National ID Program Training for Ethio Telecom Staffs PDF

1  NATIONAL ID PROGRAM TRAINING FOR ETHIOTELECOM STAFFS ‘’IDENTITY IS THE NEW COLLATERAL!” መታወቅ ለመተማመን!  CONTENTS 01 01- Introduction...

1  NATIONAL ID PROGRAM TRAINING FOR ETHIOTELECOM STAFFS ‘’IDENTITY IS THE NEW COLLATERAL!” መታወቅ ለመተማመን!  CONTENTS 01 01- Introduction to National ID 02 - NID Registration Procedure 02 03 03 - NIDP Legal Framework 04 04 - Data Quality Check and Update 05 - Data Quality Check and 05 Update 06 06 - How to Handle Registrants 3 INTRODUCTION TO NATIONAL ID ‘’IDENTITY IS THE NEW COLLATERAL!” መታወቅ ለመተማመን!  WHY FAYDA? Good governance, social and security issues Economic importance: $6.6 billion in direct benefits It is no less useful than the renaissance Dam 5  THE NATIONAL ID PROGRAM What ? ✓ It is a foundational proof of identity ✓ A basis for other identifications ✓ Integrating key services Who? ✓ For all citizens and legal residents of the country regardless of age When? ✓ Issues 90 million digital IDs by 2028 6  TRUST FRAMEWORK Ensuring trust in service delivery between institutions and residents Bank ID - 40 million Student ID - 30M Health ID - 55 million Social and Aid - 25 million Taxpayer ID - 10m 7  DATASETS 1 Demographic: Name, DoB, Gender, Current Address 2 Evidence (Proof) Documents: Proof of: Consent, Identity, Address, 3 Biometrics: Facial, 4-4-2 Fingerprint, Dual Iris REGISTRATION PROCESS 8 DIGITAL ID REGISTRATION ECOSYSTEM 9 CURRENT STATUS 10 TECHNOLOGY Open Source (MOSIP) Leave no one behind, Minimal Data Collection Security ✓Encryption of data in-flight or rest ✓Zero-Knowledge Administration ✓Digitally signed APIs In-house Customization ✓Local deployment - Non cloud based ✓Designed for easy Integration ✓Localized for Ethiopia's context Vendor Neutral 11  DIGITAL ID AUTHENTICATION ECOSYSTEM DIGITAL ID AUTHENTICATION ECOSYSTEM 12 ONLINE AUTHENTICATION WORKFLOW 13 AUTHENTICATIONS BY BANKS FAN/FIN OTP Printable Credentials PRINTABLE CREDENTIALS FAN/FIN OTP IDs 14 OTHER TOOLS RELATED WITH FAYDA Resident Portal 15 NID REGISTRATION PROCEDURE ‘’IDENTITY IS THE NEW COLLATERAL!” መታወቅ ለመተማመን!  OVERVIEW OF NID PROCEDURES 4.To ensure maximum security 3.A single, exclusive and unique number and confidentiality, the unique will be assigned to each individual. number will be sent to the individuals through their registered phone number or 2.The creation of the unique 12-digit email. number involves rigorous security checks and strict parameters 5.If an individual loses his/her unique identification number, he/she will be provided with the previously assigned one not new 1.Upon successful completion unique number. of the national ID registration 6.Please be aware that process, a 12-digit unique individuals are allowed to identifier will be generated register for the national ID only once. 7.The unique number associated with the national ID is subject to specific actions based on certain circumstances. 17  MADATORY VS NON-MANDATORY MANDATORY NON-MANDATORY Full name E=mail Date of Birth PIN Gender Address Nationality 18  DOCUMENTS www.id.et/proof There are 33 acceptable documents Keble ID Birth Certificate Passport Parent consent Driving License Note: If a registrant can not provide any of the above documents, he/she can be registered using witness-based registration 19  REGISTRATION PROTOCOL ‘’IDENTITY IS THE NEW COLLATERAL!” መታወቅ ለመተማመን!  REGISTRATION PROTOCOL Before Registration 01-Availability of a suitable space 07-Provision of credentials for NID operators It is crucial to verify the availability of 01 a suitable space that can Registration officer and supervisor will accommodate the registration kit and receive unique username and password to 07 registration officer and registrant access the registration system so that they will not share them to others. 