit and
3.2 percent respectively. The majority of providers accounted for less than 1 percent of the users of
equally had a sizeable proportion of individuals aged 10 years and older that indicated
digital financial services that reported to use the service provider most frequently.
that they used the services most frequently amounting 6.6 percent and 3.2 percent
respectively. The majority of providers accounted for less than 1 percent of the users of
digital financial services that reported to use the service provider most frequently.
Figure 155: Frequently used digital financial service providers by individuals; 2018

Figure
Figure155:
155:Frequently
Frequentlyused digital
digitalfinancial service providers by by
individuals; 20182018
MTNused
Money financial service providers individuals; 49.6%
Airtel Money 37.4%
MTN Money 49.6%
Zoona 6.6%
Airtel Money 37.4%
Xapit 3.2%
Zoona 6.6%
Shoprite money transfer 0.8%
Xapit 3.2%
Swiftcash 0.7%
Shoprite money transfer 0.8%
Cash send (Barclays) 0.6%
Swiftcash 0.7%
Zamtel Kwacha 0.5%
Cash send (Barclays) 0.6%
FNB e-Wallet 0.5%
Zamtel Kwacha 0.5%
Atlas Mara 0.1%
FNB e-Wallet 0.5%
Payment cards (e-Voucher etc.)
Atlas Mara 0.0%
0.1%
Stanbic
Payment cards IM Voucher
(e-Voucher etc.) 0.0%
0.0%
Kazang
Stanbic (Spagris)
IM Voucher 0.0%
0.0%
KazangBroad Pay
(Spagris) 0.0%
0.0%
Speed Pay
Broad Pay 0.0%
0.0%
Speed Pay 0.0%
5.4.6. Challenges with usingwith

5.4.6. Challenges Digital Financial
using DigitalServices
Financial Services
Themajority
The majority ofof
5.4.6.thethe individuals
Challenges
individuals withaged
aged 10using10Digital
years years
and and older
Financial
older that that indicated
Services
indicated thatused
that they had they had financial
digital
usedmajority
The digital
services before,financial services
ofconstituting
the individuals before,
aged 10constituting
87.8 percent, years and
pointed 87.8they
older
out that percent,
thathad pointed
indicated
never thatout that
they
experienced they
had
any had
problems
while
used using
neverdigital digital
experienced financial
financial any services.
problems
services while
before, using digital
constituting 87.8financial
percent, services.
pointed out that they had
never156:
Figure experienced
Individuals anythat problems
experiencedwhile using
challenges digital
while usingfinancial services.
digital financial services; 2018
Figure 156: Individuals that experienced challenges while using digital financial services; 2018
Figure 156: Individuals that experienced challenges while using digital financial services; 2018
Experienced
problems
ExperiencedWhile
Using Digital
problems While
Financial Services
Using Digital
Financial12.2%
Services
12.2%
Never Experienced
problems
Never While
Experienced
Using Digital
problems While
Financial Services
Using Digital
87.8%
Financial Services
87.8%
The most prominent challenges experienced while using digital financial services were system failure and
insufficient float by agents accounting for 55.7 percent and 39.2 percent of individuals aged 10 years and older
that had used digital financial services and experienced some challenges. The least prominent challenges relat-
ed to fraud and non-receipt of funds accounting for 6 percent and 12.3 percent of all the individuals aged 10
years and The most
older thatprominent challenges
had experienced experienced
challenges while usingwhile
digital using digital
financial financial services were
services.
The most prominent challenges experienced while using digital financial services were
system failure and insufficient float by agents accounting for 55.7 percent and 39.2 percent
system failure and insufficient float by agents accounting for 55.7 percent and 39.2 percent
Page | 98
Page | 98

www.zicta.zm115
experienced
years some
and older thatchallenges. The least
had experienced prominent
challenges challenges
while related
using digital to fraud
financial and non-
services.
receipt of funds accounting for 6 percent and 12.3 percent of all the individuals aged 10
years 157:
Figure andChallenges
older thatexperienced
had experienced challenges
while using while services;
digital financial using digital
2018 financial services.
Figure
Figure157:
157:Challenges
Challengesexperienced
experiencedwhile
while
System
using digital
using
failure
financial
digital services;
financial 2018 2018
services; 55.7%
Insufficient float (agent unable to send due to

39.2%
insufficient e-value)System failure 55.7%
Slow transmission
Insufficient of(agent
float funds to intended
unable recipient
to send due to 23.4%
39.2%
insufficient e-value)
Lack of liquidity (agents) 21.1%
Slow transmission of funds to intended recipient 23.4%
Non-receipt of notification 16.6%
Lack of liquidity (agents) 21.1%
Limited access points or agents 15.8%
Non-receipt of notification 16.6%
Non-receipt of transferred money by the recipient 12.3%
Limited access points or agents 15.8%
Fraud 6.0%
Non-receipt of transferred money by the recipient 12.3%
0% 10% 20% 30% 40% 50% 60%
Fraud 6.0%
0% 10% 20% 30% 40% 50% 60%

5.4.7. Regulation of Digital Financial Services
Only 3.2
5.4.7. percent ofof
Regulation allDigital
the individuals
Financialaged 10 years and older across the country indicated
Services
that they 5.4.7.
were aware of an institution that is responsible for the regulation of digital
Only 3.2 percent ofRegulation of Digital
all the individuals Financial
aged 10 years andServices
older across the country indicated that they
financial
Onlyaware servicesof in
3.2 percent all Zambia.
thethat This proportion
individuals agedfor10the
yearswas
andrelatively
older larger
across in urbanindicated
the country areas
were of an institution is responsible regulation of digital financial services in Zambia.
compared
This to rural
that proportion
they were was areas
aware constituting
of
relativelyan
larger 6.3 percent
institution
in urban that and 1.2 percent
areasiscompared
responsible forrespectively.
to rural the regulation
areas constituting of
6.3 digital
percent
and 1.2 percent respectively.
financial services in Zambia. This proportion was relatively larger in urban areas
compared
Figure 158: to 158:
Figure rural
Awareness areas
of constituting
digital
Awareness financial 6.3 percent
of Digitalservices and
regulation
Financial 1.2 percent
byRegulation
Services region; respectively.
2018by Region; 2018
Figure 158: Awareness of Digital Financial Services Regulation by Region; 2018

National 3.2%
National 3.2%
Urban 6.3%
Urban 6.3%
Rural 1.2%
Rural 1.2%
lusaka and Copperbelt Provinces accounted for the largest proportion of individuals aged 10 years
Lusaka
and olderand
that Copperbelt
indicated thatProvinces
they were accounted for the largest
aware of an institution proportion
responsible of individuals
for the regulation of digital
aged 10 years and older that indicated that they were aware of an institution
financial services accounting for 31.2 percent and 15 percent respectively. Eastern and Northern responsible
for the regulation
Provinces accountedof fordigital financial
the lowest services
proportion accounting
of individuals agedfor
10 31.2
yearspercent
and olderand
that15indicated
percentthat
Lusaka
they were and Copperbelt
aware of an Provinces
institution accounted
responsible for the for the largest
regulation of proportion
digital financial of individuals
services accounting
respectively. Eastern and Northern Provinces accounted for the lowest proportion of
aged
for 2.610 years and
percent and1.4older thatofindicated
percent the total that
numberthey of were
peopleaware
aged 10of years
an institution
and older responsible
that indicated
that
for the theyregulation
were awareof of digital
an institution responsible
financial servicesforaccounting
the regulation
forof31.2
digital financial
percent andservices.
15 percent
Page | 99
respectively. Eastern and Northern Provinces accounted for the lowest proportion of
Page | 99

individuals aged 10 years and older that indicated that they were aware of an institution
responsible for the regulation of digital financial services accounting for 2.6 percent and
1.4 percent of the total number of people aged 10 years and older that indicated that they

were aware of an institution responsible for the regulation of digital financial services.
Figure
Figure159:
159:Awareness
Awarenessofofexistence
existenceofofregulator
regulatorfor
fordigital financial
digital services
financial by province;
services 20182018
by province;
Northern Western
Eastern
2% 4%
3%
North Western
5%
Muchinga
National 6%
Lusaka 3.2%
31% Central
9%
Southern
Copperbelt
12%
15% Luapula
13%
5.4.8. Channels of Redress for Challenges related to Digital Financial Services

5.4.8. Channels of Redress for Challenges related to Digital Financial Services
Only 14.2 percent of individuals aged 10 years and older that indicated that they had transacted using
digital
Only financial services
14.2 percent of indicated that they
individuals agedwere aware and
10 years of channels
older of redress
that in the that
indicated eventthey
of a problem
had
during usage of the services. Southern and North-Western Provinces had the highest concentration of
transacted using digital financial services indicated that they were aware of channels of
individuals that indicated that they were aware of some channels for redress of any challenges regarding
redress
digital in theservices
financial event constituting
of a problem 25.2during
percentusage of percent
and 20.7 the services. Southern
respectively. andProvince
Central North-had
Western
the lowestProvinces hadofthe
concentration highest aged
individuals concentration ofolder
10 years and individuals that indicated
that indicated that aware
that they were they of
some
were channels
aware of forsome
redress of any challenges
channels regarding
for redress of anydigital financial regarding
challenges services constituting 2.0 percent.
digital financial
services
Figure 160:constituting 25.2 percent
Awareness of avenues and for
for redress 20.7 percent
digital respectively.
financial Central Province had the
services; 2018
Figure 160: Awareness of avenues for redress for digital financial services; 2018
lowest concentration of individuals aged 10 years and older that indicated that they were
awareSouthern
of some channels for redress of any challenges regarding digital financial
25.2%services
constituting 2.0 percent.
North Western 20.7%
Luapula 18.6%
Copperbelt 16.4%
Lusaka 13.8%
Western 11.6%
Muchinga 9.9%
Northern 8.7%
Eastern 8.6%
Central 2.0%
0% 5% 10% 15% 20% 25% 30%
The majority
The majorityofofindividuals
individuals
agedaged 10 years
10 years and that
and older older that indicated
indicated that theythat
werethey
awarewere
of aware
the
Page |channels
100
ofof
the channels
redress for of
problems redress for
associated problems
with digital associated
financial with
services, digital
constitutingfinancial
80.9 services,
percent, indicated
that they would80.9
constituting report their challenges
percent, indicated first
thattothey
the provider of the digital
would report financial services.
their challenges first to the
provider of the digital financial services.
Figure 161: First point of contact for complaints with digital financial services; 2018
Bank of Zambia
5.2% Zambia Information
Other www.zicta.zm117
and Communications
1.7% Technology Authority
of the channels of redress for problems associated with digital financial services,
constituting 80.9 percent, indicated that they would report their challenges first to the
provider of the digital financial services.
Figure
Figure 161:
161: First
Firstpoint
pointof
ofcontact
contact for
for complaints
complaintswith
withdigital
digitalfinancial services;
financial 2018
services; 2018
Bank of Zambia
5.2% Zambia Information
Other and Communications
1.7% Technology Authority
4.3%
Zambia Police
5.7%
Competition and
Consumer Protection
Commission
2.2%
Service provider
(DFS)
80.9%

However, the majority of individuals aged 10 years and older that indicated that they were aware of the
channels of redress for digital financial services indicated that they would escalate their complaints if
However,
they were nottheresolved
majority to of
theindividuals
Zambia policeaged
and 10 yearsInformation
Zambia and olderand thatCommunications
indicated that Technology
they
were aware
Authority of the channels
accounting of redress
for 39.8 percent for digital
and 20.9 percentfinancial services indicated that they
respectively.
would escalate their complaints if they were not resolved to the Zambia police and
Figure
Figure162:
162:Escalation
Escalationofofcomplaints
complaintsrelated totodigital
related financial
digital services;
financial 2018
services; 2018
Zambia Information and Communications Technology Authority accounting for 39.8
percent andOther
20.9 percent respectively. Bank of Zambia
12.0%
11.3%
Zambia InformationPage | 101
and Communications
Technology
Authority
20.9%
Zambia Police
39.8% Competition and
Consumer Protection
Commission
9.7%
Service provider
(DFS)
6.3%
The
Thesurvey showed
survey showed that most
that of the individuals
most aged 10 years
of the individuals and 10
aged older that had
years andexperienced
older that problems
had
while using digital financial services, accounting for 49.6 percent of individuals that indicated that they
experienced
had problems
experienced while using
some problems, digital
did not financial
report services,encountered
the problems accounting anywhere.
for 49.6 percent
Only 33.6
percent of the individuals aged 10 years and older that indicated that they had experiencedthesome
of individuals that indicated that they had experienced some problems, did not report
problemsreported
problems encountered anywhere.
the problems Only
to the 33.6 percent
service providerofwhile
the individuals
1.9 percent aged 10 years
reported to theand
police.
The
older that indicated that they had experienced some problems reported the problems to and
industry regulators of various aspects of digital financial services such as Zambia Information
Communications Technology
the service provider whileAuthority, Competition
1.9 percent reported to andthe
Consumer Protection
police. The industryCommission
regulatorsandof the
Bank of Zambia received the lowest proportion of complaints amounting less than 1 percent collectively.
various aspects of digital financial services such as Zambia Information and
Communications Technology Authority, Competition and Consumer Protection
Commission and the Bank of Zambia received the lowest proportion of complaints
amounting less than 1 percent collectively.
Figure 163: Reporting Challenges Related to Digital Financial Services; 2018
Nowhere (did not report) 49.6%

Service provider 33.6%

various aspects of digital financial services such as Zambia Information and
Communications Technology Authority, Competition and Consumer Protection
Commission and the Bank of Zambia received the lowest proportion of complaints

amounting less than 1 percent collectively.
Figure
Figure 163: 163: Reporting
Reporting Challenges
challenges related toRelated to Digital
digital financial Financial
services; Services; 2018
2018
Nowhere (did not report) 49.6%
Service provider 33.6%
Police 1.9%
Other 1.7%
Zambia Information and Communications

0.7%
Technology Authority (ZICTA)
Competition and Consumer Protection Commission

0.2%
(CCPC)
Bank of Zambia (BoZ) 0%
0% 10% 20% 30% 40% 50% 60%

5.4.9. Affordability of Digital Financial Services
Approximately
5.4.9. 62.7ofpercent
Affordability DigitalofFinancial
the individuals
Servicesaged 10 years and older that reported that
they had used
Approximately 62.7digital
percentfinancial services
of the individuals indicated
aged thatolder
10 years and theythat
were affordable.
reported Page Only
that 102 2.6
they|had used
digital
percent of the individuals aged 10 years and older that had used digital financial services
financial services indicated that they were affordable. Only 2.6 percent of the individuals aged 10
years
indicated and older
thatthat
theyhad usedexpensive.
were digital financial services indicated that they were expensive.
Figure 164: Perceptions on affordability of digital financial services; 2018
Figure 164: Perceptions on affordability of digital financial services; 2018
Expensive
3%
Cheap
34%
Affordable
63%
5.4.10. Quality of Experience with Digital Financial Services

The majority of individuals aged 10 years and older that use digital financial services, accounting
for 85.6 percent, were of the view that the quality of service for digital financial services was good.
Only 5.4.10.
1.2 percentQuality of Experience
of individuals with
aged 10 years andDigital Financial
older indicated thatServices
they were of the view that the
quality of service was poor.
The majority of individuals aged 10 years and older that use digital financial services,
accounting for 85.6 percent, were of the view that the quality of service for digital financial
services was good. Only 1.2 percent of individuals aged 10 years and older indicated that
they were of the view that the quality of service was poor.
Figure 165: Perceptions on quality of service for digital financial services; 2018
www.zicta.zm119
accounting for 85.6 percent, were of the view that the quality of service for digital financial
services was good. Only 1.2 percent of individuals aged 10 years and older indicated that
they were of the view that the quality of service was poor.
Figure
Figure 165:
165: Perceptions
Perceptionson
onquality
qualityofofservice
servicefor
fordigital financial
digital services;
financial 2018
services; 2018
Good 85.6%
Fair 13.2%
Poor/Bad 1.2%
The most prominent areas cited for the improvement of delivery of digital financial
services were
0%
related
10%
to20%
increasing
30%
the40%
number 50%
of pay60%
points 70%
and minimising
80% 90%
on
network outages accounting for 18.9 percent and 17.7 percent of all the people aged 10
years older that
andprominent
The most indicated
areas cited for that they transacted
the improvement using
of delivery of digital financial
digital financial services.
services were
related individuals
Fewer to increasing the
aged number of pay
10 years andpoints
olderand minimising
cited on network
complaints outages
resolution accounting
as the for
main area
18.9 percent and 17.7 percent of all the people aged 10 years and older that indicated Pagethat
| 103they
needing
transactedimprovement in theservices.
using digital financial delivery of digital
Fewer financial
individuals aged 10services.
years and older cited complaints

resolution as the main area needing improvement in the delivery of digital financial services.
Figure 166:Areas
Figure 166: Areasofofimprovement
improvementforfor digital
digital financial
financial services;
services; 2018 2018
Increase in the number of pay points 18.9%
Network outages 17.7%
Availability of cash 16.4%
Speed of transfers 12.9%
Better service at receiving points 11.0%
Reliability of service in terms of receiving of funds 8.0%
Float availability 5.7%
Complaint resolution 4.6%
0% 2% 4% 6% 8% 10% 12% 14% 16% 18% 20%
The main security concern noted by individuals aged 10 years and older that had used digital financial
services was the risk of losing money accounting for 71.6 percent of all the individuals aged 10 years
The mainthat
and older security concern
had used noted by
the services. individuals
Other concerns aged
noted10included
years and
trustolder that had
associated withused
the
digital
providersfinancial services
of the service wasasthe
as well risk ofexposure
potential losing money accounting
of personal informationforand
71.6
thepercent of
legitimacy
of some services provided.
all the individuals aged 10 years and older that had used the services. Other concerns
noted included trust associated with the providers of the service as well as potential
exposure of personal information and the legitimacy of some services provided.

