HOW CAN BORDER MANAGEMENT SOLUTIONS BETTER MEET CITIZENS EXPECTATIONS?

HOW CAN BORDER MANAGEMENT SOLUTIONS BETTER MEET CITIZENS EXPECTATIONS? ACCENTURE CITIZEN SURVEY ON BORDER MANAGEMENT AND BIOMETRICS 2014

FACILITATING THE DIGITAL TRAVELER EXPLORING BIOMETRIC BARRIERS With increasing traveler numbers and threats to national security, the need for secure borders has never been more vital. Citizens expectations for better travel experiences are putting border agencies under pressure. As border agencies seek out security improvements while reducing costs and resources, digital technologies are proving their worth. In particular, the widespread use of biometrics could introduce border management solutions that satisfy the needs of growing numbers of citizens. 89 % of citizens surveyed are willing to share their biometric details when traveling across international borders 62 % of all citizens said they would be likely to share biometric details if it meant their country s borders were more secure 56 % say they would share their biometric information if it made travel more convenient In 2014, Accenture commissioned a survey among 3,000 citizens in six countries across the world. We wanted to explore a number of hypotheses around citizens perceptions of and experiences with digital technologies, such as biometrics and automated border clearance. An online questionnaire sought to assess citizens awareness and understanding of digital technologies and to gather citizens views on the future impact of digital methods on their travel experiences. Perhaps contrary to conventional wisdom, we discovered that citizens are not only highly supportive of the use of biometrics, but also recognize the benefits they can bring, such as faster, safer travel experiences. Surprisingly, we found older citizens were more comfortable and positive about biometrics than their younger counterparts. Indeed, the survey results could reassure border management agencies who are in the process of considering greater digital investment fears that members of the public will refuse to cooperate with new digital tools and practices are highly likely to prove unfounded. However, what border agencies may need to consider is the large proportion of citizens who have not shared biometrics to date and, of those that are prepared to share personal information, what they may be expecting in return. In short, it would appear that facilitating digitally-enabled travel is a matter of give and take for both citizens and border agencies in the near future. Without doubt, perceptions around the use of digital technologies, and in particular biometrics, as they relate to the travel experience, are evolving. In undertaking this survey, Accenture wanted to assess public opinion, test certain widely-held beliefs, and explore misconceptions concerning the use of digital technologies in a border management environment. We also wanted to understand which citizens had a first-hand experience of border management technologies and assess their impressions of that experience. Using a market research agency, we aimed to gather quantitative research that would help us investigate, and continue to measure and review, citizen s views on, and the likely future for, digital technologies as a means to enhance the travel experience. We hoped the findings would help us to understand and measure the progress and acceptability of digital technologies and their impact on citizens and border management agencies alike. As programs such as US-VISIT show us, biometric data can improve identification and border management while also making the process faster and easier for travelers every day US-VISIT identifies, on average, 5,000 illegal visitors and 50 wanted criminals. Once implemented, automated systems can be warmly received. Amsterdam s Schiphol Airport, ranked as Europe s fourth largest airport, processes more than 50 million passengers a year. Within the first six weeks of an e-gate trial, more than 210,000 passengers were processed and in the first weekend of their use, the e-gates were able to identify discrepancies in four travelers passports that resulted in exclusions from crossing the border. The success of such programs relies on the views and support, not only of the policy makers, but also of the traveling public and all too often concerns about privacy and data security have created delays in widespread adoption. For example, in July 2013, the European Data Protection Supervisor raised concerns about the biometrics systems proposed by the European Union, arguing there is much to be worried about, including cost, access to data and necessity. The survey wanted to examine some of the fundamental questions that face border management agencies today, namely: Are citizens prepared to use digital technologies to facilitate faster, safer and more efficient travel? Do citizens feel digital enablement benefits security and safety? How much have citizens used such technologies to date? Which countries are leading the way and which countries need to do more to communicate the benefits of technology to traveling public? On what terms are citizens prepared to share information? Are citizens satisfied with the digital technologies/biometrics that they have experienced? Are citizens expectations matching the reality of their experiences with digital technologies/biometrics? The survey uncovered five key findings about citizens perceived and actual opinions around the use of digital technologies in the border environment. As such, the survey results offer insights into the future of digital technologies, biometrics and automation, and highlight implications for policy and technology decision making in the longer term. 2 3

