Our world continues to change: technology enables interactions between service providers and customers at a level not possible even a decade ago. Traditional communication and building trust were rooted largely in face-to-face interactions that included nonverbal cues. However, as the world becomes more interconnected, face-to-face interactions occur less frequently and information is becoming increasingly important. To remain competitive, service organizations must consider information a key part of their products and services. To build trust using information as a competitive advantage, service organizations need to embed customer communications with three components of trust:

1. Transparency — providing a straightforward service; presenting information clearly and in a way that is easily understood by customers
2. Reliability — delivering a consistently high level of service; providing supporting information and communicating clearly when changes are expected
3. Integrity — providing information that is relevant and accurate to address customers’ needs

With regard to service organization controls (SOC) reporting, the information required to achieve transparency, reliability and integrity has been increasing over time as user entities become more informed and their information needs increase.

The takeaways

• Information is an increasingly vital part of the products provided by service organizations.
• SOC reports continue to be an important source of risk-based information, vital for building trust with customers.
• Customers will continue to need information beyond SOC reports to manage and oversee their risks.

Speakers

Pascal Winkler / EY Switzerland; Partner Attestation & Certification

Pascal Winkler is partner in the Technology Risk Assurance practice, focusing on SOX IT, Cyber Assurance and Attestation & Certification, leading the German Speaking Risk Assurance market.
He has experience of 15+ years of IT audit and technology risk consulting services experience
Pascal is in charge of the Attestation & Certification competence for EY Switzerland and is working since 2011 as the lead auditor for several recurring attestation engagements.

Manuel Huber / EY Switzerland; Senior Manager, Assurance, Technology Risk

Manuel is a Senior Manager within the Advisory, Technology Risk practice, based in Zurich
He has more than 10 years experience in performing and managing information system audit engagements in accordance with IS/ SOX audit standards, guidelines and best practices for various industries including Air Transportation, Banking, Mining, Manufacturing, and Pharmaceutical
Manuel is responsible for attestation engagements according to professional standard ISAE3402 and SOC2 for service providers in the Financial Industry, Defense sector and data center providers

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