By Mel Duvall  |  Posted 2003-03-06 Email Print this article Print


Modernizing Authentication — What It Takes to Transform Secure Access

When an IBM subsidiary set out to refurbish computers storing data for clients, no one could have anticipated the drama that would follow when a pocket-sized, 30-gigabyte hard drive was reported missing in January.

-Operators Base Case">
Co-Operators Base Case

Headquarters: Priory Square, Guelph, Ontario, Canada N1H 6P8

Phone: (519) 824-4400

Business: One of Canada's largest full-line insurance providers

Chief Executive Officer: Kathy Bardswick

Financials: US$1.4 billion in revenues 2001, US$20.2 million profit

Challenge: Co-operators Life division hires ISM Canada to compile policy statements for life insurance and pensions. In January, it learned that a hard drive containing personal data on 176,000 of its clients was missing


  • Assemble pre-established 12-member emergency response team within 24 hours of security breach report
  • Respond to all customers by mail within 48 hours and set up call center to handle follow-up inquiries
  • Avoid future exposure of clients' personal data whether it is maintained internally or handled by outside vendors

Contributing Editor
Mel Duvall is a veteran business and technology journalist, having written for a variety of daily newspapers and magazines for 17 years. Most recently he was the Business Commerce Editor for Interactive Week, and previously served as a senior business writer for The Financial Post.



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