WHITEPAPER 4 THINGS TO MAKE YOUR eID PROJECT A SUCCESS

ESTONIA US UAE HOW TO CREATE A SUCCESSFUL ELECTRONIC ID?

In the competitive world of the Internet of Things, authenticate and sign documents digitally, and the demand for a fully functioning electronic it is in your power to offer them the means to do identity has become more pressing than ever. so. As more and more people have access to the internet, and the need for electronic identity The transformation to a fully digital society grows exponentially, it is crucial to adopt a is a difficult journey that requires strategy, proactive approach. regulatory changes and processes supported by technology. We know that this is a huge Your citizens or your clients are expecting to challenge. In this white paper, we show you four communicate with the state or do business via things you should consider before starting your electronic channels. Users have to be able to way towards a fully functional electronic identity.

ESTONIA’S eID TIMELINE 4 THINGS TO MAKE YOUR e ID PROJECT A SUCCESS

WHY DO YOU NEED ELECTRONIC IDENTITY (eID)?

To deliver personalized and cost effective services, Nortal has played a key role in developing and governments worldwide are faced with the providing the eID system based on chip-cards (ID challenge to meet an increasing need for seamless cards), SIM based MobileID and the mobile application personal services. The cornerstone of a successful Smart-ID that is not connected to a physical chip. e-government is an infrastructure that manages electronic identity and digital signatures. This Over the last decade, we have helped to build and infrastructure should be set up in relation to public and modify existing eID solutions and integrate them to private business goals and strategies. provide services. We have contributed significantly into making eID a natural part of the e-government Today, people want to be able to sign documents infrastructure. digitally or participate in elections without even leaving the comfort of their homes. Without a strong Nortal supports all aspects necessary for the and trusted eID, these services are impossible. successful implementation of electronic identity, Implementing electronic identities and a digital whether this involves eID infrastructure, trust signature service is a complex task involving many services, digital signatures, authentication solutions, stakeholders. By 2021, 92% of ID cards issued establishing policy, supporting the legal environment worldwide will carry the functions of electronic or nationwide eGovernance. identity. HAVE THE COURAGE TO DIGITALIZE CRITICAL GOVERNMENT SERVICES

The next generation, Generation Z, born between E-services can help tackle this challenge, but to get to 1995 and 2010, account for more than a quarter of a fully functional digital government, a shift in mindset the world’s population. These people are now entering is needed. eID is the cornerstone to achieving a more the workforce and becoming taxpayers. According transparent society where the government is a service to a Gartner anaylsis, they are less inclined to trust provider, but the real societal change comes from companies and brands, they expect to be heard and making living easier by creating seamless and easy involved, and often seek out employers and brands ways to communicate with the government. that offer authentic and transparent experiences. Implementing a strong and widely accepted The generation before them, the Millennials or electronic identity sends a powerful message from Generation Y, is not so different in these respects. Born the government that citizens and their time are highly between 1980 and 1995, they account for another valued. Not queuing in government offices for hours quarter in the global population. Like Generation Z, allows people to get on with their daily lives and create they also increasingly expect their governments to more value for society. As digital transformation offer authentic transparent experiences, and treat requires time and patience, it’s crucial to map out the them as valued customers. first services that will create the most impact.

4 MIN ILLUSTRATIVE STORY INCOME TAX SEAMLESS E-SERVICES MAKE PEOPLE HAPPIER DECLARATION Mark (32) is an accountant using MobileID in Estonia every day – he has to file taxes for his clients, make bank transfers and use several government databases frequently. Thanks to e-services he can take on more clients as there is very little red tape.

Just a few months ago a chunk of his working hours were freed up after the Estonian Tax and Customs Board launched a solution enabling businesses to pay taxes without any actual contact with the Tax Board themselves. Mark now just has to categorize an online bank transfer as salary and the rest will be taken care of.

Mark also recently became a father. He expected the bureaucracy to be a nightmare. “I thought I’d have to take time off from work to go to a government office with my wife and new born baby, and queue there for hours,” he says. “But I was surprised to find out that I could just use my eID to log into a government information system to register the name we’ve chosen for our baby girl.”

Both Mark and his wife signed the application to name their daughter Diana online, using their mobile phones. “It was so smooth! It took us about the same time it does to file my income tax claim – about 4 minutes,” Mark says. “I’ve lived in other countries before and bureaucracy has been a nightmare. I’m so happy that’s not the case everywhere.” 4 THINGS TO MAKE YOUR e ID PROJECT A SUCCESS

LASTING SOCIETAL CHANGE STARTS WITH STRATEGY

It is crucial to understand that the transformation to a strong eID that is acknowledged by several stakeholders is not something that happens overnight. ILLUSTRATIVE STORY By focusing on strategy and vision first, you can PAPERLESS DUBAI 2021, significantly reduce the time and effort needed to go WITH NORTAL’S HELP through with this reform.

