Warning | ||
---|---|---|
| ||
This is a release candidate for the FCA Service Metrics specifications v1.0rc1. This specification is ready for ASPSPs to start their implementation. Any defects detected should be raised using the service desk. Defects will fixed in Release v1.0 which is scheduled to be published on 30th April 2018 |
...
Specification
The following section includes UML Class Diagram along with simple examples data. The UML diagram provides the hierarchical structure of the message in a graphical form, which is easier to digest. The examples are made up data and its OBIE view of the implementation of this specification.
Brand Description
Brand name of the bank for which to publish the service metrics data.
PublicationDate: Date on which this service metrics data was made available.
Notes: Any info which bank would like to publish to support this metrics.
A banking group will publish the metrics data for each associated Brand on the same end point.
ServicesMatterAvailability
How and when a party can contact banks to ask about the available services.
Matters: Services for which an account holder can discuss with a member of staff of the firm who has been trained to discuss the relevant action or matter. Ref 7.5.2(2)
A firm should only indicate that help is available (i.e. an action or matter may be discussed) where the banking customer or prospective banking customer is able to discuss the action or matter with a member of staff who has been appropriately trained to respond to such queries. This might mean, for example, a customer call center responding to telephone queries or live WebChat for internet banking, operated by appropriately trained staff. Automated responses, an FAQ list which filters out queries, or a messaging or mailbox system would not be sufficient; the discussion must involve real-time interaction.
7.5.2 (1) refers to ’24 hours a day’. The firms should report 24/7 availability if they are available across at least one channel (or across a combination of channels) for the full 24 hours? (e.g. if hypothetically a firm is available by telephone from 8.00 am to 8.00 pm and available through the night via internet banking, does that count as available 24/7?)
UML Diagram
Implementation Example1
The example below is to illustrate, how the banks are expected to publish the data. The examples do not have comprehensive list of services (Matters and Actions), which are needed to be published by banks. For complete list of actions, matters and other related topic, please refer to Policy Statement Document (PS17/26): Information about current account services) along with Code List attached with this page.
Brand
Happy: Happy Days Building society
How and when you can contact us to ask about the following things?
24Hours Help? | Telephone | Internet Banking | Mobile Banking | OBIE Comments | |
---|---|---|---|---|---|
Contact Details | Gen Enq Tel: 0044-XXXXXX0909 Bal enq Tel: 0044- XXXXXX0910 WebChat: www.thebank.co.uk/contact-us | Gen Enq Tel: 0044-XXXXXX0909 Bal enq Tel: 0044- XXXXXX0910 WebChat: www.thebank.co.uk/contact-us | Gen Enq Tel: 0044-XXXXXX0909 Bal enq Tel: 0044- XXXXXX0910 WebChat: www.thebank.co.uk/contact-us | Same contact details for all the methods. But using the generic design, contact details can be provided for individual services | |
Checking the balance and transactions | No | Mon-Fri 08:00 - 16:00 Sat: 10:00 - 13:00 | Mon-Fri 08:00 - 16:00 Sat: 10:00 - 13:00 Sun: 11:00 - 13:00 | Not Possible | |
sending money within the UK, including setting up a standing order | No | Mon-Fri 08:00 - 16:00 Sat: 10:00 - 13:00 | Mon-Sun 00:00 - 24:00 NonStandard-Availability:
| Mon-Fri 06:00 - 24:00 Sat-Sun: 10:00 - 24:00 | One channel is available 24x7x364 |
sending money outside the UK | Yes | Mon-Sun 00:00 - 24:00 | Mon-Sun 00:00 - 24:00 | Mon-Sun 00:00 - 24:00 | |
reporting a suspected fraudulent incident or transaction | Yes | Mon-Fri 08:00 - 16:00 Sat: 10:00 - 16:00 Sun: 11:00 - 16:00 | Mon-Sun 16:00 - 24:00 | Mon-Fri 00:00 - 08:00 Sat-Sun: 00:00 - 11:00 | Cumulative, all the channels cover 24x7x365 |
Implementation Example 2
This example shows use case where some services can have different contact number/methods
Brand
: Happy Days Building society
How and when you can contact us to ask about the following things?
