pr brochure qpc
TRANSCRIPT
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Company Prole
Processing
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05 Quipu The Company
09 Products and Services
14 Systems and Security
18 Best Practice
20 Customer Comments
22 Quipu Management Team
25 Contact Us
CONTENTS
quipu |contents
QUIPUQui | pu [khipu]
A quipu was a device
invented by the Incas for
storing information by means
of knots tied in string or wool.
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LOCATION
Quipu Processing is the card transaction processing division of
Quipu GmbH, the Frankfurt-based IT services provider.
Quipu GmbH was set up in 2004, when the prominent German
consulting firm Internationale Projekt Consult (IPC) GmbH decided
to spin off its IT operations to form a separate company.
IPC has over 25 years experience in the implementation of
financial institution building projects in developing countries and
transition economies, and Quipus expertise and business orienta-
tion are built on that t radition.
QUIPU THE COMPANY
quipu | the company
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Quipu Processings operational centre is situated inGermanys financial capital, Frankfurt, near the TV tower.
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quipu | the company
RESPONSIBILITYBy providing technologically advanced cashless
payment facilities which conform to stringent
standards of efficiency and security we can make
a significant contribution to stabilisation and
development.
06
INTERNATIONAL SCOPE
Quipu is an international company in every sense of the
word. Our main customers to date are the members of the
ProCredit group, an expanding network of banks dedicated
to serving micro, small and medium-sized enterprises and
low-income households. Today there are 20 ProCredit Banks
operating successfully in as many different countries in
Africa, Latin America and Eastern Europe. The vast major-
ity of them are running the banking software developed by
Quipu, and receive support on all IT-related matters either
from Quipus headquarters in Germany, or from one of our
5 regional offices in El Salvador, Kosovo, Macedonia, Russia
and Ukraine.
In addition to our presence on three continents, our interna-
tional character is also reflected in our staff of hand-picked
experts, with more than 20 different nationalities repre-
sented. This puts us in a unique position to offer a localised
service on a global scale.
A PASSION FOR
PROBLEM-SOLVING
At Quipu Processing as in the other divisions of Quipu
we relish the opportunity to implement ambitious projects
in challenging environments. It is no coincidence that our
first project to set up a card processing system was under-
taken in Kosovo, only a short period after the province had
emerged from bloody ethnic conflict. And more recently,
we installed the first ATM ever to go into service in the
Democratic Republic of Congo. We fervently believe that
by providing technologically advanced cashless payment
facilities which conform to stringent standards of efficiency
and security we can make a significant contribution to
stabilisation and development.
WHAT DOES
QUIPU MEAN?
The wordquipu refers to a mnemonic device consistingof knotted strands of wool or cotton which was used by
the ancient Incas to record and transmit information. The
choice of name not only reflects Quipu GmbHs internatio-
nal background; it also expresses our constant striving for
simple yet ingenious solutions which can function even in
environments that do not have a sophisticated technologi-
cal infrastructure.
LOCALISED SERVICE
ON A GLOBAL SCALE
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quipu | products & services
Service tailored to your needs
Quipu Processing is a dynamic, innovative service provider with a
commitment to supporting our business partners in every aspect
of their card-based operations both today and in the future. Our
experience in widely varying environments, coupled with our ability
to anticipate market developments, form the solid basis on which
we build productive and rewarding partnerships with our clients.
You can be sure that our guidance is sound, and that our processing
technology is fast, efficient, secure and reliable. Quipu offers a com-
prehensive and highly flexible service package that can be tailored
precisely to your needs.
PRODUCTSAND SERVICESPRODUCTS
Quipu Processing is a dynamic, innovative service provider
with a commitment to supporting our business partners
in every aspect of their card-based operations
both today and in the future.
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PROJECT IMPLEMENTATION
Quipu Processing is the ideal partner for banks and other service
providers that are planning to build a card business from scratch.
