Phase -2 Phase - 3 Requirements Questionnair (2)

8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)

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Project Code

Stakeholders

Updated By

Last Update

Approved By

Sr#

Can there be only one administrator of the system? Should the system have the

capability to accommodate more than one administrator? Please note that werecommend one administrator account only.

2

Phase - 2 Requirements

128

Inov8, Zong, Askari

Inov8

23rd August 2011

Hasnain Sheikh/Bashir Sheikh

AdministratAccess Rig

1

There can be different agent hierarchies spanned across multiple levels in the

Can the access rights be assigned to a single user or does the user have to be a

member of a user group?

3

4

5

6

Question

Should there be any special mechanism for password recovery of the

administrator for added security?

Please identify all types of users who will have access to the portals? Will this be

limited to Bank staff or will the Zong Franchises (as agents) also have access to

the system?

Should the portals be available over the internet? Or will all the stakeholders use

them over intranet/VPN?

What all are the access rights which can be assigned to different users? Currently

the system has following access rights that can be granted to users. Please note

that these rights can be module based for example a certain user can have

different access rights on different modules of the system.

o View Users with view privilege can only view the data in the system and

cannot modify it.

o Update Users with Update privilege can view and update the data in the

system.

o Delete Users with Delete privileges can view, update and delete the data inthe system. It should be noted though that certain data is purposely made to be

never deleted from the system for system integrity e.g. user and transaction data

can never be deleted from the system although users can be deactivated.


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12

13

1

Is there any need to have a regular agent portal as well? We recommend agent

category portal access for Zong franchises only.

11

Mobi

2

Can a user change his mobile number and still use the same BB account

associated with his previous mobile number?

Can an agent change his mobile number and still use the same BB account

associated with his previous mobile number?

Should the audit trail for login of users be maintained? If yes what all should it

contain and who should have access to view this audit trail?

For every type of user there should be a default user group such that if the user's

user group gets deleted then all the users in that group should be moved to the

default user group.

system. Does Askari require different levels in the agent hierarchy to have

different access privileges?

7

Are all the end-users (customers) of the system going to fall under only one

category? Should there be multiple customer types/groups for customers as well?

For example, army users, regular customers, pensioners, students etc.

8

9

10

Currently the system does not allow deletion of any user; the users can only be

deactivated. Should the deletion facility be provided?

Will the multiple customer types have different rules and regulations applying to

their transactions? i.e. limits, charges etc.


3/35

Will there be some kind of account locking mechanism for a user? On what

criteria? Who will have the privileges / access rights to lock the account? What

will be the unlocking / reactivating procedure and who will have the authority to

unlock a user account?

What is the procedure for customer and agent to change their mobile number?3

Super A

5Is the reason for account blocking mandatory to be entered in the system or can a

user account be blocked without any specified reason?

4


4/35

What should be the filter criteria for searching through transactions? E.g. channel,

1

BB Trans

2Should all the configuration menus (used to configure different components of

the system) of the application be separated from the admin site?

Will the super agents be able to carry out transactions as well?

3 Should there be any IP restrictions for the users of the portal?

Misc

1

Can super agents/agents be deactivated / activated in a specific area?

Should we be providing functionalities like viewing audit logs of transactions to

the admin/s at Askari Bank? Audit logs contain step by step technical information

of a transaction. They explain all the operations done and data manipulated in a

transaction to a very granular level.

2

Should there be functionality for the admin to view transactional details /

data?What data should be displayed in the search records of transaction

report?Currently the system shows following data items in transaction details

o Transaction Date

o Transaction Code

o BB Customer ID

o Customer Mobile Number

o Transaction Type

o Amount

o Commission amountso Status.

1


5/35

5 Will the CSR be able to do the chargebacks on transactions?

4What are the operations that a CSR can perform on the transactions e.g. re-send

SMS?

2 What all should be shown in transaction report to a CSR?

transaction type, mobile number, date etc.

1 What types of reports should a CSR should have access to?

System AcB

3

After verification of all the data submitted by the agent for account opening, who

will have access to the interface used to enter the data into the system? Will it be

the responsibility of bank CSR?

3

What operations on the transaction reports are allowed for the admin if any?

(The operations on transaction reports can include, re-send SMS receipt, view

detailed audit logs, change transaction status e.g. incomplete, complete, failed

etc.)

Will the CSR be able to view/change the information of all the BB customers

and/or activation & deactivation of BB customers?6


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8

9 Will the CSR be able to pull the utility bill details of a customer?

What will the CSR ask the customer for KYC?

What information will the CSR require from the customer in order to re-set his

PIN?7


7/35

5 Can a bank branch agent link/delink accounts?

3 Should there be a separate portal for the agents as well?

4 What type of reports will be available to the Bank Branch Agent?

Bank B

1Should the web interface for agents at the bank branch be integrated into the

portals or should it be a separate web application?

