The $1.6 billion, Richland, Wash.-based Gesa Credit Union isreading palms – not to tell the future, but to improve it byreducing identity fraud, shrinking transaction times and improvingoverall branch service.

To accomplish this feat, the credit union employed theBrookfield, Wis.-based core processor Fiserv's Verifast: PalmAuthentication. The solution integrates Fujitsu PalmSecure biometric technology with the Fiserv's DNA account processingplatform. The Verifast solution validates members' IDs when theyhold their hand over an infrared sensing device that detects aperson's unique palm vein pattern.

“Overall we think this is an excellent solution for our creditunion to move forward into the future of how we transform anddeliver service to our members,” Gesa Director of Products KarlGuynn said.

According to Fiserv, this technology can increase authenticationspeed by more than 90%. Palm authentication also helps enhanceefficiency for credit unions by reducing keystrokes, eliminatingsearch screens and inaccurate selections, minimizing errors andspeeding up transactions.

“We focus on enabling a better experience at the branch bytrying to streamline the authentication process,” Chris Van DerStad, SVP/chief technology officer, Open Solutions for Fiserv,said. “We realized there was a lot of back and forth in trying tohave a member prove they are who they say they are. That includesproducing a driver's license or other forms of identification.Fiserv has enabled and leveraged biometrics in order to speed thatup and make the process more secure.”

Gesa's palm installation project began when Fiserv approachedthe credit union to be a beta test client.

“This solution looked like a fit for us,” Guynn said.“Especially since many credit union members are very technical. Alot of our members are scientists or use technology on a dailybasis.”

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In addition, some of Gesa's branches are transaction-heavy, andthe credit union wanted to add an extra security layer to protectagainst ID fraud.

“We went through the various models of the tablet device, whichis the member interface, and how the registration works, what weneeded to do and how it interfaced with the core,” Guynnrecalled.

The actual palm scan pilot began in October 2015 at three Gesabranches. Gesa utilized signage to promote the pilot and devotedone station at each location to the registration process, whichrecords a palm vein pattern in about 40 seconds.

The credit union tied the biometric pilot into the StarWars: The Force Awakens film release. “We looked at it as StarWars technology for our members and they loved that aspect of it,”Guynn recalled. “Once they started using it, they always wanted togo to that line.”

The pilot ran for three months through the holiday season.

The credit union also used surveys to gather member feedback anddemographic information. The survey results were surprising in manyways, Guynn noted.

“Across all demographic groups, 99.9% of the responses were fiveout of five, with most comments [stating], 'Yes, please give usthis technology.'”

Not only did the solution authenticate members – it alsostreamlined interaction times.

“We benchmarked our traditional process and found that it takesabout 15 seconds for a member to authenticate themselves at ateller station,” Guynn said. “Palm vein authentication takes aboutone second, so we've shaved 14 seconds off each transaction. Palmvein authentication speeds up the transaction so members can be inand out of the branch and on with their lives. It's more secure andour members and tellers love it.”

Van Der Stad added, “The use of biometric technology such aspalm scans for authentication can provide added security beyondconventional systems. The Verifast: Palm Authentication technologyeliminates the need for consumers to scramble for their IDs orexchange personal information. It delivers a combination ofconvenience and security that complements how people livetoday.”

Palm scan technology is anexceptionally secure and accurate form of authentication. Palm veinpatterns are complex, with more than five million reference points.And the veins, hidden under the skin, remain stable throughout aperson's life.

“It is very secure and very easy to use,” Van Der Stad said.“There is no way to fake it or get around it. It has to be [themember's] palm.”

Positive results from the Gesa pilot led to plans to offer theservice at five additional branches.

“We've moved from pilot to implementation,” Guynn said, addingthe credit union dedicated one teller line to palm authenticationin each of its eight heavy-transaction branches. Gesa has 16branches.

“We're reducing our wait times and giving better member serviceusing a secure method,” Guynn explained.

Here's how the palm vein authentication works: Each memberapproaches the teller and holds their hand over the biometricscanner, which reads the veins in their palm, captures a digitalsignature and matches it up in the core system in seconds.

Behind the scenes, Verifast's SQL database ties the palm veinpattern to a member database number. The Verifast database linksthe number, which the member does not know, to Fiserv's DNA core,which then displays the member's profile.

To create more efficiency, Van Der Stad noted, Verifast: PalmAuthentication not only manages member identification but instructsDNA to prefill the teller screen to hasten the process.

DNA also displays the member's driver's license information sotellers get an even more complete security check.

“We can then do whatever we need to do,” Guynn explained. “Wesee the 360 view of that member.”

Guynn noted palm vein recognition technology uses are limitless.Gesa is looking at implementing the technology into ATMs, Internetof Things devices, teller stations as part of its self-servicestrategy and possibly safe deposit boxes.

“The possibility is that it is limitless regarding the staff, inthat they can log into Windows or different DNA applications, orenter credit union buildings [without] access cards,” Guynn added.“We're looking at this as a possibility of transforming everything,not only as a means of authentication but creating efficiencies inthe branches.”

He added, “Security is a big deal to our members. Offering abiometric authentication capability like Verifast: PalmAuthentication demonstrates to our members that it is a big deal tous too.”

According to Raddon Financial Group research, 83% of consumersperceive palm authentication to be somewhat to extremely valuablefor banking transactions. In surveys of consumer beta testers, 97%of consumers who have tried the technology reported they are likelyto use it again in the branch environment.

In a recent report, the global financial services industryassociation Mobey Forum noted how biometrics has become amainstream activity in the financial services industry and paymentssystems over the last two decades.

In addition, Technavio's analysts forecasted the global veinrecognition biometrics market in the banking and financial services industrysector to grow at a compound annual growth rate of almost 28%by 2019. Several banks in Japan have used palm vein authenticationtechnology for customer identification since 2004.

“The roadmap is strong for [Verifast: Palm Authentication], theinterest is strong from our existing clients and we are looking atintegrating it with other products across Fiserv,” Van Der Stadadded.

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