Client Support Working Procedure

Client support Procedure

January 2025
Addis Ababa. Ethiopia
 Client Support Working Procedure

Contents

Definition of Terms......................................................................................................................... 1
Acronyms ........................................................................................................................................ 2
1. Introduction ................................................................................................................................ 3
1.1. Background of the procedure ................................................................................................... 3
1.2. Purpose of the Document ......................................................................................................... 4
1.3 Scope of the Procedure ............................................................................................................. 4
2. Authority and Responsibilities.................................................................................................... 4
2.1. The Chief Executive Officer .................................................................................................... 4
2.2. Chief Operation Officer ........................................................................................................... 4
2.3 Manager – Client relationship management Division ............................................................ 5
2.4 Senior Customer development and Client onboarding Officer.............................................. 7
2.5. Client relationship management Officer III or Senior Officer ............................................... 7
2.6. Client relationship management Officer I or II.................................................................... 11
2.7. Director- Shared service Officer ............................................................................................ 5
2.7. Manager- Share service officer .............................................................................................. 6
2.8. Senior Share service officer ................................................................................................... 7
2.9. Share service officer III ........................................................Error! Bookmark not defined.
2.10. Shared service officer I .........................................................Error! Bookmark not defined.
3. Procedures ................................................................................................................................ 12
3.1. Client relationship management general Guideline ............................................................... 12
3.2. Client relationship management division procedure...............Error! Bookmark not defined.
3.2.1 Client Onboarding Procedure .............................................................................................. 14
3.3 Shared Service Division Procedures .................................................................................... 17
3.3.1 Agent / Branch Registration................................................................................................. 17
3.3.2 Merchant Registration Procedure ........................................................................................ 18
3.3.3 ATM Registration Procedure ............................................................................................... 18
3.3.4 POS registration ................................................................................................................... 19
3.3.7 BTRT Application issue (Unprocessed application) ........................................................... 22
3.3.8 ATM Out of Service ............................................................................................................ 22
 Client Support Working Procedure

3.3.9 Dispenser Problem ............................................................................................................... 22

3.3.10 Change IP Address ........................................................................................................ 23
3.3.11 Customer Account Amendment .................................................................................... 23
3.3.12 User reset ...................................................................................................................... 24
3.3.14 Invalid CARD ............................................................................................................... 25
3.3.15 Card not move from BO to FE ...................................................................................... 25
Annex Ⅰ: Operation of ATM Transaction are displayed in a diagram. ......................................... 26
Annex Ⅱ: Operations of POS purchases are displayed in a diagram. ........................................... 27
Annex Ⅲ: Operations of P2P Transaction are displayed in diagram. .......................................... 28
Annex Ⅴ: Transaction on NPG Process ........................................................................................ 31
Annex Ⅵ NPG Internal Process ................................................................................................... 31
Annex Ⅶ: Transactions Responses code .................................................................................... 32
Annex Ⅷ: Downtime Announcement Report ............................................................................ 34
Annex Ⅸ: Participants Report on Uptime .................................................................................... 35
Annex Ⅹ: Planned unavailability .................................................................................................. 35
 Client Support Working Procedure

Definition of Terms

 EthSwitch is a company owned by all financial institutions and the national Switch
operator
 Cardholder someone who has been given permission to use a card that allows them
to transact.
 Card issuing Banks:-Financial institutions that issue payment cards to their
customers.
 Merchants: - are businesses that accept cards as a means of payment.
 The merchant’s bank: - maintains the merchant’s account where the money from the
card transactions is deposited.
 The Acquirer: - is the financial institution that is responsible for processing card
transactions on behalf of the merchant.
 The Switch institution: - is the technical platform that communicates the transaction
information between merchants, card issuing banks, and acquirers.
 Transaction: - A financial transaction arising from the proper acceptance of a Card or
Account at a Card acceptance location and identified in messages with the ISO 8583:1993
standard.
 PAN: - Primary Account Number.
 Card: - a payment card issued by Member Bank pursuant to License and in accordance with
the Rules and Standards and that provides access to an Account. Unless otherwise stated
herein, Standards applicable to the use and acceptance of a Card are also applicable to an
Access Device and, in a Card-not-present environment, to an Account.
 Account Number: - an Account Number is an acceptable Address. An Account Number is
a unique set of numbers that is associated with an individual Account.
 Source/Sender: - is Member bank which initiate the transactions
 Destination/Receiver: - Participant which received the transaction
 Primary switch members: -Member banks which entirely uses EthSwitch switch
 Switch Member: - is EthSwitch member which operates its own or shared switch

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 Client Support Working Procedure

Acronyms

ATM-JR Automated Teller Machine journal request

A2W Account to Wallet
A2A Account to Account
CARDGEN Card Generation
CREF Card Reference
EOD End of day
FSPs Financial Service Provider
GL General Ledger
IBG The file that holds PVV and PINMAILER value
KYC Know your customer
MFI Microfinance institution
NBE National Bank of Ethiopia
OAI Uploading of merchants and terminals file to Front-End
OCR A process that uploads Care Reference file
ODB A process that uploads Balance file to Front-End
PAN Card number/ primary account number
PID Product Identification
POS Point of Sale
Posting FLAG Means 19 digit number
PVV Pin Verification Value
P2P Person to Person
SVBO Smart Vista Back Office
SVCG Smart Vista Card Generation
SVFE Smart Vista Front-End
Terminal Means an ATM or POS in our case
TCP Transmission Control Protocol
W2A Wallet to Account
W2W Wallet to Wallet
Acquirer
issuer

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 Client Support Working Procedure

1. Introduction
1.1. Background of the procedure

EthSwitch, as Ethiopia's national switch operator, plays a pivotal role in ensuring interoperability,
efficiency, and inclusiveness in the nation's financial ecosystem by connecting all financial service
providers such as banks, PSOs, PIIs, and MFIs, and providing interoperability services among
them. These financial service providers are licensed and governed by the National Bank of
Ethiopia.

The Client Relationship Management and Shared Service Divisions at EthSwitch plays a pivotal
role in fostering and maintaining strong relationships with its diverse client, which includes banks,
microfinance institutions, and other financial service providers across Ethiopia. This divisions are
tasked with ensuring seamless integration and interoperability of clients' systems with EthSwitch’s
national payment infrastructure. By providing tailored onboarding processes, continuous support,
and strategic advisory services also offers shared infrastructure as a service to its Primary Switch
Members. The division aims to deliver quality service, build trust relationships, understand their
needs, enhance their overall experience and ensure that each partner can effectively leverage
EthSwitch's services.

Key procedures within this divisions involve regular communicate, support and respond to
members' requests, issue resolution, and performance reviews and feedback collection to
understand clients' satisfaction levels throughout the support process.
This feedback is instrumental in driving continuous improvement and innovation in EthSwitch's
service offerings. Furthermore, the division handles issue resolution with a meticulous approach,
ensuring that any issues are promptly identified, investigated, and resolved to the client's
satisfaction. By emphasizing collaboration and strategic partnership development.