24Hours Help? | Telephone | Internet Banking | Mobile Banking | OBIE Comments | ||
---|---|---|---|---|---|---|
Checking the balance and transactions | No | Mon-Fri 08:00 - 16:00 Sat: 10:00 - 13:00 | Mon-Fri 08:00 - 16:00 Sat: 10:00 - 13:00 Sun: 11:00 - 13:00 | Not Possible | Gen Enq Tel: 0044-XXXXXX0909 Bal enq Tel: 0044- XXXXXX0910 WebChat: www.thebank.co.uk/contact-us | |
sending money within the UK, including setting up a standing order | No | Mon-Fri 08:00 - 16:00 Sat: 10:00 - 13:00 | Mon-Sun 00:00 - 24:00 NonStandard-Availability:
| Mon-Fri 06:00 - 24:00 Sat-Sun: 10:00 - 24:00 | Gen Enq Tel: 0044-XXXXXX0909 Initiate Trns Tel: 0044- XXXXXX0912 WebChat: www.thebank.co.uk/contact-us | One channel is available 24 x 7 x364 |
sending money outside the UK | Yes | Mon-Sun 00:00 - 24:00 | Mon-Sun 00:00 - 24:00 | Mon-Sun 00:00 - 24:00 | Gen Enq Tel: 0044-XXXXXX0909 International Payment Tel: 0044- XXXXXX0911 WebChat: www.thebank.co.uk/contact-us | |
reporting a suspected fraudulent incident or transaction | Yes | Mon-Fri 08:00 - 16:00 Sat: 10:00 - 16:00 Sun: 11:00 - 16:00 | Mon-Sun 16:00 - 24:00 | Mon-Fri 00:00 - 08:00 Sat-Sun: 00:00 - 11:00 | Gen Enq Tel: 0044-XXXXXX0909 Fraud Tel: 0044- XXXXXX0999 WebChat: www.thebank.co.uk/contact-us | Cumulative, all the channels cover 24 x 7 x 365 |
ServicesActionAvailability
How and when you can use your bank account to do action for services.
UML Diagram
Implementation example
Brand
: Happy Days Building society
How and when you can use your bank account to do the following things?
24Hours Available? | Telephone Banking | Internet Banking | Mobile Banking | OBIE Comments | |
---|---|---|---|---|---|
checking the balance | No | Mon-Fri 08:00 - 16:00 Sat: 10:00 - 13:00 | Mon-Fri 08:00 - 16:00 Sat: 10:00 - 13:00 Sun: 11:00 - 13:00 | Mon-Fri 06:00 - 24:00 Sat-Sun: 10:00 - 24:00 | |
setting up a standing order | No | Mon-Fri 08:00 - 16:00 Sat: 10:00 - 13:00 | Mon-Sun 00:00 - 24:00 NonStandard-Availability:
| Mon-Fri 06:00 - 24:00 Sat-Sun: 10:00 - 24:00 | One channel is available 24 x 7 x363 |
sending money outside the UK | Yes | Mon-Sun 00:00 - 24:00 | Mon-Sun 00:00 - 24:00 | Mon-Sun 00:00 - 24:00 | |
cancelling a cheque | Yes | Mon-Fri 08:00 - 16:00 Sat-Sun: 10:00 - 16:00 | Mon-Fri 16:00 - 24:00 Sat-Sun: 16:00 - 23:00 | Mon-Fri 00:00 - 08:00 Sat-Sun: 23:00 - 11:00 | Cumulative all the channels, the banks can be contacted 24 * 7 Or account holder can do action 24 * 7 |
OperationalAndSecurityIncidentMetrics
Metrics information about any major operational or security incident which prevents banks customers from using their payment services.
UML Diagram
Implementation example
Example is just for illustrating, how banks can interpret the specs and publish the required data.
Yearly data is rolling yearly data. It will have cumulative last 4 quarters data. History is not required to be maintained. Note: all other incident types are documented in the code list
AccountOpeningTimeLineDetails
This section covers info related to time line of opening an account along with other supported features such as "how quickly do a customers get internet banking?"
UML Diagram
Implementation Example
Note: all other service metrics are documented in the code list
CardReplacementTimeLine
This section covers info related to time line of replacing a bank card.
UML Diagram
AccountOpeningSummary
This section covers info related to account opening documentation requirements and also facilities details like "You can open an account: without visiting a branch". SummaryDescription field will have free text info like "To open [this account OR any of our accounts], a new customer will need to provide us with the [following documents and information OR the documents and information set out [link to webpage on which the list is published]]. We may request additional information or documents in individual cases.
OR
We do not publish a list of the documents and information which all new customers will need to give us in order to open [this OR an] account."
UML Diagram
Implementation Example
Example is for illustration purpose only. Full list of actions and other info can be found in the Code List and Data Dictionary document(attached on this page).
Data Model
Code List
Provides the list of enumeration which have been used in the Design and specification.
Data Dictionary
Provides detailed descriptions for each field in the message specification along with the associated code lists, constraints and other technical details such as cardinality, any pattern constraints, min, max length etc.
Swagger
The API specification written using the Swagger API specification format.