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VOICE BIOMETRICS IN GOVERNMENT

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VOICE BIOMETRICS IN GOVERNMENT

Brian Redpath Public Sector Director Nuance Communications

Digital transformation is high on the agenda for public services. Led by the Government Digital Service, they have gradually been making changes to support the initiative such as providing online council tax services, digital voting and hospital appointment updates by text message. And, citizens are hungry for this change. Nearly 40 percent of people want the UK to speed up digital progress and 54 percent would like to see the Government do more in this area.

What is missing is a simple and effective way to identify and authenticate citizens so they can access public services across multiple channels. If we look at other sectors like finance, Barclays Bank is using voice biometrics technology to achieve this. It not only provides quicker, improved services to customers but also helps the bank combat fraud and save costs.

Why Voice Biometrics?

Voice biometrics has many benefits ranging from improving productivity and customer experience right through to tightening security and combating fraud within organisations. With this technology, agents can authenticate citizens calling in to a help line far quicker than other identification services. Identity can be verified during the course of natural speech or conversation and confirmed in seconds, rather than having to answer numerous security questions or remember various passwords, which can be very frustrating for customers. This means frontline staff can spend less time verifying the identity of an individual and more time helping answer their questions, which provides a better customer experience. For the department involved, this dramatically reduces the ‘cost to serve’ per interaction and delivers significant efficiency and productivity gains.

What’s more, accurate and speedy authentication is absolutely critical, as the threat of fraud intensifies. Just recently, 100,000 US taxpayers’ personal details were lost when this data was illegally accessed by cyber criminals. This kind of information is often gained by old-fashioned social engineering, where confident tricksters convince people to share information needed to access or amend an account.  This is where voice authentication can really help as a preventative measure. Even if fraudsters have all the information they need, they will be stopped instantly as soon as they call in to the call centre. Everyone has a unique voiceprint, which is impossible to forge. This means a caller’s details can be matched to a high degree of accuracy and known fraudsters identified as soon as they speak to an agent.

Despite these benefits of voice biometrics being deployed extensively in the private sector, a recent Parliamentary report criticized the Government for failing to have a strategy around biometrics. The administration has promised a response before the end of 2016. To help the Government frame its response, we have outlined some key suggestions and considerations below that can be adopted as part of its wider strategy.

  1. Millions of people choose to contact Government departments such as HM Revenue & Customs, the Department of Work & Pensions and agencies such as the Student Loans Company by phone – either landline or mobile.  Despite rapid advances in website functionality, phone is often more convenient; it is easier to discuss complex questions over the phone and for many groups in society, particularly older people; the phone is still a preferred option.  The Government should try to broaden its definition of digital to encompass not just website browsers but also mobiles, apps, landlines and social channels.
  1. Voice biometrics should form part of the forthcoming national biometrics strategy, as it can work across web, mobile, phone and even in person.  Officials involved in developing the biometrics strategy from the Home Office and Government Office for Science can learn from private sector organisations in banking, insurance, telecoms and other countries such as the Australian government that are already applying voice biometrics to speed up customer identification and service.
  1. The strategy development should be carried out in an open and transparent way involving engagement with external parties and experts in this area – otherwise it could cause unnecessary concerns among citizens that are unsure of how their biometric data is stored and used, for example.  The Australian Tax Office took a very forward-thinking, inclusive approach with its implementation of voice biometrics, engaging with privacy and civil liberties groups from the outset to ensure the system worked for citizens as much as for policy makers.
  1. The Information Commissioner’s Office should set out clear guidelines on the use of voice biometrics. Given it can be used by public sector organisations within the current Data Protection Act framework just like any other form of personal information collected; it won’t throw up all kinds of new compliance issues. But, this needs communicated. Educating and generating awareness among citizens and public sector organisations will be critical, explaining that voice biometrics data will be used safely and responsibly.
  1. Voice biometrics shouldn’t be the only area of focus. The Government Digital Service should look at all other available technology, as part of its 9 Identity Assurance Principles and broaden out the Verify programme to take account of this.

