Page 9 - Methodology for measurement of Quality of Service (QoS) Key Performance Performance Indicators (KPIs) for Digital Financial Services

Executive Summary

The report describes a methodology for measurement ulatory compliance and consumer satisfaction, and
of Quality of Service Key Performance Indicators (QoS results can be used to improve service performance
KPIs) for Digital Financial Services (DFS), based on the and user experience. The methodology can be ap-
Technical Report QoS and QoE aspects of Digital Finan- plied across country markets and therefore improves
cial Services developed by the ITU-T Focus Group Digi- overall efficiency of operations.
tal Financial Services (FG DFS).
The purpose of this methodology is to: The methodology combines two approaches that
complement each other. The first approach is to define
• Define processes for designing and performing DFS computation for DFS KPI, which cover the whole ser-
QoS field tests and computation of respective KPI. vice from an end-to-end, user related perspective. The
• Define procedures to assure data quality and integri- second approach is a combination of direct tests of
ty of the KPI results. DFS related use cases with background measurements
of standard basic network services such as USSD, SMS,
• Establish a data driven basis for guidance of regu- and packet data services.
lators and enables definition of requirements, which A DFS ecosystem consists of two components, the
assure good service quality for DFS. mobile network(s) over which the services are delivered,

The methodology is beneficial to both telecom regula- and the infrastructure, which handles the actual money
tors and DFS operators in the following ways. transfer. Different parties may operate these compo-
nents. The methodology allows testing the end-to-end
• Regulators are enabled to identify parameters that performance of the entire service and actually provides
relate to quality of mobile money transactions that KPIs, which implicitly address the money transfer infra-
can be tested. Therefore, means of measurement of structure. The methodology focuses on the mobile net-
end-to-end quality of mobile money transactions work part as this is the component where location and
can be established. Results can be used to bench- usage dependent mechanisms affect DFS performance
mark service providers, and to set meaningful targets and therefore field tests are required.
for service quality. Finally yet importantly, regulators DFS are delivered using existing and well-defined
have a tool that allows understanding the state of the mobile network services as transport medium. There-
mobile money market on a solid data-driven basis. fore, there is a solid basis for using respective service
• For network operators and, likewise, service provid- tests as proxies for DFS QoS. This can help to simplify
ers, the methodology and related quality metrics testing and makes it easier to define meaningful regula-
guide the planning of service provisioning to satisfy tory requirements for mobile networks over which DFS
targets set for each parameter. Service quality pa- are offered; this is done by linking basic KPI to user ex-
rameters can be tested and monitored to ensure reg- pected DFS performance.

Methodology for measurement of Quality of Service (QoS) Key Performance Indicators (KPIs) for Digital Financial Services • 7