02-Availability of electric supply 02 The registration room should be equipped with an appropriate 06-Conducting appropriate training electrical supply (divider, reducer, and surge protector) that enable Both the registering officer and 06 smooth and uninterrupted operation supervisor should take appropriate training that help them successfully 03-Availability of standard register NID clients chairs and table 03 The registration room should be 05-Availability of sanitary equipment equipped with standardized chairs that 05 provide comfortable seating for both It is essential to have sanitary equipment registrants and registration officers. (soft paper and hand sanitizer) readily 04 available on the registration table to create 04-Sturdy and spacious table well-being of both registration officer and registrant and enable the proper cleaning and A sturdy and spacious table is essential sanitization of the registration kits between uses. to accommodate the registration kit 21 REGISTRATION PROTOCOL… During Handle the registration kits Capturing demographic information registration Delicate components such as cables, the dual iris When capturing demographic information, camera, laptop, and photo camera require special accurate input into the system is crucial based on attention. Avoid excessive pulling or bending of the details provided on the consent form by cables to prevent damage or connectivity issues registrants Capturing documents Communicate with the registrant Align the document with the edges and corners of the scanner plate, adjust scanner settings to Communicate with the registrants to following accommodate the document size, smooth out the registration process on the second screen wrinkles or folds on the document and keep the to correct the discrepancy if any scanner clean and free from dust or debris Lorem Ipsum Enters information on one side Dual iris capture of the registration client Ensure the registry's eyes are free from foreign substances, the registry should remove any If the registration officer enters information on eyewear and hold the iris scanner horizontally one side of the registration client, except for the full name, the system automatically populates corresponding fields on the other side Capturing fingerprints While capturing fingerprints: clean fingerprint scanner Capturing face photo before capturing fingerprints, clean the scanner between registrations, capture fingerprints of all fingers (4 right- hand, 4 left-hand and 2 thumbs), apply appropriate ` While capturing pictures: use natural light or camera's LED light, use properly designed and aligned tables and chairs, widely open your eyes pressure when capturing fingerprints and accommodate and avoid hats and glasses that cast shadows or individuals with disabilities or specific circumstances obscure facial features Note: All mandatory fields indicated by a (*) sign should be filled 21  REGISTRATION PROTOCOL… After completing the registration process and using all the After registration registration equipment, it is important to properly organize and store the equipment Printer Power off the printer and disconnect any cables. Return the printer to its designated spot within the kit box Secure fitting Make sure that each piece of equipment fits properly in its designated position Document scanner within the kit box Any connecting cables should safely be detached. Place the scanner back in its designated spot within the kit box Dual iris scanner Detach any cables or accessories. Carefully place the scanner back in its designated position within the kit box 22 EXCEPTIONS HANDLING ‘’IDENTITY IS THE NEW COLLATERAL!” መታወቅ ለመተማመን!  WHAT IS AN EXCEPTION? Exceptions occur when an enrollee Exceptions have to be handled with is not able to give complete set of maximum care - Special care has biometrics as required by NID to be taken to make the enrollees Biometric requirements. comfortable throughout the entire 24  EXCEPTION HANDLING In Ethiopia, we may encounter many people who have worn out fingerprints because of physical labor and other activities. 25 EXCEPTION HANDLING… Problem with the eyes 25  EXCEPTION HANDLING… Amputation of fingers Amputation of hands 26  EXCEPTION HANDLING… Capture exception photo Palms should face the camera Face and both the hands should be in the frame If the exception is for Iris, the registrant does not need to raise his/her hands up 27 NIDP LEGAL FRAMEWORK የኢትዮጵያ ዲጂታል መታወቂያ የህግ ማዕቀፍ ‘’IDENTITY IS THE NEW COLLATERAL!” መታወቅ ለመተማመን!  