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The year of surveillance

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The spectre of George Orwell’s 1984 loomed large this year as governments around the world made moves to increase their abilities to spy on citizens, according to NordVPN, which offers some advice.

It seems that in 2016 Internet privacy has experienced a string of shocks around the world. A Polish law was instated that loosened spying restrictions for police, the UK received Investigatory Powers Bill, Rule 41 in the U.S. gave the FBI hacking powers and Belarus was able to block the TOR network.

Restricting Internet privacy and interfering with people’s lives by mass surveillance brings fear to the society and dramatically increases the likelihood of criminal activity – not only by governments, but to whoever is able to hack, intercept or otherwise manipulate the system.

Below is the NordVPN review of the Year in Online Privacy, and some suggestions on how people can protect themselves online.

In Germany, new data retention act requires public telecommunication and Internet providers to retain various call detail records (CDRs). These include phone numbers, the date and time of phone calls and texts, the content of text messages, and, for mobile calls, the locations of call participants. In addition, Internet providers are required to store user metadata such as IP addresses, port numbers, and the date and time of Internet access.

Poland’s law expands government access to digital data and loosens restrictions on police spying. Collected metadata will be kept for up to 2 years. One doesn’t have to be an official suspect to be placed under surveillance for up to 18 months. In addition, the person being monitored will not be informed about it, compromising the protection of journalists’ sources and deterring potential whistleblowers.

On July 7, President Vladimir Putin of Russia signed into law several bills designed to help the government take measures against dissent online and demand unprecedented levels of data retention from the country’s telecom companies. For instance, the legislation warrants tougher sentencing for online commentary deemed as an incitement to hatred or a violation of human dignity. Such convictions now carry a minimum prison sentence of two years. The law requires service providers to monitor and store all calls, texts, chats and web browsing activity. The retained data can be accessed by several government agencies without a warrant.

The UK’s Investigatory Powers Act received the royal assent on November 29, opening up the gate for a disturbingly intrusive surveillance system. Among other things, the so-called Snoopers Charter gives the state the ability to indiscriminately hack, intercept, record, and monitor the communications and Internet use of all of the UK population. The entire browsing history of every resident of the UK will be stored for one year. Almost 50 police forces and government departments, ranging from the Metropolitan Police Service and GCHQ to the Food Standards Agency are authorized to access the data.

In the U.S., a new amendment to the Rule 41 of the US Federal Rules of Criminal Procedure quietly went into effect on December 1. It allows the FBI to secretly use malware to hack into thousands of computers with one warrant. There is no need to identify specific computers to be searched. That means FBI can hack into as many computers as they wish, whether their owners are suspected of some criminal activity or not.

New surveillance laws have also been passed and/or enacted in Belarus, China, Turkey, Ethiopia and elsewhere this year. For detailed information, visit our extensive coverage on those laws in our recent Privacy Review blog post.

Dangers of Surveillance States

Citizen control and surveillance, especially suspicions surveillance, whether physical or digital, has not proved to be an effective way to control criminal activity ­history tells us it has always turned out to be counter-productive, endangering lives and causing fear and insecurity.

For example, when the government opens a backdoor to citizen’s data, it means that this backdoor could potentially be used by anyone else, and can fall into the hands of hackers. Once the information is in the wrong hands, it can be used to steal people¹s identities and rob them of their bank accounts, for example. Data can also get misplaced, systems can crash and everyone can get endangered.

Solution

There are solutions to bypass some of these restrictive laws, the most reliable being a VPN service. A VPN sends your data through a securely encrypted tunnel before accessing the Internet ­ this protects any sensitive information about your location by hiding your IP address.

Connecting through a VPN tunnel hides your online activity from your Internet service provider (ISP). The only information visible to the ISP is that you are connected to a VPN server, while all other information is encrypted by the VPN¹s protocol. This prevents ISPs from collecting potentially sensitive data and passing it onto any third parties.

It¹s also important to use a VPN service that does not store activity records to ensure your data is not logged and forwarded to any agencies. NordVPN has a strict no-log policy and could not supply any information on your online activities even if requested.

