6) Security and compliance. Recent legislation, such as the Gramm-Leech-Bliley Privacy Act, the Fair and Accurate Credit Transactions Act and the Electronic Communications Act, has placed significant responsibilities on agencies for the management and protection of client data, as well as for nonpublic information for staff. Compliance is not just a business issue; it's the law. Two security and compliance trends to look for in 2008:
o Portable storage devices. The increased use of portable storage devices continues to influence how people live and work. Progressive agencies and carriers are using devices such as flash drives and CDs to deliver policies and other important documents. Easy-to-use and affordable audio products make it possible to distribute informational content on MP3 players and podcasts, so our fast-paced society can learn on the go.
However, these devices have the potential for evil as well as good. The MP3 player that your staff uses to listen to music also has enough storage capacity to hold a large download of data from your agency management system. Even if your data is never stolen, privacy legislation makes agencies responsible for preventing even the opportunity for data theft. Agencies should explore installing software that tracks any downloads from the server or individual workstations.
Many producers carry laptops and PDAs. Data on these devices can include proposals and other client information that would create a breach of security if the devices were lost or stolen. Here are two recommendations for tightening security with portable storage devices:
–Encourage producers to use laptops and PDAs in the field, but provide VPN and wireless Internet cards for connecting to their desktop or the server back at the agency. Do not store any client data on portable storage devices that leave the agency.
–Require staff to use such devices as MP3 players and iPods only in a designated break area, rather than at their desks.
o Biometrics. Biometrics are used to identify a person based on physiological or behavioral characteristics. Examples of biometric systems include fingerprint, hand, face, eye and speech recognition. An excellent site for biometric articles and information is www.biometricnewsportal.com.
A common concern with biometrics is their reliability. Although no technology is 100% foolproof, biometrics have shown an impressive track record for the following reasons:
–Biometrics systems are developed around unique physical characteristics. The probability of two people sharing the same biometric data is minimal.
–Because biometric data is unique to an individual, it is extremely difficult to duplicate (i.e., forge) or share. New technologies can even ensure that the data collected comes from a live person.
One of the most effective uses of biometrics in an agency is fingerprint scanning. The use of such scanners is an effective way to manage access to individual workstations or laptops, eliminating the need for passwords.
7) Business continuity. Agents are in the business of offering risk management solutions to their clients. How much time and effort do you devote to managing your own risk in the event of business interruption? Business continuity and disaster planning are becoming significant issues worth every agency's attention in 2008.
Before considering the technology available to help ensure business continuity, we should first identify the risks for each agency. Depending on location, those risks may include:
–Weather-related events, such as a tornado, hurricane, ice, wind or flood.
–Service-related events, such as a power outage, loss of Internet service or interruption of other business-critical services.
–Other destructive events, such as a fire, explosion or building collapse.
After identifying the risks, consider the following resources for reducing the risk of business interruption:
o Data backup. Most agencies back up their servers daily on tape. These tapes may be stored off-site, or in a closet or desk drawer in the agency. Some agencies are now choosing to replace traditional tape with digital backup. In general, digital is less expensive and offers more control over data storage and recovery.
With the expansion of the Internet, however, the entire question of data storage and backup has been altered radically. A high-speed Internet connection allows remote and automatic transfer of highly encrypted data via the 256-bit advanced encryption standard (AES), the leading worldwide standard for data security. This permits seamless storage to discs at off-site locations.
By using an ASP (application service provider), an agency can automatically manage data backup and store data off-site. An ASP creates, maintains and edits backup on a schedule set by the agency, and allows user-initiated data recovery.
o Business continuity "first aid" kit. With a simple, affordable "first-aid" kit, you can be prepared in the event of a business interruption or disaster. The kit could include:
–Additional laptop computers with additional batteries.
–Wireless Internet cards provided by national carriers.
–Cell phones.
–Analog phones and jacks in the event of a power outage that affects phone systems.
–Flashlights, propane heaters, generators and UPS (uninterruptible power supply).
Vendors such as www2.agilityrecovery.com offer business restoration solutions for agencies of all sizes.
8) Server consolidation/virtualization. Virtualization is a method of consolidating multiple Window servers on a single computer. This means that a single server can potentially take the place of multiple servers such as a Windows application server, a Web server, a DHCP server (assigns network addresses to other devices such as telephones and computers) or a DNS server (domain name server that matches up qualified domains with proper IP addresses).
Virtualization is a solution for small to midsize agencies using or planning to use multiple servers. Virtualization should not be used for high-performance applications, where servers need to be clustered together. The benefits of virtualization include:
–A reduction in the number of physical servers an agency needs, which also reduces maintenance costs.
–A reduction of the amount of space the agency needs for server equipment.
–A standardized server configuration, which can be easily duplicated in the event of server failure or new server deployment.
–The ability to have multiple operating systems on a single server.
9) Managing electronic communication. One of the biggest technology trends for 2008 may be the most taken for granted–e-mail. As a result of recent changes in privacy legislation, courts are viewing e-mail as legally binding as paper. Some of the issues thus created include:
o The fact that e-mail can be altered without any trace of tampering.
o An agency has no way to guarantee that sent e-mail is received. Even if "return receipt" is used, it's not legally binding. The burden of proof that the e-mail was received remains with the sender.
o Privacy laws require all financial institutions, including independent agencies, to protect outgoing e-mails with encryption to prevent possible loss of non-public client data. Most agencies do not use encryption when sending e-mail.
The trend is to use third-party vendors for registered e-mail that provide the customer service and legal protection needed for electronic communication. Services are available that allow agencies to selectively send registered e-mail, and then receive a legally binding proof of receipt that can be documented in the agency system.
10) Social software. Perhaps the most challenging technology trend for baby boomer agency owners and staff is the proliferation of social software such as podcasts, videocasts, blogs, wikis, social bookmarks and other social networking tools. Often referred to as Web 2.0, this new technology is rapidly changing the way people communicate in both social and business settings.
Social software is driven by the exploding influence of Generation Y. This generation has the potential to outnumber boomers, and they're creating a world in which instant access to one another is not an expectation but a demand.
A common reason given for this rapid redefining of communication is the feeling of empowerment that people experience from a form of electronic communication more robust than e-mail. Social software adds a dimension of collaboration and instant interaction that e-mail alone cannot provide.
While many agencies may not be ready to include MySpace and Google as part of their business model, it's certainly the right time to start doing your homework. The clock is ticking on the baby boom generation, and the sharp young folks in Generation Y are not likely to wait for you to catch up with them.
Ted Baker is the president of Advantage Automation Inc., which for 17 years has offered agency-consulting services addressing a variety of management and agency-development issues. He also is an author and frequent conference speaker. Ted can be reached at questions@advancedautomationinc.com.

Special Reports /

Agency Technology: The top technology trends of 2008-Part II

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