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An Identity Crisis: Organizations Grapple With Growing Consumer Expectation for Personalization and Security Challenges

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Growing consumer expectations, the breakdown of traditional “walls” and emerging technologies have given rise to a digital identity crisis. More than ever before, identity management is at the center of cybersecurity, regulatory compliance and consumer trust, and many organizations are struggling to define digital identity both internally for the enterprise and externally for consumers. The results of a poll by Deloitte shed light on the top emerging trends and challenges shaping the evolution and management of digital identity.

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An Identity Crisis: Organizations Grapple With Growing Consumer Expectation for Personalization and Security Challenges

  1. 1. It takes two: Pairing digital identity with digital transformation Deloitte poll results from October 2019
  2. 2. It takes two: Pairing digital identity with digital transformationCopyright © 2019 Deloitte Development LLC. All rights reserved. 2 Methodology Professionals were polled online during a Deloitte webcast, titled “It takes two: Pairing digital identity with digital transformation,” on October 23, 2019. Answer rates differed by question. In some instances, immaterial amounts (e.g., +/- 0.1%) have been added to or removed from the “Don’t know/not applicable” answer responses to bring results to 100% total for each question. 2,500+ 2
  3. 3. It takes two: Pairing digital identity with digital transformationCopyright © 2019 Deloitte Development LLC. All rights reserved. 3 What main challenge may impair digital identity to enable digital transformation in your agency? 17.82% 35.36% 17.82% 14.50% 14.50% Funding/Lack of sponsorship Upgrading legacy systems Operating structure/model Lack of prioritization / alignment Talent/skills deficit Votes received: 1,582
  4. 4. It takes two: Pairing digital identity with digital transformationCopyright © 2019 Deloitte Development LLC. All rights reserved. 4 Which digital transformation initiative is currently a prioritized focus in your organization? Cloud Internet of Things Data Analytics Artifical Intelligence/Cognitive Computing 7.9% 31.1% 5.2% 31.6% Votes received: 2,460 Don’t Know / Not Applicable = 22.1%
  5. 5. It takes two: Pairing digital identity with digital transformationCopyright © 2019 Deloitte Development LLC. All rights reserved. 5 Where do you see digital identity having the greatest potential impact? Votes received: 2,589 22.90% 15.80% 20% 6.90% 8.80% 25.60% Improved service levels – combining knowledge staff with virtual assistants Cost savings – reduced call center traffic 24/7 citizen access to information – online, offline Ability for citizen to move easily online across government agencies Customizable citizen services Don't know/none of the above
  6. 6. Which of the following consumer/citizen-facing identity initiatives does your agency currently use? Votes received: 1,413 17.70% 23.40% 17.50% 27.50% 13.90% Federation / web single sign- on / Multi- Factor Authentication (MFA) General Data Protection Regulation (GDPR) enablement / privacy compliance Still developing our strategy Consumer / customer Identity and Access Management (CIAM) Privileged Identity / Privileged Access Management (PAM)
  7. 7. It takes two: Pairing digital identity with digital transformationCopyright © 2019 Deloitte Development LLC. All rights reserved. 7 Media contact Nicole Hockin Public Relations Deloitte & Touche LLP nhockin@deloitte.com Clare Milcinovic Public Relations Deloitte Services LP cmilcinovic@deloitte.com Full press release available on Deloitte.com 8
  8. 8. About Deloitte Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee (“DTTL”), its network of member firms, and their related entities. DTTL and each of its member firms are legally separate and independent entities. DTTL (also referred to as “Deloitte Global”) does not provide services to clients. In the United States, Deloitte refers to one or more of the US member firms of DTTL, their related entities that operate using the “Deloitte” name in the United States and their respective affiliates. Certain services may not be available to attest clients under the rules and regulations of public accounting. Please see www.deloitte.com/about to learn more about our global network of member firms. Copyright © 2019 Deloitte Development LLC. All rights reserved. The statements in this report reflect the aggregation of poll responses and are not intended to reflect facts or opinions of any entities. All data, charts and statistics referenced and presented, as well as the representations made and opinions expressed, unless specifically described otherwise, pertain only to the participants and their responses to the Deloitte poll. The information obtained during the poll was taken “as is” and was not validated or confirmed by Deloitte. This presentation contains general information only and Deloitte is not, by means of this presentation, rendering accounting, business, financial, investment, legal, tax, or other professional advice or services. This presentation is not a substitute for such professional advice or services, nor should it be used as a basis for any decision or action that may affect your business. Before making any decision or taking any action that may affect your business, you should consult a qualified professional advisor. Deloitte shall not be responsible for any loss sustained by any person who relies on this presentation.

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