4 a stephen proffitt
TRANSCRIPT
Action Fraud: An introduction
Steve Proffitt
Deputy Head of Action Fraud
Joint management
board
Action Fraud: governance
Action Fraud: service offering
Online information source Online crime reporting Specialist phone advice Over the phone crime reportingFulfilment adviceReferral to victim supportNon-fraud signpostingE-Alerts through facebook, Twitter and on-lineAF Update e-newsletter
Report: crime report chain
• Used by the contact centre team• Available to the public via the Action Fraud website• Meets the national standards for crime recording• Triages to see if a crime should be recorded• Signposts to relevant organisations for support• Web based front end • Remote hosted database • Secure https site• Data transferred by secure link to the NFIB at City of
London Police
https://reportfraud.actionfraud.org.uk/fraudreport/
Report: Online tool
Report: Online tool
The first section of the tool seeks to identify crime in
action and will signpost to the police
Report: Online tool
The triage section helps the customer
identify which type of fraud
they may have been victim to
Report: Online tool features
This shows users where they are in
the tool Questions are kept simple and closed wherever possible
Simple buttons are used to navigate
Page styling is uniform throughout
Contact details are always
visible
Accessibility features are included on each page
Service to date
This graph shows the number of calls and web contacts made to action fraud with the resulting information, crime and “none of the above” reports that were sent to the NFIB.
Jan-
10
Feb-1
0
Mar
-10
Apr-1
0
May
-10
Jun-
10
Jul-1
0
Aug-1
0
Sep-1
0
Oct-1
0
Nov-1
0
Dec-1
0
Jan-
11
Feb-1
1
Mar
-11
Apr-1
1
May
-11
Jun-
11
Jul-1
1
Aug-1
1
Sep-1
1
Oct-1
1
Nov-1
1
Dec-1
1
Jan-
120
2000
4000
6000
8000
10000
12000
14000
16000
Calls to action fraud Web tool contacts Crime Reports
Info Reports "None of the Above" Reports
Report: web traffic
January 2012
Jan FebMar
AprMay
Jun Jul AugSep
OctNov
Dec
0
10,000
20,000
30,000
40,000
50,000
60,000
70,000
Visitors to the Action Fraud website
2010 2011 2012
Report: by fraud typeThis chart demonstrates the types of fraud crimes that victims encountered over 2011.
Source: Reporting Portal/XML Extract August
Onlin
e Sh
oppi
ng a
nd A
uctio
ns
Other
Adv
ance
Fee
Frau
ds
Compu
ter S
oftw
are
Serv
ice Fr
aud
Lend
er Lo
an Fra
ud
Other
Con
sum
er N
on In
vest
men
t Fra
ud
Shar
e sa
les o
r Boi
ler R
oom
Fra
ud
Other
Fina
ncia
l Inv
estm
ent
Datin
g Sc
am
Count
erfe
it Cas
hier
s Che
ques
Lotte
ry S
cam
s
Chequ
e, P
last
ic C
ard
and
Onlin
e Ban
k Acc
ount
s (no
t PSP
)
Renta
l Fra
ud
Door t
o Doo
r Sal
es a
nd B
ogus
Tra
desm
en
419
Advan
ce Fee
Fra
ud
Frau
d Rec
over
y
Applic
atio
n Fr
aud
(exc
ludi
ng M
ortg
ages
)
Inhe
ritan
ce Fra
ud
Tele
com
Indu
stry
Frau
d (M
isuse
of C
ontra
cts)
Tim
e Sh
ares
and
Hol
iday
Clu
b Fr
aud
Consu
mer
Pho
ne Fra
ud
Corpo
rate
Em
ploy
ee Fr
aud
Pyra
mid
or P
onzi
Sche
mes
Busin
ess Tr
adin
g Fr
aud
Insu
ranc
e Bro
ker F
raud
Charit
y Fr
aud
Prim
e Ban
k Gua
rant
ees
Frau
dule
nt A
pplic
atio
ns fo
r Gra
nts f
rom
Cha
ritie
s
Corpo
rate
Pro
cure
men
t Fra
ud0
2000
4000
6000
8000
10000
12000
14000
16000
Report: UK geographyThis chart provides a breakdown of reports that have been made from within the UK, by Region over 2011.
16%
13%
11%
11%10%
8%
8%
7%
6%
4%4%
1%
South East LondonNorth WestEast of EnglandSouth WestEast MidlandsWest MidlandsYorkshire & HumbersideScotlandNorth EastWalesNorthern Ireland
Action Fraud: satisfaction
• 91% Satisfied with the service received at the contact centre
• 79% Feel they are better equipped to prevent themselves being a victim of fraud as a result of the contact they had with action fraud
Prevent: web support
•Single point of information for fraud•News alerts•45,630 Visits •Linking to partners
• Victim support
• DirectGov
• OFT Consumer Direct
• Crimestoppers
Prevent: prevention advice
• Fraud factsheet fulfilment
• Specific fraud type advice• How to spot the
fraud
• Identify the signs
• Protect yourself
Future: alerts
• Action Fraud Alerts• In collaboration with
CoLP, SOCA, Industry, NFIB
• Working with industry including major banks
Future: Action Fraud update
• Sent to all AF contacts who have opted into the service
• Quarterly• Themed around a
fraud type• Has targeted articles• Issue 1: Online &
Auction Fraud
Internet security
• Apply patches• Run antivirus and firewalls• Passwords• Be careful about e mail!• Clicking on links• Opening attachments• Supplying details• Check urls