ABOUT THE SURVEY In May 2014, an online quantitative poll was conducted among 3,000 respondents (global margin of error ±1.79 percentage points), across six countries, with approximately 500 respondents each from the United States, the United Kingdom, France, Germany, Australia and Japan (margin of error ±4.38 at the country level). The survey age categories represented include 28 percent between 18 years and 34 years of age and 72 percent were 35 years or older. Fifty-one percent of respondents were female and 49 percent were male. The survey was conducted by Penn Schoen Berland. EXECUTIVE SUMMARY In May 2014, Accenture commissioned a survey among 3,000 citizens in six countries across the world to assess their views around the use of digital technologies and their impact on the border management experience. The survey found: Key finding #1: Citizens are ready to become biometrically known, digitally-enabled travelers Our initial premise was that citizens were unwilling to share their biometrics for privacy-related reasons but we discovered the opposite was true. When the survey asked citizens about their willingness to share biometrics when traveling across international borders, a convincing 89 percent said they were. The responses included those who were comfortable sharing biometric information and those who would share if there was no other option. Sharing biometric information was also acknowledged by citizens as important in public safety terms. Eighty-two percent of citizens said they were willing to share biometrics to verify their identity when interacting with police or law enforcement a fact that supports a finding from a separate online poll showing citizens are keen to collaborate with the police when 96 percent of citizens said they expect to play a role in policing. 1 Despite conventional wisdom suggesting public concern for a link between fingerprints and criminalization, an outstanding 87 percent of citizens said they were comfortable sharing finger scan biometric details, compared with 69 percent who were comfortable with the less intrusive modalities of facial recognition and 58 percent with iris scanning. There were some interesting age-related observations around modalities also (see section Age Comparisons on page 11). The comfort levels with finger scanning may be a case of familiarity breeding acceptance, but nevertheless this finding should strike a chord with border management agencies as they consider the success of their biometric programs. Future studies may do much to explore these results further and better understand the thinking behind what citizens consider to be acceptable and why. 28 % 28 percent between 18 years and 34 years of age 72 % 72 percent were 35 years or older 51 percent of respondents were female and 49 percent were male Citizens recognize, too, that digital enablement takes many different guises. So while more than eight in 10 are willing to share at least one form of biometric data in at least one specific situation that requires it, there was a clear leader in terms of their preference for the kind of biometric modality being used. In a highly statistically-significant finding, finger scanning was seen to be the most widely acceptable form of biometrics to verify identities across a variety of situations. 87 % of citizens said they were comfortable sharing finger scan biometric details 8 in 10 are willing to share at least one form of biometric data in at least one specific situation that requires it 82 % 82 % 82 % 86 % 74 % 83 % 83 % Global US UK France Germany Australia Japan 1 4 Source: How can digital police solutions better serve citizens expectations? Accenture 5

Key finding #2: Citizens see digitally-enabled travel as a driver of improved safety and security We thought that facilitation was a primary concern for travelers; what we found was that citizens value security above all else. Although 68 percent of citizens would want to know what security measures are in place, how data is being used (67 percent) and which agencies have access to their information (63 percent) prior to deciding whether to support the use of biometrics at border crossings, the likelihood of sharing biometric information increased if certain conditions were met. Top of the list came additional security to their country s borders 62 percent of all citizens said they would be likely to share biometric details if it meant their country s borders were more secure. Indeed, with the exception of Japan, citizens saw improved border security as a top priority for all countries, above the options of accurate records of who is entering and leaving a country or faster processing through customs and border control. What is more, nearly three-quarters of citizens (73 percent) said that biometrics capture of everyone crossing borders into their country would make borders more secure. More people willing to share biometric information if it meant their country s borders were more secure Key finding #3: Citizens are willing to share some private information if it clearly benefits their travel experience Originally, we considered that public concern for privacy may prevent citizens from participating in digitallyenabled travel. The survey showed that more than half of citizens (56 percent) said they would share more information if they experienced more convenient travel and 58 percent of citizens will do so if they experience faster processing through customs and border