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 Client Support Working Procedure

1.2. Purpose of the Document

The purpose of this procedures for the Client Relationship Management and Shared Service
Divisions is to establish clear and standardized guidelines that enhance the division's operational
efficiency and ensure compliance with organizational policies and regulatory requirements. These
procedures are designed to streamline processes, define roles and responsibilities, and promote
accountability within the team. They serve as a valuable reference for training new members and
ensuring consistent execution of tasks while fostering a culture of safety and compliance. By
documenting these procedures, the division aims to reduce ambiguity, improve communication,
and create a foundation for continuous improvement, ultimately aligning its activities with the
broader organizational objectives.

The document outlines the roles of the Client Relationship Management Division and the Shared
Services Team, as both divisions provide first-line support to financial institutions. Their
responsibilities include collaborating, assessing the requests of financial institutions, and
delivering initial support before escalating issues to second-line support.

1.3 Scope of the Procedure

This procedure applies to all Client relationship management and Shared service division tasks
that performing and maintained by the division officers in EthSwitch.

2. Authority and Responsibilities

It is the responsibility of offices and departments at all levels to ensure that all supervisors are
made familiar with the Client Support Procedure and that copies of the procedure are made
available to all staff. Accordingly, the responsibilities of the various corporate bodies in relation
to both divisions are set out below.

2.1. The Chief Executive Officer

2.1.1 Approves the proposed procedures of the division based on the delegation of authority.
2.1.2 Approves the proposed appointment or termination of contract employment officers.
2.1.3 Approves the onboarding financial institutions based on the delegation of authority.
2.1.4 Approves Plan down time based on the delegation of authority.

2.2. Chief Operation Officer

2.2.1. Reviews and oversees all Division activities.
2.2.2. Ensures that the Client relationship management Division task of the Company are
managed in conformity with the business strategy, policies and plans of the Company.

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2.2.3. Provides information and expert advice on all Client relationship Management
complaints and Member financial institution issues.
2.2.4. Ensures that all division teams perform tasks as per the policy and procedures.
2.2.5. Approve the onboarding financial institutions and business requirement documents.
2.2.6. Follow up the monthly bulletin shared to FIs monthly.
2.2.7. Approves Plan downtime.

2.3 Director- Shared service Officer

2.3.1 Communicate with vendors in order to benchmark and plan project implementation.
2.3.2 Manage projects and organize steering committees
2.3.3 Write the test plan, define test scope and organize and participate to the testing
phase.
2.3.4 Selects, trains, develops and leads an efficient and effective processing team.
2.3.5 Write operational policy, procedures and working manuals.
2.3.6 Perform detailed review and comment on issues that will be escalated.
2.3.7 Prepare basic, detailed and on demand shared service report.
2.3.8 Assist financial institution members regard to their questions and issues
2.3.9 Ensures internal and external issues are addressed respect to the Service Level
Agreement (SLA) and Operational Service Agreement (OLA).
2.3.10 Work closely with segment and product managers to prepare user requirements and
assess market situations for new technology, conduct market analysis and propose
recommendations for management decisions.
2.3.11 Assist senior management in formulating and executing innovative e-finance
products, aiming to achieve business targets and improve customer experience.Other
related duties assigned as needed and assigned

2.4 Manager – Client relationship management Division

2.4.1 Guides and coordinates the client relationship Management team.
2.4.2 Responsible for coordinating staff development & overseeing the implementation of
development strategy.
2.4.3 Selects, trains, develops and leads an efficient and effective processing team.
2.4.4 Prepare operational policy, procedures and working manuals.
2.4.5 Assist financial institution members regard to their questions and issues
2.4.6 Ensures internal and external issues are addressed respect to the Service Level
Agreement (SLA) and Operational Service Agreement (OLA).
2.4.7 Check the onboarding financial institutions and business requirement documents.
2.4.8 Announce the periodic bulletin to all financial institutions.
2.4.9 Check to ensure that appropriate changes were made to resolve Client’s problems.

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2.4.10 Keep records of Client interactions or transactions, recording details of inquiries,

complaints, or comments, as well as actions taken.
2.4.11 Resolve Client relationship management Division complaints by performing required
activities.
2.4.12 Manage projects and organize steering committees
2.4.13 Contact Clients about new projects to take necessary information, if any. Provides
support to the office and departments during the implementation of the client
Relationship management tasks strategy and related procedure and work in
collaboration with them.
2.4.14 Undertaking Client relationship management Division activities arranging from
planning to complete; Ensure Proper implementations of Client relationship
management and Division Policy and procedures.
2.4.15 Facilitating various Tasks of the divisions.
2.4.16 Recommend improvements in methods and procedures to prevent future problems.
2.4.17 Follow up the overall transactions of operationalized service status of the FIs with the
respective account managers.
2.4.18 Conduct regular performance reviews to assess client satisfaction, service
effectiveness and the division performance.
2.4.19 Develop and implement improvement plans based on client feedback and performance
reviews.
2.4.20 Supervise the gap assessment and propose training for the teams.

2.5 Manager- Shared Service Officer

2.5.1 Communicate with vendors in order to benchmark and plan project implementation.
2.5.2 Manage projects and organize steering committees
2.5.3 Write the test plan, define test scope and organize and participate to the testing phase.
2.5.4 Selects, trains, develops and leads an efficient and effective processing team.
2.5.5 Write operational policy, procedures and working manuals.
2.5.6 Perform detailed review and comment on issues that will be escalated.
2.5.7 Prepare basic, detailed and on demand shared service report.
2.5.8 Assist financial institution members regard to their questions and issues
2.5.9 Ensures internal and external issues are addressed respect to the Service Level
Agreement (SLA) and Operational Service Agreement (OLA).
2.5.10 Work closely with segment and product managers to prepare user requirements and
assess market situations for new technology, conduct market analysis and propose
recommendations for management decisions.
2.5.11 Assist senior management in formulating and executing innovative e-finance
products, aiming to achieve business targets and improve customer experience.
2.10.3. Other related duties assigned as needed and assigned

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 Client Support Working Procedure

2.6. Senior Customer development and Client onboarding Officer

2.6.1 Reach out to potential clients through email, calls, or networking events
2.6.2 Prepare the tailored proposal and present over all our services
2.6.3 Manage the administrative requirements and collect the necessary information for
new participant members and prepare the onboarding document as the standard.
2.6.4 Cheek and onboard clients of NBE licensed Financial Institutions
2.6.5 Check the modality of the new FIs and approach to communicate about our products.
2.6.6 Check the agreements that currently exist and make sure to prepare if needed
different agreement for administrative requirements.
2.6.7 Follow up the onboarding clients starting from techincal integration to use our
products.