What can we learn from Australia?

If we look overseas, the Australian Tax Office (ATO) is an example of a leading public sector organisation that has already embraced voice biometric technology. As an organisation tasked with having to handle large volumes of citizen enquiries of varying complexity as efficiently and securely as possible, it decided to reduce handling time for each enquiry with voice biometrics. Essentially, it allows the ATO to relieve customers of prolonged and intrusive questioning to confirm that they are who they claim to be, whilst helping to prevent and detect identity theft in the call centre, which is rising. The UK public sector can definitely learn from this.

By embracing voice biometrics as part of its wider digital strategy and with support from the Government, public services will not only enhance the citizen experience but enhance efficiency, save money and polish tarnished reputations by mitigating fraud. As our recommendations suggest, the entire process needs to be carefully planned and one that involves input and advice from relevant third parties. But, action should be taken now to drive change to meet today’s demands and those of the future.

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Using payments to streamline everyday transport

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Using payments to streamline everyday transport 1

By Venceslas Cartier, Global Head of Transportation & Smart Mobility at Ingenico Enterprise Retail

Once upon a time the only way to get from A to B on public transport was with cash – and likely a pre-paid ticket bought from a physical office. Nowadays, thanks to technological developments, options range from contactless and mobile payments, to in-app tickets and more. As payment methods advance, consumers and merchants are naturally moving towards Mobility as a Service (MaaS) systems, integrating various forms of transport services into a single mobility service, accessible on demand.

This move towards MaaS does not only streamline the consumer experience, it has other positive impacts too. Incentivising public transport use reduces environmental pollution, improves mental wellbeing by reducing travel-related stress, and aids productivity by freeing up time otherwise spent driving. With this in mind, let’s take a look at the current trends affecting the transport sector, as well as how payments can optimise transportation for both operators and consumers alike.

Optimising transport with payments

The payment process is integral to any service. A payment service provider (PSP) can provide a range of key benefits to operators by proving a gateway to the transportation open payment ecosystem, and ensuring they meet objectives in 3 key areas.

  1. Environmentally, by reducing the use of personal cars and alleviating pollution and congestion.
  2. Societally, making urban mobility more inclusive in terms of improving access to all areas and for all socioeconomic classes.
  3. Economically, by optimising investment in eco-structure and fostering financial transactions, therefore improving the wealth of the city.

Payments professionals’ expertise and technological solutions can make payments easy again for transport operators. They can provide a range of options so that the customer can choose which one is right for them, leveraging the capabilities of the mobility services’ infrastructure (contactless, mobile wallets, P2P, closed-loop, QR code, and blockchain).

Furthermore, they can help promote inclusion and sustainable urban development. For example, methods such as prepaid virtual cards, or mobility accounts linked to a prepaid account can reduce the risks of excluding the unbanked. The environmental impact per kilometre can also be reduced, along with the use of vehicles with lower emissions per person per kilometre.

Finally, PSPs can put merchants’ minds at ease, providing payment liability, allowing aggregation of all due amounts from all mobility service providers, and collecting payments in one single transaction from users while dispatching revenue between mobility service providers.

Managing coronavirus

Venceslas Cartier

Venceslas Cartier

COVID-19’s disruption to the travel industry cannot be overlooked. In fact, research suggests that public transit ridership is down 70% across the globe since the onset of the virus, longer distance travel has seen reductions of up to 90%, and payment by cash has seen a 60% drop.

Being realistic, these behavioural shifts are unlikely to revert anytime soon, so it’s important for merchants to keep this in mind when thinking about payment methods. More than 70% of consumers and travellers say they are likely to avoid the use of cash over the next six months. As a result, more than 40 countries have already raised their contactless payment threshold, further helping consumers to avoid contact with frequently touched pin pads.

However, the pandemic has only accelerated the way things were heading already and highlighted the benefits. Within the context of the pandemic, transportation needs to reinvent itself and adapt its processes to suit the shift in commuter habits that we’ve already seen and will continue to see in the future.