2 If yes, what operations can these bank-staff-agents perform on the bank portal?

11Will the CSR be able identify disputed transactions? Or will this functionality be

only available to Super User or other bank staff

10

In case of transactions involving a two-step process (Cash Deposit, Cash

Withdrawal, Account to Cash, Cash to Cash), what details should be provided in

the transaction details for incomplete transactions where only one leg was

performed?


8/35

3Will the chargeback functionality be provided to all the users of the bank portal or

should this be restricted to the super user of the bank portal only?

Misc

1Will an alert be generated electronically for the customers/agents whose

accounts have been successfully set up?

2Will a BB account be automatically generated and linked upon creation of a user

account in the system (Creation of a user through web interface)?

3Will the super user be able to perform operations available to the other users or

will this user be managing the portal only?

4Should the bank portal Super User be allowed to create Agent Networks or should

this functionality be only available to the overall admin?

Su

1

Will there be a superuser for the bank portals? If yes, should this super user be

able to define access roles and privileges for the rest of the users who use the

bank portal? Or should this be done by the overall admin?

2 What type of reports should be available to the Super User?

6

Will the Bank Branch Agent be able to view/change the information of BB

customers and/or activate& deactivate BB customers?(Response to this question

indicates that Askari wants to allow the bank branch agent to view the

information of the customer but will not be able to change it)


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10

12 What will be the procedure/options to resolve a dispute in a transaction?

13

What willbe the procedure/flow/interface in the scenario where agent walks in to

a bank to replenish his BB account via cash?Is there any plan for setting up IVR for

this service? Will there be any need to get the portals integrated with the IVR?

11Should there be any alert for the portal user for the transactions which are

pending and have timed out?

9

What operations can be performed from the bank portal in case of a problem in

transactions involving a non-BB customer? What user will have access privileges

for performing these operations?

6Should the change PIN functionality be given to the BB customers using USSD or

will they have to call in to get their PIN changed?

7What are the transaction reversal screens going to look like?(We are sending youscreen shots of current chargeback mechanism via email to Kashif Manzoor. You

can review those and let us know if they will suffice or not.)

5

Now that we have one pool account for agents and one pool account for

customers, should these pool accounts be linked to the BB accounts upon the

creation of BB accounts or should the linking process be manual?

If an issue in a transaction is not resolved who will it be escalated to? Will there

be a portal in the system for inov8 as well for such operations and application

component configuration?

4

In case of a customer who is not a BB customer (e.g. sender in CNIC to CNIC

transfer transaction). What information will be asked to verify the customer if he

calls in to report an issue?

8

Will there be a section in the bank portal where all the pending transactions (CNIC

to CNIC etc.) will be shown? What type of user will have access to this section to

resolve these issues?

System AcM


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3What are the operations that a CSR can perform on the transactions e.g. re-send

SMS?

4Will the CSR be able to do the chargebacks on transactions? Or can he only

escalate them to Askari Bank/inov8?

2 What all should be shown in transaction report to an MNO CSR?

What types of reports should a CSR should have access to?1

7If yes, what information will the CSR require from the customer in order to re-set

his PIN?

8 Will the CSR be able to pull the utility bill details of a customer?

5Will the CSR be able to view/change the information of the BB customers and/or

activate& deactivate BB customers?

6 Will the MNO CSR be able to re-set a customer's PIN?

9

In case of transactions involving a two-step process (Cash Deposit, Cash

Withdrawal, Account to Cash, Cash to Cash, what details should be given in the

transaction detail for incomplete transactions whose only one leg was

performed?


11/35

10Will the MNO CSR be able to view sales reports? If yes, will he only be able to

view sales for top up or all the sales in the system?

11 Will there be any dispute resolution functionality available to the MNO CSR?

Agen

1Should the web interface for the agents at the franchise be integrated into the

portals or should it be a separate web application.

If yes, what operations can these franchise-agents perform on the MNO portal?2

4What information will be required from the customer as KYC at the Franchise

agent?

5 Can a franchise agent perform reversal of a transaction (e.g. CNIC to CNIC)?

What type of reports will be available to the Franchise Agent?3

Is there any need for picture uploading or biometric scanning to be plugged into

the system?6


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3

Su

1. Will there be a super-user for the MNO portals? If yes, should this super user

be able to define access roles and privileges for the rest of the users who use the

MNO portal? Or should this be done by the overall admin?

1

4

In case of a customer who is not a BB customer (e.g. sender in CNIC to CNIC

transfer transaction) and he calls in to report an issue in a transaction, what

information will be asked to verify this customer?

2 What type of reports should be available to the Super User?

Will the super user be able to perform operations available to the other users or

will this user be managing the portal only?