Figure
Figure167:
167: Main
Mainsecurity
securityconcerns
concernswith
withdigital
digitalfinancial services;
financial 2018
services; 2018
Losing money 71.6%
Lack of trust for service providers 15.9%
Potential exposure of personal information to crooked

5.8%
people
Legitimacy of certain services is questionable 3.4%
other 3.2%
0% 10% 20% 30% 40% 50% 60% 70% 80%
Page | 105

www.zicta.zm121
6.0. Electrical and Electronic Waste
Management
www.zicta.zm123
6.0. Electrical and Electronic Waste Management
This chapter attempts to estimate the extent of disposal of electrical and electronic waste
(e-waste) by households and individuals aged 10 years and older in Zambia. It highlights
6.0. Electrical and Electronic Waste Management
key trends in disposal of e-waste by region, type and the volume of this waste. An attempt
is also made to determine the extent of e-waste by sex as well as that which is emanating
fromchapter
This male attempts
and female headed
to estimate thehouseholds. The of
extent of disposal chapter also
electrical andprovides
electronic some insights
waste (e-waste)
by households
relating and individuals
to levels aged on
of awareness 10 years and associated
dangers older in Zambia.
withItunsafe
highlights key trends
disposal in disposal
of e-waste andof
e-waste by region, type and the volume of this waste. An attempt is also made to determine the extent
attempts to identify the common methods of disposal of this waste.
of e-waste by sex as well as that which is emanating from male and female headed households. The
chapter
6.1.also provides
E-waste some insightsby
Management relating to levels of awareness on dangers associated with unsafe
Households
disposal of e-waste and attempts to identify the common methods of disposal of this waste.
6.1. E-waste6.1.1. Disposal ofbyElectrical
Management Households and Electronic Waste
The survey estimated that 48.9 percent of all the households across the country had
6.1.1. Disposal
disposed of someof Electrical andorElectronic
electronic electricalWaste
items which were damaged or were no longer
useful
The to the
survey households.
estimated The
that 48.9 proportion
percent of households
of all the households that the
across hadcountry
disposedhadof some e-waste
disposed of some
were higher
electronic in urban
or electrical areas
items whichthan
wereindamaged
rural areas.
or wereSpecifically, 55.4topercent
no longer useful of all the
the households. The
proportion of households that had disposed of some e-waste were higher
households in urban areas had disposed of some e-waste while only 43.5 percent of in urban areas than in rural
areas. Specifically, 55.4 percent of all the households in urban areas had disposed of some e-waste while
households
only in rural
43.5 percent areas had
of households in disposed
rural areasof similar
had waste.
disposed of similar waste.
Figure
Figure168:
168:Disposal
Disposalofof
e-waste by by
e-waste region; 2018
region; 2018
National 48.9%
Urban 55.4%
Rural 43.5%
0% 10% 20% 30% 40% 50% 60%

The majority of the households that had disposed of electronic or electrical waste were based in
Lusaka, Copperbelt
The majority andhouseholds
of the Eastern Provinces constituting
that had disposed25.9ofpercent, 14.5 percent
electronic and 12.9
or electrical percent
waste wereof
all the households that had disposed of electrical or electronic waste.
based in Lusaka, Copperbelt and Eastern Provinces constituting 25.9 percent, 14.5 percent
and 12.9
Figure
Figure 169:percent
169: of of
Distribution
Distribution all the households
ofhouseholds
householdsthat
thathadthat
had hadofdisposed
disposed
disposed ofe-waste; of
2018
e-waste; electrical or electronic waste.
2018
Western Central
5.5% 7.4%
Southern
12.1%
Copperbelt
14.5%
North Western
4.0%
NATIONAL
Northern 48.9 %
Eastern
5.1% 12.9%
Muchinga
Luapula
6.8%
Lusaka
25.9%
Page | 106

The proportion of male headed households that had disposed of e-waste was relatively
higher than the proportion of female headed households that had disposed of e-waste.
Particularly, 51.6 percent of the male headed households had disposed of e-waste while
only 40.8 percent of the female headed households had disposed of e-waste.
6.8%
Lusaka
25.9%


The proportion of male headed households that had disposed of e-waste was relatively
The proportion of ma le headed households that had disposed of e-waste was relatively higher than
higher than the proportion of female headed households that had disposed of e-waste.
the proportion of female headed households that had disposed of e-waste. Particularly, 51.6 percent
Particularly,
of 51.6 percent
the male headed of the
households hadmale headed
disposed households
of e-waste had40.8
while only disposed
percentofofe-waste while
the female headed
only 40.8 percent of the female headed
households had disposed of e-waste. households had disposed of e-waste.
Figure
Figure 170:
170: Disposal
DisposalofofE-waste
E-wastebybysex
sexofofhead
headofofhousehold;
household;2018
2018
0% 10% 20% 30% 40% 50% 60%

The
survey established that mobile phones are among the most widely disposed of electronic items
by households. Specifically, 34.8 percent of all the households across the country that had disposed of
The survey established that mobile phones are among the most widely disposed of
e-waste indicated that they had disposed of a mobile phone. On the other hand, only 1.5 percent of
electronic
all items by
the households households.
across Specifically,
the country 34.8 percent
that had disposed of anofe-waste
all the reported
households
everacross the of a
disposing
country that had disposed of
computer in the last three years. e-waste indicated that they had disposed of a mobile phone.
On the other hand, only 1.5 percent of all the households across the country that had
Figure 171: Disposal
Figure 171: of selectedofe-waste
Disposal bye-waste
selected households; 2018
by households; 2018
disposed of an e-waste reported ever disposing of a computer in the last three years.
Mobile Phones 34.8%
Radio 17.4%
Television 10.1%
Page | 107

Stove 7.5%
Electric Kettle 6.4%
Computer 1.5%
0% 5% 10% 15% 20% 25% 30% 35% 40%

6.1.2. Volumes of Electrical and Electronic Waste

An assessment of the number of electrical or electronic items that were disposed by
households revealed that mobile phones and radios were the most widely disposed
items by households. On the other hand, scanner(s) and projector(s) were relatively
less prominently disposed of.
Figure 172: Distribution of Estimated quantities of electrical and electronic items disposed of by
households; 2018
Projector(s) 504 www.zicta.zm125

Scanner(s) 1,712
Computer 1.5%
0% 5% 10% 15% 20% 25% 30% 35% 40%


6.1.2.
6.1.2. Volumes ofVolumes
Electricalofand
Electrical and
Electronic Electronic Waste
Waste
An assessment of the number of electrical or electronic items that were disposed by
An assessmentrevealed
households of the number of electrical
that mobile phonesor electronic
and radiositems that the
were were disposed
most by households
widely disposed
revealed that mobile phones and radios were the most widely disposed items by households. On
items by households. On the other hand, scanner(s) and projector(s) were relatively
the other hand, scanner(s) and projector(s) were relatively less prominently disposed of.
less prominently disposed of.
Figure 172: Distribution of Estimated quantities of electrical and electronic items disposed of by households;
Figure 172: Distribution of Estimated quantities of electrical and electronic items disposed of by
2018
households; 2018
Projector(s) 504
Scanner(s) 1,712
Washing Machine(s) 2,811
Air Conditioner(s) 4,275
Printer(s) 7,970
Blender(s) 23,268
Heater(s) 33,136
VCR Player(s) 38,439
Microwave(s) 39,343
Battery(s) 44,747
HiFi System(s) 50,279
Computer(s) 65,978
Fridge(s) 176,911
Solar Panel(s) 177,771
Fan(s) 211,939
DVD / Blu Ray Player 318,712
Stove(s) 326,607
Electric Kettle(s) 366,261
Television(s) 473,051
LED Lights 637,268
Radio(s) 859,123
Phone(s) 3,212,103

6.2. Electronic Waste Management by Individuals Page | 108

6.2.1. Disposal of Electronic and Electrical items
The survey established that 30.8 percent of all the individuals aged 10 years and older in the country
aged above 10 years had disposed of mobile phones while 23.5 percent indicated that they had disposed
of chargers. Further, 21.5 percent of all the individuals aged 10 years and older had disposed of batteries
while only 6.7 percent had disposed of accessories such as headsets, data cables, and power packs.
Figure 173: Percentage distribution of individuals who disposed of e-waste; 2018
Backup Data
Mobile Game
power Charger Battery Computer storage Adaptor Accessories Cameras
phone consoles
storages devices
National 32.5 1.8 24.8 22.7 0.8 5.6 4.2 7.1 0.2 0.2
Province
Central 34.0 2.5 21.3 26.7 0.4 5.4 1.9 6.6 0.5 0.4
Copperbelt 26.7 1.7 24.6 25.9 0.7 4.9 7.1 7.8 0.2 0.3
Eastern 30.2 0.8 24.8 30.0 0.2 5.1 2.4 6.0 0.2 0.0
Luapula 31.0 1.3 25.2 21.9 1.2 7.2 3.0 7.9 0.7 0.2
Lusaka 30.2 2.5 26.6 20.6 1.3 5.2 5.5 7.7 0.1 0.1
Muchinga 31.5 1.5 23.3 15.4 0.6 11.0 5.1 10.4 0.5 0.3
Northern 46.3 1.7 18.3 19.9 0.4 4.9 2.8 5.4 0.2 0.0
North-
32.9 0.8 26.9 22.3 0.1 5.9 3.2 6.4 0.3 0.0
Western
Southern 41.5 2.0 25.2 19.3 0.6 4.0 2.3 4.6 0.1 0.1
Western 36.3 0.6 24.0 25.2 0.5 5.9 1.4 5.6 0.1 0.0
An assessment of the disposal patterns of e-waste within the different sex groups revealed that
35.3 percent of the males reported disposing of a mobile cellular phone, 26.2 percent a phone
charger, 25.1 percent a battery and only 1.2 percent disposed of a computer. On the other hand,
27.4 percent of the females disposed of a mobile cellular phone, 21.5 percent a phone charger, 18.8
percent disposed of a battery and 0.4 percent disposed of a computer.
Figure 174:Percentage
Figure Percentage of e-wastedisposal
disposal
by by
sexsex groups; 2018
Figure174:
174: Percentageofofe-waste
e-waste disposal by groups; 2018
sex groups; 2018
Other 0.1
0.4
0.1
Other 0.4 Female
Game consoles 0.1 Female
0.3
Game consoles 0.1
0.3
0.2 Male
Cameras 0.3
Cameras 0.2 Male
0.3 5.0
Accessories 8.9
Accessories 5.0
3.4 8.9
Adaptor 4.7
Adaptor 3.4
Data storage devices 4.14.7
7.0
Data storage devices 4.1
Computer 0.4 7.0
1.2
Computer 0.4 18.8
Battery 1.2 25.1
Battery 18.8 21.5

Charger 25.1
26.2
Backup power 1.3 21.5
Charger 2.3 26.2
storages
Backup
Mobile power
phone 1.3 27.4
storages 2.3 35.3
Mobile phone 27.4

35.3

The survey established that the age group 35-39 years had the highest percentage of
The survey established that the age group 35-39 years had the highest percentage of persons who
persons of
disposed who disposed
mobile phones of mobile
at 49.1 phones
percent, at 49.1
followed percent,
by the followed
age group betweenby40-44
the years
age group
at 46.8
The survey
between
percent. was established
It 40-44 years at
observed that that
46.8 the age
thepercent.
younger group
It was
age 35-39
observed
groups years
below 24that had
the
years the highest
younger
had lower percentage
age groups
proportions belowof
of persons
persons
24 years of
disposing who
had disposed
lower
mobile cellular of mobile
proportions
phones. A phones
ofsimilar
persons at was
49.1also
disposing
pattern percent,
mobilefollowed
of observedcellular by the
phones.
for individuals age
A
aged group
similar
above 60
years.
pattern was
between alsoyears
40-44 observed forpercent.
at 46.8 individuals
It was aged above 60
observed years.
that the younger age groups below
24 years
Figure
Figure 175:had
175: lowerofproportions
Percentage
Percentage ofindividuals
individuals of
that persons
disposed
that ofdisposing
disposedmobile of mobile
cellular
of mobile phones
cellular cellular
by
phonesage agephones.
bygroupgroup A similar
pattern was also observed for individuals aged above 60 years.
65+ 21.1
Figure 175: Percentage of individuals that disposed of mobile cellular phones by age group
60 - 64 33.7
55 -65+
59 21.1 38.5
50
60 -- 54
64 33.7 40.2
45 - 49 46.1
55 - 59 38.5
40 - 44 46.8
Age GroupAge Group
50 - 54 40.2
35 - 39 49.1
45 - 49 46.1
30 - 34 45.1
40 - 44 46.8
25 - 29 43.8
35 - 39 49.1
20 - 24 36.1
30 - 34 45.1
15 - 19 16.7
25 - 29 43.8
10 - 14 2.4
205- -24
9 36.1
150- -19
4 16.7
10 - 14 2.4
5-9

0-4
www.zicta.zm127
Page | 110

6.2.2. Methods of Disposal for Electronic and Electrical Devices
The most prominent method of disposal for electronic and electrical waste by
individuals was putting away of the electrical or electronic waste that was deemed
6.2.2. Methods of Disposal for Electronic and Electrical Devices
unfit for use as well as donating of the devices constituting 20.2 percent and 14.3
The mostofprominent
percent method of aged
all the individuals disposal for electronic
10 years and older and electrical
that waste byofindividuals
had disposed some items.was
putting
Only 11.4awaypercent
of the electrical or electronic
of individuals agedwaste thatand
10 years wasolder
deemed unfit forthat
reported use as wellthrew
they as donating
their
of the devices constituting 20.2 percent and 14.3 percent of all the individuals aged 10 years and
e–e-waste
older at adisposed
that had landfill.ofOnly1.6 percent
some items. Onlyof11.4
all the individuals
percent that had
of individuals ageddisposed of some
10 years and older
items reported
reported that theyburning devices
threw their as a at
e–e-waste way of disposal.
a landfill. Only1.6 percent of all the individuals that had
disposed of some items reported burning devices as a way of disposal.
Figure
Figure176:
176:Methods
Methodsofofdisposal
disposalforfor
e-waste; 2018
e-waste; 2018
Put Away within the house 20.2%
Gave Away (donation) 14.3%
Threw at a land fill 11.4%
Threw in a Trash Can 6.3%
Sold (for Reuse or Recycling) 4.2%
Burnt 1.6%
Other 1.3%
0% 5% 10% 15% 20% 25%
6.2.3. Awareness of Dangers Associated with Unsafe Disposal of E-Waste

6.2.3. Awareness of Dangers Associated with Unsafe Disposal of E-Waste
The survey established that only 10 percent of the population aged 10 years and older indicated that
The had
they survey established
knowledge thatdangers
about the only 10 percentwith
associated of the population
unsafe disposal ofaged 10 The
e-waste. years and older
proportion of
indicated aged
individuals that 10
they hadand
years knowledge
older aware about
of thethe dangers
risks associated
associated with unsafe
with e-waste disposal
was relatively of
higher
in urban areas
e-waste. The compared
proportion to the
of rural areas. Specifically,
individuals aged 1016years percent
andof older
the individuals
aware aged
of the10 risks
years
and older in urban areas were aware of the risks associated with e-waste while
associated with e-waste was relatively higher in urban areas compared to the rural areas. only 6 percent of the
individuals aged 10 years and older based in rural areas were aware of the dangers associated with
Specifically, 16 percent of the individuals aged 10 years and older in urban areas were
e-waste.
aware of the risks associated with e-waste while only 6 percent of the individuals aged 10
Figure 177:Awareness
Figure Awarenessof of dangers of unsafe disposal of E-waste
acrossacross Regions;
2018 2018
years 177:
and older based dangers of unsafe
in rural areasdisposal of E-waste
were aware of the Regions;
dangers associated with e-waste.
National 10%
Urban 16%
Rural 6%
-1% 3% 7% 12% 16% 20%
Page | 111

The most prominent risk associated with unsafe disposal of e-waste that individuals aged
10 years and older were aware of was soil contamination and air pollution constituting
76.5 percent and 75.1 percent respectively of all the individuals aged 10 years and older
128
that were aware of some dangers associated with unsafe disposal of e-waste.
The most prominent risk associated with unsafe disposal of e-waste that individuals aged

10 years and older were aware of was soil contamination and air pollution constituting
The most prominent risk associated with unsafe disposal of e-waste that individuals aged 10 years
76.5 percent and 75.1 percent respectively of all the individuals aged 10 years and older
and older were aware of was soil contamination and air pollution constituting 76.5 percent and 75.1
that were
percent aware of of
respectively some dangers
all the associated
individuals aged 10 with
years unsafe disposal
and older of e-waste.
that were aware of some dangers
associated with unsafe disposal of e-waste.
Figure
Figure 178: Awarenesson
178: Awareness ondifferent
different types
types of of dangers
dangers of E-waste;
of E-waste; 20182018
Soil contamination 76.5%
Air Pollution 75.1%
Water Pollution 66.0%
other dangers 11.7%
0% 20% 40% 60% 80% 100%
Page | 112

www.zicta.zm129
7.0.
Key Conclusions, Policy and
Regulatory Considerations
www.zicta.zm131
7.0.
Key Conclusions, Policy and Regulatory
Considerations
The 2018 survey on access and usage of ICTs was primarily aimed at measuring the progress attained
by the country in enhancing the uptake of various ICT products and services by households and
individuals. Other aspects investigated broadly related to the quality of experience for various ICTs,
the risks associated with online activities as well as the mitigation strategies adopted by households
and individuals. Further, the survey provides insights regarding the adoption of digital financial services
as well as the associated challenges in using the services and the barriers to the uptake of the services
in the country. An assessment of the electrical or electronic waste management practices adopted by
households and individuals were also evaluated.
Overall, there was significant progress observed in the uptake of various ICT products and services
considered. Particularly, an outstanding improvement in the proportion of smartphone owners was
observed between 2015 and 2018. The proportion of individuals that owned mobile phones that were
smartphones increased from 13.5 percent to 29.6 percent over the last three years. This development
was particularly high in the urban areas where an increase from 18.4 percent in 2015 to 42.1 percent in
2018 was observed.This is reflective of an exponential uptake of data services in the country. However,
slower progress was observed in selected segments such as computer ownership by households.
Specifically, only 8.1 percent of the households across the country reported to own a computer
following a similar proportion in 2015 of 7.1 percent of the total number of households. Regional
imbalances as well as provincial imbalances were prominent across all ICT products and services. It was
evident that concentration in access and usage was mainly in Lusaka province, Copperbelt province,
Southern Province and in some instances, Central Province.
A number of challenges relating to the quality of experience in the course of using ICTs were observed.
Notably, there was significant dissatisfaction relating to complaint resolution and accuracy in billing
for mobile services as well as internet services. Further, there were reported challenges with internet
speeds, voice clarity on mobile voice services, intermittent network outages and dropped calls. For the
excluded, the barriers to the uptake of ICTs included knowledge and awareness on how to use the
services, cost of the devices and services as well as the lack of network coverage. Online risks continues
to be an important issue worth consideration as the levels of awareness and adoption of mitigation
strategies remained low. Particularly, only 34.1 percent of the household heads indicated that there was
a member of their household responsible for monitoring activities online.The main incidents for online
risks were related to fake news and exposure to pornography which were even more extensive on
social media platforms.
Digital financial services continued to play an important role in extending financial inclusion in the
country. E-wallets were noted to be the most extensive form of financial accounts held by individuals
aged 10 years and older. However, the extent of adoption was relatively minimal in view of the potential
that exists in the country. The main barriers to uptake were reported to be related to perceptions
that the services are for the economically endowed, non-registration as well as limited access to the
services. However, some challenges exist in the usage of digital financial services. Notably, there were
problems related to system failure or persistent down times, inadequate pay points, insufficient float by
agents as well as delayed transmission of funds.
E-Waste management is a relatively new phenomenon in the country that has received little attention.
Only 10 percent of the individuals aged 10 years and older that had disposed of some e-waste across
the country indicated that they were aware of any safe methods of disposal. It was also noted that
mobile phones were among the most prominent sources of electrical and electronic waste in the
country. On average, one (1) million mobile cellular phones per year were disposed by households over
the last three years prior to the survey.The most prominent methods of disposal included but were not
limited to putting the devices away in the house and giving it away. Less than 5 percent of the individuals
aged 10 years and older that had disposed of e-waste had taken the devices for recycling.
A number of policy and regulatory considerations can be drawn from the findings of the 2018 survey
on access and usage of ICTs in the country. In the first place the increased adoption of ICTs as evident
from the findings guides policy makers and the regulator to place more oversight on issues related to
ICTs. This is because ICTs are likely to affect a larger cross section if not the entire population. Some
issues for consideration are proposed below:
a) There is need to continue exploring avenues for extending access to electricity supplied by utility
companies if increased adoption of ICTs is to persist. The survey estimates that only 32.9 percent
of the households across the country access electricity through a utility company. Greater focus
should be on rural areas as only 6 percent of the households in the rural areas had supply through
a utility company compared to 65.5 percent of households based in urban areas.
b) Interventions aimed at increasing awareness need to be structured with the demographic
composition of the population in mind. Particularly, over 78 percent of the population was aged
below 35 years. At the same time, 52 percent of the population are female. Similarly, Lusaka and
Copperbelt Provinces account for the largest proportion of the population. There were noted
imbalances in access and usage of ICTs with respect to the geographical distribution of individuals
and to a limited extent across sex groups.
c) There is need to explore avenues for enhancing the quality of television reception for the national
broadcaster, which is the most widely adopted television station. Further, the adoption of ZNBC
set-top boxes remains low despite the progress on the initiatives related to digital migration.
Further, while community radio stations are the most widely accessed radio services, the quality
of the reception was not the most favourable. More oversight may be useful to enhance the quality
of radio services received by households.
d) The improvement in the adoption of fixed line services, partly explained by the use of SIM card based
fixed telephones, provides an innovative prospect for the market segment. The market segment
could be opened up to more innovative options such as fibre based services to complement the
emergence of the SIM card based fixed telephones.
e) Deliberate policy actions aimed at increasing the uptake of computers in the country will be
necessary. For instance, fiscal incentives aimed at either the importation of computers or local
assembly of computers could provide a more affordable avenues for accessing the devices.
f) ICT skills remain nascent especially outside secondary school going individuals aged 10 years and
older. Further, advanced ICT skills were notably low with the majority of individuals exhibiting
basic skills. It will be useful to extend interventions aimed at enhancing ICT skills to primary
schools as well as enhancing the depth of the curriculum on ICT training at all levels of education.
g) As smartphone ownership is expanding, exposure to online risks is expected to increase. It will be
useful to enhance efforts aimed at increasing awareness on online risks as well as the mitigation
measures for the risks. Particularly, fewer households were aware of the filters that can be provided
by the internet service provider.
h) ZICTA must enhance its oversight on network availability, quality of voice call clarity, internet
speeds, dropped call rates, complaint resolution and accuracy in billing. For instance, more periodic
audits on the billing platforms could be undertaken. At the same time, more extensive tests on the
quality of service could be considered.
i) The regulator could consider enhancing its efforts in mitigating the risks associated with fake
news and exposure to pornography. This is especially prominent on social media platforms.
Consideration could be given to increasing awareness on mitigation measures, channels of redress
as well as more responsible use of the internet and social media in particular.
j) Efforts to extend financial inclusion through increased uptake of digital financial services will
be useful. There is still a lot of scope to leverage on the increased adoption of ICTs to enhance
financial inclusion. Much of the effort should be directed at increasing awareness about the services
as well as spelling out misconceptions on the appeal of the services to the wealthy.
k) Regulatory oversight of digital financial services should include but not limited to improving the
network availability, mitigating challenges with lack of float especially with most agents as well as
monitoring key performance indicators on transmission of funds. There is also need to stimulate
the agent networks coverage.
www.zicta.zm133
l) Awareness on safe disposal of e-waste remains a huge gap in Zambia. The Zambia Environmental
Management Agency working with other stakeholders must enhance its awareness efforts to
sensitise the public on the dangers of e-waste as well as the alternative methods for safer disposal
of e-waste. This may also entail developing more platforms for safe disposal of e-waste. The
increased accumulation of e-waste from mobile phones, chargers and batteries raises concern
on the quality of devices available on the market. More oversight on the adherence to quality
standards that could enhance the useful life of the devices may be useful to mitigate this growing
challenge.
m) The gender divide observed in access and usage of ICTs among households and individuals needs
redress. Particularly, fewer females than males have access to mobile phones, computers, know
how to use a computer and do not have ICT skills. Efforts to bridge this digital divide should be
enhanced to reduce these disparities. Specifically, public actors, private entities and non-state
actors should devise strategies aimed at increasing the uptake and usage of ICTs among women
and girls. As more cyber related risks are increasingly targeted at women and girls, mitigating this
risk can be a priority for new initiatives. Further, skills among girls and women can be enhanced
through short term training programmes as well as advocating for quotas that favour women and
girls in ICT training institutions.
REFERENCES
CSO (2018): Compendium of Statistical concepts and Definitions for the National Statistical System
GRZ (2017): National Financial Sector Development Policy; Lusaka, Zambia
ITU (2014): Manual for Measuring ICT Access and Use by Households and Individuals; Geneva,
Switzerland
ZICTA (2017): Strategic Plan for the period 2017- 2021; Lusaka, Zambia
ZICTA (2016): 2015 Survey on Access and Usage of Information and Communication Technologies
Among Households and Individuals; Lusaka, Zambia
ZICTA (2014): 2013 ICT Survey Report- Zambia; Lusaka, Zambia
Websites
http://www.techtrends.co.zm/mtn-airtel-zamtel-speak-data-bundle-reduction/ Accessed 22/01/2019
http://www.daily-mail.co.zm/ict-exams-compulsory/ Accessed 22/01/2019
http://www.daily-mail.co.zm/c Plana-major-leap-to-bridge-digital-divide/ Accessed 22/01/2019
https://www.itu.int/dms_pub/itu-d/opb/ind/D-IND-ITCMEAS-2014-PDF-E.pdf Accessed 22/01/2019
https://www.itu.int/en/ITU-D/Statistics/Pages/intlcoop/sdgs/default.aspx Accessed 22/01/2019
http://www.google.com/l?sa=t&rct=j&q=&esrc=s&source=web&cd=1&cad=rja&uact=8&ved=2ahUKEwiBm
Mewn4HgAhVKRBUIHWzBABgQFjAAegQIChAC&url=http%3A%2F%2Fwww.mcti.gov.zm%2F%3Fwpfb_
dl%3D42&usg=AOvVaw2e-52DWqErbwOb2j9zWw7n Accessed 22/01/2019
http://www.google.com/l?sa=t&rct=j&q=&esrc=s&source=web&cd=1&ved=2ahUKEwj40ZbmuIHgAhV
konEKHWvsDBsQFjAAegQICRAC&url=http%3A%2F%2Fwww.boz.zm%2FNational-Financial-Sector-
Development-Policy-2017.pdf&usg=AOvVaw29dxHpAVvco2CWCZQk_X6N Accessed 22/01/2019
https://www.lusakatimes.com/2015/10/12/president-lungu-launches-fisp-e-voucher/ Accessed
22/01/2019
www.zicta.zm135
Annexure 1: Survey Methodology

