Mapa digital-banking-security-report-brochure-oct12

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Digital banking security reportSuccessfully managing a delicate balance

October 2012


Report structure:A. Executive summary*B. Brands featured*1. News roundup (5 pages)2. Real world examples* : (50 pages)• Getting access and login security• Additional layers of security• Other techniques and approaches to keep customers safe• Educating and communicating with customers3. Blueprint for success ( 2 pages)4. Conclusion* See subsequent pages for examples from this section.

Topic:Keeping customers secure when managing their day-to-dayfinances, whether on their mobile while commuting or on adesktop or tablet on the sofa at home, is the “given” in anysuccessful banking relationship. The key challenge is to find asatisfactory balance between security levels and customerconvenience. But that is not all: banks also have aresponsibility to educate and communicate with theircustomers around security. Certainly tough challenges!

In this report we look at what banks are doing to keep upwith these challenges – as always – coupled with ourcomments and suggestions on best practice

Methodology:As with all our reports, this report include a selection ofscreenshots of both public and logged in areas, market dataand, of course, our comments and opinions on how banksshould optimise the opportunities presented. This wasfurther complemented by referencing market experts . Thereport comprise of 68 pages.

What are banks doing to find a satisfactory balance betweensecurity levels and customer convenience?

Objective:The key objectives of the research was to:• Examine login security solutions as well as additional layers of

security in place as part of consumer digital banking services• Understand what other security features banks have put in

place in order to keep and make customers feel safe.• Look at what banks are doing in terms of educating and

communicating with their customers around the topic.• Highlight key trends within the field


See subsequent pages on what to expect from thereport:

Digital banking security


BelgiumKBC

Brands FeaturedABelow is a list of brands featured in this report. Additional brands were researched but are not included in this report.

SwedenDanske BankHandelsbankenICA BankenNordeaSEBSkandiabankenSwedbank

SpainBanco PopularBankinter

AustraliaCommonwealth BankNABWestpac

DenmarkJyske BankSydbank

NorwayDNBNordea

NetherlandsABN AMROINGRabobank

UKBarclaysFirst DirectHSBCLloyds TSBNationwideNatWestSantander

FranceBNP ParibasSociété Générale

USABank of AmericaBB&TCitiUSAA

Sample page from report


ObjectivesThe objectives of the research was to:

• Examine login security solutions as well as additional layers of security inplace as part of consumer digital banking services in a number ofcountries spanning around the world.

• Understand what other security features banks have put in place in orderto keep and make customers feel safe.

• Look at what banks are doing in terms of educating and communicatingwith their customers around digital banking security.

• Highlight key trends within the field.

This report will feed into internal planning and decision making processesproviding both inspiration as well as a tool to strengthen business cases.

Chapters CoveredWe start off with a news round up including relevant articles centredaround security threats, innovations and customer insight.

In Chapter 2 we look at real world examples within field which isaccompanied by our commentary and analysis. The chapter is divided intofour distinct sections each starting with a summary of the key findings.

Chapter 3 includes a summary of key trends within the field picked up aspart of the previous chapters and finishes off with our ‘blueprint forsuccess’.

Executive SummaryE

Key themesThroughout this report a number of key themeshave emerged:

• The challenge of balancing security withcustomer experience has never been more in thespotlight. This very much due to the rapidincrease of smartphone and tablet penetration –resulting in quickly evolving customer behaviour.

• Banks put greater emphasis on offering a choiceof solutions in order to suit different customerpreferences.

• It is becoming easier and easier for customers toget access to basic account information – quickly,easy and with confidence.

• Customers want to be kept up-to-date regardingaccount activity, new threats as well as newsecurity solutions / features. Banks work in avariety of ways and channels to meet this need.



Barclays (UK) have recently updated their mobile banking app to allow customers to use it as an alternative to their PINsentry cardreader. The new ‘Mobile PINsentry’ is intended for use when using desktop banking. Customers can use the new ‘Mobile PINsentry’when logging in, authenticating new payees / international payments and registering for other services. Shown below is the public siteinformation as well as a mobile app related prompt See the feature in action on next page.

Customers informed of Mobile PINsentryfeature after having completed the app update

Real world examples: Login security – mobile card reader solution2 Sample page from report


As an extra layer of security, when logging on for the first time on a particular device, Bank of America and BB&T (US) users areprompted with challenge / security questions – questions that have been set on beforehand as part of registering for internet banking.This way the banks reinforce that the app in tied and only possible to access on devices that have been confirmed by the customer.

Bank of America customers canchoose to ’Remember this device’

to avoid repeat the procedure

BB&T customers answer a securityquestion previously set up within

internet banking

2 Real world examples: Additional layers of security – recognising device

BB&T customers are advised about thissecurity feature within the help section



SEB (SE) have recently introduced a security feature as part of making international transfers. If setting up a transfer to a new payeecustomers must first register the payee separately. Once completed it is not possible to submit a transfer to the new payee until 2 hourshas elapsed, hence making it harder for fraudsters with temporary access to a particular account.

First page of the process for settingup an international transfer

News: Increased safety with apayee list.We are now increasing the securitywhen making SEPA-transfers andinternational transfers. You can nowonly make transfers to recipients onyour list of payees. If you are addinga new foreign payee you will have towait 2 hrs. Therearefter you canmake the transfer as per usual.

2 Real world examples: Other techniques – international transfersSample page from report


Customers of Jyske Bank (DK) havingproblems logging into to internet bankinghave the option to share their screen with’Hotline’ (internet banking support). This ispresented as an option on the login page.The service is conducted via a softwareprogram named Teamviewer. Jyske Bankare unique among the banks we haveresearched to provide such a service.

Real world examples: Communicating with customers – Support2

Do you have problem logging in?

You share your screen with a internetbanking support agent by using the

program “Teamviewer”

Security

It is safe to share your screen with Hotline.You can read more about Teamviewer’s

security on the provider homepage.



A selection of reports to buy:1. Tablet Banking: 3rd Edition - Is it more than just the iPad?Published Jan 2012.2. Mobile Promotion: The report will cover a global review of howbanks use mobile banking as a tool for promoting /selling productsand also how mobile banking itself is promoted to customers.Published March 20123. PFM Tools: Is PFM worth the investment? (follow up to 1stedition PFM report ). Published June 2012.4. Mobile User Experience: We’ll look at the good, the bad and theugly of mobile banking interfaces. We’ll also be asking subscribersfor their input on what a killer experience should be. PublishedAugust 2012.5. Security: Successful managing a delicate balance.Published October 2012.6. Mobile payments: Market review of point-of-sale initiativesincluding a deep dive in to the customer experience of a selection ofservices. Delivery November 2012.7. Mobile Apps: 10 non-banking mobile applications worth yourtime thinking about. Delivery November 2012.8. Internet Banking: 10 great features and experiences to give yourdigital banking proposition the edge. Delivery December 2012

The internet is still rapidly changing. Just when we thinkit can’t get better; it does. New ways of marketing, theimpact social and mobile, the change in consumerbehaviour; are all impacting the way online businessesare servicing their customers and converting new ones.

Banks are also getting more innovative; launching cleverservices, embracing new technologies and engagingcustomers with stimulating and creative content. This isnot a single country story, it is an international story.

With our reports we can keep you up to date and makesure you are not missing anything.

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