Addressing the cyber safety challenge: from risk to resilience

Addressing the cyber safety challenge: from risk to resilience describes the cyber safety issues emerging from a range of technology trends, how different populations are using technologies and the risks they face, and how we can effectively respond to each group’s unique cyber safety needs. Written by the University of Western Sydney for Telstra Corporation Ltd, the report advocates for continuing to move cyber safety from a ‘risk and protection’ framework to one that focuses on building digital resilience, as well as fostering trust and confidence in the online environment. To do this we need to: Address the needs of populations often neglected by current policies and programs – including adults, seniors, parents, and small to medium enterprises Continue to build the digital literacy skills of all populations, because digital literacy strongly influences users’ ability to engage safely online – this is best achieved by a hands-on learning approach Keep risk in perspective – the risks and benefits of digital participation go hand in hand Broaden the focus from awareness-raising to long-term behaviour change. As digital technologies become further integrated into the everyday lives of Australians, users are potentially exposed to greater risks. However, the risks and benefits of digital participation go hand in hand. The challenge, therefore, is to support users to minimise the risks without limiting their digital participation and their capacity to derive the full benefits of connectivity. If Australians are to benefit as either consumers or providers of online services and products in the e-commerce environment, consumer safety and trust need to be improved. Cyber safety needs to be considered against a transforming backdrop of technology trends, products and practices. While the rise of social media has tended to dominate recent debate and developments in cyber safety, particularly in relation to young people, a range of other trends is also shaping how users engage online, the risks they potentially face in the new media landscape, and the strategies used to address them. These trends include the rise of user generated content and content sharing platforms; the uptake of mobile technologies and, in particular, the adoption of smartphones; cloud computing; platform integration and single sign-on mechanisms; and the rise of GPS and location based services

Alleviating privacy and security concerns in financial aggregation programs

This paper focuses on the privacy and security concerns of young people in Australia regarding the use of financial aggregation (FA) programs as a way of making decisions about their money. The use of FA programs to provide a comprehensive online picture of a person\u27s finances, bringing together information from discreet providers, is one example of the increasing importance of Internet and media services in the lives of young people. Young people are likely to be the target user group for these programs; this is because younger Australians are known to use Internet banking to a greater extent than older Australians. They also see it as more private, more secure and more trustworthy than do older Australians. Drawing particularly on two user experience workshops in Melbourne around Sunario, a FA prototype, the paper documents the privacy and security concerns of the 24 participants, all of whom were between 18 and 45 years old. Despite these concerns and other usability issues, the majority of the participants said they would use the prototype. The paper describes how the design of the FA program had some of these concerns in mind when it decided against automatically downloading information from accounts held by another bank. Following the workshop, there were further attempts to alleviate the users\u27 privacy and security concerns while increasing the trustworthiness of the service. The paper illustrates the value of user feedback to the design of a FA program. The design principles that emerged from the workshops have general applicability to all FA programs. The paper also recommends the need for regulatory overview to ensure that the provision of these new financial services continues to be a safe and private space for information and transaction

Older Australians and the Internet

In late 2009, Sandra Haukka secured funding from the auDA Foundation to explore what older Australians who never or rarely use the Internet (referred to as ‘non-users’) know about the types of online products and services available to them, and how they might use these products and services to improve their daily life. This project aims to support current and future strategies and initiatives by: 1) exploring the extent to which non-users are aware of the types and benefits of online products and services, (such as e-shopping, e-banking, e-health, social networking, and general browsing and research) as well as their interest in them b) identifying how the Internet can improve the daily life of older Australians c) reviewing the effectiveness of support and services designed to educate and encourage older people to engage with the Internet d) recommending strategies that aim to raise non-user awareness of current and emerging online products and services, and provide non-users with the skills and knowledge needed to use those products and services that they believe can improve their daily life. The Productive Ageing Centre at National Seniors Australia, and Professor Trevor Barr from Swinburne University provided the project with in-kind support