Every meaningful change starts with a strategy and a Dubai is on its way to having a truly paperless government within just a few vision that states where you want to be. It’s important years. Nortal is proud to have helped to answer questions such as why do you need eID in the Dubai government establish this the first place and what exactly will people, the users, groundbreaking vision and policy. gain from it. With its vast experience in creating Technological innovations have made our lives more Estonia’s digital disruption, Nortal assisted the Dubai government in complicated than they have ever been, meaning setting up the vision and road-map that people are much busier than they were even for a next-generation electronic ten years ago. This has brought about a shift in how identity and signature solution, key organizations see and treat their end users. pillars in achieving the goal of making government absolutely paperless. Competition between enterprises is fiercer than ever By 2021, all public services in Dubai and the same applies to countries – it is clear that will be available through electronic when international investors are thinking about where channels around the clock, and the 24/7 to bring their next big adventure, they consider very Dubai government will work 24/7 and ACCESS TO PUBLIC carefully how easy it is communicate with the state 365 days a year. There will be no need SERVICES and how the government treats tax payers. to visit government service centers BY 2021 in person; users receive the results and documentation of services in All this needs to be thought through when you electronic form on mobile devices. formulate a strategy for building and implementing eID. Once you have the strategy, it is also important A government issued strong to have a plan for how you will go through with the authentication service will also be change. Change management is one of the crucial available to private companies, components in achieving lasting societal change. allowing them to authenticate and digitally sign transactions with their What services does the organization have to establish, clients. Dubai’s future eID will be based what existing processes are you transitioning into new on a cutting-edge tech solution that processes, what information exchange is necessary uses mobile and SIM card independent with other organizations and society, are a few of the cryptography technologies. questions to be answered before going digital. It will be easy to use in desktop and mobile environments for both It is important to remember that changes in policy authentication and signing documents and processes should also be communicated to the digitally. A similar eID service is already broader public in a way that everyone can understand available in Estonia. and relate to. Planning the communication should already start during policy drafting. DON’T MAKE ENEMIES WITH THE PRIVATE SECTOR

Just creating the infrastructure for eID is not This allowed banks to save on the cost of running enough. People will only start seeing the value their own sophisticated eID scheme and rely on and using their eID if there are services and the identities confirmed by the government – as policies to support it. Private e-services get the they do in the physical world. Today, government most out of the value of the system – this means provided electronic identity is a widely used means for that getting the private sector onboard is of key authenticating loyal customers in the private sector, importance. be it telecoms or retail.

In Estonia, banks were a great help in promoting Nortal’s analysts have the expertise to assist you in electronic identity. They saw it as a great way to have building an infrastructure that makes it comfortable a secure and trusted way to authenticate people who and easy to use eIDs – that includes among others wanted to use their services online. For them, it was training and support for developers. We can also help also a great way to get customers to sign transactions create bridges between the public and private sectors digitally as an additional security measure. to create additional services and incentives for the private sector to get on board. 20% OF PEOPLE IN THE BALTICS ARE USING SMART-ID ILLUSTRATIVE STORY BANKS CAN CREATE A REVOLUTION

It is evident that although eID is mostly chip-based today, the trend is towards mobility. In some cases, eIDs have already started using cutting-edge technology that uses independent SIM card cryptography solutions that divide private keys between mobile phone and server.

In the Baltic states, for example, Smart-ID became a success story immediately. The solution was first introduced at the beginning of 2017, and within a few months it had almost 500,000 users.

The solution was created with local banks that wanted to encourage people to start using more secure methods of authentication when using banking services online.

The user just needs a smartphone and a mobile application. Before starting to use the system, the users are identified through other means (such as chip-based ID cards or tellers in banks).

After that, people can use their cellular phones to securely access e-services and sign documents digitally without requiring a card reader or any special SIM card. 4 THINGS TO MAKE YOUR e ID PROJECT A SUCCESS

TECHNOLOGY IS JUST A SMALL PIECE OF THE JIGSAW

Technology is definitely an important part of building and implementing a successful eID, but to be quite honest, tech is just a small part of it all.

Only a few of all the large-scale transformation projects are successful. Those projects are successful because they are not run as “yet another IT project”. Instead, there’s a holistic approach where all parties know that before you start coding, you need to have a clear vision of where you want to go, a strategy to achieve this, a plan to manage change and communicate it to the public.

We estimate that creating the most suitable technology for eID makes up only about 20% of the project. For a successful eID, different tech solutions can be used, depending on what the client sees as a successful eID. Together, we can find a solution that best suits your users’ needs.

HOW DO WE DO THIS?

LEGAL TECHNOLOGICAL SERVICES HUMAN BEHAVIOR INFRASTRUCTURE INFRASTRUCTURE AND INCLUSION

acceptance and secure device and eID usage and awareness, trust and trust infrastructure convenience incentives

For Nortal, the successful implementation of infrastructure. A separate team can focus on the any eID reform depends on the balanced and on-board program and communication strategy systematic development of four pillars. When for how to establish the general public’s trust in strategy and vision are in place, a legal framework eID. Nortal’s top specialists support our clients for eID has to be set up. At the same time, we through all the stages of this transformation in can already start working on the technological becoming a digital society. READ MORE: nortal.com

KALEVI TAMMISTU eID Account Manager, Nortal Global [email protected]