With ever more data being generated, collected, harvested and processed, issues around data privacy and protection can only grow. The expanding uptake of IoT services, mHealth, mEducation and mMoney increase concerns that our homes, our health and our bank accounts might be open to invasions of privacy.
Data security and privacy are critical in order to foster digital confidence amongst mobile users, and customer concerns must be overcome so that the mobile ecosystem can continue to thrive.
Operators have a large amount of valuable but sensitive customer data in their systems, and are seeking ways to exploit that data to build services and improve revenues. At the same time, they must not destroy their customer relationships with reckless use of personal data.
- If an MNO did not protect personal information, the loss of trust would be considerable and could ruin brand reputation.
Mobile operators must help their customers, whether consumers or enterprises, to keep their data and networks safe. They may also look to new products and working methods to help turn the challenges of privacy and security into opportunities. The fact that so many digital services are delivered via connected mobile devices means that operators are in a good position to play a significant role in helping consumers and enterprises keep their data safe, whilst also improving their brand credentials.
The issue of customer privacy and security is a difficult one for organisations to gauge, with legislation and regulation becoming more stringent, and with consumers having to make choices between how much data they are willing to offer up in return for new services or for convenience.
This report looks at some of the issues and dilemmas facing operators in their quest to keep customer data safe in a way that satisfies their customers, whilst at the same time trying to build new services out of the customer data that resides in their networks. It contains a brief overview of new legislation that has recently been implemented in the European Union, and looks at some data and regulatory breaches that have occurred recently. It also looks at how best practice operators are dealing with their customers’ concerns about the handling of their private data.
2.1 Background to the Report
2.2 Report Content
2.3 Currency and Conversions
2.4 Further Questions and Feedback
3 Security & Privacy Threats
3.1 Definition of Terms: Security, Privacy & Trust
3.1.1 The Size of the Problem
3.2 What the Threats are
3.2.2 Unsecured Communications
3.2.3 Identity Theft
126.96.36.199 Digital Identity
188.8.131.52 Bittium Tough Mobile
184.108.40.206 Silent Circle Blackphone
3.2.7 Mobile Apps
3.2.8 Unauthorised Charges
220.127.116.11 In-App Charges
3.2.9 Third Party Data Breaches
3.2.10 Government Surveillance
3.2.11 Big Data & Customer Analytics
18.104.22.168 Data Protection Principles
4 Regulation & Legislation
4.1 Balancing Consumer, Security & Corporate Needs
4.2 European Union
4.2.1 General Data Protection Regulation
4.2.2 Privacy and Electronic Communications Regulations (PECR)
4.3.1 The Freedom Act 2015
4.3.2 Customer Proprietary Network Information (CPNI)
5 MNO Approaches to Security & Privacy
5.1 Commitment and Dialogue
5.2.1 Data Protection & Privacy
5.2.2 Telefónica Dynamic Insights
5.2.3 Privacy Services
22.214.171.124 The Data Transparency Lab
5.3.1 Data Protection & Privacy
5.3.2 Vodafone Enterprise Security Services (VESS)
5.3.3 Vodafone Protect
5.3.4 Vodafone Guardian
5.3.5 Enterprise Privacy Services from Vodafone
6 Key Findings