What operations can be performed from the MNO portal in case of a problem in

transactions involving a non-BB customer?5

2

If an issue in a transaction is not resolved who will it be escalated to? Will there

be a portal in the system for inov8 as well for such operations and application

component configuration?

4Should the MNO portal Super User be allowed to create Agent Networks or

should the functionality only be available to the overall admin?

Misc

1 Will the chargeback functionality be available in the MNO portal?

3

What are the transaction reversal screens going to look like?(We are sending you

screen shots of current chargeback mechanism via email to Kashif Manzoor. You

can review those and let us know if they will suffice or not.)


13/35

9Is there any plan for setting up IVR for this service? Will there be any need to get

the portals integrated with the IVR?

7Should there be any alert for the portal user for the transactions which are

pending and have timed out (Account to cash, Cash to cash)?

8 What will be the procedure/options to resolve a dispute in a transaction?

Will there be a section in the MNO portal where all the pending transactions

(CNIC to CNIC etc.) will be shown? What type of user will have access to this

section to resolve these issues?

6


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Inov8 : OK

Askari : Yes, the system should have the capability to accommodate more than one administrator.

Inov8 : OK

Inov8 : OK

Askari + i8 Meeting : Askari policies dont allow for access over the internet. The matter will be put

before ESC.

Questionnaire

or Functionalityts/User Groups

Askari : Agreed. However we would like to keep an audit trail for all the above options.

Askari : Yes

Askari : The user has to be a member of a user group

Zong : Not possible at Franchise so needs to be on internet as well.

Zong : The portal for Franchisee would be for a/c opening only and self activity reports. Transactions

through portal are optional for franchise.

Stakeholders' Response

Askari : NO

Inov8 : What is the mechanism for password recovery for an administrator?

Askari : There will be 2 system administrators, working as back up for each other.

Inov8 : OK

Askari : Bank staffs, ZONG CSC & Selective Zong Franchise involve in account opening will have access to

the portals

Askari : VPN

Inov8 : What about Zong Franchises? How will they VPN into the system?

Askari : As per policy of the bank the connectivity will be over VPN only.


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Askari + i8 Meeting : It is a minor change

Askari + i8 Meeting : The CSC should be able to monitor the sub-agents using portal.

Askari + i8 Meeting : As already discussed, it is a major change. Should be implemented at the outset -

Need to finalize set of attributes for customer segmentation

Askari + i8 Meeting : Same as Question 12 above.

Askari + i8 Meeting : There should be only one BB account against one MSISDN for now - has to be

discussed with Zong.

Askari + i8 Meeting : One agent account against one MSISDN.

Askari : Yes, the operating system should be capable of recording login ID, login time, task perform &overall admin should have access to this audit trail.

le Number

Inov8 : OK Although it should be mentioned that the alternate arrangement does exist.

Askari : With ref to Q2 below: what is the alternative arrangement as the Agent may want to change his

mobile number without changing his bank account to avoid the hassle of repeating the account opening

procedure.

Askari : Is it a minor, moderate or major change?

Inov8 : OK

Inov8 : OK

Zong : SOP for changing mobile number against one account should be signed off.

Inov8 : OK Access rights will be assigned during the configuration phase as per Askaris requirements.

Askari : The Agent/customer, who intends to change their number, has to first close their BB accounts as

Askari : Yes

Inov8 : As per point 12 this needs to be built and coupled with the above There is a distinction

between account type / limits (L1 / limits) and customer types / groups.

Askari : No, all the end-users of the system shall not fall under only one category. There should bemultiple customer types/groups for customers as per above example.

Inov8 : This is currently not built for customers, but only agents, bank users etc. Major work required

Askari : We need this functionality for our Branchless Banking Roll-out plan. Can you share the estimate

time for building this? As we understand this is a very important feature of our core business model.

Askari : NO

Inov8 : OK

Inov8 : Bank user portal No change required

Zong : What about ZONG CSC. Needs to be treated as a direct agent.

Askari : Yes

Inov8 : Needs to be built.

Askari : Apart from Zong franchises, Askari Banks branches and direct agents will also have regular agent

portal.

Askari : Yes an agent can change his mobile number. However, the agent account in branch will remain

unchanged. Please incorporate the changes regarding multiple accounts as per amendment in BB PR.

Askari : No. the customers mobile number is his account number, hence when a customer changes his

mobile number he has to open a new account.


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Askari : The point by point reponse on inov8's response is given below.

4. Accounts shall be marked Dormant if no deposit/withdrawal is witnessed in these accounts for aperiod of six months.For activation of any Dormant/In-operative account, the account holder must in

person request at Askari bank branch for change of status & will produce original CNIC with a copy for

bank attestation.

6. Since there is a list of different nature of complaints that would occur on part of agents, we have

identified several types at this stage but it needs further attention to details so as to cater this area at a

360 degree level. It is therefore suggested to design/incorporate a drop down window left blank at the

design stage which will be further labeled with all the possible complaints types before/during UAT

phase.

