Amid the wave of digital transformation in financial services, investor behavior is evolving rapidly. Services that once required investors to visit a counter in person—such as applying to records of securities account opening and trading—are steadily moving toward a new model of “zero paper” and “zero travel.”
To enhance the convenience of online enquiries and advance its sustainability vision, the Taiwan Stock Exchange (TWSE) upgraded its Investor Personal Data Inquiry System on September 1, 2025, formally introducing mobile phone authentication and opening a new chapter in investor enquiry services.
Online Enquiries Go Mainstream: Better Service, Better for the Planet
Investors can obtain their securities account opening and trading records either at the counter or online. According to TWSE statistics, over the past three years the share of online enquiries in total enquiries has risen from 78% to more than 80%, underscoring investors’ growing demand for online services.
To keep pace with this trend and improve service quality, in addition to the existing Citizen Digital Certificates and securities trading certificates, the TWSE has introduced a new mobile phone authentication credential. Investors can now use their mobile phone number to complete identity verification directly on their phones or computers—no app installation and no extra equipment required.
In the first three months after its launch, the mobile phone authentication service has already been used nearly 10,000 times. Compared with handling enquiries at the counter, this has saved over 20,000 sheets of paper purely in terms of paper reduction. The new mechanism not only reduces the need for paper-based counter enquiries and spares investors the time and effort of traveling, but also contributes to paper and carbon reduction in line with ESG environmental sustainability goals.
Comprehensive Optimization: From Interface to Process
This system upgrade was designed around a clear principle: “With one device in hand, your data is always at hand.” Everything from authentication methods to how results are presented has been thoroughly revamped:
- Convenient authentication
The previous system supported securities trading certificates, Citizen Digital Certificates, and corporate (business entity) certificates. However, these three credentials were mainly suited to desktop web pages. In particular, using a Citizen Digital Certificate required a separate card reader for card‑based verification. To make enquiries on a mobile device, investors had to download an additional app and apply for a broker‑issued certificate, which involved multiple steps.
By introducing mobile phone authentication, investors can now verify their identity quickly and easily. - Full device support
With this comprehensive upgrade, the system now supports not only the original desktop web version but also a mobile web one. Combined with mobile phone authentication, investors can complete identity verification and the entire enquiry process directly on their phones, significantly increasing flexibility. - Redesigned delivery process
As corporate IT security policies have become increasingly strict, investors complained that they were unable to install the specific programs required by the previous system on their office computers. As a result, they could not open the encrypted files containing enquiry results sent by email, and were forced to visit counters in person.
To address this pain point, the delivery of enquiry result files has been fully upgraded: results are now sent as encrypted PDF documents, ensuring information security while being faster and more convenient. - User‑friendly interface
The TWSE has reviewed the entire process—from online identity verification to the sending of enquiry result files—and designed a brand‑new interface and workflow. The new design is simple and intuitive, significantly enhancing the overall user experience.
With these improvements in place, investors can complete their enquiries within just a few minutes, without having to visit a counter. The enquiry process is now simpler, safer, and faster.
Digital Transformation × Sustainability: Advancing on Twin Pillars
The innovative direction of the TWSE’s Investor Personal Data Inquiry System not only augments the enquiry experience for investors, but has also been well received by securities investment trust and consulting firms, banks, insurers and other financial institutions, helping them enhance their verification efficiency.
The upgrade of enquiry services is more than just a system update—it is symbolic. It symbolizes investor services moving toward digitalization and paperless operations, demonstrating that new technologies can not only boost efficiency but also deliver real, measurable ESG benefits.
Looking ahead, the TWSE will continue to further enhance its service processes and information systems, working to create a market environment that is more secure, more convenient, and more sustainable—so that every investor can enjoy higher‑quality, more philanthropic services in the new era of digital finance.