Kinyarwanda
Oshiwambo
Tagalog
Punjabi
Ensuring trust in public systems
A reusable DPI architecture for grievance redress, fund recovery and instant payment systems. Apply for the open licence available to low- and middle-income countries.
Three components, one capability
The Trust Layer spans grievance redress management, fund tracing and recovery, and the instant payment system itself — incomplete without all three.
Complaint intake, case creation, routing to responsible institutions and follow-up.
Escalation to external tracing systems, collaborative track and trace of illicit funds, and recovery-status events.
The scheme’s own APIs — grievance case enrichment and interoperability with fund track and trace.
Discover the design thinking behind the trust layer
Six instruments for stakeholder coordination, sustainability planning and instant payment integrations.
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What is open, and what is not
- Redress case data model.
- Complaint taxonomy as a controlled vocabulary.
- Case lifecycle state machine — permitted states, transitions and transition conditions.
- Escalation-to-tracing API contract, and recovery-status event contract.
- IPS binding profiles — transaction reference formats, participant identification, timing.
- Transaction and participant data structures required for case handling and tracing.
- Conformance criteria.
- Trust Layer reference architecture, and the redress, recovery and IPS integration model.
- Complaint and case taxonomy guidance.
- Reference workflow definitions and templates, published as non-normative.
- Institutional and jurisdiction routing guidance, and reference operating procedures.
- Regulatory and implementation blueprint, plus country adaptation guidance.
- Training methodology: data collection and preparation only.
- Reference integration and deployment guidance for on-premise or self-hosted implementations.
No fee for eligible IIPS and DPI
The Proto platform and FNA National Fraud Portal are available at no licence fee to qualified IIPS and DPI implementations for an initial 48-month term — delivered as signed binaries and containers for on-premise or private cloud deployment.
Initial grant term
48 months
Following this term, continued production use of the proprietary Proto platform is governed by an agreed commercial, shared-service or other sustainable arrangement for that implementation.
is sponsored, mandated or overseen by a central bank, public financial authority, statutory IPS operator or qualifying development institution;
supports interoperable, low-cost and broadly accessible instant payments;
has an explicit financial-inclusion, consumer-protection or public-interest mandate;
serves low-income, underserved or financially excluded users;
is identified in writing by country, payment system, implementing entities and start date.
Post-grant sustainability
The Trust Layer’s long-term operation uses two models to ensure the cost of trust is never passed onto protected and low-income consumers.
- One enterprise licence, split across participating agencies
- No separate consumer-facing charges
- Shared standards and interoperability preserved
- First-, second- and subsequent responsibility allocated by rule
- Protection-pool funding covers redress and recovery costs
- Vulnerable consumers never bear the cost
Compare the combined offer
| Feature | Trust Layer | Proprietary |
|---|---|---|
| Proto — AI Agents | ||
| Send message, file, carousel, survey | ||
| Collect feedback (CSAT) | ||
| Create ticket | Requires email config | |
| Jump, branch, set variable | ||
| Send API request | ||
| Auto team match |  | |
| AI-agent, human and external handoff | | |
| Auto-fill field | | |
| Generic LLM processing action | | |
| SQL query | | |
| Knowledge base — file and document training | ||
| Knowledge base — URL and website training | | |
| Master prompt, content filtering | ||
| Open-source ASR / TTS | Optional, self-hosted | |
| Proto tailored voice models | | |
| Proto low-resource-language models | | |
| Proto hosted model inference | | |
| Proto — Channels | ||
| Webchat | ||
| WhatsApp, Telegram, email, Messenger, LINE | User credentials | |
| SMS | | |
| Proto — Inbox and repositories | ||
| Find and view conversations, message editor, reply | ||
| Transfers and takeovers | ||
| Tickets repository | ||
| People / basic CRM | ||
| AI summary, live translation, sentiment | | |
| Mediation co-pilot / Platform Advisor | | |
| Proto — Analytics | ||
| Basic ticket reporting | ||
| Interactions, chats, CSAT and workforce analytics | | |
| AI insights and social perception | | |
| Custom analytics | | |
| Proto — Administration | ||
| Users, teams, roles and permissions | ||
| Taxonomy, tags and custom fields | ||
| SSO | ||
| Whitelabelling | | |
| Database connections | | |
| FNA — Money Trails | ||
| Collaborative track and trace of illicit funds | | |
| Recovery actions | | |
| Case portal and case management | | |
| FNA — National Fraud Portal | ||
| Module hosting and contract | ||
| Common data layer and exchange | ||
| NFP as a hosted service | | |
| Proto — API and hosting | ||
| Unlimited third-party modules | ||
| Workflow and interoperability specifications | Openly licensed | |
| Platform / Developer API | Limited | |
| On-premise / self-host | Qualifying IIPS | |
| Managed hosting and SLA | | |
Identify your implementation
Tell us the country, the payment system and the implementing entities. We will confirm eligibility and a start date.