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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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Seven lessons from 2020

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Seven lessons from 2020 1

Rebeca Ehrnrooth, Equilibrium Capital and CEMS Alumni Association President

 

Attending a New Year’s luncheon on 31 December 2019, we played a game that involved predicting the world in 2020. Some of the questions included: would Uber become profitable? Would the three-decade bond rally finally come to an end? Would the US hit a recession?

Unlike any of our predictions based on a traditional approach to business and predicting, we now know that 2020 became the year where business, professional and personal plans were turned upside down, reshaped and put-on hold. The proverbial black swan had arrived.

As revealed in a new CEMS Guide to Leadership in a Post-COVID-19 World, to which I contributed, the COVID-19 pandemic has exposed deficiencies in the 20th Century vision of leadership, giving a rare opportunity to question the status quo.

So, what are the main lessons from 2020?

  1. Humans are enormously adaptive.  This is not an extinction scenario. The world is getting used to dealing with global human disaster which may become a recurring event. Life continues guided by new parameters.

  1. No sector or country is immune to rapid change. Just as the leveraged finance and equity markets ground to a halt during the Global Financial Crisis, we have seen a disruption in the financial markets (including M&A) in 2020, including a significant redistribution of wealth between sectors; think tech vs airlines and the hospitality industry. When a market is disrupted it has secondary and tertiary effects such as less work for accountants, lawyers, financiers etc.

 

  1. Location is not as important anymore. The belief that finance staff need to be based in one of the financial capitals to be effective has been forever altered. Pursuing a career in finance from anywhere is becoming possible. However, it’s likely that over time, financial controls and human interaction will move the work model back towards the traditional office approach, as work is a critical sanctuary for people. While working from home may allow more time for family, chores and sports, it is mainly effective for people who already have their internal and external networks. For junior employees it presents a notable challenge as they may be forced to spend their formative years without a chance to really build their networks.

 

  1. Change is likely to be lasting. The opportunity for alternative finance and tech focused providers is enormous and 2020 will accelerate this shift. For example, many retail banks are providing rather poor customer service, blaming the pandemic. Even the most loyal customers will be heading elsewhere. For recent graduates and current students this is a major shift; future winners and key employers may not be names we are used to seeing in the headlines.

 

  1. There will be a spotlight on leaders with visionary strategy and understanding of the operations. 2020 showed many politicians and business leaders behaving like they were playing a game of snakes and ladders, rather than executing a thought-out strategy. The next wave of thoughtful leadership is urgently required.

 

  1. Collaboration leads to success. The definition of a pandemic is an infectious disease prevalent worldwide. A global problem requires a collaborative solution rather than each country and industry on their own. Quoting Steven Riley, professor of infectious disease dynamics at Imperial College London: “Once you have the knowledge and you share the knowledge, then you are able to take measures to push transmission much lower”. This principle is transferable to management education. In a world more complex than ever, investing in a degree is hard currency. Combined with the full global alumni network, corporate partners and schools, CEMS is capital that doesn’t depreciate.

  1. Resilience has become a watch word. Saint-Exupéry’s quote resonates with me: “If you want to build a ship, don’t drum up people to collect wood and don’t assign them tasks and work, but rather teach them to long for the endless immensity of the sea.” We are in a new paradigm – so prepare for the next change. For COVID-19, while we hope that the vaccine will soon upon us, the broader long-term positive challenge remains.
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Data after Brexit: How does the end of the transition affect GDPR?

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UK's Post Brexit productivity puzzle

By John Flynn, Principal Security Consultant at Conosco

The UK has officially left the European Union now that the transition period has ended on January 1st 2021. But this could raise issues with one of the biggest bugbears for many companies – the international transfer of personal data.

Businesses can relax, somewhat – GDPR, which took businesses months to get their heads around, is not being replaced. It will continue as the UK GDPR 2018, and will still be based on the criteria of the Data Protection Act of 2018. However, the UK will retain the right to change the UK GDPR as it sees fit in the future.

The main changes apply to those who receive data coming into the UK from Europe. Transfers from the UK to other countries can continue under existing arrangements.

We know it can be difficult to cut through the legal jargon, so we have simplified what you need to know to protect yourself and your data:

1 – Update your privacy notice

Most businesses do not have the correct clauses in place ahead of January 1st, potentially exposing their liability, should something happen to their data. All company privacy notices online will need to be updated to specifically state ‘UK GDPR’, as opposed to ‘EU GDPR’. You will also need standard contractual clauses in place, which cover both parties – those transferring and those receiving the data.

 The Information Commissioner’s Office (ICO) has a list of what needs to be included in the standard contractual clause here. The ICO will remain the UK regulator for data protection, regularly liaising with each EU member state.

This also applies to Multi Corporate Groups who operate in multiple countries, who need to update their documentation and privacy notice to expressly cover the data transfers.  The UK has applied for an adequacy assessment, which would negate the need for contractual clauses, however this has not yet been approved by the EU.

2 – Data privacy assessments

Any company which runs applications and software should always perform a Data Privacy Impact Assessment. This was also in the guidelines before, but these assessments are now more important for those who outsource their IT operations internationally.

