Page 29 - FCW, May/June 2020

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Agencies must take a different approach to single sign-on and multifactor authentication for citizens and go beyond relying on passwords.
Social Security Administration’s website to check on benefits, for example, won’t have access to a PIV card or VPN that an agency employee would. Therefore, agencies must take a different approach to single sign-on and multifactor authentication for citizens and go beyond relying on passwords so we can eliminate vectors for threat actors to break into accounts.
The first interaction a person typically
has with a government agency involves trying to register for benefits via a website. Unfortunately, according to some estimates, the abandonment rate can be as high as 70% when users encounter friction with that transaction, which creates frustration and phone calls to
an already busy support center. That’s a staggering number when you think about the importance of the services that federal,
state and local agencies provide. Making registration and enrollment easier helps citizens and government staffers in the short and long terms.
Fortunately, with the right tools and strategies, agencies are making those activities both frictionless and secure.
Habib Hourani is a solutions engineer at Okta.
Enhance Citizen Engagement
Create personalized, omni-channel experiences
Citizens expect government agencies to meet their high expectations for digital experiences that are technologically advanced, frictionless, omni-channel, and personalized.
• Unify experiences across devices; Provide a seamless, secure, and branded login experience across digital experiences
• Reduce user friction; Simplify engagement and meet citizens on the devices they prefer to use
• Boost developer efficiency; Focus developer resources on delivering citizen services, rather than building authentication
Learn more at okta.com/government
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