Biometric system for protecting information and improving service delivery: The case of a developing country’s social security and pension organisation

Abstract

The conception of biometric systems as a means of securing sensitive information and enhancing service delivery remains under-researched. To address this knowledge gap, we explore the case of a public-sector social security and pension organisation in Ghana using a qualitative interpretative study approach and the information security model of confidentiality-integrity-availability as an analytical lens. The study’s findings indicate that integrating and using biometric identification and authentication as part of delivering social security and pension services can protect availability, confidentiality, and integrity of information. The findings further show that the use of a biometric system for social security and pension information security can contribute to reducing service turnaround time and vulnerability to fraudulent manipulation of benefits payments. The study provides implications for research, practice, and policy. For research, the paper opens up biometric systems’ study from the perspective of information security and service improvement. For practice and policy, the study demonstrates the importance of aligning biometric systems’ deployment and use with domain application requirements.