7. No, however system should have the capability to flag such accounts. In such cases, the super user will

have the privileges/access rights to lock / unlock such accounts.

Inov8 : OK

ents/Agents

Inov8 : Following are the point by point responses:

1. OK

2. OK

3. OK

4. Please identify the exact process How and when should the scheduler run? Needs to be built

5. OK

6. OK This will be a change in the system.

Please explain what types of complaints can / should be registered. Also explain what you mean by

threshold? Please explain the entire complaint management process with resolution, and what actors

will be involved? This agent complaint management module does not yet exist and will need to be built.

This will be a change.

7. Should the account be locked in case of ID card expiry? (Automated)

Askari : The account blocking reason is mandatory to be entered in the system.

per the process given in the PPM.

Askari + i8 Meeting : There will be a predefined set of reasons. No text box to enter custom reasons.

According to Askari, upon blocking the SIM the BB account should also be blocked and there should be a

way to invoke i8Microbank to block the account. Ali Shah said upon blocking the SIM the CSR can send

an email for account blocking.

Inov8 : OK

Askari : Yes, there will be some kind of account locking mechanism for a user. The user account can be

locked incase:

1. Account opening documents are discrepant.

2. Involved in fraud or Money Laundering/ CFT

3. On request of customer incase of Lost/stolen SIM card/mobile4. Dormant (should be marked by system)

5. Deceased account

6. Agent accounts in case it exceeds a certain complaint thrash hold against him.Please note that we

require a drop down menu containing list of reasons for account locking mechanism, which can be

updated from time to time.


17/35

Askari : Same as above (Question 1)

Askari : No. Please clarify the terminology you will use if we acquire other agent networks directly e.g

PSO, Shell, CSD outlets, Post Offices, utility Stores etc.

Inov8 : What about agent to agent transfer?

Askari : Yes the super Agent that can be only Zong can perform Agent to Agent transfers.

(The roll of Super Agent will be to monitor the progress Performance of its agents. It will have access to

information plus it will be able to generate different reports relating to its agent network performance).

Askari : Yes

Inov8 : OK. Please note that this is not relevant because user access is already over a VPN.

Askari : Agreed

Zong : For franchise access is through internet therefore restrictions etc need to be managed.

action Details

Askari : Yes

Inov8 : Currently administrator handles the configuration.

Askari : ETD is okay with both the options.

Askari : This should also include the following:

o Agent Location

o CNIC

o Agent Nameo Transaction Time

o Beneficiary Details

Inov8 : Are these customer level reports or are these transaction summary reports? This needs to be

updated as per the correct information.

In addition should this not include sender mobile, recipient mobile / account, credit / debit, balance?

Askari : Both Transaction summary & customer level reports & Agent Level. Please elaborate which

administrator you are referring to. Please discuss.

(we would like to have a dynamic system of reporting or in other words we would like to have crystal

report writer, where by we can generate reports by selecting different attributes and by giving different

criteria. The bank has to generate a verity of reports and provide different information to the stake

holders, SBP, external & internal auditors on the formats which are designed & circulated by them.)

Zong : View only option based on the fields & reports above should be available at CSC & call center

level.

Askari + i8 Meeting : Needs to be discussed in ESC.

ellaneous

Askari : Yes

Inov8 : OK

Askari : Yes

Inov8 : OK

Askari + i8 Meeting : The administrator should be able to view reports. These are transaction summary

reports with the data items agreed above.


18/35

Askari : No, only escalate the issue to Charge back dept.

Inov8 : OK

Askari : CSR will have view only rights. CSR will not be able to change, activate or deactivate BB

customers. However, the CSR will have the right to block customer account on the request of account

holder incase of lost/stolen phone/SIM.

Inov8 : OK. Does this mean that the CSR can change an active account to de-active and vice versa?

Askari : Yes, only in case of lost/stolen phone/SIM, after verifying customer identity.

Inov8 : What about on new SIM issuance of mobile number from Zong? Is any protection being built on

that side? In the case that you want to, will you define a new process to allow for account de activation?

Askari : Pertains to Zong, Discussion required

Zong : Please elaborate. New SIM issuance would not have BBA in default and customer would request

for BBA. If new SIM is to be mapped with an existing BBA the previous SIM needs to be unmapped first.

Askari :

Communicate Transaction status

Escalate disputed transactions to super user/charge back dept.

Re send SMS

Inov8 : OK

Askari : All relevant information available in the system as per answer to question 1

Inov8 : OK

Inov8 : OK

Askari :

Account holder basic information

Account statements

Account Balance

Transaction status

Utility Bills Payment

Account status (Block/de-activated/dormant)

Inov8 : OK

Askari : There will be only one type of CSR and no distinction like Bank CSR or MNO CSR is necessary.

