Customer trust levels are falling. Over 90% of Australians think that organisations are asking for irrelevant information or collecting data for other than the stated purpose and they think this is an invasion of their privacy.¹ Both the Yankelovich and Westin surveys , released in mid 2004, indicate that customers are moving from just 'sulking' to action, by taking business elsewhere. This can reduce the impact of a marketing campaign by 20%.²

Financial institutions face additional challenges, such as Anti-Money laundering law, which regulates when they can trust the customer, and perceptions of declining customer service through automated, depersonalising services, made worse with a veneer of unsought personalisation that only irritates.

In short, trust is a two way challenge, yet most organisations think only about when they can trust others. The institution that addresses this challenge will gain competitive advantage.
 

Identity management is often seen as the key to improving trust and customer service. However, ID management can only do this if it succeeds in building two way trust and is not perceived as yet another policing action.

The challenge is even greater if the customer believes that ID management will put all the powers and discretions in the hands of the institution to collect more personal information which is then linked, used, or disclosed.
 

Information Integrity Solutions (IIS) has expertise in the design of security and privacy processes that deliver positive customer response and build security, real trust and valued customer service.

'The customer is king' - what is the value proposition for them? Two way trust is possible if the customer experiences improved service and has a genuine sense of control.

Trust winning ID management gives all parties equal reason to trust each other through a fair allocation of control rights over how personal information is used.

What will be necessary to demonstrate 'genuine control'? What is the right combination of technology backed by demonstrable compliance? These are just some of the questions that IIS addresses when assisting its clients in their system and process design.