We advise you throughout the implementation of the project,
from the initial definition of requirements to your customers
first card transactions on a fully functioning system.
. Project planning
We draw up the project implementation plan in close con-
sultation with you, outlining each step in the process and
defining a realistic schedule.
. Requirements definition
If requested, we provide advice on which card products to offer,
which hardware to install, which connection method is best for
the local environment, etc. All solutions are scalable and flexible.
. Hardware and network setup
We oversee the installation and configuration of all hardware
involved in EFT operations, including network connections.
. Interface management
We develop customised solutions to ensure that EFT operations
are integrated seamlessly into your current banking business,
providing guidance on the design and implementation of
interfaces to your existing systems.
. New product launches
If you already have a card business, we advise you on the
introduction of new products, and manage the full product
certification cycle.
. Licensing and certification
We advise you on all aspects of the product licensing process,
assisting directly in the submission of applications to VISA,
MasterCard, American Express, and any other payment system
you wish to join.
We prepare our products for testing by the paymentsystems and ensure that the entire certification process is
completed smoothly.
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quipu | products & services
CERTIFICATIONS
LICENSED SAFETY
All of our procedures are fully
compliant with the rigorous security
standards imposed in Germany, as well
as the international Payment CardIndustries Data Security Standard, as
required by MasterCard, VISA, Ameri-
can Express and other card systems.
TRANSACTION PROCESSING
Once your card business is up and running, we make sure that
your account-holders can use their cards at any time of day,
every day of the year not only on your terminals but also on
those operated by other banks. Thanks to our expertise, your
customers both private individuals and companies will
be able to order debit cards or credit cards or both. They can
maintain accounts and conduct transactions in a range of dif-
ferent currencies. And our multi-language systems allow them
to interact with your terminals in their preferred language.
. Transaction types supported
Quipu Processing supports a wide range of EFT operations,
including: ATM withdrawals, ATM balance enquiries, ATM mini-
statements, ATM utility payments, ATM scratch code sales, POS
manual cash advances, POS purchases, customer notification of
transactions, etc.
. Authorisation
Our system performs instantaneous authorisation on all types of
card, including both magnetic stripe and chip cards. Each time a
card is used, the system runs authentication checks on the PIN,
validity/expiration date, account balance, CVV2, and LUHN check
digit. The Quipu system also checks to ensure that the requested
transaction does not conflict with any limits. Balance and limit
checks are not currency-specific the system supports multi-
currency transactions and accounts.
. Routing
Not-on-us card transactions are routed to the appropriate
payment systems for authorisation.
. Clearing and settlement
File exchange with the relevant payment systems and associa-
ted transaction processing are carried out on a daily basis.
The transactions are then presented to you for reconciliation.
. Dispute management
We undertake chargeback processing and second present-
ments/representments processing.
. ATM driving
The Quipu host system maintains real-time communication
with the ATM at all times. The system also manages the ATMs
multi-currency, multi-language and screen navigation
functions, and performs terminal key management.
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quipu | products & services
. ATM monitoring
Terminal status control is active on a 24/7/365 basis. The host
system performs terminal monitoring and auto notification.
. POS acquirer processing and monitoring
In connection with POS operations, our system supports
multi-currency and multi-language functionality, and per-
forms terminal key management, transaction monitoring,
merchant reporting and reconciliation.
. Card management
Our system monitors card status throughout the life-cycle of
each card. We process customer applications received from
your bank, issue new card numbers, and forward the relevant
data to the card personalisation department. There the actual
card is embossed before shipping to your bank. Once the card
has been issued to the customer (i.e. activated), you can use
our system to monitor the status of the card on an ongoing
basis, including monitoring for approaching expiration dates.
. Card personalisation
The personalisation department takes care of every step of
the process of applying the individual cardholders data to the
physical cards. This includes PIN generation, PVV/CVV/CVV2
calculation, magnetic stripe and/or chip encoding, and em-
bossing and/or indenting.
