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TALA | Digital Credit Technologies and FInancial Inclusion Tala’s digital credit product Tala is able to skip that formal history by looking at data from an applicant’s smartphone in order to trust customers with loans and other services. (...) TALA | Digital Credit Technologies and Financial Inclusion Determining Creditworthiness How we make lending decisions Advanced data science + credit models Device Data - device type, ID, apps on device Behavioral data and psychometric data from our customers Repayment Behaviour 1 2 3 4 TALA | Digital Credit Technologies and Financial Inclusion Customer Snapshot Kenya ● mostly male ● working in the informal sector. ● describe themselves as self- employed or running their own business. ● skew younger (under 45) ● many have completed some form of higher education. (...) TALA | Digital Credit Technologies and Financial Inclusion Financial Inclusion Personalized Education Tala offers personalized education to customers through our app to help customers take control of their financial lives.
Language:English
Score: 1044701 - https://www.itu.int/en/ITU-T/w.../Documents/Diana%20Wanjuhi.pdf
Data Source: un
E.802 QoS procedures Well detailed Theoretical stage Strategy needed! CUSTOMER SERVICE PROVIDER QoS Offered By Provider QoS Achieved By Provider QoS Perceived By Customer Customer’s QoS Requirements Quality Objectives/ Parameters Analysis Process Output QoP Satisfaction Performance Mar del Plata, Argentina, 31 Aug – 1 Sep 2009 ITU-T Kaleidoscope 2009 – Innovations for Digital Inclusion 5 Service Level Agreement SLA (Maximum&Minimun) ¡CORRECTIVE ACTIONS REQUIRED! (...) QoS Offered By Provider QoS Perceived By Costumer Customers QoS Requirements QoS Delivered By Provider ITU-T G.1000 QoS Management Proposal QoS Model QoS Criteria Methodology Satisfaction Expectation Identification of User’s Requirements Functions Definition Measurable Parameters Specification (QoS Model) Measurements Methods Definition Customer Satisfaction Model Application Updating of User’s Expectation METHODOLOGY Perceived Utility Determination Mar del Plata, Argentina, 31 Aug – 1 Sep 2009 ITU-T Kaleidoscope 2009 – Innovations for Digital Inclusion 6 Network QoS Availability Customer Care Content QoS Models ITU-T Rec. E.802: Universal Model Performance Model Four Market Model ACF model CSAT Model Need for simplification FullfilmentContinuityAccesibility Customer Care AvailabilityNetwork QoS Mar del Plata, Argentina, 31 Aug – 1 Sep 2009 ITU-T Kaleidoscope 2009 – Innovations for Digital Inclusion 7 QoS Management Model Identification of QoS criteria Considered on a service by service basis Specified on an end-to-end basis Different population segments may have different QoS preferences QoS profile for customers are time dependant A set of functions to cover the QoS criteria Measurable indicators/parameters QoS perceived can be modeled Mar del Plata, Argentina, 31 Aug – 1 Sep 2009 ITU-T Kaleidoscope 2009 – Innovations for Digital Inclusion 8 QoS Model SERVICE A FUNCTION A SERVICE C FUNCTION B FUNCTION C FUNCTION D FUNCTION E FUNCTION A FUNCTION B FUNCTION H FUNCTION J N ET W O R K A VA IL A B IL IT Y C U ST O M ER C A R E C O N TE N T Q oS FUNCTION A N ET W O R K Q oS FUNCTION A MEASURABLE OBJECTIVE OR SUBJECTIVE PARAMETERS P Q o S A SERVICE B E x p Q o S A P Q o S B P Q o S A P Q o S B P Q o S A P Q o S B P Q o S C E X P Q o S B E X P Q o S A E X P Q o S B E X P Q o S A E X P Q o S B E X P Q o S C Mar del Plata, Argentina, 31 Aug – 1 Sep 2009 ITU-T Kaleidoscope 2009 – Innovations for Digital Inclusion 9 Methodology ITU-T E.802QoS Model Four Market Model Performance