Digital Trust –企業的強心針

互聯網的無邊界令企業與顧客的關係日趨緊密，當網絡世界中的商戶、服務、產品及交易不勝其數，而虛假資訊、網路陷阱及駭客攻擊等同時又充斥著網絡，隱私及資訊安全無疑已成為顧客篩選商戶的重要考量，到底企業如何才能從中脫穎而出，除了取得顧客的信任及支持外，又能永續安全及穩定的營運模式？數位信任(Digital Trust)便是其中一支企業可予以考慮的「強心針」。

參考國際電腦稽核協會(ISACA)的官方定義，數位信任為「對一數位生態系統內消費者與供應商之間的誠信關係、互動及交易的信心」。比如說，由服務供應者（如雲端供應商、銀行機構）對企業，以至企業對顧客的整條數位供應鏈中，都由對彼此的數位信任環環相扣。一般而言，對顧客構成數位信任的關鍵可從以下指標作衡量:

「品質」（企業的服務或產品品質是否合符顧客的期望？）
「準確性」（資訊是否定期更新、準確以及可用的？）
「隱私及安全」（顧客的資訊是否受保護及保密？）
「道德及誠信」（企業的行為是否合符道德及正直？）
「透明度及誠實」（顧客會否被告知收集個人資訊的用途及實際情況？）
「適應性」（企業的運作是否穩定或恢復程度是否高？）

企業擁有良好的資訊安全管理系統固然能夠提升顧客的信任度，但相比於傳統的品質安全或資訊安全管理，數位信任的實踐更見利於強化顧客與企業間的聯繫、從不同層面改善企業運營表現、減少觸犯資安或隱私法律風險等等。

然而，數位信任的定義、指標、實踐框架等概念較廣泛，現時亦沒有特定的監管機構及標準，企業在數位信任實踐、監管、評估或稽核上要如何執行？相信數位信任為企業提升競爭力的一大機遇，同時亦是一大挑戰。

Theo Tam

IT Consultant

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