የኢትዮጵያ ዲጂታል መታወቂያ የህግ ማዕቀፍ አዋጅ ቁጥር 1284/2015 ሚያዝያ 2016  በአዋጁ ላይ እንደተመለከተው የዲጂታል መታወቂያ ዓላማዎች ❖ ነዋሪዎች በየትኛውም የሀገሪቱ ክፍል ሲንቀሳቀሱ በቀላሉ የመታወቅ መብታቸው እንዲረጋገጥ በማድረግ ❖ ለሰብአዊ መብቶቸ አከባበር እና ለመልካም አስተዳደር መሻሻል አስተዋፅኦ ማድረግ፣ ዓላማዎች ❖ አገልግሎት ማግኘት የሚፈልጉ ግለሰቦችን በቀላሉ ለመለየት የሚያስችል የዲጂታል መታወቂያ ሥርዓት በመዘርጋት በአገልግሎት ሰጪ እና አገልግሎት ተቀባይ መካከል እምነት እንዲጎለብት ማድረግ፣ ❖ አገልግሎት ማግኘት የሚፈልጉ ግለሰቦችን በቀላሉ ለመለየት የሚያስችል የዲጂታል መታወቂያ ሥርዓት በመዘርጋት በአገልግሎት ሰጪ እና አገልግሎት ተቀባይ መካከል እምነት እንዲጎለብት ማድረግ፣ ❖ ሕገ-ወጥ ተግባራትን መከላከል 30 31 National ID / ብሔራዊ መታወቂያ ❖ የአንድን ነዋሪ ማንነትን ለማስረዳት ወይም ለማረጋገጥ እንደ ህጋዊ እና በቂ ማስረጃ ተደርጎ እንደሚወሰድ; ❖ ማንኛውም ተጠቃሚ አካል ለነዋሪው ለሚሰጠው አገልግሎት የዲጂታል መታወቂያ እንደ አስገዳጅ ቅድመ ሁኔታ የሚያደርግ አሠራር በሚመለከተው ተቆጣጣሪ አካል ፍቃድ መዘርጋት እንዳለበት ተደንግጓል; 32 33 34 የግል ዳታ ጥበቃ እና ደህንነት 35 36 የህግ ተጠያቂነት 37 38  የመረጃ አጠባበቅ ስርዓት ❖ አሰራርና ህግን ጠብቆ በዲጂታል መታወቂያ ስርዓት ለተሰበሰበ የማንኛውም ተመዝጋቢ ግላዊ መረጃ ያለ ተመዝጋቢው ፈቃድ ለሌላ ሰው መግለጽ ፣ ማስተላለፍም ሆነ እንዲለወጥ መፍቀድ የተከለከለ ነው፡፡ ❖ ይህን ክልከላ መተላለፍም በወንጀል የሚስጠይቅ ስለመሆኑ በአዋጁ አንቀፅ 25 ላይ ተደንግጓል፡፡ ❖ ነገር ግን አንዳንድ ጊዜ ለፍትህ ስራ አስፈላጊ ሆኖ ከተገኘ በህግ ስልጣን ለተሰጠው ወይም በፍርድ ቤት ትዕዛዝ መሠረት የግል መረጃው ለሚመለከተው ህጋዊ አካል ሊገለጽ ወይም ሊተላለፍ እንደሚችል ተደንግጓል፡፡ የአሰራር ስርዓት ስምምነት (Operation Agreement) ሀላፊነቶች -- የምዝገባ መሳሪያዎችን በሚመለከት- ጥንቃቄ፣ አጠቃቀም -- የተመዝጋቢዎችን መረጃዎች - የግል ዳታ ጥበቃ መረጃ አሰጣጥ- ስለምዝገባ 39 - ትክክለኛ መረጃ ስለመሙላት - ህጋዊ ሀላፊነት የዳታ ጥራት ሀላፊነት  የወንጀል ተጠያቂነት ✓ ዲጂታል መታወቂያን እንደ ህጋዊ መታወቂያ ለመቀበል ፈቃደኛ ያልሆነ ወይም በዚህ አዋጅ አንቀፅ 20 ላይ የተመለከተውን የመተባበር ግዴታ የተላለፈ ማንኛውም ሰው ከአስር ሺህ እስከ አንድ መቶ ሺህ ብር በሚደርስ የገንዘብ መቀጮ ይቀጣል፤ ✓ ዲጂታል መታወቂያ ለማግኘት የተሰበሰቡ መረጃዎችን ሆነ ብሎ ለሶስተኛ ወገን አሳልፎ የሰጠ ማንኛውም ሰው ከአንድ አመት እስከ አምስት አመት ወይም እንደነገሩ ክብደት እስከ ስምንት ዓመት በሚደርስ ፅኑ እስራት ይቀጣል፣ 40 CYBER SECURITY AND DATA PRIVACY AWARENESS SESSION ‘’IDENTITY IS THE NEW COLLATERAL!” መታወቅ ለመተማመን! CYBER SECURITY AND DATA PRIVACY AWARENESS SESSION ❖ In today's digital age, protecting sensitive information is critical for both individuals and organizations ❖ This comprehensive training program equips participants with the essential knowledge and skills to safeguard data and minimize a wide range of cybersecurity risks, empowering them to navigate the evolving landscape of cyber threats and data privacy regulations with confidence 42  WHAT IS CYBER SECURITY ? Cyber security is the practice of protecting digital systems, networks, and data from unauthorized access, theft, or damage. It is crucial in our increasingly connected world to safeguard against evolving cyber threats and vulnerabilities. TRIADE'S OF CYBERSECURITY Confidentiality Integrity Availability Ensures that only authorized Ensures that data is accurate, Guarantees that authorized users can users can access sensitive complete, and hasn’t been tampered access information and system information. with. whenever needed. - Encryption - Data validation - System uptime - Access control - Backups - Redundancy measures and - Secure storage practice - Intrusion detection system - Disaster recovery plan 43  INTRODUCTION TO CYBER THREATS 1 Malware 2 Phishing Viruses, worms, and trojans that can Deceptive emails and websites steal data or disrupt systems. designed to trick users into revealing login credentials. 3 Data Breaches 4 Ransomware Unauthorized access to sensitive Malware that encrypts files and information, often resulting in financial demands payment to restore access. and reputational damage. 44  BUILDING A CULTURE OF SECURITY Employee Responsibilities 1 Emphasize the crucial role that employees play in maintaining data security, including following company policies, reporting suspicious activity, and maintaining strong password hygiene. 2 Security Awareness Training Highlight the importance of comprehensive security Continuous Improvement awareness training, which empowers employees to Explain the importance of ongoing security assessments, recognize potential threats, respond appropriately, policy reviews, and the implementation of lessons learned to 3 and foster a proactive and vigilant mindset within the ensure that the organization's cybersecurity and data privacy organization. protection measures remain robust and adaptable to emerging threats. 