Page 21 - Methodology for measurement of Quality of Service (QoS) Key Performance Performance Indicators (KPIs) for Digital Financial Services

By reference to Trigger Point IDs used, the terms of 5.6 Money Transfer Failed Transaction Resolution
this equation are the sub-phases related to entering re- Rate (MTFTRR)
quired information elements for the DFS transaction. 5.6.1 Functional description
If a specific DFS implementation does not use and
request a specific item, respective events and actions Probability that a failed transaction (by time-out
through inaction or loss of network coverage) leads to a
are not present, and associated T(x,y) are likewise not correct account balance
valid and are not used in the computation.
■ NOTE: This will be treated as out of context for the
5.4 Money Transfer False Positive Rate (MTFPR) current project but should be subject of further
study. Respective cases from the project can be used
5.4.1 Functional description as input for failure assessment.
Probability that a transaction is reported as successfully
completed but has not actually been performed. This is a secondary KPI which implies an error resolution
process outside the scope of actual testing. It involves
5.4.2 Formal definition cases where initially money is lost (with respect to re-
Using the event flow, receiving a primary or secondary ported account balance), and where this lost money is
success event without a corresponding attempt. retrieved though

5.4.3 Specific definition a) An active process, e.g. by filing a claim to retrieve lost
For further study. In order to determine the actual ac- money, or
count balance, either secondary information (e.g. A/B b) Some automated process in the realm of the DFS op-
side summary information SMS), or an evaluation of an erator that restores lost money automatically.
account record could be used. This KPI is not subject to testing or measurement within
the scope of the present pilot testing campaign.
5.5 Money Transfer False Negative Rate (MTFNR)
5.6.2 Formal definition
5.5.1 Functional description
Probability that a money transfer is reported as unsuc- Subject to further study.
cessful but in fact has taken place (i.e. money has been 5.6.3 Specific definition
transferred)
Subject to further study.
5.5.2 Formal definition 5.7 Money Transfer Account Stabilization Success
Reception of a negative response from the system (an Rate (MTASSR)
event other than a primary success criterion) which
ends the transaction. There are different variants of 5.7.1 Functional description
this type of result depending if secondary success Probability that a DFS transfer leads to a consistent ac-
criteria (SMS) or SMS with respective content are re- count on both sides when all information is considered
ceived or not (or if SMS content contradicts other sys- (i.e. primary status information on the A side, and sum-
tem responses). To detect this type of outcome, two mary information on A and B-side.
checks are possible: For the current project it is assumed that the content
of A and B side summary messages is correct. This KPI
– Account balance check on A side (as reported by can then be computed as soon as both of these mes-
SMS) sages (e.g. SMS) have arrived.
– Account balance check on B side (as reported by
SMS) 5.7.2 Formal definition
It is also possible that account information by SMS is Subject to further study. It needs to be defined how
not given by a SMS related to the current TA but in a missing A or B side summary messages should be treat-
later SMS from a subsequent TA. This can be checked ed (e.g. ignoring them for KPI computation or not).
(optionally) in post processing. Furthermore, the computation for a consistently
negative case needs to be defined (i.e. when a transac-
5.5.3 Specific definition tion fails, the expected result would be that the account
For further study. In order to determine the actual ac- balance is not changed). If this is not desired, respective
count balance, either secondary information (e.g. A/B definition of valid transactions is needed.
side summary information SMS), or an evaluation of an Preliminary definition:
account record could be used.
Number of transactions where information
in summary messages is correct
MTASSR [%] = 100 *
Total number of successful transactions
(: AA_200 valid, AE_300 valid)

Methodology for measurement of Quality of Service (QoS) Key Performance Indicators (KPIs) for Digital Financial Services • 19Methodology for measurement of Quality of Service (QoS) Key Performance Indicators (KPIs) for Digital Financial Services • 19