Awareness and Interaction

Among the authorized staff in charge of maintenance/management/IT system decisions and working in companies with Internet-connected systems, 83.0% know about TTWCERT/CC. 30% have interacted with TWCERT/CC before and they are mainly businesses in hospitality, large businesses, or IT department with 11+ staff.

50% are aware of the organization but have never contacted them before. 17.0% have not heard of TWCERT/CC and they are mostly manufacturers or IT departments with less than 5 people.

Awareness/Interaction/Security Demand

'Incident reporting and response' is the most recognized TWCERT/CC service, with 55.4% of the respondents aware of it, particularly large enterprises or IT department staffed with 6-10 people. The second well-known service is 'information consolidation' with 47.3% of recognition.

For this service, TWCERT/CC consolidates domestic and overseas security information and has it published for enterprise users and the general public.

Despite its highest demand, 'security consultation' only has 15% of interaction. But 'information sharing' is the service with the lowest interaction rate.

• Awareness
  and Interaction
• Level of
  Demand

Overall Satisfaction/Sentiment Towards Service Value

For respondents aware of TWCERT/CC, 75% recognize TWCERT/CC's work and find their services of value. Hospitality, large businesses, IT department staffed with 5↓ or 11+ give ratings higher than average. 70% trust TWCERT/CC. Large enterprises and IT department staffed with 11+ give higher reviews than others.

Overall, 61.1% demonstrate willingness to have more interaction with TWCERT/CC in the future. Hospitality, large businesses, IT department staffed with 6+ give ratings higher than average.

Building Reciprocal Relationships and Future Development of Security Reporting

With respect to willingness to interact, 'seeking assistance' (87.7%) has the highest percentage, followed by 'receiving security information about his/her company's products from TWCERT/CC (87.1%).

We asked a follow-up question for those without intention to seek assistance from TWCERT/CC about the reason. 26.2% say they already 'have a preferred security solution partner.' For example, they would ask their superior organizational unit for help, they have a designated department in charge of security, or they have already got a security solution vendor. Another 15% say they don't have any security incidents now, so no assistance is required.

n=65
Source: This report (2020)

When asked about how TWCERT/CC can increase interaction with the private sector and make them willing to report incidents, 15% suggest TWCERT/CC to work on 'marketing/increase exposure/increase recognition.'

For example, TWCERT/CC should make themselves known to the public, introduce themselves to the enterprises about what their services can do and what kind of assistance they can offer after incidents are reported and even work with governmental agencies to promote security literacy.

In addition, 14.2% suggest TWCERT/CC to organize seminars, workshops and forums, so they can have more interaction with security personnel from different companies.

n=529
Source: This report (2020)

To our respondents, 'free security incident consultation service' is the most attractive incentive for them to approach TWCERT/CC in the event of incidents. The percentage is as high as 78.1% and this is found particularly in companies whose IT department has less than 5 staff.

n=529
Source: This report (2020)

Suggestion and Expectation

When asked about suggestions and expectation for TWNIC or TWCERT/CC, quite many give positive reviews and encourage TWNIC and TWCERT/CC to become excellent security leader outperforming competitors with its expertise.

Secondly, respondents also hope TWNIC and TWCERT/CC to provide 'free trial/ free services' ─ annual security check/consultation services around Taiwan, free consultation and assistance, free subscription of reporting information etc.

Some respondents have mentioned TWCERT/CC should work on 'marketing/increase exposure/increase recognition.' For example, TWCERT/CC should make themselves known to the public by making YouTube videos to promote the importance of security. Once people are aware there's an organization called TWNIC, they will approach TWNIC when they need the services/when they are interested.