. Stoplist processing
We manage the submission of stoplist files to the payment
systems, and process the stoplist files received from them.
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24/7
AVAILABILITY CONSULTING AND TRAININGOur ongoing consulting services include comprehensive
advice on product policies and strategies. Our in-house
experts are always ready to advise on defining and intro-
ducing new products and services.
Training is another integral part of our package. Our experts
provide basic and advanced training to your bank personnel
engaged in operating the card business at all levels. The
courses take place both on site at your bank, and at our own
offices in Frankfurt and around the world. In the initial phase
of a project, we also train your technical staff to operate and
maintain the new systems. And as electronic payment techno-
logy advances, we offer additional courses on the latest deve-
lopments, and product-specific courses on newly launched
products.
SUPPORT
Our help desk is always there to offer you technical support
on any matter related to card-based operations. If any urgent
problems arise, you can contact our hotline around the clock.
Quipus support unit can also provide reports to meet your
specific needs.
. Purchasing support
We provide detailed technical specifications of devices and
card types which your bank should purchase, based on your
specific requirements.
. Reports
We provide a standard set of reports on transactions, network
activity, cards, etc. On request, we also develop customised
reports on any aspect of the card business.
. Statistics
On request, we can provide statistics based on source data.
FRAUD DETECTION
To protect you against all attempts at fraud, our servers
automatically detect suspicious transactions and immediately
send you an alert.
. Fraud monitoring and alerting
Our fraud detection system is in full compliance with interna-
tional standards. When a suspicious transaction is detected,
the system automatically sends the bank immediate notification.
. Systems and security - See page 15 for detailed information
on our systems and security standards.
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. Network
Quipu Processings networking infrastructure is engineered on
the basis of Cisco technology, which is among the highest quality
hardware available in the market today. All critical layer 2 and 3
networking devices are physically duplicated in our data centre to
ensure redundancy.
. Software
As our core software we have chosen a multilayer application
especially designed for the Microsoft Clustering environment. This
ensures maximum availability by uncoupling the application from
direct connection to the operating system.
. Database
In this area too, Quipu Processing follows its rule of using only
high quality products offered by well-known suppliers. That is why
we have opted for Oracle, which has proven to be one of best DB
products in the market for medium-to-large enterprises.
SYSTEMSAND SECURITY
15
BROAD MONITORING
quipu | systems & security
Our IT infrastructure is designed to ensure continuousavailability, maximum flexibility and watertight security.
AVAILABILITY
Cardholders are entitled to expect instant access to their
money at any time, every day. To ensure this level of avai-
lability, we have built our network infrastructure and server
platforms exclusively with hardware supplied by vendors
with a proven reputation for reliability.
Our transaction processing software also leads the market
in combining speed with stability. And our 24/7 monito-
ring system is designed to detect and eliminate errors long
before our customers experience any drop in performance.
. Servers
Our server farm natively consists of high quality Hewlett
Packard servers. Our Online Authorisation System runs
primarily on three HP BL20p server nodes in a Microsoft
Clustering environment. This enables us to perform mainte-
nance tasks on one node at a time, which means maximum
availability for our customers.
We attach the highest priority to protecting our
customers data. All of our offices and data centres
are monitored by cameras 24/7, and independent
inspectors audit our physical security and data
security arrangements on an annual basis.
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. Data Security
All customer information stored in our servers as files or in data-
bases is kept in encrypted format. Employee access to such data is
kept to a minimum, on a need-to-know basis. Log servers conti-
nuously monitor every attempt to gain access, whether successful or
unsuccessful.
quipu | systems & security
FLEXIBILITY
Our clients can choose from among several methods for
connecting to Quipu Processings networks, allowing you
to apply the technology that is best suited to your local
communications environment. And the flexible softwarearchitecture allows us to respond quickly to your requests for
modifications to accommodate any new card-based products
you may wish to introduce.
