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What is consent management?

Consent management is a simple maker-checker* flow that authorizes Moniepoint staff to take sensitive actions (e.g., profile updates) on behalf of customers with their consent.

^{*Maker-checker: One party initiates a request, and the other party approves the request.}

Example scenario: Updating the business name on a Moniepoint account

• A user walks into a Moniepoint Kiosk to get help updating the business name on their Moniepoint account.

• This means Moniepoint Kiosk agent must take sensitive action on behalf of the customer.

• With the consent management system, the Kiosk agent can initiate a consent request for the customer to approve.

• Once this request is approved by the customer, the agent can then proceed to update the user's business name.

This ensures maximum security on the user’s account and ensures the user is always informed of all changes made to their Moniepoint account.

We can also see a detailed activity log of all the changes made to a customer's account.

What channels will this run on?

1. Moniedesk

2. Back office

3. BRM dashboard

4. PRM dashboard

5. USSD

6. Moniepoint banking app.

Why do we need a consent management system?

1. Improved compliance and security: This would mean we are compliant and in line with GDPR, by ensuring all actions are taken with customer’s consent.

2. This also significantly reduces the chance of sensitive actions being taken by bad actors and adds an extra layer of security at physical locations as well.

3. Audit logs: There is now a clear trail of who performed what actions on a customer's account and a clear record of who approved the actions to be taken.

4. Automated consent processes: By automating the process of getting consent, we can make the process of getting customers approval for consent simpler especially for physical interactions.

What is the value delivered when we introduce consent management?

1. Improved security

2. Speed

3. Seamless user management for support team

Do we currently have any metrics to support this?

[In progress: What is the current experience for compliance and how does this affect the user experience? Do people drop off from support if they’re unable to get required compliance information to carry out sensitive actions? How many?]

Key stakeholders

Compliance
Customer success
Operations team