Model Universal Model ACF Model CSAT Model Satisfaction Model Methodology Proposal QoS Perceived By Customer Framework ITU-T G.1000 CUSTOMER QoS Achieved By Provider SERVICE PROVIDER K Q I Customer’s QoS Requirements QoS criteria Customer’s Perception Customer’s Expectation Customer’s SatisfactionDisconformation Expectation Expectation Update Perceived Utility Service Utility Network QoS Customer Care Network Availability Content Service CSAT QoS Offered By Provider Mar del Plata, Argentina, 31 Aug – 1 Sep 2009 ITU-T Kaleidoscope 2009 – Innovations for Digital Inclusion 10 Case Study Web service Residential users Sample data results from experiment Steps: Identification of user’s requirements Specification of functions and parameters Customer satisfaction analysis Mar del Plata, Argentina, 31 Aug – 1 Sep 2009 ITU-T Kaleidoscope 2009 – Innovations for Digital Inclusion 11 User’s QoS Requirements Network QoS criteria Maximum download and upload speed Availability criteria Availability of web service Customer Care criteria Premium service support Content criteria No gathered data Mar del Plata, Argentina, 31 Aug – 1 Sep 2009 ITU-T Kaleidoscope 2009 – Innovations for Digital Inclusion 12 Functions and Parameters Functions Session Time Service Availability Service Support Parameters Throughput Percentage of time service available Response time for service support Mar del Plata, Argentina, 31 Aug – 1 Sep 2009 ITU-T Kaleidoscope 2009 – Innovations for Digital Inclusion 13 QoS offered Maximum throughput Upload Download Maximum Availability Availability Best response time For premium service support: Defective Service Instance (DSI): Notion to quantify the negative effect of offering beyond user’s requirements o uijΡ o dijΡ o ijW brRT Mar del Plata, Argentina, 31 Aug – 1 Sep 2009 ITU-T Kaleidoscope 2009 – Innovations for Digital Inclusion 14 QoS Delivered Measured throughput Average upload: Average download: DSI penalization factor for session time: Measured availability Percentage of time considered available: Total access time: DSI penalization factor for availability: Measured average response time Average response time measured: DSI penalization factor for support: a dijΡ STijD ijW ijA AijD a rtitRT SSitD a uijΡ Mar del Plata, Argentina, 31 Aug – 1 Sep 2009 ITU-T Kaleidoscope 2009 – Innovations for Digital Inclusion 15 Perceived Utility QoS Perceived by User User’s Preferences γ1, γ2 – download and upload (γ1 + γ2 = 1) α1, α2, α3 – Network QoS, availability and customer care (α1 + α2 + α3 = 1) Session Time Availability Service Support STijo uij a uij o dij a dijST ij DP P P P Q −+= 21 γγ ( ) Aij j ij j ijijA ij D A AW Q − × = ∑ ∑ SSit t a rtit t brtSS i DRT RT Q −= ∑ ∑ ss i A ij j ij ST ijj ij i QQA QA PU ×+×+ × = ∑ ∑ 32 1 )( αα α Mar del Plata, Argentina, 31 Aug – 1 Sep 2009 ITU-T Kaleidoscope 2009 – Innovations for Digital Inclusion 16 Customer Satisfaction Customer Satisfaction: Expectation: Disconformation: Perception function: Disconformation function: )()( 21 EUPUfPUf iiii −+=Γ f 1 EUi )( EUPU ii − f 2 Mar del Plata, Argentina, 31 Aug – 1 Sep 2009 ITU-T Kaleidoscope 2009 – Innovations for Digital Inclusion 17 Experiment Carried out on June 2008 on Web service Two kind of users: expert and unskilled Different network conditions (delay) Capture their preferences: Satisfaction evaluation User Expert Unskilled Download (γ1) 0,7 0,8 Upload (γ2) 0,3 0,2 Network QoS (α1) 0,75 0,7 Availability (α2) 0,20 0,10 Customer Care (α3) 0,05 0,20 Mar del Plata, Argentina, 31 Aug – 1 Sep 2009 ITU-T Kaleidoscope 2009 – Innovations for Digital Inclusion 18 Results User’s overall satisfaction closely linked to contextual parameters.
