{"id":28112,"date":"2025-09-02T12:49:03","date_gmt":"2025-09-02T16:49:03","guid":{"rendered":"https:\/\/digitalgovernmenthub.org\/?post_type=publication&#038;p=28112"},"modified":"2026-03-30T19:56:25","modified_gmt":"2026-03-30T23:56:25","slug":"digital-doorways-to-public-benefits-user-experiences-with-digital-identity","status":"publish","type":"publication","link":"https:\/\/digitalgovernmenthub.org\/publications\/digital-doorways-to-public-benefits-user-experiences-with-digital-identity\/","title":{"rendered":"Digital Doorways to Public Benefits: Beneficiary Experiences with Digital Identity"},"content":{"rendered":"<div class=\"alignfull is-variant-publication wp-block-gbc-page-header\">\n\n\t<div class=\"wp-block-gbc-page-header__columns\">\n\n\t\t<div class=\"wp-block-gbc-page-header__content-wrapper\">\n\n\t\t\n\t\t\n<div class=\"wp-block-gbc-page-header-post-type-topics\">\n\t<a class=\"archive-link\" href=\"https:\/\/digitalgovernmenthub.org\/publications\/\">Publication<\/a>\n\n\t\t\t<a href=\"https:\/\/digitalgovernmenthub.org\/topic\/authentication-accounts\/\">Authentication + Accounts<\/a>\t\t\n<\/div>\n\n\n\n<h1 class=\"wp-block-heading\">Digital Doorways to Public Benefits: Beneficiary Experiences with Digital Identity<\/h1>\n\n\n\n<p class=\"wp-block-paragraph\">Led by the Digital Benefits Network in partnership with Public Policy Lab, the Digital Doorways research project amplifies the lived experiences of beneficiaries to provide new insights into people\u2019s experiences with digital identity processes and technology in public benefits. This report details the project&#8217;s findings, directly highlighting the voices of beneficiaries through videos and photos.<\/p>\n\n\n<div class=\"wp-block-gbc-page-header-meta\">\n\n\t<div class=\"wp-block-gbc-page-header-meta__organizations\">\n\t\t\t<span class=\"wp-block-gbc-page-header-meta__label\">Organizations: <\/span><a href=\"https:\/\/digitalgovernmenthub.org\/organization\/beeck-center-for-social-impact-innovation\/\">Beeck Center for Social Impact + Innovation<\/a>, <a href=\"https:\/\/digitalgovernmenthub.org\/organization\/digital-benefits-network\/\">Digital Benefits Network<\/a>\n\t\t<\/div><div class=\"wp-block-gbc-page-header-meta__authors\">\n\t\t\t<span class=\"wp-block-gbc-page-header-meta__label\">Authors: <\/span><a href=\"https:\/\/digitalgovernmenthub.org\/authors\/elizabeth-bynum-sorrell\/\">Elizabeth Bynum Sorrell<\/a>, <a href=\"https:\/\/digitalgovernmenthub.org\/authors\/rachel-meade-smith\/\">Rachel Meade Smith<\/a>\n\t\t<\/div><div class=\"wp-block-gbc-page-header-meta__dates\">\n\t\t\t\t<div class=\"wp-block-gbc-page-header-meta__date-item\">\n\t\t\t<span class=\"wp-block-gbc-page-header-meta__label\">Published Date: <\/span>\n\t\t\t<span>Sep 2, 2025<\/span>\n\t\t<\/div><div class=\"wp-block-gbc-page-header-meta__date-item\">\n\t\t\t<span class=\"wp-block-gbc-page-header-meta__label\">Last Updated: <\/span>\n\t\t\t<span>Mar 30, 2026<\/span>\n\t\t<\/div>\n\t\t\t<\/div>\n<\/div>\n\n\t\t<\/div>\n\n\t\t\n\t\t<div class=\"page-header-resource alignfull wp-block-gbc-page-header__code-lines wp-block-gbc-code-lines\">\n\t<svg class=\"gbc-animate-svg\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"1030\" height=\"141\" fill=\"none\" viewBox=\"0 0 1030 141\"><path fill=\"#00B5E2\" d=\"M563.134 12.378h-87.892c-2.016 0-3.865-2.224-3.865-5.189 0-2.78 1.68-5.189 3.865-5.189h87.892c2.017 0 3.865 2.224 3.865 5.19-.168 2.78-1.848 5.188-3.865 5.188\"\/><path fill=\"#48C7BB\" d=\"M687.1 12.378H578.705c-2.521 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5.19-3.865 5.19\"\/><\/svg><\/div>\n\t\t\t<\/div>\n<\/div>\n\n\n<div class=\"wp-block-gbc-table-of-contents\">\n\n\t<nav class=\"wp-block-gbc-table-of-contents__navigation is-hidden\" aria-label=\"Table of Contents\">\n\t<\/nav>\n\n\t<div class=\"wp-block-gbc-table-of-contents__content\">\n\t\n\n<h2 class=\"wp-block-heading\">Introduction<\/h2>\n\n\n\n<p class=\"has-body-md-font-size wp-block-paragraph\">When people across the United States apply for public benefits online, they are often asked to create an account, and, in some cases, verify their identity to prove they are who they claim.  Depending on the state agency&#8217;s approach to <strong>digital identity management<\/strong>, this experience can involve varying degrees of friction and burden\u2014meaning some people can apply for benefits quickly, while others will seek alternative paths, delay application, or forgo applying altogether.<\/p>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background has-body-md-font-size is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"wp-block-paragraph\"><strong><em>Digital identity<\/em><\/strong> refers to how people represent themselves online, for example, through an account registered to a name and email. This report uses <strong><em>digital identity processes<\/em><\/strong> to describe tasks related to account creation, authentication, and identity proofing (often colloquially called <em>identity verification<\/em>).<\/p>\n<\/div>\n\n\n\n<p class=\"has-body-md-font-size wp-block-paragraph\">For many internet users, tasks like entering a username and password or using multi-factor authentication (MFA) to access an account are routine and inconsequential. But for public benefits access, the stakes are higher. Sometimes, forgetting a password or getting locked out of an account can mean being unable to pay your bills. \u201cChris,\u201d a beneficiary from Arizona, described it this way:&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote has-gbc-color-periwinkle-500 is-layout-flow wp-block-quote-is-layout-flow\">\n<figure style=\"\" class=\"wp-block-image alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1168\" height=\"1168\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_021_Chris.png\" alt=\"\" class=\"wp-image-28574\" style=\"aspect-ratio:1;object-fit:cover;width:150px\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_021_Chris.png 1168w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_021_Chris-300x300.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_021_Chris-1024x1024.png 1024w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_021_Chris-150x150.png 150w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_021_Chris-768x768.png 768w\" sizes=\"auto, (max-width: 1168px) 100vw, 1168px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThere\u2019s been times where I didn\u2019t have my cell phone service on because I couldn\u2019t afford to, and I couldn\u2019t recover stuff because it couldn\u2019t text me. And you know, that brings you to your knees\u2026 You have to go and find somebody to help pay your cell phone bill so that you can recover your email, so that you can recover your state benefits account, so that you can keep your lights on.\u201d<\/p>\n<cite>&#8220;Chris,&#8221; Arizona<\/cite><div class=\"quote-block alignfull wp-block-gbc-code-lines\">\n\t<svg class=\"gbc-animate-svg\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 560 83\"><path fill=\"#AEB1B2\" d=\"M203.658 78.325h-3.773v3.994h-2.263v-3.994H194v-2.33h3.773V72h2.263v3.995h3.773v2.33z\"\/><path fill=\"#FF7D58\" d=\"M416.403 81.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.471 1.997 3.471 4.66-.151 2.497-1.66 4.66-3.471 4.66\"\/><path fill=\"#6EADDC\" d=\"M182.465 81.32H85.12c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.812-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M322.682 81.32H215.226c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h107.456c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M528.571 81.32h-97.345c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.812 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M641.57 81.32h-97.345c-2.263 0-4.225-1.997-4.225-4.66 0-2.496 1.811-4.66 4.225-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#48C7BB\" d=\"M379.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M188.2 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66H188.2c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M202.225 63.32h105.341c2.415 0 4.226-1.997 4.226-4.66S309.83 54 307.566 54H202.225c-2.414 0-4.225 2.164-4.225 4.66 0 2.663 1.962 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M399.414 60.319h2.867v2.164h-3.018l-.453 3.994h-1.962l.453-3.994h-3.471l-.453 3.994h-1.962l.453-3.994H389v-2.164h3.019l.453-4.16h-2.868v-2.165h3.018l.453-3.994h2.113l-.453 3.994h3.472l.452-3.994h1.962l-.452 3.994h2.867v2.164h-3.018zm-1.962 0 .453-4.16h-3.471l-.453 4.16z\"\/><path fill=\"#FF7D58\" d=\"M477.122 63.32h-64.896c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h64.896c2.264 0 4.226 1.997 4.226 4.66-.151 2.663-1.962 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M549.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.811 4.66-4.226 4.66\"\/><path fill=\"#AEB1B2\" d=\"M380 17.997c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997m0 8.821c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997\"\/><path fill=\"#98D77F\" d=\"M477.289 27.32h-84.667c-1.962 0-3.622-1.997-3.622-4.66 0-2.496 1.66-4.66 3.622-4.66h84.667c1.962 0 3.622 1.997 3.622 4.66.151 2.663-1.509 4.66-3.622 4.66\"\/><path fill=\"#6EADDC\" d=\"M605.322 27.32H491.829c-2.716 0-4.829-1.997-4.829-4.66 0-2.496 2.113-4.66 4.829-4.66h113.493c2.717 0 4.83 1.997 4.83 4.66s-2.113 4.66-4.83 4.66M505.727 9.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.472 1.997 3.472 4.66-.151 2.497-1.661 4.66-3.472 4.66\"\/><path fill=\"#48C7BB\" d=\"M621.031 9.32h-97.344c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.344c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M439.225 45.32h128.134c2.414 0 4.225-1.997 4.225-4.66S569.773 36 567.359 36H439.225c-2.263 0-4.225 1.997-4.225 4.66s1.811 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M412 37.494c0-2.663 1.358-4.494 3.471-4.494s3.471 1.83 3.471 4.494-1.358 4.493-3.471 4.493c-1.962-.166-3.471-1.997-3.471-4.493m5.282 0c0-1.831-.603-2.83-1.811-2.83-1.056 0-1.811.999-1.811 2.83s.755 2.83 1.811 2.83c1.208-.167 1.811-1.166 1.811-2.83m7.094-4.328h2.113l-9.961 16.145h-2.113zm-2.717 11.817c0-2.663 1.358-4.493 3.471-4.493s3.471 1.83 3.471 4.493-1.358 4.494-3.471 4.494-3.471-1.83-3.471-4.494m5.282 0c0-1.83-.754-2.83-1.811-2.83s-1.811 1-1.811 2.83.755 2.83 1.811 2.83 1.811-.999 1.811-2.83\"\/><path fill=\"#6EADDC\" d=\"M401.031 45.986h-41.504c-2.565 0-4.527-2.163-4.527-4.993S356.962 36 359.527 36h41.504c2.566 0 4.528 2.164 4.528 4.993s-1.962 4.993-4.528 4.993\"\/><path fill=\"#FF7D58\" d=\"M369.908 26.986h-57.501c-2.566 0-4.528-2.164-4.528-4.993S309.841 17 312.407 17h57.501c2.565 0 4.527 2.164 4.527 4.993s-2.113 4.993-4.527 4.993\"\/><path fill=\"#48C7BB\" d=\"M345.006 45.32h-78.781c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.781c1.811 0 3.471 1.997 3.471 4.66s-1.66 4.66-3.471 4.66\"\/><\/svg><\/div>\n<\/blockquote>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"has-body-md-font-size wp-block-paragraph\">Throughout the report, we\u2019ll refer to participants using aliases. These names appear in quotation marks.&nbsp;<\/p>\n<\/div>\n\n\n\n<p class=\"has-body-md-font-size wp-block-paragraph\">When designing digital identity processes, public benefits administrators must balance security with accessibility. They must keep users <em>and<\/em> systems safe, without creating unnecessary barriers that disempower individuals seeking help. This is no easy task. To build processes that are truly secure and inclusive, we must first understand who is struggling, how, and why.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">What to Expect<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">We believe it\u2019s imperative for readers to hear directly from beneficiaries about their experiences. Multimedia clips are embedded throughout the report, and the short video below introduces you to the project and some of the beneficiaries we spoke to.&nbsp;&nbsp;<\/p>\n\n\n\n<figure style=\"\" class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Introducing \u201cDigital Doorways to Public Benefits: Beneficiary Experiences with Digital Identity\u201d\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/c5GXQoXdqQk?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">We conducted this research in the spring of 2025. We carried out our interviews in a moment of anticipated change to public benefits policy and delivery, but before the shape of those changes was clear. We believe the findings below offer evergreen insights into beneficiaries\u2019 experiences using technology to access public programs online, and the support that might make those processes more seamless.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Given the <a href=\"https:\/\/www.congress.gov\/bill\/119th-congress\/house-bill\/1\">H.R. 1<\/a> SNAP cost shifts to states based on payment error rates, and new work reporting requirements in Medicaid, state agencies will likely require additional and consistent touch points with beneficiaries in the coming years. We believe it\u2019s imperative that the process of interacting with agencies, for example, reaccessing portals and accounts, is as easy and straightforward as possible to enable access and program administration.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Below, we provide relevant background information and outline the project approach, before sharing insights and actionable recommendations.<\/p>\n\n\n\n<div style=\"\" class=\"wp-block-media-text is-stacked-on-mobile\"><figure class=\"wp-block-media-text__media\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Digital-Doorways-Exec-Summary-1-1-1-1024x576.png\" alt=\"\" class=\"wp-image-29893 size-full\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Digital-Doorways-Exec-Summary-1-1-1-1024x576.png 1024w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Digital-Doorways-Exec-Summary-1-1-1-300x169.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Digital-Doorways-Exec-Summary-1-1-1-768x432.png 768w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Digital-Doorways-Exec-Summary-1-1-1.png 1333w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><div class=\"wp-block-media-text__content\">\n<p class=\"wp-block-paragraph\">Prefer to read a summary of the Digital Doorways to Public Benefits: User Experiences with Digital Identity report?<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-secondary\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/digitalgovernmenthub.org\/library\/digital-doorways-to-public-benefits-beneficiary-experiences-with-digital-identity-executive-summary\/\">Read The Summary<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"has-body-lg-font-size wp-block-paragraph\"><strong>Jump Ahead<\/strong><\/p>\n\n\n\n<div class=\"wp-block-buttons has-custom-font-size has-medium-font-size is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-secondary\"><a class=\"wp-block-button__link wp-element-button\" href=\"#insights\">Insights<\/a><\/div>\n<\/div>\n\n\n\n<ol class=\"wp-block-list\">\n<li class=\"has-body-lg-font-size wp-block-list-item\">Beneficiaries regularly put aside privacy concerns in order to access benefits.&nbsp;<\/li>\n\n\n\n<li class=\"has-body-lg-font-size wp-block-list-item\">Security and convenience are often at odds in password use.&nbsp;<\/li>\n\n\n\n<li class=\"has-body-lg-font-size wp-block-list-item\">Unstable access to accounts and devices makes multi-factor authentication (MFA) a challenge.&nbsp;<\/li>\n\n\n\n<li class=\"has-body-lg-font-size wp-block-list-item\">Account access can prove difficult when personal information and service needs change.&nbsp;<\/li>\n\n\n\n<li class=\"has-body-lg-font-size wp-block-list-item\">Biometric verification can come with usability issues and doubt.&nbsp;<\/li>\n\n\n\n<li class=\"has-body-lg-font-size wp-block-list-item\">Beneficiaries are split on comfort level with biometrics.<\/li>\n\n\n\n<li class=\"has-body-lg-font-size wp-block-list-item\">Beneficiaries want access to personalized human support, even if it costs them time.&nbsp;<\/li>\n\n\n\n<li class=\"has-body-lg-font-size wp-block-list-item\">Security questions and knowledge-based verification do not reflect diverse life experiences.<\/li>\n\n\n\n<li class=\"has-body-lg-font-size wp-block-list-item\">Not all friction is equal\u2014some helps, some harms.&nbsp;<\/li>\n<\/ol>\n\n\n\n<div class=\"wp-block-buttons has-custom-font-size has-medium-font-size is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-secondary\"><a class=\"wp-block-button__link wp-element-button\" href=\"#recommendations\">Recommendations<\/a><\/div>\n<\/div>\n\n\n\n<ol class=\"wp-block-list\">\n<li class=\"has-body-lg-font-size wp-block-list-item\">Build trust by providing simple explanations of how people\u2019s data will be used.&nbsp;<\/li>\n\n\n\n<li class=\"has-body-lg-font-size wp-block-list-item\">Invest in maintaining and strengthening human support.&nbsp;<\/li>\n\n\n\n<li class=\"has-body-lg-font-size wp-block-list-item\">Take a risk-based approach to evaluating whether a specific interaction or transaction requires an account.<\/li>\n\n\n\n<li class=\"has-body-lg-font-size wp-block-list-item\">Structure the password creation process to make it easier for beneficiaries to make strong security choices.<\/li>\n\n\n\n<li class=\"has-body-lg-font-size wp-block-list-item\">Provide multiple pathways for individuals to successfully use MFA, along with clear information about why MFA is needed.&nbsp;<\/li>\n\n\n\n<li class=\"has-body-lg-font-size wp-block-list-item\">Ensure there are clear and easy-to-use pathways for individuals to regain access to accounts and reset passwords.<\/li>\n\n\n\n<li class=\"has-body-lg-font-size wp-block-list-item\">If proofing is necessary, ensure there are multiple ways for beneficiaries to prove their identities.<\/li>\n\n\n\n<li class=\"has-body-lg-font-size wp-block-list-item\">Be cautious about adopting alternatives like biometrics and mobile driver\u2019s licenses.<\/li>\n<\/ol>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Background<\/h3>\n\n\n\n<p class=\"has-body-md-font-size wp-block-paragraph\">In 2022, the Beeck Center\u2019s <a href=\"https:\/\/digitalgovernmenthub.org\/about\/\">Digital Benefits Network<\/a> (DBN) launched an initiative to study how digital identity functions in the public benefits system. This work was driven by growing concerns about how account creation and identity proofing requirements create burdens for applicants and beneficiaries. It quickly became clear that agencies administering benefits needed more support and information to develop digital identity approaches that balance access, security, and privacy.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"has-body-md-font-size wp-block-paragraph\"><strong><em>Identity proofing<\/em><\/strong>&nbsp;is the official term for the set of tasks required to confirm a user is who they say they are. <a href=\"https:\/\/digitalgovernmenthub.org\/publications\/digital-identity-101-an-introduction-to-digital-identity-in-public-benefits-programs\/#section-3-identity-proofing\">Learn more in \u201cDigital Identity 101: An Introduction to Digital Identity in Public Benefits Programs.\u201d<\/a><\/p>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\">In 2023 and again in 2024, the Digital Benefits Network published an <a href=\"https:\/\/digitalgovernmenthub.org\/publications\/2024-edition-account-creation-and-identity-proofing-in-online-public-benefits-applications\/\">open dataset<\/a> documenting account creation and identity proofing requirements in online applications for SNAP (Supplemental Nutrition Assistance Program), WIC (Special Supplemental Nutrition Program for Women, Infants, and Children), TANF (Temporary Assistance for Needy Families), Medicaid, child care, and Unemployment Insurance (UI) across all states and territories, to help the broader ecosystem identify promising practices and areas for improvement in public benefits identity management. Today, the DBN\u2019s work includes:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><a href=\"https:\/\/digitalgovernmenthub.org\/topics\/digital-identity\/\"><strong>Ongoing landscape research<\/strong><\/a>, identification of promising practices, and guides to support practitioners in building awareness and rethinking their own systems.&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\">A <a href=\"https:\/\/digitalgovernmenthub.org\/get-involved\/digital-benefits-network-digital-identity-community-of-practice\/\"><strong>community of practice<\/strong><\/a> bringing together stakeholders across the United States focused on implementing digital identity solutions in government contexts<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><a href=\"https:\/\/digitalgovernmenthub.org\/get-involved\/collaborative-research-on-digital-identity-in-public-benefits-delivery\/\"><strong>BalanceID<\/strong><\/a>, a joint effort between the DBN, the <a href=\"https:\/\/cdt.org\/\">Center for Democracy and Technology<\/a>, and the <a href=\"https:\/\/www.nist.gov\/\">National Institute of Standards and Technology (NIST)<\/a> to adapt NIST\u2019s digital identity guidelines to a public benefits context. This work aims to help agencies make more risk-based, human-centered decisions about whether and how to use account creation and identity proofing in benefits delivery. &nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Digital Doorways<\/strong>, in partnership with <a href=\"http:\/\/www.publicpolicylab.org\">Public Policy Lab<\/a>, to bring direct insights from the people most impacted by barriers to digital benefits access\u2014beneficiaries navigating digital identity processes\u2014often on their own, and often with very limited resources.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">We continue to be in active dialogue with stakeholders about what is needed to support the implementation of accessible, effective, and equitable digital public benefits. We hope this project is one spark towards that goal. Feel free to <a href=\"mailto:digitalbenefits@georgetown.edu\">get in touch<\/a> with your ideas and questions.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Project Overview<\/h3>\n\n\n\n<p class=\"has-body-md-font-size wp-block-paragraph\">The Digital Doorways project aims to deepen understanding of the lived experience of people who interact with digital identity processes\u2014tasks like creating an account, logging in, submitting documents, and biometric verification\u2014when applying for and accessing public benefits.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In late 2024, we launched a partnership with <a href=\"https:\/\/www.publicpolicylab.org\/\">Public Policy Lab<\/a> (PPL), a nonprofit that works with government agencies and service providers to research, design, and test new policies and services. Together, we conducted qualitative research on the digital identity experience with beneficiaries across the United States. Between March and April 2025, members of the DBN and PPL teams conducted 33 interviews with beneficiaries and subject-matter experts (SMEs) in Massachusetts, Arizona, and New York.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We chose qualitative methods for the depth of insight they offer into the emotional and psychological impacts of digital identity processes. While surveys and other quantitative approaches are useful for identifying broad trends, the first-person stories uncovered by qualitative approaches provide powerful evidence of how technology shapes people\u2019s daily lives. Despite working with a modest sample size, we came away with a deep and highly contextualized understanding of how each participant relates to digital identity, and why.<\/p>\n\n\n\n<p class=\"has-body-md-font-size wp-block-paragraph\">Until now, the understanding of digital identity has largely been shaped by institutional subject-matter expertise. We hope that by providing input from the people most affected by digital identity challenges, this research project will lead to the development of a more human-centered front door to public benefits.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Audience<\/h3>\n\n\n\n<p class=\"has-body-md-font-size wp-block-paragraph\">We envision the Digital Doorways project as relevant to groups who design, administer, and support beneficiaries in navigating digital identity processes. These include:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>State benefits agencies. <\/strong>State agencies responsible for designing, building, and maintaining digital identity processes can share and discuss the research findings, pursue further learning and research, and implement recommendations.&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Community-based organizations (CBOs) and community partners. <\/strong>Organizations who support beneficiaries in applying for and maintaining benefits can use findings to contextualize the challenges their clients face, and advocate for the implementation of recommendations.