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    GUZOGO Online Travel Ticketing System Guidelines0001

    Uploaded by

    Tefe

    Copyright:

    © All Rights Reserved
    Download as PDF or read online from Scribd
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    ACTLE ALTHECIAGA VFA O77.) OROMIA INTERNATIONAL BANK‘s.c.) Inter Departmental Office Memorandum PONT AMAT MA wr To: All Head office Organs, District | From: President Office and Branches Date: June 1, 2020 Subject: Communicating GUZOGO Online Travel Ticketing System Guidelines Itis to be recalled that Mobile and Agent Banking Policy and Procedure was endorsed by the Board of Directors on Nov 1, 2016. Following the implementation of the policy and procedure that guide the Mobile and Agent Banking Operation, the system requires to interface with different utility service providers to satisfy the need of our customers Hence, we have integrated our Mobile and Agent Banking system with GUZOGO online air travel ticket booking system that enable our customers to book air tickets from their Mobile and make payment to the ficket through our Bank. For uniform operation of online air travel ticket process throughout our Bank, there is a need to prepare guidelines that align with the existing Mobile and Agent Banking Policy and Procedure. The Bank's Executive Management committee, under minute number EMC 524! has reviewed and approved GUZOGO online air travel ticketing system with title “GUZOGO Online Travel Ticketing System Guidelines” This is therefore, to communicate the GUZOGO Online Travel Ticketing System Guidelines for reference and implementation with all its terms and spirits, effective as of May 30, 2020. 4 Mekonnen we president Encl: - 13 pages of GUZOGO Online Travel Ticketing System Guidelines May ,2020 Addis Ababa, Ethiopia Contents 1. Introduction.. Purpose of this guideline 2 3. Definition of Key Terms 4, Roles and Responsibilities. 4.1 The President... 4.2 Vice President Information Technology... 43 Vice President- Branch Banking 4.4 District 4.5 Branches.. 4.6 E-Banking Department... 4.7 Compliance and Risk Management Department 48 Internal Audit Department. ©) (Gomes amelsectee mare cusccoene = 6. ADD FW eon 7. Reconciliation Process... 8 Annex 4 , 2|Page of 5if 1. Introduction In the era of stiff competition, every bank wants to reach to maximum people to enhance their customer base. In this process, banks have started Mobile banking services. The mobile Banking service is effective, if it can be integrated with different system that enable the customers to buy/pay for utilities, taxes, tickets and other commercial activities using their mobile from either their regular account or wallet account. Accordingly, our bank already integrated our mobile banking system with ethio telecom for digital air time top up and our customers enjoyed of using our system by recharging their mobile airtime from ither their wallevregular account, We continued our effort to satisfy our customer either by adding new feature to our mobile banking application or integrate our mobile and agent system with other third party software, GuzoGo online ticketing system owned by Solgate Travel Plc. The Company already opened a current account at our Biftu branch to be used as a settlement account. 2. Purpose of this guideline This guideline is read with our agent Banking procedure and guideline and its purpose is to overview branches on how to properly use the GuzoGo payment system that is integrated with ‘our mobile and agent banking portal. 3. Definition of Key Terms GuzoGo: an online booking platform developed by Solgate travel Plc Google play: It serves as the official application store for devices running on "Google certified" Android operating system, allowing users to browse and download applications ‘SMS: Stands for "Short Message Service." SMS is used to send text messages to mobile phones PNR number: it is the unique reference generated by GuzoGo application to identify online booked travel tickets OIB: stands for Oromia International Bank 8.C. CBS: stands for our existing core banking system 3[Page 4. Roles and Responsibilities 4.1 The President 1. Formulate and approve GuzoGo online travel ticketing system guideline 2. Establishes clear roles and responsibilities for staff involved in operating or administrating GuzoGo online travel ticketing operation; 3. Reviews and approves the GuzoGo online travel ticketing operation service fees and charges if applicable; 4. Establishes mechanism to ensure compliance on GuzoGo online travel ticketing operation services with all applicable laws and regulations; 5. Establishes the inclusion of risk-based review of critical GuzoGo online travel ticketing operation processes to ensure that the policies, rules, regulations and operational guidelines are adhered. 4.2 Vice President — Information Technology 1, Evaluate the performance of GuzoGo online travel ticketing operation service; 2. Oversee the proper implementation of GuzoGo online travel ticketing system guideline: 4.3 Vice President- Branch Banking 1. Evaluate the performance of GuzoGo online travel ticketing operation of Districts; 2. Oversee the proper implementation of GuzoGo online travel ticketing system guideline across all District offices; 4.4 Districts 1. Shall make sure that this guideline is well understood by all branches under the supervision of the District; 2. Shall make sure that each branch under its domain is technically capable of selling the product; 3. Evaluate the performance of branches in-GizoGoconline travel ticketing operation and as take corrective actions; ey 4|Page 4. Evaluate the skill gap of branches to handle the operation and recommend training to fill the gap ; 4.5 Branches 1. Shall make sure that this guideline is well understood by all clerical employees working ina branch; 2. Shall make sure that each employee in a branch is technically capable of selling the product; 3. Shall make sure that product marketing is handled in an efficient way at branch level to attract more customers; 4, Shall identify employees with GuzoGo online travel ticketing operation skill gap and send them for training; 5. Responsible for effecting payment for those customers who bring the PNR number after proper KYC. 6. Responsible for reconciling the daily payments made by customer against the report provided by electronic Banking department. 