The Importance of Trust and Security Online

1
The Importance of Trust and Security Online

• Paul Skehan, Deputy Secretary General,
  Eurochambres

2
Eurochambres

• Established 1958
• Initially representational activities only
• New services and programmes in support of
  Chambers and enterprises directly over past 10
  years
• 37 countries - including all accession countries
  for many years
• 1,500 individual local or regional Chambers
• Approximately 15,000,000 business members

3
The Issue

• Much business moving online
• But questions of trust and confidence when buying
  online, especially from non-brand, smaller
  companies
• Perceived difficulties in seeking redress in case
  of dispute, when dealing with foreign seller
• Difficulties with language, customs, law
• How can we help to promote more trust and
  confidence?

4
(Part of) the Solution

• The opportunity exists to offer businesses a
  single pan-European trustmark they can display on
  their Websites, so long as they agree to adhere
  to a code of conduct (good online practices),
  backed up by an online ADR mechanism to help
  resolve any disputes that may arise from
  transactions
• Eurochambres and a consortium of national
  Chambers are developing OnlineConfidence, TM
  and code
• In other words, we wish to use the network of
  Chambers of Commerce to assist, regardless of
  whether the business is on- or off-line

5
(More of) the Solution

• But e-business does not respect borders, even
  those as large as those encompassing Europe
• Look beyond Europe - to US, Asia, elsewhere
• MOU with BBB in US in early 2001 set scene
• Much progress since
• Now, the Global Trust Alliance...
• Unique proposition
• Significant competitive advantage
• Direct benefits for European businesses

6
Outline Details

• Nearly uniform online business practice
  standards
• Compatible dispute resolution procedures and
  technology, and cooperation in resolving
  complaints
• International recognizable logo
• Add value to local brands and value to local
  businesses
• Encourage cross border commerce

7
Outline Details

• Neutral, holding policing company for
  international mark
• Already, big interest from Asian/other bodies
• Significant set-up costs
• Corporate/foundation/public administrations all
  very interested, possible contributors
• Significant interest from European Commission for
  initiatives

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Footprint Eurochambres, BBBOnLine FEDMA
37 European Countries
1,500 Chambers of Commerce DMAs 15,000,000 membe
r enterprises

• United States Canada
• 144 Local Bureaus
• 270,000 businesses
• 9,800 with Reliability Seal

• Australasia
• Strong interest from Japan, China, Singapore,
  Korea, Taiwan, Australia,...

9
The Opportunity
Increase Trust and Confidence in Global E-Commerce
Through Voluntary Self-Regulation
10
Global Trust Alliance

1. Harmonized code of conduct for ethical online
   business practices

1. Compatible alternative dispute resolution (ADR)
   techniques to resolve complaints

• Globally recognizable trustmark to be displayed
  by businesses that commit to the code and ADR
  participation