2.7 Senior Business Analysis Officer

2.7.1 Conduct business analysis planning and monitoring approach, define requirement
management and traceability matrix.
2.7.2 Collaborate with stakeholders to gather and document business requirements.
2.7.3 Analyze and prioritize requirements, ensuring they align with EthSwitch and Financial
institutions business goals.
2.7.4 Coordinate with cross-functional teams to ensure successful project execution.
2.7.5 Prepare and present reports to stakeholders and managements to support decision-
making.
2.7.6 Serve as a liaison between business units, technology teams, and support teams.
2.7.7 Ensure clear and consistent communication of business needs and project status.
2.7.8 Work with Application teams to design and implement technical solutions.
2.7.9 Ensure solutions meet business requirements and are user-friendly.
2.7.10 Identify and mitigate risks associated with projects and business processes.
2.7.11 Develop contingency plans to address potential issues.
2.7.12 Ensure that new systems and processes are understood and effectively utilized by the
financial institutions.
2.7.13 Conduct testing to ensure solutions meet requirements and are free of defects.
2.7.14 Ensure that project deliverables meet quality standards.
2.7.15 Participate in different TOR document preparation and conduct review on EthSwitch’s
request.

2.8 Senior Shared Service Officer

2.8.1 Monitors staffs work activity, respond to Sevier incidents and report to higher
supervisor in timely manner

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2.8.2 Review, amend and prepare operational policy procedures and working manuals.
2.8.3 Perform detailed review and comment on issues that will be escalated
2.8.4 Prepare basic, detailed and on demand shared service report.
2.8.5 Write operational policy, procedures and working manuals.
2.8.6 Assist financial institution members regard to their questions and issues.
2.8.7 Prepare basic, detailed and on demand shared service report.
2.8.8 Assist financial institution members regard to their questions and issues
2.8.9 Give planned and on demand training to internal staff and company’s clients.
2.8.10 Ensures internal and external issues are addressed respect to the Service Level
Agreement (SLA) and Operational Service Agreement (OLA)
2.8.11 Ensure and monitor new projects progress and their implementation as new shared
services
2.8.12 Responsible for administration of the switching card management system, card
production system and other related systems.
2.8.13 Implements billing providers interfaces (ISO messages, API, and other native
interfaces (interfaces of ATM/POS), implements configuration parameter to improve
of switching system performance.
2.8.14 Provide training and supports help desk tasks to system users by creating user
manuals, procedure for card centered products, internet and mobile banking, ATM and
POS.
2.8.15 Drive the development of project, prepare details project plan, monitor progress,
ensures implementation of the new services, perform post implementation after launch
through collaboration of internal and external stakeholders.
2.8.16 Work closely with segment and product managers to prepare use requirements and
accesses market situation for new technology, conduct market analysis and propose
recommendations for management decisions.
2.8.17 Assist senior managements in formulating and executing innovation e-finance
products, aiming to achieve business targets and improve customer experience.
2.8.18 Other related duties assigned as needed and assigned.

2.9 Client relationship management Officer III or Senior Officer

2.9.1 Ensure compliance with company Policies and procedures in all interaction and
Processes
2.9.2 Follow up the overall transactions of operationalized service status of the FIs.
2.9.3 Answer customer inquiries Via Phone, email and in person.
2.9.4 Accept the requests and Problems of users as they call during working hours.
2.9.5 Discover Vulnerabilities/weakness and Provide recommendations.
2.9.6 Manage multiple clients, projects and diverse product type.

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2.9.7 Guide and support over all the team in client relationship management officers when
needed.
2.9.8 Guide and trainee the new team in a client relationship management officer.
2.9.9 Liaise and coordinate the interface between Ethswitch and member banks.
2.9.10 Pitch ideas for improving customer care.
2.9.11 Create and maintain reports about customer interactions participate in team building
activities.
2.9.12 Develop rapport with Clients.
2.9.13 Assist the problems of users if possible, at the time of the call Encourage customers
to complete surveys.
2.9.14 Assist financial institution members regard to their questions and issues.
2.9.15 Ensures internal and external issues are addressed respect to the Service Level
Agreement (SLA) and Operational Service Agreement (OLA).
2.9.16 Ensure and monitor new projects progress and their implementation as Client
relationship management officer.
2.9.17 Follow up FI on the existing service and new projects.
2.9.18 Assessing financial institutions Need and client satisfaction regularly by sending
survey and use other method.
2.9.19 Escalate the requests of users to appropriate work unit if the problem is not addressed
immediately.
2.9.20 Generate periodical system reports and pertaining to concerned bodies as needed.
2.9.21 Ensure that client’s issues are addressed and reports maintained.
2.9.22 Collaborate with internal teams.
2.9.23 Develop innovative ways to increase customer satisfaction.
2.9.24 Escalate the request of users to the appropriate work unit.
2.9.25 Perform other related duties as assigned by the immediate supervisor.
2.9.26 Monitors staffs work activity, respond to Sevier incidents and report to higher
supervisor in timely manner.
2.9.27 Monitor onboarding and New operational finical intuitions on the integration process.
2.9.28 Check all the finical institution success rate daily bases and announce the respective
finical institutions.
2.9.29 Any activities to be assigned by the immediate supervisor or beyond.

2.10 Shared Service officer III

2.10.1 Provide first level Shared Service Support to Primary switch members and Switched
Member financial institutions.
2.10.2 Reviews all work instructions and tickets for each requests, supports or issues.
2.10.3 Follow work instructions in accordance with standard operating procedures and
guidelines.

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2.10.4 Respond to ATM and POS related issues or requests.

2.10.5 Perform ATM monitoring and apply fixes to the requested issues.
2.10.6 Responsible for monitoring ATM, POS, EPOS and P2P transactions with their
response code.
2.10.7 Provide detailed first level investigation report before escalating to second level
support.
2.10.8 Responsible for reviewing documented new issues and their resolution.
2.10.9 Responsible for sharing new findings to team members.
2.10.10Responsible for performing card related requests, starting from card request to its
expiration.
2.10.11Responsible for user creating, updating, activating, disabling and assigning privileges
in shared service applications.
2.10.12Contact higher supervisors in case of new and service issues that affect the payment
environment.
2.10.13Maintain compliance and monitors security on Card and Gateway payment.
2.10.14Discover vulnerabilities/weakness and provide recommendation.
2.10.15Provide security update for Shared Service or card attack vectors and counter measure.
2.10.16Assess compliance of the company environment to PCI-DSS and other security
standards for ATMs.
2.10.17Monitors staffs work activity, respond to service incidents and report to higher
supervisor in timely manner.
2.10.18Review, amend and prepare operational policy, procedures and working manuals.
2.10.19Perform detailed review and comment on issues that will be escalated.
2.10.20Prepare basic, detailed and on demand shared service report.
2.10.21Assist financial institutions members regard to their questions and issues.
2.10.22Give planned and on demand training to internal staff and company’s clients.
2.10.23Ensures internal and external issues are addressed respect to the Service Level
Agreement (SLA) and Operational Service Agreement (OLA).
2.10.24Ensure and monitor new project progress and their implementation as new shared
services.
2.10.25Review Security audit, Malware, and unauthorized access for all Payment Systems;
2.10.26Document the gaps found as part of the issue management process; Work with the
identified issue owners to follow up , track status and ensure that the issues are closed
prior to remediation due date agreed.
2.10.27Provide periodic compliance status reporting to multiple stakeholders within the
organization.
2.10.28Perform other tasks that are assigned by the line manager.