&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Policy, advocacy, and research groups. <\/strong>These groups can advocate for the implementation of recommendations in this report, and build on the research\u2014interviewing more beneficiaries and SMEs in different states, and disseminating their own findings.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Philanthropic funders. <\/strong>Funders can help make the recommendations in this report a reality by funding additional research, identity management and data protection trainings, and redesigns of state systems.&nbsp;<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">Context and Existing Research<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Why Context Matters<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cRobert,\u201d one of our research participants from Massachusetts, is 61 years old and uses SNAP. If he picks up his phone and tries unsuccessfully to log in to manage his benefits, it is unlikely he will blame his frustration solely on the state\u2019s approach to account creation or identity verification. His experience of digital identity processes is also shaped by the broader design of the benefits enrollment process, his personal history with public assistance, his views on government and data privacy, and his access to and comfort with technology.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This report should be interpreted with these interconnections in mind: <strong>Digital identity experiences are always entangled with broader systems, histories, and relationships.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As such, this study is not meant to be viewed in isolation. The Digital Doorways project builds on a rich body of existing research while contributing new insights specific to digital identity, and its findings gain meaning when considered alongside other inquiries into interconnected topics. Together, these efforts reveal patterns and connections that offer a fuller picture of the challenges people face.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Below, we outline key relevant takeaways from ongoing research in three areas: <strong>benefits service delivery<\/strong>; <strong>barriers related to access and digital<\/strong> <strong>literacy<\/strong>; and<strong> perceptions of government, technology, and data privacy<\/strong>.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Challenges in Benefits Service Delivery<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">For most public benefits applicants or beneficiaries, activities related to digital identity are not wholly distinct from other enrollment activities, such as filling out a complex application form, submitting pay stubs to verify income eligibility, or traveling to a field office for an appointment. These processes are all required steps to accessing benefits. To understand how people experience creating and proving their identity online, we have to understand the challenges they face before and after.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Central to this is <em>administrative burden,<\/em> a concept advanced<em> <\/em>by Pamela Herd and Donald Moynihan in their 2018 book of the same name.<sup data-fn=\"edba29cf-47d8-4adc-a78e-c31f1ef89c89\" class=\"fn\"><a id=\"edba29cf-47d8-4adc-a78e-c31f1ef89c89-link\" href=\"#edba29cf-47d8-4adc-a78e-c31f1ef89c89\">1<\/a><\/sup> Administrative burden describes the obstacles individuals must navigate when seeking institutional services\u2014obstacles that can, at times, prove impassable. Such burdens can be written straight into policy via onerous requirements, confusing eligibility rules, or redundant recertification processes. While some are crafted as political tools, others are merely the unfortunate result of bureaucracy, limited data-sharing across agencies, or a lack of insight into the lived experiences of the public. Digital identity processes offer some good examples, from requesting extensive personal details to setting up new accounts for different benefit programs, and requiring scans of multiple physical documents\u2014like birth certificates, tribal membership cards, or passports\u2014that can be difficult to locate.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">One beneficiary we spoke to in Massachusetts described the way administrative burden creates as an &#8220;us vs. them&#8221; dynamic between institutions and the public:&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote has-gbc-color-periwinkle-500 is-layout-flow wp-block-quote-is-layout-flow\">\n<figure style=\"\" class=\"wp-block-image alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1206\" height=\"1206\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_005_Kim.png\" alt=\"\" class=\"wp-image-28602\" style=\"aspect-ratio:1;object-fit:cover;width:150px\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_005_Kim.png 1206w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_005_Kim-300x300.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_005_Kim-1024x1024.png 1024w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_005_Kim-150x150.png 150w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_005_Kim-768x768.png 768w\" sizes=\"auto, (max-width: 1206px) 100vw, 1206px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cIt makes me feel a little resentful that they seem to know who I am when they want me to pay taxes and everything. But then, all of a sudden, when they\u2019re supposed to be doing something for me, they\u2019re like, \u2018Well, do I know you? Who are you?\u2019\u201d&nbsp;<\/p>\n<cite>&#8220;Kim,&#8221; Massachusetts<\/cite><div class=\"quote-block alignfull wp-block-gbc-code-lines\">\n\t<svg class=\"gbc-animate-svg\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 560 83\"><path fill=\"#AEB1B2\" d=\"M203.658 78.325h-3.773v3.994h-2.263v-3.994H194v-2.33h3.773V72h2.263v3.995h3.773v2.33z\"\/><path fill=\"#FF7D58\" d=\"M416.403 81.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.471 1.997 3.471 4.66-.151 2.497-1.66 4.66-3.471 4.66\"\/><path fill=\"#6EADDC\" d=\"M182.465 81.32H85.12c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.812-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M322.682 81.32H215.226c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h107.456c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M528.571 81.32h-97.345c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.812 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M641.57 81.32h-97.345c-2.263 0-4.225-1.997-4.225-4.66 0-2.496 1.811-4.66 4.225-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#48C7BB\" d=\"M379.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M188.2 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66H188.2c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M202.225 63.32h105.341c2.415 0 4.226-1.997 4.226-4.66S309.83 54 307.566 54H202.225c-2.414 0-4.225 2.164-4.225 4.66 0 2.663 1.962 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M399.414 60.319h2.867v2.164h-3.018l-.453 3.994h-1.962l.453-3.994h-3.471l-.453 3.994h-1.962l.453-3.994H389v-2.164h3.019l.453-4.16h-2.868v-2.165h3.018l.453-3.994h2.113l-.453 3.994h3.472l.452-3.994h1.962l-.452 3.994h2.867v2.164h-3.018zm-1.962 0 .453-4.16h-3.471l-.453 4.16z\"\/><path fill=\"#FF7D58\" d=\"M477.122 63.32h-64.896c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h64.896c2.264 0 4.226 1.997 4.226 4.66-.151 2.663-1.962 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M549.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.811 4.66-4.226 4.66\"\/><path fill=\"#AEB1B2\" d=\"M380 17.997c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997m0 8.821c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997\"\/><path fill=\"#98D77F\" d=\"M477.289 27.32h-84.667c-1.962 0-3.622-1.997-3.622-4.66 0-2.496 1.66-4.66 3.622-4.66h84.667c1.962 0 3.622 1.997 3.622 4.66.151 2.663-1.509 4.66-3.622 4.66\"\/><path fill=\"#6EADDC\" d=\"M605.322 27.32H491.829c-2.716 0-4.829-1.997-4.829-4.66 0-2.496 2.113-4.66 4.829-4.66h113.493c2.717 0 4.83 1.997 4.83 4.66s-2.113 4.66-4.83 4.66M505.727 9.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.472 1.997 3.472 4.66-.151 2.497-1.661 4.66-3.472 4.66\"\/><path fill=\"#48C7BB\" d=\"M621.031 9.32h-97.344c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.344c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M439.225 45.32h128.134c2.414 0 4.225-1.997 4.225-4.66S569.773 36 567.359 36H439.225c-2.263 0-4.225 1.997-4.225 4.66s1.811 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M412 37.494c0-2.663 1.358-4.494 3.471-4.494s3.471 1.83 3.471 4.494-1.358 4.493-3.471 4.493c-1.962-.166-3.471-1.997-3.471-4.493m5.282 0c0-1.831-.603-2.83-1.811-2.83-1.056 0-1.811.999-1.811 2.83s.755 2.83 1.811 2.83c1.208-.167 1.811-1.166 1.811-2.83m7.094-4.328h2.113l-9.961 16.145h-2.113zm-2.717 11.817c0-2.663 1.358-4.493 3.471-4.493s3.471 1.83 3.471 4.493-1.358 4.494-3.471 4.494-3.471-1.83-3.471-4.494m5.282 0c0-1.83-.754-2.83-1.811-2.83s-1.811 1-1.811 2.83.755 2.83 1.811 2.83 1.811-.999 1.811-2.83\"\/><path fill=\"#6EADDC\" d=\"M401.031 45.986h-41.504c-2.565 0-4.527-2.163-4.527-4.993S356.962 36 359.527 36h41.504c2.566 0 4.528 2.164 4.528 4.993s-1.962 4.993-4.528 4.993\"\/><path fill=\"#FF7D58\" d=\"M369.908 26.986h-57.501c-2.566 0-4.528-2.164-4.528-4.993S309.841 17 312.407 17h57.501c2.565 0 4.527 2.164 4.527 4.993s-2.113 4.993-4.527 4.993\"\/><path fill=\"#48C7BB\" d=\"M345.006 45.32h-78.781c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.781c1.811 0 3.471 1.997 3.471 4.66s-1.66 4.66-3.471 4.66\"\/><\/svg><\/div>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Regardless of intention, beneficiaries must carry these burdens. When applying for public benefits, this can look like laboring over a lengthy, redundant application, waiting on hold for hours to speak to a caseworker, or taking three buses to a required in-person interview. These burdens can leave beneficiaries and applicants feeling penalized for seeking help\u2014more like cogs in a bureaucratic system than real humans in need.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Organizations and internal government teams across the United States have conducted research with beneficiaries and frontline staff to better understand these difficulties. Some common pain points that have been documented elsewhere\u2014and which were echoed in our own findings\u2014include:<sup data-fn=\"ed51d9e3-b518-43a6-b090-7805edbf94d1\" class=\"fn\"><a id=\"ed51d9e3-b518-43a6-b090-7805edbf94d1-link\" href=\"#ed51d9e3-b518-43a6-b090-7805edbf94d1\">2<\/a><\/sup><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Applications and correspondence are confusing. <\/strong>Most benefits applications (and their related notices and letters) leave beneficiaries feeling stumped and overwhelmed. Filled with long blocks of text, unfamiliar words, vague instructions, and redundant questions, these materials are notoriously difficult to understand, let alone complete independently. Beneficiaries end up making errors, submitting incomplete forms, or missing deadlines and appointments. People with limited English proficiency (LEP) bear the brunt of this, with inconsistent translation and interpretation services offered across states and programs.<sup data-fn=\"cf4970ab-37ad-4d2d-8af9-70445ab6aee0\" class=\"fn\"><a id=\"cf4970ab-37ad-4d2d-8af9-70445ab6aee0-link\" href=\"#cf4970ab-37ad-4d2d-8af9-70445ab6aee0\">3<\/a><\/sup>&nbsp;&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Redundant prompts make beneficiaries feel that they are being tested. <\/strong>&nbsp;Having to answer the same questions or provide the same documentation over and over does more than just cost beneficiaries time\u2014it also makes them wonder if someone is trying to catch them in a lie. A beneficiary we spoke to in New York described this feeling:<\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote has-gbc-color-periwinkle-500 is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u201cIt was just like, \u2018Oh my god.\u2019 It almost felt like I was an imposter, because I had to prove so much that it was really me&#8230; It\u2019s like, \u2018Okay, I need money, and I have to go through those crazy [things].\u2019\u201d<\/p>\n<cite>&#8220;Xandra,&#8221; New York<\/cite><div class=\"quote-block alignfull wp-block-gbc-code-lines\">\n\t<svg class=\"gbc-animate-svg\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 560 83\"><path fill=\"#AEB1B2\" d=\"M203.658 78.325h-3.773v3.994h-2.263v-3.994H194v-2.33h3.773V72h2.263v3.995h3.773v2.33z\"\/><path fill=\"#FF7D58\" d=\"M416.403 81.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.471 1.997 3.471 4.66-.151 2.497-1.66 4.66-3.471 4.66\"\/><path fill=\"#6EADDC\" d=\"M182.465 81.32H85.12c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.812-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M322.682 81.32H215.226c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h107.456c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M528.571 81.32h-97.345c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.812 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M641.57 81.32h-97.345c-2.263 0-4.225-1.997-4.225-4.66 0-2.496 1.811-4.66 4.225-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#48C7BB\" d=\"M379.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M188.2 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66H188.2c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M202.225 63.32h105.341c2.415 0 4.226-1.997 4.226-4.66S309.83 54 307.566 54H202.225c-2.414 0-4.225 2.164-4.225 4.66 0 2.663 1.962 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M399.414 60.319h2.867v2.164h-3.018l-.453 3.994h-1.962l.453-3.994h-3.471l-.453 3.994h-1.962l.453-3.994H389v-2.164h3.019l.453-4.16h-2.868v-2.165h3.018l.453-3.994h2.113l-.453 3.994h3.472l.452-3.994h1.962l-.452 3.994h2.867v2.164h-3.018zm-1.962 0 .453-4.16h-3.471l-.453 4.16z\"\/><path fill=\"#FF7D58\" d=\"M477.122 63.32h-64.896c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h64.896c2.264 0 4.226 1.997 4.226 4.66-.151 2.663-1.962 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M549.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.811 4.66-4.226 4.66\"\/><path fill=\"#AEB1B2\" d=\"M380 17.997c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997m0 8.821c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997\"\/><path fill=\"#98D77F\" d=\"M477.289 27.32h-84.667c-1.962 0-3.622-1.997-3.622-4.66 0-2.496 1.66-4.66 3.622-4.66h84.667c1.962 0 3.622 1.997 3.622 4.66.151 2.663-1.509 4.66-3.622 4.66\"\/><path fill=\"#6EADDC\" d=\"M605.322 27.32H491.829c-2.716 0-4.829-1.997-4.829-4.66 0-2.496 2.113-4.66 4.829-4.66h113.493c2.717 0 4.83 1.997 4.83 4.66s-2.113 4.66-4.83 4.66M505.727 9.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.472 1.997 3.472 4.66-.151 2.497-1.661 4.66-3.472 4.66\"\/><path fill=\"#48C7BB\" d=\"M621.031 9.32h-97.344c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.344c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M439.225 45.32h128.134c2.414 0 4.225-1.997 4.225-4.66S569.773 36 567.359 36H439.225c-2.263 0-4.225 1.997-4.225 4.66s1.811 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M412 37.494c0-2.663 1.358-4.494 3.471-4.494s3.471 1.83 3.471 4.494-1.358 4.493-3.471 4.493c-1.962-.166-3.471-1.997-3.471-4.493m5.282 0c0-1.831-.603-2.83-1.811-2.83-1.056 0-1.811.999-1.811 2.83s.755 2.83 1.811 2.83c1.208-.167 1.811-1.166 1.811-2.83m7.094-4.328h2.113l-9.961 16.145h-2.113zm-2.717 11.817c0-2.663 1.358-4.493 3.471-4.493s3.471 1.83 3.471 4.493-1.358 4.494-3.471 4.494-3.471-1.83-3.471-4.494m5.282 0c0-1.83-.754-2.83-1.811-2.83s-1.811 1-1.811 2.83.755 2.83 1.811 2.83 1.811-.999 1.811-2.83\"\/><path fill=\"#6EADDC\" d=\"M401.031 45.986h-41.504c-2.565 0-4.527-2.163-4.527-4.993S356.962 36 359.527 36h41.504c2.566 0 4.528 2.164 4.528 4.993s-1.962 4.993-4.528 4.993\"\/><path fill=\"#FF7D58\" d=\"M369.908 26.986h-57.501c-2.566 0-4.528-2.164-4.528-4.993S309.841 17 312.407 17h57.501c2.565 0 4.527 2.164 4.527 4.993s-2.113 4.993-4.527 4.993\"\/><path fill=\"#48C7BB\" d=\"M345.006 45.32h-78.781c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.781c1.811 0 3.471 1.997 3.471 4.66s-1.66 4.66-3.471 4.66\"\/><\/svg><\/div>\n<\/blockquote>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Accessibility is often an afterthought. <\/strong>Research continues to show that people with disabilities are more likely than the general population to qualify for and participate in public benefits programs.<sup data-fn=\"ec339d3d-5970-453c-92cd-7380aed25335\" class=\"fn\"><a id=\"ec339d3d-5970-453c-92cd-7380aed25335-link\" href=\"#ec339d3d-5970-453c-92cd-7380aed25335\">4<\/a><\/sup> And yet, online applications are often difficult for people with cognitive disabilities to understand and incompatible with assistive technologies like screen readers, which are used by people who are blind or have low vision. Requirements for in-person appointments present additional challenges for people with physical disabilities or chronic illness.<sup data-fn=\"16871e08-b0bc-4b5b-9f2a-7aa586825c21\" class=\"fn\"><a id=\"16871e08-b0bc-4b5b-9f2a-7aa586825c21-link\" href=\"#16871e08-b0bc-4b5b-9f2a-7aa586825c21\">5<\/a><\/sup><\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Access depends on documentation. <\/strong>Beneficiaries must typically provide specific (and extensive) documentation to prove their identity and program eligibility. Those who have lost important documents or face structural barriers\u2014such as being unstably&nbsp;housed<sup data-fn=\"e2a86581-1df0-4edc-bbd0-051bdf279c8e\" class=\"fn\"><a id=\"e2a86581-1df0-4edc-bbd0-051bdf279c8e-link\" href=\"#e2a86581-1df0-4edc-bbd0-051bdf279c8e\">6<\/a><\/sup> or recently incarcerated\u2014may find it especially difficult to complete the process.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>In-person requirements can be expensive and time consuming. <\/strong>Having to travel to meet a caseworker in person is not just burdensome for people with disabilities. Particularly in rural communities lacking public transportation, a beneficiary might need to request time off work, access a car and a licensed driver, and possibly find child care in order to make an appointment at their closest field office\u2014which might be an hour away.&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Human support is hard to access. <\/strong>Complexity leads people to seek help from frontline staff, but continuing budget cuts have led to stressed and overburdened workers\u2014resulting in poor customer service and longer wait times. As a result, beneficiaries might turn to friends or family who are often ill-equipped to help\u2014and in some cases breach the beneficiary\u2019s trust once they have access to their accounts.&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Online applications are not always mobile-friendly.<\/strong> A third of Americans in low-income households are smartphone-dependent, meaning they access the internet only through their phone.<sup data-fn=\"0464ef56-9210-44f9-a8ef-910929723ac0\" class=\"fn\"><a id=\"0464ef56-9210-44f9-a8ef-910929723ac0-link\" href=\"#0464ef56-9210-44f9-a8ef-910929723ac0\">7<\/a><\/sup> But, until recently, most online applications were not compatible with mobile devices, presenting a burden for eligible applicants who lacked access to a computer. (The situation has seen improvements in recent years, with Code for America reporting in 2024 that 69% of online applications are now mobile-friendly, up from 43% in 2019.<sup data-fn=\"2a5b69fc-e209-43b8-8408-84edf6d663b0\" class=\"fn\"><a id=\"2a5b69fc-e209-43b8-8408-84edf6d663b0-link\" href=\"#2a5b69fc-e209-43b8-8408-84edf6d663b0\">8<\/a><\/sup>)&nbsp;<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">When engaging with digital identity processes, beneficiaries are navigating what is often perceived as a broken system\u2014and this strongly influences how they meet tasks like account creation and authentication, identity document upload, and knowledge-based verification (KBV) questions.<\/p>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"wp-block-paragraph\">The pain points above are not comprehensive. Ongoing research at the state-level continues to shed light on the varied challenges faced by beneficiaries across the country. Examples of these studies include:<\/p>\n\n\n\n<div style=\"\" class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-478b6e6b wp-block-group-is-layout-grid\">\n<article class=\"wp-block-post post-28636 resource type-resource status-publish has-post-thumbnail hentry benefits-journey-applying-enrolling benefits-program-snap-supplemental-nutrition-assistance-program benefits-program-medicaid-chip intended-audience-state-provincial-government-agency intended-audience-state-provincial-government-executive-branch intended-audience-state-provincial-government-legislative-branch intended-audience-non-profit location-michigan-mi organization-civilla produced-by-non-profit resource-format-case-study service-delivery-area-benefits topic-human-centered-design topic-service-design published-year-304 wp-block-tenup-post-picker\">\n\t\n\n<div class=\"wp-block-gbc-content-card wp-block-null\">\n\n\t\n<div class=\"content-card content-card--simple-small content-type--benefit-specific-content is-clickable-card\">\n\t\n\t\n\t\n\t\n\t\n\t\n\t\t\n\t\t<h3 class=\"content-card__title\">\n\t\t\t<a href=\"https:\/\/digitalgovernmenthub.org\/library\/michigan-online-enrollment-case-study\/\">Michigan Online Enrollment Case Study<\/a>\n\t\t<\/h3>\n\t\t\n\t\t\n\t\t\n\t\n\t\t\t<p class=\"content-card__excerpt\">This case study documents how Civilla partnered with the Michigan Department of Health and Human Services (MDHHS) to redesign and modernize online enrollment for the state\u2019s largest benefit programs.<\/p>\n\t\t\n\t\n\t\n\t\n\n<\/div>\n<\/div>\n\n<\/article>\n\n\n\n<article class=\"wp-block-post post-27350 resource type-resource status-publish has-post-thumbnail hentry authors-rachel-cahill authors-hope-lane benefits-journey-applying-enrolling benefits-journey-renewal-recertification benefits-program-medicaid-chip benefits-program-snap-supplemental-nutrition-assistance-program intended-audience-state-provincial-government-agency intended-audience-state-provincial-government-executive-branch intended-audience-state-provincial-government-legislative-branch location-ohio-oh organization-the-center-for-community-solutions organization-northern-ohioans-for-budget-legislation-equality organization-the-contact-center organization-ethiopian-tewahedo-social-services-etss produced-by-non-profit resource-format-report service-delivery-area-benefits topic-communications topic-plain-language topic-human-centered-design topic-user-experience-product-ux topic-service-design published-year-308 wp-block-tenup-post-picker\">\n\t\n\n<div class=\"wp-block-gbc-content-card wp-block-null\">\n\n\t\n<div class=\"content-card content-card--simple-small content-type--benefit-specific-content is-clickable-card\">\n\t\n\t\n\t\n\t\n\t\n\t\n\t\t\n\t\t<h3 class=\"content-card__title\">\n\t\t\t<a href=\"https:\/\/digitalgovernmenthub.org\/library\/prioritize-customer-needs-in-ohio-benefits-system\/\">Prioritize Customer Needs in Ohio Benefits System<\/a>\n\t\t<\/h3>\n\t\t\n\t\t\n\t\t\n\t\n\t\t\t<p class=\"content-card__excerpt\">This report presents findings and recommendations from a user experience study based on interviews with 156 participants enrolled in Medicaid and SNAP.<\/p>\n\t\t\n\t\n\t\n\t\n\n<\/div>\n<\/div>\n\n<\/article>\n\n\n\n<article class=\"wp-block-post post-21341 example type-example status-publish has-post-thumbnail hentry example-format-strategy-document intended-audience-state-provincial-government-agency intended-audience-state-provincial-government-executive-branch intended-audience-state-provincial-government-legislative-branch location-colorado-co organization-colorado-governors-office-of-information-technology-oit produced-by-state-provincial-government-agency topic-management topic-change-management published-year-306 wp-block-tenup-post-picker\">\n\t\n\n<div class=\"wp-block-gbc-content-card wp-block-null\">\n\n\t\n<div class=\"content-card content-card--simple-small content-type--general-content is-clickable-card\">\n\t\n\t\n\t\n\t\n\t\n\t\n\t\t\n\t\t<h3 class=\"content-card__title\">\n\t\t\t<a href=\"https:\/\/digitalgovernmenthub.org\/examples\/colorado-digital-government-strategic-plan\/\">Colorado Digital Government Strategic Plan<\/a>\n\t\t<\/h3>\n\t\t\n\t\t\n\t\t\n\t\n\t\t\t<p class=\"content-card__excerpt\">This strategic plan outlines Colorado&#8217;s vision to enhance digital government by improving broadband access, simplifying government services, and leveraging data to create a more accessible, efficient, and responsive government for all residents.