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www.infocert.digitalInfoCert - Copyright 201927/05/2020
www.infocert.digitalInfoCert - Copyright 201927/05/2020 2
INTRODUCTION
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THE ROLE OF TRUST IN DIGITAL RELATIONSHIPS
27/05/2020 3
Multichannel approach and digital customer journey require paperless processes to be flexible, device independent, accessible both in presence (agents, branches) and remotely (web, mobile).
Digital onboarding and contract subscription require highly trusted transactions and certification of online clients’ digital identity.
MobileBranch Agent or dealer
Web
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DIGITAL CUSTOMER ONBOARDING PROCESS
27/05/2020 4
Onboarding is a process that requires identifying customers and verifying their identity with high level of security and low level of risk.Five elements need particular attention
Data collectionCollecting client’s personal data and ID documents
IdentificationThe anti-impersonation steps ensures that the customer applying for the product are "who they claim to be"
VerificationVerification of the customer's identity and compliance
Electronic signatureEnsure that a contract is duly signed between the customer and the financial institution
Process orchestrationIt is necessary to make a smooth and transparent experience for the customer who doesn't see all the systems used during the process
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TRUSTED ONBOARDING PLATFORM (TOP)
27/05/2020 5
Trusted Onboarding Platform™ (TOP) is InfoCert’s
patented solution for customer identification and digital
subscription of contracts.
TOP enables easy and smart integration of e-signature
processes within existing systems, enhancing the user
experience and speeding up the customer journey.
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FORRESTER’S TEI STUDY
Video onboarding
27/05/2020 6
Return on Investment: 174%
Payback period: 0.6 months
Fraud reduction rate: 80%
Increase signed customers: 30%
KPI computed for a TOP banking client, comparing a video onboarding process with traditional face-to-face identification at the branch.
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FORRESTER’S TEI STUDY
Instant lending
27/05/2020 7
KPI computed for a TOP banking client, comparing a 100% digital process with previous paper-based process at the branch.
Return on Investment: 260%
Payback period: < 3 months
Abandon rate reduction: 80%
Increased personal loan demand: 100%
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USE CASES
Orders authorization for contract
management
02
04
01
03Remote e-signature
for actual clients based on existing
identity
Face-to-face selling by a financial promoter or an agent/dealer
Consumer credit processes at the bank office, in a remote mode or by using a mobile app
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CUSTOMERS THAT ALREADY BELIEVE IN TOP
Banking
Consumer credit
Insurance
Telco
Utilities
Government
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MODULES
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TOP MODULES
27/05/2020 11
TOP is a modular platform, comprising building blocks ready to be configured according to customer’s requirements. Components, that can be mandatory or optional for a specific process, are coherently set in a unique technological framework, a consistent data model, a complete auditing of all compliance related events, and a single set of APIs to guarantee an effective adoption path in every business environment.
Certificate
enrollment
Identity
assertion
Identity
proofing
Identity
corroboration
Electronic
signature
Authentication
system
eDelivery
system
Long term
preservation
Document
composition
Identification Electronic signature Services
Audit Framework
Integration layer (SOAP and REST)
Presentation layer (TOFE)
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IDENTIFICATION
27/05/2020 12
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IDENTITY PROOFING AND CORROBORATION
Convergence of technologies and activities
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The identity of new customers cannot be absolutely verified
("proven"), but high confidence in identity is crucial to protect
customers and revenue.
Identity proofing and corroboration are the combination of activities
that brings an identity claim within organizational risk tolerance.
The main goal of this activities is to prove that:
1. The real-world identity exists
2. The individual claiming the identity is in fact the authentic
possessor of that identity
This process must align three aspects of identity: the real-world
identity, the digital identity and the person submitting the identity
claim.
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IDENTITY PROOFING
27/05/2020 14
Identity proofing process includes multiple activities that, starting from an identity claim, check:• The real-world identity exists• The individual claiming the identity is in fact the authentic owner of that identity
C U S T O M E R U X
D A T A R E C O G N I T I O N
D A T A V A L I D A T I O N
DOCUMENTEXTRACTION
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IDENTITY PROOFING
Customer UX
27/05/2020 15
VideoID is InfoCert’s patented solution for remote video identification
▪ VideoID is based on WebRTC and during this session an Operator is able to Identify your Customer.