For example, when using a service such as a cloud-based system, the company must be sure that its service provider adheres to UK GDPR and stores the data within the European Economic Area (EEA), or has a binding corporate agreement with the company, where data is stored outside of the EEA. You should also, as mentioned above, make sure that a contractual clause is in place.

3 – Review local legislation

Contracts should now have contractual clauses that specify the responsibilities of the data controller and the data processor. If you are receiving personal data from a country territory or sector covered by a European Commission adequacy decision, the sender of the data will need to consider how to comply with its local laws on international transfers. You should check local legislation and guidance in this case.

4 – Cyber Security health check

The ICO is increasing its capacity and efforts to crack down on data breaches, post-Brexit. Now is a great time for all companies to have a health check to understand their Information Security posture and GDPR compliance. Nobody wants to be caught handling data improperly and fined when it could have been prevented with education and training.

A gap analysis performed by an expert is money well-spent. It’s also a fact that companies that have cybersecurity and Information Security controls are not only able to better defend against attacks but are also far better placed to recover from an attack.

Looking forward

It’s important that all businesses – large and small – are properly preparing their data storage and transferring for the 1st January. ICO has been busy setting examples by fining large, high-profile companies for failing to keep millions of customers’ personal data safe.

It will continue to come down hard on the data breaches of personal identifiable information and special categories of data. The saying ‘prevention is better than a cure’ rings truer than ever this year, and you will thank yourself if you make the efforts to properly store your data now, and not when it’s too late.

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2020 reflections and 2021 outlook

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2020 reflections and 2021 outlook 2

By John Hunter, Head of Banking and Fiduciaries, Finance Isle of Man

Reflections on the most surreal year

The Covid-19 pandemic has completely changed the world as we knew it, resulting in catastrophic loss of life and fears of a downturn hang over global economies like a sword of Damocles. In the UK, the new strain has further exacerbated the situation. As I am sure many have already said we are living in what could be called the most surreal times. People have been trying to cope with this “new normal”, by changing their lifestyles and evolving behaviours.

The Isle of Man responded swiftly to the pandemic by closing its borders and enforcing social restrictions which everyone respected and adhered to. Socially and culturally the Island demonstrated all the good things that come from living on a relatively small Island where community still means so much.

The Isle of Man’s financial services sector adapted quickly, seamlessly transitioning to working from home. The banks too adopted flexible remote working practices and continued to support clients around the world helping them navigate the challenging situation and making the most of any opportunities that arose.

Although there is no substitute for face-to-face interactions, we all embraced web-conferencing platforms like Microsoft Teams and Zoom to stay connected with contacts around the world and build and nurture business relationships, whether it was with financial services firms or high net worth individuals looking to relocate to the Island.

Furthermore, a priority for the Isle of Man has been to reinvigorate the business and cultural ties with South Africa. In a normal world, we would have travelled to the country, held in-person meetings with businesses and industry representatives and talked about building on our wonderful historic ties. However, because of the scale and breadth of disruption we had to change all our plans! We hosted a virtual roadshow which comprised a series of webinars exploring why it has never been more important for South African businesses and individuals to choose the right jurisdiction for long term financial planning.

Looking ahead to the future

We are all hoping that the global rollout of vaccines will provide the pathway to some form of return to normality and all the things people are missing will be back. Like amidst all periods of immense turmoil, interesting, new possibilities have emerged such as the revolution in work culture and a renewed importance of being close to nature and green spaces is. And these possibilities can help reshape society for the better.

The global economic recovery and rebuild might seem further away in the current environment especially amidst the new lockdowns. But we are confident in the resilience of economies and are hopeful that different industrial sectors and governments working together would result in green shoots.

The financial services industry has an important role to play in getting the world economy back on its feet. It is a core component of the solution to continue facilitating the financing of corporates, as well as to develop sustainable finance and nurture digital technologies which have proven to be vital during the pandemic. The sector should continue its cooperation and collaboration with governments and regulators to ensure efficient capital flows and financial stability for businesses and individuals.

Banks too have a crucial role to play as they are instrumental to the effective transmission of monetary policies and stimulus packages. As mentioned in a report by EY: “Financial insecurity in the wake of COVID-19 will require banks to boost consumer confidence and help build a more resilient working world.”

We expect the Isle of Man’s financial services sector and banks to continue navigating the situation with resilience as they have been doing thus far and contributing to the global recovery process. Also, we truly hope this will be our busiest year ever (subject to our ability to travel), with an extensive global schedule of planned activity to promote the Island as an international financial centre of excellence and innovation. Personally, I had planned to be in South Africa for the British & Irish Lions tour, but regrettably, it might not take place and as such we will look forward to catching up with friends there as and when we can.

Conclusion

No doubt, there are significant challenges for the world ahead but as Albert Einstein said: “in the midst of every crisis lies great opportunity”. And it is this opportunity that we all need to work together to identify and make the most of. We are confident that in 2021 the Isle of Man will continue to support financial services businesses help their clients, employees, and the wider society through these surreal times. We are all in this together.

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