Work Package 8

This work package will ensure that OCTAVE’s technological developments are application and exploitation-driven. The banking and airport-operator applications are supported by consortium partners and represent two distinctly different scenarios: data-sensitive and mission-critical. OCTAVE’s relevant partners are stakeholders of commercially relevant services, and for which secure and convenient access control through voice biometrics is envisaged as a leap forward in terms of innovation towards improving the customer/user experience while reducing operational costs. WP8 will produce operational requirements and ensure that the project moves effectively towards meeting

those requirements through the delivery of the OCTAVE platform. The operational requirements will form reference constraints during the implementation and will form the input to WP7 for test and validation.

OBJECTIVES

WP 8 is aimed at verifying the implementation of biometric voice verification under real conditions. The results of the WP5 activities defining the single aspects characterizing the speaker verification platform, and the integration activities of WP6 following the functional and performance assessment of Speaker Verification (SV) technological components provided by WP3 and WP4, will here be applied in a real scenario considering two different applications. The characteristics of these two pilots allow one to verify the application in the context of physical access to areas subject to limitation, with important values of security; and also to check the validity of the solutions even in commercially evolved contexts, aiming at the provision of services strongly correlated with the use of ICT platforms. Therefore, the application context is two-fold:

1) An application proposed by SEA Aeroporti di Milano, which foresees a physical (hence local) access, to be authenticated by a remote central server. Such an application is a significant example of an authentication service granting access to a critical infrastructure.

2) An application proposed by Findomestic and Advalia, which foresees online authentication of customers accessing a highly automated customer assistance desk.

For both applications, the following objectives will be pursued:

  • Infrastructural-technological assessment, in order to define requirements for usability, from the application viewpoint, of the authentication system.
  • Adaptation of the applications to suitable API’s defined in cooperation with WP6.
  • Definition and organisation of user panels, to evaluate the impact derived from introducing the Trusted Biometric Authentication Service (TBAS) as a mediator between users and applications.
  • Using the testing results for final tuning of the TBAS by WP6 and of the applications making full use of the TBAS.
  • Using the validation results from the user panels, to establish a roll-out plan of the applications in a real operating environment.

DESCRIPTION OF WORK

For both applications, processes and procedures will be preliminarily assessed in parallel, so as to identify aspects that need to be adapted to the introduction of the TBAS platform. During this phase, development opportunities arising from matching the applications to the platform will also be analysed.

Guard criteria to be used throughout the implementation and the testing, by WP6 and WP7 respectively, will be defined. A major category of guard criteria will be compliance with personal data protection best practices used by the owners of the applications.

The WP will negotiate with WP6 protocols and programming interfaces to be used for effective and secure interaction and data exchange between the TBAS and the applications.

The application owners (Findomestic and SEA) will each identify and select customer panels that will participate in testing and validation. Criteria for the selection will be partly driven by suitable interaction with WP7. Testing and validation itself will be carried out within WP7. Evaluation parameters for the user experience will be defined, together with KPI’s (Key Performance Indicators); target values to be satisfied by the SV platform in compliance with the application needs will also be established. WP7 will organise the testing and evaluation campaign to measure on-field KPI’s and assess them against those target values.

WP8 will be the last, among the technical ones, to complete its operations, by developing a roll-out plan for the applications to be brought to a commercial operations environment. Such a plan will be specific for the applications owners, but constitutes a significant part of the general impact and exploitation plan that is under the responsibility of WP2 and that concerns all the “stakeholders” of OCTAVE in the innovation chain, from technology to market.

ACCOMPLISHMENTS IN MERIT OF WP 8

Business evaluation of the results of the trials

  • Evaluation from the viewpoint of a TBAS technology creator (i.e. an enterprise involved with development and marketing of Identity Management software and Speaker Verification software). Lessons learned and ways to progress the platform to a fully exploitable commercial product.
  • Evaluation from the view point of a TBAS technology customer (i.e. a bank or an airport) . Lessons learned and ways to introduce the technology in some of their business processes. Operational and financial benefits foreseen from introducing the technology.