Language:English
Score: 1036391 - https://www.itu.int/dms_pub/it.../29/02/T29020000090022PDFE.pdf
Data Source: un
Mobile and web accessibility policies The Role of ICT in the Development of Inclusive Society for Persons with Disabilities Session Four Belgrade, Serba-8-9 October 2015 ITU European Regional Initiative 3: Ensuring access to ICTs for persons with disabilities Ms. (...) Model accessible ICT public procurement policy framework 2 http://www.itu.int/en/ITU-D/Digital-Inclusion/Pages/Reports.aspx Availability  provide customers a range of accessible products, services and devices meeting the requirements of various types of disabilities Affordability offer special and/or discounted rates and plans for users with disabilities – i.e. text only plans for the deaf Awareness train staff on accessible products and services and serving customers with disabilities Emergency Communications  ensure PwD can communicate by text & video relay and call centres are made aware caller has a disability Model ICT Accessibility Policy Report: Module 3: MOBILE PHONE ACCESSIBILITY Practical Tools: Model Mobile Accessibility Policy Model Code of Conduct (for mobile industry) Model Regulations (for regulators) Model ICT Accessibility Policy Report: Module 3: MOBILE PHONE ACCESSIBILITY Steps • Government adopts a mobile accessibility policy, developed in consultation with persons with disabilities • Mobile operators include a range of handsets with built-in accessible features in their line up of devices they sell to customers - mobile operators amend their procurement policies • Sales outlets made accessible and sales staff trained to serve customers with disabilities and to demonstrate accessible features; customer service staff trained to assist customers with disabilities • Mobile industry promotes development of accessible apps and accessible apps stores • Mobile operators provide special/discounted rates such as text and data only plans for the deaf and hard of hearing • Real-time text and video relay implemented for accessible emergency communications • Government sets measurable targets, reports annually on implementation and ensures enforcement as appropriate • Periodic review to address technological developments Mobile accessibility policy targets Availability of accessible mobile products, services, and devices Mobile operators' and retailers' procurement policies amended Within 12 months A range of accessible handsets and services for different types of disabilities on offer by mobile operators and retailers Within 18 months Sales, retail outlets, customer care and public awareness Points of sale made accessible including use of internationally recognized disability and braille signage Within 12 months Mobile industry staff trained on key accessible products and serving users with disabilities Within 12 months Dedicated customer care facilities, in store support or staff at call centres trained to assist customers with disabilities Within 12 months Customer communications including bills, contracts with customers and publicly available terms and conditions and information about products and services made available in accessible formats Within 12 months Annual review of implementation of mobile communications accessibility policy/regulations Within 12 months Annual national survey on accessibility of mobile devices and services, including mobile assistive technology and awareness by persons with disabilities of this policy and its related [Code of conduct or] [regulations] and available accessible and assistive mobile communications (by NRA) Within 12 months Promotion and advertising by mobile industry of accessible mobile products and services, including accessible emergency services Within 6 months after staff training Measurable targets and review Model ICT Accessibility Policy Report: Module 3: MOBILE PHONE ACCESSIBILITY Where to find accessible mobile phones Making Mobile Phones and Services Accessible Report  Explains, in concrete terms, what we mean by accessible mobile phones  Identifies accessible features by