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Digital Identity - Who Cares?w w w . f o l i o . i d
W H I T E P A P E R
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BANKING AND FINANCIAL SERVICES
Digital Identity - Who cares?
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Digital Identity - Who cares?
Some dynamics at play
Who owns my identity and where is it?
Mobile Digital Identity for Banking
What makes us different? Some of the critical components of Folio’s platform
Contents
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Digital Identity - Who cares?
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For a digital economy to function, institutions and
individuals must seamlessly integrate and transact.
Whether it is to enable an existing employee to
access resources remotely, or when onboarding
a new customer, being certain the user is who
they claim to be, is crucial. But as an industry, we
have made it very difficult to do just that. Twenty
years after we launched online banking, we still
haven’t cracked the seamless transaction vs trust
conundrum. Multiple text messages, confusing
language, passcode generators, and other
authentication methods just make it, well, difficult.
A recent study found that most people abandon
after 14m 20s – and most journeys take over 20m!
User experiences or ‘journey’s’ can be, frankly, awful
resulting in huge drop-off rates often in excess of 40%.
When trying to capture new customers, especially
new digital native customers, the cost of acquisition
is just unsustainable. Waves of e-commerce, social
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DIGITAL IDENTITY DRIVES EFFICIENCY
MANUALMANUAL / DIGITAL
MIX DIGITAL
per identity per identity per identity
£20-£30 £10-£15 £3-£5
media, and the smartphone have come and still
there is still no seamless way to prove online that
you are who you claim you are, even a real person,
are over 21, or under 12, live at that address…..
Complicating the picture, the regulatory environment
which attempts to shield us all from fraud and toxic
behaviour, has done little to oil the wheels of digital.
The relics of yesteryear are still fundamental to the
everyday in financial services… plastic forms of ID
are required to open a new account, trips to a branch
or via video call, authentication via passwords, one-
time-passcodes and plastic mini-computers! As
consumers ourselves, we produce and assert these
identity ‘facts’ over and over again, in different
formats and variations for different banks, even
different departments within the same bank.
“There is a strong business case for financial institutions to lead the development of digital identity systems [that include] opportunities to: 1)
Streamline current processes, increase automation, and reduce error and human intervention; 2) Create new revenue streams from new products and services; and 3) Stretch outside of core business and capabilities to create transformational new business models and reach new customers.”
THE WORLD ECONOMIC FORUM
Until recently this was the only way, but now Digital
Identity is becoming far more of ‘a thing’… a government
conversation, a banking conversation, a consumer
conversation. It is actually hard to imagine how an
inclusive, global digital society can properly develop
without the cornerstone of good, trusted digital identity.
Digital identity can super- charge global inclusivity
and stimulate economic growth. It enables the billion-
plus individuals who are currently financially excluded
to participate in banking, markets and government.
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Some dynamics at play
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Some dynamics at play
Customer expectations have shifted and keep us
on our toes, many studies show abandonment rates
of anything from 30-67%... that’s a lot of leakage.
Users don’t have the documentation required with
them, often are uneasy about the amount of personal
information being requested, can’t find it in their
lever arch files somewhere under the stairs, get
annoyed by the latency on the app or website, or don’t
receive the one-time-passcode quickly enough.
Consumer expectations are actually quite simple
to conceptualize, but harder to implement and
are dependent on personas and contexts.
The nature of relationships is changing. People expect
to be able to run their lives from their sofa, their
morning commute, their sun lounger. Those who don’t
offer such experiences will be forced to sit and watch
while their clients walk into the arms of more agile,
digital competitors. They’ll be gone in 60 seconds.
