Page 41 - ITU-T Focus Group Digital Financial Services – Consumer Experience and Protection

ITU-T Focus Group Digital Financial Services
Consumer Experience and Protection

to the nature of services implementation this will, however, be a surrogate with considerable risk of predicting
actual DFS performance incorrectly.

It is therefore – owing to the importance of DFS – assumed that a better way of monitoring needs to be
established. This monitoring should – while being fully aware of practical issues in definition and implementation
– use actual use cases, i.e. actual money transfer.

The monitoring is proposed to have multiple forms which cover all of the stages of the technical life cycle of
any DFS implementation.

Assessment and Roll-out phase:

End to end performance measurements as professional done by dedicated systems, e.g. under control of
regulatory authorities.

Operational phase:

Regular End to end performance measurements as professional done by dedicated systems, e.g. under control
of regulatory authorities.

“Test Panel” performance measurements, integrated in selected end user’s devices/apps:

For this kind of measurement, a group of end users, selected as to be representative for the general usership,
would be recruited and equipped with specially designed DFS clients. This group would, along with doing
their “real life” DFS usage, also file additional reports. These reports would then allow responsible entities to
constantly assess the performance of DFS in the field.
“Crowdsourced” performance measurements, integrated in end user’s devices/apps:

This would be a simple and non-intrusive way to obtain information on DFS performance on a broad scale.
Professional systems used would be equipped with functionality to not only measure E2E performance, but also
collect diagnostic information allowing to track root causes for poor performance or malfunction of services.

Of course using real use cases creates additional cost. This cost needs to be assessed against the benefits of
obtaining real data instead of surrogate data which only can estimates actual service performance. Moreover,
it is possible, with little additional effort in planning and implementation, to design processes which optimize
such additional cost, such as re-transferring money which has been moved by a DFS usage.

It is therefore proposed to add respective concepts to a DFS implementation strategy. To increase the
effectiveness of such concepts, it is recommended to design a pilot phase which shall give insight into practical
aspects and provide information to optimize respective operations.

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