Target Population and Coverage
The target population for the survey was, all individuals who are aged above 10 years and were present at home at
the time of the survey. The survey was conducted in all the ten (10) provinces of Zambia.
Sampling Design
The method of sampling that was adopted for this survey was a stratified two-stage sampling method. The survey
objectives and the available sampling frame were the main determinants for the method.
The sample design for the survey called for a probability sample of 6,150 households in which all eligible persons
aged 10 years and older were to be interviewed. The cluster-based household sample was selected country-wide,
in every province and by urban/rural residence. The sample is nationally representative and designed to produce
national, provincial, urban and rural estimates. Sample design for the first survey in 2013 began with the sample of
243 clusters and was based on the 2010 Census of Population and Housing as the sampling frame. In the second
survey the number of clusters increased to 246, an improvement in sample size from the 243 clusters in the 2013
sampling. For the 2018 survey the same number of clusters was maintained. The 2010 sampling frame was used for
all the three surveys.
Sampling Frame
The description of the structure of the 2010 census frame used for selecting the primary sampling units (PSUs), is
given within Zambia’s administrative boundaries. The provinces are subdivided into districts. For statistical purposes
each district is subdivided into Census Supervisory Areas (CSAs) and these are in turn subdivided into Enumeration
Areas (EAs). EAs are grouped within wards while wards are grouped within constituencies. Constituencies are
further grouped within districts and districts in provinces. The listing of EAs has information on the number of
households and the population. The EAs are grouped into urban and rural categories within districts. There are
about 25,000 EAs countrywide. The sample frame for this study was the list of EAs for the whole country.
Sample Size
The formulas to calculate sample size are based on simple random sampling. More complex sampling designs such as
multi-stage sampling, lead to higher variances in survey estimates. Therefore it is necessary to inflate the sample size
determined using simple random sampling formulas to take the type of design into account.The multiplication factor
is called the design effect. The design effect (deff) is the ratio of the actual variance of a sample to the variance of a
simple random sample of the same number of elements. This factor inflates the simple random sample size to take
care of complexities of clustering and stratification in the sample design. This inflation factor is usually determined
from other surveys of the same or similar design.
Therefore the sample size for this survey was computed step by step as:
Step.1
The first step involved calculation of initial simple random sample size was calculated as
, where nsrs = initial simple random sample size, es2 = variance under the assumption
of simple random sampling, cv(p) is the coefficient of variation for the proportion and p = is an estimate of the
proportion of the population that has the characteristic of interest or the probability of success.
Step. 2
The second step involves adjustment of the initial simple random sample with the design effect and the expected
response rate. The design effect, however, is usually estimated subjectively by making use of whatever knowledge is
available about the variability of Characteristics of interest in the population. For this survey, a design effect of 1.5
was used (being the recommended default value. A response rate of 97.5 percent was chosen.
where = the overall sample size under our design which is approximately 615 households.
= the initial simple random sample size
= the expected response rate
=the design effect
A sample of about 615 households was derived to give reliable estimates at national level. However, since there are
10 analysis domains (provinces) for which separate estimates were required, initial sample size of households (615)
was thus multiplied by 10 to get the overall sample size. Therefore, the overall sample size was 6,150 households,
covering about 30,000 respondents.
Since the survey was based on stratified two-stage sampling, the initial selection of the sample involved selection
of clusters or enumeration areas. The total number of clusters to be selected was based on a cluster take of
25 households per cluster i.e. the number of households to be selected in each selected enumeration area. An
adjustment to the initial allocation was made to ensure an even number of clusters in each stratum as recommended.
Therefore the number of clusters increased from 243 to 246, resulting into 6,150 households.
Sample Allocation
Sample allocation to the provinces was done using proportional allocation, with population being the measure of
size. This method ensures that each province gets a sample size which is representative of its population.
Sample Allocation by Province
Province Population Households Allocated SEAS

Central 1,307,111 600 24
Copperbelt 1,972,317 950 38
Eastern 1,592,661 750 30
Luapula 991,927 450 18
Lusaka 2,191,225 1,000 40
Muchinga 711,657 350 14
Northern 1,105,824 500 20
North Western 727,044 350 14
Southern 1,589,926 750 30
Western 902,974 450 18
All Zambia 13,092,666 6,150 246
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Sample Selection
The sample was selected using a stratified two-stage sampling method. The first stage involved selection of clusters
corresponding to SEAs from the frame developed for this survey.The second stage involved selection of households
in the selected clusters. Equal probability selection method was used to get the required sample of end-users of ICT
services in the chosen target areas.
Sampling Procedure
In order to make the sample selection more efficient, SEAs were selected with probability proportional to size
(PPS) within each stratum. The SEAs were geographically ordered in a serpentine manner within each stratum.
This ensured a systematic selection which resulted in implicit stratification. The systematic sampling procedure is
efficient in terms of simplicity of selection and lowering sampling error.
In the second stage households will be selected from the selected clusters upon completion of the households listing
exercise.
Selection of Clusters - PSUs
A cluster was the ultimate area unit retained in the survey. The procedure for selecting SEAs in each province
involved:
For each stratum (province, rural/urban), a list of SEAs, ordered by SEA identification numbers was developed. The
list included, for each SEA, the number of households and population and the cumulated measure of size (by adding
the populations down the list).
For each stratum, a sampling interval, (I ) was determined by dividing the total population (final cumulated measure
of size), by the number of sample SEAs allocated to the stratum, .
where Mhi is the population in ithSEA in stratum h,
is the size of the stratum (total population in the stratum according to the 2010 census) and ah is the number
of SEAs to be selected in the stratum.
A random number between 1 and I was then selected. This was the random start (R ) for the systematic PPS
selection of EAs.
When determining the selected SEAs from the selection numbers, the calculations will be as follows:
where rounded up to the next integer.The sample SEA in the stratum was
the one with the cumulated measure of size closest to the selection number, without exceeding it.
Selection of Households
A frame of households was developed by listing all the households in all the selected SEAs. During the household
listing, all the households were assigned sampling serial numbers. The sampling numbers were assigned sequentially
within each cluster starting from 1.The total number of households in the cluster was equal to the last serial number
assigned.
The following steps were followed to select the households:
Let M = the total number of households listed in the SEA

n = the number of households to be selected from each cluster
A sampling interval for the cluster will be calculated as: M/n=I

A random number (R) between 1 and the last sampling serial number was generated; the first selection was hence R
The interval was added to the random number to get the next selection: R+I
Then, the interval was added repeatedly until the desired sample size.
Estimation
In order for the survey estimates to be representative at national or any domain level, it will be necessary to
weight the sample data with appropriate expansion factors. Weighted analysis of sample survey results is needed to
achieve unbiased or nearly unbiased estimates of population parameters. Weights compensate for unequal selection
probabilities.
Weights
The weight for each sample unit is equal to the reciprocal/ inverse of its probability of selection.
The probability of selecting cluster was calculated as;
The weight or boosting factor is, thus, given as
where: is the first stage sampling probability of (SEA), ah is the number of SEAs selected in stratum , is the size
(population) of the ith SEA in stratum h, and SMhi is the total size of stratum h.
The selection probability of the household was be calculated as:
where Ih =the sampling interval for the ithSEA in stratum h.
Let be an observation on variable for the household in the of the stratum. Then the
estimated total for the stratum is:

where, is the estimated total for the stratum., is the weight for the household in the of the
stratum, is the number of selected clusters in the stratum, is the number of sample
households in the stratum.
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The rural and urban estimate is given by:
where, y is the overall estimate, is the total number of strata. For the purposes of this survey
(Provinces).
Data Collection Instruments
Three instruments were used in the data collection exercise, a listing form, one questionnaire for Households
and Another for Individual members of the household. All were structured questionnaires consisting of a
combination of closed and open-ended questions. Questionnaires were administered through face to face
interviews with respondents using a CAPI. The ICT questionnaire was designed based on standard ICT
indicators using the standard ITU manual for reference.
The 2018 ICT survey questionnaire was expanded to incorporate some new questions on E- waste management
and specific gender related questions .The items that failed to produce useful data in previous surveys were dropped.
Recruitment and Training of field staff
Enumerators were recruited from among CSO enumerators in Provincial and District Offices, and among students in
institutions of higher learning in the country. Enumerators and some supervisors underwent training to induct them
into the background and purpose of the study and also to familiarize them with the questionnaires. Interviewers and
supervisors attended a ten day training session in respective provinces in October 2018.
Data collection and Monitoring
Fieldwork was carried out by 10 interviewing teams each assigned to a province. Household and individual interviews
were preceded by household listing in each selected cluster. Interviews were conducted only in the selected
households. Fieldwork ran for a period of at least three weeks.
As a quality control measure, trainers of the field staff remained in the provinces after training to observe
implementation of the fieldwork. The objective was to ensure that all field procedures and administration of the
instruments was done correctly. The trainers listened to some interviews, checked a sample of completed
questionnaires for errors, and discussed any problems or questions with the interview team.
Data Processing
Data Cleaning Process
Data cleaning is the process of identifying incomplete, incorrect, inaccurate, irrelevant data and then replacing,
modifying or deleting the dirty data. The inconsistencies detected or removed may have been originally caused at
the time of data capture, corruption in transmission or storage or by different data dictionary definitions of similar
entities. The actual process of data cleaning may involve removing typographical errors or validating and correcting
values against a known list of entities. Data cleaning edit programmes were prepared based on the variables that
were highly prone to errors during data collection.
Tabulation and Analysis
Following the tabulation plan, output tables were generated using SPSS software.
Used internet at least once in 3 months Yes 10,302 6,068 4,234 4,952 4,050 902 5,350 2,018 3,332
ICT Skill:A. Copying or moving a file or folder Yes 509,695 287,138 222,557 92,050 56,362 35,688 417,645 230,777 186,869
ICT Skill: B. Using copy and paste tools to duplicate or move information within a document Yes 416,127 239,171 176,957 71,749 43,217 28,532 344,378 195,954 148,424
ICT Skill: C. Sending e-mails with attached files (e.g. document, picture, video) Yes 327,746 192,399 135,347 45,222 31,489 13,733 282,524 160,910 121,614
ICT Skill: D. Using basic arithmetic formulae in a spreadsheet Yes 183,726 110,362 73,364 36,749 26,437 10,312 146,977 83,925 63,053
ICT Skill: E. Connecting and installing new devices (e.g. a modem, camera, printer) Yes 243,728 154,366 89,362 39,798 27,510 12,287 203,931 126,856 77,075
ICT Skill: F. Finding, downloading, installing and configuring software Yes 262,512 168,039 94,473 44,515 31,079 13,436 217,997 136,960 81,037
ICT Skill: G. Creating electronic presentations with presentation software Yes 118,500 84,530 33,970 18,011 14,938 3,073 100,489 69,593 30,897
ICT Skill: H. Transferring files between a computer and other devices
Annexure 2: Selected ITU Core Indicators Yes 305,351 192,110 113,241 53,963 39,932 14,031 251,388 152,178 99,211
ICT Skill: I. Writing a computer program using a specialized programming language Yes 52,513 37,280 15,233 7,983 5,606 2,377 44,530 31,674 12,856
ICT Skill: Other Yes 24,161 9,956 14,205 9,538 4,560 4,979 14,622 5,396 9,226
ICT Access by age and sex

Age less than 15 Age 15 - 24 Age 25 - 74 Age 75 and over
Total Male Female Total Male Female Total Male Female Total Male Female
Do you know how to use a computer? Yes 41,670 18,694 22,975 299,774 155,732 144,042 459,083 267,689 191,394 509 509 -
Used computer in the last 3 months Yes 32,482 14,992 17,490 219,804 123,854 95,949 373,014 215,663 157,351 - - -
Have you used the internet at least once in the last 3 months? Yes 19,564 14,608 4,956 321,752 154,833 166,919 573,641 309,221 264,420 1,402 670 732
Used internet in the last 3 months at work Yes - - - 27,629 12,087 15,542 208,166 125,370 82,797 - - -
Used internet in the last 3 months at place of education Yes 4,464 2,525 1,940 33,654 14,594 19,060 35,369 17,346 18,024 - - -
Used internet in the last 3 months at Friend’s home Yes 3,027 3,027 - 57,396 29,040 28,356 66,759 35,930 30,829 - - -
Used internet in the last 3 months at Home Yes 10,874 7,857 3,016 176,668 85,675 90,993 372,347 196,648 175,700 1,402 670 732
Used internet in the last 3 months at Community internet Access facility Yes 732 732 - 4,201 1,035 3,165 7,040 5,912 1,128 - - -
Used internet in the last 3 months at Internet café Yes 732 732 - 30,005 17,295 12,710 57,792 39,087 18,705 - - -
Used internet in the last 3 months anywhere on a mobile device Yes 12,084 9,553 2,531 212,134 105,027 107,107 363,747 193,084 170,663 732 - 732
Used internet in the last 3 months at Other place Yes - - - 2,271 1,765 506 1,463 1,463 - - - -
Activities undertaken on internet: Studying Yes 9,223 7,308 1,915 105,337 52,166 53,170 181,731 100,861 80,870 - - -
Activities undertaken on internet: Research Yes 9,700 7,054 2,646 143,249 70,004 73,245 267,756 148,473 119,284 - - -
Activities undertaken on internet: Business Yes - - - 12,787 7,505 5,282 101,104 66,745 34,359 670 670 -
Activities undertaken on internet: E-mail Yes 1,323 1,323 - 75,527 36,053 39,475 255,777 151,961 103,816 - - -
Activities undertaken on internet: Social Networking Yes 13,810 10,769 3,041 275,251 131,294 143,957 482,464 246,474 235,989 1,402 670 732
Activities undertaken on internet: Shopping Store Yes - - - 15,526 7,931 7,595 48,003 23,962 24,041 - - -
Activities undertaken on internet: Internet Banking Yes - - - 5,861 5,130 732 55,861 34,093 21,768 - - -
Activities undertaken on internet: Learning Yes 4,981 3,182 1,799 65,752 35,636 30,117 119,171 68,186 50,984 - - -
Activities undertaken on internet: Gaming Yes 5,202 4,611 592 56,144 34,100 22,044 62,375 41,169 21,206 - - -
Activities undertaken on internet: Downloading things Yes 10,657 8,126 2,531 187,542 95,457 92,085 339,485 197,495 141,990 - - -
Activities undertaken on internet: Reading Publications Yes 1,808 1,808 - 71,887 37,042 34,845 188,217 113,307 74,910 1,402 670 732
Activities undertaken on internet: Streaming videos and/or movies Yes 6,765 5,582 1,183 89,831 47,953 41,878 143,725 84,735 58,990 - - -
Activities undertaken on internet: Watching online TV Yes 732 732 - 25,597 13,563 12,035 53,182 36,704 16,477 - - -
Activities undertaken on internet: Listening to online music and/or radio (audio streaming) Yes 5,186 5,186 - 92,756 46,493 46,263 119,343 69,254 50,089 - - -
Activities undertaken on internet: Accessing cloud services Yes 1,323 732 592 24,274 12,914 11,361 63,825 32,508 31,317 - - -
Activities undertaken on internet: Other Yes - - - 1,323 - 1,323 5,821 5,089 732 - - -
used a mobile cellular telephone in the last three months Yes 158,898 79,860 79,039 1,172,513 491,853 680,660 2,854,230 1,330,079 1,524,151 46,252 30,095 16,157
Used internet at least once a day Yes 8,021 5,030 2,991 195,781 91,976 103,804 345,743 183,817 161,926 - - -
Used internet at least once a week but not every day Yes 11,147 9,183 1,964 106,945 52,244 54,701 183,878 99,049 84,829 1,402 670 732
Used internet at least once a month Yes 396 396 - 16,800 9,584 7,216 35,944 21,315 14,628 - - -
Used internet at least once in 3 months Yes - - - 2,226 1,028 1,198 8,076 5,040 3,036 - - -
ICT Skill:A. Copying or moving a file or folder Yes 19514 7048 12466 175667 97641 78027 314514 182450 132064 0 0 0
ICT Skill: B. Using copy and paste tools to duplicate or move information within a document Yes 15250 5030 10221 130498 74354 56144 270379 159787 110592 0 0 0
ICT Skill: C. Sending e-mails with attached files (e.g. document, picture, video) Yes 4007 3275 732 81071 48705 32366 242668 140419 102249 0 0 0
ICT Skill: D. Using basic arithmetic formulae in a spreadsheet Yes 2616 1580 1035 53887 32402 21485 127223 76379 50844 0 0 0
ICT Skill: E. Connecting and installing new devices (e.g. a modem, camera, printer) Yes 3962 1627 2335 75155 48880 26275 164611 103859 60752 0 0 0
ICT Skill: F. Finding, downloading, installing and configuring software Yes 6798 4766 2032 83480 57160 26320 172234 106114 66121 0 0 0
ICT Skill: G. Creating electronic presentations with presentation software Yes 3507 2626 881 34683 21159 13524 80310 60746 19565 0 0 0
ICT Skill: H. Transferring files between a computer and other devices Yes 8947 4639 4307 93940 62430 31510 202464 125040 77424 0 0 0
ICT Skill: I. Writing a computer program using a specialized programming language Yes 0 0 0 17000 10483 6517 35513 26797 8716 0 0 0
ICT Skill: Other Yes 4287 2156 2131 10727 5070 5657 9147 2730 6417 0 0 0
ICT Access by highest educational level attained and sex