▪ All the steps defined into the process are controlled and monitored by the platform
▪ All the pictures of Customer's ID Cards are taken during the session, through Webcam or Mobile Camera in case of Mobile experience
Chat
User
Video Operator
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IDENTITY PROOFING
Data recognition
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A mixed set of technologies allow identity documents recognition and user liveness verification
MRZMachine Readable Zone (MRZ) is a document format containing the document holder's data in a form which is both visually readable and encoded for optical character recognition.
Liveness detectionLiveness detection ensures that there is an actual person in front of the camera, and not a photo or a streaming video.The user just have to look into the camera and do few movements, such as blinking, smiling or turn their head.
eID NFC readingThis component allows accessing any eMRTD (electronic Machine-Readable Travel Document) document via NFC, to obtain owner's personal data and photo.
Face matchingFace matching technology allows automatically checking the person providing the ID document is the same person the document belongs to.Through a simple interface the user can take a selfie, or a short video and their face is compared with the photo on the ID document.
Data extractionOptical Character Recognition (OCR) technology is used to identify and extract data from the ID document. The module can also work offline on mobile devices, using an SDK integrated in a mobile app.
Document analysis Biometric analysis
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IDENTITY PROOFING
Data validation
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Data validation module performs an automatic and real-time verification of the validity of the identification document provided by the user and can query third party databases for additional checks and data collection.
The authenticity of an electronic document canonly be established if the document is signedusing a private key of which the correspondingcertificate is known.
Identity document validation Certificate validation
The module compare the ID Document again a database of real document template verifying the security feature under normal light conditions
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IDENTITY CORROBORATION
27/05/2020 18
D I G I T A L A T T R I B U T E
A S S E S S M E N T
C O R R O B O R A T I O N H U B
The Identity Corroboration modules analyze onboarding transactions digital attributes and metadata detecting user behaviorpatterns and anomalies. Transactions that flag as high-risk can be automatically rejected or routed to Corroboration HUB forstep-up.
DOCUMENTEXTRACTION
Identity corroboration process includes multiple activities going beyond flawed legacy methods and embracing analytics that evaluate multiple positive and negative signals.
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IDENTITY CORROBORATION
Digital Attribute Assessment
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Digital Attribute Assessment module leverages Smart Analytics technology providing an extremely powerful way of detect and analyze real-time both personal data of the customer and changes in user behavior by using advanced behavioral analytics and machine learning.
Efficiently Onboard CustomersUsing always a unique Platform (TOP),You can always know who is on the otherside of each transaction during theonboarding process and throughout thecustomer life cycle of your relationshipwith the client
Integration FlexibilityBy integrating itself into business processes for the purpose of acquiring and monitoring customers, the system makes it possible to consult not only the databases of specialised external providers but also local databases in order to achieve a high level of knowledge of its customers
Real-Time Risk ScoringThe Person Data Validation module carries out checks on the vast assets received and provides as an output a summary of the investigations carried out containing the results of the checks and findings made.
Global Verification CoverageMultiple search within specific Data Base for the verification of personal information provided by the customer in order to carry out an adequate verification of the user
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IDENTITY CORROBORATION
Digital Attribute Assessment
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Credit Bureau
Score output
AML investigation collected data
AML Score Cards Repository
(Decision Rules)
AML application processing
(From onboarding front/office)
Audit LOGLocal Lists
Risk Rating
A dedicated platform to realizeautomatically all the Know Your Customer(KYC) activities checking external databases and creating a risk rating appling acustom set of rules.The platform is tipically used in a KYCcontexts and is usefull to verify aCustomer AML (AML – anti moneylaundering) Compliance.
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IDENTITY CORROBORATION
Digital Attribute Assessment
27/05/2020 21
Useful for reconstructing the control chain and obtaining details on the subjects, such as, for example, taking over company boards, equity investments, associated companies, protests and prejudicial, risk assessment of the area in which the subject operates.
Used to recover crimes published in the Italian media giving greater weight to property crime.
Ministerial data bank for identity theft prevention.
PEP/PIL lists and international anti-terrorism.
Market leader aggregator of hundreds of international lists and PEP.
Real estate assets database, protests, prejudicial.
Group internal lists can be integrated and managed by the Customer.