control. Specific questions about e-gates showed they are a favorable option for travelers, especially once their use has been experienced. Although only around one in five (23 percent) of citizens said they had used an e-gate, more than half (59 percent) would use one if they had the option. Indeed, of those who had used an e-gate before, 80 percent said they would be prepared use an e-gate again. Three in four (75 percent) citizens said they had a positive experience using an e-gate and a large majority (85 percent) said they found e gates faster than manual border clearance. In addition, e-gate-savvy users are open to sharing information more generally. Seventy-two percent of those who have used an e-gate said they would be comfortable with biometrics being used to verify their identities, versus 60 percent who have not used an e-gate before. 85 % of those who have used e-gates or smart gates found it faster than manual processing 65 % 59 % 61 % 62% 56 % 58 % 69 % 62 % 64 % 63 % 57 % 59 % 56 % 47 % 49 % 65 % 59 % 61 % 59 % 51 %54% Global US UK France Germany Australia Japan Country s borders more secure Experience more convenient travel Experience faster processing through customs and border control 6 7

Key finding #4: More citizens are prepared to use biometrics than have the opportunity to do so This finding fully illustrates why we see a gap between public perceptions and reality insufficient use of biometrics in practice. As we have seen with the citizen feedback on specific programs such as e-gates, when citizens experience border management solutions, they generally have a positive response. However, the survey suggests that citizens are not being given the opportunity to participate in programs that offer these digital travel preferences and there may be a missed opportunity for border management agencies who hold back on developing their digital capabilities. For instance, although 85 percent of citizens who have used e-gates say they are faster than manual border clearance, more than half of the overall population said they expect biometrics-based programs, such as e-gates, to improve the amount of time it takes to process through customs and border clearance. This is perhaps the strongest indicator yet that the benefits of practical use of such programs can exceed initial expectations in the words of the populist movie, if you build it, he will come. 2 The same is true more broadly with respect to citizens comfort levels when sharing biometric data. Although 60 percent of citizens said they would feel comfortable with some form of biometric data being used to verify their identities, a considerable number, 69 percent, said they had never submitted any biometric information to a third-party organization. Key finding #5: Citizens are ready to widely adopt biometrics under certain conditions Despite the commonly held view that citizens are hesitant to embrace biometrics, positive responses were high when citizens were asked about specific programs that involve the sharing of biometric data. Fifty-eight percent of citizens said they would be very likely or somewhat likely to participate in registered traveler programs if it meant submitting biometric information to participate although few citizens are willing to pay for this process; 80 percent expect a registered traveler program to be free or government-provided. What would you be willing to pay for the benefits mentioned above as part of a registered travel program? Unweighted Base 3001 - Weighted Base 3001 Many citizens expressed a gap between their experience and their expectations. For 53 percent of citizens, the amount of time it takes to process through customs and border control could be seriously improved through the use of biometrics and enhance the travel experience. And while 47 percent of citizens acknowledge the friendliness of customs and border staff as the most positive experience during a recent trip, less than one-third indicated that identifying what needed to be declared (32 percent), the amount of time to process through customs (32 percent) and obtaining the right travel documents (31 percent) were positive experiences. In fact, more than one-third (37 percent) said speed of processing through border control could be improved. Registered Traveler Programs Sixty-nine percent have not shared any biometric information Have you ever submitted your biometric information to a third-party organization? 69% 20% 12% No Yes Don t Know 80 % I would expect it to be free or government-provided, (according to 2,394 respondents). 15 % Between $50 and $250 per year (according to 150 respondents). How likely would you be to participate in a registered travel program if it meant you had to submit biometric information to participate? Total likely to participate: 58 % 18 % 40 % 5 % Less than $50 per year (according to 437 respondents). 1 % $250 or more per year (according to 20 respondents). Very Likely Somewhat likely Not very likely Not at all likely Don t Know 17 % 9 % 16 % Global 2 Source: Field of Dreams, 1989 8 9