Mobile Phone Banking Usage Behaviour: An Australian Perspective

While the use of mobile phones in financial transactions is witnessing phenomenal growth at the international level, its growth has been relatively slow in Australia. Drawing on the theory of reasoned action and technology adoption framework, this paper reports the results concerning a survey of mobile phone users for banking transactions in Australia. The paper specifically identified the factors affecting usage behaviour when mobile phone banking services were engaged. The findings broaden and deepen our understanding of the usage of mobile-based banking in the information age. This paper contributes to the knowledge of this subject by including identification and testing of constructs of predictors regarding mobile phone banking, which are additional to those employed in the extant theories indicated above. The findings of this paper have important policy implications for banks in terms of understanding the underlying factors that drive customers’ mobile banking for financial transactions. Accordingly, design strategies have been developed to promote mobile phone banking – a cost effective channel for delivering financial services

New models for digital government: the role of service brokers in driving innovation

Executive summary Digital Government strategies are being rolled out in many Australian and international jurisdictions, ushering in a fundamentally different approach to the design and delivery of public sector services. Digital Government makes digital services (usually delivered through internet and mobile channels) the default delivery channels for the majority of services, and places them at the centre of innovating, designing and operating government services. Public sector or independent service brokers are increasingly important to delivering and designing these services. Service brokers are organisations or businesses that enable customers to interact with other organisations through easy-to-use and seamless interfaces. In the digital realm, a public sector service brokers example is one that provides a customer-focussed portal, such as the Federal Department of Human Services’ MyGov website. Independent service brokers from the private or community sectors can also provide greater service choice and innovation in how people interact with governments. Models for independent service brokers include Digital Mailboxes and Personal Safeboxes (eg Australia Post); public transport information service brokers (eg TripView, Tripgo and Google Transit), taxation service brokers (eg Xero and MYOB Online), community service brokers (eg HubCare) and access brokers for government services (eg public libraries, online access centres, etc) to assist those unable to access digital services. It is likely that the ambitious goals for large-scale adoption of digital government will only be achieved if governments encourage the involvement of independent service brokers to complement the role of public sector service brokers. However, there is currently little guidance on best practice models for agencies seeking to collaborate with independent service brokers or the other way around. This report addresses this critical knowledge gap by providing a practical guide to the service broker model. It explains the different roles of public sector and independent service brokers and provides case studies of service broker models. This will help to inform digital government strategies and policies to encourage the development of public sector and independent service brokers. It also considers how the emergence of a marketplace of service brokers will raise important issues such as how customer data is managed and protected, identity assured and how research and analysis of the data generated by these digital services can help inform better public policies and service improvement

THE role of the technology acceptance model in information systems research: a case study

Explaining the factors that lead to use and acceptance of information technology (IT), both at individual and organizational levels, has been the focus of information systems (IS) researchers since 1970s. The Technology Acceptance Model (TAM) is known as such an explanatory model and has increasingly gained recognition due to its focus on theories of human behaviour. Although this model has faced with some criticism in terms of not being able to fully explain the social-technical acceptance of technology, it is still known as one of the best IS methodologies that contributes greatly to explaining it. This paper discusses, describes and explains TAM as one of the well-known information system research methodologies and attempts to demonstrate how this model can be applied in practice in IS research projects. TAM is widely used in different areas of IS studies such as e-commerce, e-business, multimedia and mobile commerce. This paper shows how TAM can be applied in an IS research project by referring to a case study conducted in the area of mobile banking in the UK. This paper aims to contribute to IS research by providing an informed criticism of TAM as well as a clear proposal on how to use it

An investigation into trust and security in the mandatory and imposed use of financial ICTs upon older people