Primary Junior Secondary Senior Secondary Tertiary None
Total Male Female Total Male Female Total Male Female Total Male Female Total Male
Used computer in the last 3 months Yes 46,726 24,902 21,824 84,353 46,431 37,922 234,620 144,752 89,867 256,483 135,702 120,781 - -
Have you used the internet at least once in the last 3 months? Yes 64,463 39,548 24,915 160,303 77,869 82,435 389,911 212,118 177,793 298,048 147,996 150,052 - -
Used internet in the last 3 months at work Yes 5,594 3,735 1,859 17,725 9,340 8,384 65,842 41,988 23,854 145,902 81,662 64,241 - -
Used internet in the last 3 months at place of education Yes 3,141 2,525 616 7,628 4,110 3,518 21,910 9,617 12,292 40,809 18,212 22,597 - -
Used internet in the last 3 months at Friend’s home Yes 8,711 6,246 2,465 18,277 10,497 7,779 54,135 30,023 24,112 46,059 21,231 24,828 - -
Used internet in the last 3 months at Home Yes 35,933 18,519 17,414 92,640 44,593 48,047 230,218 127,665 102,553 200,149 98,822 101,327 - -
Used internet in the last 3 months at Community internet Access facility Yes 732 732 - 2,499 1,035 1,463 2,125 1,155 970 6,617 4,757 1,860 - -
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Used internet in the last 3 months at Internet café Yes 1,323 1,323 - 10,955 8,108 2,847 25,901 13,476 12,425 50,349 34,207 16,143 - -
Used internet in the last 3 months anywhere on a mobile device Yes 39,475 23,765 15,710 101,626 48,589 53,037 263,199 146,087 2018 N ATIONAL
117,112 182,382 ICT
87,940 SURVEY
94,442REPORT
- -
Used internet in the last 3 months at Other place Yes 732 732 - 1,035 529 506 504 504 - 1,463 1,463 - - -
Activities undertaken on internet: Studying Yes 8,036 5,315 2,721 21,732 13,098 8,635 109,570 60,132 49,438 156,402 81,791 74,611 - -
Activities undertaken on internet: Research Yes 11,781 7,531 4,250 34,953 21,584 13,369 158,132 87,278 70,853 214,557 109,136 105,421 - -
Used internet at least once in 3 months Yes - - - 2,226 1,028 1,198 8,076 5,040 3,036 - - -
ICT Skill:A. Copying or moving a file or folder Yes 19514 7048 12466 175667 97641 78027 314514 182450 132064 0 0 0
ICT Skill: B. Using copy and paste tools to duplicate or move information within a document Yes 15250 5030 10221 130498 74354 56144 270379 159787 110592 0 0 0
ICT Skill: C. Sending e-mails with attached files (e.g. document, picture, video) Yes 4007 3275 732 81071 48705 32366 242668 140419 102249 0 0 0
ICT Skill: D. Using basic arithmetic formulae in a spreadsheet Yes 2616 1580 1035 53887 32402 21485 127223 76379 50844 0 0 0 2018 N ATIONAL ICT SURVEY REPORT
ICT Skill: E. Connecting and installing new devices (e.g. a modem, camera, printer) Yes 3962 1627 2335 75155 48880 26275 164611 103859 60752 0 0 0
ICT Skill: F. Finding, downloading, installing and configuring software Yes 6798 4766 2032 83480 57160 26320 172234 106114 66121 0 0 0
142
ICT Skill: G. Creating electronic presentations with presentation software Yes 3507 2626 881 34683 21159 13524 80310 60746 19565 0 0 0
ICT Skill: H. Transferring files between a computer and other devices
Annexure 2: Selected ITU Core Indicators Yes 8947 4639 4307 93940 62430 31510 202464 125040 77424 0 0 0
ICT Skill: I. Writing a computer program using a specialized programming language Yes 0 0 0 17000 10483 6517 35513 26797 8716 0 0 0
ICT Skill: Other Yes 4287 2156 2131 10727 5070 5657 9147 2730 6417 0 0 0
ICT Access by highest educational level attained and sex

Primary Junior Secondary Senior Secondary Tertiary None Never attended
Total Male Female Total Male Female Total Male Female Total Male Female Total Male Female Total Male Female
Used computer in the last 3 months Yes 46,726 24,902 21,824 84,353 46,431 37,922 234,620 144,752 89,867 256,483 135,702 120,781 - - - 3,118 2,722 396
Have you used the internet at least once in the last 3 months? Yes 64,463 39,548 24,915 160,303 77,869 82,435 389,911 212,118 177,793 298,048 147,996 150,052 - - - 3,633 1,801 1,832
Used internet in the last 3 months at work Yes 5,594 3,735 1,859 17,725 9,340 8,384 65,842 41,988 23,854 145,902 81,662 64,241 - - - 732 732 -
Used internet in the last 3 months at place of education Yes 3,141 2,525 616 7,628 4,110 3,518 21,910 9,617 12,292 40,809 18,212 22,597 - - - - - -
Used internet in the last 3 months at Friend’s home Yes 8,711 6,246 2,465 18,277 10,497 7,779 54,135 30,023 24,112 46,059 21,231 24,828 - - - - - -
Used internet in the last 3 months at Home Yes 35,933 18,519 17,414 92,640 44,593 48,047 230,218 127,665 102,553 200,149 98,822 101,327 - - - 2,351 1,251 1,101
Used internet in the last 3 months at Community internet Access facility Yes 732 732 - 2,499 1,035 1,463 2,125 1,155 970 6,617 4,757 1,860 - - - - - -
Used internet in the last 3 months at Internet café Yes 1,323 1,323 - 10,955 8,108 2,847 25,901 13,476 12,425 50,349 34,207 16,143 - - - - - -
Used internet in the last 3 months anywhere on a mobile device Yes 39,475 23,765 15,710 101,626 48,589 53,037 263,199 146,087 117,112 182,382 87,940 94,442 - - - 2,014 1,282 732
Used internet in the last 3 months at Other place Yes 732 732 - 1,035 529 506 504 504 - 1,463 1,463 - - - - - - -
Activities undertaken on internet: Studying Yes 8,036 5,315 2,721 21,732 13,098 8,635 109,570 60,132 49,438 156,402 81,791 74,611 - - - 550 - 550
Activities undertaken on internet: Research Yes 11,781 7,531 4,250 34,953 21,584 13,369 158,132 87,278 70,853 214,557 109,136 105,421 - - - 1,282 - 1,282
Activities undertaken on internet: Business Yes 4,165 1,816 2,350 6,785 3,546 3,240 29,380 24,374 5,006 74,231 45,185 29,045 - - - - - -
Activities undertaken on internet: E-mail Yes 3,926 2,248 1,678 19,811 11,428 8,383 115,592 73,536 42,056 193,298 102,125 91,174 - - - - - -
Activities undertaken on internet: Social Networking Yes 47,674 27,205 20,469 135,223 62,623 72,600 335,619 176,488 159,131 251,327 121,641 129,686 - - - 3,083 1,251 1,832
Activities undertaken on internet: Shopping Store Yes 1,538 - 1,538 2,671 1,208 1,463 14,068 8,950 5,118 45,252 21,735 23,517 - - - - - -
Activities undertaken on internet: Internet Banking Yes 616 616 - 2,055 1,323 732 9,257 7,102 2,155 49,793 30,181 19,613 - - - - - -
Activities undertaken on internet: Learning Yes 7,172 3,804 3,368 14,308 8,973 5,335 69,915 38,714 31,202 98,508 55,513 42,995 - - - - - -
Activities undertaken on internet: Gaming Yes 7,278 5,172 2,106 24,154 16,267 7,887 52,000 34,567 17,432 40,289 23,873 16,416 - - - - - -
Activities undertaken on internet: Downloading things Yes 26,175 18,359 7,816 72,944 39,081 33,863 230,069 136,134 93,934 205,933 106,222 99,711 - - - 2,564 1,282 1,282
Activities undertaken on internet: Reading Publications Yes 7,654 6,526 1,128 27,282 13,784 13,498 93,656 62,038 31,618 133,990 70,479 63,511 - - - 732 - 732
Activities undertaken on internet: Streaming videos and/or movies Yes 12,962 8,145 4,817 37,680 18,962 18,718 95,209 61,611 33,598 92,458 48,270 44,187 - - - 2,014 1,282 732
Activities undertaken on internet: Watching online TV Yes 1,859 1,463 396 4,633 1,886 2,747 30,540 21,587 8,953 42,479 26,062 16,417 - - - - - -
Activities undertaken on internet: Listening to online music and/or radio (audio streaming) Yes 12,544 8,318 4,225 36,113 19,632 16,481 87,756 52,173 35,583 79,591 40,259 39,332 - - - 1,282 550 732
Activities undertaken on internet: Accessing cloud services Yes 2,927 2,195 732 4,554 2,722 1,832 24,936 14,411 10,525 57,006 26,826 30,180 - - - - - -
Activities undertaken on internet: Other Yes 732 732 - 504 504 - 1,993 670 1,323 3,916 3,184 732 - - - - - -
used a mobile cellular telephone in the last three months Yes 1,600,908 685,640 915,268 1,034,477 473,163 561,314 1,013,495 507,810 505,685 386,674 191,308 195,366 1,522 1,013 509 194,378 72,952 121,425
At least once a day Yes 28,213 16,589 11,624 73,428 35,383 38,044 232,238 125,615 106,624 213,653 102,505 111,148 - - - 2,014 732 1,282
At least once a week but not every day Yes 27,276 16,040 11,237 66,634 33,771 32,863 139,497 75,314 64,183 68,864 35,470 33,394 - - - 1,101 550 550
At least once a month Yes 7,426 5,372 2,055 17,450 8,208 9,242 15,639 9,384 6,255 12,106 7,813 4,293 - - - 519 519 -
At least once in 3 months Yes 1,548 1,548 - 2,792 506 2,286 2,537 1,806 732 3,426 2,209 1,217 - - - - - -
ICT Skill:A. Copying or moving a file or folder Yes 28,192 12,557 15,634 61,717 32,579 29,138 191,010 119,640 71,369 225,659 119,640 106,018 - - - 3,118 2,722 396
ICT Skill: B. Using copy and paste tools to duplicate or move information within a document Yes 17,942 8,184 9,759 37,734 22,156 15,578 149,477 94,198 55,279 208,984 112,643 96,341 - - - 1,990 1,990 -
ICT Skill: C. Sending e-mails with attached files (e.g. document, picture, video) Yes 7,060 4,377 2,683 17,484 10,486 6,999 113,706 74,969 38,737 189,496 102,568 86,928 - - - - - -
ICT Skill: D. Using basic arithmetic formulae in a spreadsheet Yes 2,177 1,142 1,035 14,270 9,231 5,039 55,259 32,697 22,561 112,021 67,291 44,729 - - - - - -
ICT Skill: E. Connecting and installing new devices (e.g. a modem, camera, printer) Yes 5,095 2,941 2,154 14,779 10,513 4,266 86,887 59,388 27,499 136,236 80,793 55,443 - - - 732 732 -
ICT Skill: F. Finding, downloading, installing and configuring software Yes 8,389 7,375 1,014 14,545 10,736 3,809 100,910 68,410 32,499 137,205 80,055 57,151 - - - 1,463 1,463 -
ICT Skill: G. Creating electronic presentations with presentation software Yes 3,055 2,570 485 4,964 2,197 2,767 31,926 24,893 7,033 78,554 54,871 23,684 - - - - - -
ICT Skill: H. Transferring files between a computer and other devices Yes 11,596 7,289 4,307 26,988 18,553 8,435 105,724 71,791 33,934 159,915 93,746 66,169 - - - 1,128 732 396
ICT Skill: I. Writing a computer program using a specialized programming language Yes - - - 1,155 670 485 15,127 12,428 2,699 36,231 24,182 12,049 - - - - - -
ICT Skill: Other Yes 7,150 3,604 3,546 3,488 2,469 1,019 7,547 1,875 5,673 5,976 2,008 3,967 - - - - - -
ICT Access by employment status and sex

Employed Unemployed Self Employed Employer Full Time Student Too young/old to work
Used computer in the last 3 months Yes 253,819 153,625 100,195 121,129 57,168 63,961 76,731 52,720 24,011 616 616 - 163,107 85,200 77,907 9,897 5,179 4,718
Have you used the internet at least once in the last 3 months? Yes 322,707 196,569 126,138 250,502 86,227 164,275 169,859 101,995 67,864 1,877 1,877 - 158,866 86,956 71,910 12,548 5,709 6,839
Used internet in the last 3 months at work Yes 179,946 105,781 74,166 18,731 9,104 9,627 27,964 18,679 9,285 616 616 - 7,806 3,276 4,530 732 - 732
Used internet in the last 3 months at place of education Yes 26,109 13,756 12,353 9,093 2,442 6,651 4,639 3,497 1,142 - - - 32,183 14,769 17,414 1,463 - 1,463
Used internet in the last 3 months at Friend’s home Yes 50,674 30,119 20,555 30,644 11,890 18,754 15,266 7,719 7,547 - - - 28,543 17,678 10,865 2,055 592 1,463
Used internet in the last 3 months at Home Yes 203,192 116,375 86,817 153,819 55,164 98,656 108,237 65,616 42,621 1,877 1,877 - 84,588 48,530 36,058 9,577 3,289 6,288
Used internet in the last 3 months at Community internet Access facility Yes 5,885 4,757 1,128 732 - 732 1,640 1,155 485 - - - 3,715 1,767 1,948 - - -
Used internet in the last 3 months at Internet café Yes 44,234 29,167 15,067 13,903 6,812 7,091 12,279 10,164 2,115 - - - 16,896 10,487 6,410 1,217 485 732
Used internet in the last 3 months anywhere on a mobile device Yes 206,891 126,301 80,589 162,337 60,432 101,905 110,553 66,332 44,221 - - - 101,184 50,960 50,224 7,731 3,637 4,093
Used internet in the last 3 months at Other place Yes - - - 1,463 1,463 - - - - 529 529 - 1,742 1,235 506 - - -
Activities undertaken on internet: Studying Yes 129,364 75,843 53,521 63,043 29,567 33,477 24,055 14,524 9,531 616 616 - 75,874 39,193 36,681 3,337 592 2,745
Activities undertaken on internet: Research Yes 176,958 101,252 75,705 97,317 39,622 57,696 51,186 33,705 17,481 1,348 1,348 - 87,550 46,618 40,932 6,346 2,984 3,362
Activities undertaken on internet: Business Yes 52,848 36,046 16,803 15,699 9,042 6,658 39,050 26,219 12,830 - - - 5,808 2,458 3,350 1,155 1,155 -
ICT Skill: D. Using basic arithmetic formulae in a spreadsheet Yes 2,177 1,142 1,035 14,270 9,231 5,039 55,259 32,697 22,561 112,021 67,291 44,729 - - - - - -
ICT Skill: E. Connecting and installing new devices (e.g. a modem, camera, printer) Yes 5,095 2,941 2,154 14,779 10,513 4,266 86,887 59,388 27,499 136,236 80,793 55,443 - - - 732 732 -
ICT Skill: F. Finding, downloading, installing and configuring software Yes 8,389 7,375 1,014 14,545 10,736 3,809 100,910 68,410 32,499 137,205 80,055 57,151 - - - 1,463 1,463 -
ICT Skill: G. Creating electronic presentations with presentation software Yes 3,055 2,570 485 4,964 2,197 2,767 31,926 24,893 7,033 78,554 54,871 23,684 - - - - - -
ICT Skill: H. Transferring files between a computer and other devices Yes 11,596 7,289 4,307 26,988 18,553 8,435 105,724 71,791 33,934 159,915 93,746 66,169 - - - 1,128 732 396
ICT Skill: I. Writing a computer program using a specialized programming language Yes - - - 1,155 670 485 15,127 12,428 2,699 36,231 24,182 12,049 - - - - - -
ICT Skill: Other Yes 7,150 3,604 3,546 3,488 2,469 1,019 7,547 1,875 5,673 5,976 2,008 3,967 - - - - - -
Annexure 2: Selected ITU Core Indicators