COUNTRY COMPARISONS AGE COMPARISONS Although many countries expressed high comfort levels with the prospect of using biometrics, familiarity was not necessarily the deciding factor. Countries that declared they were comfortable with biometric information included the United States, the United Kingdom, France and Australia yet less than 50 percent of citizens in the United States and Australia had heard about biometrics before. Many citizens from Germany, meanwhile, had heard about biometrics (63 percent) but expressed low comfort levels (despite one in four having experience in submitting them). Japan saw the lowest biometric awareness and the lowest comfort levels with the idea of some form of biometric information being used to verify their identity. As a result, these findings may reflect more cautious cultural identities, rather than being related to familiarity or use. Some of the specific country findings include: Finger scanning is the most accepted form of biometrics to verify identities, especially in the United States. Here, 91 percent of those willing to share at least one form of biometric information in at least one situation say that they would be comfortable sharing their finger scan, including while traveling or making purchases online or in-store. The United Kingdom has the third largest percentage of people who have previously used an e-gate (24 percent) out of all countries. Seventy-seven percent of these individuals say that they had a positive experience, and 86 percent say that it was faster than using a traditional kiosk manned by an officer. France has the highest awareness of biometrics (79 percent compared to the global average of 51 percent), and also one of the highest comfort levels with sharing of biometrics (68 percent compared to the global average of 60 percent). This is potentially due to France s higher incidence rate of having shared biometric information previously: one in five in France have submitted biometric information before (21 percent). Less than half of citizens in Germany (44 percent) are likely to participate in a registered travel program that would require them to submit biometric information to participate, making them the least likely country to do so. One in five in Australia (20 percent) have submitted biometric information before, making it the third most-experienced country in terms of having previously given biometrics. For those who have done so, the most common reason was for travel purposes (41 percent). Few in Japan (23 percent) say that they have heard about biometrics before. After being exposed to more information about biometrics, almost half (49 percent) say that they are not comfortable with some form of biometric information being used to verify their identity, making it the least aware and least comfortable of all countries surveyed. 65 + 58 percent of 18 to 24 year olds were very or somewhat comfortable with biometrics 69 percent of over 65 year olds were very or somewhat comfortable with biometrics Although many of the results related to age were as anticipated, there were some findings that may be contrary to expectation. Overall, the survey showed there is a strong willingness to share biometric data across every age group (82 percent for the global all). Interestingly, however, we found that seniors tend to be slightly more comfortable with biometrics being used to verify their identities than the younger respondents (58 percent of 18 to 24 year olds were very or somewhat comfortable with biometrics as opposed to 69 percent of over 65 year olds). This trend extended in the response to the survey question about the potential benefits of biometrics; 18 to 24 year olds said they would share biometric data if it meant their country s borders were more secure (61 percent), they experienced more convenient travel (55 percent) or if they experienced faster processing through customs (57 percent). Respondents over the age of 65, meanwhile, expressed high comfort levels across these categories; they would share biometric data if it meant their country s borders were more secure (70 percent), if they experienced more convenient travel (63 percent) or if they experienced faster processing through customs (65 percent). In general, how comfortable are you with biometrics being used to verify your identity? Comfortable Uncomfortable 19% 41% 21% 8% 11% Global 22% 44% 16% 4% 14% US 29% 41% 13% 5% 12% UK 19% 49% 20% 5% 7% France 10% 39% 25% 17% 8% Germany 26% 40% 15% 4% 15% Australia 7% 32% 37% 12% 12% Japan Very comfortable Somewhat comfortable Not very comfortable Not at all comfortable Don t know 10 11

Continuing in this vein, younger people are less likely to see biometric information positively influencing border security (27 percent of 18 to 24 years olds versus 37 percent of 65s and overs). Younger citizens are also less likely to see biometrics improving customs and border control processes while traveling (26 percent of 18 to 24 years olds say that biometrics could improve the ease of navigating unfamiliar customs and border processes when traveling between countries, versus 39 percent of 65s and overs). Perhaps highlighting the biometrics industry s nascence, younger people who used e-gates report being more satisfied by them this may reflect the fact that the likelihood of having used an e-gate in the past decreases with the respondent s age (32 percent of 18 to 24 year olds versus 16 percent of 65 year olds and older). However, awareness of biometrics does appear to fall off with age. More than half (56 percent) of those aged 18 to 34 years have heard of biometrics before, compared to just 41 percent of those aged 65 and over. Finger scanning Facial recognition Palm scanning The longer term prospects are encouraging: younger citizens that are comfortable sharing biometric information in at least one situation are comfortable sharing a wider variety of biometrics compared with older citizens. Indeed, in perhaps the most surprising finding of all, age does not appear to be a deciding factor; it is the type of modality being used which sees the greatest differential. Virtually all of the 18 to 