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The systemic change from the use of biographical evidence of identity to a biometric self-service model of multi-modal authentication : A case study of the paradigm shift in a Finnish government agency’s identity management
(2023)
ollen kysymys kuuluu kuinka valtiollinen taho voisi onnistuneesti ottaa käyttöön uutta biometrista teknologiaa, jonka tarkoitus on parantaa elämämme laatua sekä edistää identiteettiemme turvallista ja luotettavaa käyttöä? Tämä opinnäytetyö tutkii...
We human beings tend to seek comfort, ease of use and are according to research are bad at making decisions. We are sceptic to new things, but when we become familiar and consequently attached to something it is very hard to give it up. Resistance to change is hereditary, yet we constantly seek new ways to make our lives easier. When it comes to the use of biometric data by a governmental agency, we fear a dystopic Orwellian world of constant monitoring and lack of freedom. Even though biometric data, we ourselves, is proven to be much more secure and reliable in identity verification than traditional biographical data, our names and date of birth. We open our mobile devices daily using biometric data, but we would prefer not to give it to authorities, even though the purpose is to improve our lives and strictly bound by legislation. Paradoxically we tend to trust vendors and foreign teleoperators in sharing our personal biometric data for the ease of use to access our beloved smartphones. The use of biometric data within the government is generally not an issue and stringently restricted for governments alike. So how can a governmental agency effectively introduce a new technological innovation which aims to improve our lives and to make the use of our identities more secure? How can an agency convince both end-users and officials in the use biometric self-service kiosks? This thesis examines the transformational change a governmental agency requires to navigate in order to convince the hardened audience, the public in the use of a new concept of service design with biometric technology in its core. We will examine what are the steps needed to take to successfully introduce a proverbial monolith – a self-service biometric kiosk, to a new audience – the customers of Finnish Immigration Service...
We human beings tend to seek comfort, ease of use and are according to research are bad at making decisions. We are sceptic to new things, but when we become familiar and consequently attached to something it is very hard to give it up. Resistance to change is hereditary, yet we constantly seek new ways to make our lives easier. When it comes to the use of biometric data by a governmental agency, we fear a dystopic Orwellian world of constant monitoring and lack of freedom. Even though biometric data, we ourselves, is proven to be much more secure and reliable in identity verification than traditional biographical data, our names and date of birth. We open our mobile devices daily using biometric data, but we would prefer not to give it to authorities, even though the purpose is to improve our lives and strictly bound by legislation. Paradoxically we tend to trust vendors and foreign teleoperators in sharing our personal biometric data for the ease of use to access our beloved smartphones. The use of biometric data within the government is generally not an issue and stringently restricted for governments alike. So how can a governmental agency effectively introduce a new technological innovation which aims to improve our lives and to make the use of our identities more secure? How can an agency convince both end-users and officials in the use biometric self-service kiosks? This thesis examines the transformational change a governmental agency requires to navigate in order to convince the hardened audience, the public in the use of a new concept of service design with biometric technology in its core. We will examine what are the steps needed to take to successfully introduce a proverbial monolith – a self-service biometric kiosk, to a new audience – the customers of Finnish Immigration Service...