<\/p>\n\t\t\n\t\n\t\n\t\n\n<\/div>\n<\/div>\n\n<\/article>\n<\/div>\n\n\n\n<div style=\"\" class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-b757edec wp-block-group-is-layout-grid\">\n<article class=\"wp-block-post post-1121 resource type-resource status-publish has-post-thumbnail hentry authors-michele-evermore benefits-journey-applying-enrolling benefits-journey-renewal-recertification benefits-program-ui-unemployment-insurance organization-heldrich-center-for-workforce-development organization-rutgers-university produced-by-academic resource-format-report service-delivery-area-benefits topic-diversity-equity-inclusion published-year-305 wp-block-tenup-post-picker\">\n\t\n\n<div class=\"wp-block-gbc-content-card wp-block-null\">\n\n\t\n<div class=\"content-card content-card--simple-small content-type--benefit-specific-content is-clickable-card\">\n\t\n\t\n\t\n\t\n\t\n\t\n\t\t\n\t\t<h3 class=\"content-card__title\">\n\t\t\t<a href=\"https:\/\/digitalgovernmenthub.org\/library\/new-jerseys-worker-centered-approach-to-improving-the-administration-of-unemployment-insurance\/\">New Jersey\u2019s Worker-centered Approach to Improving the Administration of Unemployment Insurance<\/a>\n\t\t<\/h3>\n\t\t\n\t\t\n\t\t\n\t\n\t\t\t<p class=\"content-card__excerpt\">This paper describes the policy choices, business practices, and technology innovations that the State of New Jersey is employing to ensure that the right people get benefits \u2014 accurately and on time.<\/p>\n\t\t\n\t\n\t\n\t\n\n<\/div>\n<\/div>\n\n<\/article>\n\n\n\n<article class=\"wp-block-post post-714 resource type-resource status-publish has-post-thumbnail hentry authors-anne-paxton authors-sayer-rippey authors-lavena-staten authors-laura-brady benefits-journey-applying-enrolling benefits-journey-renewal-recertification benefits-program-ui-unemployment-insurance organization-unemployment-law-project produced-by-non-profit resource-format-case-study resource-format-report service-delivery-area-benefits topic-diversity-equity-inclusion published-year-307 wp-block-tenup-post-picker\">\n\t\n\n<div class=\"wp-block-gbc-content-card wp-block-null\">\n\n\t\n<div class=\"content-card content-card--simple-small content-type--benefit-specific-content is-clickable-card\">\n\t\n\t\n\t\n\t\n\t\n\t\n\t\t\n\t\t<h3 class=\"content-card__title\">\n\t\t\t<a href=\"https:\/\/digitalgovernmenthub.org\/library\/voices-of-washingtons-unemployed-highlights-and-analysis-from-100-interviews-with-recent-unemployment-benefits-claimants-in-washington-state\/\">Voices of Washington\u2019s Unemployed: Highlights and Analysis From 100 Interviews with Recent Unemployment Benefits Claimants in Washington State<\/a>\n\t\t<\/h3>\n\t\t\n\t\t\n\t\t\n\t\n\t\t\t<p class=\"content-card__excerpt\">Through the interviews, ULP sought to capture details of claimant experience, see how and why system failures occurred, and make recommendations for reform now\u2014before another financial or public health crisis suddenly causes state unemployment rates to spike.<\/p>\n\t\t\n\t\n\t\n\t\n\n<\/div>\n<\/div>\n\n<\/article>\n<\/div>\n<\/div>\n\n\n\n<h4 class=\"wp-block-heading\">Disparities in Tech Access and Digital Literacy<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">As technology and internet access have become more accessible, online options for applying for and managing benefits online have grown in popularity.<sup data-fn=\"021851c7-b4b1-48e9-b29e-50be59ff6046\" class=\"fn\"><a id=\"021851c7-b4b1-48e9-b29e-50be59ff6046-link\" href=\"#021851c7-b4b1-48e9-b29e-50be59ff6046\">9<\/a><\/sup> While these options are appreciated by many for their efficiency and convenience, accessing and using technology remains a significant challenge for millions of people in the U.S.<sup data-fn=\"57e39fe6-032e-47b0-a2e5-11bac86e0b7e\" class=\"fn\"><a id=\"57e39fe6-032e-47b0-a2e5-11bac86e0b7e-link\" href=\"#57e39fe6-032e-47b0-a2e5-11bac86e0b7e\">10<\/a><\/sup><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This challenge is not equally distributed\u2014rates of digital literacy and reliable access to computers, smartphones, and high-speed internet are lower among individuals who are lower-income, rural, or members of marginalized ethnic groups, as well as those with lower education levels<sup data-fn=\"eea089df-6298-4ed7-b58b-d8bf79f78972\" class=\"fn\"><a id=\"eea089df-6298-4ed7-b58b-d8bf79f78972-link\" href=\"#eea089df-6298-4ed7-b58b-d8bf79f78972\">11<\/a><\/sup> \u2014 all populations that consistently demonstrate a greater need for public benefits. As benefits access moves increasingly online, it\u2019s these populations that are at greatest risk for losing access to critical support.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Plainly, this means that people participating in public benefits programs are more likely to struggle with <em>basic<\/em> technology, to say nothing of complex digital identity processes. This is vital context for understanding why certain processes, like multi-factor authentication and uploading documents\u2014processes that might feel commonplace to a tech-savvy individual with broadband and an up-to-date smartphone\u2014can become barriers for many eligible individuals.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"has-body-md-font-size wp-block-paragraph\">For additional sources, see <a href=\"https:\/\/digitalgovernmenthub.org\/publications\/reference-base-access-privacy-and-security-resources-for-identity-management\/#technology-and-internet-access\">Technology and Internet Access<\/a> and <a href=\"https:\/\/digitalgovernmenthub.org\/publications\/reference-base-access-privacy-and-security-resources-for-identity-management\/#usability-and-digital-literacy\">Usability and Digital Literacy<\/a> in the Digital Benefits Network\u2019s <a href=\"https:\/\/digitalgovernmenthub.org\/publications\/reference-base-access-privacy-and-security-resources-for-identity-management\/.\">Reference Base: Access, Privacy, and Security Resources for Identity Management<\/a>.<\/p>\n<\/div>\n\n\n\n<h4 class=\"wp-block-heading\">Perceptions of Government, Technology, and Data Privacy<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Consider a 72-year-old beneficiary who has interacted with government systems for decades, often with frustration or mistrust. She\u2019s long avoided technology, preferring to handle sensitive matters in person or by speaking directly with a human. When asked to create an account, use multi-factor authentication, or prove her identity online, she brings a set of concerns, doubts, and hesitations shaped by this history. Contrast this with a 32-year-old applying for benefits for the first time, using the same smartphone he relies on for nearly every aspect of daily life. These two beneficiaries\u2019 expectations, comfort levels, and sources of friction will be profoundly different.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Again, pre-existing perceptions of government, technology, and data privacy vary across demographics. For example, Americans over 65 are less likely to feel they benefit from government data collection than their younger counterparts,<sup data-fn=\"c1456cc2-9a43-4d2c-b230-fae64b9b8897\" class=\"fn\"><a id=\"c1456cc2-9a43-4d2c-b230-fae64b9b8897-link\" href=\"#c1456cc2-9a43-4d2c-b230-fae64b9b8897\">12<\/a><\/sup> and Hispanic, Black, Asian Americans are more concerned about government tracking and identity theft than white Americans.<sup data-fn=\"c7f16fa2-4398-4d5a-ad18-41a7a64c66fc\" class=\"fn\"><a id=\"c7f16fa2-4398-4d5a-ad18-41a7a64c66fc-link\" href=\"#c7f16fa2-4398-4d5a-ad18-41a7a64c66fc\">13<\/a><\/sup> The same trend can be seen between lower-income and higher-income adults.<sup data-fn=\"3d0d739b-5f0a-4fe4-84ee-6f398395df54\" class=\"fn\"><a id=\"3d0d739b-5f0a-4fe4-84ee-6f398395df54-link\" href=\"#3d0d739b-5f0a-4fe4-84ee-6f398395df54\">14<\/a><\/sup><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">One thing Americans do seem to share is the sense that they have little control over whether the government uses their data, and little insight into <em>how<\/em> it\u2019s being used.<sup data-fn=\"c036e112-e0a7-4683-a910-e41dfadd41f1\" class=\"fn\"><a id=\"c036e112-e0a7-4683-a910-e41dfadd41f1-link\" href=\"#c036e112-e0a7-4683-a910-e41dfadd41f1\">15<\/a><\/sup> And concern is growing\u2014an increasing percentage of Americans worry about how the government uses the data it collects about them, rising from 64% in 2019 to 71% in 2023. Clearly, most adults interacting with digital identity processes in the U.S. are doing so with an undercurrent of skepticism and concern.<\/p>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"wp-block-paragraph\">For additional sources, see&nbsp; <a href=\"https:\/\/digitalgovernmenthub.org\/publications\/reference-base-access-privacy-and-security-resources-for-identity-management\/#public-perceptions-and-practices\">Public Perceptions and Practices<\/a> in the Digital Benefits Network\u2019s <a href=\"https:\/\/digitalgovernmenthub.org\/publications\/reference-base-access-privacy-and-security-resources-for-identity-management\/.\">Reference Base: Access, Privacy, and Security Resources for Identity Management<\/a>.<\/p>\n<\/div>\n\n\n<div class=\"separator alignfull wp-block-gbc-code-lines\">\n\t<svg class=\"gbc-animate-svg\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 550 23\"><path fill=\"#BBBCBC\" d=\"M3.282 13.933v-5.83h1.386v5.83zM.99 11.666v-1.295h5.972v1.295z\"\/><rect width=\"50\" height=\"3\" x=\"14.961\" y=\"9.518\" fill=\"#6EADDC\" rx=\"1.5\"\/><rect width=\"250\" height=\"3\" x=\"72.961\" y=\"9.518\" fill=\"#00B5E2\" rx=\"1.5\"\/><path fill=\"#BBBCBC\" d=\"M333.254 13.933v-5.83h1.387v5.83zm-2.293-2.267v-1.295h5.973v1.295z\"\/><circle cx=\"347.289\" cy=\"11.018\" r=\"2.355\" fill=\"#00B5E2\"\/><circle cx=\"360\" cy=\"11.018\" r=\"2.355\" fill=\"#ED5124\"\/><rect width=\"100\" height=\"3\" x=\"370.355\" y=\"9.518\" fill=\"#5FA343\" rx=\"1.5\"\/><circle cx=\"480.71\" cy=\"11.018\" r=\"2.355\" fill=\"#00B5E2\"\/><path fill=\"#BBBCBC\" d=\"m497.038 14.037-5.972-2.319v-1.4L497.038 8v1.347l-5.467 2.047v-.751l5.467 2.047z\"\/><rect width=\"30\" height=\"3\" x=\"505.038\" y=\"9.518\" fill=\"#ED5124\" rx=\"1.5\"\/><path fill=\"#BBBCBC\" d=\"M543.038 14.037V12.69l5.467-2.047v.751l-5.467-2.047V8l5.972 2.319v1.399z\"\/><\/svg><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">The Research Process<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">To focus our Digital Doorways research, the Digital Benefits Network and Public Policy Lab designed a plan to engage both beneficiaries and SMEs who support beneficiaries in accessing benefits. Our research emphasized three programs\u2014Medicaid, SNAP, and Unemployment Insurance (UI)\u2014in three states (Arizona, Massachusetts, and New York), through four areas of inquiry (access, trust, consent, and support).<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Programs<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">We chose to focus on Medicaid, SNAP, and UI for several reasons:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li class=\"has-body-md-font-size wp-block-list-item\"><strong>SNAP and Medicaid have very large enrollments nationally<\/strong>\u2014their digital identity processes impact many lives daily. In 2023, approximately 42.1 million people received SNAP benefits per month, representing 12.6% of the U.S. population.<sup data-fn=\"024d7289-ac5d-4e01-bf81-dbc372f9f4fd\" class=\"fn\"><a id=\"024d7289-ac5d-4e01-bf81-dbc372f9f4fd-link\" href=\"#024d7289-ac5d-4e01-bf81-dbc372f9f4fd\">16<\/a><\/sup> As of January 2025, there were 71 million people enrolled in Medicaid nationally, which is about one in five Americans.<sup data-fn=\"2b4d7ff6-a258-491d-8887-b4738521b6a4\" class=\"fn\"><a id=\"2b4d7ff6-a258-491d-8887-b4738521b6a4-link\" href=\"#2b4d7ff6-a258-491d-8887-b4738521b6a4\">17<\/a><\/sup>&nbsp;<\/li>\n\n\n\n<li class=\"has-body-md-font-size wp-block-list-item\"><strong>SNAP and Medicaid are program focus areas for the <\/strong><a href=\"https:\/\/digitalgovernmenthub.org\/get-involved\/collaborative-research-on-digital-identity-in-public-benefits-delivery\/\"><strong>BalanceID project<\/strong><\/a>, based on input offered by stakeholders inside and outside government during a public engagement process held in 2024. One reason behind this choice: SNAP and Medicaid have different requirements and recommendations regarding account creation and identity proofing. This can present challenges when incorporating them into integrated applications. Currently, 31 states and the District of Columbia have integrated online applications that include SNAP and modified adjusted gross income (MAGI) Medicaid.<\/li>\n\n\n\n<li class=\"has-body-md-font-size wp-block-list-item\"><strong>Identity proofing in UI became a critical issue during the COVID-19pandemic.<\/strong> Both beneficiaries and state agencies have faced challenges related to systematic fraud by organized groups against pandemic unemployment programs\u2014and the resulting efforts to defend against it.<\/li>\n<\/ol>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"wp-block-paragraph\"><strong>Further reading: <\/strong>Michele Estrin Gilman\u2019s 2022 article in <em>Minnesota Law Review<\/em>, <a href=\"https:\/\/minnesotalawreview.org\/wp-content\/uploads\/2022\/03\/Gilman_Finalfmt.pdf\">Me, Myself, and My Digital Double: Extending Sara Greene\u2019s <em>Stealing (Identity) from the Poor<\/em> to the Challenges of Identity Verification<\/a><em> <\/em>uses the case study of unemployment insurance in the wake of COVID-19\u2014namely, institutions\u2019 hasty imposition of tighter verification requirements in response to sophisticated fraud at scale, which ultimately led eligible workers to be denied benefits\u2014to assess the consequences of designing government systems around bias.<\/p>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Research Locations<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">We chose the locations of Phoenix and Tucson, Arizona; Boston, Massachusetts; and Yonkers, New York to engage with beneficiaries and SMEs across diverse regional contexts\u2014including states with varying configurations of online Medicaid, SNAP, and UI applications, and different digital identity processes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>For information on trends in program configuration, applications, and digital identity processes, as well as differences across states, see Section 1 of the <a href=\"#appendices\">Appendix<\/a>.<\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Recruitment<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">We followed a thorough review and approval process involving both the North Star Review Board (an external Institutional Review Board, or IRB) and Georgetown University\u2019s IRB. The study was approved through an expedited review process using a reliance agreement between the two institutions. To recruit participants in three states, we prioritized outreach to beneficiaries and SMEs who regularly engaged with this population, including legal aid staff and public librarians.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For beneficiary outreach, we partnered with local community-based organizations (CBOs), which helped distribute flyers and identify potential participants. These included <a href=\"https:\/\/justastart.org\/\">Just A Start<\/a> in Boston, and <a href=\"https:\/\/wildfireaz.org\/\">Wildfire AZ<\/a> in Phoenix. Additional outreach methods included Facebook ads, Craigslist postings, and in-person recruitment at libraries, where some participants were invited to join on the spot. Participants were compensated for their time: $50 for one-hour interviews and $25 for 30-minute interviews, paid upfront.&nbsp;<\/p>\n\n\n\n<figure style=\"\" class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"640\" height=\"848\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-1.png\" alt=\"\" class=\"wp-image-28117\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-1.png 640w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-1-226x300.png 226w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/><figcaption class=\"wp-element-caption\">A Facebook ad used to recruit participants.<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">To better understand their background and experiences, we screened beneficiaries using a short set of questions. These included:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">What benefits have you applied for?\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">When did you apply for that benefit?<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Is this the first time you have applied for this benefit?\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">When did you apply for this benefit for the first time?<\/li>\n\n\n\n<li class=\"wp-block-list-item\">How did you apply?&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\">When did you apply?&nbsp;<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li class=\"wp-block-list-item\">How tech-savvy would you say you are?&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Which public benefits do you intend on applying for in the near future?&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\">How comfortable do you feel sharing your personal information to access public benefits?&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Do you have a personal phone, computer, or tablet with a camera?&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Do you have stable internet?&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Do you have a disability, impairment, or another barrier that affects how you use technology?&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Are you an enrolled member of a federally-recognized Tribal Nation or a descendant of a member?&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\">What is your age?&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Which state are you accessing benefits from?<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">These questions were refined continuously throughout the project, with some added based on experiences in the first two states (Arizona and Massachusetts).<\/p>\n\n\n\n<figure style=\"\" class=\"wp-block-image aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"513\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-2-1024x513.png\" alt=\"\" class=\"wp-image-28118\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-2-1024x513.png 1024w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-2-300x150.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-2-768x384.png 768w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-2-1536x769.png 1536w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-2.png 1600w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">Distribution of participants\u2019 program enrollment.<br><\/figcaption><\/figure>\n\n\n\n<figure style=\"\" class=\"wp-block-image aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"552\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-3-1024x552.png\" alt=\"\" class=\"wp-image-28119\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-3-1024x552.png 1024w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-3-300x162.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-3-768x414.png 768w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-3-1536x828.png 1536w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-3.png 1600w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">Answers to screening questions about application methods.<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Participants were also invited to complete an optional demographic survey after their interview. Results are displayed below.<\/p>\n\n\n\n<figure style=\"\" class=\"wp-block-image aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"280\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-4-1024x280.png\" alt=\"\" class=\"wp-image-28120\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-4-1024x280.png 1024w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-4-300x82.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-4-768x210.png 768w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-4-1536x420.png 1536w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-4.png 1600w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">Summary of responses to demographic survey<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">To recruit SMEs, we contacted a legal aid firm in Boston and engaged with librarians at a public library in Tucson, Arizona.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In total, we conducted 29 interviews with beneficiaries, and four interviews with SMEs in accessible, community-centered spaces, including libraries, nonprofits, and CBO offices.<\/p>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"wp-block-paragraph\"><strong><strong>Research Methods Note: Recruitment&nbsp;<\/strong><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In some cases, recruiting participants primarily through CBOs proved challenging due to timeline constraints and the CBO staff\u2019s limited ongoing access to or contact with clients. In light of this, we supplemented outreach with online methods, which introduced its own limitations\u2014specifically, an overrepresentation of beneficiaries who are more comfortable using technology, and an underrepresentation of those with limited or no access to the internet or devices. It is these individuals who often experience the most severe challenges.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When possible, we recruited on location in libraries by sharing flyers and asking librarians to announce the opportunity at community events. This allowed us to reach individuals who do not regularly go online.<\/p>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Participant Profiles<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Below is a small sample of the people we met during our research.&nbsp;<\/p>\n\n\n\n<div style=\"\" class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-b757edec wp-block-group-is-layout-grid\">\n<div style=\"\" class=\"wp-block-group is-vertical is-content-justification-center is-layout-flex wp-container-core-group-is-layout-ce155fab wp-block-group-is-layout-flex\">\n<h4 class=\"wp-block-heading has-text-align-center\">&#8220;<strong>Robert,&#8221; Massachusetts<\/strong><\/h4>\n\n\n\n<figure style=\"\" class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"701\" height=\"701\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-5.png\" alt=\"\" class=\"wp-image-28121\" style=\"object-fit:cover;width:232px;height:auto\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-5.png 701w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-5-300x300.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-5-150x150.png 150w\" sizes=\"auto, (max-width: 701px) 100vw, 701px\" \/><\/figure>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\">Age: 60-69<br>Current Benefits: SNAP<\/p>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\">Robert considers himself relatively tech-savvy but is often frustrated with technology and online services. He had health issues and was unemployed for the last year\u2014but he is better now and has a new job.<\/p>\n<\/div>\n\n\n\n<div style=\"\" class=\"wp-block-group is-vertical is-content-justification-center is-layout-flex wp-container-core-group-is-layout-ce155fab wp-block-group-is-layout-flex\">\n<h4 class=\"wp-block-heading has-text-align-center\">&#8220;<strong>Lauren,&#8221; New York<\/strong><\/h4>\n\n\n\n<figure style=\"\" class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"867\" height=\"867\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-6.png\" alt=\"\" class=\"wp-image-28122\" style=\"object-fit:cover;width:232px;height:auto\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-6.png 867w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-6-300x300.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-6-150x150.png 150w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-6-768x768.png 768w\" sizes=\"auto, (max-width: 867px) 100vw, 867px\" \/><\/figure>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\">Age: 21-29<br>Current Benefits: SNAP, WIC&nbsp;<\/p>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\">Lauren considers herself tech-savvy and comfortable navigating technology. She knows how to do a lot of stuff, but there are also things she needs help with. She is a new mother and learned about WIC from her OBGYN.&nbsp;<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"\" class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-b757edec wp-block-group-is-layout-grid\">\n<div style=\"\" class=\"wp-block-group is-vertical is-content-justification-center is-layout-flex wp-container-core-group-is-layout-ce155fab wp-block-group-is-layout-flex\">\n<h4 class=\"wp-block-heading has-text-align-center\">&#8220;<strong>Belle,&#8221; Arizona<\/strong><\/h4>\n\n\n\n<figure style=\"\" class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"639\" height=\"638\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-7.png\" alt=\"\" class=\"wp-image-28123\" style=\"object-fit:cover;width:232px;height:auto\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-7.png 639w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-7-300x300.