Page 22 - Methodology for measurement of Quality of Service (QoS) Key Performance Performance Indicators (KPIs) for Digital Financial Services

MTASSR = Ratio of transactions where the information For the current project it is assumed that the content
is correct, to all valid and successful transactions (i.e. of A and B side summary messages is correct. This KPI
where AA_200 and AE_300 are valid). can then be computed as soon as both of these mes-
sages (e.g. SMS) have arrived.
5.7.3 Specific definition
Start/valid try when the MT is actually triggered, i.e. 5.9.2 Formal definition
with last user confirmation. End after both the A and Computation of this KPI needs further study to deter-
B side summary SMS (or equivalent data elements of mine how unsuccessful transfers should be treated.
a particular DFS implementation) have been received. Preliminary definition:
Evaluation is made based on content of these elements.
See also the considerations in Event and action flow. Number of transactions where money is deducted
If the actual DFS implementation does not provide on the A side but not credited on the B side
respective information, this KPI cannot be computed. MTLR [%] = 100 *
Total number of successful transactions
5.8 Money Transfer Account Stabilization Time
(MTAST) 5.9.3 Specific definition
This KPI requires a timeout which determines the time
5.8.1 Functional description after it is assumed unlikely that the money sent by the
Time (after the DFS money transfer has been triggered) A party will appear in the B party account. The timeout
until all status and account information is correct and value should be determined based on the specific im-
consistent. plementation of the Service under test (see also Annex

Start event: when the MT is actually triggered, i.e. with A for respective considerations).
last user confirmation
5.10 Money Transfer Duplication Rate (MTDR)
With reference to Money Transfer Account Stabilization
Success Rate (MTASSR), the stop time is the time when 5.10.1 Functional description
the last of the A and B side summary messages e.g.by Probability that a money transfer is credited to the B
SMS have been received. side but is not deducted from the A side account.
For the current project, it is assumed that the content For the current project it is assumed that the content
of these messages is correct. of A and B side summary messages is correct. This KPI
can then be computed as soon as both of these mes-
■ NOTE: In order to validate the content of confirmation sages (e.g. SMS) have arrived.
SMS against primary account reports may be a sub-
ject of further study. 5.10.2 Formal definition
Computation of this KPI needs further study to deter-
5.8.2 Formal definition mine how unsuccessful transfers should be treated.
Preliminary definition
MTAST = max( T(AA_200, AE_310), T(AA_200, BE_320) )
Number of transactions where money is credited on the
This definition takes into account that the A and B side B side but not deducted on the A side)/( Total number
confirmations (e.g. by SMS) do not necessarily have a of successful transactions):
fixed order.
Number of transactions where money is credited
5.8.3 Specific definition on the B side but not deducted on the B side
Start time taken when the MT is actually triggered, i.e. MTDR [%] = 100 * Total number of successful transactions
with last user confirmation

5.9 Money Transfer Loss Rate (MTLR) 5.10.3 Specific definition
There are two possible cases to differentiate:
5.9.1 Functional description
Probability that a money transfer ends in a loss, i.e. a) TA is reported as unsuccessful, but money actually
money is deducted on the A side but not credited on appears on B side (but is not debited to A side; the
the B side. other case is treated in the MT false Negative Rate).
b) TA is reported as successful, money is credited to B
but not debited from A.

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