disability Mobile manufacturers Forum (MMF) GARI Database of accessible mobile devices www.mobileaccessibility.info/ http://www.itu.int/en/ITU-D/Digital-Inclusion/Pages/Reports.aspx http://www.mobileaccessibility.info/ http://www.itu.int/en/ITU-D/Digital-Inclusion/Pages/Reports.aspx http://www.itu.int/en/ITU-D/Digital-Inclusion/Pages/Reports.aspx http://www.itu.int/en/ITU-D/Digital-Inclusion/Pages/Reports.aspx http://www.itu.int/en/ITU-D/Digital-Inclusion/Pages/Reports.aspx http://www.itu.int/en/ITU-D/Digital-Inclusion/Pages/Reports.aspx http://www.itu.int/en/ITU-D/Digital-Inclusion/Pages/Reports.aspx 02 Model ICT Accessibility Policy Report: Module 5: WEB ACCESSIBILITY • Focus is on public sector websites. (...) For more information: • www.itu.int/en/ITU-D/Digital-Inclusion/ • www.itu.int/accessibility • susan.schorr@itu.int : http://www.itu.int/en/ITU-D/Digital-Inclusion/Pages/default.aspx http://www.itu.int/en/ITU-D/Digital-Inclusion/Pages/default.aspx http://www.itu.int/en/ITU-D/Digital-Inclusion/Pages/default.aspx http://www.itu.int/en/ITU-D/Digital-Inclusion/Pages/default.aspx http://www.itu.int/en/ITU-D/Digital-Inclusion/Pages/default.aspx http://www.itu.int/accessibility mailto:susan.schorr@itu.int
Language:English
Score: 1017718.6 - https://www.itu.int/en/ITU-D/R...20accessibility%20policies.pdf
Data Source: un
 Page 14 - FIGI - Use of telecommunications data for digital financial inclusion           Basic HTML Version Table of Contents View Full Version Page 14 - FIGI - Use of telecommunications data for digital financial inclusion P. 14 Nevertheless, a very large proportion of the World’s across devices and the customer journeys. (...) Customers can be identified across mul- apps. In addition, new customers with no finan- tiple devices and screens to follow their customer cial history will continue to grow into adulthood. journey and improve their experience as they interact For these reasons, telecommunications data can with the operator’s brand, including through target- be expected to remain a vital means of identifying ed advertising and transactions. customers and de-risking loans and so lowering their cost for some time to come. 42 Credit scoring There are several areas in which telecommunica- One of the major impediments to further inclusion tions data are used for digital financial services: and deepening is the absence of reliable credit and other information on individuals and enterprises • customer engagement, i.e., attracting them to that have not traditionally used banking and insur- the service; ance services. (...) As shown below, the 3 money data to identify potential customers that had use of telecommunications data reduced Claro’s bad not registered for lending services. 2 debts as a percentage of net revenue by 13%, and Analysis of the telecommunications data enables enabled a 5% increase in net additions to post-paid operators to recognize and understand customers mobile accounts. 12 Use of telecommunications data for digital financial inclusion     9     10     11     12     13     14     15     16     17     18     19          
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Score: 1015440.1 - https://www.itu.int/en/publica...n/files/basic-html/page14.html
Data Source: un
Digital Financial Inclusion involves the deployment of cost-saving digital means to reach currently financially excluded and underserved populations with a range of financial services suited to their needs, responsibly delivered at a cost that is affordable to customers and sustainable for providers. (...) Hopefully, the digital footprint left by using digital financial services will help eventually in assisting financial institutions better to know 4 their customers and customerscustomers. But in the immediate future, that may not be the case; and so the digital financial inclusion may create some problems for us in this area. (...) These risks are further magnified because a large number of retail agents handle customers’ transactional and other data and the profile of previously excluded and underserved customers.