Unhindered by the legacy infrastructures, systems
and data issues of other banks, and more natively
focussed on new customer journeys - the challengers
have simplified their offerings, designing services with
better user experience in mind. Consumers expecting
mobile-first, slick processes and ‘always-on’ services
are starting to see some innovators deliver. In return,
they are awarded with customer loyalty and retention
as well as significantly lower onboarding costs
User demand
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IN PERSON VIDEO REMOTE ONLINE
SMARTPHONE
BIOMETRIC ENABLED
APP
Immediate Access
Round the clock
Typical processing time 10 mins (Plus travel) 10 mins 2 mins 60 seconds
Conversion SuccessMEDIUM
LOWMEDIUM HIGH HIGH
Cost HIGHHIGH
MEDIUMLOW LOW
Level of Assurance HIGH MEDIUM HIGH HIGH
Convenient Multi Factor(Passwords/ Passcodes)
Multi department/business line reuse
Passport/EMC chip enabled
Practical for ongoing authentication
(SCA)
Issue credentials and notifications
Costs to remediate/ongoing data compliance HIGH HIGH MEDIUM LOW
Post
Onb
oard
Onb
oard
ing
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New banking channels emerge, but old channels
never die!!
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Proving you are who you say you are is one
challenge, nefarious actors masquerading as
you, is another. The balance of convenience,
security and trust has rarely been found and in
a recent Experian study of business leaders,
“84% said that if they were certain about a customer’s identity, the need for fraud risk mitigation would be reduced.”
A digital identity solution should make life
significantly harder for fraudsters by raising the level
of assurance for key processes and operate more
conveniently, almost invisibly, to the mobile, digital
user. In 2018 alone the costs of account takeover
in the US alone tripled to $5.1 billion. Banks are
making life far too easy for fraudsters and the
impact on reputation cannot be underestimated.
Endless threat of fraud
New methods for identification emerge, but the
old authenticators don’t go away... Something you
have (identification document, card…) Something
you know (password or pin) are the most frequently
relied upon. Recently Something you are (voice,
fingerprints, face) has become more prominent.
How can the strongest assurance be gained
with lowest friction, across all channels,
the physical, the digital, the phygital?
How can I be sure whatever I implement wont
become obsolete within 12 months?
Complexities of interoperability
The intimacy, privacy and trust made possible by a
physical meeting has been a mainstay for banking
and capital markets firms for generations. To prove
somebodies identity, their eligibility to some product
– the face-to-face would be the default, but times
have changed with Covid-19 as people try to do
business ‘at a distance’. They are also expensive
and resource intensive which leads to bottlenecks,
and business continuity challenges. They aren’t as
effective in limiting identity fraud either, as research
shows humans are more affected by unconscious
bias and manipulation than previously expected.
The friction of beginning any trust relationship should
be minimized, but not compromised -even with
the overwhelming pressures to be ‘more digital’.
Some firms are commoditising the experience in
the chase to strip cost, but this digital-emotional
connection can’t be established if user journeys,
apps and interfaces are just retrofit to a banks ageing
processes. If the user is a victim of self-serving,
paranoid service design they will assume a more
transactional, non-loyal posture accordingly!
To summarise, digital relationships need low friction,
alongside the highest possible assurance.
Nature of relationships
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Digital identity is not yet universal, not even across
Europe, despite attempts to make it so, such as the
EU’s eIDAS regulation that aims to make schemes
interoperable across Europe. And varying cultural
attitudes to risk are a frequent stumbling block
to industry-wide, international, digital Identity.
Standards are emerging but many markets demand
their own control, their own flavours and as such
we have a patchwork quilt of credentials, schemes,
trusted authorities… but this is also changing.
“For banks to pro-actively create a new set of identity services would not be that far removed from what they are required to provide today to comply with KYC and other regulations. It would also offer a welcome opportunity to strengthen customer relationships and encourage customer loyalty at a time when other aspects of the banking business are being disrupted.”
DAVE BIRCH
Standards
The volume and frequency of data breaches is
burning a trust hole in most consumers minds. Trust
and cyber-confidence is now a real factor choosing
who to bank with, for retail consumers right up to
corporates. The smartest firms are able to turn
compliance regulations into promises, building
confidence that they are ahead of the curve.
90% of companies say business security is a competitive differentiator and can help win new customers
Regulations are enablers to some, providing
customers with more banking choices, control
and a competitive banking market that permits
third parties to access their financial data for new
services, beyond those provided directly by their
bank, like in the new Open Banking reforms called
for by the Competition and Markets Authority
(CMA). These clearly run alongside the associated
EU Payment Services Directive (PSD2) regulations.
