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Electronic Identity (eID)
Shailesh Grover, Managing Director Research & Development
Client and Customer Experience
PERSONAL & CORPORATE BANKING, BARCLAYS | 19 November 2014
eID: a key to business growth and innovation, Brussels
Agenda
Page 2 | eID: a key to business growth and innovation, Brussels | November 2014
What does ‘Identity’ currently mean?4
Ø  Current identity landscape
Ø  Current European initiatives
What is the future of ‘identity’?5
Ø  Proposed future landscape for identity
Ø  Change in how identity will be utilised throughout
Europe
What will the future look like?6
Ø  Impact on customer experience within a Banking
environment
Ø  Changes to the identity authentication process
What is needed to make this a reality8
Ø  Deliverables needed to make tomorrow a reality
Introduction3
Ø  Barclays background
Ø  Identity context
Our Purpose: Helping
people achieve
their ambitions – 
in the right way
Innovation Highlights
-  Digital Eagles
-  SmartCall
-  PingIT
-  Mobile Cheque
-  Finger Vein
-  Voice Biometrics
-  Instant Lending
-  CloudIT
-  TrackIT
-  SmartSpend
-  Barclays
Accelerators
Barclays is more than just a financial institution
“Best use of Technology in Customer Service” Award, 2014
“Best customer and user experience” Award, 2013
“Financial World Innovation” Award, 2012
With a history within UK Financial Services that spans more
than 300 years, Barclays is currently the second largest bank
within the UK
However it is more than just a bank, but an organisation
which delivers market ‘firsts’ and nurtures innovation in
everything it does, exemplified by the various awards the FI
has won
Page 3 | eID: a key to business growth and innovation, Brussels | November 2014
Identity plays a key
role in every
individuals’ life,
without it we do not
exist within the
physical or digital
world
At present, individuals
hold three different
types of identities;
play, work and life
What does ‘Identity’ currently mean?
Service Provider
Consumer
“Three identities, three personae”
Page 4 | eID: a key to business growth and innovation, Brussels | November 2014
e-ID
PLAY
Better transference of real-world rights into a
digital world eg. Child protection
WORK
More flexible and
adaptable work ‘ID’s
better fit with our more
diverse economic lives –
Bring Your Own ID to
Work
LIFE
Reduced costs in time,
and effort, increased
access to relevant public
services dependent on
who the citizen is rather
than where they are
living
The future will hold
greater customer
centricity and
control, through
holding one identity
which will address all
three personae
Through creating a
higher assured
identity, consumers
will see a shift in
control whereby
service providers
need to prove their
identity
What is the future of ‘identity’?
Service Provider Consumer
“One identity, three personae”
Page 5 | eID: a key to business growth and innovation, Brussels | November 2014
With the
implementation of a
single ID which works
across various
personae, the impact
on a customer’s
journey and
experience will be
vast
Today vs. Tomorrow
Only 25% of your time
with the financial
advisor is spent
discussing your
financial needs
ü 1 Form of approved
Identification
ü 1 copy of your proof
of Address
ü 1 copy of your proof
of earnings
1 hour appointment
with your financial
advisor
1 finger, already
to hand…
25 minute
appointment with
your financial advisor
95% of your
appointment is spent
discussing your
financial needs
Page 6 | eID: a key to business growth and innovation, Brussels | November 2014
The future of ID
verification and
authentication will
also see a power shift
of control from the
service provider to
the consumer
Today vs. Tomorrow
ü  1 Form of approved
Identification
ü  1 copy of your bank
statement
ü  1 copy of your proof of
earnings
ü  1 Form of approved
Identification
ü  1 copy of your bank
statement
ü  1 copy of your proof of
earnings
ü  1 Form of approved
Identification
ü  1 copy of your bank
statement
ü  1 copy of your proof of
earnings
HOUSE NOS.1
HOUSE NOS.2
HOUSE NOS.3
Central, authorised ID
depository
“CloudIt”
HOUSE NOS.1
HOUSE NOS.2
HOUSE NOS.3
Page 7 | eID: a key to business growth and innovation, Brussels | November 2014
To make tomorrow a
reality, key changes
need to take place
across Europe to
create a truly
frictionless
experience for
consumers and
service providers
The future of identity
The levers to making this a reality
Alignment of regulation and legislation around Identity and Verification
processes (ID&V)
Across
border (more
STORK)
Across life
spheres
(Work, Life
and Play)
a b
From 1 Person many ID’s to 1 ID many Personae
From supplier-centric to customer centric
From Physical / Logical separation to mobile ID in the physical and digital
realms
1,
2,
3,
Page 8 | eID: a key to business growth and innovation, Brussels | November 2014
Thank you
shailesh.grover@barclays.com
http://twitter.com/sgr0ver
Page 9 | eID: a key to business growth and innovation, Brussels | November 2014

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electronic_Identity

