7) You have been appointed as CSO of a billing payment center that supports both

Question

7)  You have been appointed as CSO of a billing payment center that supports both a call center (where customers call and provide credit card information via the phone) and a walk-up face to face payment operation. The majority of payments are made via credit card. The previous CSO spent $500,000 creating the perfect Feng Shui work environment but quit suddenly after learning of an impending PCI-DSS Audit in two weeks.

Some of the key features of the work environment include: Employee logon-common share (anyone can process a transaction from any workstation); Pads of notebook paper for easy recording of customer data; No boundaries physical “customer walkup” (customers have a direct physical contact with employees); Internet fun-share (employees and customers may borrow unused workstations for their Internet needs); Common –performance bonus- bucks (everyone receives the same performance bonus based upon the average of all employees); Impress -the-customer-big-wall-displays (120 inch monitors mounted around the payment center “showing off” different views of the workforce in action - the current display being used, employees typing, and closed-caption displays of live customer – employee interactions).

There may or may not be issues to be concerned about based upon the PCI-DSS Audit to come. Define as many issues as possible (for or against) this call center environment based upon the CIA, physical, information, network, software, and hardware security aspects covered in ISEC300 and potential actions to be completed to minimize potential risk.

<< Reference Note: PCI-DSS - Payment Card Industry (PCI) Data Security Standard (DSS), PCI DSS is a

standard that all organizations, including online retailers, must follow when storing, processing and transmitting their customer's credit card data. >>

Explanation / Answer

The problems identified and actions to be followed minimise the potential risks:

Problems in Current Work Environment:

Actions for Minimising Potential Risks:

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