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eSignatures: The lynchpin for Digitisation
- 1. eSignatures: The lynchpin forDigitisation Balancing compliance and user experience
- 2. See what’s insidea digital signature
- 3. Agreements are Everywhere Sales ▪ SalesOrder Processing ▪ Customer Account Provisioning ▪ Special Deal Terms ▪ Referral Agreements ▪ Partner Agreements ▪ Reseller Agreements ▪ Sales Support ▪ Loan Documents ▪ Support Agreements & Renewals ▪ Commission Forms ▪ Upgrade Application ▪ Downgrade Agreement Marketing ▪ Event Registration ▪ Customer Communication Approvals ▪ Mass Mailing/Email Approval ▪ Event Vendor Agreements ▪ Rebate Agreements ▪ Sponsorship Agreements ▪ Promotion Agreements ▪ Advertising Contracts ▪ Press Release Approvals ▪ Brand Licensing Agreements ▪ Media Plan Sign-off Services ▪ Account Change ▪ Service/Work Orders ▪ Terms Change ▪ Self-Service Requests ▪ Compliance ▪ Field Service ▪ New Policy Applications ▪ Policy Cancellations / Suspensions ▪ Independents Agency Licensing ▪ EFT Authorization Human Resources ▪ Offer Letters ▪ New hire paperwork ▪ Candidate NDA ▪ On/Off-boarding checklist ▪ Employee Policy Distribution & Signature ▪ Contract Agreements ▪ Non-disclosure ▪ PTO Management ▪ Performance Appraisal ▪ Background Checks ▪ Leave Forms ▪ Grievance Forms ▪ Letter of warning Form Finance ▪ Invoice Processing ▪ Expense Processing ▪ Capitalisation Management ▪ Audit Sign-off ▪ Policy Management ▪ Inventory sign-off ▪ Asset Transfer/Retirement ▪ Grant Applications ▪ Sales & Use Tax return ▪ Consumer Account opening ▪ Deposit products IT/Operations ▪ Asset tracking ▪ Change requests ▪ Requirements Sign-off ▪ Access Management ▪ Incident Reporting ▪ Production Change Authorisation ▪ Maintenance Authorisation ▪ Authorisation ▪ Real Estate Approval ▪ Project Budget Approvals ▪ Asset Purchase Form ▪ Software Purchase Form Legal ▪ NDA’s ▪ Contract Management ▪ Internal Compliance ▪ IP Licensing ▪ Patent Applications ▪ Board minutes ▪ Affidavits ▪ Summons ▪ Engagement Letters ▪ Memoranda of Understanding ▪ Change of Ownership ▪ Share Purchase Facilities ▪ Front Desk Sign-in ▪ Work Orders ▪ Lease Agreements ▪ Move In/Out Requests ▪ Parking Permits ▪ Building Maintenance ▪ Construction CAD Drawings ▪ Equipment Load Agreements ▪ Change Justification Forms ▪ Building Permits ▪ Change Orders Product Management ▪ Change Management ▪ Release Management ▪ Code Review Reporting ▪ Requirements Acceptance ▪ Release Scope Commitment ▪ Policy Approval ▪ SDK Agreements ▪ Developer Program Enrolment ▪ Product Development Methods ▪ New Product Evaluation ▪ New Offering Announcement Procurement ▪ Purchase Order ▪ Statement of Work ▪ Master Services Agreement ▪ RFP Sign-Off ▪ Supplier Compliance ▪ Service Level Agreements ▪ Termination Letters ▪ Software Licence Agreements ▪ Rate Cards ▪ Invoice Processing ▪ Subcontractor Agreements ▪ Vendor Contracts
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- 5. Digitizing from thefirst interaction eSignatures allow processes that are usually paper based to be digitized from the start
- 6. Banking Relevant LegislationCases Banking compliance spans several pieces of RSA legislation The National Credit Act describes which particulars need to be included on every credit agreement. Section 2. (3) If a provision of this Act requires a document to be signed or initialled by a party (a) (a) an advanced electronic signature, as defined in the Electronic Communications Act, 2002 (Act No. 25 of 2002); or (b) (b) an electronic signature as defined in the Electronic Communications Act, 2002 (Act No. 25 of 2002), provided that- (a) (i) the electronic signature is applied by each party in the physical presence of the other party or an agent of the party; and (b) (ii) the credit provider must take reasonable measures to prevent the use of the consumer’s electronic signature for any purpose other than the signing or initialling of the particular document that the consumer intended to sign or initial. Advanced Electronic Signatures are defined in the Electronic Communications and Transactions Act, 2002 (Act No. 25 of 2002) as: • An electronic signature which results from a process which has been accredited by the Accreditation Authority. Section 37 and 38 of the Act stipulate the criteria for accreditation: (Section 38.1) - The electronic signature: • is uniquely linked to the signer; • is capable of identifying the signer; • is created under a means that can be maintained under the sole control of the signer; • will be linked to the data or data message to which it relates in such a manner that any subsequent change of data or data message is detectable; *Advanced Electronic Signature is the South African equivalent to QES
- 7. Your Obligations What doyou need to do to be compliant
- 8. The role ofevidence in regulatory compliance • Currently it is costly, companies are forced to push the costs on to customers • Without digitisation it is nearly impossible to get compliance right • Paper based processed are disparate and haphazard, with incomplete information • Digital footprints and fingerprints allow for the capture of evidence and proof required to prove compliance • Auditable and tracked processes stored in digital documents reduce opportunities for abuse and fraud
- 9. Consent & Agreement Theintersection of privacy and proof of intent • Always keep a record of any consent, agreement or notification • Don’t use consent where you should use a contract • Don’t notify where you should get consent, always notify of data processing activities • Do provide a closed loop process where agreements cannot be altered • Do track signatory’s interactions with the agreement to prove intent
- 10. Contracting parties &Identity Compliance and trust require that all parties are identified • Both or all parties to a contract must be identifiable, during and after the signing ceremony for the contract to be valid • Do ensure that the agreement is only available to the intended signatory • Layer controls to ensure that only the signatory can access and apply their signature