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-7-150x150.png 150w\" sizes=\"auto, (max-width: 639px) 100vw, 639px\" \/><\/figure>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\">Age: 40-49<br>Current Benefits: Medicaid, SNAP, UI<\/p>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\">Belle considers herself tech-savvy and doesn\u2019t find it challenging to log into accounts. She receives free phone service and has a phone without a working camera.<\/p>\n<\/div>\n\n\n\n<div style=\"\" class=\"wp-block-group is-vertical is-content-justification-center is-layout-flex wp-container-core-group-is-layout-ce155fab wp-block-group-is-layout-flex\">\n<h4 class=\"wp-block-heading has-text-align-center\"><strong>&#8220;Laura,&#8221; New York<\/strong><\/h4>\n\n\n\n<figure style=\"--border-radius-top-left: 9999px;--border-radius-top-right: 9999px;--border-radius-bottom-right: 9999px;--border-radius-bottom-left: 9999px;\" class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1116\" height=\"1112\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Beeck_MOP_003_Laura-tempfix.png\" alt=\"\" class=\"wp-image-29769\" style=\"object-fit:cover;width:232px;height:auto\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Beeck_MOP_003_Laura-tempfix.png 1116w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Beeck_MOP_003_Laura-tempfix-300x300.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Beeck_MOP_003_Laura-tempfix-1024x1020.png 1024w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Beeck_MOP_003_Laura-tempfix-150x150.png 150w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Beeck_MOP_003_Laura-tempfix-768x765.png 768w\" sizes=\"auto, (max-width: 1116px) 100vw, 1116px\" \/><\/figure>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\">Age: 40-49<br>Current Benefits: Medicaid, SNAP, UI&nbsp;<\/p>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\">Laura considers herself relatively tech-savvy, but not a technology expert. She has been with the same company for a few years, but as a seasonal worker, she is let go every summer from April to August.<\/p>\n<\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Methods<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">We conducted in-person,<strong> <\/strong>semi-structured interviews lasting between 30 and 60 minutes.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Semi-structured interviews are guided conversations designed to elicit personal stories, reflections, and insights about lived experiences, while allowing for flexibility based on participants&#8217; responses. We designed interview guides around four areas of inquiry:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Access:<\/strong> What accessibility challenges do beneficiaries face when navigating digital identity processes across different contexts, devices, and personal circumstances?<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Consent: <\/strong>How do beneficiaries experience choice, control, and transparency in digital identity processes?<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Support: <\/strong>What support systems are available to applicants, and how do they interact with them?<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Trust:<\/strong> How do digital identity processes and\/or external forces affect beneficiaries&#8217; trust, agency, and experiences accessing public benefits?<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\"><em>See Section 2 in the <a href=\"#appendices\">Appendix<\/a> for more detailed questions for each area.<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">All interviews were conducted in English, but future research on this topic could expand insights by conducting interviews in additional languages.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">During these sessions, researchers used <strong>design stimuli<\/strong>\u2014visual prompts including process flows and interface mockups\u2014to support the conversation. Stimuli were used both to ground abstract questions in specific, tangible examples and to remind participants of scenarios they might have previously encountered when applying for public benefits. This approach helped elicit detailed feedback and observations that might not surface via interview questions alone.<\/p>\n\n\n\n<figure style=\"\" class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"1200\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-9.png\" alt=\"\" class=\"wp-image-28125\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-9.png 1600w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-9-300x225.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-9-1024x768.png 1024w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-9-768x576.png 768w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-9-1536x1152.png 1536w\" sizes=\"auto, (max-width: 1600px) 100vw, 1600px\" \/><figcaption class=\"wp-element-caption\">A participant gestures to design stimuli during an interview.&nbsp;<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Interviews were recorded using lightweight video and audio equipment, including smartphones, tripods, and portable audio recorders. This documentation recorded&nbsp; participant responses for two purposes: (1) later analysis by our research team, and (2) future storytelling efforts, such as this report\u2014allowing beneficiaries to speak directly to the audience of this research.<\/p>\n\n\n\n<figure style=\"\" class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"1200\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-10.png\" alt=\"\" class=\"wp-image-28126\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-10.png 1600w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-10-300x225.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-10-1024x768.png 1024w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-10-768x576.png 768w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/unnamed-10-1536x1152.png 1536w\" sizes=\"auto, (max-width: 1600px) 100vw, 1600px\" \/><figcaption class=\"wp-element-caption\">A researcher interviews a participant on camera.&nbsp;<br><\/figcaption><\/figure>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"wp-block-paragraph\"><strong>Research Methods Note: Interview Approach&nbsp;<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Our interviews asked participants to reflect on prior encounters with digital identity processes. Since participants had not recorded their reactions during those initial encounters, responses focused more on overall perceptions and accumulated experiences.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Interviews can offer deep insight into the emotional resonance of an experience\u2014something that real-time methods cannot capture. Learning how a participant remembers an experience can often reveal more about its impact than observing the interaction itself, though we lose some granularity about what specifically works or does not work.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The design stimuli allowed us to compensate for this by jogging participants\u2019 memories, eliciting more detailed memories related to specific moments and interactions.<\/p>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Find design stimuli used in each state in Section 3 of the <a href=\"#appendices\">Appendix<\/a>.&nbsp;<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">After completing the last interview, the DBN and PPL teams gathered to make meaning from the raw data, which included over 700 relevant qualitative data points. This synthesis resulted in nine insights, each shedding light on a key beneficiary pain point related to digital identity.<\/p>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"wp-block-paragraph\"><strong>Research Methods Note: Materials<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For more information on our research materials, including consent forms, please email <a href=\"mailto:info@publicpolicylab.org\">info@publicpolicylab.org<\/a>.<\/p>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"insights\">Insights<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The insights below reflect sentiments around digital identity that emerged repeatedly across interviews. (Unsurprisingly, interviewees also spoke at length about the benefits service delivery more broadly, referencing many of the challenges that appear in the Context and Existing Research section above.)&nbsp;&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For each insight, we highlight specific quotes and reflections from beneficiaries and SMEs, demonstrating the evidence that informed our synthesis, as well as how insights manifest in people\u2019s real lives. Insights are tagged with one of several broader themes:&nbsp; <strong>privacy<\/strong>, <strong>trust<\/strong>, <strong>security<\/strong>, <strong>device access<\/strong>, <strong>account access<\/strong>, <strong>human support<\/strong>, and <strong>life changes<\/strong>.<em>&nbsp;&nbsp;<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We conducted these interviews between March 10 and April 3, 2025, prior to new actions by federal agencies accessing and sharing beneficiary data, including the United States Department of Agriculture\u2019s <a href=\"https:\/\/www.fns.usda.gov\/snap\/data-sharing-guidance\">request for SNAP beneficiary data<\/a> in May 2025, and the Center for Medicare and Medicaid Services\u2019 sharing of <a href=\"https:\/\/apnews.com\/article\/immigration-medicaid-trump-ice-ab9c2267ce596089410387bfcb40eeb7\">Medicaid beneficiary data<\/a> with Immigration and Customs Enforcement (ICE). We encourage additional participatory research to understand evolving beneficiary priorities and concerns regarding government data collection and use.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>For each insight, use the drop down to see detailed findings and hear directly from beneficiaries<\/em><\/p>\n\n\n<div class=\"separator alignfull wp-block-gbc-code-lines\">\n\t<svg class=\"gbc-animate-svg\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 550 23\"><path fill=\"#BBBCBC\" d=\"M3.282 13.933v-5.83h1.386v5.83zM.99 11.666v-1.295h5.972v1.295z\"\/><rect width=\"50\" height=\"3\" x=\"14.961\" y=\"9.518\" fill=\"#6EADDC\" rx=\"1.5\"\/><rect width=\"250\" height=\"3\" x=\"72.961\" y=\"9.518\" fill=\"#00B5E2\" rx=\"1.5\"\/><path fill=\"#BBBCBC\" d=\"M333.254 13.933v-5.83h1.387v5.83zm-2.293-2.267v-1.295h5.973v1.295z\"\/><circle cx=\"347.289\" cy=\"11.018\" r=\"2.355\" fill=\"#00B5E2\"\/><circle cx=\"360\" cy=\"11.018\" r=\"2.355\" fill=\"#ED5124\"\/><rect width=\"100\" height=\"3\" x=\"370.355\" y=\"9.518\" fill=\"#5FA343\" rx=\"1.5\"\/><circle cx=\"480.71\" cy=\"11.018\" r=\"2.355\" fill=\"#00B5E2\"\/><path fill=\"#BBBCBC\" d=\"m497.038 14.037-5.972-2.319v-1.4L497.038 8v1.347l-5.467 2.047v-.751l5.467 2.047z\"\/><rect width=\"30\" height=\"3\" x=\"505.038\" y=\"9.518\" fill=\"#ED5124\" rx=\"1.5\"\/><path fill=\"#BBBCBC\" d=\"M543.038 14.037V12.69l5.467-2.047v.751l-5.467-2.047V8l5.972 2.319v1.399z\"\/><\/svg><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Insight 1: Beneficiaries regularly put aside privacy concerns in order to access benefits.&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><code>Themes: Privacy , trust<\/code><\/p>\n\n\n\n<p class=\"has-body-lg-font-size wp-block-paragraph\">People are often resigned to sharing personal data to access essential benefits, despite harboring deep concerns about which entities\u2014government and private\u2014will access their information.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote has-gbc-color-periwinkle-500 is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u201cSometimes you have to put in your information, even if you\u2019re not comfortable, to get the services you need. It\u2019s part of the process. We just do it.\u201d&nbsp;<\/p>\n<cite>&#8220;Renee,&#8221; Arizona<\/cite><div class=\"quote-block alignfull wp-block-gbc-code-lines\">\n\t<svg class=\"gbc-animate-svg\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 560 83\"><path fill=\"#AEB1B2\" d=\"M203.658 78.325h-3.773v3.994h-2.263v-3.994H194v-2.33h3.773V72h2.263v3.995h3.773v2.33z\"\/><path fill=\"#FF7D58\" d=\"M416.403 81.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.471 1.997 3.471 4.66-.151 2.497-1.66 4.66-3.471 4.66\"\/><path fill=\"#6EADDC\" d=\"M182.465 81.32H85.12c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.812-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M322.682 81.32H215.226c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h107.456c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M528.571 81.32h-97.345c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.812 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M641.57 81.32h-97.345c-2.263 0-4.225-1.997-4.225-4.66 0-2.496 1.811-4.66 4.225-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#48C7BB\" d=\"M379.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M188.2 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66H188.2c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M202.225 63.32h105.341c2.415 0 4.226-1.997 4.226-4.66S309.83 54 307.566 54H202.225c-2.414 0-4.225 2.164-4.225 4.66 0 2.663 1.962 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M399.414 60.319h2.867v2.164h-3.018l-.453 3.994h-1.962l.453-3.994h-3.471l-.453 3.994h-1.962l.453-3.994H389v-2.164h3.019l.453-4.16h-2.868v-2.165h3.018l.453-3.994h2.113l-.453 3.994h3.472l.452-3.994h1.962l-.452 3.994h2.867v2.164h-3.018zm-1.962 0 .453-4.16h-3.471l-.453 4.16z\"\/><path fill=\"#FF7D58\" d=\"M477.122 63.32h-64.896c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h64.896c2.264 0 4.226 1.997 4.226 4.66-.151 2.663-1.962 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M549.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.811 4.66-4.226 4.66\"\/><path fill=\"#AEB1B2\" d=\"M380 17.997c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997m0 8.821c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997\"\/><path fill=\"#98D77F\" d=\"M477.289 27.32h-84.667c-1.962 0-3.622-1.997-3.622-4.66 0-2.496 1.66-4.66 3.622-4.66h84.667c1.962 0 3.622 1.997 3.622 4.66.151 2.663-1.509 4.66-3.622 4.66\"\/><path fill=\"#6EADDC\" d=\"M605.322 27.32H491.829c-2.716 0-4.829-1.997-4.829-4.66 0-2.496 2.113-4.66 4.829-4.66h113.493c2.717 0 4.83 1.997 4.83 4.66s-2.113 4.66-4.83 4.66M505.727 9.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.472 1.997 3.472 4.66-.151 2.497-1.661 4.66-3.472 4.66\"\/><path fill=\"#48C7BB\" d=\"M621.031 9.32h-97.344c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.344c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M439.225 45.32h128.134c2.414 0 4.225-1.997 4.225-4.66S569.773 36 567.359 36H439.225c-2.263 0-4.225 1.997-4.225 4.66s1.811 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M412 37.494c0-2.663 1.358-4.494 3.471-4.494s3.471 1.83 3.471 4.494-1.358 4.493-3.471 4.493c-1.962-.166-3.471-1.997-3.471-4.493m5.282 0c0-1.831-.603-2.83-1.811-2.83-1.056 0-1.811.999-1.811 2.83s.755 2.83 1.811 2.83c1.208-.167 1.811-1.166 1.811-2.83m7.094-4.328h2.113l-9.961 16.145h-2.113zm-2.717 11.817c0-2.663 1.358-4.493 3.471-4.493s3.471 1.83 3.471 4.493-1.358 4.494-3.471 4.494-3.471-1.83-3.471-4.494m5.282 0c0-1.83-.754-2.83-1.811-2.83s-1.811 1-1.811 2.83.755 2.83 1.811 2.83 1.811-.999 1.811-2.83\"\/><path fill=\"#6EADDC\" d=\"M401.031 45.986h-41.504c-2.565 0-4.527-2.163-4.527-4.993S356.962 36 359.527 36h41.504c2.566 0 4.528 2.164 4.528 4.993s-1.962 4.993-4.528 4.993\"\/><path fill=\"#FF7D58\" d=\"M369.908 26.986h-57.501c-2.566 0-4.528-2.164-4.528-4.993S309.841 17 312.407 17h57.501c2.565 0 4.527 2.164 4.527 4.993s-2.113 4.993-4.527 4.993\"\/><path fill=\"#48C7BB\" d=\"M345.006 45.32h-78.781c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.781c1.811 0 3.471 1.997 3.471 4.66s-1.66 4.66-3.471 4.66\"\/><\/svg><\/div>\n<\/blockquote>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><em>Expand for full insights<\/em><\/summary>\n<p class=\"wp-block-paragraph\">For beneficiaries, little in the digital identity process inspires trust. As they type in their Social Security numbers and upload scans of their driver\u2019s licenses, they are all too aware of the growing frequency of data breaches, identity theft, and online scams. Dense explanatory notes and terms of service shed little light on how their sensitive information is being used, let alone protected.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The growing role of third-party verification companies raises even more questions. A participant from New York offered the following: \u201cI would need to understand why [third-party involvement is] necessary. So, what are you going to do with that data? Is it for research purposes, or is it mandatory? But why would a third party need it? What\u2019s the benefit to them, or to the government giving it to them?\u201d&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">While trust in government is not high, beneficiaries do seem to trust private companies even less\u2014perceiving them as unlikely to be working in the public interest.&nbsp;<br><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The lack of transparency around data collection not only increases beneficiaries\u2019 anxiety, it can also put them at greater risk\u2014both for providing information in an unsafe way, or for misunderstanding what\u2019s required to keep their benefits.<\/p>\n\n\n\n<figure style=\"\" class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Digital Doorways: \u201cRenee\u201d Discussing Information Sharing\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/-sPFfkacbK8?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<div style=\"\" class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-2994b392 wp-block-group-is-layout-grid\">\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em>\u201cI don\u2019t think there\u2019s complete transparency and openness about what the information is being used for, because the companies that have those terms of service or terms of agreement, they\u2019re well aware that the majority of people aren\u2019t going to sit there and read all 137 pages of what their information is being used for.\u201d<\/em><\/p>\n\n\n\n<p class=\"has-subhead-sm-font-size wp-block-paragraph\"><strong>&#8211;<strong>&#8220;Chris,&#8221; Arizona<\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em>\u201cI would be more comfortable with [my private information] being handled by the government. The government\u2019s interest in that information will be to provide a public service, not to use that data to serve<\/em> <em>more pertinent ads, as an example.\u201d<\/em><\/p>\n\n\n\n<p class=\"has-subhead-sm-font-size wp-block-paragraph\">&#8211;<strong style=\"font-weight: bold;\">\u201cCharles,\u201d Arizona<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em>\u201cThere\u2019s a lot in [disclosures] that doesn\u2019t need to be in there. If it could be distilled down, then I think they should understand what\u2019s happening with their information. Part of that chunk of text is also telling people what their reporting responsibilities are. And it\u2019s a huge problem because people don\u2019t understand it.\u201d<\/em><\/p>\n\n\n\n<p class=\"has-subhead-sm-font-size wp-block-paragraph\">&#8211;<strong><strong>&#8220;Lily,&#8221; Massachusetts <strong><strong>(SME) <\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"wp-block-paragraph\"><strong>Putting it in context<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">Most Americans (79%) believe they have little to no control over how the government uses their data, and 77% say they have very little or no understanding of what the government is doing with the data it collects about them.&nbsp;&nbsp;&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Only 21% are confident that those with access to their personal information will treat it responsibly.&nbsp;&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\">More than half (56%) of Americans frequently click \u201cagree\u201d on privacy policies without actually reading the text.<\/li>\n<\/ul>\n\n\n\n<p class=\"has-subhead-sm-font-size wp-block-paragraph\">Source: McClain et al. (2023).<\/p>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n<\/details>\n\n\n\n<h3 class=\"wp-block-heading\">Insight 2: Security and convenience are at odds in password use.<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><code>Themes: Security, account access<\/code><\/p>\n\n\n\n<p class=\"has-body-lg-font-size wp-block-paragraph\">While beneficiaries value security, they also want to avoid getting locked out of accounts. As a result, convenience and ease-of-use are prioritized.&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote has-gbc-color-periwinkle-500 is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u201cIn the past, I usually have &#8230; the same password, which is, I know, not very smart, but I have gotten locked out of them a couple of times, and had to call to the help desk, and then they transfer to somebody else. And so it\u2019s difficult if you do get yourself locked out.<\/p>\n<cite>&#8220;Belle,&#8221; Arizona<\/cite><div class=\"quote-block alignfull wp-block-gbc-code-lines\">\n\t<svg class=\"gbc-animate-svg\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 560 83\"><path fill=\"#AEB1B2\" d=\"M203.658 78.325h-3.773v3.994h-2.263v-3.994H194v-2.33h3.773V72h2.263v3.995h3.773v2.33z\"\/><path fill=\"#FF7D58\" d=\"M416.403 81.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.471 1.997 3.471 4.66-.151 2.497-1.66 4.66-3.471 4.66\"\/><path fill=\"#6EADDC\" d=\"M182.465 81.32H85.12c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.812-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M322.682 81.32H215.226c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h107.456c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M528.571 81.32h-97.345c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.812 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M641.57 81.32h-97.345c-2.263 0-4.225-1.997-4.225-4.66 0-2.496 1.811-4.66 4.225-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#48C7BB\" d=\"M379.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M188.2 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66H188.2c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M202.225 63.32h105.341c2.415 0 4.226-1.997 4.226-4.66S309.83 54 307.566 54H202.225c-2.414 0-4.225 2.164-4.225 4.66 0 2.663 1.962 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M399.414 60.319h2.867v2.164h-3.018l-.453 3.994h-1.962l.453-3.994h-3.471l-.453 3.994h-1.962l.453-3.994H389v-2.164h3.019l.453-4.16h-2.868v-2.165h3.018l.453-3.994h2.113l-.453 3.994h3.472l.452-3.994h1.962l-.452 3.994h2.867v2.164h-3.018zm-1.962 0 .453-4.16h-3.471l-.453 4.16z\"\/><path fill=\"#FF7D58\" d=\"M477.122 63.32h-64.896c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h64.896c2.264 0 4.226 1.997 4.226 4.66-.151 2.663-1.962 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M549.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.811 4.66-4.226 4.66\"\/><path fill=\"#AEB1B2\" d=\"M380 17.997c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997m0 8.821c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997\"\/><path fill=\"#98D77F\" d=\"M477.289 27.32h-84.667c-1.962 0-3.622-1.997-3.622-4.66 0-2.496 1.66-4.66 3.622-4.66h84.667c1.962 0 3.622 1.997 3.622 4.66.151 2.663-1.509 4.66-3.622 4.66\"\/><path fill=\"#6EADDC\" d=\"M605.322 27.32H491.829c-2.716 0-4.829-1.997-4.829-4.66 0-2.496 2.113-4.66 4.829-4.66h113.493c2.717 0 4.83 1.997 4.83 4.66s-2.113 4.66-4.83 4.66M505.727 9.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.472 1.997 3.472 4.66-.151 2.497-1.661 4.66-3.472 4.66\"\/><path fill=\"#48C7BB\" d=\"M621.031 9.32h-97.344c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.344c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M439.225 45.32h128.134c2.414 0 4.225-1.997 4.225-4.66S569.773 36 567.359 36H439.225c-2.263 0-4.225 1.997-4.225 4.66s1.811 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M412 37.494c0-2.663 1.358-4.494 3.471-4.494s3.471 1.83 3.471 4.494-1.358 4.493-3.471 4.493c-1.962-.166-3.471-1.997-3.471-4.493m5.282 0c0-1.831-.603-2.83-1.811-2.83-1.056 0-1.811.999-1.811 2.83s.755 2.83 1.811 2.83c1.208-.167 1.811-1.166 1.811-2.83m7.094-4.328h2.113l-9.961 16.145h-2.113zm-2.717 11.817c0-2.663 1.358-4.493 3.471-4.493s3.471 1.83 3.471 4.493-1.358 4.494-3.471 4.494-3.471-1.83-3.471-4.494m5.282 0c0-1.83-.754-2.83-1.811-2.83s-1.811 1-1.811 2.83.755 2.83 1.811 2.83 1.811-.999 1.811-2.83\"\/><path fill=\"#6EADDC\" d=\"M401.031 45.986h-41.504c-2.565 0-4.527-2.163-4.527-4.993S356.962 36 359.527 36h41.504c2.566 0 4.528 2.164 4.528 4.993s-1.962 4.993-4.528 4.993\"\/><path fill=\"#FF7D58\" d=\"M369.908 26.986h-57.501c-2.566 0-4.528-2.164-4.528-4.993S309.841 17 312.407 17h57.501c2.565 0 4.527 2.164 4.527 4.993s-2.113 4.993-4.527 4.993\"\/><path fill=\"#48C7BB\" d=\"M345.006 45.32h-78.781c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.781c1.811 0 3.471 1.997 3.471 4.66s-1.66 4.66-3.471 4.66\"\/><\/svg><\/div>\n<\/blockquote>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><em>Expand for full insights<\/em><\/summary>\n<p class=\"wp-block-paragraph\">Despite knowing the security risks, beneficiaries describe reusing the same passwords, or slight variations on them, across multiple accounts. For some, this practice is motivated by a fear of being unable to easily regain access, which outweighs security concerns.