Peer to Peer Performance Evaluation

Background Peer-to-Peer performance evaluation is the final reporting element in the Quality Assurance framework. The driving criteria are: Immediacy Specificity to a customer case and stating exactly what was good or not good Detail only visible to the two banks involved and to IBOS Office Related to a mission-critical IBOS capability Should be integrated into the process itself rather than being a separate post-facto task, at which point it gets forgotten, not reported fully etc, and then loses its impact and value  Research several peer-to-peer organisations where feedback from the supplier (AHB) and the user (HB) are integral to the completion of a transaction

Proposed model Mutual feedback from the Host Bank and Account- Holding Bank on one another’s performance during the Account Opening Process part of the process for every referral, integrated into the closure of the Referral i.e. ‘Complete’, ‘Withdrawn’ or ‘Rejected’

Feedback for Test Bank 1 as Host Bank for referral reference: 20150617/113807/Test/ Please rate the performance of Test Bank 1, on this specific deal (1= Very poor 2= Partly unsatisfactory 3= Satisfactory 4= Good 5= Excellent) Rating Overall Performance Rating:   1. Followed our referral process as instructed 2. Demonstrated knowledge of the customer's requirements 3. Kept us informed of progress with the customer 4. Effectively managed communications between customer, HB and AHB 5. Conforms to IBOS standards sufficiently well to enable us to meet this customer's needs Any particular areas of excellence? Any areas needing improvement?

Feedback for Test Bank 2 as Account Holding Bank for referral reference:20150617/113807/Test/  Please rate the performance of Test Bank 2 on this specific deal (1= Very poor 2= Partly unsatisfactory 3= Satisfactory 4= Good 5= Excellent)   RATING Overall Performance Rating: 1. The referral and account opening process is clearly described 2. Always responded in a timely manner 3. Guided us effectively through documentation and regulatory requirements 4. Helped us find the best solution for our customer 5. Conforms to IBOS standards sufficiently well to meet this customer's needs 6. The customer was happy with the pricing Any particular areas of excellence? Any areas in need of improvement?

Feedback for referral reference: 20150617/113807/Test/ AHB 1 2 3 4 5 Overall Performance Rating:   x The referral and account opening process for this AHB is clearly described Responded in a timely manner Guided us effectively through documentation and regulatory requirements Helped us find the best solution for our customer Conforms to IBOS standards sufficiently well to meet this customer's needs Customer was happy with the pricing Any particular areas of excellence? Any areas in need of improvement? HB Followed our referral process as instructed Effectively managed communications between customer, HB and AHB Demonstrated knowledge of the customer's requirements Kept us informed of progress with the customer Conforms to IBOS standards sufficiently well to enable us to meet this customer's needs