This tool was originally developed by USAID and NetHope; however neither party has endorsed or participated in this application of use.
Key Tool: E-PAYMENT ROLL OUT CHECK LIST
1. INFRASTRUCTURE/TECHNOLOGY CAPABILITIES
Adequate communications network in target geography
_% Reliability
Covers __% of the target payment recipients
Adequate financial access points for recipients to use/access payments
Geographic proximity (access point within _ km of recipients)
Density (_# of access points per _ # of recipients)
Hours of operation/service (_hours /_days a week)
Adequate Payment Services Offerings
Interoperable with other payment receipt devices (mobile wallets/POS) –
open loop
Bulk payment service platform allows centralized entry of payments to
multiple recipients
Service/product functionality
Disbursement
Notification
Withdrawal Limits?
Stored Value
Linked Bank Account
Customer service – levels of service
Dedicated customer account representative at payment service provider
Dedicated customer service line
Reasonable customer service hours
Trained agents/merchants with sufficient liquidity to manage payments
Contracted time for complaint resolution/reversal of funds established
Escalation process established for dispute handling with payment service
provider
2. ORGANIZATIONAL CAPABILITIES
Project champions
1
Note: This Toolkit is made possible by the generous support of the American people through the United States
Agency for International Development (USAID). The contents are the responsibility of NetHope and do not necessarily
reflect the views of USAID or the United States Government.
Project team with representation from finance, IT, program staff and project lead
Market assessment of payment options
Business requirements document on product/service requirements
Electronic-payment technology selected (may be more than one or multiple
payment types)
Payment services contract signed with clear allocation of roles and
responsibilities
Costing Utility Tool completed and costs budgeted
SOP revised and approved for electronic payments
Payments Manual including payment flow process map
MIS/Data management protocols compatible with payment system data system
Troubleshooting guide/FAQ
Staff training and education on e-payment process, intended use, registration and
documentation
Communications Strategy for key stakeholders, recipients and mode of
communication
Beneficiary training curriculum & manual
Measurement and evaluation dashboard
Implementation plan (Gantt Chart) for project roll out and sequence
Payment schedules established and communicated (dates, aggregate
amounts, frequency)
Target beneficiaries identified, verified and registered
Mobilize/Train payment participants: staff, recipients, and financial access
points
Test disbursement use case with staff and customer service
Conduct test with recipients and test customer service (Alpha Launch)
Transaction tracking, monitoring, and review, reconciliation
Contingency plan for alternative payment distribution
Policy and procedures for handling payments not received/collected/used
Recipient feedback and survey forms and process
3. PAYMENT RECIPIENT CAPABILITIES
Recipient research on financial capacity & access to payment receipt mechanisms
(including mobile phone ownership if applicable)
Target recipients identified, listed, and verified (may be in phases)
Target recipients’ location mapped against
Network coverage
Financial access points
2
Liquidity of financial access points to service payments (cash-out)
Recipients registered and confirmed as eligible to receive project payments
Recipients registered, trained and authenticated for use of electronic payment
system
Recipients capable of being notified of payment distribution and schedule (SMS or
otherwise)
_% Target success rate in recipient electronic payments received and used
3