Care needs to be taken to reduce the number of people who are fearful and mistrustful of using ICT where that usage is forced upon them without choice or alternative. The growing incidence of mandatory and imposed online systems can result in confusion, misuse, fear, and rejection by people with only rudimentary ICT skills. A cohort where a high percentage of such people occur is older people, defined in this study as people over the age of 60 Examples of compulsory ICT interactions include some banks limiting bank statement access through online rather than paper-based options. Other examples include the purchase of theatre or sports events tickets through ticketing systems that require an online transaction to take place. Increasingly, people are living beyond the normal retiring age. As the older cohort increases in size and in overall global population percentage, the problem of forced technology usage affects technology acceptance, technology trust, and technology rejection. People care about ICT systems where reduced trusted acceptance of technology reduces the advantages of digital health care, the perceived security of banking and shopping, and the autonomy of ICT-driven lifestyle choices. This study aims to solve one of the puzzles of ICT-driven change, where older people can show trepidation towards using technology. By understanding the drivers that influence the choices older people make in relation to ICT systems, it may be possible to introduce a much higher level of trusted acceptance in ICT systems. Although many people adopt ICTs into their lives, many older people face difficulty in using technology when it is forced upon them. This study aims to understand the connection between how choice (or lack of choice) can lead to the rejection or resistance towards ICT usage. Older people sometimes opt towards practices that place themselves at risk of financial or informational disadvantage. This study used a qualitative approach to understanding the factors that influenced the trusted acceptance, trepidation, and in some cases rejection of ICT usage by interviewing a sample of older people. Participants were asked to consider a wide range of ICT-usage scenarios and to describe their intentions. The study focussed on circumstances where ICT usage fell under either mandatory, imposed, or voluntary conditions in order to compare user behaviour. Settings included a range of technology-reliant states that examined IT security, volition and choice, aging, trusted acceptance, and technology adoption. Participants were interviewed to discover and sort the conditions (whether singly or in combination) under which the expectation of ICT acceptance was in some way altered, diminished, or prevented. This research found that older people made poor decisions when the choice to use a technology was replaced with a mandatory or strongly imposed pathway. Mandatory ICT usage across the broad area of financial transactions brought about widespread fear and distrust of online technology usage. The results revealed that many older people not only find these innovations daunting and confronting, but they also have difficulty placing their trust in ICT systems and applications that have become mandatory. In normative conditions, increased ICT acceptance and ICT usage is expected. When ICTs are mandatory in their usage, acceptance is replaced with compulsory procedure. This does not mean that mandatory things cannot be accepted, but rather that older people will accept the need to use a technology according to their perception of what is necessary for their daily and routine interactions. This study showed that voluntary ICT usages including choices increase informed decision-making, security of online financial interactions, and trusted reliance upon ICTs. Choice in ICT usage carries greater trust than mandatory, obligated, or heavily imposed ICTs. The study revealed that mandatory ICT systems can create perceptions of fear, mistrust and uncertainty. In situations where a mandatory ICT system becomes the normative method of transaction, a strong risk to the trusted acceptance of a technology is not merely the lack of ICT-based choice, but also the inability to gain reassurance or secondary confirmation through either face to face or telephone-based communication. Trust in not just the usage, but the implied secure usage of mandated and imposed ICTs, is problematic for older people. This study revealed the significance of mandated ICT systems that limit choices for people, because older humans more readily validate and associate their trust in new innovations when they can access various different professional, technical, peer-based, social and popular opinions. The research also showed that older people are fearful and less trusting in mandatory and imposed systems because they have less financial resilience, and less opportunity to bounce back from loss and disadvantage brought about by digital and online interactions. Older people were worried and reluctant to accept technology at first glance because they knew that they had spent more time than others in a pre-internet, pre-digital environment, and their seminal life experiences are correspondingly less technology-related. The results showed that many older people preferred human communication and interaction rather than communicating, buying, paying, and trusting in purely digital, ICT-based experiences. This demonstrated a gap in the trust and security of digital systems, and the need to address those ICTs that impose and mandate instruments and procedures for daily life. Specifically this study looked at what could reduce unsafe and insecure banking practices by understanding the role of choice in the trusted usage of ICT systems. This study is significant because it shows that older people make financial and social, decisions under reactionary, insecure, and under-informed conditions as a result of a gap in terms of trust security and choice. On the one hand older people develop trust towards a new innovation based on accumulated human discussion, information and reputation. On the other hand older people hold the perception that online systems offer reduced choices. This study led to the development of a model for trusted technology choice (TTCM). It differs from traditional acceptance and diffusion thinking, by having outputs as either ICT acceptance or ICT rejection. It diverges from diffusion and technology acceptance models (TAM), because technology acceptance is not regarded as a foregone conclusion. Instead, it places a very high value upon choice and volition, trust, security and human interaction. The TTCM model, together with a framework for identifying volition barriers, provides a different set of criteria for understanding the needs of older people and their meaningful interactions with new innovation and ICTs. The practical applications for using such a model directly impact upon financial and social stability for older people. Where choices are either removed or limited due to ICT usage, older citizens are unfairly disadvantaged. A model that accurately predicts the trusted usage of ICT innovations can have a widespread effect on the implementation of large-scale public and private systems where the trusted acceptance (or rejection) of each system has on flow impact on financial, health, and other critical services that include the growing population of older people