However, the system should be capable of assigning different access rights to different CSR depending

upon the internal hierarchy of the dept.

or : Bank Staffnk CSR

Askari : The agent at account opening location will have access to the interface and responsible for data

entry.

Inov8 : OK

Askari : The overall admin will have view only access to all reports.

Inov8 : OK


19/35

Askari : Yes

Inov8 : OK Why would this be necessary?

Askari : If a customer pays his utility bill he / she has not received SMS he / she wants to know the status

of their transactions.

Zong : OK this is a transaction and details for this transactions could be pulled br CSR just like any other

transaction.

Askari :

1. Customer CNIC number

2. Customer Name

3. Mother Maiden Name

4. Home Address5. Date of birth.

6. Caller Line ID

7. Customer Secret Question and answer

8. Last Transaction Type, Amount & Location

Inov8 : Why cant a CSR agent generate the PIN, and force the user to change PIN on first request?How

will the system handle PINS for agents, since the agent account resides on the core banking system. Will

his / her ATM PIN be used instead of the verifly generated PIN? Our system can handle PIN for the

agent as well.

Zong :Agent PIN handling should be same as for Bank account holders.

Askari : NO, CSR will not have the rights to re set customer PIN; the PIN can only be regenerated by

account holder through IVR.

Inov8 : The CSR can re send the one time PIN to the customer. This PIN will not be visible to the CSR. TheCSR will only request the system to generate a new PIN for the user and send it to him / her. This PIN will

require a PIN change at the first login.

Whose IVR system will be doing this, Zong or Askari? How will that system interact with our

i8MicroBank / VeriFly? This will be a major (very large) change request, and needs to be scoped

immediately. Is this system currently in place? If so, this will require another 3rd party integration.

Zong : The CSR can also request the system to send/generate a new PIN to the customer on demand

should not be limited to IVR for customer experience. ZONG IVR does not support the PIN generation

feature. On selection of PIN change the mechanism for transferring the request to inov8 needs to be

finalized as per previous request.

Askari + i8 Meeting : According to Askari, upon blocking the SIM the BB account should also be blocked.

There should be a way to invoke i8Microbank to block the account. Ali Shah said upon blocking the SIM

the CSR can send an email for account blocking - have to discusss this with Zong to cater for this

functionality in their CRM.

Askari + i8 Meeting : Agreed with inov8. The agents will use Verifly PIN.


20/35

Askari : NO

Inov8 : Who will have access to link / delink account facility then? Generally the responsibility lies withthe bank to link the agents bank account with his level 1 (BB) account, or to link an agents core banking

account with their i8MicroBank agent account, as agreed and discussed in phase 1

Askari : Super user at Head Office.

Askari : Yes, but Branch Agent will not have the right to change information of BB customer.

Askari : Zong franchise, Direct Agent will have the same portal and there will be a separate portal for

bank branch agents

Zong : Portal for this online.

Askari :


Account statements

Account Balance

Transaction status



Inov8 : OK

ranch Agent

Askari : It should be a separate web application.

Inov8 : OK

Askari : The bank staff- agents can perform all transactions available in the menu, including Account

Opening.

Inov8 : OK Will this include initiating a chargeback?

Askari : Yes

Askari : Yes, the CSR will have access to incomplete/flagged transactions.

Inov8 : What about disputed transactions (which have been escalated to charge back department) The

question here is that whether the CSR will be able to see the status of a transaction as disputed while the

chargeback is in process?

Askari : Yes

Askari :

The Cash Deposit, Cash withdrawal are not two step transactions.

Account to Cash& Cash to Cash transactions needs to be flagged and should appear as not settled.

Report should contain information like:

CNIC number of sender & receiver,

Agent name,

Agent location, Transaction time,

Transaction date,

Transaction amount.

Inov8 : Cash withdrawal is still a two step transaction. Please clarify.

Askari : Agreed

Zong : Not possible at Franchise so needs to be on internet as well.


21/35

Askari : All Charge back will be handled by a separate dept under super user.

Inov8 : OK Please clarify if a bank agent, like a call center agent, can initiate a disputed transaction?

Askari : Yes

Askari : The issue will be escalated to the super user. No there will be no portal in the system for inov8.

ellaneous

Askari : Yes

Inov8 : OKAskari : Yes

Inov8 : OK

Askari : He will be managing the portal only, but will be able to perform functions pertaining to chargeback and transaction reversals, account linkage of agents, change in customer information and etc.

Inov8 : OK

Askari : Yes, the functionality is only available to the super user.

Inov8 : OK Will Bank staff at a branch be allowed to add an agent? Agent network should reside with

overall admin.

Askari : NO

er User

Askari : Yes, there will be a over all super-user but not exclusively for the bank portal but rather for all

actors involved. It should be able to make parametric changes in the system, like access roles, privileges,

throughput limits & etc and perform transaction reversal and correction in transaction details, charge

back, fraud management, agent account linkage & etc.