Client Application for the SEA Trial: authorization of physical access to a restricted area

The Application has been developed in two separate modules, each installed on a different unit of a tablet, called uTouch, sold by Civintec, China.

  • Enrollment module for use by SEA Security Officers to register operators with the TBAS
  • Module for use by operators at the entrance of the restricted area

Client Application for authorization of physical access to a generic restricted area

The Application has been developed on a custom-assembled tablet, based on Raspberry Pi 3. It includes

  • An enrollment module  to register generic users with the TBAS, which uses  code challenge based on SMS as a validation factor for unsupervised enrollment.
  • A verification module for use by operators at the entrance of a generic restricted area

The application uses collection of voice samples characterized by short utterances, and as such invokes the TBAS SV engine with specific parameter settings.

The application has not been employed in user trials, but has served to show how  it is possible to build a TBAS client on a de-facto standard assembly kit, like Raspberry Pi 3. It is a candidate for use in several practical applications where unsupervised access authorization is a must.

Client Application for the Findomestic Trial: authorization of online access to banking services

The Application has been developed as a module, which modifies the current flow of the CISCO IVR server software. It includes the following functionality:

  • Enrollment of bank customers on the TBAS, via fixed or mobile telephone, for identity verification based on voice biometrics
  • Verification of bank customers, previously enrolled with the TBAS

Business requirements and key performance indicators

  • The top-most requirement is increased Customer Experience, leveraging on simplified authentication process
  • Reflect previous operations procedure
  • Multi-channel environment
  • User-friendly prompting and messages
  • Functional, security, performance, availability and scalability indicators.
  • Increased access to new Self Care services
  • Optimized interactions handling time
  • Trading-off between security and convenience

Operational environment and flows for physical access

  • User enrolment procedure
  • User acces procedure
  • Dedicated device for gate accesss control. Users speak to the device, which then checks remotely with the TBAS
  • Prompting and messages, in plain language (no coded messages), immediately understandable by the user
  • Trial target  and Productive Environment target (may differ from those of the online authentication)

Operational environment and flows for online authentication

  • User enrolment procedure
  • User acces procedure
  • Multi-channel environment: real customer management scenario foresees processes managed by the TBAS through the multiple channels provided by Findomestic (phone, web, web chat)
  • Prompting and messages, in plain language (no coded messages), immediately understandable by the user
  • Trial target  and Productive Environment target (may differ from those of the physical access application)

DELIVERABLES RELEASED SO FAR BY WP 8

This deliverable provides an evaluation of the potential commercial impact of “authentication as a service” provided by the OCTAVE TBAS ...
This deliverable is a consolidated application report with data analysis, comparisons and lessons learned from using the TBAS platform during ...
This report aims to provide a description of an application allowing airport operators for physical access in a restricted, sensitive, ...
This report aims to describe the implementation of an application that authenticates on-line users, in a financial services environment, by resorting ...
This report aims at defining the requirements that the OCTAVE platform must fulfil to guarantee the most effective business impact ...
The main purpose of this document is to provide an early, brief description of the Trial scenario of OCTAVE TBAS ...

WP LEADER

Marcella Scuccimarra

WP8 Leader and PCB Member

Marcella Scuccimarra is responsible for SEA Certifications and EU project Management Unit. She ensures the maintenance of the Environmental/energy Management Systems (UNI EN ISO 14001:2004, ISO 5001:2011, the Airport Carbon Accreditation for the reduction of CO2 emissions), as well as those related to airport safety. She also deals with the administrative and financial management of European projects in SEA Milan Airports. She has almost 20 years of experience in airport activities. She joined SEA in the airport operations department and also dealt with benchmarking activities focusing on environment and quality of services both on a national and international level.