One of the biggest changes under the terms of
PSD2 is that it will require all online transactions
over certain thresholds to be authenticated using
a Strong Customer Authentication (SCA) compliant
process. By March 2021, after an 18-month period,
the FCA expects all firms to have made the necessary
changes and undertaken the required testing to apply
and the recent Strong Customer Authentication.
And in a landmark ruling earlier this year, the EBA
ruled that sending a one-time passcode to a mobile
phone could not be used to prove both knowledge
(of the passcode) and possession (of the mobile
phone). This is a ruling that has left many within
the industry scrambling for a compliant solution.
But all is not lost! Financial institutions can, and will,
innovate with new products and services within this
ever-changing landscape and grow market share.
PSD2 will likely transform the way customers on-
board with financial services providers, forever.
Banks must now must open up their infrastructure
presenting an opportunity for to become curated
marketplaces from which their customers can easily,
and continually, access additional financial services
Digital identity is key for this.
Regulations and compliance
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of Americans want to do more to protect their
online activities and personal information
84%
don’t know how...
43%
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Who owns my identity and where is it?
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Where does the trust emerge from? Largely the same institutions that built up the authority of many generations.
Actually banks are often the most trusted institutions to provide and manage
digital identity, especially in the Nordics where the BankID scheme has been
rolled up to >85% of the population, with government schemes lagging and
social media platforms at the very bottom of the pile. Unsurprising perhaps.
Who owns my identity and where is it?
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of Americans believe it’s important for companies to give
customers control of how their personal
data is used
90%
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Over 70% of consumers aged below 35,already use biometrics to access and control their most private information. Adoption is simple and use both online and in the physical world is seamless, equally convenient, equally secure.
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The perceived convenience of Social media as an Identity gateway is counterbalanced with an understandable trust problem.
Following on from the Cambridge Analytica scandal,
associated fines and more recently the transcribing of
voice calls made through the Facebook app – the user
perception, increasingly, is that their most private data
should be kept away from the ‘GAFA’ behemoths.
Users feel their data is not safe with the big tech
elite. GAFA motivations around privacy are a murky
swamp open to interpretation by them and their
partners. Their data models have been tuned for
research and advertising and are not fit-for-purpose
to be the central control system for Identity.
And what about consumers owning their own
identity – a self sovereign model, and it stored
on the blockchain? Distributed ledger technology
has so much potential to transform complex use
cases, such as Crypto banking and Payments and
the blockchain could theoretically act as massively
federated identity data store, combining all digital
records that, in aggregate, define the digital identity.
But, the promise of a blockchain solution is immutable,
borderless and elastic is actually not as relevant to
identity management use cases as it is for others. The
immutability of blockchains is actually a risk factor.
Private information placed on a blockchain could
mean it might not be possible to remove it, ever -
possibly exposing things not meant to be exposed.
DLT will play its part, but while latency and privacy
challenges remain its isn’t the key enabler right now.
So where should this critical Identity data sit?
Smartphone penetration is already over 5Bn, 67% of global population and expected to be 95% in the next few years.
Todays smartphones are blessed with incredibly
powerful sensors, cameras and processors
that when twinned with powerful AI software
deliver a comprehensive biometric verification
capability that in seconds can deliver 99.999%+
certainty. Decentralised, yes, but on the
personal smart device, not the blockchain.
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Mobile Digital Identity for Banking
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But while all roads may lead to Rome, many
competing interests demand compromises sometimes
forcing the lowest common denominator.
Different transactions and use cases require fit-for
purpose ID processes. Many online transactions
are gated only by a social media log in. Simple for
the user, but a very low level of assurance of the
user’s identity (just something someone knows).
The other end of the scale? Bring your photo ID,
proofs of address, to an appointment at a branch
to meet with an expert member of staff.
Digital identity will replace all legacy forms of proof of identity, not overnight but in the near future. It will give banking customers more convenience and control than traditional plastic and face-to-face meetings, scale more efficiently for the institutions and vastly lower the risks for all parties.
