For many government agencies, managing system access for benefits claims is a challenging task. High call volumes, backlogs of appeals, and security vulnerabilities leave agencies struggling to balance service with security.
In Virginia, these challenges became particularly acute during the pandemic. Demetrios “Mitch” Melis, Commissioner of the Virginia Employment Commission (VEC), testified before the Virginia General Assembly that fraudulent benefit claims surged during the pandemic, and attempts to tighten security measures unintentionally created barriers to access for legitimate claimants. Appeals of denied claims piled up. At one point, the VEC faced a backlog of 135,000 appeals, with an average case age of 568 days. These issues underscored the need for a scalable solution that could both streamline processes and securely verify claimants’ identities.
In January 2024, the VEC introduced ID.me’s digital identity wallet as a login and identity verification option for Virginians seeking benefits.
As Commissioner Melis explained, the process for Virginians who choose ID.me is similar to TSA PreCheck. The process begins with a one-time, thorough identity verification, with creation of a reusable credential stored in ID.me’s identity wallet. Once verified, it takes about a minute for users to seamlessly log in upon subsequent visits. The process is even easier for Virginians who have previously created ID.me accounts to access services from other agencies like the IRS or the Department of Veterans Affairs, requiring no additional verification. These users simply log in.
For users who need to verify their identity for the first time, ID.me offers three pathways to meet their diverse needs: online self-service, video chat, and in-person verification. ID.me offers all three pathways while meeting the federal government’s rigorous standards for consumer authentication, helping the VEC expand access to benefits without compromising security.
To ensure Virginians understood the new option, the VEC launched a campaign, “E-Z with ID.me,” emphasizing the simplicity and security of using ID.me. The campaign included clear instructions, a tutorial video, and even QR codes to simplify the login process further. As Commissioner Melis remarked upon launching the campaign, “this new login option solves the main challenge we’ve been dealing with for some time, providing our customers with easy access while keeping out fraud. By partnering with ID.me, we are able to do just that.”
The results of the VEC’s partnership with ID.me have been transformative:
- 173% Increase in Online Usage: About eight months following ID.me’s introduction, the rate at which Virginians accessed benefits online with the VEC was more than double the rate one year prior.
- 57% Reduction in Call Volume: Total calls to the VEC’s Customer Contact Center dropped dramatically, indicating fewer customer issues and complaints.
- 9,300 Staff Hours Saved: Streamlined identity verification processes and fewer calls freed up resources, enabling VEC to redeploy staff to other critical priorities.
These improvements both enhanced the customer experience and increased organizational efficiency. As a testament to its success, the VEC received the 2024 Commonwealth Award for IT service excellence.
Virginia Governor Glenn Youngkin recently visited the VEC to commend the agency and unveil its new, user-focused website. Praising the VEC’s innovative approach, the Governor remarked, “The VEC has leveraged technology and innovation to streamline processes, accelerate workflows, and build resilience, ensuring the agency is prepared for the future.” As of Governor Youngkin’s visit, the VEC has reduced the backlog of appeals to just 1,200 cases and lowered the average case age to 19 days.
ID.me is proud to support the VEC’s mission to better serve Virginians. With more than 80% of customers now filing claims seamlessly online, our partnership exemplifies how technology can empower agencies to meet modern demands.
The VEC’s story is a case study for the power of innovation in government services. For agencies across the country, the “E-Z with ID.me” approach offers a roadmap to enhanced efficiency, security, and customer experience.