&nbsp;&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Beneficiaries also describe defaulting to passwords created and saved by a device\u2019s password manager. While not inherently insecure, this practice can lead beneficiaries to lose account access if that device is damaged or lost. Individuals can also lose password access if they get locked out of a password manager. Many people create less-secure systems to store their passwords, using spreadsheets, paper notebooks, or note-taking apps, to avoid such a situation.<\/p>\n\n\n\n<div style=\"\" class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-29271053 wp-block-group-is-layout-grid\">\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em><em><em><em>\u201cThe one thing I struggle with is remembering the passwords for all these different things &#8230; because I least log into my SNAP benefits or things like that with the government, those passwords I just have a hard time with the government, those passwords I just have a hard time remembering. But again, you just have to recover it through your email and go through that whole process&#8230;It&#8217;s terrifying to think that someone could take my email account from me and I would lose access to, like, everything.&#8221;<\/em><\/em><\/em><\/em><\/p>\n\n\n\n<p class=\"has-subhead-sm-font-size wp-block-paragraph\"><strong><strong>-&#8220;Chris,&#8221; Arizona<\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em>\u201cThe thing about my phone, at least, is it creates its own password, sometimes before you can even think of a<\/em> <em>password, it\u2019ll try and stick a password in there, and<\/em> <em>that\u2019s very annoying, because I\u2019m not gonna remember<\/em> <em>some random numbers that my phone stuck together. So then sometimes I\u2019ll have to redo the application or the program, and that could take some time.\u201d<\/em><\/p>\n\n\n\n<p class=\"has-subhead-sm-font-size wp-block-paragraph\"><strong><strong>-&#8220;Lauren,&#8221; New York<\/strong><\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"wp-block-paragraph\"><strong><strong>Putting it in context<\/strong><\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">Almost 70% of Americans are overwhelmed by the number of passwords they have to keep track of. Under half (45%) report feeling anxious about whether their passwords are strong and secure.&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Only half of adults say they choose passwords that are sufficiently secure, even if harder to remember.&nbsp;&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Fewer than half (41%) of Americans say they always, almost always, or often write down their passwords. Slightly more than a third (34%) save their passwords in their browser at that same frequency. Under a quarter (21%) regularly reset their online account passwords.&nbsp;&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\">More than a third (32%) of people report using a password manager, up from 20% in 2019. Roughly half (49%) of those ages 18 to 29 say they use these tools.<\/li>\n<\/ul>\n\n\n\n<p class=\"has-subhead-sm-font-size wp-block-paragraph\">Source: McClain et al. (2023).<\/p>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n<\/details>\n\n\n\n<h3 class=\"wp-block-heading\">Insight 3: &nbsp;Account access can prove difficult when personal information and service needs change.<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><code>Themes: Account access, life changes, human support<\/code><\/p>\n\n\n\n<p class=\"has-body-lg-font-size wp-block-paragraph\">Beneficiaries\u2019 device access and personal circumstances are not constant\u2014email addresses change, and service needs ebb and flow over time. This can present challenges for account re-access, potentially leading to delays, frustration, and duplicate accounts.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote has-gbc-color-periwinkle-500 is-layout-flow wp-block-quote-is-layout-flow\">\n<figure style=\"\" class=\"wp-block-image alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"656\" height=\"656\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_029_Marlene.png\" alt=\"\" class=\"wp-image-28626\" style=\"aspect-ratio:1;object-fit:cover;width:150px\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_029_Marlene.png 656w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_029_Marlene-300x300.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_029_Marlene-150x150.png 150w\" sizes=\"auto, (max-width: 656px) 100vw, 656px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cI have one main email that I use now. Unfortunately, some of my old stored stuff [is] under emails that are now dormant [or hard to access]&#8230; I don\u2019t even know how to get into it, so there\u2019s probably stuff there that I may need at some point, but I\u2019m not gonna slay that bear today \u2014just when I\u2019m desperate and I find out that I need it&#8230; Then I start trying to figure out how to get into that other Google account. But I don\u2019t have [the phone number I used for that account] anymore.\u201d<\/p>\n<cite>&#8220;Marlene,&#8221; New York<\/cite><div class=\"quote-block alignfull wp-block-gbc-code-lines\">\n\t<svg class=\"gbc-animate-svg\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 560 83\"><path fill=\"#AEB1B2\" d=\"M203.658 78.325h-3.773v3.994h-2.263v-3.994H194v-2.33h3.773V72h2.263v3.995h3.773v2.33z\"\/><path fill=\"#FF7D58\" d=\"M416.403 81.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.471 1.997 3.471 4.66-.151 2.497-1.66 4.66-3.471 4.66\"\/><path fill=\"#6EADDC\" d=\"M182.465 81.32H85.12c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.812-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M322.682 81.32H215.226c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h107.456c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M528.571 81.32h-97.345c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.812 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M641.57 81.32h-97.345c-2.263 0-4.225-1.997-4.225-4.66 0-2.496 1.811-4.66 4.225-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#48C7BB\" d=\"M379.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M188.2 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66H188.2c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M202.225 63.32h105.341c2.415 0 4.226-1.997 4.226-4.66S309.83 54 307.566 54H202.225c-2.414 0-4.225 2.164-4.225 4.66 0 2.663 1.962 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M399.414 60.319h2.867v2.164h-3.018l-.453 3.994h-1.962l.453-3.994h-3.471l-.453 3.994h-1.962l.453-3.994H389v-2.164h3.019l.453-4.16h-2.868v-2.165h3.018l.453-3.994h2.113l-.453 3.994h3.472l.452-3.994h1.962l-.452 3.994h2.867v2.164h-3.018zm-1.962 0 .453-4.16h-3.471l-.453 4.16z\"\/><path fill=\"#FF7D58\" d=\"M477.122 63.32h-64.896c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h64.896c2.264 0 4.226 1.997 4.226 4.66-.151 2.663-1.962 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M549.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.811 4.66-4.226 4.66\"\/><path fill=\"#AEB1B2\" d=\"M380 17.997c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997m0 8.821c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997\"\/><path fill=\"#98D77F\" d=\"M477.289 27.32h-84.667c-1.962 0-3.622-1.997-3.622-4.66 0-2.496 1.66-4.66 3.622-4.66h84.667c1.962 0 3.622 1.997 3.622 4.66.151 2.663-1.509 4.66-3.622 4.66\"\/><path fill=\"#6EADDC\" d=\"M605.322 27.32H491.829c-2.716 0-4.829-1.997-4.829-4.66 0-2.496 2.113-4.66 4.829-4.66h113.493c2.717 0 4.83 1.997 4.83 4.66s-2.113 4.66-4.83 4.66M505.727 9.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.472 1.997 3.472 4.66-.151 2.497-1.661 4.66-3.472 4.66\"\/><path fill=\"#48C7BB\" d=\"M621.031 9.32h-97.344c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.344c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M439.225 45.32h128.134c2.414 0 4.225-1.997 4.225-4.66S569.773 36 567.359 36H439.225c-2.263 0-4.225 1.997-4.225 4.66s1.811 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M412 37.494c0-2.663 1.358-4.494 3.471-4.494s3.471 1.83 3.471 4.494-1.358 4.493-3.471 4.493c-1.962-.166-3.471-1.997-3.471-4.493m5.282 0c0-1.831-.603-2.83-1.811-2.83-1.056 0-1.811.999-1.811 2.83s.755 2.83 1.811 2.83c1.208-.167 1.811-1.166 1.811-2.83m7.094-4.328h2.113l-9.961 16.145h-2.113zm-2.717 11.817c0-2.663 1.358-4.493 3.471-4.493s3.471 1.83 3.471 4.493-1.358 4.494-3.471 4.494-3.471-1.83-3.471-4.494m5.282 0c0-1.83-.754-2.83-1.811-2.83s-1.811 1-1.811 2.83.755 2.83 1.811 2.83 1.811-.999 1.811-2.83\"\/><path fill=\"#6EADDC\" d=\"M401.031 45.986h-41.504c-2.565 0-4.527-2.163-4.527-4.993S356.962 36 359.527 36h41.504c2.566 0 4.528 2.164 4.528 4.993s-1.962 4.993-4.528 4.993\"\/><path fill=\"#FF7D58\" d=\"M369.908 26.986h-57.501c-2.566 0-4.528-2.164-4.528-4.993S309.841 17 312.407 17h57.501c2.565 0 4.527 2.164 4.527 4.993s-2.113 4.993-4.527 4.993\"\/><path fill=\"#48C7BB\" d=\"M345.006 45.32h-78.781c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.781c1.811 0 3.471 1.997 3.471 4.66s-1.66 4.66-3.471 4.66\"\/><\/svg><\/div>\n<\/blockquote>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><em>Expand for full insights<\/em><\/summary>\n<p class=\"wp-block-paragraph\">Imagine a beneficiary who enrolls in a program, then becomes ineligible after getting a new job\u2014only to return six years later after being laid off. To re-access their account, they\u2019ll likely need the credentials they used when they first applied. But things like email addresses, usernames, or phone numbers can change or be forgotten over time. Email addresses in particular (most commonly used to register accounts) tend to change frequently, especially when people switch jobs or run out of storage.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In such cases, a beneficiary might create a new account with a new email, and end up with duplicate accounts. \u201cBelle\u201d from Arizona described her experience this way: <em>\u201c[On the identity verification service], I had two profiles [under different emails]. I didn\u2019t mean to have two profiles, but I ended up with two profiles &#8230; It was kind of rough trying to get one of them to be deleted.\u201d<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It\u2019s moments like these that beneficiaries seek out human support, certain they\u2019ll be able to explain their situation and gain access quickly. But agency staff are often ill-equipped or unable to resolve issues related to duplicate accounts, which can result in application delays.&nbsp;&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The requirement to create an account in itself is often seen as a burden. People are generally reluctant to register unless they expect to have an ongoing relationship with a service and understand how having an account will save them time in the future. When beneficiaries do not clearly understand why an account is required, they tend to view them as unnecessary obstacles.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<div style=\"\" class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-29271053 wp-block-group-is-layout-grid\">\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em><em><em>\u201cLet&#8217;s say I&#8217;ve waited until the very last day to get something in, and then I go in to upload it, and I can&#8217;t get in because I don&#8217;t remember my password. And now I&#8217;ve locked myself out, and I can&#8217;t call to have [them] reset it, because it&#8217;s after hours. And I&#8217;m screwed, because by the time I can get back in to get in the information, it&#8217;s going to be [the next day] and that can mean the difference between getting food stamps today or two weeks from now.\u201d<\/em><\/em><\/em><\/p>\n\n\n\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><strong>&#8211; &#8220;<strong><strong><strong>Belle,&#8221; <\/strong><\/strong>Arizona<\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em>\u201cFor the Medicaid, I had an issue logging in because it says I already had an account, which I know I didn\u2019t, but apparently I had multiple [state] accounts that I didn\u2019t know of so that [resulted] in me having to call &#8230; So that was like a 30-minute call, and then I still had to go back<\/em> <em>to upload documents and sign documents &#8230; So even though I wanted to just do it online, that wasn\u2019t an option for me for the Medicaid part.\u201d<\/em><\/p>\n\n\n\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><strong>&#8211; &#8220;<strong><strong><strong>Samantha,&#8221; New York<\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"\" class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-29271053 wp-block-group-is-layout-grid\">\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em>\u201cI\u2019ve been hearing from people that their email box is full. \u2018I\u2019ve used up my storage. I can\u2019t get into that one anymore.\u2019 So we need to do a new one, which<\/em> <em>is a different hurdle, because if you have to change the email address that your [account] is associated with, you have to go through their help desk, which is really overloaded &#8230; And so it can take a really long time to get<\/em> <em>even a simple change like that made.\u201d<\/em><\/p>\n\n\n\n<p class=\"has-body-sm-font-size wp-block-paragraph\">&#8211; &#8220;<strong><strong><strong><strong>Lily,&#8221; Massachusetts <strong><strong><strong><strong>(SME) <\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em>\u201cI had a previous account that they started &#8230; \u2018We misspelled your [email] address. So we have an active account, so we\u2019ll have to shut down that account, and<\/em> <em>you have to use another email address, which I do kind of<\/em> <em>find annoying, because I do have a primary email. Don\u2019t use a backup. But I was like, if you can\u2019t do anything about it, I\u2019ll just have to use the backup account &#8230; So,<\/em> <em>yeah, I kind of have a false account in my name, whichI don\u2019t like, kind of want them to remove it.\u201d<\/em><\/p>\n\n\n\n<p class=\"has-body-sm-font-size wp-block-paragraph\">&#8211; &#8220;<strong><strong><strong><strong>Nancy,&#8221; New York<\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n<\/details>\n\n\n\n<h3 class=\"wp-block-heading\">Insight 4: Unstable access to accounts and devices makes multi-factor authentication (MFA) a challenge.<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><code>Themes: Security, account access, device access, life changes<\/code><\/p>\n\n\n\n<p class=\"has-body-lg-font-size wp-block-paragraph\">There is no doubt that multi-factor authentication increases security. But it can also lead to confusion and delays. Embedded in MFA is an assumption that beneficiaries have high digital literacy and stable access to the same set of devices, email accounts, and phone numbers used to set up their MFA system in the first place.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote has-gbc-color-periwinkle-500 is-layout-flow wp-block-quote-is-layout-flow\">\n<figure style=\"\" class=\"wp-block-image alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"906\" height=\"906\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_002_Robert.png\" alt=\"\" class=\"wp-image-28627\" style=\"aspect-ratio:1;object-fit:cover;width:150px\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_002_Robert.png 906w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_002_Robert-300x300.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_002_Robert-150x150.png 150w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_002_Robert-768x768.png 768w\" sizes=\"auto, (max-width: 906px) 100vw, 906px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cIf I get the code, it\u2019ll be on the screen, and then you[\u2018ve] got to go to your email. It\u2019s something simple, but I\u2019d lose it. So, I got two phones &#8230; I\u2019ll get this from my email, then I\u2019ll punch it in on my other phone.\u201d<\/p>\n<cite>&#8220;Robert,&#8221; Massachusetts<\/cite><div class=\"quote-block alignfull wp-block-gbc-code-lines\">\n\t<svg class=\"gbc-animate-svg\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 560 83\"><path fill=\"#AEB1B2\" d=\"M203.658 78.325h-3.773v3.994h-2.263v-3.994H194v-2.33h3.773V72h2.263v3.995h3.773v2.33z\"\/><path fill=\"#FF7D58\" d=\"M416.403 81.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.471 1.997 3.471 4.66-.151 2.497-1.66 4.66-3.471 4.66\"\/><path fill=\"#6EADDC\" d=\"M182.465 81.32H85.12c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.812-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M322.682 81.32H215.226c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h107.456c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M528.571 81.32h-97.345c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.812 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M641.57 81.32h-97.345c-2.263 0-4.225-1.997-4.225-4.66 0-2.496 1.811-4.66 4.225-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#48C7BB\" d=\"M379.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M188.2 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66H188.2c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M202.225 63.32h105.341c2.415 0 4.226-1.997 4.226-4.66S309.83 54 307.566 54H202.225c-2.414 0-4.225 2.164-4.225 4.66 0 2.663 1.962 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M399.414 60.319h2.867v2.164h-3.018l-.453 3.994h-1.962l.453-3.994h-3.471l-.453 3.994h-1.962l.453-3.994H389v-2.164h3.019l.453-4.16h-2.868v-2.165h3.018l.453-3.994h2.113l-.453 3.994h3.472l.452-3.994h1.962l-.452 3.994h2.867v2.164h-3.018zm-1.962 0 .453-4.16h-3.471l-.453 4.16z\"\/><path fill=\"#FF7D58\" d=\"M477.122 63.32h-64.896c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h64.896c2.264 0 4.226 1.997 4.226 4.66-.151 2.663-1.962 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M549.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.811 4.66-4.226 4.66\"\/><path fill=\"#AEB1B2\" d=\"M380 17.997c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997m0 8.821c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997\"\/><path fill=\"#98D77F\" d=\"M477.289 27.32h-84.667c-1.962 0-3.622-1.997-3.622-4.66 0-2.496 1.66-4.66 3.622-4.66h84.667c1.962 0 3.622 1.997 3.622 4.66.151 2.663-1.509 4.66-3.622 4.66\"\/><path fill=\"#6EADDC\" d=\"M605.322 27.32H491.829c-2.716 0-4.829-1.997-4.829-4.66 0-2.496 2.113-4.66 4.829-4.66h113.493c2.717 0 4.83 1.997 4.83 4.66s-2.113 4.66-4.83 4.66M505.727 9.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.472 1.997 3.472 4.66-.151 2.497-1.661 4.66-3.472 4.66\"\/><path fill=\"#48C7BB\" d=\"M621.031 9.32h-97.344c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.344c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M439.225 45.32h128.134c2.414 0 4.225-1.997 4.225-4.66S569.773 36 567.359 36H439.225c-2.263 0-4.225 1.997-4.225 4.66s1.811 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M412 37.494c0-2.663 1.358-4.494 3.471-4.494s3.471 1.83 3.471 4.494-1.358 4.493-3.471 4.493c-1.962-.166-3.471-1.997-3.471-4.493m5.282 0c0-1.831-.603-2.83-1.811-2.83-1.056 0-1.811.999-1.811 2.83s.755 2.83 1.811 2.83c1.208-.167 1.811-1.166 1.811-2.83m7.094-4.328h2.113l-9.961 16.145h-2.113zm-2.717 11.817c0-2.663 1.358-4.493 3.471-4.493s3.471 1.83 3.471 4.493-1.358 4.494-3.471 4.494-3.471-1.83-3.471-4.494m5.282 0c0-1.83-.754-2.83-1.811-2.83s-1.811 1-1.811 2.83.755 2.83 1.811 2.83 1.811-.999 1.811-2.83\"\/><path fill=\"#6EADDC\" d=\"M401.031 45.986h-41.504c-2.565 0-4.527-2.163-4.527-4.993S356.962 36 359.527 36h41.504c2.566 0 4.528 2.164 4.528 4.993s-1.962 4.993-4.528 4.993\"\/><path fill=\"#FF7D58\" d=\"M369.908 26.986h-57.501c-2.566 0-4.528-2.164-4.528-4.993S309.841 17 312.407 17h57.501c2.565 0 4.527 2.164 4.527 4.993s-2.113 4.993-4.527 4.993\"\/><path fill=\"#48C7BB\" d=\"M345.006 45.32h-78.781c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.781c1.811 0 3.471 1.997 3.471 4.66s-1.66 4.66-3.471 4.66\"\/><\/svg><\/div>\n<\/blockquote>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><em>Expand for full insights<\/em><\/summary>\n<p class=\"wp-block-paragraph\">MFA requires users to supply multiple types of security \u201cfactors\u201d (for example, <em>something you know<\/em>, <em>something you have<\/em>, and <em>something you are<\/em>) to access an account. MFA might look like logging in with a password, then entering a one-time code sent to your mobile device via SMS, or entering a PIN, then responding to a prompt in a separate authentication application.&nbsp;&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To complete MFA, beneficiaries typically need a device with internet access, up-to-date software, a working email address, and enough storage space. But even when someone owns such a device, they might not have it with them at the moment they need to apply\u2014or they might not be able to access the email or phone number linked to their identity. MFA can also require switching between mobile and desktop interfaces, which often look and function differently, creating confusion.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For people in unstable living situations, such as those experiencing homelessness, these challenges are even more pronounced. Phones can be lost or stolen, and numbers often change, making it difficult to complete authentication steps that rely on consistent access to a specific device, email, or SMS account.<\/p>\n\n\n\n<div style=\"\" class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-29271053 wp-block-group-is-layout-grid\">\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em><em>\u201cThese codes are also very annoying, because sometimes I\u2019m trying to do something at work, and I\u2019m not allowed to have my phone, and then it\u2019s like, \u2018What was the code that was sent to your [phone]?\u2019 and I\u2019m like, I can\u2019t get on that.\u201d<\/em><\/em><\/p>\n\n\n\n<p class=\"has-body-sm-font-size wp-block-paragraph\">-&#8220;<strong><strong>Lauren,&#8221; New York<\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em>\u201cIf [beneficiaries] have to change phone numbers, that<\/em> <em>can also be a big issue. Because especially people who are experiencing homelessness, they get their stuff stolen a lot. So they might get a phone, and then they might lose it. It\u2019s pretty common that their phones get<\/em> <em>lost somewhat regularly. So then if the multi-factor identification is sent to that particular phone number, then they have trouble finding another backup method to be able to access things.\u201d<\/em><\/p>\n\n\n\n<p class=\"has-body-sm-font-size wp-block-paragraph\">-&#8220;<strong><strong>Mia,&#8221; Arizona <\/strong>(SME)<\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"wp-block-paragraph\"><strong><strong>Putting it in context<\/strong><\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">Adults experiencing homelessness have reported high turnover rates in phones (56% after three months) and phone numbers (55% after 3 months).<sup data-fn=\"f6f9dffc-fe5c-431e-9a3e-30253defd97e\" class=\"fn\"><a id=\"f6f9dffc-fe5c-431e-9a3e-30253defd97e-link\" href=\"#f6f9dffc-fe5c-431e-9a3e-30253defd97e\">18<\/a><\/sup><\/li>\n<\/ul>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n<\/details>\n\n\n\n<h3 class=\"wp-block-heading\">Insight 5: Biometric verification can come with usability issues and doubt.&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><code>Themes: Privacy, trust, device access<\/code><\/p>\n\n\n\n<p class=\"has-body-lg-font-size wp-block-paragraph\">Beneficiaries can struggle with biometric identity proofing for multiple reasons, including technical issues, a lack of proper identity documents, and confusion about how biometrics are integrated with other application and verification processes.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote has-gbc-color-periwinkle-500 is-layout-flow wp-block-quote-is-layout-flow\">\n<figure style=\"\" class=\"wp-block-image alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"754\" height=\"753\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_020_Belle.png\" alt=\"\" class=\"wp-image-28628\" style=\"aspect-ratio:1;object-fit:cover;width:150px\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_020_Belle.png 754w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_020_Belle-300x300.