. Servers
Our Blade server farm enables us to maximise scalability at a
manageable TCO. In this environment we can respond quickly
to performance demands.
. Network
Knowing that our customers might have widely differing
connection requirements, we offer a broad selection of
connection technologies, ranging from secure Internet VPN
to our own autonomous system, from Global Frame Relay to
GPRS Host connectivity. Our systems are permanently ableto handle a very high volume of simultaneous global traffic,
and capacity levels are kept under constant review to ensure
that our systems will never become overloaded.
. Software
The modular structure of the software which runs our
systems makes it easy to adapt to new products and new
features of existing products.
SECURITY
We know that security is a primary concern for both banks
and cardholders, and at Quipu Processing we attach the
highest priority to protecting our customers data. All of our
procedures are fully compliant with the rigorous securitystandards imposed in Germany, as well as the international
Payment Card Industries Data Security Standard, as required
by MasterCard, VISA, American Express and other card
systems.
And to ensure that we remain in compliance, our operations
are subjected to an annual audit: independent inspectors
scrutinise the physical security arrangements in our buil-
dings, designed to prevent any kind of unauthorised access.
They also verify the logical security of our data handling
systems, including encryption, PIN safety and other access
control features. Another key aspect of our security package
is a highly efficient automated fraud detection system.
. Physical SecuritySecurity at Quipu Processing starts at the very front door
of our premises: stringent entry control procedures are in
force, and all of our offices and data centres are monitored
by cameras 24/7. Dual control rules are strictly enforced,
ensuring that no individual staff member has physical
access to customer-related data unless another authorised
person is also present. And every single new employee is
thoroughly screened before assuming his/her duties.
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. Fraud Monitoring
Our certified fraud monitoring solution is directly hooked
up to our online system, enabling it to detect suspicious ac-
tivities almost in real time. Our client banks also have direct
access to this software via their own GUI, enabling them to
take immediate action in the event of suspected fraud.
The dual control principle is applied rigorously throughout our operations.
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Today Kosovo can justifiably claim to be one of the best covered
markets for debit and credits cards in Southeastern Europe there
is at least one banking card in almost every household, and people
have come to rely on the services that card ownership offers.
Challenging environment
This is all the more remarkable when one remembers that as
recently as the year 2000 the banking sector was in a state of
total collapse. The military conflict had destroyed much of the
existing infrastructure eventually bringing financial operations
to a complete standstill.
In this context, ProCredit Bank , to this day one of Quipus largest
clients, opened its doors in the winter of 2000, and for almost two
years it was the only bank to operate in post-conflict Kosovo. Apioneering venture in itself, the bank soon faced an overwhelming
response from the general public.
Need for automated services
The long queues in its offices were a stark reminder of the urgent
need for streamlining. In particular, the bank rapidly had to find
a way to automate its cash handling and cash-related customer
BEST PRACTICE
services. Quipus technology played a crucial role in this
process, and was soon to become the backbone of Kosovos
ATM operations and cashless payments . The project to
implement banking cards in ProCredit Bank Kosovo was
initiated in summer 2001, and by the winter of that year
the first ATMs were already on-line.
Flexible and creative solutions
The difficult post-conflict environment, characterised by a
lack of technological infrastructure, IT services and internet
providers not to mention t he breakdown of public order
required a high degree of flexibility and creativity on the
part of all the parties involved. Quipus project managers
and technicians, who are today in charge of setting up pro-
cessing services all over the world, led this ground-breakingproject from conception to successful implementation. It is
thanks to their expertise and dedication that the banks card
business continues to thrive today.
Adding new products and services
Since 2000, more than 300,000 cards have been persona-
lised by Quipu and distributed to clients of ProCredit Bank.
quipu | references
ProCredit Bank Kosovo has been able to sustain its leading role
in the local banking sector, due in large part to its ability to keep
adding new banking card products and services to its range. Now
this includes POS transactions, international debit and credit cards,
payments via ATM, and payback schemes.