- 11. Restrict alteration aftersigning Technical controls must be in place to ensure integrity • Ensure that documents are stored in an immutable format, like PDF • Digitally sign on completed documents to prevent tampering • Highlight any attempts at tampers after signing • Provide technical proof of a document original - • Annotations made during signing • Signing workflow
- 12. Provide proof ofcompliance Proof of compliance is required from the sending party • Understand consent requirements within existing processes and solutions • Create secure consent, agreement and approval processes that do not allow for unintended intervention or alteration • Provide technical proof of the signing process, workflow and signatory interactions • Make technical audit trails easily understood through a Chain of Custody Certificate m
- 13. Your Opportunities Getting itright from the start to prevent opportunities for fraud and abuse
- 14. Maximizing the valueof a single interaction eSignatures allow single touch interactions to enable multiple digital processes
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- 16. Return on digitisation Afew of the things we’ve seen our customers achieve • Improved process & regulatory compliance • Entire company secretarial functions digitised • Governance, Risk & Compliance function digitised • Time savings through efficiencies • Requirement for printing eliminated • Signed documents returned within hours or days • Operational processes reduced from weeks to hours • Reduced costs • Paper & printing – Sh23.3mil a month in a single division of Absa Bank • Administration staff redeployed into skilled roles • Rapid implementation • 2 – 3 weeks integrated deployment at many large customers • Instant adoption on internal use • Phased embedding into own infrastructure & environment
- 17. Prevent fraud beforeit starts Learn from our customers experience Certainty of identity & non-repudiable contracting Propensity for fraud, credit checks, medical aid & bank account verification Automation, auditability, AI driven processing & voice lie detection Manual validation, fraud investigation & evidence for prosecution
- 18. Our Platform Accredited, Secure,Embedded & Everywhere you work
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- 20. WebTrust Assurance The WebTrustprogram is based on the following Trust Services Principles and Criteria Security The system is protected against unauthorized access (both physical and logical). Availability The system is available for operation and use as committed or agreed. Processing Integrity System processing is complete, accurate, timely, and authorized. Online Privacy Personal information obtained as a result of e-commerce is collected, used, disclosed, and retained as committed or agreed. Confidentiality Information designated as confidential is protected as committed or agreed.
- 21. WebTrust Assurance Standards andsecurity control framework 3rd Party Annual Audit • KPMG independent audit against global framework • Auditors are granted the right to conduct the audit • Evaluate controls for effectiveness, and then evaluate actual adherence to controls Controls evaluated • Physical & Logical security • Availability & Business continuity • Incident management • System development & practices • Risk management practices • Asset classification & management • Access management & Personnel security Standards • ISO - International Organization for Standardization • ETSI - European Telecommunications Standards Institute • ANSI - American National Standards Institute • CAB Forum – Certificate Authority/Browser Forum
- 22. Layering security forcertainty
- 23. Plugins and Connectors Embeddedand connected with subject matter experts Microsoft Ecosystem • Word • Excel • Outlook • SharePoint • One Drive • Adobe Process Management • Sybrin Onboarding • AppWorks • Oracle • Salesforce • SAP • XDS • Striata Document Management • Sybrin Nitro • OpenText • OnBase • DocFusion
- 24. Our Experience Our customerssuccess
- 25. USSD Deferred Signing CASE STUDY: Drivingdigital signing at Absa with
- 26. References APIs form thecore of their data security overhaul • API integrations implemented by their own developers across their internal systems of record • Signing capability extended to broker network for contract consolidation • Reduced costs • Infrastructure has replaced multiple disparate manual processes • Bulk sending capability extending cyber security into marketing operations SAP integration for financial statements and world first electronic scripting • Integrated to SAP to enable the distribution and signing of monthly financial statements across every hospital – saving weeks and avoiding fines • Internal signoffs for supplier documents and timesheets • eScripting solution that’s boosting medicine sales, reducing prescription fraud and supporting no-touch initiatives during covid Remote signing in 10 days during lockdown • Dashboard signing set-up within 10 days during lockdown • Enabling Assupol’s future state digitization initiative where all client documentation will be signed via Impression • API integrations implemented by their own developers across their internal systems of record • Integrated into contract management system • Remote customer onboarding with biometric and multifactor onboarding Use holistic solution to kick start digital transformation • Real time USSD signing for Call Centre initiated contracts signature pad signing in branch • Dashboard signing for relationship banking • Dashboard access for internal daily operations • API triggered contracts across the business • API integrations implemented by their own developers across their internal systems of record Interface between disability grant recipients and doctors • USSD enabled signing of disability grant applications by doctors • Dashboard signing integrated and rolled out in 10 days • Further enabling digital document management across the organisation
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