45  IDENTIFYING AND AVOIDING PHISHING ATTACKS Recognize 1 Look for suspicious email senders, poor grammar, and requests for sensitive information. 2 Verify Confirm the legitimacy of requests by contacting the sender through a known, trusted channel. Report 3 Report any suspected phishing attempts to your organization's IT security team. 46  SOCIAL MEDIA AND ONLINE REPUTATION MANAGEMENT Review Privacy Settings Be Mindful of Posts Monitor Your Digital Footprint Adjust your social media privacy Think twice before sharing sensitive Regularly search for and address settings to limit the visibility of your information or content that could any negative or inaccurate personal information. damage your professional reputation. information about you online. 47  KEY TAKEAWAYS Cybersecurity Fundamentals Understanding cyber threats, vulnerabilities, and the importance of strong access controls Data Privacy Principles Identifying data types, complying with regulations, and implementing secure data management practices Threat Mitigation Strategies Recognizing common attacks, deploying effective defense mechanisms, and establishing incident response protocols Building a Security Culture Defining employee responsibilities, fostering security awareness, and driving continuous improvement Emerging Trends and Technologies Exploring the security implications of IoT, cloud, AI, and quantum computing, and adapting to the evolving landscape 48 DATA QUALITY CHECK AND UPDATE ‘’IDENTITY IS THE NEW COLLATERAL!” መታወቅ ለመተማመን! CONTENTS 1 Data Quality Check 2 Data Approve 3 Data Upload 4 Data Update 5 Exception Handling 50 DATA QUALITY CHECK (CONT..) 51 DATA UPLOAD (SUPERVISORS ROLE) Upload all packets DATA UPLOAD (SUPERVISORS ROLE)…. Upload each packets 52 DATA UPDATE Why data update required? Legal Name changed by court Incorrect age Name mismatch Amputated finger or Hand In case of Eye damage after being registered EXCEPTION HANDLING When we handle Exception? Amputated finger or Hand Injury For eye problem Naturally disabled, etc 54 HOW TO HANDLE REGISTRANTS ‘’IDENTITY IS THE NEW COLLATERAL!” መታወቅ ለመተማመን!  56 THE ESSENCE OF SERVE TO SOLVE APPROACH “Everything you think, feel, say or do is either a service or disservice to yourself and everyone around you.” 80% OF WORKPLACE ISSUES ARE COMMUNICATION RELATED SERVE TO SOLVE APPROACH SERVE TO SOLVE is a customer service framework that emphasizes proactive problem- solving and anticipating customer needs. S Smile& Greet Explore needs. E R Recommend solutions Value proportions V s R V Experience the Close E E E 57 Smile & Greet  SMILE AND GREET Smile & Greet Making a Positive First Impression This initial interaction sets the tone for the entire customer experience A warm smile, friendly greeting, and professional demeanor make a lasting impact. Create Bonding and Rapport Actively listen to the customer's concerns, needs, and budget. Ask open-ended questions to fully comprehend their situation and what they're looking for.  STEPS APPROACHING CUSTOMER… 2. Communicate your pleasure to meet and serve. 3. Introduce yourself with smile: shake hands and invite to seat Ask what you may help This will set the mood/atmosphere Build confidence and trust so that Customer will be relaxed to express his need Note: But don’t overplay it till you seem a cheat! 60 Explore needs  EXPLORE CUSTOMER NEEDS ▪ Customers vary greatly in their perceptions and requirements, so salespeople must learn how to uncover those differences. ▪ Actively listen to the customer's concerns, needs, and budget. Ask questions to fully comprehend their situation and what they're looking for. ▪ “If you understand customer needs, you are sowing the needs ▪ “If you sell your product without understanding the customer need, it is like writing prescription for a patient without diagnosing!” 