POST OFFICE INTERNAL PROCESSES
OBJECTIVES
Discover
Join
Use - feature phone Customer
Use - smart phone Customer
Feedback
Leave
- Introduction to the service - Understanding how the service works
- Registering for the service - Receiving confirmation as Agent
- Transferring money or paying a bill - Receiving the service from a Postal or Retail Agent - Having a seamless, enjoyable experience
- Transferring money or paying a bill - Receiving the service from any type of Agent - Having a seamless, enjoyable experience
- Rating the service experienced with Agent/Customer
- Converting Customer account from feature phone to smart phone - Opting out of service
PHYSICAL EVIDENCE Word of mouth
Hear about service from others Smart phone Customer
Poster
App
Instruction booklet
See posters about service awareness curiosity
Learn how it works
Registration form
SMS
Download app
App
TRANGO Sign
App
Cash Payment
App
SMS
App
Register as Customer
App
Choose an Agent nearby
Cash Payment
Pay cash including fee
App
Receive money in TRANGO wallet
Mobile transfer
App
Cash Payment
SMS rating
Send money to Recipient or pay a bill
App rating
Phone upgrade
Call to Opt out
Opt out
Delete profile to leave service for good
Rate the Agent
News Fill out form at Post Office or registered retailer
Learn how it works
Social Media Feature phone Customer
Receive SMS with unique account number
Place sign on letterbox
Receive SMS receipt. Forward to Recipient
Pay cash including fee
Receive SMS with unique transaction number
Recipient
Download app and convert Customer account
Rate the Agent by replying to SMS receipt
Provide Agent with transaction details. Receive cash
Receive money from Customer
Choose an Agent nearby
Forward money to Agent’s TRANGO wallet
Receive notification and plan a meet-up
Start transaction and give cash to Recipient
Call to leave service for good
Rate the Agent
Line of Interaction
Postman
Hear about service from internal comms
See posters about service
Hear about service from others
See posters in public and promote service in store
Retail Agent
Learn how it works
See sign while delivering mail and ring doorbell
Deliver filled forms from retailer to Post Office
Learn how it works
awareness curiosity
Download app
Register as Agent
Stock forms
Stock booklets
Enter Customer details and create transaction
Receive cash
Transfer amount to Customer or pay their bill
Receive transfer from Customer in location A. Give cash to Recipient
Enter Customer details and create transaction
Receive cash
Transfer amount to Customer or pay their bill
Receive transfer from Customer in location A. Give cash to Recipient
Receive notification and plan a meet-up
Start transaction and receive cash
Forward money to Customer’s TRANGO wallet
Delete profile to leave service for good
Rate the Customer
News
Social Media Any Local Agent
See posters about service
Learn how it works
awareness curiosity
Line of Visibility
Provide booklets in Post Office & retail shops
Coordinate marketing campaign
Provide signs with Customer booklets
Provide forms
Customer service receive cancellation call
The Post Office Line of Internal Interaction
Recruit staff for call center to answer calls enquiring about TRANGO Internal Processes
Release free app with comprehensive service description
Create profile and store Customer details
1
1
Send SMS with unique account number
2
Create unique transaction number and store details
3
Subtract amount from Agent’s account and add to Customer’s or utility provider’s
Send SMS to Customer
Subtract amount from Customer’s account and add to Agent’s (location B) account
List Agents within radius and send notification to chosen one
Create unique transaction number and store details
Subtract amount from Agent’s account and add to Customer’s account
Subtract amount from Customer’s account and add to Recipient/util ity provider’s account
List Agents within radius and send notification to chosen one
Subtract Recipient’s account and add to Agent’s account
4
Store rating data
Store rating data
Convert Customer account type in system
Cancel user profile and delete all related data
Cancel user profile and delete all related data
5
SERVICE PROMOTION POSTERS • TRANGO’s marketing campaign involves posters being placed around the UK. Posters should be placed more frequently in cities with a relatively larger population of unbanked individuals, such as Doncaster, Durham, Coventry and Manchester. • As part of the service’s promotion, Retail Agents would display TRANGO signage and posters in their shop. This offers Customers exposure to the service in addition to potentially bringing the retailer more business. • The poster files should be A2 in size and inkjet printed on matt 180 g/m2 paper. BOOKLETS • Instruction booklets should be placed in every Post Office branch, and with retailers who are promoting the service. • The booklets should be A5 in size and printed on 170 g/m2 “MUNKEN PURE” paper from the G.F. Smith collection. This type of paper is relatively inexpensive yet upholds the necessary quality that the Post Office maintains and a quintessentially British origin. TRANGO SIGNAGE • The TRANGO signage, used by feature phone Customers, comes attached to the back cover of the Customer instruction booklet. It is made of three acrylic 3mm sheets (base: opal 050/ top arrow: blue 743/ lower arrow: blue 727) laser-cut using the provided files and then glued together with liquid solvent acrylic adhesive.
