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How Identity Verification Will Allow Governments to Deliver on the Promise of Improved Citizen Experience

Governments globally are working to roll out digital identity strategies, but few have achieved broad adoption and utilization. If successful, governments can create a virtuous circle of engagement & satisfaction.


by Brian Chidester, Head of Public Sector Marketing, Socure & Host, The Government Huddle Podcast


Digital identity verification (IDv) technologies have had a transformative impact on the delivery of citizen benefits and services, revolutionizing how governments interact with their constituents. 


The concept of digital identity has gained significant importance, especially in the wake of the significant fraud that was witnessed during the pandemic. 


By prioritizing security, efficiency, inclusivity, user experience, and data privacy, governments can harness the full potential of digital identity to create seamless and trusted digital ecosystems for citizen engagement and empowerment.


These technologies play a crucial role in enhancing security measures within government programs as they need to ensure that only authorized individuals have access to their benefits. But how can IDv support improved CX?


Here’s how. The integration of IDv technologies results in an enhanced user experience for citizens by allowed them to interact with their government services in a seemingly frictionless manner. Additionally, as State governments roll out single front door, self-service portals, it empowers citizens to manage their identities and access benefits with ease.



Improving Trust in Government

In recent years, there has been a noticeable and concerning trend: a decline in the trust that citizens have in their governments.


This erosion of trust is a complex phenomenon influenced by a variety of factors, ranging from political dynamics to societal changes. But one major catalyst has been the lack of focus on citizen engagement through improved CX.


According to the Edelman Trust Barometer, which measures trust across institutions, the global average trust in government stands at around 44% as of the 2022 report.

And we know that trust between citizens and governments is paramount for effective governance and citizen engagement. Digital identity verification technology plays a crucial role in building and maintaining this trust by ensuring secure, efficient, and transparent interactions between citizens and government entities. 


But wait, there’s more…

​​Improved trust in government and increasing citizen satisfaction aren’t the only benefits of deploying these technologies.

The adoption of digital identity verification technology streamlines administrative processes, reducing bureaucratic hurdles which ultimately enhances service delivery efficiency. Citizens can verify their identities online quickly and securely, eliminating the need for cumbersome paperwork and physical visits to government offices. 


This improved efficiency not only saves time and resources but also ensures that citizens receive timely and accurate responses from government agencies. 


IDv technologies also promote transparency and accountability in governance by providing a clear audit trail of digital interactions. Citizens can track their interactions with government services, verify the authenticity of communications, and ensure that their data is handled in compliance with privacy regulations. 


Finally, IDv can enable governments to offer personalized and accessible services tailored to citizens' needs. By securely verifying identities, governments can customize service offerings, provide targeted assistance, and ensure equitable access to benefits and resources. 


Digital identity verification solutions play a vital role in improving CX and fostering trust between citizens and their government. 


By enhancing security, improving efficiency, promoting transparency and accountability, offering personalized services, and prioritizing data privacy and consent, governments can leverage digital identity solutions to build a trusted digital ecosystem that empowers citizens and strengthens democratic governance.



Brian Chidester is the Head of Public Sector Marketing at Socure and the host of "The Government Huddle with Brian Chidester" podcast from GovExec. Mr. Chidester holds a B.S. in Communications Studies from Liberty University, is a Board Member for the University of South Florida - Muma College of Business, an advisor to the G20 Global Smart Cities Alliance at the World Economic Forum, and a member of the Forbes Technology Council.


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