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2.11 Client relationship management Officer II

2.11.1 Answer customer inquiries Via Phone, email and in person.
2.11.2 Follow up the overall transactions of operationalized service status of the FIs.
2.11.3 Accept the requests and Problems of users as they call during working hours.
2.11.4 Liaise and coordinate the interface between Ethswitch and member banks.
2.11.5 Pitch ideas for improving customer care.
2.11.6 Develop rapport with Clients.
2.11.7 Assist the problems of users if possible at the time of the call Encourage customers to
complete surveys.
2.11.8 Assist financial institution members regard to their questions and issues.
2.11.9 Ensure and monitor new projects progress and their implementation as Client
relationship management officer.
2.11.10Follow up FI on the existing service and new projects.
2.11.11Escalate the requests of users to appropriate work unit if the problem is not addressed
immediately.
2.11.12Ensure that client’s issues are addressed and reports maintained.
2.11.13Collaborate with internal teams.
2.11.14Develop innovative ways to increase customer satisfaction.
2.11.15Escalate the request of users to the appropriate work unit.
2.11.16Monitors staffs work activity, respond to Sevier incidents and report to higher
supervisor in timely manner.
2.11.17Check all the finical institution success rate daily bases and announce the respective
finical institutions.
2.11.18Any activities to be assigned by the immediate supervisor or beyond.

2.12 Shared Service officer I & II

2.12.1 Provide first level Shared Service Support to Primary switch members and Switched
Member financial institutions.
2.12.2 Reviews all work instructions and tickets for each requests, supports or issues.
2.12.3 Follow work instructions in accordance with standard operating procedures and
guidelines.
2.12.4 Execute the external requests based on the Service Level Agreement (SLA).
2.12.5 Execute the internal requests based on the Operational Level Agreement (OLA).
2.12.6 Register Agents, Merchants and Terminals to the switch system.
2.12.7 Deploy ATMs and POSs based on Primary switch members requests.
2.12.8 Responsible for responding to ATM and POS related issues or requests.
2.12.9 Perform ATM monitoring and apply fixes on the requested issues.

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2.13 Client relationship management Officer I

2.13.1 Answer customer inquiries Via Phone, email and in person.
2.13.2 Follow up the overall transactions of operationalized service status of the FIs.
2.13.3 Accept the requests and Problems of users as they call during working hours.
2.13.4 Liaise and coordinate the interface between Ethswitch and member banks.
2.13.5 Pitch ideas for improving customer care.
2.13.6 Develop rapport with Clients.
2.13.7 Assist financial institution members regard to their questions and issues.
2.13.8 Escalate the requests of users to appropriate work unit if the problem is not addressed
immediately.
2.13.9 Ensure that client’s issues are addressed and reports maintained.
2.13.10Collaborate with internal teams.
2.13.11Monitors staffs work activity, respond to Sevier incidents and report to higher
supervisor in timely manner.
2.13.12Check all the finical institution success rate daily bases and announce the respective
finical institutions.
2.13.13Any activities to be assigned by the immediate supervisor or beyond.

3. Procedures
3.1. Client Relationship Management General Guideline
In EthSwitch Client relationship management division is dedicated to fostering meaning full
connections with our clients and ensuring that their needs are met with the at most care and
professionalism. The team is focused on understanding the unique goal and challenges of each
client’s providing trailered support and solution that enhance their experience with EthSwitch.
To make this happen the divisions main tasks include the below:
3.1.1. Manage requests, reduce complaint resolution time, establish clear communication
regarding services, and regularly engage with clients to understand their needs and
challenges.
3.1.2. Conduct business analysis planning and monitoring approach, define requirement
management and traceability matrix
3.1.3. Coordinate with cross-functional teams to ensure successful project execution.
3.1.4. Prepare and present reports to stakeholders and managements to support decision-
making.
3.1.5. Serve as a liaison between business units, technology teams, and support teams.
3.1.6. Ensure clear and consistent communication of business needs and project status.
3.1.7. Collaborate with Application teams to design and implement technical solutions.
3.1.8. Ensure solutions meet business requirements and are user-friendly.

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3.1.9. Identify and mitigate risks associated with projects and business processes.
3.1.10. Ensure that new systems and processes are understood and effectively utilized by the
financial institutions.
3.1.11. The division is responsible for onboarding new financial institutions.
3.1.12. Promptly respond to all clients’ inquiries and requests.
3.1.13. Ensure that all financial institutions are promptly informed of any updates, changes, or
modifications made by EthSwitch.
3.1.14. Announce newly joined and existing FIs that change their BIN, BIC and ___ to all
existing financial institutions connected to EthSwitch. Actively follow up with all
financial institutions to confirm that the new members have been successfully added to
their systems and services, ensuring seamless interoperability across the network.
3.1.15. Financial institutions that are finalize the administrative and technical requirements and
joined our service in productions we will provide the necessary access by
communicating internal technical team.
3.1.16. In Collaboration with other departments survey questioners will be prepared and share
for all FIs. These survey should aim to identify areas for improvement, address client
needs effectively and enhance overall service quality.
3.1.17. Making sure of clients’ information confidentiality.
3.1.18. Account managers should collaborate to ensure the FIs receives the best service.
3.1.19. Account managers monitor and Follow up Finical institutions status daily basis and
communicate FIs if they didn’t achieve their target.
3.1.20. Ensure that financial institutions are informed about and have adopted any newly
introduced EthSwitch services. Consistently follow up with FIs to track their progress
engagement with the provided services, ensuring they are fully integrated and utilizing
the services effectively.
3.1.21. Preparing and sending different reports for FI and national banks Daily Basis.
3.1.22. Follow up/ Transaction Monitoring and Interface Monitoring (ATM, POS, P2P and
NPG and others).
3.1.23. Determine which service is affected if any issues occur, whether the problem impacts
card transactions, interbank transfers (P2P), or other services.
3.1.24. When our financial institutions (FIs) have scheduled downtime for maintenance or
upgrades, we will promptly notify all other FIs and the National Bank of Ethiopia
(NBE) about the planned unavailability. Our communication will include details about
the reason for the downtime and an estimated timeline for when services will be
restored, ensuring that all parties are well-informed and can make necessary
adjustments.
3.1.25. Regularly prepare and send weekly incident reports to NBE.
3.1.26. Run ODB and OCR processes for Primary switch members to facilitate activation of
personalized cards.

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3.1.27. Telnet and ping (for initiate the network) for the FIs when their system is down and
Sending Sign on Commands for our primary switch members and Master cards when
their interface is down.
3.1.28. Prioritize issues impacting multiple FIs or high transaction volume financial
institutions.
3.1.29. Troubleshoot and resolve issues promptly and permanently by involving internal and
external teams.
3.1.30. Escalate unresolved or high-impact issues to senior management.
3.1.31. Gather industry data’s from FIs about ATMs and POS deployments in each regions, as
well as the total number of issued cards.

3.2 Client Relationship Management

3.2.1 Client Onboarding Procedure
3.2.1.1 Reach out to potential clients
Reach out to potential clients through email, calls, or networking events and conduct a kickoff
meeting with potential clients (FIs) to identify their needs.
3.2.1.2 Prepare value proposition and Present
Based on the FIs need we will prepare the tailored proposal and present over all our services,
recommend services that are align with their business, also will inform mandatory joining
requirement documents and fees then will arrange a technical and specific service meeting.