Language:English
Score: 1010753.1 - https://www.cepal.org/sites/de...on._darcy_boyce_barbados_0.pdf
Data Source: un
A Study of the Application of Information and Communications Technology in Customer Relationship Management in Selected Airlines in Nigeria | UNESCO Inclusive Policy Lab Skip to main content UNESCO Inclusive Policy Lab Menu Inclusive Policy Markers Learning E-teams Member search Think pieces Publications Podcasts Expert advice Invite a friend Work by region Quick links About the Lab About the MOST Programme Stay connected           UNESCO.org Log in User login Username or e-mail * Password * Create new account Request new password You are here: Home » E-teams » Innovation, Technology Management, and Inclusiveness » Documents » A Study of the Application of Information and Communications Technology in Customer Relationship Management in Selected Airlines in Nigeria Innovation, Technology Management, and Inclusiveness Public E-team SHARE THIS: Send Request To Join Overview Documents Discussions Members Join Register Ask an expert Explore the inclusive policy markers Join an e-team Invite a friend < Back to documents list A Study of the Application of Information and Communications Technology in Customer Relationship Management in Selected Airlines in Nigeria This study examined the Customer Relationship Management (CRM) practices used in selected airlines in the Nigerian Aviation industry. (...) The study revealed that the adoption of ICT in airlines operations significantly reduced operational costs (r = - 0.791*, p = 0.011), improved service quality (r = 0.732*, p =0.025) and improved identification of high value customers. The study concluded that the effective deployment of ICT assisted the Airlines in rendering better services to their passengers and facilitated a robust performance of their operations.   SHARE THIS: Download document UNESCO Inclusive Policy Lab We enable knowledge co-creation and translation into inclusive policies Stay connected           Quick links About the Lab About the MOST Programme WWW.UNESCO.ORG Disclaimer of use Privacy Policy Terms of use Contact us Protection of human rights : Procedure 104 Join Register Ask an expert Explore the inclusive policy markers Join an e-team Invite a friend
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Score: 1009873.2 - https://en.unesco.org/inclusiv.../study-application-information
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A Study of the Application of Information and Communications Technology in Customer Relationship Management in Selected Airlines in Nigeria | UNESCO Inclusive Policy Lab Skip to main content UNESCO Inclusive Policy Lab Menu Inclusive Policy Markers Learning E-teams Member search Think pieces Publications Podcasts Expert advice Invite a friend Work by region Quick links About the Lab About the MOST Programme Stay connected           UNESCO.org Log in User login Username or e-mail * Password * Create new account Request new password You are here: Home » E-teams » Innovation, Technology Management, and Inclusiveness » Documents » A Study of the Application of Information and Communications Technology in Customer Relationship Management in Selected Airlines in Nigeria Innovation, Technology Management, and Inclusiveness Public E-team SHARE THIS: Send Request To Join Overview Documents Discussions Members Join Register Ask an expert Explore the inclusive policy markers Join an e-team Invite a friend < Back to documents list A Study of the Application of Information and Communications Technology in Customer Relationship Management in Selected Airlines in Nigeria This study examined the Customer Relationship Management (CRM) practices used in selected airlines in the Nigerian Aviation industry. (...) The study revealed that the adoption of ICT in airlines operations significantly reduced operational costs (r = - 0.791*, p = 0.011), improved service quality (r = 0.732*, p =0.025) and improved identification of high value customers. The study concluded that the effective deployment of ICT assisted the Airlines in rendering better services to their passengers and facilitated a robust performance of their operations.   SHARE THIS: Download document UNESCO Inclusive Policy Lab We enable knowledge co-creation and translation into inclusive policies Stay connected           Quick links About the Lab About the MOST Programme WWW.UNESCO.ORG Disclaimer of use Privacy Policy Terms of use Contact us Protection of human rights : Procedure 104 Join Register Ask an expert Explore the inclusive policy markers Join an e-team Invite a friend
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Score: 1009873.2 - https://en.unesco.org/inclusivepolicylab/node/1182
Data Source: un