Creating unfaltering confidence that a human
being’s actual, physical identity is represented
correctly as a precise, tamper-proof, digital
equivalent and can be verified remotely.
Enabling convenient, low friction experiences for
users to access critical services and exclusive content
from a high value ecosystem offline and online.
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One takeaway from this? As the level of assurance increases –
the cost and effort, both for the relying party and the user step
up dramatically. One goal of shifting to a digital identity paradigm
is to bring these into mutual alignment and the good news is
that this is no longer a trade-off. Great customer experiences
across a vast range of use cases and sectors can be achieved
without compromising on security, trust and other objectives.
Preferred for high threshold onboarding
Preferred for returning customers to gain access
Multi factor, Multi use, high convenience, biometric, AI
LEVEL OF ASSURANCE
USE
R F
RIC
TIO
N
SIGN IN BY FACEBOOK
High risk of customer leakage
USERNAME AND PASSWORD
2 FACTOR AUTH
ONE TIME DIGITAL ONBOARD
VIDEO ASSISTED REMOTE ID
BRING PHYSICAL ID TO BRANCH
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Based on average customer completion rates for digital/omni channel onboarding.
52%
ABANDOMENT RATE REDUCTION
(New customer drop rates)
Reduced costs as fully digital and less vendors.
>90%
REDUCED ONBOARDING COSTS(New customer drop rates)
Onboarding flows massively simplified and automated with the use of AI and biometrics.
STREAMLINECUSTOMER JOURNEY
(Efficiencies)
*Figures are provided by ORX over a 6 year period2013-2019 and are an average per bank per year.
£10M*
REDUCED FRAUD RATES
GBP
• 24x7 Operations
• Improved customer retention
• Real time remediation
• Authorise over any channel
• Improve brand and market share
• Easier mechanism to upsell new products to existing customers
ADDITIONAL UPSIDE
Benefits of Folio in Digital Banking
Speed increased from c20 mins to
3mins
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The anchor for the Folio identity is often a government issued photo ID or legal form of identity, which Folio
scans, verifies matches rigorous format and content rules, and, where appropriate, performs an online check.
Where an NFC chip is present, this is integrated automatically further tamper proofing the Folio identity.
Optimum ExperienceAll online, all digital, all mobile
Maximum AssuranceBiometrically locked and verified
Highest ProductivityAutomated and hyper efficient
Folio supports document validation against
nearly 4,000 Photo ID documents globally, and
can quickly add more
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It ensures you are PSD2 SCA compliant while providing a seamless, user-friendly, mobile
experience for digital banking. Onboarding has enormous, obvious value and Folio also
provides additional authentication service such as our own digital identity issuance,
and online authentication - integrating with existing IAM solutions where required.
Folio enables full lifecycle digital identity processing for the bank.
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Retail Banking
Confidently onboard anyone, anywhere in
the world with a valid ID document and a
smartphone. Improve the mobile experience
whilst improving customer acquisition
rates. Enhance Loan origination processes
and enable a re-think of legacy, costly and
friction based transactional workflows.
Private Wealth and Banking
Reduce drop-out rates during the customer
onboarding process whilst enhancing
the user journey. We ensure that you
remain fully compliant with regulations,
as well as performing the necessary
Facial, Liveness, and ID checks.
AML / KYC
You don’t need to compromise on user
experience to meet the identity verification
requirements of KYC and AML regulations.
Folio fully complies with 5AMLD regulations
and also complies with Strong Customer
Authentication requirements.
PSD2 SCA
Strong Customer Authentication is a
requirement of PSD2 on payment service
providers within the EEA. The requirement
ensures that electronic payments are performed
with multi-factor authentication. Folio is natively
multi factor includes biometrics and eIDV.
Trade Affirmation
Verify user IDs and validate identity prior to
affirming or finally confirming or approving
any buy/sell orders over mobile devices using
frictionless multi-factor authentication.
Credit Card Processing
Using the latest fraud detection techniques
and data integrity analytics, significantly
credit card fraud. Verify customers’ identity
documents and ensure the person holding
the card is who they say they are.