ICT Access by employment status and sex
Employed Unemployed Self Employed Employer Full Time Student Too young/old to work
Used computer in the last 3 months Yes 253,819 153,625 100,195 121,129 57,168 63,961 76,731 52,720 24,011 616 616 - 163,107 85,200 77,907 9,897 5,179 4,718
Have you used the internet at least once in the last 3 months? Yes 322,707 196,569 126,138 250,502 86,227 164,275 169,859 101,995 67,864 1,877 1,877 - 158,866 86,956 71,910 12,548 5,709 6,839
Used internet in the last 3 months at work Yes 179,946 105,781 74,166 18,731 9,104 9,627 27,964 18,679 9,285 616 616 - 7,806 3,276 4,530 732 - 732
Used internet in the last 3 months at place of education Yes 26,109 13,756 12,353 9,093 2,442 6,651 4,639 3,497 1,142 - - - 32,183 14,769 17,414 1,463 - 1,463
Used internet in the last 3 months at Friend’s home Yes 50,674 30,119 20,555 30,644 11,890 18,754 15,266 7,719 7,547 - - - 28,543 17,678 10,865 2,055 592 1,463
Used internet in the last 3 months at Home Yes 203,192 116,375 86,817 153,819 55,164 98,656 108,237 65,616 42,621 1,877 1,877 - 84,588 48,530 36,058 9,577 3,289 6,288
Used internet in the last 3 months at Community internet Access facility Yes 5,885 4,757 1,128 732 - 732 1,640 1,155 485 - - - 3,715 1,767 1,948 - - -
Used internet in the last 3 months at Internet café Yes 44,234 29,167 15,067 13,903 6,812 7,091 12,279 10,164 2,115 - - - 16,896 10,487 6,410 1,217 485 732
Used internet in the last 3 months anywhere on a mobile device Yes 206,891 126,301 80,589 162,337 60,432 101,905 110,553 66,332 44,221 - - - 101,184 50,960 50,224 7,731 3,637 4,093
Used internet in the last 3 months at Other place Yes - - - 1,463 1,463 - - - - 529 529 - 1,742 1,235 506 - - -
Activities undertaken on internet: Studying Yes 129,364 75,843 53,521 63,043 29,567 33,477 24,055 14,524 9,531 616 616 - 75,874 39,193 36,681 3,337 592 2,745
Activities undertaken on internet: Research Yes 176,958 101,252 75,705 97,317 39,622 57,696 51,186 33,705 17,481 1,348 1,348 - 87,550 46,618 40,932 6,346 2,984 3,362
Activities undertaken on internet: Business Yes 52,848 36,046 16,803 15,699 9,042 6,658 39,050 26,219 12,830 - - - 5,808 2,458 3,350 1,155 1,155 -
Activities undertaken on internet: E-mail Yes 183,161 111,287 71,874 64,383 29,062 35,320 43,594 28,175 15,419 - - - 40,273 20,328 19,946 1,217 485 732
Activities undertaken on internet: Social Networking Yes 280,086 168,147 111,939 214,313 70,419 143,893 133,305 72,749 60,555 1,877 1,877 - 133,181 70,791 62,391 10,165 5,224 4,940
Activities undertaken on internet: Shopping Store Yes 32,383 15,908 16,475 10,930 4,897 6,033 14,011 7,423 6,588 - - - 6,205 3,665 2,540 - - -
Activities undertaken on internet: Internet Banking Yes 43,282 26,047 17,235 1,940 1,940 - 14,042 8,778 5,265 - - - 2,458 2,458 - - - -
Activities undertaken on internet: Learning Yes 83,100 50,271 32,829 42,018 15,386 26,632 20,529 15,292 5,237 - - - 42,305 25,384 16,921 1,952 670 1,282
Activities undertaken on internet: Gaming Yes 38,272 26,855 11,416 29,008 18,234 10,774 20,747 12,364 8,383 - - - 32,830 20,293 12,536 2,865 2,133 732
Activities undertaken on internet: Downloading things Yes 223,331 137,476 85,855 120,060 46,693 73,367 89,815 58,286 31,529 616 616 - 95,643 54,431 41,212 8,220 3,576 4,644
Activities undertaken on internet: Reading Publications Yes 125,268 77,414 47,854 55,626 22,463 33,163 43,574 30,543 13,031 - - - 36,959 21,252 15,707 1,887 1,155 732
Activities undertaken on internet: Streaming videos and/or movies Yes 90,613 56,786 33,827 59,661 27,531 32,130 41,573 26,529 15,044 - - - 44,674 25,087 19,587 3,802 2,338 1,463
Activities undertaken on internet: Watching online TV Yes 36,039 23,818 12,221 20,467 12,098 8,369 10,637 8,119 2,518 - - - 11,636 6,963 4,672 732 - 732
Activities undertaken on internet: Listening to online music and/or radio (audio streaming) Yes 74,076 47,187 26,889 61,559 26,403 35,157 34,991 20,602 14,389 - - - 42,612 23,425 19,187 4,048 3,316 732
Activities undertaken on internet: Accessing cloud services Yes 49,777 26,286 23,491 15,499 7,232 8,267 10,103 4,858 5,245 - - - 14,042 7,776 6,266 - - -
Activities undertaken on internet: Other Yes 2,452 2,452 - 2,786 1,463 1,323 1,174 1,174 - - - - 732 - 732 - - -
used a mobile cellular telephone in the last three months Yes 712,119 459,504 252,614 1,319,419 336,916 982,503 1,564,965 822,255 742,710 10,015 5,475 4,540 542,097 270,510 271,588 83,279 37,227 46,052
At least once a day Yes 217,845 134,264 83,581 144,149 49,521 94,628 89,197 49,540 39,657 1,348 1,348 - 90,968 43,589 47,379 6,038 2,561 3,477
At least once a week but not every day Yes 86,505 51,027 35,478 90,170 31,850 58,320 61,876 38,506 23,370 - - - 58,902 37,205 21,697 5,919 2,557 3,362
At least once a month Yes 14,333 7,985 6,348 12,345 3,618 8,726 16,852 12,410 4,442 529 529 - 8,490 6,161 2,329 592 592 -
At least once in 3 months Yes 4,024 3,293 732 3,838 1,238 2,600 1,934 1,538 396 - - - 506 - 506 - - -
ICT Skill:A. Copying or moving a file or folder Yes 219,471 133,125 86,346 91,088 42,561 48,526 63,248 42,352 20,896 - - - 129,181 65,137 64,044 6,708 3,963 2,745
ICT Skill: B. Using copy and paste tools to duplicate or move information within a document Yes 195,452 119,053 76,399 69,137 36,275 32,862 46,378 31,336 15,042 - - - 101,014 50,374 50,640 4,147 2,133 2,014
ICT Skill: C. Sending e-mails with attached files (e.g. document, picture, video) Yes 169,941 100,185 69,755 60,443 32,162 28,280 42,764 30,689 12,076 - - - 51,412 26,908 24,504 3,186 2,454 732
ICT Skill: D. Using basic arithmetic formulae in a spreadsheet Yes 92,660 58,624 34,036 27,653 14,741 12,912 24,448 16,200 8,248 - - - 37,564 20,127 17,437 1,402 670 732
ICT Skill: E. Connecting and installing new devices (e.g. a modem, camera, printer) Yes 122,319 78,018 44,301 43,513 25,244 18,269 28,895 21,343 7,551 - - - 45,771 27,993 17,778 3,231 1,768 1,463
ICT Skill: F. Finding, downloading, installing and configuring software Yes 129,173 83,390 45,783 46,669 26,365 20,304 32,244 20,579 11,665 - - - 51,866 36,608 15,258 2,561 1,098 1,463
ICT Skill: G. Creating electronic presentations with presentation software Yes 59,913 44,517 15,396 17,001 11,262 5,739 16,585 13,773 2,811 616 616 - 23,653 14,362 9,291 732 - 732
ICT Skill: H. Transferring files between a computer and other devices Yes 149,505 94,665 54,840 53,096 30,245 22,851 39,165 27,623 11,542 616 616 - 61,792 37,785 24,008 1,176 1,176 -
ICT Skill: I. Writing a computer program using a specialized programming language Yes 27,408 20,295 7,113 8,268 6,275 1,993 7,194 5,730 1,463 - - - 8,973 4,309 4,664 670 670 -
ICT Skill: Other Yes 4,345 2,008 2,337 3,882 - 3,882 3,442 1,170 2,272 - - - 11,982 6,777 5,205 509 - 509
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144
Annexure 2: Selected ITU Core Indicators
ICT Access by sex and rural/urban
Sex Rural Urban
All Individuals Male Female Total Male Female Total Male Female
Used computer in the last 3 months Yes 625,300 354,509 270,791 124,514 74,730 49,784 500,786 279,779 221,007
Have you used the internet at least once in the last 3 months? Yes 916359 479332 437027 186860 122087 64773 729499 357245 372253
Used internet in the last 3 months at work Yes 235,795 137,456 98,339 30,278 18,193 12,085 205,517 119,263 86,254
Used internet in the last 3 months at place of education Yes 73,488 34,464 39,024 17,196 10,296 6,900 56,292 24,168 32,124
Used internet in the last 3 months at Friend’s home Yes 127,182 67,998 59,185 22,438 14,585 7,853 104,745 53,413 51,332
Used internet in the last 3 months at Home Yes 561,291 290,850 270,440 106,779 68,842 37,936 454,512 222,008 232,504
Used internet in the last 3 months at Community internet Access facility Yes 11,973 7,680 4,293 1,079 1,079 - 10,893 6,600 4,293
Used internet in the last 3 months at Internet café Yes 88,529 57,114 31,414 13,707 9,674 4,033 74,821 47,440 27,381
Used internet in the last 3 months anywhere on a mobile device Yes 588,696 307,663 281,033 105,128 70,519 34,609 483,568 237,144 246,424
Used internet in the last 3 months at Other place Yes 3,734 3,228 506 1,539 1,033 506 2,195 2,195 -
Activities undertaken on internet: Studying Yes 296,290 160,335 135,955 56,014 34,907 21,107 240,276 125,428 114,848
Activities undertaken on internet: Research Yes 420,705 225,530 195,175 71,984 43,913 28,071 348,721 181,617 167,104
Activities undertaken on internet: Business Yes 114,561 74,920 39,641 10,731 9,201 1,530 103,830 65,719 38,111
Activities undertaken on internet: E-mail Yes 332,628 189,337 143,291 51,717 33,170 18,547 280,911 156,167 124,744
Activities undertaken on internet: Social Networking Yes 772,927 389,208 383,719 146,123 92,132 53,991 626,804 297,076 329,727
Activities undertaken on internet: Shopping Store Yes 63,529 31,893 31,636 7,169 3,791 3,378 56,360 28,102 28,258
Activities undertaken on internet: Internet Banking Yes 61,722 39,222 22,500 11,074 6,536 4,538 50,648 32,687 17,961
Activities undertaken on internet: Learning Yes 189,904 107,004 82,900 44,046 27,411 16,636 145,858 79,593 66,265
Activities undertaken on internet: Gaming Yes 123,721 79,880 43,841 19,440 13,464 5,976 104,281 66,416 37,865
Activities undertaken on internet: Downloading things Yes 537,684 301,078 236,606 100,134 69,206 30,928 437,550 231,872 205,678
Activities undertaken on internet: Reading Publications Yes 263,313 152,827 110,486 51,608 34,716 16,893 211,705 118,111 93,593
Activities undertaken on internet: Streaming videos and/or movies Yes 240,321 138,270 102,051 41,879 31,512 10,367 198,442 106,758 91,684
Activities undertaken on internet: Watching online TV Yes 79,511 50,999 28,512 12,753 9,308 3,445 66,758 41,691 25,067
Activities undertaken on internet: Listening to online music and/or radio (audio streaming) Yes 217,286 120,933 96,353 35,025 26,781 8,244 182,261 94,152 88,109
Activities undertaken on internet: Accessing cloud services Yes 89,422 46,153 43,269 10,587 6,171 4,416 78,835 39,982 38,853
Activities undertaken on internet: Other Yes 7,144 5,089 2,055 1,008 1,008 - 6,137 4,082 2,055
used a mobile cellular telephone in the last three months Yes 4,231,893 1,931,886 2,300,007 2,015,020 1,048,677 966,342 2,216,874 883,209 1,333,665
Used internet at least once a day Yes 549,545 280,824 268,722 87,851 54,194 33,657 461,694 226,630 235,064
Used internet at least once a week but not every day Yes 303,372 161,145 142,226 80,905 54,688 26,217 222,466 106,457 116,010
Used internet at least once a month Yes 53,140 31,296 21,845 13,152 9,155 3,997 39,988 22,141 17,847
Used internet at least once in 3 months Yes 10,302 6,068 4,234 4,952 4,050 902 5,350 2,018 3,332
ICT Skill:A. Copying or moving a file or folder Yes 509,695 287,138 222,557 92,050 56,362 35,688 417,645 230,777 186,869
ICT Skill: B. Using copy and paste tools to duplicate or move information within a document Yes 416,127 239,171 176,957 71,749 43,217 28,532 344,378 195,954 148,424
ICT Skill: C. Sending e-mails with attached files (e.g. document, picture, video) Yes 327,746 192,399 135,347 45,222 31,489 13,733 282,524 160,910 121,614
ICT Skill: D. Using basic arithmetic formulae in a spreadsheet Yes 183,726 110,362 73,364 36,749 26,437 10,312 146,977 83,925 63,053
ICT Skill: E. Connecting and installing new devices (e.g. a modem, camera, printer) Yes 243,728 154,366 89,362 39,798 27,510 12,287 203,931 126,856 77,075
ICT Skill: F. Finding, downloading, installing and configuring software Yes 262,512 168,039 94,473 44,515 31,079 13,436 217,997 136,960 81,037
ICT Skill: G. Creating electronic presentations with presentation software Yes 118,500 84,530 33,970 18,011 14,938 3,073 100,489 69,593 30,897
ICT Skill: H. Transferring files between a computer and other devices Yes 305,351 192,110 113,241 53,963 39,932 14,031 251,388 152,178 99,211
ICT Skill: I. Writing a computer program using a specialized programming language Yes 52,513 37,280 15,233 7,983 5,606 2,377 44,530 31,674 12,856
ICT Skill: Other Yes 24,161 9,956 14,205 9,538 4,560 4,979 14,622 5,396 9,226
ICT Access by age and sex

Age less than 15 Age 15 - 24 Age 25 - 74 Age 75
Total Male Female Total Male Female Total Male Female Total M
Do you know how to use a computer? Yes 41,670 18,694 22,975 299,774 155,732 144,042 459,083 267,689 191,394 509
Used computer in the last 3 months Yes 32,482 14,992 17,490 219,804 123,854 95,949 373,014 215,663 157,351 -
Have you used the internet at least once in the last 3 months? Yes 19,564 14,608 4,956 321,752 154,833 166,919 573,641 309,221 264,420 1,402
Used internet in the last 3 months at work Yes - - - 27,629 12,087 15,542 208,166 125,370 82,797 -
Used internet in the last 3 months at place of education Yes 4,464 2,525 1,940 33,654 14,594 19,060 35,369 17,346 18,024 -
Used internet in the last 3 months at Friend’s home Yes 3,027 3,027 - 57,396 29,040 28,356 66,759 35,930 30,829 -
I
ANNEXURE 3: HOUSEHOLD LEVEL AND INDI-
IDENTIFICATION PARTICULARS
VIDUAL LEVEL QUESTIONNAIRE
STATIC TEXT
2018 INFORMATION AND COMMUNICATIONS TECHNOLOGY SURVEY

GPS Coordinates GPS GPS
CLUSTER NUMBER NUMERIC: INTEGER CLUSTER

SCOPE: IDENTIFYING
1. PROVINCE NAME SINGLE-SELECT PROV

SCOPE: IDENTIFYING
01 Central
02 Copperbelt
03 Eastern
04 Luapula
05 Lusaka
06 Muchinga
07 Northern
08 North Western
09 Southern
10 Western
2. DISTRICT NAME TEXT DIST

SCOPE: IDENTIFYING
3. CONSTITUENCY NAME TEXT CONS

SCOPE: IDENTIFYING
4. WARD NAME TEXT WARD

SCOPE: IDENTIFYING
5. REGION SINGLE-SELECT REGION

SCOPE: IDENTIFYING
01 Rural
02 Urban
6. CSA NUMBER NUMERIC: INTEGER CSA

SCOPE: IDENTIFYING
3 / 46
IDENTIFICATION PARTICULARS
www.zicta.zm145
7. SEA NUMBER NUMERIC: INTEGER SEA

SCOPE: IDENTIFYING
8. HOUSEHOLD SERIAL NUMBER NUMERIC: INTEGER HHN
9. LOCALITY OR VILLAGE NAME TEXT LOCALITY
E1 self.Length > 2
M1 Locality or Village name is too short
10. NAME OF THE HOUSEHOLD HEAD TEXT HEAD

SCOPE: HIDDEN
E1 self.Length > 2
M1 Head's name is too short
11a. Is %HEAD% the main respondent? SINGLE-SELECT HEADMAIN

SCOPE: HIDDEN
01 Yes
02 No
HOUSEHOLD ROSTER
HR1. Please give me the names of all persons who LIST HR1
usually live in this household. Start with the head of
the household and include persons who have been
living in this household for six months or more.
Include usual members who are away visiting, in
hospital, at boarding schools or college or university
etc.
I Also include visitors intending to live for 6 months or more
HOUSEHOLD ROSTER
Roster: HOUSEHOLD ROSTER
generated by list question HR1 persons
HR2. What is the relationship of %rostertitle% to the SINGLE-SELECT HR2
Head of the household? 01 Head

E1 self != 1 || (@rowcode==1 && self == 1) 02 Spouse
M1 Firts person must be the head of the household. 03 Own Child
E2 persons.Count(x=>x.HR2 == 1) == 1 04 Step Child
M2 There must be one household head. 05 Grandchild
06 Son-In-Law/Daughter-In-Law
07 Brother Or Sister
08 Cousin
09 Niece/Nephew
10 Parent
11 Parent-In-Law
12 Uncle/Aunt
13 Other Relative
14 Not Related
15 Don’t Know
HR3. Is %rostertitle% Male or female? SINGLE-SELECT HR3

01 Male
E1 !(HR2==1 && persons.Count(x=>x.HR2==2 && x.HR3==HR3)>0)
&& !(HR2==2 && persons.Count(x=>x.HR2==1 && x.HR3==HR3)> 02 Female
0)
M1 The sex of the head and spouse cannot be the same
HOUSEHOLD ROSTER 4 / 46 H
HR4. How old was %rostertitle% at his/her last NUMERIC: INTEGER HR4
birthday? (In completed years)
I Enter 0 if less than one year
W1 self <= 100
M1 Age seems too high
E2 self >= 0
M2 Age must be 0 or greater
E3 !(HR2.InList(1,2)) || (HR4 >= 10)
M3 The head must be at least 10 years old
E4 persons.Count(x=>x.HR2==1 && x.HR4 < HR4 + 13 && HR2==3)
==0
M4 Any child should be at least 12 years younger than the head
E5 persons.Count(x=>x.HR2==1 && x.HR4 < HR4 + 25 && HR2==5)
==0
M5 Any grandhild should be at least 24 years younger than the head
E6 persons.Count(x=>x.HR2==1 && x.HR4 + 12 > HR4 && HR2.InL
ist(10,11))==0
M6 A parent or parent in law must be at least 12 years older than the head.
HR5. Does %rostertitle% have any disability? SINGLE-SELECT HR5

01 Yes
02 No
HR6. What types of disability(s) does %rostertitle% MULTI-SELECT HR6
have? 01 Blind
E HR5 == 1
02 Partially sighted
03 Deaf
04 Dumb
05 Hard of hearing
06 Mental illness
07 Intellectual
08 Speech impaired
09 Physically disabled
10 Mentally retarded
HR7. Is %rostertitle% albino? SINGLE-SELECT HR7

01 Yes
02 No
HR8. What is %rostertitle%'s Marital Status? SINGLE-SELECT HR8

01 Never married
E HR4 >= 12
E1 !(HR2==1 && persons.Count(x=>x.HR2==2 && x.HR8!=HR8)>0)
02 Married
&& !(HR2==2 && persons.Count(x=>x.HR2==1 && x.HR8!=HR8)> 03 Separated
0)
04 Divorced
M1 Marital statuse of head and spouse should be the same 05 Widowed
E2 !(HR2 == 2 && HR8.InList(4,5)) Cohabiting
06
M2 A spouse cannot be divorced or widowed
HR9. Is %rostertitle% available for the individual SINGLE-SELECT RSTATUS

interview? 01 Available
E HR4 >= 10
02 Refused
03 Non Contact
04 Not currently available
HR9. Who is the MAIN RESPONDENT? SINGLE-SELECT: LINKED RESPONDENT
STATIC TEXT
E !(persons.Count(x=>x.HR2 == null || x.HR3 == null || x.HR4 == null || x.HR5 == null) == 0 && RESPONDENT != null)
You must complete the household roster before you can proceed.
HOUSEHOLD MEMBERS' CHARACTERISTICS

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6 HOUSEHOLD MEMBERS' CHARACTERISTICS
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STATIC TEXT
2018 N ATIONAL ICT SURVEY REPORT E !(persons.Count(x=>x.HR2 == null || x.HR3 == null || x.HR4 == null || x.HR5 == null) == 0 && RESPONDENT != null)
You must complete the household roster before you can proceed.

5 / 46
HOUSEHOLD MEMBERS' CHARACTERISTICS == null || x.HR3 == null || x.HR4 == null || x.HR5 == null) == 0 && RESPONDENT != null
E persons.Count(x=>x.HR2

Roster: MEMBERS
generated by list question HR1 members IC
E HR4 >= 10
HMC1. Has %rostertitle% ever attended school? SINGLE-SELECT HMC1

01 Yes
02 No
HMC2. What is the highest level of education SINGLE-SELECT HMC2

%rostertitle% attained? 00 Pre School
I If the level of education the respondent gives you follows the old grade s 01 Grade 1
ystem, e.g. Standard Four (4), and you need to convert to the current syst 02 Grade 2
em, refer to the manual. 03 Grade 3
E HMC1==1
04 Grade 4
05 Grade 5
06 Grade 6
07 Grade 7
08 Grade 8
09 Grade 9
10 Grade 10
11 Grade 11
12 Grade 12 GCE (O)
13 Grade 12 GCE (A)
14 Certificate
15 Diploma
And 4 other symbols [1]
HMC3. Is %rostertitle% able to read and write in any SINGLE-SELECT HMC3

language? 01 Yes
E !(HMC2 >= 7)
02 No
HMC4. What is %rostertitle%'s main employment SINGLE-SELECT HMC4
status? 01 Employed
02 Unemployed
03 Self Employed
04 Employer
05 Full Time Student
06 Too young/old to work
HMC5. What is %rostertitle%'s monthly income from NUMERIC: DECIMAL HMC5

all sources? (Zambian Kwacha)
I Enter -9 if there is no response
E HMC4 != 5 && HMC4 != 6
E1 self == -9 || self >= 0
M1 Amount in kwacha should be 0 or more.
ICT USAGE BY HOUSEHOLD

E members.Count(x=>x.HR4 >= 10 && (x.HMC1 == null || x.HMC4 == null)) == 0
IC
6 / 46
all sources? (Zambian Kwacha)
I Enter -9 if there is no response
E HMC4 != 5 && HMC4 != 6
E1 self == -9 || self >= 0

M1 Amount in kwacha should be 0 or more.