Based on Customer needs, we are able to connect to Engine several services together with the "weight" of the results on the total scoring and various other parameters. External providers are essential to carry out an adequate screening of individuals or companies.The connectors already available are:
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IDENTITY CORROBORATION
Digital Attribute Assessment
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Digital Attribute Assessment module leverages Smart Analytics technology providing an extremely powerful way of detect and analyze real-time changes in user behavior by using advanced behavioral analytics and machine learning.
The Network Behavioral model Smart Analytics Toolset
The ThreatMetrix Digital Identity Network protects 1.4 billion unique online accounts using intelligence harnessed from 2 billion monthly transactions.
Based on a user’s history derived from TheNetwork, ThreatMetrix behavioral model usesbehavior and metadata for automated detectionof user behavior patterns and anomalies.
The Smart Analytics toolset allows TOP customersto create custom variables, rules, models andpolicies to analyze patterns specific to their usersand automate responses for transactions.Transactions that flag as high-risk can beautomatically rejected or routed to CorroborationHUB for step-up, while legitimate usersexperience no friction.
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IDENTITY CORROBORATION
Corroboration HUB
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Identity validation module performs an automatic and real-time verification of the validity of the identification document provided by the user and can query third party databases for additional checks and data collection.
RealtimeAll the information captured during the process (personal data, video streaming, photo, documents, selfie) are available in real-time.
Security and ComplianceEach operator is provided with personal credential and a qualified certificate that to sign an identification report
ReportAn operator can access all the evidences and a scoring on the automatic checks. A detailed report which details all the phases of the analysis can be downloaded.
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IDENTITY ASSERTIONS
Available options
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TOP provides multiple identity assertion modules to fit different scenarios and enable business processes to identify customers and verify their identity with high level of security and low level of risk.
Identification is the core of eIDASregulation, that is named “Regulation on electronic identification and trust services”
USERLiveID
VideoID
SelfID AutID
SignID
AMLID
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LIVEID
Face-to-face identification
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The LiveID identification requires a face-to-face meeting between the person being identified and one of the subjects entitled to perform the recognition.The process is 100% digital: ID documents are digitally collected (e.g. through a mobile device camera), contracts are signed electronically and delivered via e-mail.
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VIDEOID AND SELFID
Balance customer UX and trust level
27/05/2020 26
The combination of user experience and the need for trust is essential to design the process that best fits business and compliance requirements.
A self-identification and unattended process, that leverages on machine learning and biometric technologies to automate the identification steps.
Unattended
Self video wizard
SelfID
A remote assisted identification process where an Operator verifies the customer’s identity through a live video call.
Live
Assisted photo wizard
Video Conference
VideoID
An hybrid process that can be realized with the same UX defined for SelfID, with the addition of a short live video identification with an operator.
Self photo wizard
Light Video Conference
Live
FastID
Self photo wizard
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VIDEOID AND SELFID
Processes
27/05/2020 27
Customer UXData
recognitionDocument validation
Back office UX
Self Identification
Self Service Automatic AutomaticASYNC
Back-office
Fast Identification
Hybrid Automatic AutomaticLIVE inVideo
Conference
Video Identification
Led by Operator
by Operator by OperatorLIVE in Video
ConferencePR
OP
OS
ED
S
OL
UT
IO
NS
F O C A L P O I N T F E A T U R E S
POSITIONING STRATEGY
TRUST
USEREXPERIENCE
COSTTECH IMPACT
EFFICIENCY
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VIDEOID AND SELFID
SelfID
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PR
OP
OS
ED
S
OL
UT
IO
NS
F O C A L P O I N T F E A T U R E S
Customer UXData
recognitionDocument validation
Back office UX
Self Identification
Self Service Automatic AutomaticASYNC
Back-office
Fast Identification
Hybrid Automatic AutomaticLIVE inVideo
Conference
Video Identification
Led by Operator
by Operator by OperatorLIVE in Video
Conference
POSITIONING STRATEGY
TRUST
USEREXPERIENCE
COSTTECH IMPACT
EFFICIENCY
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VIDEOID AND SELFID
FastID
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PR
OP
OS
ED
S
