Improving security online does not have to increase friction with the end user. In a pilot conducted in the State of Michigan, identity verification services for State benefits programs were moved online. This allowed for users to gain access to benefits without the need to present themselves for an in-person proofing event. The Research Triangle Institute monitored the results of this pilot, and have published them in a paper titled NSTIC State Government Pilot: Michigan Department of Health and Human Services.
As State and Local Government services move to an online delivery model, it is important to capture metrics associated with these changes. During the pilot period at the State of Michigan, the data indicated “an 8% reduction in application backlogs” as a result of performing the identity verification process online. This “reduced average application processing times by about a day for four of the five largest MDHHS programs.”
During the study, it was also noted that there was no measured increase in the levels or frequencies of fraud being detected. These results demonstrate the the positive impact online verification can have on existing State processes and application throughput.