eSewa’s Profit Tripled in Four Years as Khadka Completes His Successful Tenure
Four years ago, when Jagdish Khadka became the Chief Executive Officer (CEO) of eSewa, the company was primarily known as a digital wallet used for payments. Bill payments, mobile top-ups, money transfers and QR payments were among its main uses.
Khadka’s four-year tenure is ending on Ashoj 11, 2083. During this period, eSewa’s services expanded beyond payments. The company broadened its offerings to include loans, savings, investments, personal financial management, business solutions, inclusive financial services and technology infrastructure.
Khadka was appointed CEO of eSewa on Ashoj 12, 2079. According to company data, the number of registered users increased by 83% during the four years.
Along with the growth in users, the number of active eSewa customers also increased significantly. Daily active users grew by 443%, while monthly active users increased by 145% and annual active users by 68%.
The number of users who completed KYC verification also increased by 158%. Meanwhile, the churn rate (the proportion of users who do not use the app on a monthly basis) fell from above 25% to 9%.
This indicates that eSewa not only added users but also succeeded in keeping them regularly engaged with the platform.
Growth in Revenue and Profit
Along with the expansion in users and services, eSewa’s financial performance also increased.
According to the company’s internal data, eSewa’s revenue increased by more than 350% and its profit by more than 311% during Khadka’s tenure.
Expanding Into Lending After Payments
One of the biggest changes in eSewa’s expansion has been its move from payment services into other financial services.
During this period, the company launched its digital lending service, ‘EasyLoan’. Initially introduced for eSewa agents, the service was later expanded through partnerships with banks and other partners.
Under ‘EasyLoan 2.0’, eSewa has added services such as Buy Now, Pay Later, professional loans, microloans and virtual credit cards. More recently, eSewa also launched ‘Swabalamban Loan’ for people with disabilities.
From Savings and Investments to Personal Financial Management
After payments, eSewa also added services focused on helping users manage their money.
Through ‘Finance 360’ within the app, users can view their income and expenses, prepare budgets and analyse their spending. Digital SIPs, mutual funds and savings-related services have also been added.
To make everyday payments easier, features such as Smart Payment Calendar, automatic bill payments and SmartPay Scheduler have also been introduced during this period.
eSewa has also introduced a TalkBack feature for visually impaired users, ‘eSewa Circle’ for managing group expenses and a chat feature.
More Than Payments for Businesses
eSewa has also introduced new services targeting small and medium-sized businesses.
Through the ‘Transactions’ feature within the eSewa Business app, merchants can maintain digital records of customers’ credit transactions, send reminders about outstanding amounts and receive payments through eSewa.
The company has also introduced ‘eSPEAKER’ for QR payments and a ‘Mini App’ feature that allows businesses to offer services and run customer-focused programmes within the eSewa platform.
Expanding Services Connected to Daily Life
During Khadka’s tenure, eSewa expanded its range of services used in everyday life alongside its financial services.
The eSewa app now offers services related to international flights, hotels, buses, cable cars, movies, eSIMs and healthcare. The company has also redesigned and improved ‘eSewa Hotels’ to make hotel bookings easier.
Similarly, services such as ‘eSewa Care’, ‘eSewa Life Care’ and ‘Super Term Life’ have been added under health- and security-related offerings.
The facility to withdraw money from eSewa accounts through ATMs has also been expanded during this period.
Payments From Outside Nepal and International Reach
During Khadka’s tenure, eSewa also expanded the reach of its payment services.
Indian users can now make payments to eSewa Business QR through UPI. Following its partnership with Alipay+, eSewa has also expanded the facility to accept payments through other international wallets on eSewa Business QR.
Changes From the App to Customer Support
As its range of services expanded, eSewa also made changes to the digital experience for users.
The company redesigned its main landing page and improved the interface and experience of its hotel services. It also introduced an ‘In-App Support’ feature, allowing users to seek assistance within the app.
Similarly, eSewa’s virtual assistant, ‘EVA’, or chatbot, has been integrated into its user support system.
The company has also expanded automation across various processes to improve the speed and efficiency of internal operations. It says these efforts have helped automate certain routine operational tasks, reduce processing time and improve internal efficiency.
Investment in Technology and Infrastructure to Support Growing Transactions
As its services, user base and transaction volumes grew, eSewa also increased investment in its technology infrastructure and security systems.
Previously, eSewa had a system under which services would be operated from an alternative data centre if there was a problem with the primary data centre. The company has now transformed its system so that both data centres can operate simultaneously.
On the security side, eSewa has implemented the ISO 27001:2022 standard, cryptographic vaults, Passeto-based tokenisation and transaction monitoring systems based on artificial intelligence and machine learning.
Redefining the Brand’s Purpose and Identity
The changes over the four-year period were not limited to services and technology. eSewa also redefined its institutional vision, mission, purpose and brand promise.
The company’s new vision is: “To foster a trusted digital financial ecosystem that empowers generations.”
Its mission is: “To provide secured and simplified digital financial solutions,” while its purpose is: “Democratizing financial services to bring every individual and entity to mainstream economy for inclusive growth.”
The company’s brand promise is: “Sabai. Sadhain. Sangai.”
National and International Recognition During the Four Years
During Khadka’s tenure, eSewa also received various recognitions at the national and international levels in business and technology.
In fiscal year 2081/82, the company received the ‘Best Managed IT Company of the Year’ award. More recently, at the Global Fintech Fest 2026 held in India, eSewa received the ‘Best Fintech from Nepal’ recognition.
In fiscal year 2080/81, eSewa was also recognised as the company paying the highest income tax in the ICT sector.
eSewa’s Transformation Over Four Years
During Khadka’s four-year tenure, eSewa’s expansion went beyond growth in users and transaction volumes.
The company has expanded from payments into lending, savings and investments, personal financial management, business solutions, healthcare and life insurance, international payments, inclusive financial services and technology infrastructure.
During this period, the addition of ATM withdrawals, digital lending, eSPEAKER, EVA, In-App Support and eSewa Care, along with the redesign of its hotel services and expansion of internal automation, further broadened the company’s service structure.
From being primarily known as a ‘digital wallet’ four years ago, eSewa has now evolved into a digital financial platform offering a range of financial and everyday services through a single platform.
