Page 7 - ITU-T Focus Group Digital Financial Services – Consumer Experience and Protection

Table of Contents

Foreword iii

Table of Contents v

I Commonly identified Consumer Protection themes for Digital Financial Services 1

Executive Summary 2

1 Introduction 4

2 Methodology 4

3 Key themes in Consumer Protection for Digital Financial Services 4
3.1 Provision of Information and Transparency 5
3.2 Dispute Resolution 6
3.3 Fraud Prevention 7
3.4 Data Protection and Privacy 9

Bibliography 10

II QoS and QoE Aspects of Digital Financial Services 12

Executive Summary 13

1 Introduction 14
1.1 Relationship of QoS and QoE 14
1.2 Services, Applications or “Popular Services” 16
1.3 Is DFS a “Popular Service”? 17

2 Problem statements 18
2.1 Different use cases 18
2.2 Legal entities 18
2.3 Mobile Network QoS affecting all services 18
2.4 Possible Solutions 20

3 Conclusions 20
3.1 Conclusions for use case #1 20
3.2 Conclusions for use case #2 21
3.3 Conclusions related to the fitness for DFS 21
3.4 Conclusions related to Digital Financial Services 23

4 Guidance and suggestions 24
4.1 Use case #1 24
4.2 Use case #2 24
4.3 Guidance related to mobile networks 25
4.4 Guidance related to specific Digital Financial Services implementations 28
4.5 KPIs for non-utilization stages 28
4.6 Mystery shopping 28

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