7. Responsible for reconciling branch agent account daily as per the agent banking procedure and guideline. 4.6 £-Banking Department 1, Undertake the planning, organizing, coordinating and supervising of all the activities of GuzoGo payment system; 2. Identifies and takes corrective measures on performance gaps on GuzoGo payment system in order to ensure quality service; 3. Keep secrecy and confidentiality of customer information; 4, Prepares proposal and gets approval on service fees and charges if required; 5. Undertakes corrective measures to rectify any errors identified by customers and/or branches; 6. Shall arrange training to create awareness and bridge skill gap of performers in GuzoGo payment system operation; 51 Page eee 7. Shall prepare and present periodie reports to the Executive Management; Shall prepare and submit periodic regulatory reports; 9, Shall propose implementation of new features of online travel systems related to GuzoGo and technologies that may give competi e advantage to the Bank over comp. 10. Responsible for Reconciling of GuzoGo payments; 8; 11, Shall work together with Solgate Travel Ple to ensure smooth operation of GuzoGo payment system; 12. Shall perform any other activities related to GuzoGo payment operation. 4.7 Compliance and Risk Management Department 1. Proactively identifies inherent risks pertaining to GuzoGo payment system of the Bank and ensure that all material and emerging risk exposure of the Bank is properly managed and addressed; 2. Conducts comprehensive risk assessment on proposed introduction of GuzoGo payment | service, and other new product or technologies; | 3. Conducts comprehensive risk assessments on GuzoGo payment system and reports its findings to the Board of Directors and Executive Management of the Bank periodically (on quarterly basis) and as required; 4. Provides regular training, professional support and advice on GuzoGo payment risk management to the concemed staff of the Bank; 5. Carries out stress testing, sensitivity analysis (scenario analysis), and develop effective contingency plan 4.8 Internal Audit Department 1. Checks and gives assurance regarding the proper implementation of the contents of the GuzoGo payment system guideline by the different Bank organs through regular and special audit practices; 2. Conducts reviews and evaluates the adequacy and proper functioning of the system to ensure compliance with the agent banking polieies and procedures and intemal contol, and reports its findings, recommendation. 0 ets. to the Board of Directors of the Bank periodically; ISL ok 6 Page 3. Checks the integrity of management information reports and system on GuzoGo payment activities; 4. Assesses the effectiveness of GuzoGo payment system risk ide1 ication, measurement, controlling and monitoring processes and mitigation mechanisms; 5. Reviews the effectiveness of compliance with applicable laws, regulations, directives, as well as monitoring and follow-up mechanisms. 5. Online air travel request using GuzoGo app GuzoGo App is third party software used to buy air travel tickets online using mobile phone by downloading from Google play store and installing on our mobile, When a passenger purchase ticket using GuzoGo App and select OIB for payment, we will receive details of passenger information and send SMS to the mobile number of the customer we received from GuzoGo as “Dear ‘Passenger name’ go to your nearest Oromia international Bank and pay ETB ‘Amount’ using ‘PNR Number’ PNR. Thank you for booking with us.” 6. Application Flow ‘As the Guzogo payment system is integrated with our mobile Banking system,it affects our branch agent account for those payments made in cash.Hence,branches are expected to transfer cash to branch agent account every working day before starting operation and return during day end after proper balancing of cash and branch agent account as per the agent banking procedure and guideline already communicated before. ‘Once the customer receives the SMS message from OIB to make payment by providing the PNR number then”- Y Branches Y Customer will physically present to any of OTB branch Y The customer fill the Guzo Go traveler form(voucher) found in annex part of this guideline that includes =~ % Date; > PNR number; T1Page Customer name; “ Travel amount; Signature of the customer. Y Once the ticket or voucher is filled by the customer, then the branch agent open mobile and agent banking portal, as the GuzoGo payment system is integrated with it. ¥ Enter the PNR detail to the system as follow NB “© Branch agent should make sure that Branch Agent account should have sufficient cash balance before making any transaction. + If the flight amount is to be settled from customer account, then should ‘maker validate the account holder name, account number and signature of the customer from Core Banking system(CBS). “& Even if passenger name and depositor name are the same; depositor name should be inserted on the System. 1. PNR Information: Insert PNR sent by SMS on PNR Number and Click Ger PnrDetails. GuzoGo Payment SSS pen number [oq [cere Detalls for Par Bl Page 2. Details of PNR: If Details for PNR is correct click Make Payment button and choose either By Cash or By Account. a.By Cash: When the customer come with physical cash and went to make payment for his/her flight ticket 9|Page AYN Click By Cash Insert Depositor Name (May be the same as passenger name) Insert TIN Number Insert Company Name (TIN Number and company name are optional it can be blank) Account Number (Branch Agent Account Number is automatically inserted by the system) Click on Process Transaction button and Pop up message will appear Ifall are correct, click ok button. | Do you want to processed for Guzogo Transaction i ox : — GuzoGo Payment PRN Number D3QKz2 Get pnrbeta! Details for Phe PNENUMBER

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