Our team really looked forward to this years´ eID-congress in Amsterdam organized by Euroforum. For this second edition we decided to host an interactive Round Table. The congress took place on the 31st of January and mainly focused on the near future of eID, Authentication and Client Onboarding. We´re happy to share our key takeaways with you and of course give you the insights of our Round Table.
iDIN will soon become a permanent fixture in Digital Transaction Management!
Remember our blogpost of February the 2nd? Only a year ago we informed you about the preparations of the pilot project iDIN. To quickly summarize: iDIN is an eID initiative of the different banks in The Netherlands together with Betaalvereniging NL. The purpose of this initiative is to make it possible for customers to identify themselves to other organisations by using the secure & trusted login-methods of their own bank. With iDIN these customers are no longer burdened with the need to provide separate passwords or authentication methods for logging into a wide range of online services. These services could include insurance providers, government institutions, online webshops and many others.
So the presentation of Betaalvereniging NL about the developments on iDIN really caught our attention. In fact, Betaalvereniging NL announced they have finished the pilot-phase of iDIN. And it was a success! The results look very promising knowing that more than 85% of the pilot users indicated iDIN is very user friendly. The same percentage of users even plans to use iDIN more often in the future. Furthermore, 78% of the pilot consumers thinks that iDIN is a solid and trusted solution. And the same amount of people found it safe to use.
So today, only one year later iDIN is a fact. And ONVZ is already the first insurer to integrate the solution as a login method to their online portal.
The ambition of the iDIN initiators is to continue releasing the solution to the market in 2017 and expanding its applications. Soon consumers can start signing with iDIN. For now iDIN will only focus on the Netherlands. However, to the question if they plan to further expand globally Piet Mallekoote, CEO of the Betaalvereniging NL, answered that this currently isn´t a priority but not at all improbable.
Scoop: currently the Connective team is making every effort to integrate iDIN as a signing solution in our eSignatures platform and get it up and running by March.
LOGINFIE? eID initiative Idensys launches login with a selfie
The eID-Congress was all about launching new things. Idensys announced to have finished their ‘selfie’ pilot. Idensys is an eID initiative of the government of the Netherlands and is a collection of agreements which authentication methods must satisfy. These agreements pertain to for example the safety, reliability and the protection of personal data. Different authentication methods will be covered by Idensys. With Idensys you are able to access the online services of the Government to organise and complete your business, such as a tax return.
With “SelfieCheck”, which is a product of SecurityIdentity, Idensys introduces a new login method. The user has to register once only with an official identity document and a biometry-check. The actual login then happens with a fully automated SelfieCheck based on the biometric characters on the identity document.
Round Table insights
During the afternoon it was our time to shine. We hosted a round table on the subject of “becoming a client – know your customer”. The attendees of the event showed a keen interest in this topic as 25 people (of which 80% were active in the Financial Services Industry) participated at our round table.
To keep the sessions interactive and promote discussion between the different stakeholders we chose to challenge the participants with 4 questions based on our Finextra Survey. We gave them three possible answers per question and asked them to weigh 150 points over these answers.
QUESTION 1: Digital Client Onboarding – what is the biggest obstacle?
- Compliance & being ´in control
- Efficiency & costs
- Customer Experience
Both compliance and being in control as well as customer experience came out to be the most important obstacles for client onboarding. ‘Several big EU directives and regulations are heading our way which means compliance will become a big hurdle’, said one of the participants. ‘Customer experience and compliance are closely intertwined’ remarked another participant who works as a product manager for a large Dutch bank. ‘We could easily offer a much richer customer experience but the challenge comes in doing this compliant to the current web of different national and European regulations.’
Another participant, opined that customer experience is actually not an obstacle but the main reason to manage client onboarding digitally. “Today, customers don´t want to go to the local branch anymore so online has become the most prominent channel and online means completely digital”, he concluded.
Surprisingly, the participants found efficiency and costs to be the least important obstacles for client onboarding. They concluded the unforeseeable costs of not complying to regulation and the loss of opportunity in providing a suboptimal customer experience were greater threats to business than the costs of implementing these new and improved ways of onboarding new customers.
QUESTION 2: Digital Client Onboarding – where would you put your money?
- Consistent Multichannel Communication
- Pre-fill of in-/external databases
- Digital Signatures
Our participants clearly felt the need to invest in Digital Signatures as they gave this answer the highest points. “You can decide to invest a lot of money in digitising your workflows, but if you still need to print out your documents to get them signed manually, in the end all the hard work goes to waste.” quoted one of the participants. To us at Connective, that last quote was like music to our ears.. Reintroducing paper into the workflow increases costs, requires additional time, and prohibits an organization from realizing the true advantages of a complete digital workflow. We believe that Digital Signatures are gradually becoming a commodity. The Digital Transaction Management cycle cannot be complete if the signatures process has not been digitised.
Pre-fill of in-/external databases and consistent multichannel communication were of less but equal importance for the participants. Someone even remarked that multichannel was not really necessary as he believed mobile would be the only channel in the future.
QUESTION 3: What is – according to you – the future of Authentication for the next 3 years?
- DigiD and iDIN
- Passport upload and verification, video chat
This wasn´t an easy question to answer as technology is changing faster than ever. “This is a difficult one, but I am truly sure about one future trend: within 20 years, all senior citizens will be using DigiD while all the younger generations will choose to use a retinal scan or facial recognition as identification methods.” concluded one innovation consultant. All others agreed that for the distant future they would also bet on biometric authentication methods. But for now they would choose for DigiD & iDIN.
One of the participants added: “For me iDIN is a brand name. In its current form iDIN probably isn´t future proof, but as a brand it can include biometry, video chat and many other authentication methods in its offering. In this respect I believe iDIN can compete in the distant future with other technologies.”
QUESTION 4: Which legislation will have the largest impact on your organisation?
PSD2 turned out to be the legislation which participants feared would have the biggest impact on their organisation. ”Because of PSD2 a lot of new parties will enter the market that was initially composed of only banks. These banks really need to be prepared for that. A lot of FinTech companies are eager to create financial apps that offer a superior customer experience to the current banking systems.“