In the rush to digitize, many organizations risk leaving behind those without reliable access to technology or those who may lack traditional forms of identification.
by Brian Chidester, Host of The Government Huddle Podcast
Verifying a citizen’s identity is foundational for accessing essential services, whether it’s opening a bank account, applying for healthcare, or securing government benefits. As more organizations and government agencies transition to digital platforms, the need for secure, accessible digital identity verification solutions has never been greater.
However, for underserved populations—often including low-income individuals, rural communities, elderly citizens, and those lacking traditional identification forms—these solutions must go beyond standard verification requirements to ensure equitable access.
These communities often encounter several unique challenges when trying to verify their identity online:
Limited Access to Traditional Identification: Many individuals lack government-issued IDs or documentation typically required for digital verification, often due to cost or geographic barriers.
Technology Barriers: Limited internet access or lack of digital literacy can make complex identity verification processes difficult, particularly in rural areas.
Mistrust of Digital Systems: Historical mistrust of digital systems or unfamiliarity with online platforms can deter individuals from seeking services that require identity verification.
Language and Cultural Barriers: For non-native speakers or immigrants, navigating complex verification steps in an unfamiliar language can create additional obstacles.
These barriers underline the need for flexible, accessible digital identity verification solutions that consider the specific needs of underserved communities.
In the final episode of The Government Huddle podcast's digital identity series, my conversation with Kim Sutherland, Vice President of Fraud and Identity Strategy at LexisNexis Risk Solutions, explored this topic and the complexities surrounding it, PLUS the future of digital identity in government services.
Here are the top five takeaways from our discussion:
1. Equitable Access is a Government Imperative
Governments must serve everyone, unlike businesses that can focus on specific demographics. Digital identity systems must bridge the digital divide to provide inclusive access for all. For instance, government programs that cater to specific demographics, such as parents, elderly citizens, or the unhoused, must ensure their digital platforms are accessible to those who may lack traditional identification or technology.
2. Digital Identity Verification Can Be Life-Changing
Sutherland emphasized that, for many, access to essential services like housing, healthcare, and food can be a matter of life or death. Inaccessible or complex verification systems exclude individuals who need these services the most. Governments must design flexible systems that can adapt to the diverse needs of users, including those without traditional IDs, to ensure that no one is left behind.
3. Balancing Security with Accessibility
Fraud in government programs surged during the pandemic, highlighting a delicate balance between security and accessibility. Sutherland noted that while fraud prevention remains critical, overly complex security measures can exclude genuine users. By leveraging a mix of data, digital signals, and behavioral biometrics, governments can create “risk-appropriate” verification systems that maintain security while ensuring ease of access for legitimate users.
4. Future-Ready Systems Require Data Collaboration
Cross-agency data sharing can improve fraud prevention and verification accuracy, yet privacy regulations often limit data collaboration. Sutherland suggests a solution: sharing anonymized risk signals instead of personal data. Such signals could help agencies detect fraud patterns without compromising individual privacy. She envisions a future where data-driven government agencies efficiently leverage both internal and external data to ensure safe, equitable service delivery.
5. A Vision of the Future: Digital Birth Certificates and Omnichannel Services
Looking ahead, Sutherland predicts the adoption of digital birth certificates, social security cards, and a shift toward paperless verification. Smartphones are poised to become an essential tool for digital access, enabling services through various channels, such as mobile apps, call centers, and kiosks. By blending digital advancements with physical options, governments can cater to both tech-savvy users and those who may be less digitally inclined, ultimately achieving a more inclusive and resilient identity ecosystem.
The push for digital transformation is an opportunity to create a more inclusive digital landscape. By prioritizing underserved populations in the design of digital identity verification solutions, we can ensure that everyone has equal access to essential services, regardless of their background or circumstances. Inclusivity in digital identity verification isn’t just a technical necessity; it’s a commitment to social equity and empowerment.
Through thoughtful design, cross-sector collaboration, and a focus on user-centric solutions, digital identity verification can become a powerful tool for driving positive change, promoting economic opportunity, and fostering social inclusion for all.
What’s Next?
in the rush to digitize, many organizations risk leaving behind those without reliable access to technology or those who may lack traditional forms of identification. Studies show that nearly a billion people worldwide lack any form of recognized ID, limiting their access to financial services, education, healthcare, and social programs.
Digital identity verification systems designed with underserved populations in mind help bridge this gap, ensuring that everyone, regardless of background, has an equal opportunity to access digital services. But what goes into serving these populations from a technology strategy perspective? Essential components include:
Flexible Verification Methods: Solutions that offer a variety of verification methods, such as mobile phone-based verification, alternative forms of ID, and biometric options, increase accessibility. For instance, allowing verification through a person’s mobile number rather than a government-issued ID can provide a viable pathway for individuals without formal identification.
Low-Barrier Access: Implementing digital systems that work in low-bandwidth environments or can operate on low-cost mobile devices helps underserved populations who may not have the latest technology.
User-Centric Design: Simplifying the user interface and making the verification process easy to navigate, even for those with limited digital experience, is critical. This can include designing multilingual interfaces, simplifying the number of steps required for verification, and providing video tutorials.
Data Privacy and Trust: Respecting user privacy and establishing trust is crucial. Solutions should adhere to data protection standards while being transparent about how data is stored and used. Building trust with underserved communities can encourage broader adoption of digital services.
To learn more about how LexisNexis Risk Solutions can help your agency visit https://risk.lexisnexis.com/government.
Brian Chidester is the Head of Industry Strategy at Adobe 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 an Advisory Board Member for Digital Government Central, 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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