OL
UT
IO
NS
F O C A L P O I N T F E A T U R E S
Customer UXData
recognitionDocument validation
Back office UX
Self Identification
Self Service Automatic AutomaticOFFLINE in
Automatic Back-office
Fast Identification
Hybrid Automatic AutomaticLIVE inVideo
Conference
Video Identification
Led by Operator
by Operator by OperatorLIVE in Video
Conference
POSITIONING STRATEGY
TRUST
USEREXPERIENCE
COSTTECH IMPACT
EFFICIENCY
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VIDEOID AND SELFID
VideoID
27/05/2020 30
PR
OP
OS
ED
S
OL
UT
IO
NS
F O C A L P O I N T F E A T U R E S
Customer UXData
recognitionDocument validation
Back office UX
Self Identification
Self Service Automatic AutomaticOFFLINE in
Automatic Back-office
Fast Identification
Hybrid Automatic AutomaticLIVE inVideo
Conference
Video Identification
Led by Operator
by Operator by OperatorLIVE in Video
Conference
POSITIONING STRATEGY
TRUST
USEREXPERIENCE
COSTTECH IMPACT
EFFICIENCY
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VIDEOID AND SELFID
Assertion enrollment
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Assertion enrollment
Advanced Assertion
Qualified Assertion
PR
OP
OS
ED
S
OL
UT
IO
NS
F O C A L P O I N T F E A T U R E S
Customer UXData
recognitionDocument validation
Back office UX
Self Identification
Self Service Automatic AutomaticASYNC
Back-office
Fast Identification
Hybrid Automatic AutomaticLIVE inVideo
Conference
Video Identification
Led by Operator
by Operator by OperatorLIVE in Video
Conference
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AUTID
Authentication ID
27/05/2020 32
With AutID method, InfoCert identification is based on a pre-existing means of identification.This identification means can either be eIDAS-notified or private identity schemes, at different trust levels.
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SIGNID
Identification based on a Qualified Certificate for e-Signature
27/05/2020 33
With SignID, InfoCert leverages the identification already performed by another Qualified Trust Service Provider.To complete the identification phase, the user, that already owns a valid qualified certificate for electronic signature, needs to digitally sign a request form provided by InfoCert.
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AMLID
Anty-money laundering identification
27/05/2020 34
With no prejudice to InfoCert’sliability, the identity of the Subject can be verified by Entities subject to the obligations under Anti-Money Laundering (AML) laws transposing Directive2005/60/EC of the European Parliament and of the Council on the prevention of the use of the financial system for the purpose of money laundering and terrorist financing, and subsequent EU implementing legislation.
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ELECTRONIC SIGNATURE
27/05/2020 35
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CERTIFICATE ENROLLMENT
27/05/2020 36
TOP can enroll different types of certificates in terms of trust level, lifetime, and scope, depending on the requirements of the target process.
Non-qualified certificateTo be used for AdES.
Qualified certificateIt can be issued only by a QTSP and is required for a QES. Specific identification methods must be adopted.
Trust level
Long termConfigurable lifetime, from 1 day up to 3 years.
One shotA remote certificate that can be used only for a single signature process to digitally sign a set of documents/contracts.
Validity
Cloud/RemoteNo hardware is required on signer side, with the certificate remotely hosted a Hardware Security Module (HSM) managed by a QTSP.
Device
OpenThe certificate can be used to sign any kind of document via any compatible signature tool.
EnterpriseIt can be used only in a specific domain, to sign only a restricted set of documents. A common example is a certificate available in a private area (e.g. home banking) to sign documents with a bank. No other personal documents can be signed by the user.
Scope
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AUTHENTICATION SYSTEM
27/05/2020 37
Strong customer authentication is based on the use of two or more possible authentication elements, categorized as:
Something only the user know
Something only the user has
Something only the user is
Knowledge
Possession
Inherence
Strong authentication is any method of verifying the identity of a user or device that is intrinsically stringent enough to ensure the security of the system.This method is used to unlock the certificate and apply the electronic signature on documents.
The enrollment and signature processes configured in TOP expect a well-defined ownership of the system used to authenticate the user. TOP can manage several authentication mechanisms
A text message containing the One-Time Password (OTP) is sent to the mobile number of the user
OTP is displayed or notified to an APP Mobile on the user device.
Based on the authentication already used by InfoCert customer
OTP SMS
OTP push
Out-of-band
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ELECTRONIC SIGNATURE
27/05/2020 38
Electronic signature module can manage both Advanced Electronic Signature (AdES) and Qualified Electronic Signature (QES), to meet different risk and trust levels required by business processes.