Besides a VPNs, it’s also crucial to use anti-spyware software, to make sure to use a Firewall, not to install unapproved programs on the computer that might contain bugs, and to be generally vigilant about the kind of information one shares and opens online.

Africa News

Smart grids needed for Africa’s utilities

Power utilities across Africa should rethink their business models and how they manage and monetise their assets to keep pace with the changing energy ecosystem, says COLIN BEANEY, Global Industry Director for Asset-intensive and Energy and Utilities at IFS.

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Africa’s abundant natural resources and urgent need for power mean that it is one of the most exciting and innovative energy markets in a world that is moving rapidly towards clean, renewable energy sources. The continent’s energy industry is taking new approaches to providing unserved and underserved communities with access to power, with an emphasis on smart technologies and greener energy sources.

Power systems are evolving from centralised, top-down systems as interest in off-grid technology grows among African businesses and consumers. And according to PwC, we will see installed power capacity rise from 2012’s 90GW to 380GW in 2040 in sub-Saharan Africa. Power utilities are needing to rethink their business models and how they manage and monetise their assets to keep pace with the changing energy ecosystem.

Energy and utilities providers are transforming from centralised supply companies to more distributed, bi-directional service providers. They can only achieve this through the evolution of “smart grids” where sensors and smart meters will be able to provide the consumer with a more granular level of detail of power usage. This shift from an energy supplier to “lifestyle provider” will require a much more dynamic and optimised approach to maintenance and field service.

African companies must thus embrace digital transformation as an imperative. This transformation begins by embracing enterprise asset management to improve asset utilisation. The subsequent steps are enhancing upstream and downstream supply chain management; resource optimisation; introducing enterprise operational intelligence; embracing new technologies such as the Internet of Things, machine learning, and predictive maintenance; and becoming a smart utility.

Embracing mobility to drive ROI

Getting it right is about putting in place an enterprise backbone that accommodates asset and project management, multinational languages and currencies, new energies and markets, visualisation of the entire value chain, and mobility apps. Mobile technologies that support the field workforce have a vital role to play in driving better ROI from utilities’ investments in enterprise asset management and enterprise resource planning solutions.

Today’s leading enterprise asset management solutions feature powerful functionality for mobile management of the complete workflow of work orders – from logging status changes and updates, from receiving and creating new orders to concluding the job and reporting time, material and expenses. Such solutions are easy to deploy and intuitive for end users to learn and use.

Importantly for organisations operating in parts of the continent with poor telecoms infrastructure, connectivity is not an issue. The solutions work offline and synchronises when network connectivity is available. Users can work on any device—laptops, tablets, and smartphones—commercial or ruggedised.

By ensuring that field technicians have easy access to information and processes, the mobile solution enables technicians and maintenance engineers to easily do the following tasks:

·         Create a new work order on the fly and log new opportunities

·         Access both historical and planned work information when requested

·         Permit customers to sign when the job is completed

·         Capture measurements and inspection notes on route work orders

·         Create new fault reports on routing

·         Facilitate documentation through photo capturing

·         Provide easy access to technical data and preventive actions.

The power of mobility allows the engineer to be the origin of all data capture on a service event. They can easily inquire on asset history, record parts used or parts needed for repair, record labour hours, and expenses as they occur, and any notes of repairs performed. When coupled with workforce management tools, such solutions unlock significant productivity gains for utilities who are trying to get the most from their workforce and assets.

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Brands fall for app vanity

The experience of a mobile screen full of icons, representing independent apps that your need to open to experience them, is making less sense. Instead, businesses should serve customers with an ‘app-like’ experience inside the digital platform they already use, says PIETER DE VILLIERS, Group CEO at Clickatell.

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Many brands remain obsessed with creating mobile apps. This not only defies trends that point to increasing consumer app apathy, but can exclude a sizeable portion  of your customers in emerging economies. Companies need to engage with their users where they are rather than forcing them onto an app, in what can only be described as brand vanity. 

In 2017 there were around 2.2 million apps available in the iOS app store and over 3 million on Google Play. And, while the number of apps being downloaded continues to rise, analysis shows that consumers are only using 30 apps per month and accessing just 9 on a day-to-day basis. 

