The NSW government plans to establish a new identity recovery unit to assist residents with their data and identification credentials stolen or obtained unlawfully.
The unit, known as IDsupport NSW, will serve as a single point of contact for residents who have been victims of identity theft or whose personal information has been exposed due to a data breach.
IDSupport NSW will cooperate with government departments to replace compromised identification papers and reduce the danger of stolen credentials being used when it launches early next year. It will also offer further help and counseling to clients who have been affected by privacy problems.
Last year phishing attempt targeting Services NSW, which exposed the personal information of 103,000 clients, emphasized the necessity of coordinated identity recovery.
During the peak of the government’s crisis response, around 100 Service NSW and Department of Customer Service representatives were assigned to a special ‘hypercare team.’
IDSupport NSW, according to Digital and Customer Service Minister Victor Dominello, is a “nation-leading” solution to what is “an expanding problem throughout the world.” “The device will relieve consumers who need to change identity documents, enhancing their experience during what we know can be a stressful moment,” Dominello added. “Customers will be able to call a single number and get the proper advice, information, and assistance, saving time and frustration during what can be a difficult moment.” Dominello stated that the unit would also supplement a framework established by the Department of Customer Service to enable a coordinated response to privacy incidents. A parliamentary study investigating cyber security recommended the framework, which would assist agencies in identifying and mitigating any privacy concerns that may come from data breaches.
Another proposal that the government relocates Cyber Security NSW inside the Department of Premier and Cabinet was rejected because it would not increase its independence.
IDSupport NSW intends to collaborate with IDCARE, national identity and cyber support service, to address concerns related to broader identity misuse.
“The collaboration with IDSupport NSW aims to establish best practise techniques to handle identity compromise resulting from data theft,” stated ICARE CEO David Lacey. “This will complement IDCARE’s tried-and-true method to assisting consumers in Australia and New Zealand with concerns related to broader identity misuse.” In the past, Cyber Security NSW collaborated with IDCARE to provide identity recovery services to government clients whose personal information was compromised in a cyber security incident.
DCS is now on the lookout for specialists to join IDSupport NSW.
