Page 50 - ITU-T Focus Group Digital Financial Services – Consumer Experience and Protection

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

Annex C: Selection of a set of KPIs appropriate for DFS

Traditionally, the ITU does neither specify a specific set of KPI nor does the ITU specify target values. The
technical and economic conditions are too different in different regions or even in different countries of the
same region to make it all the same.

Therefore, it is an important task for the stakeholders involved in DFS (regulators, service providers and user
organizations) to enter into a process of the selecting an appropriate set of KPIs that fits the local situation.

This selection could reflect the local market characteristics, customer's preferences and requirements. The
number of parameters may be chosen to be manageable both for reporting and for practical application.
Where local market characteristics require different sets of parameters for different customer sectors this
may be reflected in the choice of parameters.

Guidance on the process can be found in Supplement 9 to the ITU-T E.800-series Recommendations.

This section discusses several areas from which KPIs might be selected.

C.1 KPIs for non-utilization stages

For digital financial services it is crucial to set KPI for interactions between the user and the service provider
outside the actual usage of the service. Due to the nature of DFS it would obviously be beneficial if in addition
to the telecom regulator (and the DFS SP) the related regulator for the banking sector is involved in the selection
of these KPIs. The following stages need to be taken into account:

• Preliminary information on ICT services
• Contractual matters between ICT service providers and customers

• Provision of services
• Service alteration
• Technical upgrade of ICT services

• Documentation of services (operational instructions)
• Technical support provided by service provider
• Commercial support provided by service provider

• Complaint management
• Repair services

• Charging and billing
• Network/Service management by customer
• Cessation of service
Further details and guidance can be found in Recommendation ITU-T E.803.

C.2 Technical KPIs

This section points to technical KPIs that can be used against the four techniques discussed in this paper:
SMS, IVR, DTMF and USSD. It is important to understand that a specific DFS service offer may make use of
a combination of these four techniques. In such a case KPIs for each of the techniques should be taken into
account.

Example: A DFS transaction could be initiated using USSD/PULL and afterwards be concluded with SMS status
report etc.

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