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_020_Belle-150x150.png 150w\" sizes=\"auto, (max-width: 754px) 100vw, 754px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">We get free phone service\u2026\u200athe phone that has service on it, the back camera&#8217;s broken, but the front camera&#8217;s not, or something like that\u2026\u200aI guess I could have, like, taken my picture with the other phone that doesn&#8217;t have service and then air dropped it or something to the phone that it does so that I could send it on\u2026\u200ait would&#8217;ve been a struggle to be able to get that done.\u201d<\/p>\n<cite>&#8220;Belle,&#8221; Arizona<\/cite><div class=\"quote-block alignfull wp-block-gbc-code-lines\">\n\t<svg class=\"gbc-animate-svg\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 560 83\"><path fill=\"#AEB1B2\" d=\"M203.658 78.325h-3.773v3.994h-2.263v-3.994H194v-2.33h3.773V72h2.263v3.995h3.773v2.33z\"\/><path fill=\"#FF7D58\" d=\"M416.403 81.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.471 1.997 3.471 4.66-.151 2.497-1.66 4.66-3.471 4.66\"\/><path fill=\"#6EADDC\" d=\"M182.465 81.32H85.12c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.812-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M322.682 81.32H215.226c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h107.456c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M528.571 81.32h-97.345c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.812 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M641.57 81.32h-97.345c-2.263 0-4.225-1.997-4.225-4.66 0-2.496 1.811-4.66 4.225-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#48C7BB\" d=\"M379.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M188.2 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66H188.2c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M202.225 63.32h105.341c2.415 0 4.226-1.997 4.226-4.66S309.83 54 307.566 54H202.225c-2.414 0-4.225 2.164-4.225 4.66 0 2.663 1.962 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M399.414 60.319h2.867v2.164h-3.018l-.453 3.994h-1.962l.453-3.994h-3.471l-.453 3.994h-1.962l.453-3.994H389v-2.164h3.019l.453-4.16h-2.868v-2.165h3.018l.453-3.994h2.113l-.453 3.994h3.472l.452-3.994h1.962l-.452 3.994h2.867v2.164h-3.018zm-1.962 0 .453-4.16h-3.471l-.453 4.16z\"\/><path fill=\"#FF7D58\" d=\"M477.122 63.32h-64.896c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h64.896c2.264 0 4.226 1.997 4.226 4.66-.151 2.663-1.962 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M549.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.811 4.66-4.226 4.66\"\/><path fill=\"#AEB1B2\" d=\"M380 17.997c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997m0 8.821c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997\"\/><path fill=\"#98D77F\" d=\"M477.289 27.32h-84.667c-1.962 0-3.622-1.997-3.622-4.66 0-2.496 1.66-4.66 3.622-4.66h84.667c1.962 0 3.622 1.997 3.622 4.66.151 2.663-1.509 4.66-3.622 4.66\"\/><path fill=\"#6EADDC\" d=\"M605.322 27.32H491.829c-2.716 0-4.829-1.997-4.829-4.66 0-2.496 2.113-4.66 4.829-4.66h113.493c2.717 0 4.83 1.997 4.83 4.66s-2.113 4.66-4.83 4.66M505.727 9.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.472 1.997 3.472 4.66-.151 2.497-1.661 4.66-3.472 4.66\"\/><path fill=\"#48C7BB\" d=\"M621.031 9.32h-97.344c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.344c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M439.225 45.32h128.134c2.414 0 4.225-1.997 4.225-4.66S569.773 36 567.359 36H439.225c-2.263 0-4.225 1.997-4.225 4.66s1.811 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M412 37.494c0-2.663 1.358-4.494 3.471-4.494s3.471 1.83 3.471 4.494-1.358 4.493-3.471 4.493c-1.962-.166-3.471-1.997-3.471-4.493m5.282 0c0-1.831-.603-2.83-1.811-2.83-1.056 0-1.811.999-1.811 2.83s.755 2.83 1.811 2.83c1.208-.167 1.811-1.166 1.811-2.83m7.094-4.328h2.113l-9.961 16.145h-2.113zm-2.717 11.817c0-2.663 1.358-4.493 3.471-4.493s3.471 1.83 3.471 4.493-1.358 4.494-3.471 4.494-3.471-1.83-3.471-4.494m5.282 0c0-1.83-.754-2.83-1.811-2.83s-1.811 1-1.811 2.83.755 2.83 1.811 2.83 1.811-.999 1.811-2.83\"\/><path fill=\"#6EADDC\" d=\"M401.031 45.986h-41.504c-2.565 0-4.527-2.163-4.527-4.993S356.962 36 359.527 36h41.504c2.566 0 4.528 2.164 4.528 4.993s-1.962 4.993-4.528 4.993\"\/><path fill=\"#FF7D58\" d=\"M369.908 26.986h-57.501c-2.566 0-4.528-2.164-4.528-4.993S309.841 17 312.407 17h57.501c2.565 0 4.527 2.164 4.527 4.993s-2.113 4.993-4.527 4.993\"\/><path fill=\"#48C7BB\" d=\"M345.006 45.32h-78.781c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.781c1.811 0 3.471 1.997 3.471 4.66s-1.66 4.66-3.471 4.66\"\/><\/svg><\/div>\n<\/blockquote>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><em>Expand for full insights<\/em><\/summary>\n<p class=\"wp-block-paragraph\">Biometrics record key physical traits (like faceprints, iris scans, or fingerprints) or behavioral traits (such as signature or keystroke patterns) that identity verification platforms can use to automatically identify a person. Confusion often begins when a beneficiary is redirected from a government website to the third-party platform responsible for biometric identity verification. The sudden shift can raise questions about whether the site is legitimate and who will have access to the sensitive data\u2014such as a scan of their face\u2014which they are asked to share.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For beneficiaries without access to an up-to-date smartphone or computer, challenges arise when they\u2019re asked to provide a selfie or join a video call for human verification\u2014processes that require access to a fully functioning device with a camera and video call capabilities. If a beneficiary <em>is<\/em> able to supply a selfie, but happens to lack the required government-issued photo ID often used to match a facial scan, the biometric verification platform will fail to verify their identity. &nbsp; &nbsp;<\/p>\n\n\n\n<figure style=\"\" class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Digital Doorways: \u201cBelle\u201d Discussing Phone Access\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/DhRnCdWhplI?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<div style=\"\" class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-29271053 wp-block-group-is-layout-grid\">\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em><em><em><em><em><em>\u201cWe just have a lot of folks who don\u2019t have IDs that are needed and for various reasons, like maybe their wallet was stolen, or they don\u2019t have transportation or money to go to the DMV or whatever, to get the driver\u2019s license &#8230; some people just don\u2019t have their original documents.\u201d<\/em><\/em><\/em><\/em><\/em><\/em><\/p>\n\n\n\n<p class=\"has-body-sm-font-size wp-block-paragraph\">&#8211; &#8220;<strong><strong><strong>Mia,&#8221; Arizona<\/strong><\/strong><\/strong> <strong>(SME)<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em>\u201cSome things [while applying for unemployment insurance] worked with my iPhone and the others was my iPad &#8230; because my iPad is a little dangerous. So my iPhone is a little more upgraded. So I stuck to that. But<\/em> f<em>or some things &#8230; like taking the photo and imaging, I had to use the iPad.\u201d<\/em><\/p>\n\n\n\n<p class=\"has-body-sm-font-size wp-block-paragraph\">&#8211; <strong><strong><strong>&#8220;Xandra,&#8221; New York<\/strong><\/strong><\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"wp-block-paragraph\"><strong><strong>Putting it in context<\/strong><\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">Facial recognition technologies have far higher error rates for people of color, women, older adults, and those whose gender expression has changed. Meanwhile, African American, Asian, and older adults experience more false matches than younger, white users.<sup data-fn=\"8ecffc33-6f12-4c9c-a9c9-4d6a6f37ff16\" class=\"fn\"><a id=\"8ecffc33-6f12-4c9c-a9c9-4d6a6f37ff16-link\" href=\"#8ecffc33-6f12-4c9c-a9c9-4d6a6f37ff16\">19<\/a><\/sup><\/li>\n\n\n\n<li class=\"wp-block-list-item\">People with lower incomes, individuals who have disabilities, and members of marginalized racial and ethnic groups were the least likely to have a driver\u2019s license or government-issued photo ID.<sup data-fn=\"dc352a69-b1d3-4c8d-9d83-5789bb05ff9d\" class=\"fn\"><a id=\"dc352a69-b1d3-4c8d-9d83-5789bb05ff9d-link\" href=\"#dc352a69-b1d3-4c8d-9d83-5789bb05ff9d\">20<\/a><\/sup><\/li>\n\n\n\n<li class=\"wp-block-list-item\">Biometric methods that require users to physically position and hold devices\u2014like palm recognition\u2014are less usable for people with limited or no vision. Biometric methods that minimize the need for precise device manipulation are more usable for people with disabilities.<sup data-fn=\"ee05e759-d9d3-49e3-8277-b4b05a4dbe65\" class=\"fn\"><a id=\"ee05e759-d9d3-49e3-8277-b4b05a4dbe65-link\" href=\"#ee05e759-d9d3-49e3-8277-b4b05a4dbe65\">21<\/a><\/sup><\/li>\n<\/ul>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n<\/details>\n\n\n\n<h3 class=\"wp-block-heading\">Insight 6: Beneficiaries are split on comfort level with biometrics.<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><code>Themes: Trust, privacy, human support<\/code><\/p>\n\n\n\n<p class=\"has-body-lg-font-size wp-block-paragraph\">Some beneficiaries are comfortable sharing biometric data, like images of their face, to verify their identity. Others are reluctant to do so, given the prevalence of identity theft and scams.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote has-gbc-color-periwinkle-500 is-layout-flow wp-block-quote-is-layout-flow\">\n<figure style=\"\" class=\"wp-block-image alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"738\" height=\"738\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_030_Terrence.png\" alt=\"\" class=\"wp-image-29081\" style=\"aspect-ratio:1;object-fit:cover;width:150px\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_030_Terrence.png 738w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_030_Terrence-300x300.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_030_Terrence-150x150.png 150w\" sizes=\"auto, (max-width: 738px) 100vw, 738px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">If someone wants my information or picture or ID, like a lot of people on Craigslist now, for like, gigs and stuff and jobs, they want your your identification, like I don&#8217;t even know you\u2014why would I give you that, you could steal my identity and give it to somebody else? So you have to be very cautious nowadays, because people can really steal your identification fast.&#8221;<\/p>\n<cite>&#8220;Terrance,&#8221; New York<\/cite><div class=\"quote-block alignfull wp-block-gbc-code-lines\">\n\t<svg class=\"gbc-animate-svg\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 560 83\"><path fill=\"#AEB1B2\" d=\"M203.658 78.325h-3.773v3.994h-2.263v-3.994H194v-2.33h3.773V72h2.263v3.995h3.773v2.33z\"\/><path fill=\"#FF7D58\" d=\"M416.403 81.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.471 1.997 3.471 4.66-.151 2.497-1.66 4.66-3.471 4.66\"\/><path fill=\"#6EADDC\" d=\"M182.465 81.32H85.12c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.812-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M322.682 81.32H215.226c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h107.456c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M528.571 81.32h-97.345c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.812 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M641.57 81.32h-97.345c-2.263 0-4.225-1.997-4.225-4.66 0-2.496 1.811-4.66 4.225-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#48C7BB\" d=\"M379.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M188.2 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66H188.2c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M202.225 63.32h105.341c2.415 0 4.226-1.997 4.226-4.66S309.83 54 307.566 54H202.225c-2.414 0-4.225 2.164-4.225 4.66 0 2.663 1.962 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M399.414 60.319h2.867v2.164h-3.018l-.453 3.994h-1.962l.453-3.994h-3.471l-.453 3.994h-1.962l.453-3.994H389v-2.164h3.019l.453-4.16h-2.868v-2.165h3.018l.453-3.994h2.113l-.453 3.994h3.472l.452-3.994h1.962l-.452 3.994h2.867v2.164h-3.018zm-1.962 0 .453-4.16h-3.471l-.453 4.16z\"\/><path fill=\"#FF7D58\" d=\"M477.122 63.32h-64.896c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h64.896c2.264 0 4.226 1.997 4.226 4.66-.151 2.663-1.962 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M549.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.811 4.66-4.226 4.66\"\/><path fill=\"#AEB1B2\" d=\"M380 17.997c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997m0 8.821c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997\"\/><path fill=\"#98D77F\" d=\"M477.289 27.32h-84.667c-1.962 0-3.622-1.997-3.622-4.66 0-2.496 1.66-4.66 3.622-4.66h84.667c1.962 0 3.622 1.997 3.622 4.66.151 2.663-1.509 4.66-3.622 4.66\"\/><path fill=\"#6EADDC\" d=\"M605.322 27.32H491.829c-2.716 0-4.829-1.997-4.829-4.66 0-2.496 2.113-4.66 4.829-4.66h113.493c2.717 0 4.83 1.997 4.83 4.66s-2.113 4.66-4.83 4.66M505.727 9.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.472 1.997 3.472 4.66-.151 2.497-1.661 4.66-3.472 4.66\"\/><path fill=\"#48C7BB\" d=\"M621.031 9.32h-97.344c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.344c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M439.225 45.32h128.134c2.414 0 4.225-1.997 4.225-4.66S569.773 36 567.359 36H439.225c-2.263 0-4.225 1.997-4.225 4.66s1.811 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M412 37.494c0-2.663 1.358-4.494 3.471-4.494s3.471 1.83 3.471 4.494-1.358 4.493-3.471 4.493c-1.962-.166-3.471-1.997-3.471-4.493m5.282 0c0-1.831-.603-2.83-1.811-2.83-1.056 0-1.811.999-1.811 2.83s.755 2.83 1.811 2.83c1.208-.167 1.811-1.166 1.811-2.83m7.094-4.328h2.113l-9.961 16.145h-2.113zm-2.717 11.817c0-2.663 1.358-4.493 3.471-4.493s3.471 1.83 3.471 4.493-1.358 4.494-3.471 4.494-3.471-1.83-3.471-4.494m5.282 0c0-1.83-.754-2.83-1.811-2.83s-1.811 1-1.811 2.83.755 2.83 1.811 2.83 1.811-.999 1.811-2.83\"\/><path fill=\"#6EADDC\" d=\"M401.031 45.986h-41.504c-2.565 0-4.527-2.163-4.527-4.993S356.962 36 359.527 36h41.504c2.566 0 4.528 2.164 4.528 4.993s-1.962 4.993-4.528 4.993\"\/><path fill=\"#FF7D58\" d=\"M369.908 26.986h-57.501c-2.566 0-4.528-2.164-4.528-4.993S309.841 17 312.407 17h57.501c2.565 0 4.527 2.164 4.527 4.993s-2.113 4.993-4.527 4.993\"\/><path fill=\"#48C7BB\" d=\"M345.006 45.32h-78.781c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.781c1.811 0 3.471 1.997 3.471 4.66s-1.66 4.66-3.471 4.66\"\/><\/svg><\/div>\n<\/blockquote>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><em>Expand for full insights<\/em><\/summary>\n<p class=\"wp-block-paragraph\">Some beneficiaries don\u2019t think twice about uploading a selfie to prove who they are\u2014compared to the rest of the process, taking a selfie likely feels easy and familiar. For these individuals, sharing a photo of their face might seem less risky than handing over their Social Security number.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But for others, alternatives like human-to-human identity verification feels more reliable and comfortable\u2014they know a real, trustworthy person is accessing their sensitive information, and that the verification is being taken care of right away. \u201cLauren\u201d from Massachusetts recalled,<em> \u201cWhen I tried to change my name when I got married, somebody had to call me and literally stare at me and verify my face from my ID &#8230; I feel like looking at a real person is better because when you send it through the computer &#8230; you never know when somebody\u2019s actually going to look at it, but if somebody actually looks at it while you\u2019re right there, you know that it\u2019s being dealt with in that moment.\u201d<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ultimately, personal experiences and preferences color how a beneficiary interprets biometric requests.<\/p>\n\n\n\n<figure style=\"\" class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Digital Doorways: \u201cBelle\u201d Discussing Identity Verification\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/QJ5MPHKFPkA?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<div style=\"\" class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-0e82c502 wp-block-group-is-layout-grid\">\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em><em><em><em><em><em><em><em><em><em><em>&#8220;It was kind of awkward. I think a little bit weird. I didn&#8217;t necessarily want my face to be out there, because it&#8217;s just, you know, you take a picture and you&#8217;re like, &#8216;Oh my god, I can&#8217;t believe what I look like.&#8217; And I mean it&#8217;s not like I&#8217;m ever going to see anybody that sees that, or if it&#8217;s even a person. It\u2019s probably AI anyways. But yeah, that was kind of awkward for me.&#8221;<\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/p>\n\n\n\n<p class=\"has-body-sm-font-size wp-block-paragraph\">&#8211; &#8220;<strong><strong><strong>Belle,&#8221; Arizona<\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em>\u201cWhatever, I was like, \u2018You just want to make sure that I\u2019m<\/em> <em>[who I say I am].\u2019 I understand why they do that, to make sure<\/em> <em>that the photo on the ID matches the photo the person<\/em> <em>doing it, so that, I guess, made me feel on one hand a<\/em> <em>little bit more comfortable &#8230; that\u2019s an extra verification<\/em> <em>process, and validating that my ID matches my physical<\/em> <em>face.\u201d<\/em><\/p>\n\n\n\n<p class=\"has-body-sm-font-size wp-block-paragraph\">&#8211; &#8220;<strong>Sophia,&#8221; New York<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em>\u201cI feel outside of giving my Social [Security number], you can ask for my driver&#8217;s license card number, you know, date of birth. I wish they had a photo verification thing where it takes a picture of your face, you know. And there should just be a different way outside of me giving my Social Security number.&#8221;<\/em><\/p>\n\n\n\n<p class=\"has-body-sm-font-size wp-block-paragraph\">&#8211; &#8220;<strong><strong><strong><strong>Chris,&#8221; Arizona<\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"wp-block-paragraph\"><strong><strong>Putting it in context<\/strong><\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">Those with lower incomes are concerned about internet scams or fraud at twice the rate as those with higher incomes.<sup data-fn=\"6905be27-56f8-49c5-982b-036d398ef9b3\" class=\"fn\"><a id=\"6905be27-56f8-49c5-982b-036d398ef9b3-link\" href=\"#6905be27-56f8-49c5-982b-036d398ef9b3\">22<\/a><\/sup><\/li>\n\n\n\n<li class=\"wp-block-list-item\">Roughly half of Hispanic, Black or Asian adults are very worried about people stealing their identity or personal information. Only a third of white adults report feeling this way.<sup data-fn=\"5bbe3644-bcbd-4ec1-b616-a2de382f894f\" class=\"fn\"><a id=\"5bbe3644-bcbd-4ec1-b616-a2de382f894f-link\" href=\"#5bbe3644-bcbd-4ec1-b616-a2de382f894f\">23<\/a><\/sup><\/li>\n\n\n\n<li class=\"wp-block-list-item\">Black identity theft victims express multiple fears surrounding biometrics for identity proofing, including&nbsp; fear of misuse, physical vulnerabilities, and lack of representation and biases in biometric systems.<sup data-fn=\"4366bc2f-f22b-4786-9343-7782141eedbe\" class=\"fn\"><a id=\"4366bc2f-f22b-4786-9343-7782141eedbe-link\" href=\"#4366bc2f-f22b-4786-9343-7782141eedbe\">24<\/a><\/sup><\/li>\n<\/ul>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n<\/details>\n\n\n\n<h3 class=\"wp-block-heading\">Insight 7: Beneficiaries want access to personalized human support, even if it costs them time.<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">&nbsp;<code>Themes: Human support<\/code><\/p>\n\n\n\n<p class=\"has-body-lg-font-size wp-block-paragraph\">When navigating public benefits, even beneficiaries with high digital literacy want human support. They are often willing to endure uncomfortable in-person experiences and long hold times to get it.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote has-gbc-color-periwinkle-500 is-layout-flow wp-block-quote-is-layout-flow\">\n<figure style=\"\" class=\"wp-block-image alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1168\" height=\"1168\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_021_Chris.png\" alt=\"\" class=\"wp-image-28574\" style=\"aspect-ratio:1;object-fit:cover;width:150px\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_021_Chris.png 1168w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_021_Chris-300x300.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_021_Chris-1024x1024.png 1024w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_021_Chris-150x150.png 150w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_021_Chris-768x768.png 768w\" sizes=\"auto, (max-width: 1168px) 100vw, 1168px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cIn spite of me being a very tech-savvy person &#8230; I still find it more comfortable to go in person,&nbsp; because when I do it online there\u2019s that blockade that pops up&#8230; At least when I go up in person, even though I used to have to wait 3 to 6 hours at the [agency], it was worth it because I got some type of direction, or I got a little bit closer to being able to apply.\u201d <\/p>\n<cite>&#8220;Chris,&#8221; Arizona<\/cite><div class=\"quote-block alignfull wp-block-gbc-code-lines\">\n\t<svg class=\"gbc-animate-svg\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 560 83\"><path fill=\"#AEB1B2\" d=\"M203.658 78.325h-3.773v3.994h-2.263v-3.994H194v-2.33h3.773V72h2.263v3.995h3.773v2.33z\"\/><path fill=\"#FF7D58\" d=\"M416.403 81.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.471 1.997 3.471 4.66-.151 2.497-1.66 4.66-3.471 4.66\"\/><path fill=\"#6EADDC\" d=\"M182.465 81.32H85.12c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.812-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M322.682 81.32H215.226c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h107.456c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M528.571 81.32h-97.345c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.812 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M641.57 81.32h-97.345c-2.263 0-4.225-1.997-4.225-4.66 0-2.496 1.811-4.66 4.225-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#48C7BB\" d=\"M379.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M188.2 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66H188.2c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M202.225 63.32h105.341c2.415 0 4.226-1.997 4.226-4.66S309.83 54 307.566 54H202.225c-2.414 0-4.225 2.164-4.225 4.66 0 2.663 1.962 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M399.414 60.319h2.867v2.164h-3.018l-.453 3.994h-1.962l.453-3.994h-3.471l-.453 3.994h-1.962l.453-3.994H389v-2.164h3.019l.453-4.16h-2.868v-2.165h3.018l.453-3.994h2.113l-.453 3.994h3.472l.452-3.994h1.962l-.452 3.994h2.867v2.164h-3.018zm-1.962 0 .453-4.16h-3.471l-.453 4.16z\"\/><path fill=\"#FF7D58\" d=\"M477.122 63.32h-64.896c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h64.896c2.264 0 4.226 1.997 4.226 4.66-.151 2.663-1.962 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M549.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.811 4.66-4.226 4.66\"\/><path fill=\"#AEB1B2\" d=\"M380 17.997c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997m0 8.821c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997\"\/><path fill=\"#98D77F\" d=\"M477.289 27.32h-84.667c-1.962 0-3.622-1.997-3.622-4.66 0-2.496 1.66-4.66 3.622-4.66h84.667c1.962 0 3.622 1.997 3.622 4.66.151 2.663-1.509 4.66-3.622 4.66\"\/><path fill=\"#6EADDC\" d=\"M605.322 27.32H491.829c-2.716 0-4.829-1.997-4.829-4.66 0-2.496 2.113-4.66 4.829-4.66h113.493c2.717 0 4.83 1.997 4.83 4.66s-2.113 4.66-4.83 4.66M505.727 9.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.472 1.997 3.472 4.66-.151 2.497-1.661 4.66-3.472 4.66\"\/><path fill=\"#48C7BB\" d=\"M621.031 9.32h-97.344c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.344c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M439.225 45.32h128.134c2.414 0 4.225-1.997 4.225-4.66S569.773 36 567.359 36H439.225c-2.263 0-4.225 1.997-4.225 4.66s1.811 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M412 37.494c0-2.663 1.358-4.494 3.471-4.494s3.471 1.83 3.471 4.494-1.358 4.493-3.471 4.493c-1.962-.166-3.471-1.997-3.471-4.493m5.282 0c0-1.831-.603-2.83-1.811-2.83-1.056 0-1.811.999-1.811 2.83s.755 2.83 1.811 2.83c1.208-.167 1.811-1.166 1.811-2.83m7.094-4.328h2.113l-9.961 16.145h-2.113zm-2.717 11.817c0-2.663 1.358-4.493 3.471-4.493s3.471 1.83 3.471 4.493-1.358 4.494-3.471 4.494-3.471-1.83-3.471-4.494m5.282 0c0-1.83-.754-2.83-1.811-2.83s-1.811 1-1.811 2.83.755 2.83 1.811 2.83 1.811-.999 1.811-2.83\"\/><path fill=\"#6EADDC\" d=\"M401.031 45.986h-41.504c-2.565 0-4.527-2.163-4.527-4.993S356.962 36 359.527 36h41.504c2.566 0 4.528 2.164 4.528 4.993s-1.962 4.993-4.528 4.993\"\/><path fill=\"#FF7D58\" d=\"M369.908 26.986h-57.501c-2.566 0-4.528-2.164-4.528-4.993S309.841 17 312.407 17h57.501c2.565 0 4.527 2.164 4.527 4.993s-2.113 4.993-4.527 4.993\"\/><path fill=\"#48C7BB\" d=\"M345.006 45.32h-78.781c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.781c1.811 0 3.471 1.997 3.471 4.66s-1.66 4.66-3.471 4.66\"\/><\/svg><\/div>\n<\/blockquote>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><em>Expand for full insights<\/em><\/summary>\n<p class=\"wp-block-paragraph\">People seek out personalized human support for many reasons\u2014whether it\u2019s to troubleshoot technical issues, confirm they\u2019re completing a task correctly, or simply to receive reassurance during a stressful process. As pathways to human support become increasingly rare, even for complex tasks like applying for benefits, many people still want the option to speak with a real person for guidance and clarity. For these individuals, the long wait time required is worth it.