3.2.1.2 Document Collection and Agreement

3.2.1.2.1 Gather all prerequisite documents, facilitate the joining and other fees
to formalize the partnership signing agreements.

3.2.1.3 Technical Integration

3.2.1.3.1 Arrange a technical meeting, create a communication group, share technical

documents and start the integration.
3.2.1.3.2 Ethswitch’s technical team works with the FIs IT department to integrate with their
existing systems.
3.2.1.3.3 Conduct thorough testing to ensure all systems are functioning correctly and securely.
3.2.1.3.4 Follow up and provide support in the integration process.

3.2.1.5 Go-Live Preparation and Monitoring

3.2.1.5.1 Checks and validate to ensure readiness for launch.

3.2.1.5.2 Announce all financial institutions to add on their platforms to ensure interoperability.

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 Client Support Working Procedure

3.2.1.5.3 Make necessary adjustments based on feedback to improve future onboarding.

3.2.1.6 Ongoing Support

3.2.1.6.1 Assign a dedicated account manager to provides ongoing monitoring and support to
address any issues that arise post-launch
3.2.1.6.2 Schedule regular check-ins to assess satisfaction and address any concerns

3.2.2 Issue Resolution Procedure

3.2.2.1 As account manager for assigned FIS have to manage their requests, reduce
complaint resolution time, establish clear communication regarding our services, and
regularly engage with clients to their needs and challenges.
3.2.2.2 Check transaction logs and system alerts to detect any issues in transaction
monitoring and interface monitoring (ATM, POS, P2P, IPS, NPG and others)
operational performance to ensure smooth functioning.
3.2.2.3 If any issues occur, will determine which service is affected, whether the problem
impacts card transactions, interbank transfers (P2P), or other services.
3.2.2.4 Categorize the issue based on its impact (high, medium, and low), if the issue is critical
and highly affects the system will escalate the issue.
3.2.2.5 Prioritize issues impacting multiple FIs or high transaction volume financial
institutions.
3.2.2.6 Involving the internal and external teams, to troubleshooting and resolve the issue
promptly and permanently.
3.2.2.7 Ensure the issues are handle and resolve client complaints and issues in a professional
and timely manner.
3.2.2.8 Escalate unresolved or high-impact issues to senior management
3.2.2.9 Provide continuous support to build and maintain strong relationships with clients.
3.2.2.10 Keeping clients informed about any changes, updates, or new services that may affect
them.
3.2.2.11 Client feedback collection: Collecting and analyzing client feedback to improve
services.

3.2.3 Compliant Handling Procedure

3.2.3.1 Listen actively and allow the client to explain their issue without interruptions and
apologize for any inconvenience caused
3.2.3.2 Ask clarifying questions to get all necessary details about the complaint. This might
include checking transaction reference number, name of source and destination bank to
detect any issues related to ATM, POS, P2P, and NPG operations.

3.2.3.3 Determine the severity and impact of the issue, categorize the issue based on its impact
(high, medium, or low), and prioritize those impacting multiple financial institutions or
high transaction volume financial institutions.

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3.2.3.4 Offer possible solutions or alternatives to resolve the issue. This could involve
determining which service is affected (card transactions, interbank transfers, etc.) and
suggesting appropriate fixes.
3.2.3.5 Coordinating with internal and external teams to troubleshoot and resolve the issue
permanently.
3.2.3.6 Check back with the client to ensure their issue has been resolved satisfactorily.

3.2.4 Business Development procedure

 Establish multiple channels such as surveys, interviews and review meetings.
 Conduct an annual survey to assess satisfaction with services, technical support, and
system performance and encourage detailed insights through open-ended questions.
 Aggregate and categorize feedback into themes like product improvement and service
satisfaction and use statistical tools to identify trends and recurring issues.
 Present feedback reports quarterly to management.
 Develop and communicate improvement plans based on feedback.
 Collaborate with marketing to introduce new products and services organize workshops
and webinars
 Conduct biannual interviews with FIs to understand their market challenges and needs,
and document insights in a structured format for analysis.
 Work with the project or product development team to translate insights and feedback
into product innovations.
3.2.5 Business Requirement Analysis Procedure
 A new initiation from EthSwitch or financial institutions triggered
 Define the purpose and objectives of the project or initiative.
 Identify the stakeholders involved (e.g., financial institutions, application teams,
regulatory bodies).
 Engage with stakeholders to understand their needs, concerns, and expectations.
 Gather requirement’s by conducting interview, workshop, survey and document analysis
 Capture business requirement, functional and non-functional requirement
 Analyse and prioritized requirement’s by using criteria’s like feasibility, impact, urgency,
and alignment with business goals
 Review and validate captured requirements with relevant stakeholders

3.2.6 Reporting Procedure

 Prepare and send daily ATM, POS, and P2 reports for NBE and each financial to evaluate
their performance. Additionally, until the pilot period ends, periodic report will be
prepared for IPS, NPG, and shared wallet for purposes and product follow-up.
 Prepare and send weekly incident report.
 Prepare and send monthly bulletin report to all participants.

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 Prepare and sending Monthly unviability report For NBE.

 Reporting and communicating planned downtimes and incidents to all FIs.
 Monthly, Quarterly and annually reporting
 For any incident reports will be prepared.

3.2 Shared Service Division Procedures

3.3.1 Agent / Branch Registration
3.3.1.1 Receive filled Agent format from the bank
3.3.1.2 Open Agent/Branch, Merchant and Terminal Registration Manual or SV help
manual for all steps to refer the steps
3.3.1.3 Create Address for the Agent or Branch
3.3.1.3.1 Fill the necessary information in Smart vista (SVBO > Dictionaries >
Addresses)
3.3.1.3.2 If there is no error issued, then you have successfully added the address
3.3.1.4 Create Person for the Agent or Branch
3.3.1.4.1 Fill the necessary information in Smart vista (SVBO > Dictionaries >
Persons)
3.3.1.4.2 If there is no error issued, then you have successfully added the Person
3.3.1.5 Create GL Account for the Agent or Branch
3.3.1.5.1 Fill the necessary information in Smart vista (SVBO > Institution Settings >
GL Accounts)
3.3.1.5.2 Please be aware of the GL account id weather it is incremented by 5000 or
not, for the bank requested
3.3.1.5.3 If there is no error issued, then you have successfully added the GL Account
3.3.1.6 Enter Agent information
3.3.1.6.1 Fill the necessary information in Smart vista (SVBO > Institution Settings >
Agents)
3.3.1.6.2 Please enter the above Person, Address and GL account
3.3.1.6.3 If there is no error issued, then you have successfully added the Agent
3.3.1.7 Add the Agent to Smart vista CG

