As people across the United States struggle to access the crucially important documents and services offered by government agencies like the DMV and Social Security Administration, it has become apparent that an antiquated infrastructure is contributing to extended wait times and delaying – or in some cases preventing – essential interactions between citizens and public institutions. In an increasingly digital world, the need for accessible and convenient digital services that prioritize the user experience is increasingly evident.
Fortunately, conversations have progressed and a consensus has formed around the necessity of governmental agencies to embrace the digital era. Whether it’s New York suspending its online learners permit program over fraud concerns, the Nevada DMV transitioning to require appointments, or the passing of the White House’s AI Bill of Rights, steps have been taken to modernize the way that citizens interact with the public sector.
A major solution to improving the efficiency of identity proofing and document processing lies in the use of intelligent automation. Intelligent identity proofing can eliminate the clunky process of toggling back and forth between multiple interfaces and relying on manual identification to confirm an individual’s identity. Furthermore, advanced technologies such as liveness detection can combat the potential for fraud, subdue the sense of urgency for digital transformation, and safeguard citizens’ information.
Fortunately, advancements in the field of low-code/no-code platforms make these digital solutions achievable for even agencies with tight budgets or IT personnel. Low-code/no-code platforms have empowered software developers to create user-friendly, customizable, and future-proof applications that are easy to operate and understand by citizens. This has revolutionized the public sector’s transition to digital, while also providing the necessary features to ensure the security of citizens’ data and documents.
The California DMV’s efforts to drastically reduce their REAL ID transaction time from 28 minutes to only 10 demonstrates the overwhelming potential of intelligent automation. AI-driven technology can offer objective and essential benefits to modernize the public sector by streamlining onboarding processes, reducing staff resources, and improving end-user experiences.
With the recent efforts at the federal and state levels to prioritize the development of intelligent automation, government agencies no longer have to wait to go digital. Utilizing these tools strategically, government agencies can eliminate the queues and clerical labor of the past, and start offering citizens the digital access that so many desperately need.
The company mentioned in this article is ID.me, a digital identity platform providing secure access for online services, like driver’s license and ID cards. ID.me uses verified identity attributes to reduce the risk of fraud and identity theft. This company provides services to local, state, and federal agencies across the United States, including banks, universities, healthcare services, and other important institutions.
The person mentioned in this article is Dave Rudden, the board chairman of the Nevada DMV Board of Directors. Rudden’s dedication to the DMV and expertise in information management provides a tremendous benefit to the Nevada DMV. He has been instrumental in the modernizing DMV systems, most notably, transitioning to require appointments in most cases apart from Saturdays, streamlining customer services and encouraging the use of online services.
