The impetuous growth of the digital transformation phenomenon, and the global pandemic of Covid-19, radically changed how the world behaves and interacts. The last two years have been characterized by imposed lockdowns and reduced in-person contact. Companies and Governments had to adapt and develop digital solutions to carry out transactions with customers and citizens. This resulted in a critical need to remotely validate identity in a secure, reliable, and simple way. Governments, especially in the European scenario, are running project for national digital identity solutions, appealing both to the public and private sectors. The aim of this study is to understand how the banking, insurance and utility industry are managing the digital identity of their customers. Moreover, what barriers and drivers could affect their attitude for adoption of a national digital identity system. The research was conducted using two units of analysis, the most diffused national digital identity systems of Italy, i.e., SPID and CIE. Fifteen interviews with managers of the private sector have been conducted, verbatim transcribed, and a coding procedure has been performed, extracting concepts consistent with the empirical evidence. For the banking industry, while digital banks are positive towards the two solutions and are running plans for adoption, traditional banks are satisfied with their current identity systems and have concerns regarding regulation, integration and switching costs. Insurance and utility companies are mostly unattracted by the high level of security of CIE and SPID, with concerns regarding user experience. Moreover, the identification process is not critical enough to justify implementation and running costs of the two solutions. A further barrier is represented by mislead communication: many of the interviewed managers, at first, considered SPID and CIE as solutions exclusively dedicated to the public sector.
La crescita inarrestabile del fenomeno della trasformazione digitale e la pandemia di Covid-19, hanno cambiato radicalmente e irreversibilmente i nostri comportamenti e il nostro modo di relazionarci col mondo. Questi ultimi due anni sono stati caratterizzati da diversi lockdown e da una drastica riduzione delle interazioni fisiche tra persone. Sia il settore privato che quello pubblico si sono dovuti adattare, sviluppando soluzioni digitali in modo da operare da remoto con clienti e cittadini. Di conseguenza, è cresciuta la necessità di verificare le identità di cittadini e utenti a distanza, in maniera sicura, semplice e affidabile. I Governi, specialmente quelli europei, hanno avviato progetti di identità digitali nazionali, rivolti sia al settore pubblico che a quello privato. Lo scopo di questa ricerca è capire come i settori bancario, assicurativo e utility gestiscono le identità digitali dei propri clienti. Inoltre, quali barriere e stimoli possono incidere sulla propensione verso l’adozione di un sistema nazionale di identità digitale. La ricerca è stata condotta utilizzando due unità di analisi: i due sistemi nazionali di identità digitale più diffusi in Italia, SPID e CIE. Sono state condotte interviste con dirigenti e manager del settore privato, successivamente trascritte, ed è stata effettuata una procedura di codifica, estraendo concetti chiave coerenti con l’evidenza empirica. Riguardo il settore bancario, le banche digitali sono interessate alle due soluzioni e stanno conducendo progetti per l’adozione. Le banche tradizionali, invece, sono soddisfatte dei loro sistemi di identità attuali e hanno preoccupazioni in materia di normativa, integrazione e costi di adozione. Le aziende del ramo energetico e assicurativo sono per lo più indifferenti verso l’alta sicurezza propria di SPID e CIE, con preoccupazioni in materia di esperienza utente. Inoltre, il processo di identificazione non è altamente critico, e quindi non giustifica i costi di adozione e operativi delle due soluzioni. Una ulteriore barriera riguarda un problema di comunicazione: molti dei dirigenti intervistati in precedenza credevano che SPID e CIE fossero due soluzioni legate solamente alla Pubblica Amministrazione.
Digital Identity in Italy : challenges and opportunities for the adoption in banking, insurance and utility sectors
MENTASTI, ENRICO
2020/2021
Abstract
The impetuous growth of the digital transformation phenomenon, and the global pandemic of Covid-19, radically changed how the world behaves and interacts. The last two years have been characterized by imposed lockdowns and reduced in-person contact. Companies and Governments had to adapt and develop digital solutions to carry out transactions with customers and citizens. This resulted in a critical need to remotely validate identity in a secure, reliable, and simple way. Governments, especially in the European scenario, are running project for national digital identity solutions, appealing both to the public and private sectors. The aim of this study is to understand how the banking, insurance and utility industry are managing the digital identity of their customers. Moreover, what barriers and drivers could affect their attitude for adoption of a national digital identity system. The research was conducted using two units of analysis, the most diffused national digital identity systems of Italy, i.e., SPID and CIE. Fifteen interviews with managers of the private sector have been conducted, verbatim transcribed, and a coding procedure has been performed, extracting concepts consistent with the empirical evidence. For the banking industry, while digital banks are positive towards the two solutions and are running plans for adoption, traditional banks are satisfied with their current identity systems and have concerns regarding regulation, integration and switching costs. Insurance and utility companies are mostly unattracted by the high level of security of CIE and SPID, with concerns regarding user experience. Moreover, the identification process is not critical enough to justify implementation and running costs of the two solutions. A further barrier is represented by mislead communication: many of the interviewed managers, at first, considered SPID and CIE as solutions exclusively dedicated to the public sector.| File | Dimensione | Formato | |
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https://hdl.handle.net/10589/189015