Financial system inquiry: final report

Executive summary This report responds to the objective in the Inquiry’s Terms of Reference to best position Australia’s financial system to meet Australia’s evolving needs and support economic growth. It offers a blueprint for an efficient and resilient financial system over the next 10 to 20 years, characterised by the fair treatment of users.   The Inquiry has made 44 recommendations relating to the Australian financial system. These recommendations reflect the Inquiry’s judgement and are based on evidence received by the Inquiry. The Inquiry’s test has been one of public interest: the interests of individuals, businesses, the economy, taxpayers and Government.   Australia’s financial system has performed well since the Wallis Inquiry and has many strong characteristics. It also has a number of weaknesses: taxation and regulatory settings distort the flow of funding to the real economy; it remains susceptible to financial shocks; superannuation is not delivering retirement incomes efficiently; unfair consumer outcomes remain prevalent; and policy settings do not focus on the benefits of competition and innovation. As a result, the system is prone to calls for more regulation.   To put these issues in context, the Overview first deals with the characteristics of Australia’s economy. It then describes the characteristics of and prerequisites for a well-functioning financial system and the Inquiry’s philosophy of financial regulation.   The Inquiry focuses on seven themes in this report (summarised in Guide to the Financial System Inquiry Final Report).   The Overview deals with the general themes of funding the Australian economy and competition.   The Inquiry has also made recommendations on five specific themes, which comprise the next chapters of this report: Strengthen the economy by making the financial system more resilient. Lift the value of the superannuation system and retirement incomes. Drive economic growth and productivity through settings that promote innovation. Enhance confidence and trust by creating an environment in which financial firms treat customers fairly. Enhance regulator independence and accountability and minimise the need for future regulation. These recommendations seek to improve efficiency, resilience and fair treatment in the Australian financial system, allowing it to achieve its potential in supporting economic growth and enhancing standards of living for current and future generations.   Financial system inquiry committee   Mr David Murray AO (Chair) Mr David Murray AO (Sydney) was most recently the inaugural Chairman of the Australian Government’s Future Fund Board of Guardians between 2006 and 2012. Mr Murray was previously the Chief Executive Officer of the Commonwealth Bank of Australia between 1992 and 2005. In this time, Mr. Murray oversaw the transformation of the Commonwealth Bank from a partly privatised bank to an integrated financial services company. In 2001, he was awarded the Centenary Medal for service to Australian society in banking and corporate governance, and in 2007 he was made an Officer of the Order of Australia for his service to the finance sector, both domestically and globally, and service to the community.   Professor Kevin Davis Professor Kevin Davis (Melbourne) is currently a Professor of Finance at the University of Melbourne, Research Director at the Australian Centre for Financial Studies and a Professor of Finance at Monash University. Professor Davis is also a part-time member of the Australian Competition Tribunal and Co-Chair of the Australia–New Zealand Shadow Financial Regulatory Committee.   Mr Craig Dunn Mr Craig Dunn (Sydney) was most recently Chief Executive Officer and Managing Director of AMP. Mr Dunn led AMP through the global financial crisis and has extensive experience in the financial sector. He was a member of the Australian Government\u27s Financial Sector Advisory Council and the Australian Financial Centre Forum, and an executive member of the Australia Japan Business Co-operation Committee. Mr Dunn is a director of the Australian Government’s Financial Literacy Board.   Ms Carolyn Hewson AO Ms Carolyn Hewson AO (Adelaide) served as an investment banker at Schroders Australia for 15 years. Ms Hewson has over 30 years’ experience in the finance sector and currently serves on the boards of BHP Billiton Ltd and Stockland. Ms Hewson was made an Officer of the Order of Australia for her services to the YWCA and to business. Ms Hewson has served on both the boards of Westpac and AMP and retired from the board of BT Investment Management Ltd and as the Chair of the Westpac Foundation upon her appointment to the Financial System Inquiry Committee.   Dr Brian McNamee AO Dr Brian McNamee AO (Melbourne) served as the Chief Executive Officer and Managing Director of CSL Limited from 1990 to 30 June 2013. During that time, CSL transitioned from a Government-owned enterprise to a global company with a market capitalisation of approximately $30 billion. He has extensive experience in the biotech and global healthcare industries. Dr McNamee was made an Officer of the Order of Australia for his service to business and commerce. &nbsp