Data protection in services and support roles: a qualitative research amongst ICT professionals

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Abstract

Customers expect their data to be protected and not used in a manner inconsistent. The protection of their data is paramount to customers, and they evaluate ICTs in part on how well they handle and protect it from being stolen or used improperly. In many industries customers are specifically mandated to evaluate how ICTs firms protects their data. When customers create an account with ICTs firms, or use their services, they expect that a set of specific rules around how ICTs are used to manage their information. This qualitative research studied which recommendations service and support professionals should follow in their daily tasks to ensure customer data protection. It present 12 recommendations: Data classification (three categories: low, medium and high business impact), Encryption security tools, Password protection, Services tools for data collection and storage, Who access data, How many access data, Testing customer data, Geographic rules, Data retention, Data minimization, Escalating issues, and Readiness and training. This paper is intended to help ICTs how to apply key data protection principles on their daily work. Provides important data protection recommendations that ICTs are expected to apply when handle customer data. By handling customer data safely, ICTs firms build trust and loyalty.
Original languageEnglish
Title of host publicationCENTERIS 2014 - Conference On Enterprise Information Systems / Projman 2014 - International Conference On Project Management / Hcist 2014 - International Conference On Health And Social Care Information Systems And Technologies
Pages710-717
Number of pages8
Volume16
DOIs
Publication statusPublished - 2014
EventConference on ENTERprise Information Systems (CENTERIS) / International Conference on Project MANagement (ProjMAN) / International Conference on Health and Social Care Information Systems and Technologies (HCIST) - Troia, Portugal
Duration: 15 Oct 201417 Oct 2014

Publication series

NameProcedia Technology
PublisherElsevier
ISSN (Print)2212-0173

Conference

ConferenceConference on ENTERprise Information Systems (CENTERIS) / International Conference on Project MANagement (ProjMAN) / International Conference on Health and Social Care Information Systems and Technologies (HCIST)
CountryPortugal
CityTroia
Period15/10/1417/10/14

Keywords

  • Data protection
  • data classification
  • privacy
  • security
  • ICT
  • support
  • services

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