Advanced Electronic Signature (AdES)
A flexible solution able to grant:
a) The identification method that fit with the Client idea of CustomerExperience and legal trust;
b) The signature experience that best fit the use case;c) Brand new authentication method, that can make a smoother
Customer Experience and a fast onbarding.
Qualified Electronic Signature (QES)
A solution to grant a fast and user friendly onboarding while:
a) The identification methods are given by the Qualified Trust ServiceProvider (QTSP) and approved by the Italian Supervisory Body (AgID).The Client can choose the identification method that best fits itsonboarding process;
b) The signature experience has a great usability, but it is fixed both tolegal and technical requirements.
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SERVICES
27/05/2020 39
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DYNAMIC DOCUMENT COMPOSITION
27/05/2020 40
Documents can be generated using standard models or custom templates and in both cases the integration with pre-existing data is guaranteed, usually sourced from ERP or CRM applications.
Organizations often face the dilemma of communicating efficiently with customers without compromising the quality of personalized contact. This is where dynamic document composition comes into play.
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E-DELIVERY SYSTEM
27/05/2020 41
Signed documents can be distributed through InfoCert’s registered delivery service, granting proof of sending and
receiving the data, and protecting of transmitted data against the risk of loss,
theft, damage or any unauthorized alteration.
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LONG TERM PRESERVATION
27/05/2020 42
Evidences and documents collected during the process are safely archived in LegalDoc – InfoCert’s long-term preservation system – granting legal value over time.
Our mission is to equip our clients with a document preservation system able to guarantee integrity, readability, accessibility, and durability of the preserved documents overtime.
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AUDIT FRAMEWORK
27/05/2020 43
The audit framework grants the collection of evidences during a TOP process, providing a high-performance solution to guarantee reliability, integrity and low risk.
An Information Technology audit is an examination of the management controls within an IT infrastructure. InfoCert, as Certification Authority known for its trust services, provides high performance solutions in order to guarantee reliability, integrity and low risk
Events
•Certificate Autority
•Electronic signature
•Certificate enrollment
•SOAP/REST APIs call
Data
•Identity assertion
•VideoID evidences package
•Acceptance clauses
•Digital certificate
Audit framework
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INTEGRATION LAYER
27/05/2020 44
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INTEGRATION IN BUSINESS PROCESSES
27/05/2020 45
Customer systems and infrastructures
SOA Layer (SOAP, REST)
Salesprocesses
Internal processes
Identity
proofing
Identity
corroboration
Electronic
signature
eDelivery
system
Authentication
system
Certificate
enrollment
Document
composition
Identity
assertion
Long term
preservation
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MOBILE SDK
27/05/2020 46
Mobile SDKs are available for the creation of custom native user experiences in mobile apps.
TOP offers a set of Mobile SDKs, compatible with iOS and Android, dedicated to the use InfoCert's Services on Mobile as: o Liveness Detectiono Face Matchingo Identity Document management (e.g. OCR)o Video identification
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PRESENTATION LAYER
27/05/2020 47
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TOP FRONT END (TOFE)
27/05/2020 48
TOP front-end can be used out-of-the-box using the default responsive interface built on standard technologies (HTML5 + CSS3 + AngularJS).
This interface can be provided using:• InfoCert look & feel• Customer’s look & feel
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LANGUAGES
27/05/2020 49
TOP natively supports multiple languages.Each language can additionally be customized to fit specific business contexts and communication styles.
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CUSTOM FRONT END
27/05/2020 50
For a seamless user experience, custom front end can be implemented based on exposed APIs.
