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P rivacy and I dentity in the
Mobile LandscapeProfessor Margaret Jackson
Presentation to the Smart Services ForumSeptember 2006
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Privacy and Identity in the Mobile Landscape Slide 2
Aim
My aim is to bring together findings of tworesearch projects on the theme of privacy,
trust, security and identity.Case studies on the adoption of wireless technologyHow people manage money and how they bank
Then relate these findings to mobile banking.
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Privacy and Identity in the Mobile Landscape Slide 3
Defining Some TermsPrivacy
Focus is on personal information privacy and can mean both non-disclosure of personal information and control over theuse of ones information.
IdentityThe other side of privacy. How do businesses identify to whomthey are providing goods and services? How much informationis enough?
Security
Some customers confuse privacy, identity and security.Security for many is control of access to financial informationand account details.
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Privacy and Identity in the Mobile Landscape Slide 4
W ireless Case Study
14 case studies of wireless technology havebeen completed.
We mapped the wireless landscape not interms of the wireless technology used, asmany studies have, but by focusing on thetype of product or service wireless technology
can deliver.
We chose projects which fell into threecategories of wireless mobility:
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Privacy and Identity in the Mobile Landscape Slide 5
W ireless Case Study cont
1. M-Commerce consumer transactions(including sales of goods and services), usinga mobile phone or the Internet accessed viawireless
2. M-Services services to individuals andorganisations, such as banking and wirelesscommunications in health
3. M-Enterprises - enterprise solutions, such aslogistics applications or supply chain
management solutions.
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Privacy and Identity in the Mobile Landscape Slide 6
W ho W e Talked ToAREA SI ZE ORGANI SATI ON TECHNOLOGY STATUS
mCommerce Small P ublisher of Guides transfer content from hardcopy & I nternet to phones
SMS Shelved
mCommerce Large Telecommunications using a mobile phone to buycans of soft drink
Mobile P hones Shelved
mCommerce Small W ireless Solutions Provider Providing Tickets to MobilePhones
Mobile Phones I mplemented
mEnterprise Large IT Storage Company Storing Data from P DAs
W ireless PDAs I mplemented
mEnterprise Large City Council CCTV W ireless CCTV I mplemented
mEnterprise Large Water Supply Company P roviding OnsiteMaintenance for W ater Pipes
WirelessDispatch
I n Development
mEnterprise Large Gas Supply Company deliveries of gas
WirelessDispatch
Implemented
mServices Small Dentist Reminding Clientsabout Appointments
SMS I mplemented
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Privacy and Identity in the Mobile Landscape Slide 7
W ho W e Talked To contAREA SI ZE ORGANI SATI ON TECHNOLOGY STATUS
mCommerce Large Bank Recharging
Mobile Phone at ATMs
Mobile Phones I mplemented
mServices Small Mortgage BrokerServices OnlineMortgage Applications
W ireless Laptops & SM S
Implemented
mServices Large Tertiary Education /Hospital MedicalRecords
W ireless PDAs I n Development
mServices Large Tertiary Education Course Materials
Wireless PDAs & Mobile Phones
Implemented
mCommerce Large City Council P aying forParking via a M obile
Phone
Wireless PDAs & Mobile phone
Implemented
mServices Small P rivate Taxi Group Bookings and Payments
W ireless Dispatch& Mobile Phones
Implemented
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Privacy and Identity in the Mobile Landscape Slide 8
General FindingsMost of the media articles about wireless projectsare misleadingly positive
The same problems with implementation of projects occur in different industries/sectors but
there is no exchange of information aboutproblems across sectors.
Many are keen to use the technology but arestruggling to find a compelling business case.
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Privacy and Identity in the Mobile Landscape Slide 9
General Findings cont
Implementation of wireless projects has beenharder than expected.
Once started, the major issues are with the
technology and with integration with existingsystems.
In some cases, computer security is not well-handled and is often a late add-on.Projects with mobile phones collect the mostpersonal information.
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Privacy and Identity in the Mobile Landscape Slide 10
Regulatory FindingsNo real understanding about how the PrivacyAct operates and to whom it applies.
Hard to know which act applies to someactivities eg, is a telecommunications
company which supplies credit a creditprovider?
Changes to regulations and policies candisrupt projects eg NSW police and CCTV.
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Privacy and Identity in the Mobile Landscape Slide 11
W hat Else do the Case Studies Show ?Replacing a paper-based process:
Gas deliveriesMaintenance of water pipes
Taxi bookings and paymentsTAFE course notesMedical recordsStorage of data from PDAs
These projects have generally worked welland demonstrated a strong business case.While there are some privacy issues, most
are built into the implementation plan fromthe start.