Other trends to keep an eye on

Contactless has been steadily growing on the transport scene, as have mobile payments and in-app purchases. In fact, the recent move to mobile and online ticketing is the most promising method so far, having seen significant growth in the last few years and having been accelerated by COVID-19 as discussed above. Once consumers move to these easy, convenient, and seamless methods, it’s rare that they revert – so it’s a good idea for operators to think how they can cater to these preferences.

Speed and convenience are a must for busy travellers – but not at the expense of data security. Finding the right payments partner is therefore crucial so operators can safeguard their customers’ personal data, while also keeping on top of other security regulations/features such as P2P encryption, PCI certification, and tokenisation.

Next steps for operators

Public transport is essential for many peoples’ everyday lives – COVID-19 or no COVID-19. As such, mobility service providers can make a great difference to their service and operations by implementing the right solutions.

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Grey skies ahead – Malta prepares for a gloomy 2021 if they can’t tackle financial crime

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Grey skies ahead – Malta prepares for a gloomy 2021 if they can’t tackle financial crime 2

By Dhanum Nursigadoo, ComplyAdvantage

With the summer drawing to a close, many countries who rely significantly on warm weather tourism will be assessing the impact of Covid-19. Being a small island in the middle of the Mediterranean you would expect Malta to be taking a significant economical hit – just like we are seeing in other popular European holiday destinations – but this doesn’t take into account the strength of the Maltese economy.

Emerging from the eurozone crisis with one of the most dynamic economies strategically positioned between three continents, Malta has had one of the lowest unemployment rates in the EU and has recently seen its GDP growth expand year-on-year.  But perhaps the most important aspect of the Maltese economy has been its attraction for foreign businesses with only a 5% tax on profits. It is no secret that Malta is a tax haven, probably one of the most effective tax havens in the world.

But you can’t pick and choose who takes shelter, and it’s no secret that money launderers have been taking advantage of the regulatory landscape in this archipelago.

The conditions of a tax haven suit criminal enterprises, who can take advantage of the opaque environment and blend their illegal activities with the same operations enjoyed by high net worth individuals and corporations who are looking to reduce their tax bill. And last year Malta’s keenness for secrecy and avoidance resulted in a damning report by Moneyval – the Council of Europe’s Anti-Money Laundering/Combating the Financing of Terrorism (AML/CFT) body – which found that while the nation had made some efforts to curb money laundering there was still much to be desired in order to bring the tax haven up to standard. Overall, they were of the opinion that Malta viewed combating money laundering as a non-priority and this resulted in branding Malta with low to partial ratings for 30 out of the 40 Financial Action Task Force (FATF) recommendations.

The findings of the report were stated to have the potential to “create within the wider public the perception that there may exist a culture of inactivity or impunity”. This follows on from a series of international high-profile stories regarding Malta and financial crime. Most shocking was the murder of journalist Daphne Caruana Galizia – who investigated corruption and money laundering in her native country – and was killed by a car-bomb three years ago leading to international outrage and condemnation.

Now Malta is in a race against time to turn their reputation around or they will suffer genuine consequences. The FATF have threatened to place Malta on a “greylist” of high-risk jurisdictions unless they have shown a genuine commitment to combatting financial crime and implemented the recommendations of the Moneyval report. If they fail, this would make Malta the first EU country to make the list and join others such as Panama, Syria and Zimbabwe.

The pandemic has actually given Malta more time to meet these obligations, and it has been widely reported that an initial summer deadline has now been moved to October due to the widespread disruption.

As we head into the autumn, there are signs that Malta has begun to take action. The Malta Financial Services Authority (MFSA) has created and established an empowered AML now headed up by Anthony Eddington, formerly of the UK’s Financial Conduct Authority and who has previous experience of tackling anti-financial crime at Deutsche Bank. This team has already begun working closely with international experts, specifically partners in the US through the US embassy in Malta and the United States Commodities Futures Trading Commission (CFTC). In May this collaboration led to 25 new cases focused on money laundering in particular, and with plans to increase standard inspections and on-site investigations into businesses in Malta, it appears there is a change to the country’s priorities.