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3.3.1.7.1 Fill the necessary information in Smart vista (SVCG > Cardgen
Settings>Agents)
3.3.1.7.2 If there is no error issued, then you have successfully added the Agent to CG
3.3.2 Merchant Registration Procedure
3.3.2.1 Receive request from the bank to create new merchant for a given agent
3.3.2.2 Open Smart vista (SVBO > Applications), refer SV help manual to guide you
through.
3.3.2.3 Do BTRT51 Application for adding New Merchant
3.3.2.3.1 Fill the appropriate values in main block
3.3.2.3.2 Fill the appropriate values in Fields block
3.3.2.3.2.1 Fill the appropriate values in MERCHANT
LEVEL BLOCK
3.3.2.3.2.2 Fill the appropriate values in PERSONS LEVEL
BLOCK
3.3.2.3.2.3 Fill the appropriate values in ADDRESS LEVEL
BLOCK
3.3.2.3.2.4 Fill the appropriate values in ACCOUNT INIT
BLOCK
3.3.2.3.2.5 Fill the appropriate values in ACCOUNT DATA
BLOCK
3.3.2.4 Submit, Modify and Process the BTRT51 Application

3.3.3 ATM Registration Procedure

3.3.3.1 Open the excel file provided from the requester bank.
3.3.3.2 Open the ATM registration manual to see the steps to take if needed.
3.3.3.3 Go to applications on BO.
3.3.3.3.1 Fill the required information on main block select BTRT52 in type
filled.
3.3.3.3.2 Go to fields and fill the required information under each block.
3.3.3.4 Press submit button
3.3.3.4.1 Take the application id generated from submission and save it on
notepad for granting the data filled and not working the same
application again
3.3.3.4.2 Search the application id and press modify button
3.3.3.5 Finally press process button

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3.3.3.5.1 If there is no error issued, then you have successfully added the
requested ATM on BO successfully
3.3.3.6 Run OAI , after merchant and ATM are registered
3.3.4 POS registration
3.3.4.1 Open the excel file provided from the requester bank.
3.3.4.2 Open the POS registration manual to see the steps to take if needed.
3.3.4.3 Go to applications on BO.
3.3.4.3.1 Fill the required information on main block.
3.3.4.3.2 Go to fields and fill the required information under each block.
3.3.4.4 Press submit button.
3.3.4.4.1 Take the application id generated from submission and save it on
notepad for granting the data filled and not working the same
application again.
3.3.4.4.2 Search the application id and press modify button
3.3.4.5 Finally press process button
3.3.4.5.1 If there is no error issued, then you have successfully added the
requested POS on BO successfully
3.3.4.6 Run OAI , after merchant and POS are successfully registered
3.3.5 Terminal Configuration and Grouping
 After terminal (ATM /POS) registered, we need to configure them in SVFE
 After we configure in SVFE, we need to group the terminal to make it available for
monitoring
3.3.5.1 Terminal Configuration
3.3.5.1.1 Make sure OAI process is finished up.
3.3.5.1.2 Search the terminal on SVFE using its terminal id through the path
SVFE-Acquiring Structure-Terminals
3.3.5.1.3 Press on PID attribute button
3.3.5.1.4 Drag and copy 1 & 36 to the terminal and set their values to 1.
3.3.5.1.5 Press save
3.3.5.1.6 After that, go to SVFE-Acquiring Structure-Terminals again to
configure device key for the specified terminal.
3.3.5.1.7 Insert the decrypted master key that provided from security team by
removing the first U letter and space in between the characters.
3.3.5.1.8 Leave the communication blank it will be filled when we send
configuration to this terminal afterwards.

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3.3.5.2 Terminal Grouping

After we configure the specified terminal on SVFE, then we have to group or
move the terminal from available to assigned one.

3.3.5.2.1 Go to the path SVFE-Monitoring and notifications-Atm Monitoring

–Atm Groups
3.3.5.2.2 Press the institution on which the terminal were registered under on
the page popped.
3.3.5.2.3 Then move the terminal id from available list to assigned list
3.3.5.2.4 Search for the terminal-on-terminal monitoring section to check
whether the terminal become available on monitoring section
3.3.5.2.5 Finally, send all configurations provided to the specified terminal on
send command section of the path SVFE-Atm Monitoring-Atm
Monioring.

NB: If the terminal is not up reloading TCP and restarting may require beside sending
configuration loads
3.3.6 Standard operating procedure for incidents or issues
3.3.6.1 Blue Screen
3.3.6.1.1 Open Smart vista to the path SVFE-Monitoring and Notification-
ATM Monitoring –ATM Monitoring
3.3.6.1.2 Search the terminal id by selecting the institution it undelays to.
3.3.6.1.3 Or find by using the PID provided from banks by selecting the
institution the terminals underlays to.
3.3.6.1.4 Press on the search result and send command
3.3.6.1.5 Tell the requester bank to try new transaction
3.3.6.1.5.1 If the terminal is still on blue screen reload TCP
3.3.6.1.5.2 Then send command
3.3.6.1.5.3 Tell them to try transaction

3.3.6.2 Card Reader Problem

Card reader problem is when the card reader reject cards without performing a transaction. It can
be caused by this main reasons

 EMV command is not loaded to terminal

 Communication key problem
 Permanent key problem

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 The card reader hardware problem

Case one
1. Reload TCP for the given terminal id or PID
2. Open smart vista to the path SVFE-Monitoring and Notification-ATM Monitoring –
ATM Monitoring
3. Search the terminal id by selecting the institution it undelays to.
4. Or find by using the PID provided from banks by selecting the institution the terminals
underlays to.
5. Send Command
6. Tell the requester bank to try new transaction
Case two
1. If the issue still exists after case one is done
2. Go to SVFE-Acquiring structure –terminals
3. Search by PID
4. Press on search result and press device key on the bottom of search
5. Remove communication key and save
6. Send command again
7. Check whether the communication key is changed or not by going to SVFE-Acquiring
structure – terminals
8. Search by PID and press on the device keys on the bottom
9. Check whether new communication key is generated or not
9.1 If new communication generated, tell the banks to try new transaction
9.2 If the communication key is not changed, send command and check again till
new communication key is generated.

Case three
1. If the terminal still rejects card after case two is done
2. Communicate with security team to give you and the banks reserved key
3. Send keys to banks to insert into component one and two of the specified terminal
4. And insert the decrypted combined key on device key by going to the path SVFE-
Acquiring structure-terminals
5. After you put the permanent keys press save
6. Send commands
7. And then tell them to try new transaction

Case Four
1. If the terminal still rejects card , after case 4 is done
2. Tell them to check the hardware of card reader

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3.3.6.3 Cassette Denomination

3.3.6.3.1 Open to the path SVFE-Acquiring structure –terminals
3.3.6.3.2 Fill the requested PID and search it
3.3.6.3.3 Press on edit button on search result
3.3.6.3.4 And then edit type of cash on each cassette based on the request.
3.3.6.3.5 Finally, press save button
3.3.6.4 Agent name change
3.3.6.4.1 Go to the path SVBO-Institution setting-Agents
3.3.6.4.2 Insert the requested agent id and search it
3.3.6.4.3 Press on modify button.
3.3.6.4.4 Edit current agent name to the new one.

