+3.4 General Customer Experience Requirements

3.4 General Customer Experience Requirements

CSPs assess the elements of their identity services to identify processes and technologies that may result in customer experience challenges for the populations they serve. If risks to customer experience are identified, CSPs proactively employ mitigations that will reduce or eliminate these issues consistent with their assurance levels and risk posture.

The following requirements apply to all CSPs that provide identity services at any IAL:

The CSP SHALL assess the elements of its identity proofing processes to identify processes or technologies that can result in customer experience challenges, particularly if those challenges prevent the CSP from consistently delivering identity proofing services to all users served by an RP.
CSPs SHALL provide RPs with a summary of their customer experience assessments that includes information about common challenges or issues faced by users.
Based on the results of its assessment, the CSP SHALL document any measures it takes to mitigate the possible access challenges.
The CSP SHALL reassess the customer experience risks periodically and any time the CSP makes changes to its identity service that affect the processes or technologies that impact customer experience.
The CSP SHALL NOT make applicant participation in these risk assessments mandatory.

1. Oversigt

1.1 Referencer

1.2 Identificerede krav

1.3 Relaterede reguleringer

2. Identificerede krav

Krav

3. Relaterede reguleringer

Reguleringer
  • NIST -

    EN: Publications of the National Institute of Standards and Technology (NIST), U.S. Department of Commerce, https://www.nist.gov/, from their electronic versions (OSCAL; SP 800-63-4 from its HTML version, https://pages.nist.gov/800-63-4/). Works of NIST employees are not subject to copyright protection in the United States (17 U.S.C. § 105); the OSCAL content is dedicated to the public domain worldwide (CC0 1.0); outside the United States NIST grants the right to reprint its technical series publications in all formats (NIST copyright statement). Republished courtesy of the National Institute of Standards and Technology; each document names its citation. Divided into sections and converted into the GRCA format, the wording unchanged. Only the versions published by NIST are authoritative.

    DE: Veröffentlichungen des National Institute of Standards and Technology (NIST), U.S. Department of Commerce, https://www.nist.gov/, aus ihren elektronischen Fassungen (OSCAL; SP 800-63-4 aus ihrer HTML-Fassung, https://pages.nist.gov/800-63-4/). Werke von NIST-Beschäftigten sind in den USA urheberrechtlich nicht geschützt (17 U.S.C. § 105); die OSCAL-Inhalte sind weltweit gemeinfrei gestellt (CC0 1.0); außerhalb der USA räumt das NIST das Recht ein, seine Technical-Series-Publikationen in allen Formaten neu zu veröffentlichen (Copyright-Hinweis des NIST). „Republished courtesy of the National Institute of Standards and Technology“; jedes Dokument nennt seine Zitierangabe. In Abschnitte aufgeteilt und in das GRCA-Format umgewandelt, der Wortlaut unverändert. Maßgeblich sind allein die vom NIST veröffentlichten Fassungen.