6 E members.Count(x=>x.HR4 >= 10 && (x.HMC1 == null || x.HMC4 == null)) == 0
Q1. What form(s) of electric energy is used by the MULTI-SELECT: YES/NO Q01
household? 01 / Utility power service

02 / Solar
03 / Generator
04 / Battery
06 / Other 6 / 46
Q1s. Specify other form of electric energy used by TEXT Q01S

the household.
E Q01.Yes.Contains(6)
Q2. What is the main electric energy used by the SINGLE-SELECT Q02
household? 01 Utility power service
F Q01.Yes.Contains(@optioncode) 02 Solar
E Q01.Yes.Count() > 1 03 Generator
04 Battery
06 Other
Q2s. Specify main electric energy used. TEXT Q02S
E Q02 == 6
Q3. Does this household or any member of this SINGLE-SELECT Q03

household have a working Television set (TV)? 01 Yes
02 No
Q4. Does this household have access to any SINGLE-SELECT Q04

broadcasting services using the Television set? 01 Yes
E Q03 == 1
02 No
Q5. Which of the following local broadcasting MULTI-SELECT: YES/NO Q05
services are accessed by the household? 01 / ZNBC

E Q03 == 1 && Q04 == 1 02 / MUVI
03 / Q-TV
04 / Prime TV
05 / Diamond TV
06 / ABN
07 / City TV
08 / Other local station
Q5s. Specify other local station. TEXT Q05S
Q6. In your view, how does the household rate the SINGLE-SELECT Q06
quality of ZNBC TV reception? 01 Good
02 Fair
03 Poor/Bad
7 / 46
www.zicta.zm149
6
Q7. Does this household have any of the following MULTI-SELECT: YES/NO Q07
broadcasting services? 01 / DSTV

E Q03 == 1 && Q04 == 1 02 / GoTV
03 / MUVI TV
04 / Topstar
05 / Free-to-Air
06 / Zuku TV
07 / DTH – Direct-to-Home Satellite TV
08 / ZNBC Set-Top-Box (Decoder)
09 / IP TV (eg NetFlix)
10 / Other
Q7s. Specify other broadcasting service the TEXT Q07S

household has.
Q8-1. How much are you paying for DSTV per NUMERIC: DECIMAL Q08_01
month? (Amount in Zambian Kwacha)
E1 self > 0
M1 Amount in kwacha must be more than 0.
Q8-2. How much are you paying for GoTV per NUMERIC: DECIMAL Q08_02
E1 self > 0
Q8-3. How much are you paying for MUVI TV per NUMERIC: DECIMAL Q08_03
E1 self > 0
Q8-4. How much are you paying for TopStar per NUMERIC: DECIMAL Q08_04
E1 self > 0
Q8-5. How much are you paying for Free-to-Air per NUMERIC: DECIMAL Q08_05
month? (Amount in Zambian Kwacha) SCOPE: HIDDEN
Q8-6. How much are you paying for Zuku TV per NUMERIC: DECIMAL Q08_06
E1 self > 0
Q8-7. How much are you paying for DTH – Direct- NUMERIC: DECIMAL Q08_07
to-Home Satellite TV per month? (Amount in
Zambian Kwacha)
E1 self > 0
8 / 46
Q8-8. How much are you paying for ZNBC Set-Top- NUMERIC: DECIMAL Q08_08
Box (Decoder) per month? (Amount in Zambian
Kwacha)
E1 self > 0
Q8-9. How much are you paying for IP TV service NUMERIC: DECIMAL Q08_09
per month? (Amount in Zambian Kwacha)
E1 self > 0
Q8-10. How much are you paying for Other TV NUMERIC: DECIMAL Q08_10
service (%Q07S%) per month? (Amount in Zambian
Kwacha)
E1 self > 0
Q9. Is subscription affordable for the following TV MULTI-SELECT: YES/NO Q09
service(s) the household pays for? 01 / DSTV

F Q07.Yes.Contains(@optioncode) 02 / GoTV
E Q07.Yes.Count() > 0 03 / MUVI TV
04 / Topstar
06 / Zuku TV
07 / DTH – Direct-to-Home Satellite TV
08 / ZNBC Set-Top-Box (Decoder)
09 / IP TV (eg NetFlix)
10 / Other
Q10-1. How much is the household willing to pay per NUMERIC: DECIMAL Q10_01
month for DSTV? (Amount in Zambian Kwacha)
E Q09.No.Contains(1)
E1 self < Q08_01
M1 An amount less than %Q08_01% which was not affordable is expected.
E2 self >= 0
M2 Amount in kwacha must be 0 or more.
month for GoTV? (Amount in Zambian Kwacha)
E1 self < Q08_02
E2 self >= 0
month for MUVI TV? (Amount in Zambian Kwacha)
E1 self < Q08_03
E2 self >= 0
6 www.zicta.zm151 9 / 46
month for Topstar? (Amount in Zambian Kwacha)
E1 self < Q08_04
E2 self >= 0
month for Free-to-Air? (Amount in Zambian
Kwacha)
E1 self < Q08_05
E2 self >= 0
month for Zuku TV? (Amount in Zambian Kwacha)
E1 self < Q08_06
E2 self >= 0
month for DTH – Direct-to-Home Satellite TV?
(Amount in Zambian Kwacha)
E1 self < Q08_07
E2 self >= 0
month for ZNBC Set-Top-Box (Decoder)? (Amount
in Zambian Kwacha)
E1 self < Q08_08
E2 self >= 0
month for IP TV (eg NetFlix)? (Amount in Zambian
Kwacha)
E1 self < Q08_09
E2 self >= 0
Q10-10. How much is the household willing to pay NUMERIC: DECIMAL Q10_10
per month for Other (%Q07S%)? (Amount in
Zambian Kwacha)
E1 self < Q08_10
E2 self >= 0
10 / 46
household have a working radio? 01 Yes
02 No
Q12. Does the household use the radio to access... MULTI-SELECT: YES/NO Q12
01 / PUBLIC STATIONS (ZNBC RADIO
E Q11 == 1
STATIONS)
02 / COMMERCIAL RADIO STATIONS
(Phoenix, Sky etc.)
03 / COMMUNITY RADIO STATIONS
Christian voice etc.
Q13a. In your view, how does the household rate the SINGLE-SELECT Q13A
quality of radio reception for PUBLIC STATIONS 01 Good
(ZNBC RADIO STATIONS)? 02 Fair
E Q12.Yes.Contains(1) 03 Poor/Bad
Q13b. In your view, how does the household rate the SINGLE-SELECT Q13B
quality of radio reception for COMMERCIAL RADIO 01 Good
STATIONS (Phoenix, Sky etc.)? 02 Fair
Q13c. In your view, how does the household rate the SINGLE-SELECT Q13C
quality of radio reception for COMMUNITY RADIO 01 Good
STATIONS (Christian voice etc)? 02 Fair
Q14. Does this household have a fixed telephone SINGLE-SELECT Q14
line? 01 Yes
02 No
Q15. Is the fixed telephone line functional? SINGLE-SELECT Q15

01 Yes
E Q14 == 1
02 No
Q16. How often does the household access the SINGLE-SELECT Q16
fixed telephone services? 01 At least once a day
E Q15 == 1
02 At least once a week
03 At least once a month
04 At least once in 3 months
05 Not At All
Q17. In your view, how is the quality of fixed SINGLE-SELECT Q17
telephone services? 01 Good

E Q15 == 1 && Q16.InList(1,2,3,4)
02 Fair
03 Bad
Q18. Are you satisfied, AS A USER OF FIXED MULTI-SELECT: YES/NO Q18

TELEPHONE, with the following ASPECTS of 01 / A. PROVISION OF SERVICE
service delivery by your service provider? INFORMATION
E Q15 == 1 && Q16.InList(1,2,3,4)
02 / B. CUSTOMER SERVICES
03 / C. COMPLAINT RESOLUTION
04 / D. RELIABILITY OF OVERALL
SERVICES
11 / 46
www.zicta.zm153
Q19. What is the household average monthly NUMERIC: DECIMAL Q19

expenditure on fixed telephone services? (Amount
in Zambian Kwacha)
I Enter -9 if amount cannot be obtained
E Q15 == 1 && Q16.InList(1,2,3,4)
W1 self <= 5000
M1 Amount in kwacha seems to be too high.
E2 self == -9 || self >= 0
M2 Amount in kwacha must be 0 or more. -9 must be entered if not able to o
btain a response.
Q20. Is fixed telephone service affordable? SINGLE-SELECT Q20

01 Yes
E Q19 > 0
02 No
Q21. How much is the household willing to pay for NUMERIC: DECIMAL Q21
fixed telephone services per month? (Amount in
Zambian Kwacha)
E Q20 == 2 && Q19 > 0
W1 self <= 5000
M1 Amount in kwacha seems to be too high.
E2 self >= 0
E3 Q21 < Q19
M3 An amount less than what the household is currently spending (%Q19%
) is expected.
Q22. Does this household or any member of the SINGLE-SELECT Q22
household have a mobile cellular telephone? 01 Yes

02 No
household have a computer? 01 Yes

02 No
Q24. Does any member of the household use the SINGLE-SELECT Q24
computer to access the internet at home? SCOPE: HIDDEN
01 Yes
E Q23 == 1 02 No

household have any internet access at home, 01 Yes
regardless of whether it is used or not? 02 No
Q26. Why does this household not have Internet MULTI-SELECT: YES/NO Q26
access? 01 / Do not need the Internet (not useful,
not interesting, lacks local content)
E Q25 == 2
02 / Have access to the Internet elsewhere
03 / Lack of confidence, knowledge or
skills to use the Internet
04 / Cost of the equipment is too high
05 / Cost of the internet is too high
06 / Privacy or security concerns
07 / Internet service is not available in the
area
08 / Internet service is available but it does
not correspond to household needs
(e.g. quality, speed)
09 / Cultural reasons (e.g. exposure to
harmful content)
10 / Other reason
12 / 46
Q26s. Specify why this household does not have TEXT Q26S
internet access.
Q27. What type of internet service(s) are used for MULTI-SELECT: YES/NO Q27
internet access at home? 01 / Terrestrial fixed (wireless) broadband
network e.g. DSL, WiMAX etc
E Q25 == 1
02 / VSAT (Satellite broadband network)
03 / Fixed (wired) narrowband (internet
speed under 256 kbps e.g. Dial-up, N-
ISDN, Fractional T1 etc.)
04 / Fibre-to-the-home
05 / Mobile narrowband (internet speed
under 256 kbps e.g. 2G, 2.5G etc.)
06 / Mobile broadband network via mobile
phone (3G, 4G etc.)
07 / Mobile broadband network via
modem (Mifi etc.)
08 / Other type
Q28. What is the main type of internet access used SINGLE-SELECT Q28
at home? 01 Terrestrial fixed (wireless)
broadband network e.g. DSL,
F Q27.Yes.Contains(@optioncode) WiMAX etc
E Q27.Yes.Count() > 1 02 VSAT (Satellite broadband
network)
03 Fixed (wired) narrowband (internet
speed under 256 kbps e.g. Dial-
up, N-ISDN, Fractional T1 etc.)
04 Fibre-to-the-home
05 Mobile narrowband (internet
speed under 256 kbps e.g. 2G,
2.5G etc.)
06 Mobile broadband network via
mobile phone (3G, 4G, LTE etc.)
07 Mobile broadband network via
modem (3G, 4G, LTE etc.)
08 Other type
Q28s. Specify main type of internet access used at TEXT Q28S

home.
E Q28 == 8
Q29. Are you satisfied, AS A USER OF INTERNET, MULTI-SELECT: YES/NO Q29

with the following ASPECTS of service delivery by 06 / 6. INTERNET SPEED
your MAIN Internet service provider? 01 / 1. PROVISION OF SERVICE
E Q25 == 1 INFORMATION
02 / 2. CUSTOMER SERVICES
03 / 3. COMPLAINT RESOLUTION
04 / 4. ACCURACY IN BILLING
05 / 5. RELIABILITY OF OVERALL
SERVICES
Q30. On average how much does the household NUMERIC: DECIMAL Q30
spend on internet services in a month? (Amount in
Zambian Kwacha)
E Q25 == 1
E1 self >= 0
www.zicta.zm155 13 / 46
Q31. Is internet service affordable for the SINGLE-SELECT Q31

household? 01 Yes
E Q25 == 1 && Q30 > 0
02 No
Q32. How much is the household willing to pay for NUMERIC: DECIMAL Q32
internet services?
E Q31 == 2 && Q30 > 0
E1 self >= 0
E2 Q32 < Q30
M2 An amount less than what the household is currently spending (%Q30%
) is expected.
Q33. Do you know how many members of the SINGLE-SELECT Q33
household are using the internet? 01 Yes

E Q25 == 1
02 No
Q34. How many members of the household are NUMERIC: INTEGER Q34
using the internet?
E Q33 == 1
E1 self <= persons.Count()
M1 Number of members using the internet can't exceed the number of pers
ons in the household
E2 self > 0
M2 At least one member of the household must be using the internet.
Q35. How old is the youngest member of the SINGLE-SELECT: LINKED Q35
household using the internet?
E Q25 == 1
Q36. Do you or any other member of the household SINGLE-SELECT Q36

pay attention to the internet content accessed by the 01 Yes
household? 02 No
E Q25 == 1
Q37. Do you use any tools/strategies to mitigate the SINGLE-SELECT Q37

risk of household member’s exposure to illicit 01 Yes
content on the internet? 02 No
E Q25 == 1
Q37B. What is the main reason for not using any SINGLE-SELECT Q41
tools to mitigate exposure of the household to 01 Do not know of any tools
online/internet risks? 02 Don’t view illicit content as a
E Q37 == 2
serious danger
03 The tools I tried are not effective
04 members of my household are
responsible enough
05 Do not have the time
06 Not aware of any risks online
07 Other
Q37Bs. Specify other reason for not using any tools TEXT Q41S
to mitigate exposure
E Q41 == 7
14 / 46
ICT USAGE BY HOUSEHOLD I
Q38. What tools or strategies do you mainly use to SINGLE-SELECT Q38
mitigate the risk of the household’s exposure to illicit 01 Web browser filtering Parental
content on the internet? Control tools
02 ISP-level additional content
E Q37 == 1
filtering services
03 Voluntary filtering of child abuse
materials
04 Family friendly internet filters
05 Search engine filtering
06 Operating system filtering
07 Installing software to filter illicit
content
08 Activate history log to monitor
visited sites
09 Other
Q38s. Specify other tool or strategy you use. TEXT Q38S
E Q38 == 9
Q39. Do you visit activity logs or history pages of SINGLE-SELECT Q39
internet sites visited by household members? 01 Yes

E Q36.InList(1,2)
02 No
Q40. Why don’t you visit activity logs or history TEXT Q40
pages of sites visited by household members?
E Q39 == 2
Q42. Have you agreed on rules about using the SINGLE-SELECT Q42
internet with household members 01 Yes

E Q25 == 1 02 No
Q43. Do you have rules in this household regarding MULTI-SELECT: YES/NO Q43
the following? 01 / Sharing passwords

I Enumerator: read out the items below to the respondent and select appr 02 / Age inappropriate products and/or
opriate answer for each. services
E Q42 == 1 03 / Bullying
04 / Pornograghy
05 / Posting photographs
06 / Sharing personal information e.g.
name, phone number, address etc
07 / Sexting
08 / Physical meeting with people met
online
09 / Other
Q43s. Specify other area for which you have rule TEXT Q43S
about using the internet in the household.
Q44. Do you have a good understanding of SINGLE-SELECT Q44

activities household members do while on the 01 Yes
internet/online? 02 No
E Q36.InList(1,2)
Q45. What is the reason for not having good TEXT Q45
understanding of how household members spend
their time online?
E Q44 == 2
15 / 46
www.zicta.zm157
Q46. Do you or any member of the household SINGLE-SELECT Q46

educate household members on the risks 01 Yes
associated with internet/online environment? 02 No
E Q36.InList(1,2)
Q47. Does the education include the following? MULTI-SELECT: YES/NO Q47
01 / Sharing passwords
E Q46 == 1
02 / Age inappropriate products/services
03 / Bullying
04 / Pornograghy
05 / Sexting
06 / Posting photographs
07 / Sharing personal information e.g.
name, phone number, address etc
08 / Physical meeting with people met
online
09 / Other
Q47s. Specify other subject the education includes. TEXT Q47S
Q48. Do you share experiences encountered on the SINGLE-SELECT Q48
internet/online environment? 01 Yes

E Q36.InList(1,2)
02 No
Q49. State the reason for not communicating with TEXT Q49
household members on their internet/online
environment experiences
E Q48 == 2
Q50. Does the household use any digital financial SINGLE-SELECT Q50
service? (Zoona, MTN money, Airtel money, Zamtel 01 Yes
Kwacha, mobile banking, e-Voucher etc.) 02 No
Q51. What does the household use digital financial MULTI-SELECT: YES/NO Q51
services for? 01 / Pay electricity bills

E Q50 == 1 02 / Pay water bills
03 / Pay bills for pay TV
04 / Pay school fees
05 / Sending money
06 / Receiving money
07 / Other
Q51s. Specify other household use for digital TEXT Q51S

financial services.
E-WASTE
E (Q01.Yes.Count() > 0 || Q01.No.Count() > 0) && Q03.InList(1,2) && Q11.InList(1,2) && Q14.InList(1,2) &&
Q22.InList(1 ,2) && Q23.InList(1,2) && Q25.InList(1,2) && Q50.InList(1,2)
Q52. Has the household ever disposed of any SINGLE-SELECT Q52

electronic or electrical item(s) which are damaged 01 Yes
or are no longer useful to the household? 02 No
16 / 46 E
E-WASTE
Q53. Have you ever disposed of any of the following MULTI-SELECT: YES/NO Q53
items which are damaged or no longer useful to the 01 / Stove
household in the past 3 years? 02 / Fridge
E Q52 == 1 03 / Phone (mobile or fixed)
04 / Microwave
05 / Computers
06 / Blender
07 / Electric kettle
08 / Television
09 / Radio
10 / Scanner
11 / Printer
12 / Washing machine
13 / Air conditioner unit
14 / Fan
15 / Heater
16 / Projector
Q53s. Specify other item the household disposed of TEXT Q53S
Q54-1. How many Stove(s) have you disposed of NUMERIC: INTEGER Q54_01
which were damaged or were no longer useful to the
household?
E1 self > 0
M1 one or more items expected
Q54-2. How many Fridge(s) have you disposed of NUMERIC: INTEGER Q54_02
which were damaged or no longer useful to the
household?
E1 self > 0
Q54-3. How many Phone(s) (mobile or fixed) have NUMERIC: INTEGER Q54_03
you disposed of which were damaged or no longer
useful to the household?
E1 self > 0
Q54-4. How many Microwave(s) have you disposed NUMERIC: INTEGER Q54_04
of which were damaged or were no longer useful to
the household?
E1 self > 0
Q54-5. How many Computer(s) have you disposed NUMERIC: INTEGER Q54_05
of which were damaged or no longer useful to the
household?
E1 self > 0
17 / 46
E-WASTE
www.zicta.zm159
Q54-6. How many Blender(s) have you disposed of NUMERIC: INTEGER Q54_06
household?
E1 self > 0
Q54-7. How many Electric kettle(s) have you NUMERIC: INTEGER Q54_07
disposed of which were damaged or no longer
E1 self > 0
Q54-8. How many Television(s) have you disposed NUMERIC: INTEGER Q54_08
household?
E1 self > 0
Q54-9. How many Radio(s) have you disposed of NUMERIC: INTEGER Q54_09
household?
E1 self > 0
Q54-10. How many Scanner(s) have you disposed NUMERIC: INTEGER Q54_10
household?
E1 self > 0
M1 One or more items expected
Q54-11. How many Printer(s) have you disposed of NUMERIC: INTEGER Q54_11
household?
E1 self > 0
Q54-12. How many Washing machine(s) have you NUMERIC: INTEGER Q54_12
E1 self > 0
Q54-13. How many Air conditioner unit(s) have you NUMERIC: INTEGER Q54_13
E1 self > 0
Q54-14. How many Fan(s) have you disposed of NUMERIC: INTEGER Q54_14
household?
E1 self > 0
Q54-15. How many Heater(s) have you disposed of NUMERIC: INTEGER Q54_15
household?
E1 self > 0
Q54-16. How many Projector(s) have you disposed NUMERIC: INTEGER Q54_16
household?
E1 self > 0
Q54-17. How many VCR player(s) have you NUMERIC: INTEGER Q54_17
E1 self > 0
Q54-18. How many DVD/Blu Ray player(s) have you NUMERIC: INTEGER Q54_18
E1 self > 0
Q54-19. How many Hi-Fi system(s) have you NUMERIC: INTEGER Q54_19
E1 self > 0
Q54-20. How many Battery(s) have you disposed of NUMERIC: INTEGER Q54_20
household?
E1 self > 0
Q54-21. How many Solar panel(s) have you NUMERIC: INTEGER Q54_21
disposed of which were damaged or were no longer
E1 self > 0
www.zicta.zm161
Q54-22. How many LED/LCD light(s) have you NUMERIC: INTEGER Q54_22
E1 self > 0
Q54-23. How many Other items have you disposed NUMERIC: INTEGER Q54_23
household?
E1 self > 0
Q55a. Which of the following items are owned by MULTI-SELECT: YES/NO Q55A
the household currently? 01 / Stove

02 / Fridge
03 / Phone (mobile or fixed)
04 / Microwave
05 / Computers
06 / Blender
07 / Electric kettle
08 / Television
09 / Radio
10 / Scanner
11 / Printer
12 / Washing machine
13 / Air conditioner unit
14 / Fan
15 / Heater
16 / Projector
Q55s. Specify other item currently owned by the TEXT Q55S

household.
E Q55A.Yes.Contains(23)
E1 Q55S.Length > 2
M1 Text typed is too short to be the name of a household item. Please type t
he item correctly.
Q55-1. How many Stove(s) are owned by the NUMERIC: INTEGER Q55_01
household currently?
E1 self > 0
M1 1 or more items are expected
Q55-2. How many Fridge(s) are owned by the NUMERIC: INTEGER Q55_02
E1 self > 0
Q55-3. How many Phone(s) are owned by the NUMERIC: INTEGER Q55_03
E1 self > 0
20 / 46
E-WASTE E
Q55-4. How many Microwave(s) are owned by the NUMERIC: INTEGER Q55_04
E1 self > 0
Q55-5. How many Computers(s) are owned by the NUMERIC: INTEGER Q55_05
E1 self > 0
Q55-6. How many Blender(s) are owned by the NUMERIC: INTEGER Q55_06
E1 self > 0
Q55-7. How many Electric kettle(s) are owned by NUMERIC: INTEGER Q55_07
the household currently?
E1 self > 0
Q55-8. How many Television(s) are owned by the NUMERIC: INTEGER Q55_08
E1 self > 0
Q55-9. How many Radio(s) are owned by the NUMERIC: INTEGER Q55_09
E1 self > 0
Q55-10. How many Scanner(s) are owned by the NUMERIC: INTEGER Q55_10
E1 self > 0
Q55-11. How many Printer(s) are owned by the NUMERIC: INTEGER Q55_11
E1 self > 0
Q55-12. How many Washing machine(s) are owned NUMERIC: INTEGER Q55_12
by the household currently?
E1 self > 0
21 / 46
E-WASTE
www.zicta.zm163
Q55-13. How many Air conditioner unit(s) are NUMERIC: INTEGER Q55_13
owned by the household currently?
E1 self > 0
Q55-14. How many Fan(s) are owned by the NUMERIC: INTEGER Q55_14
E1 self > 0
Q55-15. How many Heater(s) are owned by the NUMERIC: INTEGER Q55_15
E1 self > 0
Q55-16. How many Projector(s) are owned by the NUMERIC: INTEGER Q55_16
E1 self > 0
Q55-17. How many VCR player(s) are owned by the NUMERIC: INTEGER Q55_17
E1 self > 0
Q55-18. How many DVD player(s) are owned by the NUMERIC: INTEGER Q55_18
E1 self > 0
Q55-19. How many Hi-Fi system(s) are owned by NUMERIC: INTEGER Q55_19
E1 self > 0
Q55-20. How many Batteries(s) are owned by the NUMERIC: INTEGER Q55_20
E1 self > 0
Q55-21. How many Solar panel(s) are owned by the NUMERIC: INTEGER Q55_21
E1 self > 0
Q55-22. How many LED/LCD light(s) are owned by NUMERIC: INTEGER Q55_22
E1 self > 0
Q55-23. How many %Q55S%(s) are owned by the NUMERIC: INTEGER Q55_23
E Q55A.Yes.Contains(23) && Q55S.Trim() != ""
E1 self > 0
INDIVIDUAL
E members.Count(x=>x.HR4 >= 10 && (x.HMC1 == null || x.HMC4 == null)) == 0
INDIVIDUAL
Roster: INDIVIDUALS
generated by list question HR1 individual
E HR4 >= 10 && RSTATUS == 1
STATIC TEXT
ICT USAGE FOR INDIVIDUAL
Q1. Do you know how to use a computer? SINGLE-SELECT I01