Using a mobile device to do a sm all transaction:
Parking and infringement warningsRecharging a mobile phone account atATMPurchasing a can of soft drink
There is usually limited take up (if they movepast the trials) and privacy and identityproblems in that a lot of information iscollected about the customer, well in excessof that needed for the service. The projectsare a good idea and we have the technology.
Adding value to existing services to customers:
dentist appointmentsticketsmortgage broker
Seen as a service by the customer and as anextension of other services
New Activity
CCTVContent
Some issues with these
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Privacy and Identity in the Mobile Landscape Slide 12
Banking P rojectInterviewed 79 people from a range of
backgrounds.Asked them:
How they managed their money?How they bank and pay accounts?How they handled the online environment?About their relationships with their bank or buildingsociety.
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Our I nterview ees
31 men and 48 women. This dominance of womenwas partially explained because women manage
money particularly in the lower incomehouseholds;
Participants were aged between 18 to 80 years
We had a range of annual household incomelevels: 15 had an income below $25,000; 18between $25,000-49,999; 12 between $50,000-$74,999, ten between $75,000-$100,000 and 20had over $100,000 a year. Four participants didnot want to disclose their household income;
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Privacy and Identity in the Mobile Landscape Slide 14
Our Interview ees cont
Twenty-three participants had a Certificate orlower educational qualification, 51 had a BA orhigher degree, four had other qualificationsand one did not say;
49 used Internet banking;15 people used the Internet but didnt bankonline; and
At least 50 people had a mobile phone and 3used them for mobile banking
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Privacy and Identity in the Mobile Landscape Slide 15
Our Findings
We found that generally online banking is almost a middle tohigh income activity you need disposable income.
People with disabilities regardless of income will use the internet.
Those who use it do so because it is extremely convenient, somuch so that its convenience overrides any concerns people hold
about privacy, identity or security.Concerns about the privacy of the personal information handed tbanks is not really an issue with most people, but changingpersonal information details can be a source of frustration, all inthe name of privacy.
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Privacy and Identity in the Mobile Landscape Slide 16
Our Findings cont
Concerns had to be probed for and focused on the security of
credit card information and on unauthorised access toaccounts.
Nine people were concerned about identity theft; eight of them used internet banking.
Only three people of the nine were concerned about theft of identity as opposed to theft of money from accounts or cards.
A small number of people will not purchase goods over the
Internet because they have concerns about the security of their credit cards details or because they have no need to doso, but they will still bank online because it is convenient(attitude to eBay, airline tickets).
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Privacy and Identity in the Mobile Landscape Slide 17
Our Findings - Security in the sense of unauthorised access to their accounts
Security was a matter of great concern to 12 of the 49 users.The usefulness and convenience of Internet banking overrodethese concerns. The bank will look after me.
Security was a matter of some concern to 37 of the 49
Internet banking users in our sample. There were twodifferent kinds of people in this group. Some saw themselvesadept at information technology and security and judged thatthe security mechanisms in place were adequate. Otherstrusted the bank would look after them in case of loss.
All of them had different risk minimization strategies. Theseinclude boosting the security of the PC, ensuring that only a
safe computer was used for Internet banking, checking theirbalances regularly, using a credit card with a low limit or
curtailing use.
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Privacy and Identity in the Mobile Landscape Slide 18
I mportant Factors to Note
We found that people still trust their bank to look afterthem if anything goes wrong with their accounts.
Attitudes to some aspects of security are probably notwhat banks would hope for in that our interviewees will
share account passwords and other access procedureswith their partners in certain contexts.
Online banking, as well as being convenient, was easyto use.
A lack of confidence with the Internet often led to asense of discomfort with Internet banking, and at timestaking the guise of security concerns.
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Privacy and Identity in the Mobile Landscape Slide 19
Relevance for Mobile BankingIf the mobile service offers something of value/convenience to the customers, they will use it,
despite any concerns about security or privacy.We asked our interviewees about possible uses of mobiles - checking account balances, paying bills andauthentication of access to accounts were mentioned.
The service must be easy to use. Other studies haveshown that people's perception of security when doingon-line transactions depends on the simplicity of thesite and on the availability of user support. Eg Carparking project
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Privacy and Identity in the Mobile Landscape Slide 20
Relevance for Mobile Bankingcont
Trust , rather than privacy, identity and security,emerged as the single most important variable in theuse of Internet banking.
We also saw in our study how a lack of expertise andfamiliarity with Internet use and Internet banking wasconverted into security concerns. The same should
apply to mobile banking.
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Privacy and Identity in the Mobile Landscape Slide 21
Relevance for Mobile BankingcontSmaller micropayment activities werent seen asparticularly useful. Compare Oyster and Octopusprojects.
Banks should concentrate on engendering greater trustin mobile banking, if they want to lessen fears.
Increasing customers sense of control overtransactions, personalising information and making
access to mobile banking easier to use will help indeveloping trust. Technical specifications alone do notmake for trust.