A Study of the Application of Information and Communications Technology in Customer Relationship Management in Selected Airlines in Nigeria | UNESCO Inclusive Policy Lab Skip to main content UNESCO Inclusive Policy Lab Menu Inclusive Policy Markers Learning E-teams Member search Think pieces Publications Podcasts Expert advice Invite a friend Work by region Quick links About the Lab About the MOST Programme Stay connected           UNESCO.org Log in User login Username or e-mail * Password * Create new account Request new password You are here: Home » E-teams » Innovation, Technology Management, and Inclusiveness » Documents » A Study of the Application of Information and Communications Technology in Customer Relationship Management in Selected Airlines in Nigeria Innovation, Technology Management, and Inclusiveness Public E-team SHARE THIS: Send Request To Join Overview Documents Discussions Members Join Register Ask an expert Explore the inclusive policy markers Join an e-team Invite a friend < Back to documents list A Study of the Application of Information and Communications Technology in Customer Relationship Management in Selected Airlines in Nigeria This study examined the Customer Relationship Management (CRM) practices used in selected airlines in the Nigerian Aviation industry. (...) The study revealed that the adoption of ICT in airlines operations significantly reduced operational costs (r = - 0.791*, p = 0.011), improved service quality (r = 0.732*, p =0.025) and improved identification of high value customers. The study concluded that the effective deployment of ICT assisted the Airlines in rendering better services to their passengers and facilitated a robust performance of their operations.   SHARE THIS: Download document UNESCO Inclusive Policy Lab We enable knowledge co-creation and translation into inclusive policies Stay connected           Quick links About the Lab About the MOST Programme WWW.UNESCO.ORG Disclaimer of use Privacy Policy Terms of use Contact us Protection of human rights : Procedure 104 Join Register Ask an expert Explore the inclusive policy markers Join an e-team Invite a friend
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Score: 1009873.2 - en.unesco.org/inclusive.../study-application-information
Data Source: un
Subscriber information also includes a information about the subscriber, particularly where purchase history for a variety of additional products they are required to do so by know-your-customer and services, such as mobile devices and accesso- (KYC) regulation. (...) For pre-paid accounts, which are particularly for instance for customer engagement purposes (see relevant for financial inclusion, operators have data section 5.1 below). as to decisions made by subscribers with respect to 4 USE OF TELECOMMUNICATIONS DATA IN DFS Telecommunications data is used in multiple ways, sometimes on its own as reviewed here. (...) This may begin with use of mobile • Estimated customer income money, in which case a significant amount of direct • High risk ZIP code financial behavioural history may be combined with • Regional area code the telecommunications data.
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Score: 994279.5 - https://www.itu.int/en/publica...n/files/basic-html/page13.html
Data Source: un
 Page 10 - FIGI - Use of telecommunications data for digital financial inclusion           Basic HTML Version Table of Contents View Full Version Page 10 - FIGI - Use of telecommunications data for digital financial inclusion P. 10 Use of telecommunications data for digital financial inclusion 1 INTRODUCTION This short paper reviews the use of telecommunica- icant, or even any, transaction record with a bank or tions data in digital financial services (DFS). other financial institution. If telecommunications can These data can enable a telecommunications bridge the physical distance between those who live operator and others that have access to such data to far from financial service providers, the data generat- assess the regularity and scale of a customer’s cash ed may bridge an information gap between provider flow, stability of his or her financial condition and and customer. nature of his or her social network. Such data can be This paper describes the types of telecommuni- used to profile the customer for the purpose of tar- cations data to which telecommunications operators geting services appropriate to his or her needs and have access, how such data are used in DFS, and capabilities, and offering risk-related services such as how better use of telecommunications data could be credit and insurance. facilitated, including through the adoption of stan- This offers an opportunity to extend financial ser- dards relating to such data. vices to customers who do not have any other signif- 2 THE OPPORTUNITY OF DFS Access to basic financial services is a vital part of such as business finance or consumer credit, such development, providing the means to manage and customers have been effectively shut out of access protect wealth, invest in the future, and surmount to such services. crises.
Language:English
Score: 992904.5 - https://www.itu.int/en/publica...n/files/basic-html/page10.html
Data Source: un