Gain and retain

Tuesday, April 29, 2008

Intellect director Nick Kalisperas urges that any programme based on personal information be underpinned by secure technology and proven processes if customers and citizens are to be protected.

Recent events have led to questions about the security of data that government holds, with much attention focused on the National Identity Scheme. The Scheme, which is currently in the procurement phase, is just one example of how identity management and information is part of our daily lives. Store loyalty card schemes, petrol and airline reward points, online shopping recommendations, even social networking sites are all examples of identity and information management that touch most of our lives on a daily basis and from which we derive benefits.

Most of the technologies that underpin identity management and other types of information sharing are based on proven technology. Many have long, as well as successful, track records. In the private sector, store loyalty cards have been in use in Britain for over 10 years. In Hong Kong, electronic records-based public sector identity management has been in operation for around 15 years and in recent years, has been linked to private sector services, such as retail and transport.

While technology and the digitisation of data allows us to access unlimited amounts of information whenever we want, and can bring great benefit to businesses and consumers alike, it also means that others are able to access information about us or our organisation. Although information sharing and management is already an integral part of our lives, how we store, manage and share data is key to our success as a modern economy and society. It is fundamental to the security and wellbeing of our citizens.

Managing these processes, while striking a balance between accessibility and privacy, is a key challenge for all organisations. While there is a need for secure and robust technology, equal emphasis should be placed on the business processes surrounding the technology. Our industry plays a fundamental role in developing and implementing these processes in line with the needs of the users and industry standards. Intellect recently published a guide to document management for both public and private sector organisations that covers a range of areas within information management and is currently working on guidance for companies outsourcing or off-shoring data. Without appropriate processes and guidance, employees handling customer data can easily expose customers to unnecessary risks.

Personal data is just that – it contains details of our private, personal lives. Companies and governments must gain and retain the confidence of their customers and citizens in this area. After all, we are trusting these organisations with our personal information. Therefore, any scheme or programme that is based on personal information must demonstrate that it is underpinned by reliable, secure technology and by well thought through, proven processes that are being used on a daily basis. As such, the public must trust it as they would the national grid or the telephone network.

Intellect is the trade association for the UK technology industry. It represents around 800 companies ranging from SMEs to multinationals. As the central hub for this networked community, Intellect is able to draw upon a wealth of expertise to ensure that its members are best placed to tackle challenges now and in the future.