Inov8 : OK. Will transaction limits be set by type of account? Type of user? Or should they be adjustable

per customer?

Askari : As discussed above as an answer to a previous question, different transaction limits may be

assigned to a different group of customer/Agents.

Askari : All information pertaining to Agent, Customers, Transaction and accounts should be available to

the Super user. It should be able to obtain dynamic reporting from the system as per the requirement of

all stakeholders & regulators as and when required. It should have the capability to provide reports on

any criteria pertaining to customer / agents demographics, transaction type, time period like:

Cash withdrawal transaction from 01-01-2011 to 15-01-2011

Cash deposit transaction from 01-01-2011 to 15-01-2011

Transactions performed by an Agent from 01-01-2011 to 15-01-2011

Inov8 : OK Reporting requirements will be gathered later.

Inov8 : OK Who will have the right to change the information of a BB customer? Please outline the

processes required for a customer to get his information changed? Please note that full functionality

should be provided to Askari bank? If this is not the case, who will be responsible for this business

process?

Askari : The maintenance department, under Super user will be able to change/update customer

information. The branches will forward the customer written request to this dept. & the change request

registered on call center will be forwarded to this dept. on a daily basis through the system.


22/35

Askari : Is it a Minor, moderate or a major change?

Askari : Transaction Reversal & Charge Back Procedure is already laid down in PPM

Inov8 : OKAskari : Not in the first phase, but in future we plan for setting up IVR for this service

Inov8 : OK This will be a straight cash deposit in a regular banking account as per phase 1.

Askari : Yes

Inov8 : OK

Askari : CNIC, Transaction Code (IVR), Time, Date, Merchant Name, Original transaction receipt.

Inov8 : OK What would happen if he / she has lost the receipt? Will they be able to request a resend

SMS?

Askari : Yes. (it will be finalized after discussion with inov8 on amendments & additions in the BB

regulations issued by SBP).

Askari : The super-user can perform reversal of transaction; make correction e.g. if an incorrect CNIC

number is erroneously entered by the customer and charge back transactions.

Inov8 : OK

Askari : Yes, over all admin, super user, bank branch agents, Zong Franchizes & Call center CSRs.

Inov8 : OK Will require change in the system.

Askari : The customer PIN will be generated only through verifly.

Inov8 : This will be handled via calling the CSR who will then request the system to generate a one time

PIN and send it to the customer. No system user or CSR will have access to see the PIN. The user will be

required to change this PIN upon first login. - Please see our earlier response on IVR

Askari : Please see our earlier response.

Askari : The screen should include the agent/Customer ID and address. Also FED charged along with

service charges should be included.

Inov8 : OK

Inov8 : OK If it cant be solved by a super user, who will analyze that? FYI: One can send the

parameters of the transaction to inov8 for further verification.

Askari : If it cant be solved by a super user then it will be escalated to banks Electronic Technology

Department.

Askari : There will be only one pool account for customers. The Pool account should be linked to the BBaccounts upon the creation of BB accounts, no manual process should be involved.

Inov8 : OK

Askari : Yes

Askari + i8 Meeting : If an issue needs to be escalated to inov8, a point of contact in ETD will be

responsible for doing so.

Askari + i8 Meeting : If the sender has lost the SMS and receipt, the process will be manual. Upon calling

using MSISDN registered for the transasction, the SMS will be resent.

Askari + i8 Meeting : It is a minor change in the system.

or : Zong StaffNO CSR


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Askari :

Communicate Transaction status

Escalate disputed transactions to super user/charge back dept.

Inov8 : OKAskari : No, it can only escalate the matter to Askari Bank.

Inov8 : OK

Askari :


Account statements

Account Balance

Transaction status



Inov8 : OK

Askari : Please refer to earlier response with respect to Bank CSR

Zong : Last 3 Transaction Summary/Transaction History should also be included.

Askari : All relevant available information in the system as per answer to question 1.

Inov8 : OK

Askari + i8 Meeting : A bank CSR will be there to handle all calls regarding i8Microbank.

Askari : CSR will not be able to re-set the PIN

Zong : Only generate request through the system and for that verification as per banks standards is

required.

Askari : Yes

Inov8 : OK

Askari : CSR will have only view only rights. CSR will not be able to change, activate or deactivate BB

customers. However, the CSR will have the right to block customer account on the request of account

holder incase of lost/stolen phone.

Inov8 : OK

Askari : NO

Inov8 : The CSR will be able to request the system to generate a PIN for a user. Please comment.

Askari : OK

Zong : Please see earlier comments regarding this.

Askari : The Cash Deposit, Cash withdrawal are not two step transactions.

Account to Cash& Cash to Cash transactions needs to be flagged and should appear as not settled.