24 year olds (91 percent) said they were comfortable sharing finger scanning biometrics and even the least comfortable age group of 55 to 64 year olds came in at a high 83 percent. Whereas, in most cases, there was a 20 percent gap between comfort levels, across all age groups, with the finger scanning modality and the next most popular modality, facial recognition. Global 18-24 25-34 35-44 45-54 55-64 65+ 87 91 90 89 85 83 85 69 75 71 63 67 69 71 62 73 64 58 63 60 56 THREE WAYS TO DEVELOP DIGITAL BORDERS 72 % 73 % believe using biometrics to verify the identity of everyone crossing borders would increase security But more than half 69 % have not shared biometrics to date People that have used an e-gate are more comfortable using biometrics to verify their identities compared to the wider global population The 2014 research offers insights into how border management agencies around the world can develop their digital journeys. Here are three key takeaways for border agencies: Make biometrics fundamental and universal Biometrics need to lie at the heart of border management; if they are optional or incidental there is the potential for uncertainty and poor execution. Making biometrics integral to the way borders operate means traveler authentication not only becomes easier, but also is more robust than relying solely on human interaction and the survey shows that travelers acknowledge there are benefits to be gained. While finger scans may be intrusive, the citizens surveyed made it clear that they are ready to make such biometric practices fundamental to their travel experience; it is a finding that illustrates that biometrics is here to stay. What is more, if biometrics is ubiquitous and universal border agencies can seize the opportunity to continue to improve existing processes, raise the levels of security and facilitation and realize even greater rewards. Serve the majority and the minority Our survey shows that most people are willing to share their personal data and biometrics and border agencies need to find a way to serve this majority, plus reflect the fact that a minority of travelers are still uncomfortable with biometrics. As a result, border agencies need to find a way of facilitating the majority in the best possible way at the same time as continuing to nurture the needs of the minority. Show and tell digital border benefits Although nearly 50 percent of citizens who had recently traveled commented on the friendliness of customs and border control staff, there is clearly a gap with border agencies and the public between perception and practice. Our survey found a correlation between the use of biometrics and the acceptability of biometrics it is an important dimension and one that border management agencies need to exploit through elements such as better communication and education of biometric benefits. Iris scanning 58 66 64 53 59 54 56 DNA collection 42 62 49 41 36 38 34 NOTE: Although DNA is a viable biometric, it is not practically viable in a travel context at this point in time. However, our question hoped to explore public perception of its use. Overall, as the survey results show, digital technologies and more especially, biometrics are gaining acceptability as they increase in familiarity. Outside of the border environment, the use of combined modalities is commonplace citizens think nothing of the identity verification process if they choose to hire a car or open a bank account. In the same way, biometrics offer a reliable means to manage borders and with the support of the public, they can realize enormous gains. The citizens we surveyed appear ready to embrace biometric borders and digital travel. Accenture believes this report, and subsequent surveys in future years, can help monitor how well public perceptions align with reality on the journey to better border management solutions. 12 13

ABOUT DELIVERING PUBLIC SERVICE FOR THE FUTURE What does it take to deliver public service for the future? Public service leaders must embrace four structural shifts advancing toward personalized services, insight-driven operations, a public entrepreneurship mindset and a cross-agency commitment to mission productivity. By making these shifts, leaders can support flourishing societies, safe, secure nations and economic vitality for citizens in a digital world delivering public service for the future. ABOUT ACCENTURE Accenture is a global management consulting, technology services and outsourcing company, with approximately 319,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$30.0 billion for the fiscal year ended Aug. 31, 2014. Its home page is www.accenture.com. CONTACTS For more information about the Accenture borders and biometrics survey, please contact: MARK CREGO Global Managing Director Accenture Border and Identity Services mark.s.crego@accenture.com +1 703-947-1418 Connect with us to learn more on delivering public service for the future on Twitter @AccenturePubSvc The views and opinions expressed in this document are meant to stimulate thought and discussion. As each business has unique requirements and objectives, these ideas should not be viewed as professional advice with respect to your business. This document makes descriptive reference to trademarks that may be owned by others. The use of such trademarks herein is not an assertion of ownership of such trademarks by Accenture and is not intended to represent or imply the existence of an association between Accenture and the lawful owners of such trademarks. Copyright 2015 Accenture. rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.