Policy & Practice | Fall 2023

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By Elizabeth Bynum Sorrell and Ariel Kennan

Balancing Access and Security: The Digital Identity Landscape in Human Services

W hen people across the United States apply for human services programs or unemployment insur ance (UI) online, they may be asked to create a username and account, and in some cases, prove who they are by verifying their identity. The Digital Benefits Network (DBN), a project of the Beeck Center for Social Impact + Innovation at Georgetown University, has been conducting research on digital identity in public benefits since late 2022. 1 Specifically, we’ve examined how the processes of authentication and identity proofing show up during many people’s first touch point with a public benefits program: an initial application. 2 Agencies that administer public benefits applications online continually balance multiple potentially conflicting priorities around privacy, fraud pre vention, and accessibility to ensure equitable outcomes. While the overall data related to authentication and identity proofing obstacles are limited, it seems clear that how these processes are incorporated into applications and benefits management may shape access. Through our research and data, we seek to help you understand what’s happening across the sector and inform implementation in your state. Why Digital Identity Matters In public benefits applications, authentication processes can range from a quick signup with a username and password to more involved registra tion steps that require various pieces of information, including phone numbers, addresses, and other details. Some

and digital, remote access to benefits applications and information became more important than ever. 3 However, as human services and labor agencies worked hard to deliver essential benefits during a crisis, programs like UI were targeted by organized criminal groups and faced unprec edented levels of fraudulent claims. 4 The scale of fraud in UI programs indicated a clear need for program matic adjustments; however, efforts to curtail fraud and institute new safe guards and identity proofing checks also created accessibility and equity issues, and contributed to longer wait times and delays for applicants in systems that already faced backlogs. While the pandemic prompted new identity proofing requirements in state UI programs, we also know identity proofing had already been in place in some other programs.

systems also require further layers of security, including one-time pass words sent via SMS or email, security questions, or use of third-party authen ticator applications. Many applications check an individual’s self-asserted personal information with outside data bases. Applicants, however, may also be required to take active steps to verify their identities, for example through processes like knowledge-based verifi cation (KBV) that present users with a series of questions about their private information like credit history, or prompts to upload identity documen tation and selfies to be verified using facial recognition technologies. While the push to move applica tions and access online has been in progress for many years, participation in programs like the Supplemental Nutrition Assistance Program (SNAP) and UI rose during the pandemic,

Illustration by Chris Campbell

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Policy & Practice Fall 2023