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8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)
1/35
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.
8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)
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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.
8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)
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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
8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)
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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
8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)
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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
8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)
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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
8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)
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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?
8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)
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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)
8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)
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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
8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)
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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?
8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)
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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
8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)
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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.)
8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)
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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
8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)
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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.
8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)
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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.
8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)
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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.
8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)
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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.
8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)
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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
8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)
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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.
8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)
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 holder basic information
Account statements
Account Balance
Transaction status
Utility Bills Payment
Account status (Block/de-activated/dormant)
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.
8/4/2019 Phase -2 Phase - 3 Requirements Questionnair (2)
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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.
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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 holder basic information
Account statements
Account Balance
Transaction status
Utility Bills Payment
Account status (Block/de-activated/dormant)
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 holder basic information
Account statements
Account Balance
Transaction status
Utility Bills Payment
Account status (Block/de-activated/dormant)
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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Askari :
Inov8 :
Askari :
Inov8 :
Askari :Inov8 :
Opening
Askari :
Inov8 :
Opening
Stakeholders' Response
Askari :
Inov8 :
Askari :
Inov8 :
aire
Askari :
Inov8 :
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Inov8 :
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Inov8 :
ionality
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nality
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