01 Yes
02 No
Q2. Which of the following activities have you MULTI-SELECT: YES/NO I02
carried out on the computer. 01 / A. Copying or moving a file or folder

E I01 == 1 02 / B. Using copy and paste tools to
duplicate or move information within a
document
03 / C. Sending e-mails with attached files
(e.g. document, picture, video)
04 / D. Using basic arithmetic formulae in
a spreadsheet
05 / E. Connecting and installing new
devices (e.g. a modem, camera,
printer)
06 / F. Finding, downloading, installing and
configuring software
07 / G. Creating electronic presentations
with presentation software (including
text, images, sound, video or charts)
08 / H. Transferring files between a
computer and other devices
09 / I. Writing a computer program using a
specialized programming language
10 / Other
www.zicta.zm165
Q2s. Specify other task you have carried out on the TEXT I02S
computer.
E I02.Yes.Contains(10)
Q3. Which of the following activities have you MULTI-SELECT: YES/NO I03
carried out on the computer in the last 3 months? 01 / A. Copying or moving a file or folder
F I02.Yes.Contains(@optioncode) 02 / B. Using copy and paste tools to
E I01 == 1 duplicate or move information within a
document
03 / C. Sending e-mails with attached files
(e.g. document, picture, video)
04 / D. Using basic arithmetic formulae in
a spreadsheet
05 / E. Connecting and installing new
devices (e.g. a modem, camera,
printer)
06 / F. Finding, downloading, installing and
configuring software
07 / G. Creating electronic presentations
with presentation software (including
text, images, sound, video or charts)
08 / H. Transferring files between a
computer and other devices
09 / I. Writing a computer program using a
specialized programming language
10 / Other
Q4. Have you used a mobile cellular telephone in SINGLE-SELECT I04

the last three months? 01 Yes
02 No
Q5. Have you owned a mobile cellular telephone SINGLE-SELECT I05

that is subscribed to any local mobile network 01 Yes
operator in the last 3 months? 02 No
E I04 == 1
Q6. Was the mobile cellular telephone purchased in SINGLE-SELECT I06

Zambia? 01 Yes
E I04 == 1 && I05 == 1 02 No
03 Don't know
Q7. Was the mobile phone brand new? SINGLE-SELECT I07

01 Yes
E I04 == 1 && I05 == 1
02 No
Q8. Are you aware of any certification requirements SINGLE-SELECT I08

for the mobile cellular telephone(s)? 01 Yes
02 No
Q9. Is there mobile cellular network coverage for any SINGLE-SELECT I09
local network in your place of residence? 01 Yes
02 No
Q10. What kind of mobile cellular network signal is SINGLE-SELECT I10

available in the area? 01 2G (GPRS, EDGE, GSM, CDMA,
TDMA, EGPRS, IMT-SC,
I Check the type of network using the provided application HSCSD)
E I09 == 1 02 3G (HSPA, HSPA+, UMTS, IMT-
2000, W-CDMA, )
03 4G (LTE, IMT-A, WiMAX, )
24 / 46
INDIVIDUAL I
Q11. How long (in minutes) would you have to walk NUMERIC: INTEGER I11
to find network coverage?
I Standard measure is 1km in 12
minutes E I09 == 2
E1 self >= 0 && self < 200
M1 Please enter a valid number of minutes
Q12. How many mobile cellular telephones with NUMERIC: INTEGER I12
active SIM cards do you have?
E I04 == 1 && I05 == 1
E1 self > 0
M1 number of cellular phones with active SIM cards should be 1 or more
Q13. Is your mobile cellular telephone or any of your SINGLE-SELECT I13

mobile cellular telephones multiple SIM? 01 Yes
E I04 == 1 && I05 == 1
02 No
Q14. How many of your mobile cellular telephone(s) NUMERIC: INTEGER I14
have IMEI numbers?
I dial *#06# to display mobile
device IMEI E I04 == 1 && I05 == 1
E1 self <= I12
M1 The number of phones having IMEIs should be equal or less than the tot
al number of phones (%I12%).
E2 self >= 0
M2 The number of phones having IMEIs must be 0 or more.
Q15. Which mobile cellular operator(s) are you MULTI-SELECT: YES/NO I15
subscribed to? 01 / Airtel

E I04 == 1 && I05 == 1 02 / MTN
03 / Zamtel
Q16. Which is your most preferred mobile cellular SINGLE-SELECT I16

network operator? 01 AIRTEL
F I15.Yes.Contains(@optioncode) 02 MTN
E I15.Yes.Count() > 1 03 ZAMTEL
Q17. What is the main reason for preferring the SINGLE-SELECT I17
network operator to others? 01 It’s the only network available here
02 Most of my friends are on the
E I04 == 1 && I05 == 1
network
03 They have good promotions
04 Number is known by most of my
contacts
05 Not expensive/affordable
06 Better quality of service
07 Good customer service/care
08 Other
Q17s. Specify reason for preferring the network to TEXT I17S

others.
E I17 == 8
Q18a. Have you ever experienced the following in MULTI-SELECT: YES/NO I18
the course of using a mobile cellular telephone 01 / Poor clarity of voice calls
services? 02 / Delayed call set up time beyond 10s
E I04 == 1 && I05 == 1 03 / Any dropped calls
04 / Delayed SMS delivery time beyond 5s
05 / Network intermittence or outage
25 / 46
INDIVIDUAL
www.zicta.zm167
Q18b_1. How do you rate your experience with SINGLE-SELECT I19_1

Voice Clarity regarding the service you are getting 01 Very Poor
from the mobile cellular telephone provider? 02 Poor
E I04 == 1 && I05 == 1 03 Average
04 Good
05 Excellent
Q18b_2. How do you rate your experience with Call SINGLE-SELECT I19_2
set up time regarding the service you are getting 01 Very Poor
from the mobile cellular telephone provider? 02 Poor
E I04 == 1 && I05 == 1 03 Average
04 Good
05 Excellent

Frequency of Call drops regarding the service you 01 Very Poor
are getting from the mobile cellular telephone Poor
02
provider?
03 Average
E I04 == 1 && I05 == 1 04 Good
05 Excellent

SMS delivery time regarding the service you are 01 Very Poor
getting from the mobile cellular telephone provider? 02 Poor
E I04 == 1 && I05 == 1 03 Average
04 Good
05 Excellent

Network availability regarding the service you are 01 Very Poor
getting from the mobile cellular telephone provider? 02 Poor
E I04 == 1 && I05 == 1 03 Average
04 Good
05 Excellent
Q19. Are you satisfied, AS A USER OF %I16%, MULTI-SELECT: YES/NO I19A

with the following ASPECTS of service delivery by 01 / 1. PROVISION OF SERVICE
your MAIN mobile network service provider? INFORMATION
E I04 == 1 02 / 2. CUSTOMER SERVICES
03 / 3. COMPLAINT RESOLUTION
04 / 4. ACCURACY IN BILLING
05 / 5. RELIABILITY OF OVERALL
SERVICES
Q20a. Are you aware of the existence of the MULTI-SELECT: YES/NO I20
following toll-free number in Zambia 01 / Child help line 116

E I04 == 1 && I05 == 1 02 / ZICTA call Centre 7070
Q20b. Have you used the following toll-free number MULTI-SELECT: YES/NO I20B
in Zambia 01 / Child help line 116

F I20.Yes.Contains(@optioncode) 02 / ZICTA call Centre 7070
E I04 == 1 && I05 == 1 && I20.Yes.Count() > 0
Q21. On average, how much do you spend on NUMERIC: INTEGER I21

airtime per week?
E I04 == 1 && I05 == 1
E1 self >= 0
M1 amount in kwacha must be 0 or more
26 / 46
INDIVIDUAL
Q22. Is the cost of mobile cellular telephone SINGLE-SELECT I22
communication affordable? 01 Yes

E I04 == 1 && I05 == 1 && I21 > 0
02 No
Q23. How much are you willing to spend on mobile NUMERIC: INTEGER I23
cellular communication per week?
E I22 == 2
E1 self >= 0
Q24. Is your mobile cellular telephone or any of your SINGLE-SELECT I24
mobile cellular telephone(s) a smartphone? 01 Yes

E I04 == 1 && I05 == 1
02 No
Q25. Do you use OTT (Over The Top) applications MULTI-SELECT: YES/NO I25
like WhatsApp, Viber, Facebook, Skype, Twitter, 01 / Messaging
Instagram etc. for the following services? 02 / Video Calling
E I24 == 1 03 / Voice calling
Q26. Are you willing to buy a smartphone? SINGLE-SELECT I26

01 Yes
E I24 == 2
02 No
Q27. How much are you willing to pay for a NUMERIC: INTEGER I27
smartphone?
E I26 == 1
E1 self >= 0
Q28. Have you ever disposed of any of the following MULTI-SELECT: YES/NO I28
item, which are damaged or no longer useful to you 01 / Mobile phone
(ICT related items in the past 3 years)? 02 / Backup power storages (Power bank,
UP etc.)
03 / Charger
04 / Battery
05 / Computer (Laptop, tablet, PDA etc.)
06 / Data storage devices (Flash drives,
memory cards, CDs, floppy disks,
external Hard drive etc.)
07 / Adaptor
08 / Accessories (headsets, data cables,
power packs, mouse etc.)
09 / Cameras
10 / Game consoles
11 / Other
Q28s. Specify other item disposed of. TEXT I28S
Q29-1. How many Mobile Phone(s) have you NUMERIC: INTEGER I29_01
disposed of in last 3 years?
E1 self > 0
M1 If item was disposed of in Q28, the number must be at least 1.
INDIVIDUAL
Q29-2. How many Backup power storage(s) (Power NUMERIC: INTEGER I29_02
bank, UPS etc.) have you disposed of in last 3
years?
E1 self > 0
Q29-3. How many Charger(s) have you disposed of NUMERIC: INTEGER I29_03
in last 3 years?
E1 self > 0
Q29-4. How many Battery(s) have you disposed of NUMERIC: INTEGER I29_04
in last 3 years?
E1 self > 0
Q29-5. How many Computer(s) (Laptop, tablet, NUMERIC: INTEGER I29_05

PDA etc.) have you disposed of in last 3 years?
E1 self > 0
Q29-6. How many Data storage device(s) (Flash NUMERIC: INTEGER I29_06
drives, memory cards, CDs, floppy disks, external
Hard drive etc.) have you disposed of in last 3
years?
E1 self > 0
Q29-7. How many Adaptor(s) have you disposed of NUMERIC: INTEGER I29_07
in last 3 years?
E1 self > 0
Q29-8. How many Accessories (headsets, data NUMERIC: INTEGER I29_08

cables, power packs, mouse etc.) have you
E1 self > 0
Q29-9. How many Camera(s) have you disposed of NUMERIC: INTEGER I29_09
in last 3 years?
E1 self > 0
Q29-10. How many Game console(s) have you NUMERIC: INTEGER I29_10
E1 self > 0
28 / 46
INDIVIDUAL
I
Q29-11. How many %I28S%(s) have you disposed NUMERIC: INTEGER I29_11
of in last 3 years?
E1 self > 0
Q30. How did you dispose of electronic and MULTI-SELECT: YES/NO I30
electrical devices which were damaged and/or are 01 / Gave away (donate, give)
no longer useful to you? 02 / Burnt
E I28.Yes.Count() > 0 03 / Sold (for reuse, recycling etc.)
04 / Threw at a landfill
05 / Threw in a trash can
06 / Put away within the house ( e.g.
stashed in the drawer)
07 / Other
Q30s. Specify how you disposed of electrical and TEXT I30S

electronics which were damaged or no longer
useful.
Q31a. Are you aware of the dangers associated SINGLE-SELECT I31

with unsafe disposal of electronic and electrical 01 Yes
devices that are no longer in use? 02 No
Q31b. What dangers are you aware of? MULTI-SELECT: YES/NO I31B
01 / Air pollution
E I31 == 1
E1 I31B == null || I31B.Yes.Count() > 0 02 / Water pollution
M1 A yes is expected on at least one of the dangers since %rostertitle% sai 03 / Soil contamination
d they are aware. 04 / Other
Q31s. Specify other danger. TEXT I31S
E I31B.Yes.Contains(4)
STATIC TEXT
INTERNET USAGE FOR INDIVIDUALS
Q32. Have you ever used the internet? SINGLE-SELECT I32

01 Yes
02 No
Q33. What is the main reason for not using the SINGLE-SELECT I33
internet? 01 I don’t know how to use it

E I32 == 2
02 Internet service is not available
03 Waste of time
04 It’s expensive
05 I have no access to internet
06 Lack of interest
07 No internet facility nearby
08 It is intimidating/frightening
09 Its demonic
10 I have no device for accessing it
11 Other
6
29 / 46
INDIVIDUAL
www.zicta.zm171
Q33s. Specify main reason for not using the TEXT I33S
internet.
E I33 == 11
Q34. Have you used the internet at least once in the SINGLE-SELECT I34
last 3 months? 01 Yes

E I32 == 1
02 No
Q35. How often did you use the internet in the last 3 SINGLE-SELECT I35
months? 01 At least once a day

02 At least once a week but not every
E I34 == 1
day
03 At least once a month
04 At least once in 3 months
Q36. Mention all the places where you used the MULTI-SELECT: YES/NO I36
internet in the last 3 months? 01 / Work

E I34 == 1 02 / place of education
03 / Friend’s home
05 / Home
06 / Community internet Access facility
07 / Internet café
08 / Anywhere on a mobile device
09 / Other
Q36s. Specify other place where you used the TEXT I36S
internet.
Q37. Do you have an email address? SINGLE-SELECT I37

01 Yes
E I32.InList(1,2)
02 No
Q38. How many email addresses do you have? NUMERIC: INTEGER I38
E I37 == 1
E1 self > 0
M1 %rostertitle% said %I37% to Q37, at least 1 email address is expected.
Q39. What email address type(s) do you have? MULTI-SELECT: YES/NO I39
01 / Yahoo
E I38 > 0
E1 self.Yes.Count() <= I38 02 / Gmail
M1 You can not have more email address types than the number of emails 03 / Outlook Mail
you have (%I38%) 04 / Hotmail
05 / Myway
06 / Live
07 / Corporate email
08 / Other
Q39s. Specify other email address you have. TEXT I39S
Q40. Do you use any cloud services? SINGLE-SELECT I40

01 Yes
E I32 == 1
02 No
172 2018 NATIONAL SURVEY ON ACCESS AND USAGE OF INFORMATION AND COMMUNICATION TECHNOLOGIES BY HOUSEHOLDS AND INDIVIDUALS 30 / 46
INDIVIDUAL
Q41. Which cloud services have you used before in MULTI-SELECT: YES/NO I41
the last 3 months? 01 / One drive

E I40 == 1 02 / You Tube
03 / iCloud
04 / Dropbox
05 / Google Drive
06 / Other
Q41s. Specify other cloud service that you used TEXT I41S
before?
Q42. What activities do you undertake when you are MULTI-SELECT: YES/NO I42
browsing/surfing the internet? 01 / Studying

E I34 == 1 02 / Research
03 / Business
04 / E-mail
05 / Social Networking
06 / Shopping Store
07 / Internet Banking
08 / Learning
09 / Gaming
10 / Downloading things
11 / Reading Publications
12 / Streaming videos and/or movies
13 / Watching online TV
14 / Listening to online music and/or radio
(audio streaming)
15 / Accessing cloud services
16 / Other
Q42s. Specify other activities you undertake when TEXT I42S

you are on the internet.
Q43. Are you satisfied, AS A USER OF INTERNET, MULTI-SELECT: YES/NO I43

with the following ASPECTS of service delivery by 01 / A. Provision Of Service Information
your MAIN Internet service provider? 02 / B. Customer Services
E I34 == 1 03 / C. Complaint Resolution
04 / D. Accuracy In Billing
05 / E. Reliability Of Overall Services
Q44. What type of internet services do you use SINGLE-SELECT I44

often? 01 Narrowband (internet speed under
256 kbps)
E I34 == 1
02 Mobile broadband via mobile
phone
03 Mobile broadband via modem
(dongle,)
04 Fixed broadband e.g. terrestrial,
Fibre etc.
05 I don’t know
INDIVIDUAL
Q45. What is your monthly expenditure on internet NUMERIC: INTEGER I45

services?
I Enter -9 if not paying (for example if someone else pays
for %rostertitle %'s internet services)
E I44.InList(1,4,5)
E1 self == -9 || self >= 0
Q46. What is your weekly expenditure on internet NUMERIC: INTEGER I46

services?
I Enter -9 if not paying (for example if someone else pays
for %rostertitle %'s internet services)
E I44.InList(2,3)
E1 self == -9 || self >= 0
Q47. Is internet service affordable for you? SINGLE-SELECT I47

01 Yes
E I45 > 0 || I46 > 0
02 No
Q48. How much are you willing to pay for internet NUMERIC: INTEGER I48
services monthly?
E I47 == 2
E1 self >= 0
E2 I48 < I46
M2 An amount less than what %rostertitle% is currently spending (%I46%) i
s expected.
STATIC TEXT
REGULATORY ASSESSMENT
Q49. Do you know of any institution that regulates SINGLE-SELECT I49

the ICT, Postal and Courier services in Zambia 01 Yes
02 No
Q50. Which institution is mandated to regulate the SINGLE-SELECT I50

ICT, Postal and Courier services in Zambia? 01 ZICTA (Zambia Information and
I Enumerator: Do not read out options Authority)
E I49 == 1 Other
02
Q50s. Specify other institution mentioned by TEXT I50S

respondent.
E I50 == 2
Q51. Have you ever heard about the Zambia SINGLE-SELECT I51
Information & Communication Technology Authority 01 Yes
(ZICTA)? 02 No
E I50 == 2 || I49 == 2
174 2018 NATIONAL SURVEY ON ACCESS AND USAGE OF INFORMATION AND COMMUNICATION TECHNOLOGIES BY HOUSEHOLDS AND INDIVIDUALS 32 / 46
INDIVIDUAL
I
Q52. Do you think ZICTA is effective as a MULTI-SELECT: YES/NO I52
regulator in performing the following functions? 01 / 1. Enforcement of Quality of service
E I49 == 1 && I50 == 1 && I51 != 1 02 / 2. Voice tariff regulation
03 / 3. Data tariff regulation
04 / 4. SMS tariff regulation
05 / 5. Complaints Resolutions
06 / 6. Consumer Protection
07 / 7. Consumer Awareness
08 / 8. Access to ICT services
STATIC TEXT
INTERNET RISKS
Q53. Do you know of any dangers or risks that exist SINGLE-SELECT I53
from using the internet? 01 Yes
E I32 == 1
02 No
Q54. What are the online/internet risks that you MULTI-SELECT: YES/NO I54
know of? 01 / A. Fake News

E I53 == 1 02 / B. Phishing
03 / C. Financial Fraud
04 / D. Pornographic Materials
05 / E. Cyber bullying
06 / F. False alarms
07 / G. Identity theft
08 / H. Violence
09 / I. Terrorism
10 / J. Damage to reputation
12 / K. Sexting .B
13 / L. Impersonation
14 / M. Fake online promotions
15 / N. Scams
16 / O. Hacking
17 / P. Online Defamation
Q54s. Specify other online/internet risk you know of. TEXT I54S
INDIVIDUAL
Q55. Have you ever been a victim of any of the MULTI-SELECT: YES/NO I55
following online/internet risks? 01 / A. Fake News

