feb. 2015 id flow background solution q&a. 2 background fsa dispensation expires on may 6 th =...

Feb. 2015

ID flow

Background

Solution

Q&A

2

Background

FSA dispensation expires on May 6th = we need to identify our MP customer base.

ID levels and limits going forward until May 6th:* Unidentified(reg. in app) = 50.000 DKK yearly* Unidentified (reg. in app) = 110.000 DKK total (no new users in this

group!)* CPR identification = 80.000 DKK yearly* NemID identification = 150.000 DKK yearly* Full ID / 1st class = 300.000 DKK yearly

Daily limit from February 19th = 2.000 DKK daily

Potentially 1.450.000 must ID before May 6th.

Just-in-time principle applied to implementation strategy

3

Solutions to support ID flow

New app February 19th Including ID flow for CPR and NemID- closing old app and stop for support of

iPhone3GS feb 23th

Support tool update ASAP Monitor error codes and data from CPR flow

- replaced by manual process until ready

4

ID flow - Possible touch points with ID flow:

UN-PROMPTED/VOLUNTARY: Users choose to identify without prompt by entering the ID flow from ‘Beløbsgrænser’

Users implemented in batches:PROMPTED: Users who are exposed to overlay in app – first logon warningFORCED: Users who are exposed to overlay in app – second logon forced

•CPR flow works across all devices and platforms. •NemID works on most phones – currently only problems identified with WP < 256MB available RAM and some very old Android devices

Successfull registrations (CPR + NemID)

6

WARNED/FORCED user: Successful CPR registration

First warning

Second warning(forced)

Only if expat;DK phone no.DK account, DK card,Foreign address

7

Android & Windows Phone

8

UN-PROMPTED: Successful CPR registration

Actions to promote un-prompted registration:

Banners in eBank, db.dk, Danske Guide

Social Media

Press

9

UN-PROMPTED: Successful NemID registration

Actions to promote un-prompted registration:

Banners in eBank, db.dk, Danske Guide

Social Media

Press

10

FORCED: Successful NemID registration (we will not force the NemID impl. – but we have the possibility to do so)

If customer is not PID checked

11

Limit reachedOverlays when they reach their limit

CPR flow

New limit: DKK 80.000

NemID flow

New limit: DKK 150.000

Full ID flow

New limit: DKK 300.000

Errors in registrations flow (CPR and NemID)

13

Error in CPR registration – escalate to NemID

Possible errors: Support solution to error

3 incorrect matches between name and cpr

Escalate

Cpr number already in use Escalate

Invalid return code from CPR e.g. deceased

14

Escalation principles and errors

Error Escalation Self service?

3 errors in name or CPR?

Escalate to next level (NemID) Yes

CPR already registered? Escalate to current ID level +1 (NemID or full ID)

Yes

Younger than 13? Contact the bank No

Beskyttet navn/adresse?

Contact the bank NoValid CPR codes Escalation 01 = Aktiv, bopæl i dansk folkeregister03 = Aktiv, speciel vejkode (9900 -9999) i dansk folkeregister05 = Aktiv, bopæl i grønlandsk folkeregister07 = Aktiv, speciel vejkode (9900 -9999) i grønlandsk folkeregister20 = Inaktiv, uden bopæl i dansk/grønlandsk folkeregister men tildelt personnummer af skattehensyn (kommunekoderne 0010, 0011, 0012 og 0019)30 = Inaktiv, annulleret personnummer50 = Inaktiv, slettet personnummer ved dobbeltnummer60 = Inaktiv, ændret personnummer ved ændring af fødselsdato og køn70 = Inaktiv, forsvundet80 = Inaktiv, udrejst90 = Inaktiv, død

Green: OK

Red: Contact the bank

15

Error in CPR registration – escalate to 1st class ID; call Support Direkte

Possible errors: Support solution to error

Incorrect CPR number

CPR and name does not match

16

Error in NemID registration – call Support Direkte

Error In app actions Supporting actions Support solution to error

CPR and name does not match

Escalate

CPR number registered on other MP account

Write help text on error screen 1 + 2

Only one account. Escalate

User is under 13 Write help text on error screen 1 +2

Send text message when we have solution.

Danish user who does not have a Danish address

Key in foreign address – no validation

The user has a unlisted home address

Write help text on error screen

Full ID done by operations

User with ‘skattepersonnummer’

Not possible to use MP at this point.

The user is disempowered

Not possible to use MP at this point.

3 incorrect entries Escalate

17

Error in NemID registration

Possible errors: Support solution to error

Phone doesn’t support NemID

Full ID – website will be available later

Technical error

NemID error – no TMON support

CENE will provide sheet on error codes and solutions

18

Load time – NemID [SYST!]

Website – not ready yet

20

21

22

23

24

25

NemID - web mobile browser

Q&A

27

Question Answer

For at bruge MobilePay fremover skal brugeren have

- Danske CPR.NR- Danske nummer- Danske kort- Være over 13 år

Hvem kan ikke bruge MobilePay? - Brugere der allerede har registreret sig med CPR én gang- Unge under 13 - Personer uden CPR.nr - Personer der er umyndiggjort- Personer med udenlandsk adresse (der arbejdes på løsning)- Organisation/erhverv (skal bruge MP Business)

TBD TBD

TBD TBD