3.3.7 BTRT Application issue (Unprocessed application)

3.3.7.1 Go to the path SVBO-Applications
3.3.7.2 Insert the requested application id and search it.
3.3.7.3 Press on search result
3.3.7.4 Spy on the error that popped out on fields section
3.3.7.5 Try to fix based on the error that came up using the card number provided
3.3.8 ATM Out of Service
3.3.8.1 Receive request from the bank that the ATM terminal is out of service
3.3.8.2 Open Smart vista (SVFE > Monitoring and Notifications > ATM Monitoring >
ATM Monitoring) by referring ATM monitoring Manual or on SV help manual
3.3.8.3 Search the Terminal using Terminal’s PID
3.3.8.4 Close the ATM
3.3.8.5 Send the appropriate command
3.3.8.6 Open The ATM Terminal
3.3.8.7 Check if the commands are loaded on the terminal
3.3.8.7.1 If the terminal is not accepting tell the requester bank to
restart the ATM
3.3.8.7.2 If not, tell the requester bank to try new transaction

3.3.9 Dispenser Problem

3.3.9.1 Receive request from the bank that the ATM terminal is not equally dispensing
3.3.9.2 Open Smart vista (SVFE > Acquiring Structure > Terminal), refer SV help
manual

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3.3.9.3 Search the Terminal using Terminal’s PID

3.3.9.4 Change the appropriate PID attributes to value 1
3.3.9.5 Save the attributes
3.3.9.6 Open the ATM Terminal
3.3.9.7 Response to the request issued
3.3.10 Change IP Address
3.3.10.1 Receive request from the bank to change IP Address of the ATM terminal
3.3.10.2 Open Smart vista (SVFE > Acquiring Structure > Terminal), refer SV help
manual
3.3.10.3 Search the Terminal using Terminal’s PID or ID
3.3.10.4 Edit the terminal
3.3.10.5 Navigate through next until you find IP address
3.3.10.6 Change the IP Address
3.3.10.7 Save it
3.3.10.8 Communicate with the bank
3.3.11 Customer Account Amendment
3.3.11.1 Receive request from the bank to change account number for a customer
3.3.11.2 Open Smart vista (SVBO > Applications) by referring SV help manual
3.3.11.3 Add new Application
3.3.11.4 Do BTRT04 Application for adding supplementary account
3.3.11.4.1 Fill the appropriate values in main block
3.3.11.4.2 Fill the appropriate values in Fields block
3.3.11.4.2.1 Fill the appropriate values in Customer
block
3.3.11.4.2.2 Fill the appropriate values in Person block
3.3.11.4.2.3 Fill the appropriate values in Card INT
block
3.3.11.4.2.4 Fill the appropriate values in Account INT
block
3.3.11.4.3 Fill the appropriate values in Reference block
3.3.11.4.4 Submit, Modify and Process the BTRT25
Application
3.3.11.5 Do BTRT25 Application for Changing the default account

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3.3.11.5.1 Fill the appropriate values in main block

3.3.11.5.2 Fill the appropriate values in Fields block
3.3.11.5.2.1 Fill the appropriate values in Customer
block
3.3.11.5.2.2 Fill the appropriate values in Person block
3.3.11.5.2.3 Fill the appropriate values in Card Data
block
3.3.11.5.3 Submit, Modify and Process the BTRT25 Application

3.3.11.6 Do BTRT04 Application for Unlink the old account from the card
3.3.11.6.1 Fill the appropriate values in main block
3.3.11.6.2 Fill the appropriate values in Fields block
3.3.11.6.2.1 Fill the appropriate values in Customer
block
3.3.11.6.2.2 Fill the appropriate values in Person block
3.3.11.6.2.3 Fill the appropriate values in Card INT
block
3.3.11.6.2.4 Fill the appropriate values in Account INT
block
3.3.11.6.3 Fill the appropriate values in Reference block
3.3.11.6.4 Submit, Modify and Process the BTRT04 Application
3.3.11.7 Run process ODB and OCR for the bank
3.3.12 User reset
3.3.12.1 Receive request from the bank for account to be reset or unblocked
3.3.12.2 Open Smart vista (System > User), refer SV help manual
3.3.12.3 Search the user
3.3.12.4 Make the user active if it is blocked
3.3.12.5 Change the password to the default
3.3.12.6 Enable to change the password at first login/attempt
3.3.12.7 Save it
3.3.12.8 Check if the user can login in using the default password
3.3.12.8.1 If the user is in disallowed state contact the Database team
to unblock the user
3.3.12.9 Give response to the request

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3.3.13 Invalid Account

3.3.13.1 Receive request from the bank for invalid account issue
3.3.13.2 Open Smart vista (SVFE > Issuer > Cards) by referring SV help manual
3.3.13.3 Check if the card has an account associated with it on BO
3.3.13.3.1 If it does not have account in BO tell the requester bank
to do relinking
3.3.13.4 Check if the card has an account associated with it on FE BY going to the path
SVFE > Cards
3.3.13.4.1 If there is no account on FE, pass this to database teams
to change posting flag to 1 and cref status to 2
3.3.13.4.2 Then run ODB and OCR
3.3.13.5 Check if account is moved to FE

3.3.14 Invalid CARD

3.3.14.1 Go to the path SVBO-Issuer-cards
3.3.14.2 Insert the card number and search it.
3.3.14.3 Press on search result
3.3.14.4 Spy on posting flag, PVV value, pinmailer value , expire date, card status and
plastic status
3.3.14.5 Check the card on the path SVFE-Cards
3.3.14.6 Based on the information you get on card detail take an action.
3.3.14.7 If it does not found on FE and its posting flag is 0 and Cref number on plastic
status is 3 , then pass it database team to change the plastic status and posting flag
3.3.14.7.1 After you finished step 3.22.7 , run ODB and OCR
3.3.14.8 if posting flag is 1 and if it loses PVV and if the plastic status is 10 , send the card
to system teams to check the IBG file and also send the card to database team to
update the plastic history
3.3.14.8.1 After you finished step 3.22.8, run ODB and OCR
3.3.14.9 If posting flag is 1 and plastic status is 12, then run ODB and OCR
3.3.15 Card not move from BO to FE
3.3.15.1 Open to the path SVBO-Issuer-Cards
3.3.15.2 Insert the card and search it
3.3.15.3 Spy on the card detail
3.3.15.4 If posting is 1 and plastic status is 2
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3.3.15.4.1 Run ODB and OCR

3.3.15.5 If posting flag is 1 and plastic status is 12
3.3.15.5.1 Then run ODB and OCR
3.3.15.6 If posting flag is 0 and plastic status is 3
3.3.15.6.1 Pass it to DB teams to change posting flag to 1 and plastic
status to 2
3.3.15.6.2 After DB teams are done, run ODB and OCR

Annex Ⅰ: Operation of ATM Transaction are displayed in a diagram.

1. ATM Transaction Working Procedure

1.1. The Cardholders will try the transactions on their convenience terminal of any
bank.
1.2. Transaction request message will transfer to the acquirer bank switch.
1.3. Acquirer bank will route the specified transaction message to EthSwitch for
issuer bank requests.
1.4. EthSwitch will send the message to the issuer bank for the purpose of
Authentication, and Balance Sufficiency of the cardholder account.
1.5. Issuer bank will send the confirmation message to the EthSwitch
1.6. EthSwitch will route the message received from the issuer bank
1.7. Acquirer bank will send the message to its own ATM terminal
1.8. If the reply is a positive process to step 1.6.