I Read out options and explain 02 / B. Phishing
E I32 == 1 03 / C. Financial Fraud
08 / H. Violence
09 / I. Terrorism
12 / K. Sexting .B
15 / N. Scams
16 / O. Hacking
Q55s. Specify other online/internet risk you have TEXT I55S

been a victim of.
Q56. Do you have any social media account? SINGLE-SELECT I56

01 Yes
E I32 == 1
02 No
Q57. Which social media account(s) do you have? MULTI-SELECT: YES/NO I57
01 / A. Twitter
E I56 == 1
02 / B. Facebook
03 / C. WhatsApp
04 / D. Google +
05 / E. Instagram
06 / F. Viber
07 / G. Snap Chat
08 / H. WeChat
09 / I. Skype
10 / J. Linked-In
11 / K. Windows Live
12 / L. Yahoo Messenger
13 / M. Blackberry Messenger
14 / N. Twoo
15 / O. Badoo
16 / P. Myspace
Q57s. Specify other social media account you have. TEXT I57S
34 / 46
INDIVIDUAL I
Q58. Which social media account do you use the SINGLE-SELECT I58
most? 01 A. Twitter
F I57.Yes.Contains(@optioncode) 02 B. Facebook
E I57.Yes.Count() > 1 03 C. WhatsApp
04 D. Google +
05 E. Instagram
06 F. Viber
07 G. Snap Chat
08 H. WeChat
09 I. Skype
10 J. Linked-In
11 K. Windows Live
12 L. Yahoo Messenger
13 M. Blackberry Messenger
14 N. Twoo
15 O. Badoo
16 P. Myspace
Q59. Have you ever encountered any of the MULTI-SELECT: YES/NO I59
following online/internet risks while using the social 01 / A. Fake News
media? 02 / B. Phishing
E I56 == 1 03 / C. Financial Fraud
08 / H. Violence
09 / I. Terrorism
11 / K. Sexting
14 / N. Scams
15 / O. Hacking
Q59s. Specify other online/internet risk you TEXT I59S

encountered.
Q60. Have you ever been exposed to pornography SINGLE-SELECT I60
on the internet? 01 Yes

E I32 == 1
02 No
Q61. Have you ever been exposed to violent SINGLE-SELECT I61
material on the internet? 01 Yes

E I32 == 1
02 No
Q62. Are you aware that SINGLE-SELECT I62

production/possession/circulation of obscene 01 Yes
materials, including pornography, is a crime in
02 No
Zambia?
INDIVIDUAL
Q63. What would you do if you were exposed to MULTI-SELECT: YES/NO I63
obscene materials on the internet? 01 / Report it to the site you are on if it
I Probe for the first reaction/response upon exposure to obscene material
popped up
s on the internet. 02 / Report to Zambia Police
E I32 == 1 03 / Talk to someone you trust
04 / Close the site
05 / Surf on
06 / Use filters to block offensive or adult
material
07 / Seek support to prevent access to the
website
08 / Report to ZICTA
09 / Other
Q63s. Specify what you would do. TEXT I63S
Q64. Do you know how to activate security or SINGLE-SELECT I64

privacy settings on social media or internet browser 01 Yes
in order to protect yourself? 02 No
E I34 == 1
Q65. Do you get in touch with your service provider SINGLE-SELECT I65
(ISP, MNO etc.) for help on tools or strategies to 01 Yes
mitigate or control internet risks? 02 No
E I64 == 2
Q66. Have you ever personally used the internet to SINGLE-SELECT I66
purchase any goods and/or services? 01 Yes

E I32 == 1 02 No
Q67. How did you pay for the goods and/or MULTI-SELECT: YES/NO I67
services? 01 / PayPal
E I66 == 1 02 / Western Union
03 / Payment card (VISA, Master Card,
American Express etc.)
04 / Mobile money
05 / Telegraphic Transfer
06 / Other
Q67s. Specify how you paid for the goods and/or TEXT I67S
services.
Q68. Did you encounter difficulties in the process of MULTI-SELECT: YES/NO I68
transacting with … 01 / PayPal

F I67.Yes.Contains(@optioncode) 02 / Western Union
E I67.Yes.Count() > 0 03 / Payment card (VISA, Master Card,
04 / Mobile money
06 / Other
36 / 46
INDIVIDUAL
Q69. Did you receive the goods and/or services the MULTI-SELECT: YES/NO I69
last time you made a transaction online? 01 / PayPal

F I67.Yes.Contains(@optioncode) 02 / Western Union
E I66 == 1 && I67.Yes.Count() > 0 03 / Payment card (VISA, Master Card,
04 / Mobile money
06 / Other
Q70. Did you receive a refund? MULTI-SELECT: YES/NO I70

01 / PayPal
F I69.No.Contains(@optioncode)
E I69.No.Count() > 0 02 / Western Union
03 / Payment card (VISA, Master Card,
04 / Mobile money
06 / Other
Q71. How were the goods mainly delivered the last SINGLE-SELECT I71
time you bought goods/services online? 01 Zampost

E I69.Yes.Count() > 0 02 Courier Company
03 Logistics Company
06 Seller
07 Downloads
08 Online services
09 Other
Q71s. Specify how the goods were delivered. TEXT I71S
E I71 == 9
Q72. Were the goods and/or services in the SINGLE-SELECT I72

condition that was described on the internet? 01 Yes
E I69.Yes.Count() > 0
02 No
STATIC TEXT
DIGITAL FINANCIAL SERVICES
Q73. Are you aware of the existence of any digital SINGLE-SELECT I73
financial service(s) currently on offer in Zambia? 01 Yes
(e.g. Zoona, Airtel Money etc.) 02 No
Q74. Do you have any of the following account(s)? MULTI-SELECT: YES/NO I74
01 / 1. Commercial bank account
(Barclays, Zanaco etc.)
02 / 2. Mirco fin account (Bayport,
Zampost etc.)
03 / 3. Saving and Credit institutions
(Natsave, Building Society etc.)
04 / 4. E-Wallet (Zoona account, Airtel
money account etc.)
Q75. Is any of the accounts enabled for the following MULTI-SELECT: YES/NO I75
digital financial services? 01 / 1. Phone banking

E I74.Yes.ContainsAny(1,2,3) 02 / 2. Online/Internet banking
INDIVIDUAL 37 / 46
6 www.zicta.zm179
Q76. Have you ever transacted using digital SINGLE-SELECT I76

financial service(s)? 01 Yes
02 No
Q77A. Why have you not ever used any of the digital MULTI-SELECT: YES/NO I77
financial services on the market? 01 / Preference to transact with cash

E I76 == 2 02 / Low transaction threshold
03 / Not trustworthy
04 / Feel insecure
05 / phobia of technology
06 / Have no money
07 / Unreliable services
08 / Not registered
09 / It’s expensive
10 / No access to services
11 / Other
Q77s. Specify other reason why you have not ever TEXT I77S
used any of the digital financial services
Q77B. What is the main reason you have not ever SINGLE-SELECT I77B
used any of the digital financial services on the 01 Preference to transact with cash
market? 02 Low transaction threshold
F I77.Yes.Contains(@optioncode) 03 Not trustworthy
E I77.Yes.Count() > 1 04 Feel insecure
05 phobia of technology
06 Have no money
07 Unreliable services
08 Not registered
09 It’s expensive
10 No access to services
11 Other
Q78. Which digital financial service(s) have you MULTI-SELECT: YES/NO I78
used before? 01 / A. Airtel Money

E I76 == 1 02 / B. MTN Money
03 / C. Zamtel Kwacha
04 / D. Speed Pay
05 / E. Broad Pay
06 / F. Kazang (Spagris)
07 / G. FNB e-Wallet
08 / H. Cash send (Barclays)
09 / I. Stanbic IM Voucher
10 / J. Payment cards (e-Voucher etc.)
11 / K. Zoona
12 / L. Xapit
13 / M. Swiftcash
14 / N. Shoprite money transfer
15 / O. Other
Q78s. Specify which digital financial service you TEXT I78S

have used before.
38 / 46 IN
INDIVIDUAL
Q79. Do you have any preference for a digital SINGLE-SELECT I79
financial service provider? 01 Yes
E I76 == 1 02 No
Q80. Which service is your most preferred digital SINGLE-SELECT I80

financial service? 01 A. Airtel Money
F I78.Yes.Contains(@optioncode) 02 B. MTN Money
E I79 == 1 && I78.Yes.Count() > 0 03 C. Zamtel Kwacha
04 D. Speed Pay
05 E. Broad Pay
06 F. Kazang (Spagris)
07 G. FNB e-Wallet
08 H. Cash send (Barclays)
09 I. Stanbic IM Voucher
10 J. Payment cards (e-Voucher etc.)
11 K. Zoona
12 L. Xapit
13 M. Swiftcash
14 N. Shoprite money transfer
15 O. Other
Q80s. Specify which digital financial service is your TEXT I80S

most preferred.
E I80 == 15
Q81. Give the main reason for your preference. TEXT I81
E I79 == 1
Q82. Which of the following transaction(s) do you MULTI-SELECT: YES/NO I82

use digital financial services for? 01 / A. Pay for utility bills (Power, water,
DSTV etc.)
E I76 == 1
02 / B. Buy airtime
03 / C. Pay taxes
04 / D. Pay school/tuition fees
05 / E. Pay hospital bills
06 / F. Sending money
07 / G. Receiving money
08 / H. Pay for insurance
09 / I. Make merchant payments
10 / J. Savings
11 / K. Other
Q82s. Specify which transaction you use digital TEXT I82S

financial services for.
Q83. Would you recommend the use of digital SINGLE-SELECT I83

financial services to others? 01 Yes
E I76 == 1
02 No
INDIVIDUAL
Q84. Why would you not recommend the use of the MULTI-SELECT: YES/NO I84
digital financial services to others? 01 / Preference to transact with cash

E I83 == 2 02 / Low transaction threshold
03 / Not trustworthy
04 / Insecure
05 / Technology not user friendly
06 / Unreliable services
07 / It’s expensive
08 / Bad experience with provider/agent
09 / Fraud
10 / Other
Q84s. Specify why you would not recommend the TEXT I84S
use of digital financial services to others.
Q85. Do you know of any institution that regulates SINGLE-SELECT I85

digital financial services in Zambia? 01 Yes
02 No
Q86. What is the name of the institution which TEXT I86

regulates digital financial services in Zambia?
E I85 == 1
Q87. Are you aware of any channels of redress for SINGLE-SELECT I87
complaints related to digital financial services? 01 Yes

E I76 == 1 02 No
Q88. Who is the first contact for complaints related SINGLE-SELECT I88
to digital financial services? 01 Bank of Zambia (BOZ)
02 Zambia Information and
E I87 == 1
Authority (ZICTA)
03 Competition and Consumer
Protection Commission (CCPC)
04 Service provider (DFS)
05 Zambia Police
06 Other
Q88s. Specify who your first contact for complaints TEXT I88S
related to digital financial services is.
E I88 == 6
Q89. If your DFS related complaint is not resolved SINGLE-SELECT I89

by the first contact, where would you report it to? 01 Bank of Zambia (BOZ)
02 Zambia Information and
F @optioncode != I88 Communications Technology
E I87 == 1
Authority (ZICTA)
03 Competition and Consumer
04 Service provider (DFS)
05 Zambia Police
06 Other
Q89s. Specify where you would report to if DFS TEXT I89S

related complaint is not resolved by first contact.
E I89 == 6
I
40 / 46
INDIVIDUAL
Q90. Have you ever experienced any problem(s) SINGLE-SELECT I90
while using digital financial services? 01 Yes
E I76 == 1 02 No
Q91. Which digital financial service (s) has given MULTI-SELECT: YES/NO I91
you problem(s) before? 01 / A. Airtel Money

F I78.Yes.Contains(@optioncode) 02 / B. MTN Money
E I90 == 1 && I78.Yes.Count() > 0 03 / C. Zamtel Kwacha
04 / D. Speed Pay
05 / E. Broad Pay
06 / F. Kazang (Spagris)
07 / G. FNB e-Wallet
08 / H. Cash send (Barclays)
09 / I. Stanbic IM Voucher
10 / J. Payment cards (e-Voucher etc.)
11 / K. Zoona
12 / L. Xapit
13 / M. Swiftcash
14 / N. Shoprite money transfer
15 / O. Other
Q91s. Specify which digital financial service has TEXT I91S

given you problem(s) before
Q92. Which problems did you experience in the MULTI-SELECT: YES/NO I92
course of using digital financial services? 01 / Slow transmission of funds to intended
recipient
E I90 == 1
02 / Non-receipt of transferred money by
the recipient
03 / Non-receipt of notification
04 / Insufficient float (agent unable to send
due to insufficient e-value)
05 / Lack of liquidity (agents)
06 / Fraud
07 / Limited access points or agents
08 / System failure
09 / Other
Q92s. Specify which problems you experienced in TEXT I92S

the course of using digital financial services.
Q93. Where did you report the problem(s) you MULTI-SELECT: YES/NO I93
experienced? 01 / Bank of Zambia (BOZ)

E I90 == 1 02 / Zambia Information and
E1 (I93.Yes.Contains(7) && I93.Yes.Count() == 1) || !(I93.Y Communications Technology Authority
es.Contains(7)) (ZICTA)
M1 If 'nowhere' is selected, it must be the only response answered yes. 03 / Competition and Consumer
04 / Service provider (DFS)
05 / Police
06 / Other
07 / Nowhere (did not report)
Q93s. Specify where you reported the problem(s) TEXT I93S

you experienced
INDIVIDUAL 41 / 46
www.zicta.zm183
Q94. Have you received money via digital financial SINGLE-SELECT I94
services in the last 3 months? 01 Yes
E I76 == 1 02 No
Q95. How were you notified the last time money was SINGLE-SELECT I95
sent to you via digital financial services? 01 By service provider via SMS
02 By service provider through a
E I94 == 1
phone call
03 I had to check at the nearest
service centre/branch
04 By the sender
05 Other
Q95s. Specify how you were notified the last time TEXT I95S
money was sent to you via digital financial services.
E I95 == 5
Q96. How do you rate the quality of service for SINGLE-SELECT I96
digital financial services? 01 Good
E I76 == 1
02 Fair
03 Poor/Bad
Q97. What do you think is the main area that can be SINGLE-SELECT I97
improved in terms of quality of service for DFS? 01 Speed of transfers
02 Reliability of service in terms of
E I96.InList(2,3)
receiving of funds
03 Better service at receiving points
04 Increase in the number of pay
points for mobile payment
services
05 Complaint resolution
06 Availability of cash
07 Network outages
08 Other
09 Float availability
Q97s. Specify what you think is the main area that TEXT I97S
can be improved in terms of quality of service for
DFS
E I97 == 8
Q98. Do you feel digital financial transactions are SINGLE-SELECT I98
more efficient than cash/cheque transactions? 01 Yes

E I76 == 1
02 No
Q99. Which one do you use more often? SINGLE-SELECT I99

01 Digital financial transactions
E I76 == 1
02 Cash/Cheque transactions
Q100. Do you feel secure when sending/receiving SINGLE-SELECT I100
money via digital financial services? 01 Yes

E I76 == 1
02 No
Q101. What is your main security concern? SINGLE-SELECT I101
01 Losing money
E I100 == 2
02 Potential exposure of personal
information to crooked people
03 Lack of trust for service providers
04 Legitimacy of certain services is
questionable
05 Other
Q101s. Specify what your main security concern is. TEXT I101S
E I101 == 5
Q102. Which digital financial service do you use SINGLE-SELECT I102
frequently? 01 Airtel Money

F I78.Yes.Contains(@optioncode) 02 MTN Money
E I78.Yes.Count() > 1 03 Zamtel Kwacha
04 Speed Pay
05 Broad Pay
06 Kazang (Spagris)
07 FNB e-Wallet
08 Cash send (Barclays)
09 Stanbic IM Voucher
10 Payment cards (e-Voucher etc.)
11 Zoona
12 Xapit
13 Swiftcash
14 Shoprite money transfer
15 Other
Q102s. Specify which digital financial services you TEXT I102S

use frequently.
E I102 == 15
Q103. How would you rate the service charge of the SINGLE-SELECT I103
frequently used digital financial service (%I102%)? 01 Cheap

E I102 != null
02 Affordable
03 Expensive
Q104. How would you rate the overall service SINGLE-SELECT I104
delivery for the frequently used digital financial 01 Poor
services (%I102%)? 02 Fair
E I102 != null 03 Good
Q105. Are you aware of your rights as a user of SINGLE-SELECT I105

digital financial services? 01 Yes
E I76 == 1
02 No
www.zicta.zm185
Q106. Which of the following right(s) are you aware MULTI-SELECT: YES/NO I106
of? 01 / 1. Right to refund

E I105 == 1 02 / 2. Right to full product information
03 / 3. Privacy and protection of personal
data
04 / 4. Right to redress
05 / 5. Right to notification of product
alterations
06 / 6. Right to complain
07 / 7. Full disclosure of risks associated
with the service
08 / 8. Right to reverse transaction
09 / 9. Other
Q106s. Specify which right you are aware of. TEXT I106S
Q107. How did you know about these right(s)? MULTI-SELECT: YES/NO I107
01 / Service provider
E I105 == 1
02 / Website
03 / Social media
04 / Regulator
05 / Print or electronic media
06 / Other
Q107s. Specify how you knew about these right(s). TEXT I107S
Q108. What is your monthly income from all NUMERIC: DECIMAL I108
sources?
E HMC4 != 5 && HMC4 != 6
E1 self >= 0
www.zicta.zm187
HEAD OFFICE
Stand No. 4909 Corner of Independence
Avenue and United Nations Road
P. O Box 36871
Lusaka, Zambia
corporatecammunication@ zicta.zm
www.zicta.zm
+260 21 1 378 200
NDOLA
Copperbelt Regional OFFIce
Plot 2735 Liberia Road Trade Fair Grounds
+260 21 2 651032
CHINSALI
Chinsali regional office
Plot 888 Nkakula Street
Toll Free Call Centre Line: 7070


Zicta Ict Survey - 2018

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ii

2018 N ATIONAL ICT SURVEY REPORT

2018 NATIONAL SURVEY ON ACCESS AND USAGE OF

A Demand Side Assessment of Access and Usage of ICTs in Zambia

A Demand Side Assessment of Access and Usage of ICTs in Zambia

ZAMBIA INFORMATION AND COMMUNICATIONS TECHNOLOGY AUTHORITY

REPUBLIC OF ZAMBIA www.zicta.zm REPUBLIC OF ZAMBIA

2018 NATIONAL SURVEY ON ACCESS AND USAGE OF INFORMATION AND

A Demand Side Assessment of Access and Usage of ICTs in Zambia

ZAMBIA INFORMATION AND COMMUNICATIONS TECHNOLOGY AUTHORITY

REPUBLIC OF ZAMBIA REPUBLIC OF ZAMBIA

A Demand Side Assessment of Access and Usage of ICTs in Zambia

FOREWORD ....................................................................................................................................................................................................... iii

List of Tables ..................................................................................................................................................................................................... xiii

List of Figures ..................................................................................................................................................................................................... xiii

LIST OF ABBREVIATIONS................................................................................................................................................................................. xvii

2.0. Demographic and Socio-Economic Characteristics of the Survey................................................................................................. 4

3.0. Access and Usage of ICT Products and Services............................................................................................................................. 17

3.1.6. Access and Usage of Internet Services by Households.............................................................................................................. 32

4.0. Online Risks, Incidents and Mitigation..................................................................................................................................................... 70

6.0. Electrical and Electronic Waste Management.............................................................................................................................. 106

7.0. Key Conclusions, Policy and Regulatory Considerations...........................................................................................................113

REFERENCES ................................................................................................................................................................................................... 117

Annexure 1: Survey Methodology.................................................................................................................................................................... 119

Annexure 2: Selected ITU Core Indicators.................................................................................................................................................... 127

Annexure 3: Household Level and Individual Level Questionnaire...........................................................................................................118

Figure 80: Internet Users by Age Group; 2018.................................................................................................................................................. 56

CSO Central Statistical Office

DFS Digital Financial Services

EAs Enumeration Areas

E-Commerce Electronic Commerce

FNB First National Bank

FTTH Fibre –to-the Home

GRZ Government of the Republic of Zambia

ICT International Telecommunications Union

MNO Mobile Network Operator

SDGs Sustainable Development Goals

SEAs Standard Enumeration Areas

7NDP Seventh National Development Plan

SIDA Swedish International Development Agency

SIM Subscriber Identity Module

SZI SMART Zambia Institute

UNO United Nations Organisation

ZANACO Zambia National Commercial Bank

ZICTA Zambia Information and Communications Technology Authority

ZNBC Zambia National Broadcasting Corporation

1.0. Background to the 2018 National Survey on Access and

1.2. Survey Objectives

1.4. Context and Rationale for the Survey

2.0. Demographic and Socio-Economic Characteristics of the Survey

North Western Copperbelt

Region All Households Male Headed Households Female Headed Households

0% 10% 20% 30% 40% 50% 60% 70%

Female Headed Households

0% 10% 20% 30% 40%

2.2.1. Distribution of the Population by Province

2.2.2. Distribution of the Population by Region

2.2.3. Distribution of the Population by Sex

2.2.4. Distribution of the Population by Age Group

All Male Female

2.2.6. Distribution of the Population by Disability

Physically disabled 46.3%

Partially sighted 31.4%

Luapula 839.20 www.zicta.zm33