Page 10 - Methodology for measurement of Quality of Service (QoS) Key Performance Performance Indicators (KPIs) for Digital Financial Services

The methodology describes money transfers in a • KPIs for loss and duplication of money
generic way that is independent of the DFS implemen- • KPIs for final account stabilization.
tation. It uses a set of events to define a set of KPIs
which describe the performance of DFS and which can A supplementary set of KPIs is provided which is specif-
be linked to observable events in a specific implemen- ically designed for tests executed manually on normal
tation. end-user devices, i.e. where only a subset of events can
The set of KPIs provided by the methodology covers be observed; the accuracy of time-taking is limited by
basic end-to-end metrics, this includes: the manual execution, and where components of manu-
al activities can only to some extent be separated from
• KPIs such as the success rate and completion time results obtained by measurements.
for money transfers; focused on person-to-person Testing DFS, like field quality assessment in gener-
money transfers but expandable to other DFS use al does not only require well-defined KPIs, but careful
cases.
design of testing procedures. In particular, data quality
• KPIs that can be used to express potential weak- assurance is essential to ensure validity of results and
nesses or failures of the underlying money transfer optimum use of resources. The methodology therefore
management process, such as the False Positive and covers the entire range of manual tests up to automa-
False Negative Rate, where the system is reporting tion of tests, to provide best-practice information for
the outcome of transfers incorrectly. implementers of testing campaigns.

8 • Methodology for measurement of Quality of Service (QoS) Key Performance Indicators (KPIs) for Digital Financial Services