Erste Maestro PayPass Display Card. First in the world. Igor Strejček Head of Multichannel Management Division CEESCA, 16/ - PDF

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Erste Maestro PayPass Display Card First in the world Igor Strejček Head of Multichannel Management Division CEESCA, 16/ Agenda Erste&Steiermärkische Bank a brief overview Reasons for change

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Erste Maestro PayPass Display Card First in the world Igor Strejček Head of Multichannel Management Division CEESCA, 16/ Agenda Erste&Steiermärkische Bank a brief overview Reasons for change Old authentication method and its weaknesses ekey Project New authentication, partners, implementation Lessons learned 2 In 2000 Erste&Steiermärkische Bank became a member of Erste Group 3 Today Serves more than clients Employs around people Operates 133 branches Has network of around 620 ATM s Ranks Nr. 3 by total assets 4 Our Multichannel Services Erste NetBanking ( users) Erste mbanking ( users) Erste FonBanking ( users) Erste FonStart Erste NetPay Erste SMS Erste Kiosk 5 Our Multichannel Services Erste NetBanking ( users) Erste mbanking ( users) Erste FonBanking ( users) Erste FonStart Erste NetPay Erste SMS Erste Kiosk 6 Our Multichannel Services Erste NetBanking ( users) Erste mbanking ( users) Erste FonBanking ( users) Erste FonStart Erste NetPay Erste SMS Erste Kiosk 7 Our Multichannel Services Erste NetBanking ( users) Erste mbanking ( users) Erste FonBanking ( users) Erste FonStart Erste NetPay Erste SMS Erste Kiosk 8 Reasons for change NetBanking service was introduced in 2002 with user authentication method consisting of: USERNAME + PASSWORD + TAN CARD (grid with 32 8-digit numbers) 9 According to customer satisfaction surveys users were very satisfied with simplicity and mobility of the TAN table. 10 We wanted to find a new, more secure method that would keep these two key features. 11 ekey Project Started in 2011 and its goal was to implement a new authentication method for electronic banking users Project was very extensive since it covered many different areas: Delivery to the customer Customer needs Communication plan Investment planning 13 New method selection 14 We evaluated several authentication methods: Token Card reader Display card Mobile token PKI 15 The objectives we wanted to achieve: To raise the security of all direct channels with stronger two factor authentication To implement one authentication system that can be used by all types of clients on all channels To satisfy customer needs, especially of those customers who were used on practicality of the TAN table (they carried it in a wallet) Customer view approach one customer for multi services To find the best solution for the bank (minimum change of existing processes, the favorable price) 16 The objectives we wanted to achieve: To raise the security of all direct channels with stronger two factor authentication To implement one authentication system that can be used by all types of clients on all channels To satisfy customer needs, especially of those customers who were used on practicality of the TAN table (they carried it in a wallet) Customer view approach one customer for multi services To find the best solution for the bank (minimum change of existing processes, the favorable price) 17 The objectives we wanted to achieve: To raise the security of all direct channels with stronger two factor authentication To implement one authentication system that can be used by all types of clients on all channels To satisfy customer needs, especially of those customers who were used on practicality of the TAN table (they carried it in a wallet) Customer view approach one customer for multi services To find the best solution for the bank (minimum change of existing processes, the favorable price) 18 The objectives we wanted to achieve: To raise the security of all direct channels with stronger two factor authentication To implement one authentication system that can be used by all types of clients on all channels To satisfy customer needs, especially of those customers who were used on practicality of the TAN table (they carried it in a wallet) Customer view approach one customer for multi services To find the best solution for the bank (minimum change of existing processes, the favorable price) 19 The objectives we wanted to achieve: To raise the security of all direct channels with stronger two factor authentication To implement one authentication system that can be used by all types of clients on all channels To satisfy customer needs, especially of those customers who were used on practicality of the TAN table (they carried it in a wallet) Customer view approach one customer for multi services To find the best solution for the bank (minimum change of existing processes, the favorable price) 20 We selected the Display Card as the best option! 21 Partners MasterCard support and guidance Asseco we chose Asseco s Authentication Server (SxS) Austria Card, Gemalto, NagraID our card supplier and their subcontractors MBU our card processor 22 Implementation At the same time when we decided to go with the Display Card, another project was in preparation phase Maestro PayPass Card for retail clients. We joined these two projects and issued three types of cards. 23 Non-payment Display Card for corporate clients It is used only for user authentication and transaction authorization on direct channels Pilot Production was in May 2012 Mass issuing started in June cards issued until September Maestro PayPass Card for retail clients Dual-interface Maestro card linked to retail current accounts. Two phased approach: 1. Mass issuance in Rijeka and Bjelovar region 2. Regular issuance on other regions. First phase started October Regular issuing started in November cards issued to customers until September Retail clients pay no additional fee for the card. 25 Maestro Display PayPass Card for retail clients This current account card is 5 in one as it is used for: ATM withdrawal POS payment Contactless POS payment Safe Internet shopping Direct channels user authentication and transaction authorization The first card of this type in the world Pilot Production in February 2013 Mass issuing in March cards issued to customers until September Retail clients pay no additional fee for the card 26 Communication We put a lot of effort into communication with clients and try to educate them about Display cards and their benefits, but also about the need for online security in general. 27 28 Marketing National marketing campaign for current account with Maestro Display PayPass Card 29 Marketing 30 Innovation has its price to be the first on the market often has some bad sides 31 Lessons learned Unexpected technical problems in card production since it was the first Maestro Display PayPass card in the world More resources were spent than planned because of unpredictable challenges in the project Coordination of several suppliers and sub-suppliers was more demanding than expected 32 Lessons learned Unexpected technical problems in card production since it was the first Maestro Display PayPass card in the world More resources were spent than planned because of unpredictable challenges in the project Coordination of several suppliers and sub-suppliers was more demanding than expected 33 Lessons learned Unexpected technical problems in card production since it was the first Maestro Display PayPass card in the world More resources were spent than planned because of unpredictable challenges in the project Coordination of several suppliers and sub-suppliers was more demanding than expected 34 But also there were some good sides Cooperation with Asseco Asseco was very reliable and helpful partner 35 Questions? Thank you! 36 Photo sources Slide 2 Slide 7 Slide 10 Slide 11 Slide 12 Slide 14 Slide 22 Slide 23 Slide 27 Slide 31 Slide 32 Slide 35 Slide
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