Mortgage Applications
Remove friction from the mortgage application
process by authenticating documents online
and meeting your KYC requirements.
Payments
By merging payments and a verified ID in
a comprehensive way, Folio can help solve
a number of key issues that are holding
the industry back, as well as opening
up the doors to a major new wave of
innovation. Less friction and less fraud.
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Advanced Biometrics
The users face is checked over a hundred
inspection points and matched to the ID. Without
any human bias or fatigue, there is now an
immutable bond between the present, real human
user and the verified identity document.
The user can now apply for that account, if the firm’s
policy requires more documents, she can add them,
or if the wallet contains sufficient verified documents
already – she can just ‘Tap-to-share’ and a public key-
encrypted message is sent directly to you, instantly.
Need to refresh information periodically? You can
send a notification to Folio and request updates.
Some transactions may be deemed lower risk,
others – large payments or new account opening
for example, understandably justify higher levels of
assurance. For that Folio provides a configurable
authentication rule set… just need a passcode?
OK? Thumbprint, Selfie, Moving Selfie…?
The levels of assurance are yours to control but in all cases, the simplicity, convenience and speed for the user is so much faster than traditional means.
And their privacy is entirely in their control, they
must consent to any ‘share’ request, and have
control over which attributes are shared.
Their data is theirs alone, encrypted on their smart
device and nobody can see it unless they explicitly share
at that time. Folio can’t see it, neither can the bank.
Folio is built to integrate best in class component
technologies, as well as referencing external
resources. If a better document validation technology
is established, Folio can plug it in, future proofing
our clients in a fast-moving technology space.
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9 AI driven face matching
9 24/7 operation
9 100% online
9 Multi factor authentication
9 Zero bias, no fatigue
9 1000’s of valid ID’s
Billion unique mobile users
3.5
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9 Ongoing compliance
9 NFC chip compatible
9 Onboard in 60 seconds
9 Authenticate in 1 second
9 Multi mode biometrics
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What makes us different?Some of the critical components of Folio’s platform
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What makes us different?
Some of the critical components of Folio’s platform:
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Best in class eIDV:Few identity solutions expose
their technology to the cold, hard
reality of the app store and google
play. Of the few that do, Folio has
by far the highest user ratings
(4.7 app store, 4.2 Google Play)
Frictionless:The end-user ratings evidence
that Folio delivers a seamless
user experience and that many
other app-based solutions are
letting their client banks down.
Private-by-design:Folio takes great care to ensure
this message is clearly articulated
to end users and organisations
- removing fear and uncertainty
barriers-to-adoption.
High Assurance:Folio’s combination of AI, and
proprietary IP and processes
ensure the highest level of
ID assurance any given step
and any given moment
Integrated:Folio is built to integrate best in
class component technologies,
as well as referencing external
resources, future proofing
our clients in a fast-moving
technology space.
Global Reach:Folio supports document validation
against over 3000 photo ID
documents globally, and can quickly
add other templates and rule sets
making it the most flexible solution
even for global institutions.
Re-usable:By focussing on the user, Folio
supports an end-to-end solution
design that removes KYC friction
at every interaction point. Once
onboarded, the identity building
blocks can easily be applied as
authorisation steps throughout
the customer journey.
Low maintenance:Folios RESTful API model operates
in a SaaS-based deployment
model with POP throughout
the world and conformity to all
key international regulations.
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Digital Identity - Who Cares?
W H I T E P A P E R
H E L L O @ F O L I O . I D | W W W . F O L I O . I D / T R Y F O L I O
88 Baker Street, LondonW1U 6TQ, United Kingdom
U K
2450 Colorado Avenue Suite 500Santa Monica, CA 90404
U S A
PH Level Suite 32, Suntec Tower Three,8 Temasek Blvd. Singapore 038988
S I N G A P O R E
/ C O M P A N Y / F O L I O LT D/ T R Y F O L I O
Standards, accreditations and conformity:
Active participation in international bodies:
Available hosted on major platforms: