Experian

Experian Identity Management with Identity IQ

Identity Intelligent Questioning (IIQ) is a challenge and response system of identity authentication / verification based on trusted data sources. Individuals processed are required to answer randomly generated questions based on the Experian bureau data available for the individual, known only to the legitimate owner of the identity.

Features

• Available as real time integrated or via user interface
• Easy to understand and intuitive web interface available for results.
• Configurable choice of questions offered
• Configurable strategy required to achieve a decision
• Uses Credit records, Voters Roll, ONS, Adverse Information, Telephone Directory.
• Full results audit trail

Benefits

• Cost effective identity verification
• Reduce friction for citizens.
• Reduce effort reviewing paper documentation
• Reduce risk and standardise decisions
• Enable digital processes.
• Risk-averse approach to data management
• Can help meet GPG45 Identity Standard

£0.35 to £2.98 a unit

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at digitalmarketplace@experian.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

201437802370015

Contact

Experian Public Sector
+44 (0) 115 941 0888
digitalmarketplace@experian.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: The service can only be used for the Authentication of Individuals who have either given consent or you will need to ensure that, within your collection notices, your customer is made aware that their data will be passed to Experian.
• System requirements:
  • Fully supported release of Web Browser
  • Experian Issued Certificates for API access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: To manage client services effectively and consistently, Experian provides Major Incident Management, Incident Management, Service Request Management, Problem Management and Operational Change Management with standardised processes. Incidents and Major Incidents are given Priorities, with higher Priorities receiving faster responses and restoration times. Tracking these values and performing internal data analysis enables Experian to continually improve these services and reduce impact to all clients.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Standard support is weekdays 09:00 - 17:00 UK time, excluding public holidays, but enhanced packages can offer 24/7 Major Incident Management and Availability Management.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: -Technical support during service setup and/or integration - User Documentation - On site Training available at cost - User Webinars
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The Experian Identity Authenticate does not store client data only a footprint of checks carried out for audit purposes.
• End-of-contract process: Not applicable

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: The interface is a SOAP web services interface that users can integrate against as many of the available services as required.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The solution allows a small amount of customisation through the use of pre-defined parameters.

Scaling

• Independence of resources: In capacity planning, consideration is given to increased demand over time and fluctuating peaks and troughs in demand, identified through understanding concurrent users, types of users, types of activity undertaken, seasonal activity, etc. In this way, it is possible to plan for capacity management rather than having to react, when unanticipated situations arise. In addition, database administrators continually monitor activity and performance and will take the steps necessary to ensure that the service received is of the highest possible quality.

Analytics

• Service usage metrics: Yes
• Metrics types: Standard MI usage reports are available upon request.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: This is included within the functionality of the online solution and API. Batch trace files can be uploaded as csv onto a secure transport site.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Availability SLAs will be defined case-by-case. The actual Availability of Identity IQ in FY24 across all UK&I clients was 99.994%.
• Approach to resilience: Experian backs up all data that has an on-going business value for operational recovery purposes and to comply with business continuity plans. Backups are regularly tested for reliability and integrity, and restoration procedures are tested for effectiveness and acceptable performance. The confidentiality, integrity and availability of backup media is protected in storage using physical, environmental and technical controls, such as secure storage and encryption. ; ; The primary data resides in Fairham House datacentre and backup data is transferred over dedicated dark fibre links to Experian’s DR site in Bulwell. This is a very secure transfer method and the data cannot be intercepted. This data then resides on tapes in robotic silo’s and NEVER leaves this location physically, if the data is needed, it will be recalled over the same dedicated dark fibre links to Fairham.
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Users have their access controlled using a user role and security group function. In addition access can be restricted to specific client IP addresses.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: DNV GL Business Assurance Limited
• ISO/IEC 27001 accreditation date: 20/12/16
• What the ISO/IEC 27001 doesn’t cover: The following is covered by the scope of the certificate; the delivery and support of Experian IT infrastructure, operations, architecture and associated compliance and facilities management undertaken within the UK data centres.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Trustwave
• PCI DSS accreditation date: 28/10/16
• What the PCI DSS doesn’t cover: N/a
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: Cyber Essentials

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Experian have comprehensive Global Security Policies based on the ISO27001 standard which covers;; - Organisation and Management; - Information Security; - Asset Classification; - Physical and Environmental Security; - Communications and Operations Management; - System Access; - Systems Development and Maintenance; - Compliance; - Personnel and Provisioning; - Business Continuity Management; - Third Party Management

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All modifications and improvements to Experian's information systems will be managed through a controlled change management process. Experian have a Change Management Policy which is underpinned by processes and procedures based on ITIL best practice. This is a mature process implemented in 2000. We use a Service Management tool that integrates Change Management, Incident Management, Problem Management, Configuration Management and Knowledge Management. Our Change Management policy, process and procedures are regularly audited by independent auditors.; ; Experian business units will establish and maintain a process for documenting proposed changes to information systems.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: In line with our Global Information Security Policy, Experian performs regular vulnerability and integrity checks of our systems. The scheduling varies depending on criticality and exposure of the system being checked; ; Experian has regular network security assessment conducted of both internal and external deployments, in which the Firewall Infrastructure is tested, including internal components, applications, and employed servers; ; Vendor software patches are applied on a monthly cycle with a risk-based approach taken to prioritisation via an automated Patch & Fix strategy which is underpinned with a technology infrastructure to deliver corrective updates.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Monitoring processes and tools are in place to manage alarms generated by security related alerts and these are fed into the incident management process. Experian has a formally documented risk based incident management process to respond to security violations, unusual or suspicious events and incidents. In the event an incident occurs a team of experts from all relevant areas of Experian are gathered to form an incident response team, who manage activities until resolution. The incident response team are available 24/7 to resolve any incident. Out of core hours the dedicated incident hotline is routed to the command centre.
• Incident management type: Supplier-defined controls
• Incident management approach: The incident management process incorporates a number of participants and contributors, including: Global Security Office - who facilitate and coordinate activities under the business security coordinator's guidance; Business Security Coordinator - a representative of the impacted business area, responsible for coordinating resolution activities; Incident Response Team (IRT) - IRT is made up of a membership that are empowered to make key decisions surrounding the actions to be taken to reduce impact, control actions, and impose corrective activities. A client report would be created, including: high level overview; facts; overview of events; actions taken.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  As an information services business, we have a relatively small environmental footprint compared to ; many other industries. The biggest impact from our controlled operations relates to greenhouse gas ; emissions from energy used to power, heat and cool our buildings and data centres, and from ; business travel (pre-Covid-19). Every year we reduce our carbon footprint, yet we want to take it ; further and accelerate our response to the climate change challenge; We’ve started our journey to becoming carbon neutral. Our global Corporate Responsibility team is ; engaging with various teams across the organisation to discuss carbon reduction initiatives and get a ; good understanding of what’s needed to achieve our target by 2030. This will allow us to develop a ; detailed Carbon Neutral Plan, including initiatives, targets, costings and timeframes, for agreement by ; end of November.

  Covid-19 recovery

  We have focused on supporting our people, clients and consumers throughout the COVID-19 ; pandemic, using data as a force for good, helping to navigate the crisis.; We quickly transitioned the majority of our employees to work from home. We introduced flexible ; working and increased collaboration tools and support networks, such as mindfulness programmes, to ; help our people navigate the challenges of home working. Webinars and senior leadership vlogs ; helped us connect. Our employees around the world have shown incredible resilience, commitment ; and flexibility during the COVID-19 pandemic and this is reflected in our results. ; We maintained operational capacity throughout the pandemic, we have kept the health and safety of ; our employees as the primary consideration of our pandemic response. Most of our employees are ; still working remotely. An effort is underway to determine our strategy for work arrangements in the ; future. We expect this to be guided by a consistent global framework and principles, with local ; flexibility around the approach to account for legal and cultural nuances.; We continue to take industry-leading positions designed to protect and educate consumers, as well as ; to promote the responsible reporting of data, with appropriate safeguards, in order to help the ; economic recovery from the crisis.

