We are committed to ensuring continuous service delivery and availability, promptly addressing customer inquiries and support requests, continuously improving our services through feedback analysis and performance monitoring.

We will safeguard sensitive financial data through robust security measures, adhere to Service Level Agreements (SLAs), and collaborate with stakeholders to foster effective service delivery and compliance with relevant regulatory bodies and industry standards.

Overall, the policy aims to uphold MoMo PSB’s reliability, reputation, and customer satisfaction in the mobile payment industry.

• ITSM processes shall be consistent across MoMo PSB.
• Policies and procedures shall be developed to support ITSM processes.
• ITSM processes shall be monitored to ensure effectiveness and
  compliance with the respective policies and procedures.
• Service Management solutions, whether purchased or developed
  internally, shall be highly structured, modular, modernized, and
  automated.

MoMo PSB BCMS POLICY STATEMENT

A single policy of Business Continuity Management System (BCMS) will be maintained to ensure that all plans are consistent to ensure the safety of staff and Bank’s property. It is, therefore, MoMoPSB’s policy to ensure:

1. MOMO PSB’s Business Continuity Management System will be designed to
   minimize or address significant business disruptions affecting its
   critical business operations conducted in all its local, regional and
   nation-wide locations, offices, sites and business channels.
2. MOMO PSB’s Business Continuity planning will ensure the continuous and
   reliable delivery of critical products and services to customers and
   that increased demand for products and services during emergencies are
   met while maintaining regulatory compliance.
3. MOMO PSB’s Business Continuity planning will be steered to ensure
   customer confidence, the Bank’s brand reputation and compliance with
   the Nigerian Code of Corporate Governance guidance on business
   continuity and resilience management.
4. MOMO PSB’s Business Continuity and Resilience management system will
   be aligned with ISO22301 BCM standards as well as other relevant
   standards and frameworks such as the BCI Good Practice Guidelines.
5. MOMO PSB must ensure that Business Continuity Management is embedded
   in the Bank by ascertaining that the right level of awareness is
   maintained organisation-wide and adequate capacity is built to ensure
   that business continuity remains relevant and meets the requirements
   of the business. All staff must be made aware of the Business
   Continuity Plan and their respective roles. All employees of MoMoPSB
   shall have the responsibility of reporting incidents.
6. The Business Continuity Plan must be periodically updated and tested
   to ensure that it can be implemented in emergency situations while
   management and staff should understand how it is to be executed.
7. The Business Continuity Plan is to be kept up to date to take into
   account changing business requirements and circumstances. It is to aid
   the understanding of the risks that MOMO PSB is exposed to, the
   likelihood of their occurrence and their impact.
8. Emergency procedures, which describe the actions to be taken following
   an incident, which jeopardizes business operations and/or human life.
   This should include arrangements for public relations management and
   for effective communication liaison with appropriate public
   authorities, e.g. police, fire service and local government.
9. Fall-back procedures, which describe the actions to be taken to move
   essential business activities or support services to alternative
   temporary locations, and to bring business processes back into
   operation in the required timescales.