Importantly, the report highlighted a problem for countries that choose to become tax havens. In some cases it was not that the Maltese authorities deliberately turned a blind-eye, but simply that they did not have the necessary knowledge to effectively tackle financial crime in the first place. Law enforcement appeared unable to even recognise when crime was occurring.

But this blurring of financial compliance will not help businesses if Malta does indeed become “greylisted” this year. While not as devastating as being blacklisted (the two occupants of this list are Iran and North Korea) there are significant detrimental effects to being put on the FATF greylist. Although this signals that the country is committed to developing AML/CFT plans (unlike the blacklist) it still sends out a warning signal to the world that this is a high-risk area, with the country in question subject to increased monitoring and potential sanctions from the IMF and the World Bank. Make no mistake, being put on the greylist will be catastrophic for Malta’s economy.

It remains to be seen how the work to avoid such a calamity will affect Malta’s tax haven status. Perhaps with an increased fight against financial crime there will be less ability to defend one of Europe’s most competitive tax regimes. But if Malta does not show they are genuinely committed to tackling this problem, then the pandemic disruption to the island’s tourism may be minor in comparison to the grey clouds that now approach their shores.

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How will the UK prepare a supply chain for the distribution of the Covid-19 vaccines?

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How will the UK prepare a supply chain for the distribution of the Covid-19 vaccines? 3

By Don Marshall, Marketing role at Exporta.

The challenge of mobilising a supply chain for the introduction of a global and nationwide vaccine will be enormously complex. The process will be costly, and it’s likely the figures will stretch to the hundreds of millions for both the production of the vaccine itself and its distribution across the UK. We must prepare and plan a supply chain strategy to ensure it reaches those most in need in a timely and safe manner.

The task of immunising a whole population is something that has never been planned or likely imagined by anyone within a standard supply chain. A supply chain that goes directly from the manufacturer to the end consumer, or user/ patient in this case, is complex and goes beyond the scope of any single logistics company. It would have to be conceived and delivered via a large joint effort and collaboration between multiple organisations. Effectively distributing the vaccine will depend on the source of manufacture, its storage requirements, and protection of the vaccines from manufacture through to patient administration.

The majority of vaccines require storage within a specific temperature range and need to be handled safely and in hygienic conditions. Depending on where the vaccines are manufactured, the transport legs will vary; if they are coming from overseas, air freight will increase cost and complexity. In addition to supplying the vaccine, syringes, needles and containers also need to be taken into account when preparing the supply chain.

Securing the specific types of boxes or containers i.e. the lidded containers normally used for transporting pharmaceutical products will mean acquiring them from all available stockists and manufacturers. Delivery vehicles would then need to be considered, with temperature-control factored in. The medical supply chain can inform their approach to distribution by assessing data from previous supply chains, and how large quantities of vaccines have been sent out in the past. Collating successful vaccine delivery examples from other parts of the world would be advantageous here, the more we can do to prepare for a logistical challenge of this magnitude, the better.

The distribution of this COVID vaccine will be unique in its scale and for that reason, additional supply chains will need to be mobilised. Apart from medical supply chains, those best suited for this type of transportation are the fresh/frozen food industries and supermarkets. I would mobilise these businesses to assist with the vaccine’s distribution wherever possible and use their car parks and facilities for the temporary medical centres needed to administer the vaccine to the public.

Using the food industry and supermarket networks would leave the current pharmaceutical supply chains intact for health services, pharmacies and the NHS. It would protect those vital services and continue to serve communities across the UK. Inevitably, it would place a short term strain on food supply chains, but these are supply chains that are well-equipped and versed in coping with excess demand i.e. the spike endured from the brief spell of public panic buying at the start of the crisis. With adequate resourcing and planning, I believe the UK supply chain can and will handle this challenge.

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