While these numbers still seem attractively high, in reality the majority of the apps we use are for messaging (like Facebook Messenger, WhatsApp, and WeChat) and our social networking, gaming, leisure, dating or utility activities. 

Despite the facts, the application strategy as the holy grail for digital transformation is still being pushed even within large progressive brands. What’s more, some advertising agencies and digital consultants are still pushing apps as the best means for companies to connect with their customers. This has resulted in some organisations stubbornly doubling down on app strategies which are simply not showing return on investment (ROI). 

It’s not immediately clear to us whether the fascination with apps is a roll-over from long overdue projects or whether brand owners equate a mobile-first strategy with a mobile app. Mobile-first in 2018 means customer first, and therefore embracing chat commerce in order to deliver services with convenience and simplicity in mind. 

Why apps won’t win the internet

The problem with apps goes beyond user fatigue. In the first instance, many apps are poorly designed, assuming technical sophistication which may not match reality for the average customer. Poor user interfaces and attempts to provide complex engagement can result in even the best ideas missing their targets due to lack of engagement. 

Secondly, we all know that economic realities drive consumer behaviour. In Africa, new mobile phone users typically opt for feature phones over smartphones. With a longer battery life and a much more accessible price point, feature phones still allow for a basic internet connection, chat platforms like WhatsApp, and call and message functionality. In these regions, the cost of an app – even if it’s free – goes far beyond installing it. Constant updates require reliable and cheap access to the internet. For the average phone owner in an emerging market, this can be a serious challenge. 

Thirdly, and most importantly, apps must be relevant to their intended market. Frequency of usage is a key measure of relevance. 

Apps which are used on a daily basis, like health and fitness trackers, enjoy constant engagement. New features which are added are eagerly awaited by users who are happy to update their apps. 

However, users may well question the relevance of the app if they are required to conduct updates on a monthly or even weekly basis when they are only making use of the app once or twice a year. 

On average, I download one app per quarter. Some I use more frequently than others, but all of these apps need to be regularly updated to maintain security, update features, and fix bugs. Many apps are pushing out updates much more frequently. I noticed over the past year that I could go from having all apps updated, to 32 apps requiring an update in five days.

When it comes to a customer-first digital strategy, companies should be asking themselves if an app is really the best way to reach their target audience. 

In fact, at the end of 2016, Gartner predicted that by 2019, 20 percent of brands would ditch their mobile app. What’s more, in its 2018 predictions, the company forecast that by 2021, more than 50 percent of corporations would spend more per annum on bots and chatbots than on mobile app development. 

So, we need to ask, what is the alternative for CIOs, CDOs, CMOs, and digital leaders who are looking for ways to reach, retain and grow their customer base? 

The logical app alternative 

The old battle advice goes: fight your enemy where they are not. Military strategists agreed that having your enemy come to you and fight you on your own terms was preferable. In a world where customers have access to thousands of offerings and millions of deals online, we need to flip that idea to Meet Your Customers Where They Are. 

Any marketeer will tell you just a how difficult it is to drive app downloads. Development, cross platform testing and user interface aside, the marketing campaign required to get customers to download the app can swallow entire annual budgets and still come up short. 

Looking at the facts, it makes infinitely more sense to work within the digital platforms already being used by your target audience. 

Clickatell is already enabling chat commerce for some of the leading global brands with its Touch solution. This allows organisations to serve their customers with an ‘app-like’ experience inside the chat or browser platform of their customer’s choice (Twitter, Facebook Messenger, etc.) 

Brands can now send an actionable Touch link such as ‘find the nearest ATM’ or ‘reset my password’ within a chat stream that will open an intuitive touch card without the user having to download an app to perform the action. Services can also be linked to the in-app experience for brands not looking to abandon their app efforts. 

Working with our clients, many of whom are global innovators and thought leaders, we’ve found that having the courage to design with an ‘end user first’ approach and dealing with the back-end complexity behind the scenes results in cost efficient customer delight and ROI. 

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