Y\u00fcsra Nemlaghi<\/strong><\/p>\n<\/p>\n
La loi tunisienne, on le sait, est largement inspir\u00e9e de la loi relative\u00a0\u00e0 la protection des donn\u00e9es personnelles adopt\u00e9e par le Parlement europ\u00e9en le 27 avril 2018 et qui entrera en vigueur\u00a0le\u00a025 mai prochain.<\/p>\n
Certains craignent ses retomb\u00e9es sur le fonctionnement des centres d’appel en Tunisie, qui emploient plus de 20.000 personnes en Tunisie et qui utilisent les donn\u00e9es personnelles\u00a0des clients, notamment pour les op\u00e9rations de d\u00e9marchage commercial.<\/p>\n
Optimiser la gestion des donn\u00e9es clients<\/h3>\n
Les mauvaises langues disent \u00e9galement que certains de ces centres, notamment ceux dits anarchiques, c’est-\u00e0-dire op\u00e9rant dans l’ill\u00e9galit\u00e9, volent des donn\u00e9es de leurs clients\u00a0qu’ils revendent \u00e0 des\u00a0commerciaux.<\/p>\n
Certains professionnels du secteur estiment que la nouvelle loi\u00a0n\u2019aura pas d\u2019impact n\u00e9gatif sur le march\u00e9 des centres de contacts en Tunisie. Elle\u00a0obligera cependant les op\u00e9rateurs du secteur\u00a0\u00e0 s’y conformer pour optimiser la gestion des donn\u00e9es clients et mieux s\u00e9curiser tout l’\u00e9cosyst\u00e8me.<\/p>\n
C’est le cas de\u00a0Sahbi Gargouri, membre de la F\u00e9d\u00e9ration nationale des technologies de l\u2019information et de la communication (FNTIC) relevant de l\u2019Utica, qui pr\u00e9f\u00e8re parler\u00a0d\u2019opportunit\u00e9 pour le d\u00e9veloppement du business des centres qui respecteront la loi.<\/p>\n
En effet, le r\u00e8glement (UE) 2016\/679, que la Tunisie s’est engag\u00e9e \u00e0 respecter,\u00a0permet d\u2019assurer un haut niveau de protection des donn\u00e9es personnelles en permanence et pour ce faire, les soci\u00e9t\u00e9s devront mettre en place des proc\u00e9dures internes garantissant la prise en compte de la protection de ces donn\u00e9es, \u00e0 tout moment.<\/p>\n
Cela passe notamment par la nomination d\u2019un Data protector officer (DPO), charg\u00e9 de la s\u00e9curit\u00e9 interne physique et informatique, qui doit \u00e9galement tenir un registre recensant de fa\u00e7on pr\u00e9cise le traitement et la gestion des donn\u00e9es. Ce registre\u00a0doit \u00eatre accessible et auditable \u00e0 tout moment.<\/p>\n
L\u2019entreprise doit aussi mettre en place des proc\u00e9dures internes garantissant la prise en compte de la protection des donn\u00e9es \u00e0 tout moment, tout en prenant en compte des \u00e9v\u00e9nements pouvant survenir au cours de la vie d\u2019un traitement (faille de s\u00e9curit\u00e9, changement de prestataire\u2026).<\/p>\n
La Tunisie s’alignera sur l’Union europ\u00e9enne<\/h3>\n
Toutes les donn\u00e9es et les instructions des clients (donneurs d’ordre), doivent \u00eatre trac\u00e9es et les entreprises doivent alerter ces derniers, si les instructions sont hors la loi et \u00eatre en mesure, en cas d\u2019audit, de prouver que l\u2019alerte a bien\u00a0\u00e9t\u00e9 donn\u00e9e \u00e0 temps.<\/p>\n
Pour M. Gargouri, les centres de contacts qui respecteront ces proc\u00e9dures vont gagner en part de march\u00e9, d\u2019autant que la Tunisie est le 4e<\/sup> pays hors UE \u00e0 s\u2019\u00eatre engag\u00e9 \u00e0 appliquer le r\u00e8glement (UE) 2016\/679, ce qui pourrait\u00a0augmenter les investissements \u00e9trangers.<\/p>\nRappelons que le projet de loi r\u00e9gissant la protection des donn\u00e9es personnelles, port\u00e9e par l\u2019Instance nationale de protection des donn\u00e9es personnelles (INPDP), a \u00e9t\u00e9 valid\u00e9e, le 8 mars 2018, en conseil des ministres et sera bient\u00f4t pr\u00e9sent\u00e9 \u00e0 l\u2019Assembl\u00e9e des repr\u00e9sentant du peuple (ARP), pour adoption.<\/p>\n","protected":false},"excerpt":{"rendered":"
Quel impact aura la\u00a0loi\u00a0sur la protection des donn\u00e9es personnelles, qui sera bient\u00f4t adopt\u00e9e\u00a0par l’Assembl\u00e9e, sur le fonctionnement des centres d\u2019appels en Tunisie? Les avis sont partag\u00e9s\u2026 Par Y\u00fcsra Nemlaghi<\/p>\n","protected":false},"author":6,"featured_media":144944,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[992,995,2433],"tags":[84,5618,553,935],"class_list":["post-144939","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-a-la-une","category-economie","category-tunisie","tag-arp","tag-inpdp","tag-loi","tag-ue"],"yoast_head":"\n
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