Report should contain information like:

CNIC number of sender & receiver,

Agent name,

Agent location, Transaction time,

Transaction date,

Transaction amount.

Inov8 : Cash withdrawal is still a two-step process. As explained above. Please reconfirm.

Askari : Agreed

Askari : He will be able to view sales reports of his Franchises


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Inov8 : CSR is not related to a franchise. CSR is a call center user of Zong who is providing support to all

customers calling the branchless banking help line. Will agents have a separate help line? What agent

queries should the MNO CSR handle?

Askari : No, he will not be able to view sales reports.

Zong : Agreed. Sales reports and all other are accessible by the Franchise and CSC super agent. Self

activity and sub agent activity reports are accessible by Franchise and CSC.

Askari : No, all disputes should be escalated to Askari Bank.Inov8 : OK

Franchise

Askari : It should be a separate web application.

Inov8 : OK

Zong : Online interface for account creation and optional transaction interface for franchise and CSCs.

Zong : Agreed.

Zong : Option should be there.

Askari : All mandatory fields in Account Opening form along with a valid copy of CNIC

Inov8 : OK

Askari : NO

Inov8 : OK

Askari : The franchise agents can perform all transactions available in Agent menu, including Account

Opening

Inov8 : OK

Askari : Same as bank branch agent.

Askari :


Account statements

Account Balance

Transaction status



Commission Report etc.

Through put Limit

Product wise reports of his own Franchise

Inov8 : OK

Zong : Reports for sub-agents

Askari + i8 Meeting : The CSC should be able to view reports for sub-agents.

Askari : Yes

Inov8 : On the contrary, the executive steering committee has decided not to use such devices for the

time being.Askari : The SBP has withdrawn the Biometric finger printing condition, however the system should have

the capability to upload & transfer picture /photo images. The answer to this question will be finalized

after the discussion on the amendments & addition in BB regulations.

Askari + i8 Meeting : As SBP has withdrawn the requirement for biometric scanning, there is no

requirement for the same for i8Microbank for now.


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Askari : N/A

er User

Askari : No, these activities are performed by super user.

Inov8 : OK It is recommended that the MNO CSR portals have a super user to add or change users

within their group.Please discuss this section with Zong.

Zong : Agreed with this, the hierarchy should be as follows:

Askari : CNIC, Transaction Code (IVR), Time, Date, Merchant Name, original transaction receipt

Inov8 : OK - Will re-send SMS be available?

Askari : Yes

Askari : MNO portal can not perform any operations on such transactions. These problems will be

Askari : NO

Inov8 : OK - But dispute initiation process will be there?

Askari : Yes

Askari : N/A

Zong : All activity reports for self and sub agents.

Inov8 : OK but super user in this section has no role, so it should be escalated to Askari?

Askari : Yes, Super user refers to Askari Bank

Askari : The issue will be escalated to the super user. No there will be no portal in the system for inov8.

Askari : N/A

Zong : Overall Admin.

ellaneous

Inov8 : OK

Zong : From super agent, it goes to bank.

Askari : The screen should include the agent/Customer ID and address. Also FED charged along with

service charges should be included.

Inov8 : OK

Zong : In this case super user refers to the super user at ZONG end. Ideally super users be mentioned

along with the organization.

Sub Agent

Agent

Super Agent

Moderator Finance

CS

CSCManage

r

CSC

Sales &Distribution

Franchise

Retail


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Askari : Not in the first phase, but in future we plan for setting up IVR for this service.

Inov8 : OK

Askari : Yes, but only super user will resolve these issues.

Inov8 : OK Same point as above in question 5. Do you mean super user of Askari?

Askari : Super user refers to Askari Bank

Askari : Yes

Inov8 : OK

Askari : Transaction Reversal & Charge Back Procedure is already laid down in PPM.

Inov8 : OK

Askari + i8 meeting : The CSC should be able to view reports for sub-agents.

Zong : Super user ZONG has access to such section where by it could be escalated to super user Askari

Bank.

Askari + i8 Meeting : A bank CSR will be there to handle all calls regarding i8Microbank.


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Project Code

Stakeholders

Updated By

Last Update

Approved By

Sr#

4Does the physical account opening form for level -1 account need to be revised after

new SBP regulations? If yes, please share the revised form.

3Please describe the step-by-step process of Level - 1 account opening in the maximum

detail possible inluding automated and manual steps. (PP Page.93)

5Please list all the fields that are required in the electronic account opening form alongwith their description. Also, please specify the type of every field e.g. drop down list,

option buttons, text field etc.

Level - 1 Account

1 What will be the status of level-1 account once it is created but is not operational?

Level - 0 Account

1

Question

2

Since the physical form will be sent to head office via post, is there any

maximum/minimum time limit before the account is made operational?

