WorldReach included in Biometrics Institute COVID-19 Response Report 2021
May 12, 2021 | Source: WorldReach
WorldReach Software, an Entrust Company, is a key technology supplier featured in Biometrics Institute’s latest Report: COVID-19: Effective and responsible biometrics solutions and concepts – one year into the pandemic.
For the 2021 updated Report, the Biometric Institute asked its members to address the critical questions organizations are still facing as a result of the pandemic and to explain how their solutions are effective. WorldReach chose to focus on lessons learned from successful, uninterrupted digital onboarding programs, and the new customer experience expectations that are here to stay.
Digital Onboarding After the Pandemic: A Checklist for Success
As vaccination programs expand and COVID-19 cases drop, thoughts are turning to life after the pandemic. What will our new normal look like? What have we learned and what changes will persist?
One safe bet is that citizens will demand and expect remote, digital onboarding into both government and commercial services. The public appetite for sitting in waiting rooms and handing over paper documents – already waning before the pandemic – has gone forever. The post-COVID citizen knows that digital options are available, and expects service providers to offer them.
But this is about much more than buying some shiny new tech. To make a success of digital onboarding, service providers need to focus on the whole end-to-end process and the customer experience. For both government and commercial services, this is the only way to derive best value from digitization.
In the financial industry, the abandonment rate for digital onboarding is reported to be 63% (Signicat, The Battle to Onboard 2020 – The impact of Covid-19 and beyond). By comparison, in our work in government services, WorldReach has a successful user completion rate of over 90%. Why the stark difference?
At WorldReach, we are able to monitor telemetry data from ongoing usage (over 5 million transactions and counting), identifying opportunities for continuous improvement and examining the impact of subtle changes to see their results on the ground. As a result, we have developed a clear view about what works.
The diagram below summarizes our checklist for success: four key Customer Value Drivers that all service providers should consider when planning a move into digital onboarding and services.
Customer Value Drivers
We believe these four Customer Value Drivers can help agencies assess the impact of proposed designs, technology and user experience for each element of identity verification and digital onboarding:
- Achieving high user completion rates above industry norms: A service provider should offer high incentive or value to the end user to try the digital process. Once the end user decides to opt in to the digital channel, there should be a very high success rate of completing the process. This requires a logical workflow, clear user guidance, easy to use technology, and process innovation to ensure a good user experience. If these elements are all in place, service providers will minimize rates of abandonment, which provides no customer value and often creates a disincentive for others who may follow.
- Achieving a high identity assurance level: This includes the level of verification of the e-chipped document and use of its secure facial images as a biometric reference, without having to gain access to a central database from the issuing authority. Many identity verification services rely primarily on optical scans/images of an ID document, with inherent security weaknesses for the verification process. It is difficult to obtain consistently high-quality facial images from a scanned or photographed document at the same level as a chip-stored biometric. This can cause repeated customer attempts, leading to abandonment and/or a low-quality image for the reference photograph. This, in turn, can lead to more attempts at manual confirmation. There is also a need to ensure the facial image meets appropriate criteria for 1:1 facial matching that is sensitive to the circumstances of the user. Liveness (or genuine presence) is a further example of the recommended security measures, along with corroborating information needed to achieve high identity assurance (e.g. see UK Good Practice Guide 45).
- Achieving minimized manual review/intervention: The degree of success achieved on the above issues will greatly affect the ability to meet a threshold for automatic processing and so allow minimal manual human review and acceptance. Manual review, if used routinely, will slow the process to the point where end users may abandon and so will not be easily scalable or cost effective. There will always be instances where manual adjudication and approval is deemed necessary, such as suspected fraudulent activity, or other circumstances where it is not possible to meet typical criteria for an automated review. The key is to ensure these cases are the exception and not the rule.
- Delivering high cost effectiveness: This requires an end-to-end focus on doing it right the first time, rather than incurring unsuccessful attempts to launch, which tends to create bad reviews and user skepticism. It’s important for service providers to choose technology companies with significant experience of similar deployments at high volumes, in order to benefit from lessons learned elsewhere. A poor rate of completion, low identity assurance results or high manual interventions can contribute to poor overall cost effectiveness, even if most technical components are individually running well.
What works in a demo version or early prototype is not necessarily the same as a service that is scalable to millions of people and able to deliver high completion rates to a high level of assurance, meeting customer’s goals. There is considerable complexity behind a large-scale production implementation that can run on global ePassports or citizen eIDs across their multiple generations, plus the wide range of smart phone models and operating systems in use by the general public.
Any agency or company looking to move into digital onboarding should carefully consider not just the tech but the totality of the business processes changes that are required for success.
Download the Report here.