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1.9. If the reply negative the acquirer bank ATM machine displays an error message
1.10. Based on the message the terminal will let the cardholder know the response
after that the cardholder will
1.11. Take a receipt.
1.12. Take the card or Continue

Cardholder Acquirer

Issuer

EthSwitch

Annex Ⅱ: Operations of POS purchases are displayed in a diagram.

2. POS Transaction Working Procedure

2.1. Merchant has to do is to make sure that the card is valid, has not been reported stolen
and check that it is really the cardholder who is making the purchase.
2.2. The cardholders want to buy something from a merchant they either put their card
into the POS Machine or swipe the card on POS machine.
2.3. Acquirer bank will route the specified transaction message to EthSwitch for issuer
bank request
2.4. EthSwitch will send the message to issuer bank for the purpose of Authentication, and
Balance Sufficiency of the cardholder account
2.5. Issuer bank will send the confirmation message to the EthSwitch
2.6. EthSwitch will route the message received from the issuer bank.
2.7. Acquirer bank will send the message to its own POS machine
2.8. If the reply is a positive process to step 2.6.

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2.9. If the reply is negative the acquirer bank POS machine displays an error message
2.10. Based on the message the POS machine let the cardholder purchase and print a
receipt to the cardholder and the merchant.
2.11. The Acquirer bank credit the merchant account.

Cardholder Acquirer

EthSwitch

Annex Ⅲ: Operations of P2P Transaction are displayed in diagram.

General transaction flow procedure

1. Users open mobile or internet banking system
2. Users select the interbank fund transfer option and Enter the receiver account & amount
3. After the sender bank checks the availability of funds, the message is forwarded to the receiver
FI through EthSwitch.
3.1 The sender bank checks the transaction on the EthSwitch portal whether the transaction
includes or not. If the transaction did not reach the EthSwitch web gate the sender bank
must return the transaction to the user within a maximum time of 24 hours.
3.2 If the transaction reaches the EthSwitch web gate process to step 4.
4. The receiver bank processes the fund and Debit
5. s to the receiver account number
5.1 If the transaction is successfully credited to the receiver account automatically or in
real-time.

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5.2 If the transaction is failed, the receiver bank checks the transaction from the EthSwitch
P2P portal and credits the receiver account manually within a maximum time of 24
hours.
6. EthSwitch settles the interbank transaction on a T+1 basis

Sender Source bank

Receiver

EthSwitch Destination Bank

A Diagrammatical representation of EthSwitch Portal

P2P Transaction Status on Portal

Successful Credit Confirmation

Not Received

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Annex Ⅴ: Transaction on NPG Process

Annex Ⅵ NPG Internal Process

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Annex Ⅶ: Transactions Responses code

Response Description Remark
Code

503 Not valid EMV Not valid EMV transaction

transaction
504 Card Operating Card Operating rule does Not allow this transaction
rule does Not allow
this transaction
801 Time out Bank Core banking system (CBS) or Issuer Switch did not
respond
802 Issuer not Bank is disconnected from Ethswitch
operative
804 Card is not Card is not permitted by the system for transaction
permitted
805 ERROR - 805
812 Message received The message was received in wrong format which cannot
was in wrong
format be passable by the system
821 Wrong PIN, Wrong PIN is entered, wrong PIN is entered 3 and more
Excessive PIN times
Failures
827 Do not honour Generic Response from the Bank (Exactly not known)
transaction
857 Requested amount Requested amount was out of range allowed by the issuer.
was out of range
allowed by the
issuer.
858 Processing error Error related with Keys
during MAC-
related HSM
command
862 Excessive PIN Wrong PIN is entered 3 times & card is not captured by
failures, do not ATM
capture
873 Issuing BIN is Card is unknown by Ethswitch
unknown
878 Account is locked Account is locked in CBS
886 Card inactive Card is not in active status

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901 Invalid PIN Customer enter invalid PIN or wrong PIN

902 Cannot Process The transaction is cannot be processed by the system due to
Transaction some format error
904 Excessive PIN Wrong PIN is entered 3 times & card is captured by ATM
failures, capture
905 Invalid Card Card is not found in Data base
906 Card Has Expired Card Has Expired
909 Invalid card, The card is not valid or cannot be used for transaction and
capture. captured by the ATM
911 Withdrawal Limit Maximum limit of amount a customer can withdraw is
Reached - Retry reached
912 Withdrawal Limit Maximum limit of amount a customer can withdraw is
Exceeded exceeded
913 Transaction Type Transaction Type Not Supported By Institution
Not Supported By
Institution
914 Invalid Account wrong Account linked to card
915 Insufficient Funds Customer wants to withdraw cash more than what he has in
the account
917 ATM or POS limit ATM or POS transaction amount limit exceeded
exceeded
939 No such response Unknown response code responded by the Bank
code from network
952 Fraud is suspected This Response code is sent when transaction is done using
fallback method
959 System System malfunction
malfunction
979 Invalid account Customer has savings account but select checking account
type while performing transaction or vice versa
988 Service not Service not available at the time when transaction is
available at that performed
time

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 Client Support Working Procedure

Annex Ⅷ: Downtime Announcement Report

For all activities to be performed by the member banks, the below guidelines and reporting
templates placed under the annex part will stay as the standard to create a hormoney
communication between the member banks and Ethswitch.
1. Participants Report on Uptime

As it well known, Ethswitch is sharing the network availability and transactions success
rate with member banks on a daily basis. However, member banks are not sharing their
own uptime report in return to Ethswich. Hence, from now on, all the banks required to
submit their uptime report on monthly basis.
2. Advance Notice on Planned unavailability
As per the agreement made on system rule document, all the member banks required to
notify their system unavailability three days in advance. Moreover, the planned
unavailability should not affect the normal business interaction hours. Rather, it is
preferable to make it during night times Monday to Sunday 11PM to 6AM.
3. Fraudulent Transaction or Trials of criminal activity
Any fraudulent activity happened or a trial made on cardholders, merchant outlets, agents
or at the member bank destinations via CBS and the interoperability ecosystem,
member banks expected to share the information on time so that other member banks
will be alert and take the initiatives to minimize and illuminate if any potential risky
moves.
Since all the above subjects are the body part of the system rule document shared with your good
bank, it is the reminder to consider all of them while you are performing your regular activities to
inform the company i.e. Ethswitch as usual. Each individual activities reporting template are
placed under the annex part of the subsequent page.
Regards,

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 Client Support Working Procedure

Annex Ⅸ: Participants Report on Uptime

Participant Name: ________________________________
Report Month: _____________ Year: __________Terminal Type (ATM or POS): ___________
Monthly
Terminal Identifier (Name, Location, Reasons for Failure (if
S/N Average
or ID) uptime is less than 100%)
Uptime

Prepared By: ________________________________ Approved By: ____________________

Annex Ⅹ: Planned unavailability

Participant Name: ________________________________ Report Date:____________________
Scheduled Unavailability
System (Switch, Core Banking System, ATM,
S/N Period
POS) Identifier
From Date To Date

Participant Name: ________________________________ Report Date:____________________

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