Phase - 3 Requirements Question

128

Inov8, Zong, Askari

Inov8

8th September 2011

Hasnain Sheikh/Bashir Sheikh

4Please describe the step-by-step process of Level - 0 account opening in the maximum

detail possible inluding automated and manual steps.

Will the level - 0 account be opened immediately once the agent submits the electronic

account opening form in the web application or will it have to be approved by the Head

Office first?

If yes, is there any maximum/minimum time limit before the account is made

operational?

If yes, will the overall admin be responsible for making level - 0 accounts operational?

Will there be a separate functionality available to the admin for this purpose?

2

3

Customer Func


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Agent Functi

Third Party Req

1

As already discussed i8MicroBank will be using the basic functions provided by Phoenix

(debit/credit, balance check). If there are any other Phoenix functionalities that you

think are required, please list them (e.g. IBFT?).

7

Will the overall admin be responsible for making agent accounts operational? Will there

be a separate functionality available to the admin for this purpose? Will it be a different

section from that of customer accounts or will both customer and agent accounts be

made operational from the same place?

7 Is there any requirement for image capturing for agent sign up?

5 Will the agent accounts be non-operational upon creation unless approved by HeadOffice?

6 If yes, should any transactions be allowed at the agent account before approval?

3Please describe the step-by-step process of agent account opening in the maximum

detail possible inluding automated and manual steps. (PP Page.102)

4Which type of user will register the agents, link their core banking accounts to

i8MicroBank and through what interface?

2

If yes, please provide a complete mapping of agent account opening form to the

electronic account application form in the application. Also, please share the physical

form.

7

Will the overall admin be responsible for making level - 1 accounts operational? Will

there be a separate functionality available to the admin for this purpose? Will it be a

different section from that of level - 0 accounts or will both level - 0 and level - 1

accounts be made operational from the same place?

Agent Account

1 Will there be a physical account opening form for the agent?

5Please provide a complete mapping of physical account opening form for level -1

account to the electronic account application form in the application.

6

Does the system need to keep track if the dispatched account opening documents were

received at the Head Office and generate any alerts if the account opened at an agent

location was not made operational?


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Portals

Miscellane

9 Terminals to be used at the retailer locations need to be finalized.

7

Will a device be used at the agent location? If yes, please specify its details. It will be a

change in the system to integrate with the device if it is not USSD based.It is imperative

that the hardware to be used at the agent location be decided.

8

Will a device be used at the agent location? If yes, please specify its details. It will be a

change in the system to integrate with the device if it is not USSD based.It is imperative

that the hardware to be used at the agent location be decided. (Repeated)

5Do you want to bring on the school fee payments? If yes, what integration will be used

for this?

6 Is the system required to do any kind of NADRA integration?

3 Through what integration will i8MicroBank provision the top up transaction?

4 Through what integration will i8MicroBank provision the Bill Payments?

2

Please let us know if i8MicroBank will have to confirm the ownership of the MSISDN in

real time at the time of account opening (as already discussed with Zong they have such

functionality available which the system can use).

1Is the application supposed to be integrated with the camera used to capture images in

case of web interface used for account opening?

2If a scanner will be used to scan the image of the ID card, does it need to be integrated

with the application as well in case of web interface used for account opening?

Chargebac

1 Please provide an in-detail step by step process for Chargebacks. (PP page. 42)

2 What will be the role/access rights of the users responsible for chargebacks?


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Remunerative account details

14Please share the detailed step-by-step process for agent termination (in case the agent

wants to terminate his/her account).

12

Screenshots of available reports have been shared. Please share the requirement of all

the reports required other than the ones already present in the system. Please

segregate the reports on the basis of users wo will be accessing them.

13 Please share the detailed step-by-step process for reversal of Cash to Cash transaction.

13 Please share the detailed step-by-step process for customer account termination (incase the customer wants to terminate his/her account).

3 Exactly what type of printer will be used for printing receipts in case of a PC?

4

Please provide details about agent device if one will be used at the account opening

locations as well as the retailer POS. It will be a change in the system to integrate device

to be used for account opening.(Repeated third party q.8)

5 Please provide exact formats and contents of receipts for all transactions

6Please share all the data items required for dynamic cutomer segmentation module as

discussed in the meeting on 24th August 2011.

7Please share all the data items required for dynamic account type management as

discussed in the ESC meeting of 21st July 2011.

11 Please provide an in-detail step by step process for complaints (PP Page.38)

8 Please provide account opening forms for different customer segments e.g. Army Jawan,pensioners etc.

9Is there any requirement for broadcast messages? E.g. sending Eid wishes to all the

customers? If yes, please provide details.

10 Is there any requirement for limited time promotions/incentives for customers?


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Phase -2 Phase - 3 Requirements Questionnair (2)

Documents

Transcript of Phase -2 Phase - 3 Requirements Questionnair (2)