POST OFFICE INTERNAL PROCESSES
32 mm
32 mm
• The sign is placed on a letterbox using two magnetic discs of opposite polarity, one base disc stuck on the letterbox and the other stuck on the back of the TRANGO sign. The magnets used should not have a vertical pull exceeding 0.6 kg otherwise the sign will be difficult to pull apart from its base. 10mm diameter 1mm thickness Neodymium magnet South Pole facing outward 3M adhesive on inner side 10mm diameter 1mm thickness Neodymium magnet North Pole facing outward 3M adhesive on inner side
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REGISTRATION FEATURE PHONE REGISTRATION FORMS • Registration forms should be available at all Post Office branches and registered retailers. • The internal communications department should inform postmen/women to collect completed registration forms from registered retailers and bring them back to the Post Office for processing. CONFIRMATION SMS An automated SMS should be sent to feature phone Customers once their information is inputted into the system. The SMS should include their unique account number. RECIPIENTS Recipients of a smart phone or feature phone transfer must have TRANGO accounts with their profile details stored in the TRANGO system. A transfer cannot take place with a member of the public in order to comply with the HM Revenue & Customs Money Laundering Regulations Act 2014.
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TRANGO ACCOUNT UNIQUE ACCOUNT NUMBER Once a user (Agent/Customer) joins, they should receive a unique account number based on what type of user they are. For example: PA 123456 (Postal Agent) FC 123456 (Feature phone Customer) RA 123456 (Retail Agent) SC 123456 (Smart phone Customer) LA 123456 (Local Agent) Only the first two letters will change if a user wants to convert to another type of account.
POST OFFICE INTERNAL PROCESSES TRANGO WALLET The unique account number is a random number generated and designated to a specific person. Every unique account number is linked to a TRANGO wallet, a virtual wallet that holds the user’s money. These wallets (and the money inside them) are not held in TRANGO servers, so a wallet fully belongs to a user and can be accessed through their phones. The TRANGO wallet that users see is an interface which shows them an account balance in GBP and a transaction history. The interface seems like an easy-to-read bank statement but in fact, the money kept in the wallet is not a fiat currency and the transactions are not based on a database management system, as bank transactions are. Unique account number creates transaction
Private key
Signature Bitcoin wallet
A TRANGO wallet is a Bitcoin wallet behind the interface. It contains a private key that, when joined by a transaction, creates a signature unique to the user and to the transaction. This means that only the real owner of the account can send or receive money, and that a transaction can be processed only once, guaranteeing non-fraudulent activity. Once a transaction is created, it goes into a pool of other transactions, called the blockchain. A transaction’s order is locked into this chain and when its turn comes, it is processed. In real-time, this happens within seconds; in other words, money transfers happen instantly. MONEY The money that the Agents initially load into their TRANGO wallets from their bank accounts are Bitcoins, not actual Pound Sterlings. For example, this is what happens if an Agent wants to load £100 on the 26th April 2015 at 09:49 UTC: Back
Exchange rate: 1 bitcoin = 143.172 GBP
Mike
Your balance is £ 40.00
Buys 0.698 bitcoins
TRANSACTION HISTORY
Shows as GBP in interface
POST OFFICE INTERNAL PROCESSES All users hold Bitcoins in their wallets and transfer Bitcoins to one another. This is the most ideal way for Customers who are unbanked to hold actual money of value in their accounts. They cannot hold Pounds Sterling in their TRANGO wallets since their accounts are not bank accounts capable of holding fiat currencies.
24-hour price chart
GBP
Source: https://bitcoinaverage.com
Due to continuous price fluctuation, TRANGO should guarantee its users a constant Bitcoin value for 24 hours once an amount enters a TRANGO wallet. Any changes in price during this period will be TRANGO’s responsibility and not the users’.
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UTILITY PROVIDERS CORPORATE ACCOUNTS Before launching the service, TRANGO should get as many utility provider companies in the UK on board, in order to cater to all Customers who want to pay their bills. Corporate accounts should be created for these companies with unique account numbers beginning with UP (UP 123456). These accounts are similar to Agent accounts in that they can be linked to a bank account. The TRANGO wallets of these corporate accounts should be programmed to be able to immediately unload money (transferred to them by a Customer) back into their bank accounts hassle-free, should a utility provider request this option.
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FEEDBACK & FUTURE USER RATINGS The ability to rate each other in TRANGO is crucial in order to design a safety measure that both Customers and Agents can utilise. Ratings and reviews should be publicised for all users to see before transacting with another user. If a Customer or Agent holds a rating of 3 or below for more than 3 months, their account must be temporarily suspended and the user should be contacted straight away and the situation investigated. OPPORTUNITIES • Collaboration with retailers to accept TRANGO for purchases. Requires new fee scheme and pricing model. • Global expansion of service for smart phone Customers worldwide.