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When beneficiaries cannot access human support during application processes, they will commonly turn to informal sources of help, such as family members, friends, or online communities. While this kind of support can be convenient, it also carries risks: People may receive inaccurate advice or unknowingly compromise their personal information, sometimes even leading to identity theft.<\/p>\n\n\n\n<figure style=\"\" class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Digital Doorways: \u201cLauren\u201d Discussing Identity Verification\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/yTorqFpISxU?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<div style=\"\" class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-29271053 wp-block-group-is-layout-grid\">\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em><em><em><em><em><em><em><em>\u201cI think that it&#8217;s good to have a human and that, like, I had, like, a really specific stuff going on when I was applying for SNAP, because my ex husband was claiming the kids, and I was claiming the kids, and I was like, &#8216;Is this going to affect everything?&#8217; And I don&#8217;t know if a chat bot could help in that situation, but it would be nice to have a chat person if you&#8217;re not talking to somebody.&#8221;<\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/p>\n\n\n\n<p class=\"has-subhead-sm-font-size wp-block-paragraph\"><strong>&#8211; &#8220;<strong>Kim,&#8221; Massachusetts<\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em>&#8220;I don&#8217;t normally upload my information\u2026 I prefer to take it to them that way. &#8216;I know you had this handed to you in person,&#8217; and then, usually, when you hand it in person, they&#8217;re supposed to date it, stamp it, and date it that way. It&#8217;s proof that you brought that in there.&#8221;<\/em><\/p>\n\n\n\n<p class=\"has-subhead-sm-font-size wp-block-paragraph\"><strong>&#8211; &#8220;<strong><strong><strong><strong>Talia,&#8221; New York<\/strong><\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"\" class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-29271053 wp-block-group-is-layout-grid\">\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em><em><em><em><em><em>\u201cI need to talk to somebody. I would say, now more than ever, yes, I&#8217;m done talking to a robot. I can&#8217;t do it anymore. I need to talk to a living person. I&#8217;ll do that every time I call an 800 number, I will say, can I please talk to an assistant? Can I talk to some an actual person I don&#8217;t want to talk to, like the automatic call assistant&#8230;certain things that I have to ask somebody. There&#8217;s something that your automatic system just can&#8217;t do for me in depth.\u201d<\/em><\/em><\/em><\/em><\/em><\/em><\/p>\n\n\n\n<p class=\"has-body-sm-font-size wp-block-paragraph\">&#8211; &#8220;<strong><strong>Nancy,&#8221; New York<\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em>I\u2019ve had people who\u2019ve had close people helping them, and then they steal their information. I had one client who was developmentally disabled, who I finally got $6,000 for him &#8230; and his brother who lived with him&#8230; the friday before he was about to get his payment, switched the payment information, and stole that money&#8230; so it\u2019s compounded trauma.\u201d<\/em><\/p>\n\n\n\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><strong>-&#8220;Lily,&#8221; Massachusetts (SME)<\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n<\/details>\n\n\n\n<h3 class=\"wp-block-heading\">Insight 8: Security questions and knowledge-based verification do not reflect diverse life experiences.<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><code>Themes: Account access, privacy, life changes<\/code><\/p>\n\n\n\n<p class=\"has-body-lg-font-size wp-block-paragraph\">Knowledge-based verification (KBV) and security questions best serve those with stable histories and easily-recalled personal details, creating challenges for older beneficiaries, and those with diverse or non-traditional life experiences.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote has-gbc-color-periwinkle-500 is-layout-flow wp-block-quote-is-layout-flow\">\n<figure style=\"\" class=\"wp-block-image alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"656\" height=\"656\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_029_Marlene.png\" alt=\"\" class=\"wp-image-28626\" style=\"aspect-ratio:1;object-fit:cover;width:150px\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_029_Marlene.png 656w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_029_Marlene-300x300.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/08\/Beeck_MOP_029_Marlene-150x150.png 150w\" sizes=\"auto, (max-width: 656px) 100vw, 656px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThe only problem [with KBV] is that I\u2019ve lived in a million places, and sometimes it\u2019s confusing, and I\u2019m older, so, you know, where did I live? &#8230; Usually I recognize the streets &#8230; or, you know, there\u2019s some places where I was a little bit unstable and I don\u2019t remember where I lived.\u201d&nbsp;<\/p>\n<cite>&#8220;Marlene,&#8221; New York<\/cite><div class=\"quote-block alignfull wp-block-gbc-code-lines\">\n\t<svg class=\"gbc-animate-svg\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 560 83\"><path fill=\"#AEB1B2\" d=\"M203.658 78.325h-3.773v3.994h-2.263v-3.994H194v-2.33h3.773V72h2.263v3.995h3.773v2.33z\"\/><path fill=\"#FF7D58\" d=\"M416.403 81.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.471 1.997 3.471 4.66-.151 2.497-1.66 4.66-3.471 4.66\"\/><path fill=\"#6EADDC\" d=\"M182.465 81.32H85.12c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.812-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M322.682 81.32H215.226c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h107.456c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M528.571 81.32h-97.345c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.812 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M641.57 81.32h-97.345c-2.263 0-4.225-1.997-4.225-4.66 0-2.496 1.811-4.66 4.225-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#48C7BB\" d=\"M379.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M188.2 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66H188.2c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M202.225 63.32h105.341c2.415 0 4.226-1.997 4.226-4.66S309.83 54 307.566 54H202.225c-2.414 0-4.225 2.164-4.225 4.66 0 2.663 1.962 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M399.414 60.319h2.867v2.164h-3.018l-.453 3.994h-1.962l.453-3.994h-3.471l-.453 3.994h-1.962l.453-3.994H389v-2.164h3.019l.453-4.16h-2.868v-2.165h3.018l.453-3.994h2.113l-.453 3.994h3.472l.452-3.994h1.962l-.452 3.994h2.867v2.164h-3.018zm-1.962 0 .453-4.16h-3.471l-.453 4.16z\"\/><path fill=\"#FF7D58\" d=\"M477.122 63.32h-64.896c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h64.896c2.264 0 4.226 1.997 4.226 4.66-.151 2.663-1.962 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M549.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.811 4.66-4.226 4.66\"\/><path fill=\"#AEB1B2\" d=\"M380 17.997c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997m0 8.821c0-1.165.755-1.997 1.66-1.997.906 0 1.66.832 1.66 1.997s-.754 1.997-1.66 1.997-1.66-.998-1.66-1.997\"\/><path fill=\"#98D77F\" d=\"M477.289 27.32h-84.667c-1.962 0-3.622-1.997-3.622-4.66 0-2.496 1.66-4.66 3.622-4.66h84.667c1.962 0 3.622 1.997 3.622 4.66.151 2.663-1.509 4.66-3.622 4.66\"\/><path fill=\"#6EADDC\" d=\"M605.322 27.32H491.829c-2.716 0-4.829-1.997-4.829-4.66 0-2.496 2.113-4.66 4.829-4.66h113.493c2.717 0 4.83 1.997 4.83 4.66s-2.113 4.66-4.83 4.66M505.727 9.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.472 1.997 3.472 4.66-.151 2.497-1.661 4.66-3.472 4.66\"\/><path fill=\"#48C7BB\" d=\"M621.031 9.32h-97.344c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.344c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M439.225 45.32h128.134c2.414 0 4.225-1.997 4.225-4.66S569.773 36 567.359 36H439.225c-2.263 0-4.225 1.997-4.225 4.66s1.811 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M412 37.494c0-2.663 1.358-4.494 3.471-4.494s3.471 1.83 3.471 4.494-1.358 4.493-3.471 4.493c-1.962-.166-3.471-1.997-3.471-4.493m5.282 0c0-1.831-.603-2.83-1.811-2.83-1.056 0-1.811.999-1.811 2.83s.755 2.83 1.811 2.83c1.208-.167 1.811-1.166 1.811-2.83m7.094-4.328h2.113l-9.961 16.145h-2.113zm-2.717 11.817c0-2.663 1.358-4.493 3.471-4.493s3.471 1.83 3.471 4.493-1.358 4.494-3.471 4.494-3.471-1.83-3.471-4.494m5.282 0c0-1.83-.754-2.83-1.811-2.83s-1.811 1-1.811 2.83.755 2.83 1.811 2.83 1.811-.999 1.811-2.83\"\/><path fill=\"#6EADDC\" d=\"M401.031 45.986h-41.504c-2.565 0-4.527-2.163-4.527-4.993S356.962 36 359.527 36h41.504c2.566 0 4.528 2.164 4.528 4.993s-1.962 4.993-4.528 4.993\"\/><path fill=\"#FF7D58\" d=\"M369.908 26.986h-57.501c-2.566 0-4.528-2.164-4.528-4.993S309.841 17 312.407 17h57.501c2.565 0 4.527 2.164 4.527 4.993s-2.113 4.993-4.527 4.993\"\/><path fill=\"#48C7BB\" d=\"M345.006 45.32h-78.781c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.781c1.811 0 3.471 1.997 3.471 4.66s-1.66 4.66-3.471 4.66\"\/><\/svg><\/div>\n<\/blockquote>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><em>Expand for full insights<\/em><\/summary>\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"wp-block-paragraph\"><strong><strong>Knowledge-based questions and security questions are commonly confused.&nbsp;<\/strong><\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><em>Security questions<\/em> are based on a \u201csecret\u201d that a user knows, such as the name of their middle school, or their mother\u2019s maiden name. These are set by the user. They are used as a security feature when someone is logging in to an account.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><em>Knowledge-based questions<\/em> are multiple-choice questions based on a user\u2019s private information, such as their credit history. These are auto-generated by the verification system. These are often used to verify someone\u2019s identity.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">With vast volumes of personal information exposed by data breaches in recent years, <strong>neither type of question is considered secure<\/strong>.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">KBV also comes with built-in bias. It relies on matching personal information against data held by credit bureaus or data brokers. If you are credit invisible\u2014meaning you have little or no credit history\u2014your information will not appear in these records. If you are unbanked\u2014having no credit or savings account at a bank or credit union\u2014it\u2019s also less likely that your address or other information will show up in records checks. For those who are unbanked or credit invisible, there will be little data to serve as sources for KBV, meaning it may not be possible for the system to generate questions.<\/p>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\">Beneficiaries often describe their experience with KBV and security questions as neutral or positive, with some feeling that these tools add an extra layer of protection. But individuals who have changed addresses frequently over their lives, or whose memory isn\u2019t as sharp, are more likely to make errors when answering KBV prompts. This can result in being locked out of accounts or facing delays in access.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Beneficiaries often see security questions as a more convenient alternative to multi-factor authentication when trying to recover account access. At the same time, pre-set security questions often fail to reflect people\u2019s diverse backgrounds\u2014for example, assuming a two-parent household or a single childhood phone number. Like passwords, security questions can also be difficult to remember, prompting some people to create workarounds, such as saving screenshots of their answers\u2014actions that can ultimately compromise their account security.&nbsp;<\/p>\n\n\n\n<figure style=\"\" class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Digital Doorways: \u201cSophia\u201d Discussing Security Questions\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/w7Sg4I136kk?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<div style=\"\" class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-0e82c502 wp-block-group-is-layout-grid\">\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em><em><em><em><em><em><em><em><em><em><em><em><em><em><em><em><em>\u201cSecurity questions are usually pre-set, and in the pre-set it\u2019s usually like, \u2018When were you married? What\u2019s your spouse\u2019s name? What are your kids\u2019 names?\u2019 I\u2019m not married, I don\u2019t have kids &#8230;like asking me what my childhood phone number was, I mean, I had three &#8230; or \u2018what was the address?\u2019 You know, there\u2019s certain questions, especially in today\u2019s world where people are very transient &#8230; [that] can be very ambiguous.\u201d<\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/p>\n\n\n\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><strong>&#8211; &#8220;Sophia,&#8221; New York<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em>\u201c[It] wasn\u2019t difficult for me to remember the answer to the<\/em> <em>[security] questions &#8230; depending on the question you<\/em> <em>choose. Because if people really know you, they\u2019re like, &#8216;Yeah, I know her first grade teacher was Mr. Johnson.\u2019<\/em> <em>That\u2019s not too good, right? So you have a choice within<\/em> <em>the questions, what you want to choose, which is great.\u201d<\/em><\/p>\n\n\n\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><strong>&#8211; &#8220;Xandra,&#8221; New York<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em><em>\u201cI don\u2019t like [security questions] because then &#8230; I\u2019ll be like,<\/em> <em>what did I answer for it? Because sometimes I forget what I did. But I know if it asks us for your mom or your mom\u2019s maiden name, I can always remember that, because that doesn\u2019t change.\u201d<\/em><\/em><\/p>\n\n\n\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><strong>&#8211; &#8220;Selena,&#8221; Arizona<\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"wp-block-paragraph\"><strong><strong><strong>Putting it in context<\/strong><\/strong><\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">In 2023, 14.2% of U.S. households (19 million households) were considered underbanked and 4.2% (5.6 million households) were unbanked.<sup data-fn=\"16b7fcbb-f523-4d33-b097-7f6eb4360415\" class=\"fn\"><a id=\"16b7fcbb-f523-4d33-b097-7f6eb4360415-link\" href=\"#16b7fcbb-f523-4d33-b097-7f6eb4360415\">25<\/a><\/sup><\/li>\n\n\n\n<li class=\"wp-block-list-item\">As of 2022, 28 million American adults were credit invisible.<sup data-fn=\"b92f029b-23b8-43c4-a7d0-3faf4b2f2642\" class=\"fn\"><a id=\"b92f029b-23b8-43c4-a7d0-3faf4b2f2642-link\" href=\"#b92f029b-23b8-43c4-a7d0-3faf4b2f2642\">26<\/a><\/sup><\/li>\n\n\n\n<li class=\"wp-block-list-item\">Young people (18-29 year olds), Black, Hispanic, and Native Americans, low-income, and disabled people are all more likely to be unbanked or lack credit.<sup data-fn=\"44ae485e-91ab-4fd3-8e26-9bac0a93864d\" class=\"fn\"><a id=\"44ae485e-91ab-4fd3-8e26-9bac0a93864d-link\" href=\"#44ae485e-91ab-4fd3-8e26-9bac0a93864d\">27<\/a><\/sup><\/li>\n<\/ul>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n<\/details>\n\n\n\n<h3 class=\"wp-block-heading\">Insight 9: Not all friction is equal\u2014some helps, some harms.&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><code>Themes: Security, account access, trust<\/code><\/p>\n\n\n\n<p class=\"has-body-lg-font-size wp-block-paragraph\">Additional layers of security can make people feel their information is being protected, but can also present a barrier when seen as disproportionate to the level of risk.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote has-gbc-color-periwinkle-500 is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u201cI had to do a virtual call with an assistant as well to double, I think, quadruple verify that I\u2019m me, which is fine because, of course, I do not want to go to jail for fraud. But I was just like, \u2018God, just imagine if this was an emergency. I don\u2019t have time to wait for a virtual phone call &#8230; I give you all this information. Can we just go ahead?\u2019 &#8230; So it\u2019s tedious. I understand it\u2019s easy to steal someone\u2019s information, but I was just really hoping it wouldn\u2019t have to be so much.\u201d<\/p>\n<cite>&#8220;Nancy,&#8221; New York<\/cite><div class=\"quote-block alignfull wp-block-gbc-code-lines\">\n\t<svg class=\"gbc-animate-svg\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 560 83\"><path fill=\"#AEB1B2\" d=\"M203.658 78.325h-3.773v3.994h-2.263v-3.994H194v-2.33h3.773V72h2.263v3.995h3.773v2.33z\"\/><path fill=\"#FF7D58\" d=\"M416.403 81.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.471 1.997 3.471 4.66-.151 2.497-1.66 4.66-3.471 4.66\"\/><path fill=\"#6EADDC\" d=\"M182.465 81.32H85.12c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.812-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#98D77F\" d=\"M322.682 81.32H215.226c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h107.456c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M528.571 81.32h-97.345c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.812 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M641.57 81.32h-97.345c-2.263 0-4.225-1.997-4.225-4.66 0-2.496 1.811-4.66 4.225-4.66h97.345c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#48C7BB\" d=\"M379.331 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h58.105c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M188.2 63.32h-58.105c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66H188.2c2.264 0 4.226 1.997 4.226 4.66s-1.962 4.66-4.226 4.66\"\/><path fill=\"#6EADDC\" d=\"M202.225 63.32h105.341c2.415 0 4.226-1.997 4.226-4.66S309.83 54 307.566 54H202.225c-2.414 0-4.225 2.164-4.225 4.66 0 2.663 1.962 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M399.414 60.319h2.867v2.164h-3.018l-.453 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2.663-1.509 4.66-3.622 4.66\"\/><path fill=\"#6EADDC\" d=\"M605.322 27.32H491.829c-2.716 0-4.829-1.997-4.829-4.66 0-2.496 2.113-4.66 4.829-4.66h113.493c2.717 0 4.83 1.997 4.83 4.66s-2.113 4.66-4.83 4.66M505.727 9.32h-78.932c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.932c1.811 0 3.472 1.997 3.472 4.66-.151 2.497-1.661 4.66-3.472 4.66\"\/><path fill=\"#48C7BB\" d=\"M621.031 9.32h-97.344c-2.264 0-4.226-1.997-4.226-4.66 0-2.496 1.811-4.66 4.226-4.66h97.344c2.264 0 4.226 1.997 4.226 4.66 0 2.497-1.811 4.66-4.226 4.66\"\/><path fill=\"#FF7D58\" d=\"M439.225 45.32h128.134c2.414 0 4.225-1.997 4.225-4.66S569.773 36 567.359 36H439.225c-2.263 0-4.225 1.997-4.225 4.66s1.811 4.66 4.225 4.66\"\/><path fill=\"#AEB1B2\" d=\"M412 37.494c0-2.663 1.358-4.494 3.471-4.494s3.471 1.83 3.471 4.494-1.358 4.493-3.471 4.493c-1.962-.166-3.471-1.997-3.471-4.493m5.282 0c0-1.831-.603-2.83-1.811-2.83-1.056 0-1.811.999-1.811 2.83s.755 2.83 1.811 2.83c1.208-.167 1.811-1.166 1.811-2.83m7.094-4.328h2.113l-9.961 16.145h-2.113zm-2.717 11.817c0-2.663 1.358-4.493 3.471-4.493s3.471 1.83 3.471 4.493-1.358 4.494-3.471 4.494-3.471-1.83-3.471-4.494m5.282 0c0-1.83-.754-2.83-1.811-2.83s-1.811 1-1.811 2.83.755 2.83 1.811 2.83 1.811-.999 1.811-2.83\"\/><path fill=\"#6EADDC\" d=\"M401.031 45.986h-41.504c-2.565 0-4.527-2.163-4.527-4.993S356.962 36 359.527 36h41.504c2.566 0 4.528 2.164 4.528 4.993s-1.962 4.993-4.528 4.993\"\/><path fill=\"#FF7D58\" d=\"M369.908 26.986h-57.501c-2.566 0-4.528-2.164-4.528-4.993S309.841 17 312.407 17h57.501c2.565 0 4.527 2.164 4.527 4.993s-2.113 4.993-4.527 4.993\"\/><path fill=\"#48C7BB\" d=\"M345.006 45.32h-78.781c-1.811 0-3.471-1.997-3.471-4.66 0-2.496 1.509-4.66 3.471-4.66h78.781c1.811 0 3.471 1.997 3.471 4.66s-1.66 4.66-3.471 4.66\"\/><\/svg><\/div>\n<\/blockquote>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><em>Expand for full insights<\/em><\/summary>\n<p class=\"wp-block-paragraph\">Digital identity processes can involve phone calls, video chats, visits to multiple websites, file uploads, and trips to the post office. Sometimes, these steps are seen only as unfair burdens. Recall \u201cKim\u201d from Massachusetts\u2019s observation, <em>\u201cThey seem to know who I am when they want me to pay taxes and everything. But then all of a sudden, when they\u2019re supposed to be doing something for me, they\u2019re like, \u2018Well, do I know you? Who are you?\u2019\u201d&nbsp;<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Other times, these multiple layers of security instill confidence that an institution is doing all it can to keep personal information safe. Even those who feel uneasy about certain parts of the process, like submitting a photo of their face, are often willing to comply if they believe it genuinely enhances the security of their accounts.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But these positive feelings can quickly fade when beneficiaries are asked to submit the same information repeatedly, without being told why. Instead of enhancing security, they start to see inefficiency, or even intentional deceptiveness. \u201cSeth\u201d from Massachusetts described what this feels like: <em>\u201cIf you look at it closely, it\u2019s the same question, like, four or five times, and it\u2019s like, \u2018Um, are you trying to trick me into, like, making a mistake?\u2019\u201d<\/em><\/p>\n\n\n\n<figure style=\"\" class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Digital Doorways: \u201cNancy\u201d Discussing Identity Verification\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/tquFeCJYE00?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<div style=\"\" class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-29271053 wp-block-group-is-layout-grid\">\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em><em><em><em><em><em><em><em><em>&#8220;I feel more secure when I have to show my face or share a photo.<\/em>&#8220;<\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/p>\n\n\n\n<p class=\"has-subhead-sm-font-size wp-block-paragraph\"><strong>&#8211; &#8220;<strong>Lauren,&#8221; New York<\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em><em>\u201cI like that [identity proofing] is extra security before I<\/em> <em>give all my information up.\u201d<\/em><\/em><\/p>\n\n\n\n<p class=\"has-subhead-sm-font-size wp-block-paragraph\"><strong>&#8211; &#8220;<strong><strong><strong><strong><strong><strong>Frank,&#8221; Arizona<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"\" class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-29271053 wp-block-group-is-layout-grid\">\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em><em><em><em><em><em><em>\u201cWhatever I was like, \u2018You just want to make sure that I\u2019m<\/em> <em>[me].\u2019 I understand why they do that, to make sure that the photo on the ID matches the photo [of] the person doing it, so that, I guess, made me feel on one hand a little bit more comfortable &#8230; that\u2019s an extra verification process\u2026validating that my ID matches my physical face.