How to Balance Security and CX in Digital Identity Verification 

Agencies find themselves in a tough spot when providing online services that require identity verification. They must take every feasible measure to safeguard against the omnipresent risk of fraud, in compliance with an extensive and complex set of laws and policies. Such measures are inarguably necessary.

But those efforts run the risk of creating a process in which people experience unnecessary delays and difficulties trying to access benefits and services online, said Jordan Burris, Vice President and General Manager for Public Sector at Socure, which provides identity verification solutions.

“It’s a false choice that organizations have often been led to believe, that you either have to accept that fraud is going to happen or that you have to apply a ton of friction to the process and fail to meet people where they are,” he said.

In this video interview, Burris discusses how agencies both improve the end-user experience and reduce the risk of fraud. Topics include:

• Four common mistakes that agencies make in their identity verification programs
• How to reduce the “time tax” on constituents using services that require identity verification
• The importance of having transparency into the verification process, providing context for each decision made