Map of service geographic coverage areas in [country]. List all Coverage Area and 16 Distribution network cash in/cash out access points (agents). Cash in/Cash out Details on liquidity management at the cash in/cash out access 17 Liquidity Controls points (agents) Customer Service/Training: Corporate (payer) Details on the training provided to [organization]'s staff on the 18 Training for staff system Technical Details on the service provider's support availability, 19 Support/Service Level monitoring, measurement, and reporting of technical support Agreements services Details on dispute resolution process and process for return of Disbursement 19 funds not received or collected by recipients as well as other Troubleshooting trouble shooting scenarios. Customer Service/Training: End User (payee) Training for end users Details on training (if any) provided to the end user (payees). 20 (recipients) Details on the service provider's customer service and support 21 Technical Support availability and standards. Details on who is responsible for troubleshooting transaction Recipient 22 Troubleshooting problems encountered by payees. Data Privacy/Security/Service Provider Internal Controls Processes and policies for security of funds once they are 23 Security of Funds deposited into the account. Process and policies for ensuring the privacy and security of 24 Data Security data involving the transactional history of [organization]. Processes and policies for ensuring security and privacy of payee 25 Data Privacy data. SECTION 2: DETAILED INTERVIEW QUESTIONS FOR SERVICE PROVIDERS General Information: Provide the company and particular service's name Can you please provide a sample agreement between parties? (Service Provider and Customer) Please provide any other services or products that may reinforce your quote
16 Coverage Area and Distribution network Map of service geographic coverage areas in [country]. List all cash in/cash out access points (agents). 17 Cash in/Cash out Liquidity Controls Details on liquidity management at the cash in/cash out access points (agents) Customer Service/Training: Corporate (payer) 18 Training for staff Details on the training provided to [organization]'s staff on the system 19 Technical Support/Service Level Agreements Details on the service provider's support availability, monitoring, measurement, and reporting of technical support services 19 Disbursement Troubleshooting Details on dispute resolution process and process for return of funds not received or collected by recipients as well as other trouble shooting scenarios. Customer Service/Training: End User (payee) 20 Training for end users (recipients) Details on training (if any) provided to the end user (payees). 21 Technical Support Details on the service provider's customer service and support availability and standards. 22 Recipient Troubleshooting Details on who is responsible for troubleshooting transaction problems encountered by payees. Data Privacy/Security/Service Provider Internal Controls 23 Security of Funds Processes and policies for security of funds once they are deposited into the account. 24 Data Security Process and policies for ensuring the privacy and security of data involving the transactional history of [organization]. 25 Data Privacy Processes and policies for ensuring security and privacy of payee data. SECTION 2: DETAILED INTERVIEW QUESTIONS FOR SERVICE PROVIDERS General Information: Provide the company and particular service's name Can you please provide a sample agreement between parties? (Service Provider and Customer) Please provide any other services or products that may reinforce your quote
Service_Provider_Capacity_Assessment.docx