Quipu too has continuously broadened its range of services and
upgraded its technological infrastructure. Its highly efficient
help desk has always provided invaluable support, and the close
cooperation between Quipus advisers and the banks manage-
ment has been crucial in enabling ProCredit Bank to run its
exemplary banking card operations in Kosovo.
18 19
HELPING HANDSFOR BUSINESS
SETTING UP CARD PROCESSING IN KOSOVO
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The performance of the technology supplied by Quipu Processing has been absolutely remarkable, especially
considering that it was set up in the immediate aftermath of a war that had destroyed Kosovos communications
infrastructure. In the past five years, we have never experienced any downtime problems. Quipu also assisted us in
introducing chip technology to Kosovo in record time.
- Ilir Aliu, Deputy CEO, ProCredit Bank Kosovo
To meet our customers growing demand for cashless payments, we needed to introduce card services
but we werent sure how to approach this task. Thanks to the sound advice we received from Quipu Processings
consultants, who walked us through every step of the project, we were able to launch our card business much
more quickly than we had expected.
- Solange Arely Lainez, Head of Retail, Banco ProCredit El Salvador
Within the space of only four months, Quipu Processing provided us with everything we needed to offer our
customers a full range of card services. They helped us to install the countrys very first ATM, which is already
proving invaluable in relieving the pressure on our overcrowded cashiers booths.
- Louis-Odilon Alaguillaume, Deputy General Manager, ProCredit Bank Congo
In Georgias dynamically developing card market, we knew that our bank would need to be innovative in order
to succeed. Thanks to Quipu Processing, we were not only able to keep pace, but can reasonably claim to be the
market leader in terms of our technology and the range of card products we now offer.
- George Margania, Head of Card Department, ProCredit Bank Georgia
quipu | references
CUSTOMER COMMENTSGLOBALCONNECTIONS
Quipus experts have enabled banks in widely
varying environments to launch successful card
operations. Our main customers to date are thebanks belonging to the ProCredit group, who
especially appreciate our flexibility, creativity and
efficiency.
i | t ti |
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quipu | managementteam
SUPPORT AT APERSONAL LEVEL
quipu | management team
Mark-Oliver HorstChief Technical Ofcer
Gleb StolyarovRisk Manager
Ejup BiqkajChief Operations Officer
Ralf Niepel.Managing Director
Tel.: +49 69 / 50 69 90-214
Fax: +49 69 / 50 69 90-220
eMail: [email protected]
Tel.: +49 69 / 50 69 90-237
Fax: +49 69 / 50 69 90-220
eMail: [email protected]
Tel.: +49 69 / 50 69 90-215
Fax: +49 69 / 50 69 90-220
eMail: [email protected]
Tel.: +49 69 / 50 69 90-212
Fax: +49 69 / 50 69 90-220
eMail: [email protected]
Gnana Vali ValeCustomer Service Manager
Tel.: +49 69 / 50 69 90-228
Fax: +49 69 / 50 69 90-220
eMail: [email protected]
All Quipu employees receive comprehensive training in our
regional offices and training centres, and remain in constant
contact with their colleagues all over the world.
HIGHLY MOTIVATED
quipu | contact
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If you are interested in our services and products and/or want to
know more about Quipu, do not hesitate to contact us:
CONTACT US
Quipu Processing
Am Eisernen Schlag 3160431 Frankfurt am Main
Germany
Tel. +49-69-50 69 90 0
www.quipu-processing.com
quipu | contact
MORE INFORMATION
25
Processing
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2007 Quipu GmbH, Frankfurt
Am Eisernen Schlag 31, 60431 Frankfurt, Germanywww.quipu-processing.com, [email protected]
PUBLISHED BY
Concept and production
Eva Thelen, Marcel Sekula, Reinold Nvermann and Huy Pham
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www.quipu-processing.com