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Impact of Identity on Customer Acquisition and Administration

Mobile Network Operators (MNOs) are caught between the desire to sign up as many postpay customers as possible to their networks and the need to ensure that the customers they acquire are both who they say they are and unlikely to engage in fraudulent activity using the phone once they are connected. Identity is now an increasingly critical issue for any organisation that enters into a contractual relationship with consumer customers. Availability of technology in the home, including the Internet (where fake ID can be purchased) and PCs with colour printers (where fake ID can be manufactured) plus an increasing incidence of theft of identity through the simple expedient of knowing basic details about any individual (such as their name, date of birth and who they have a bank account with) all contribute to an environment where it is ever more difficult to be sure about the veracity of the identity of an individual presenting themselves at a retail outlet on the high street or the Internet or through a phone call.

What are the options available to MNOs? New approaches to ID checking are becoming available which can help organisations to be more rigorous in their authentication processes while decreasing the impact of those processes on the customer. In the world of mobile customer acquisition, particularly in mature European markets, these new approaches may soon become essential to any MNO wishing to remain competitive.

This report looks at the growth in identity theft, and the implications it has on the service provided by mobile operators to their customers. It also takes a look at two software providers supplying solutions for the problem of identity theft. Finally, the report quantifies the potential costs and benefits of the new approaches to ID verification and presents recommendations to MNOs that will help them to ensure they offer the best service to their customers while minimising the negative impact of fraudulent activity.

Price: EUR 2,500.00 / GBP 2,400.00

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Table of Contents


1
Overview
1
2
Introduction
2
2.1
Background
2
2.2
Report Contents
2
3
The Importance of Identity
3
3.1
Stating the Problem
3
3.2
The Customer Perspective
3
3.3
The Operator Perspective
4
3.3.1
Financial Services
6
3.4
Identity Theft and Fraudulent Activity
9
3.4.1
Card Fraud
11
3.4.2
Subscription Fraud
11
4
Point of Sale Solutions
13
4.1
Overview
13
4.2
GB Group
14
4.2.1
O2's Use of URU
15
4.3
Fair Isaac
17
5
Conclusions
20
5.1
Scaling the ID Issue
20
5.2
The Problem
20
5.3
The Opportunity
21
6
Recommendations
22