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SAMPLE CUSTOMER JOURNEYS
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SELFID WITH STANDARD IDENTITY DOCUMENT
27/05/2020 52
User signs contracts via OTP via SMS
User selects his ID document
Pre-filling of registration fields
Face matching and Liveness detection
OCR system to read data on the ID document
ID DocumentDefinition
BiometricChecks
SignatureRegistration
FieldsID Document
DaptureView
ContractsBack-Office
Identity Check
Contract Preview Sign ContractTake a selfie and follow the procedure for Liveness
Confirm Your DataFrame and click your document
Frame your face into the detection area
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SELFID WITH ELECTRONIC IDENTITY DOCUMENT
27/05/2020 53
User signs contracts via OTP via SMS
User selects his ID document
Face matching and Liveness detection
User reads the contract and
request a certificate
Contract Preview Sign ContractTake a selfie and follow the procedure for Liveness
Frame your face into the detection area
Reading the Chip via NFC to access the digital data
NFC Data Extraction
ID DocumentDefinition
BiometricChecks
SignatureRegistration
FieldsID Document
DaptureView
ContractsBack-Office
Identity Check
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FASTID
27/05/2020 54
A short video conference to grant the highest level of trust
ID document capture
Identity validation
ReportVideo
identificationID document verification
Biometric checks
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VIDEOID
27/05/2020 55
A full video identification session performed by a call center operator
Video identification
start
Video identification
endReport
Identity validation
ID document capture
ID document verification
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BACK OFFICE IDENTITY CHECK
27/05/2020 56
Data validation on external providers
Automated controls to validate the ID document
Corroboration HUBChecks outcome and scoring
Identity validation
Check OverviewBPO
ID documentvalidation
ID Document Validation
Identity Document Fraud Database
Customer Data Validation
Know Your Customer
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SUCCESS STORIES
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BANKING
REMOTE CUSTOMER ONBOARDING
27/05/2020 58
Launched in 2014, first Italian bank to offer 100% online experience and allow remote customer onboarding for account opening.
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BANKING
MULTICHANNEL CUSTOMER IDENTIFICATION
27/05/2020 59
Client identification via remote and in presence channels for account opening.
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BANKING
INSTANT LENDING
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Digital process on bank website for fast loan funding.
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BANKING
CONTACT CENTER IDENTIFICATION AND SELLING
27/05/2020 61
Contact center enabled for remote customer identification and upselling thanks to electronic signature.
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CONSUMER CREDIT
PERSONAL LOANS AT THE STORE
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Personal loans for good purchases with identification performed by dealers
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INSURANCE
ONLINE AND OFFLINE SUBSCRIPTION
27/05/2020 63
In presence contract subscription with biometric signature, both in online and offline environments.
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TELCO
ONLINE IDENTIFICATION FOR SELLING SIM CARDS
27/05/2020 64
Remote online identification to sell SIM cards from company website, in compliance with anti-terrorism regulation.
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PRICING MODEL
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PRICING COMPONENTS
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One-off Annual Volume based
o Analysis and definition of requirements
o Compliance support
o Contractual documentation in local language
o Configuration of specific TOP processes
o Set up of environments (e.g. development, production) and connection (e.g. VPN)
o License for TOP modules enabled for the configured processes
o Platform maintenance and evolution
o Based on selected modules and their specific configuration, e.g.:
• Identity Proofing
• Identity Assertion
• Electronic Signature
• Authentication
• Long term preservation
• Etc.
o Transaction price reduction depending on total annual volume
Set up and configuration Licensing Transaction
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LICENSING AND TRANSACTION
Units scheme
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AutID
VideoID
LiveID
SignID
AMLID
SelfID
1
3
2
2
1
2
NFC
OCR 5
5
Enabled
Disabled 0
? Enabled
Disabled 0
? 3 years
Oneshot
2
5
AES
QES
2
3 Push
SMS
Out-of-band
2
1
1
Enabled
Disabled 0
? Enabled
Disabled 0
2
?: to be defined depending on specific implementation
Liveness detection
4
Enabled
Disabled 0
?
Facematching
4
Disabled 0
* Agent notincluded
Electronic
signature
Authentication
system
eDelivery
system
Certificate
enrollment
Document
composition
Back-office Audit
framework
Custom
Standard 0
?
Identity
proofing
Identity
corroboration
Identity
assertion
Long term
preservation
Other 3
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UNITS PRICING TIERS
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Pricing tier Tier limit € per Unit
Tier 1 50K units € X
Tier 2 100K units € (X * 0.95)
Tier 3 250K units € (X * 0.9)
Tier 4 500K units € (X * 0.85)
Tier 5 1M units € (X * 0.8)
Tier 6 2.5M units € (X * 0.75)
Tier 7 5M units € (X * 0.70)
Tier 8 10M units € (X * 0.65)
Sample tiers and discounts. To be defined depending on specific project and expected volumes.
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27/05/2020