  Tackling economic inequality

  We help millions of people and businesses around the world get fair and affordable access to ; essential services and we work hard to make sure our business has a positive impact on the world, ; never a negative one. Our responsibilities – to people, society and the environment – guide ; everything we do.; By collecting and analysing data, we help people and businesses build up a financial track record and ; gain access to essential, everyday services that have previously been out of reach. We’re also ; pioneering the use of alternative data, such as rental or utility payments, to help people with limited ; financial history build up and strengthen their credit profiles.; Our people’s talents and our business resources go beyond the workplace. We encourage our people ; to use their skills to benefit society: many volunteer their time and skills to support their communities ; and improve financial education.; We also help our people support local groups and charities by matching funding and giving donations.; At Experian we realise relationships with all our stakeholders are key to our success and sustainable ; business growth. We also recognise that we have an impact on and responsibilities for the society we ; trade within. We consider these responsibilities carefully and aim to have a positive impact wherever ; we can. ; Experian has developed a set of CR principles, endorsed by our Management Committee, to guide ; and enhance the way we work with our customers (both clients and individual consumers), ; colleagues, suppliers and communities. As a company, we are committed to working by these ; principles and will regularly benchmark and assess our progress in each area and report through our ; parent company. ; Please see a copy of Experian’s supply chain principles on the following link: ; https://www.experian.com/corporate/code-of-business-conduct

  Equal opportunity

  Each and every one of our people deserves to feel valued, represented, and that they belong at ; Experian. We have over 30 employee-led groups globally that play a huge part in creating inclusion ; and advocating on behalf of our people. These groups are not only a safe space for anyone who ; needs it, but also drive change and build awareness across Experian, raising the standard for ; everyone.; Experian are registered as ‘Disability Confident’ and are currently undertaking an assessment with the ; Business Disability Forum. Our top 3 areas for focus this year is in learning & development, ; communications and technology. Our ambition is to remove barriers for all employees with disabilities ; at Experian. ; Experian recognises that equal opportunities are fundamental to the Company’s success and is ; committed to encouraging a working climate that respects and promotes equality. There is a ; publicised Equality, Diversity and Inclusion policy which sets out the Company and employee ; responsibilities for ensuring equality and embedding a culture and working environment that actively ; safeguards against discrimination and unfavourable treatment of people in all aspects of employment ; including recruitment, promotion and training opportunities. There is also a Dignity at Work policy ; which sets out Experian’s commitment to creating a work environment free of harassment and ; bullying, ensuring everyone is treated with dignity and respect. All of the policies are compliant with ; the requirements of the Equality Act 2010 and the relevant clauses of the HRA.; More information can be found in Experian’s Diversity, Equity and Inclusion Report here: ; https://www.experianplc.com/investors/reports/

  Wellbeing

  Since the pandemic we have increased our focus on the health and well-being of our teams across ; the world. We quickly implemented regular pulse surveys so we could respond rapidly and ensure the ; right support was available. We emphasised mental health, reflecting the challenges people faced ; while working remotely. A response to the statement ‘I am feeling physically and mentally well’ was ; 75% favourable on average across five pulse surveys we ran during the year. We put in place a range ; of initiatives to support our teams, for example #ReachOut, which gave all employees access to ; resources to support their physical and mental health whenever they needed it.; Experian has an important role to play in helping everyone through these uncertain times. We ; recognise the significance of the role we play in the UK economy and we are committed to ensuring ; that our data services are being used to help, protecting vulnerable people, businesses and ; communities.; At Experian, we work to create a better tomorrow for consumers, for businesses, and for our ; communities. This ambition underpins our plans for our people – to ensure we have the best people, ; working in a high-performing and inclusive environment where they feel they can do their best work in ; support of our vision.; We help millions of people gain access to essential, everyday services by helping them make the ; most of their data by Improving financial identities and access to credit, providing credit and financial ; education and tackling unmanageable debt among vulnerable groups. We define our responsibility as ; playing an active part in social and economic regeneration in our communities, at a local, national and ; global level, and we have many motivations for this engagement.

Pricing

• Price: £0.35 to £2.98 a unit
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at digitalmarketplace@experian.com. Tell them what format you need. It will help if you say what assistive technology you use.