  • 1. Electronic Identity (eID) Shailesh Grover, Managing Director Research & Development Client and Customer Experience PERSONAL & CORPORATE BANKING, BARCLAYS | 19 November 2014 eID: a key to business growth and innovation, Brussels
  • 2. Agenda Page 2 | eID: a key to business growth and innovation, Brussels | November 2014 What does ‘Identity’ currently mean?4 Ø  Current identity landscape Ø  Current European initiatives What is the future of ‘identity’?5 Ø  Proposed future landscape for identity Ø  Change in how identity will be utilised throughout Europe What will the future look like?6 Ø  Impact on customer experience within a Banking environment Ø  Changes to the identity authentication process What is needed to make this a reality8 Ø  Deliverables needed to make tomorrow a reality Introduction3 Ø  Barclays background Ø  Identity context
  • 3. Our Purpose: Helping people achieve their ambitions –  in the right way Innovation Highlights -  Digital Eagles -  SmartCall -  PingIT -  Mobile Cheque -  Finger Vein -  Voice Biometrics -  Instant Lending -  CloudIT -  TrackIT -  SmartSpend -  Barclays Accelerators Barclays is more than just a financial institution “Best use of Technology in Customer Service” Award, 2014 “Best customer and user experience” Award, 2013 “Financial World Innovation” Award, 2012 With a history within UK Financial Services that spans more than 300 years, Barclays is currently the second largest bank within the UK However it is more than just a bank, but an organisation which delivers market ‘firsts’ and nurtures innovation in everything it does, exemplified by the various awards the FI has won Page 3 | eID: a key to business growth and innovation, Brussels | November 2014
  • 4. Identity plays a key role in every individuals’ life, without it we do not exist within the physical or digital world At present, individuals hold three different types of identities; play, work and life What does ‘Identity’ currently mean? Service Provider Consumer “Three identities, three personae” Page 4 | eID: a key to business growth and innovation, Brussels | November 2014
  • 5. e-ID PLAY Better transference of real-world rights into a digital world eg. Child protection WORK More flexible and adaptable work ‘ID’s better fit with our more diverse economic lives – Bring Your Own ID to Work LIFE Reduced costs in time, and effort, increased access to relevant public services dependent on who the citizen is rather than where they are living The future will hold greater customer centricity and control, through holding one identity which will address all three personae Through creating a higher assured identity, consumers will see a shift in control whereby service providers need to prove their identity What is the future of ‘identity’? Service Provider Consumer “One identity, three personae” Page 5 | eID: a key to business growth and innovation, Brussels | November 2014
  • 6. With the implementation of a single ID which works across various personae, the impact on a customer’s journey and experience will be vast Today vs. Tomorrow Only 25% of your time with the financial advisor is spent discussing your financial needs ü 1 Form of approved Identification ü 1 copy of your proof of Address ü 1 copy of your proof of earnings 1 hour appointment with your financial advisor 1 finger, already to hand… 25 minute appointment with your financial advisor 95% of your appointment is spent discussing your financial needs Page 6 | eID: a key to business growth and innovation, Brussels | November 2014
  • 7. The future of ID verification and authentication will also see a power shift of control from the service provider to the consumer Today vs. Tomorrow ü  1 Form of approved Identification ü  1 copy of your bank statement ü  1 copy of your proof of earnings ü  1 Form of approved Identification ü  1 copy of your bank statement ü  1 copy of your proof of earnings ü  1 Form of approved Identification ü  1 copy of your bank statement ü  1 copy of your proof of earnings HOUSE NOS.1 HOUSE NOS.2 HOUSE NOS.3 Central, authorised ID depository “CloudIt” HOUSE NOS.1 HOUSE NOS.2 HOUSE NOS.3 Page 7 | eID: a key to business growth and innovation, Brussels | November 2014
  • 8. To make tomorrow a reality, key changes need to take place across Europe to create a truly frictionless experience for consumers and service providers The future of identity The levers to making this a reality Alignment of regulation and legislation around Identity and Verification processes (ID&V) Across border (more STORK) Across life spheres (Work, Life and Play) a b From 1 Person many ID’s to 1 ID many Personae From supplier-centric to customer centric From Physical / Logical separation to mobile ID in the physical and digital realms 1, 2, 3, Page 8 | eID: a key to business growth and innovation, Brussels | November 2014
  • 9. Thank you shailesh.grover@barclays.com http://twitter.com/sgr0ver Page 9 | eID: a key to business growth and innovation, Brussels | November 2014