62  RECOMMEND SOLUTIONS… Strategy tips to recommend solutions: Understand your product catalog: Know how different products work together to benefit the customer. Use customer data: Analyze past purchases and browsing behavior to suggest relevant add-ons. Package deals: choose bundles that combine frequently purchased items at a discounted price Focus on customer needs: Don't just push products; identify what will genuinely improve their experience. Avoid being pushy: Present options in a helpful, informative way. Use social proof: Testimonials and positive reviews can build trust and encourage customers to consider additional products. Personalization is key: Utilize customer data and usage patterns to tailor recommendations that genuinely add value to their existing plan. 63 Value propositions  VALUE PROPOSTION This is a stage on which the salesperson outlines the product's features and benefits, matching them to the client's needs. When you speak to a customer, you must tell istics Uses a r acter them how the product will be an advantage to Ch them. Guide the customer towards a confident purchase decision. Benefits Address any remaining concerns and answer questions clearly. Secure the sale while ensuring the customer feels satisfied with their choice. HANDLING DIFFICULT CUSTOMERS ‘’IDENTITY IS THE NEW COLLATERAL!” መታወቅ ለመተማመን!  MANAGING DIFFICULT CUSTOMER Irate Keep the emotion in check Use positive language instead of you can not do any thing Stay professional Try to and show the customer working as a team Use basic customer handling techniques Greet the customer( good morning, good afternoon or hi how are you to day) Connect in some way Listen with your full attention Ask short guided questions Agree with something Have the customer small decision Know what you can offer 67 67  MANAGING DIFFICULT CUSTOMER Angry Always stay calm Do not retaliate Apologies only for specific inconvenience Focus on the issue or complaint Allow the customer to vent annoyance 68  MANAGING DIFFICULT CUSTOMER Critical Stay emotionally detached Be patient Replay to questions competently Assure the customer Let the customer vent negative comments Never show the customer your superiority Give the customer the time they need Manage the bargaining process patiently 69 Experience the close and handle objections  EXPERIENCE THE CLOSE AND HANDLE OBJECTIONS Guide the customer towards a confident purchase decision. Address any remaining concerns and answer questions clearly. Secure the sale while ensuring the customer feels satisfied with their choice. Closing the sale is obtaining an implicit or explicit agreement to buy from the customer. Don’t rush a customer into making a buying decision. Be patient, courteous, polite, and helpful. When trying to close a sale, look for buying signals. These include: ✓ Facial expressions ✓ Body language ✓ Comments 71  CLOSING TECHNIQUES… HOW TO evaluation CUSTOMER satisfaction? Suggestion selling Offering related products/services (Cross-Selling) Recommending larger quantities (Up-Selling) Calling attention to special sales opportunities Rephrase the non-verbal or verbal satisfaction. Final touch Reassure the person of his or her wise buying choices Express your availability for him/her and United partnership relatives/friends/associates. Personalized goodbye. Name of the Customer Keeping a customer file with specific preferences and conversation notes Follow-up make sure that the delivery occurs as promised Call the customer and explain any delay 72  CLOSING TECHNIQUES… , Five techniques for handling objections: A Restate Answer Check if the Listen the cknowledge the the objection is Carefully Customer's Objections Objections Objections gone and Close! 73  SUMMARY OF “SERVE TO SOLVE” APPROACH Secure the E - Experience the Sale and Close & handle Ensure objections Customer Satisfaction V - Value Proposition Highlight Benefits that Address Customer Needs R - Recommend Solutions Present Relevant Products and Services E - Explore Needs Actively Listen and Understand Customer Requirements S-Smile & Greet Making a Positive First Impression 74 BASIC CUSTOMER SERVICE ETIQUETTES WHILE HANDLING CALLS 03 Maintain a professional tone throughout the entire conversation even when handling difficult customers. 04 Adapt your communication style to the customer to build greater rapport and trust with them. THANK YOU!