\u201d<\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/p>\n\n\n\n<p class=\"has-body-sm-font-size wp-block-paragraph\">&#8211; <strong><strong><strong><strong><strong>&#8220;Sophia,&#8221; New York<\/strong><\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-navy-background-color has-background is-vertical is-layout-flex wp-container-core-group-is-layout-86060910 wp-block-group-is-layout-flex\" style=\"--border-radius-top-left: 24px;--border-radius-top-right: 8px;--border-radius-bottom-right: 8px;--border-radius-bottom-left: 8px;min-height:100%;padding-top:var(--wp--preset--spacing--32);padding-right:var(--wp--preset--spacing--16);padding-bottom:var(--wp--preset--spacing--32);padding-left:var(--wp--preset--spacing--16)\">\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><em><em><em>\u201cWhen you make an account&#8230; every single time you log in, you have to go through like, 10 steps to actually get to the application. They want you to do Face ID or<\/em> a Zoom call where you\u2019re talking to an actual person, and they see you, and you gotta hold up your ID &#8230; And I understand that making this secure, but it\u2019s also very tedious, like, why do we have to keep checking all these<\/em> <em>boxes every single time?\u201d<\/em><\/em><\/p>\n\n\n\n<p class=\"has-body-sm-font-size wp-block-paragraph\"><strong>&#8211; <strong><strong><strong><strong>&#8220;Seth,&#8221; Massachusetts<\/strong>&nbsp;<\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div>\n<\/div>\n<\/details>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"recommendations\">Recommendations<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The insights above present an array of opportunities for designing digital identity processes that better acknowledge and accommodate the diverse lived experience of beneficiaries.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Below, we offer a set of recommendations to help you make these opportunities a reality, divided into three categories: <strong>Building Trust<\/strong>,<strong> Account Creation and Authentication<\/strong>, and<strong> Identity Proofing.&nbsp;<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We recognize that state agencies are all at different stages of their identity management design and implementation journeys. We also know that, in the coming months and years, agencies will continue to have to make choices about which improvements to prioritize. The recommendations below include opportunities for agencies at different points of the identity management life cycle. Some may require additional resources to enact, while others can be achieved using existing staffing and resources.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Additionally, agencies can prioritize a selection of the recommendations based on their clients\u2019 needs and available resources, instead of implementing all of them simultaneously.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>For each recommendation, use the drop down to see more detailed suggestions<\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Building Trust<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">These recommendations focus on increasing human support and transparency around digital identity processes and requirements. (See insights above labeled with the themes <strong>trust<\/strong><strong> <\/strong>and <strong>human support<\/strong>.)&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li class=\"has-body-lg-font-size wp-block-list-item\"><strong>Build trust by providing simple explanations of how people\u2019s data will be used.<\/strong>&nbsp;<\/li>\n<\/ol>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><em>Expand to see how to do this<\/em><\/summary>\n<p class=\"wp-block-paragraph\">How to do this:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Explain privacy policies and data sharing and retention practices in easy-to-understand, plain language. <\/strong>Test these explanations with real people to ensure clarity and efficacy (note that adding too much text can create additional cognitive overload).&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Clearly explain how the platform integrates and shares data with other systems<\/strong>\u2014for example, systems run by other government agencies, external data verification sources, and particularly third-party platforms used for identity proofing.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Clearly explain to beneficiaries why they may need to provide the same information multiple times<\/strong>, such as when applying for different benefits programs within the same state. For example, clarify that agencies managing separate programs may intentionally not share data with each other.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Minimize the information you collect to only necessary data points<\/strong>. Having to explain the rationale for what you\u2019re collecting should encourage you to request only what\u2019s required to determine someone\u2019s identity and\/or eligibility.&nbsp;<\/li>\n<\/ul>\n<\/details>\n\n\n\n<ol start=\"2\" class=\"wp-block-list\">\n<li class=\"has-body-lg-font-size wp-block-list-item\"><strong>Invest in maintaining and strengthening human support pathways. <\/strong><\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Even beneficiaries who are comfortable using technology and self-service pathways want access to human support. For some beneficiaries\u2014older adults, those without access to a computer or smartphone, or people with disabilities\u2014human support might be the difference between accessing benefits and going without.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Account Creation and Authentication<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">These recommendations relate to creating risk-based account creation and authentication processes that can help beneficiaries make secure choices while ensuring accessibility. (See insights above labeled with the themes <strong>account creation<\/strong>,<strong> <\/strong><strong>privacy<\/strong>,<strong> <\/strong><strong>security<\/strong>,<strong> <\/strong><strong>device access<\/strong>, and<strong> <\/strong><strong>life changes<\/strong>.)<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li class=\"has-body-lg-font-size wp-block-list-item\"><strong>Take a risk-based approach to evaluating whether a specific interaction or transaction requires an account.<\/strong><\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">In this context, \u201crisk-based\u201d means designing processes that are proportionate to the sensitivity of your system\u2019s data and interactions. Higher sensitivity equals higher risk.&nbsp;<\/p>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><em>Expand to see how to do this<\/em><\/summary>\n<p class=\"wp-block-paragraph\">How to do this:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Consider the types of transactions a person might need to perform on a portal or as part of an application.<\/strong> Ask things like: Will someone interact with the system multiple times, or just once? Are people only submitting information, or can they also access past transactions and information? Is there any sensitive information they might be able to view or change in the system? Is there a scenario where someone might not need an account to start (e.g., submitting information), but could make an account later?&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><a href=\"https:\/\/pages.nist.gov\/800-63-4\/\">NIST\u2019s Digital Identity Guidelines<\/a> and the <a href=\"https:\/\/digitalgovernmenthub.org\/get-involved\/collaborative-research-on-digital-identity-in-public-benefits-delivery\/\">resources developed for the BalanceID<\/a> project will help you assess your system\u2019s level of risk and determine which account and verification features will keep it and its users safe.&nbsp;&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Make creating an account, when required, easy and quick.<\/strong> As noted above, assess specific interactions within your system to determine if account creation is needed. If you do offer or require account creation, users should not need to enter many data points to set up accounts. That said, giving users the option to attach multiple contact methods to an account, such as a physical address, email address, and phone number, can help ease account re-access if a user loses access to one contact channel, such as their email address.<\/li>\n<\/ul>\n<\/details>\n\n\n\n<ol start=\"2\" class=\"wp-block-list\">\n<li class=\"has-body-lg-font-size wp-block-list-item\"><strong>Structure the password creation process to make it easier for beneficiaries to make strong security choices.<\/strong><\/li>\n<\/ol>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><em><em>Expand to see how to do this<\/em><\/em><\/summary>\n<p class=\"wp-block-paragraph\">How to do this:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Align with <\/strong><a href=\"https:\/\/pages.nist.gov\/800-63-4\/sp800-63b.html#appA\"><strong>NIST\u2019s guidelines on password requirements<\/strong><\/a><strong>. <\/strong>These include:\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">Not imposing specific composition rules, such as requiring special characters<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Not requiring users to update passwords periodically<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Passwords that are hard to remember can be counterproductive for security, and complex requirements are unlikely to lead to more secure passwords.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Allow beneficiaries to use a password manager when creating an account. <\/strong>This will discourage less safe strategies for remembering passwords, such as writing them down.&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Set up easy, customer-centered password recovery. <\/strong>For beneficiaries who do forget their password, it should be easy to reset through self-service mechanisms or with human support\u2014even if they no longer have access to their initial email account used to set up the account. This is more feasible if a person chooses to associate multiple communications channels (e.g., email, phone number, physical address) with their account.&nbsp;&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Encourage users to generate passphrases instead of passwords. <\/strong>Passphrases\u2014longer sequences of random words\u2014have proven more secure than passwords and, when user-generated, are more memorable.<sup data-fn=\"8f8909ae-0018-4c5e-82b5-455ed8e9cbda\" class=\"fn\"><a id=\"8f8909ae-0018-4c5e-82b5-455ed8e9cbda-link\" href=\"#8f8909ae-0018-4c5e-82b5-455ed8e9cbda\">28<\/a><\/sup><\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Consider other emerging authentication measures, such as <\/strong><a href=\"https:\/\/digitalgovernmenthub.org\/publications\/digital-identity-glossary\/\"><strong>passkeys<\/strong><\/a>\u2014a passwordless authentication credential that leverages public-key cryptography.<strong> <\/strong>(Note that this approach will <strong>not<\/strong> work for all users, so should not be a requirement for account access.)<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"wp-block-paragraph\"><strong>Reminder:<\/strong> Individuals often prioritize convenience and concerns about re-access over security.<\/p>\n<\/div>\n<\/details>\n\n\n\n<ol start=\"3\" class=\"wp-block-list\">\n<li class=\"has-body-lg-font-size wp-block-list-item\"><strong>Provide multiple pathways for individuals to successfully use MFA, and clear information about why MFA is needed.&nbsp;<\/strong><\/li>\n<\/ol>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><em><em>Expand to see how to do this<\/em><\/em><\/summary>\n<p class=\"wp-block-paragraph\">How to do this:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>When using accounts with MFA, offer multiple MFA options at the time of account set-up<\/strong>, recognizing that no approach will work for all users. The more options you can support, the better. Having multiple MFA options in place can also help prevent account lock-outs and enable account recovery.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">You can use different kinds of \u201cauthenticators\u201d for MFA, such as passwords, security tokens, and Face ID. These vary in their security, and how well they work for different user groups. <a href=\"https:\/\/digitalgovernmenthub.org\/publications\/digital-identity-101-an-introduction-to-digital-identity-in-public-benefits-programs\/#section-4-authentication\">Learn more about MFA options<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Be sure to give users choices, so the system works for people with different devices, skills, and circumstances.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Use recovery contacts as a method for account recovery.<\/strong> A <a href=\"https:\/\/pages.nist.gov\/800-63-4\/sp800-63b.html#sec6\">recovery contact<\/a> allows a beneficiary to name another trusted person as the recipient of a recovery code. Recovery contacts <em>can<\/em> present challenges\u2014for example, someone\u2019s relationship to a trusted contact can change, or the recovery contact might abuse the account owner\u2019s trust. However, recovery contacts can provide a useful pathway for beneficiaries to regain access to an account even if they lose access to email addresses or phone numbers.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Provide clear explanations for how MFA keeps users\u2019 information safe. <\/strong>MFA can feel burdensome. Being transparent about its value may help beneficiaries feel more confident and comfortable completing the required MFA processes.&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Avoid security questions (or rethink them if necessary). <\/strong>Security questions are not recommended as a best practice. Despite this, many agencies currently use them as an MFA option, or, in some cases, the only MFA pathway.<sup data-fn=\"9fea930f-1348-4b90-8704-e3915d1bc2a5\" class=\"fn\"><a id=\"9fea930f-1348-4b90-8704-e3915d1bc2a5-link\" href=\"#9fea930f-1348-4b90-8704-e3915d1bc2a5\">29<\/a><\/sup> If you are already using security questions, consider retiring or replacing them with other kinds of authenticators at the earliest opportunity. In the meantime, use improved practices<sup data-fn=\"d7a4e979-9d7f-4531-bb32-69a80874fa88\" class=\"fn\"><a id=\"d7a4e979-9d7f-4531-bb32-69a80874fa88-link\" href=\"#d7a4e979-9d7f-4531-bb32-69a80874fa88\">30<\/a><\/sup> to ensure that questions are:\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">Memorable (something that can be immediately recalled)<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Confidential (e.g., a hacker cannot find the answers by looking through a beneficiary\u2019s social media account)<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Consistent (answers won\u2019t change over time)<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Simple (cannot be easily misinterpreted)&nbsp;&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Trauma-informed and sensitive to the varied life experiences of individuals<sup data-fn=\"e8775ef2-818d-400f-b735-1145b2aaeaad\" class=\"fn\"><a id=\"e8775ef2-818d-400f-b735-1145b2aaeaad-link\" href=\"#e8775ef2-818d-400f-b735-1145b2aaeaad\">31<\/a><\/sup>&nbsp;<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Be sure to offer multiple questions to choose from.<\/p>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"wp-block-paragraph\"><strong>Reminder: <\/strong>Answers to security questions can be forgotten, are vulnerable to attack, and often do not work well for the varied life experiences of individuals.<\/p>\n<\/div>\n<\/details>\n\n\n\n<ol start=\"4\" class=\"wp-block-list\">\n<li class=\"has-body-lg-font-size wp-block-list-item\"><strong>Ensure there are clear and easy-to-use pathways for individuals to regain access to accounts and reset passwords.<\/strong><\/li>\n<\/ol>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><em><em>Expand to see how to do this<\/em><\/em><\/summary>\n<p class=\"wp-block-paragraph\">How to do this:<strong>&nbsp;<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Make clear to users how to update their credentials when needed<\/strong>\u2014for example, how to reset their password. Ideally, this can be done through a self-service pathway (e.g., using an existing MFA option), but human support (such as a call center or customer support email address) should be available to provide information about the process to individuals who struggle with the self-service option.&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Support account and password reset processes,<\/strong> both directly\u2014through plain-language instructions\u2014and by offering call center support. Support may come from within a benefits-administering agency or a central, state-level IT program, for example, if a benefits application is integrated with a state\u2019s single sign-on system.<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><strong>Help users prevent and merge duplicate accounts. <\/strong>Many agencies already have systems in place to prevent users from creating duplicate accounts, and merge duplicate accounts when necessary. Having multiple unlinked accounts can make it harder for users to manage their interactions with government agencies. Agencies can address and prevent duplicate accounts within their system (e.g., reviewing records and identifying potential duplicate accounts). Agencies may also enable users to merge their accounts themselves by helping them identify potential duplicate accounts and, with appropriate verification in place, allowing them to merge those accounts. Agencies may consider adding prompting language to the account creation process reminding users to check whether they already have an existing account. However, the burden to prevent duplicate accounts should not be placed on beneficiaries.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">We know that securely managing duplicate accounts can be a challenge for many government agencies. We are eager to work with state and local leaders who are interested in addressing this issue.&nbsp;<\/p>\n<\/details>\n\n\n\n<h3 class=\"wp-block-heading\">Identity Proofing<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">These recommendations relate to approaching things like biometrics, ID document uploads, and mobile driver\u2019s licenses (mDLs), with attention to beneficiaries\u2019 diverse skills and wide-ranging life circumstances.&nbsp; (See insights above labeled with the themes <code><strong>security<\/strong>, <strong>account access<\/strong>,<strong> human support<\/strong><\/code>, and<strong> <code>life changes<\/code><\/strong>.)&nbsp;<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li class=\"has-body-lg-font-size wp-block-list-item\"><strong>Take a risk-based approach to online identity proofing. <\/strong><\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Assess whether it\u2019s necessary for a given transaction, and to what extent. This includes considering where in the user journey identity proofing occurs. For example, you may not need identity proofing before account creation or submission, but it could be introduced later\u2014such as before issuing payments or for applicants requiring additional screening.<\/p>\n\n\n\n<ol start=\"2\" class=\"wp-block-list\">\n<li class=\"has-body-lg-font-size wp-block-list-item\"><strong>If proofing is necessary, ensure there are multiple ways for beneficiaries to prove their identities<\/strong>.&nbsp;<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Beneficiaries want their private information to be secure, but also want to be able to successfully apply for and manage their benefits through the channels that work best for them. Be cognizant of how different options may work more or less well for different groups.<\/p>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><em><em>Expand to see how to do this<\/em><\/em><\/summary>\n<p class=\"wp-block-paragraph\">How to do this:&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Offer in-person proofing options for those who prefer them. <\/strong>While in-person identity proofing options may not be convenient for all users, some individuals will find providing identity documents in-person to be more comfortable or accessible. Agencies should continue to provide this option, whether through visits to agency offices, or in partnership with other government agencies or trusted local service providers, such as public libraries.<\/p>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"wp-block-paragraph\"><strong>Reminder:<\/strong> Knowledge-based verification (KBV) is not recommended as a security practice by federal agencies, including NIST and the <a href=\"https:\/\/www.gao.gov\/products\/gao-19-288\">Government Accountability Office<\/a>, as much of the data used to populate KBV questions\u2014data held by credit bureaus or data brokers\u2014has been exposed in data breaches. And, as noted above, KBV presents challenges to people who are credit invisible or unbanked, older adults, people with memory problems, and individuals who have changed addresses many times or experienced other types of life changes.<\/p>\n<\/div>\n<\/details>\n\n\n\n<ol start=\"3\" class=\"wp-block-list\">\n<li class=\"has-body-lg-font-size wp-block-list-item\"><strong>Be cautious about adopting alternatives like biometrics and mobile driver\u2019s licenses. <\/strong><\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Emerging technologies should be carefully evaluated and only used with strong guardrails.&nbsp;<\/p>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><em><em>Expand to see how to do this<\/em><\/em><\/summary>\n<p class=\"wp-block-paragraph\">How to do this:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Do not default to biometrics. <\/strong>Biometrics come with biases and usability issues, particularly for historically marginalized groups. Additionally, collecting biometrics as part of identity proofing means that someone (likely a third-party vendor) must be responsible for managing the retention and deletion of biometric records. Biometrics are much harder to change than passwords if exposed in a breach.<sup data-fn=\"93317bbb-2e2f-40d7-8bbb-0a2049111d76\" class=\"fn\"><a id=\"93317bbb-2e2f-40d7-8bbb-0a2049111d76-link\" href=\"#93317bbb-2e2f-40d7-8bbb-0a2049111d76\">32<\/a><\/sup><\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"wp-block-paragraph\"><strong>Reminder:<\/strong> Biometric facial recognition tools continue to have mixed performances, with some products having higher error rates for people of color, women, older adults, and those whose gender expression has changed, with the highest rates among Black women. Additionally, individuals are often wary of sharing a photo of their face with a computer system\u2014a task that also assumes they have easy access to a fully-functioning smartphone.<\/p>\n<\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Approach the integration of <\/strong><a href=\"https:\/\/www.aamva.org\/jurisdiction-data-maps#anchorformdlmap\"><strong>mobile driver\u2019s license programs<\/strong><\/a><strong> with caution, and employ strong privacy guardrails and data minimization practices.<\/strong> An increasing number of states are developing and deploying mDLs. This can present new pathways to securely verify peoples&#8217; identities, but also new risks for misuse. If your state is developing an mDL and your agency has an opportunity to integrate it into your processes, assess what data protections and additional guardrails exist to protect user privacy and minimize the risks of surveillance.<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-group has-border-color has-primary-light-border-color has-primary-light-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:16px\">\n<p class=\"wp-block-paragraph\"><strong>Further reading: <\/strong>For more on the promise and risks of mDLs, see:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">Doty, N. (2025, April 11). Digital IDs must be safe, secure and accessible. Center for Democracy and Technology.&nbsp; <a href=\"https:\/\/cdt.org\/insights\/digital-ids-must-be-safe-secure-and-accessible\/\">https:\/\/cdt.org\/insights\/digital-ids-must-be-safe-secure-and-accessible\/<\/a>&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Quay-de la Vallee, H., &amp; Yang, M. (2023, April 7). <a href=\"https:\/\/cdt.org\/insights\/low-visibility-ahead-mobile-state-ids-may-prevent-fraud-in-digital-identity-verification-but-pose-threats-to-privacy\/\"><em>Low visibility ahead: Mobile state IDs may prevent fraud in digital identity verification, but pose threats to privacy<\/em><\/a>, Center for Democracy and Technology. https:\/\/cdt.org\/insights\/low-visibility-ahead-mobile-state-ids-may-prevent-fraud-in-digital-identity-verification-but-pose-threats-to-privacy\/<\/li>\n\n\n\n<li class=\"wp-block-list-item\"><a href=\"https:\/\/www.aclu.org\/publications\/identity-crisis-what-digital-drivers-licenses-could-mean-privacy-equity-and-freedom\">https:\/\/www.aclu.org\/publications\/identity-crisis-what-digital-drivers-licenses-could-mean-privacy-equity-and-freedom<\/a><\/li>\n<\/ul>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n<\/details>\n\n\n\n<h2 class=\"wp-block-heading\">What&#8217;s next<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In addition to the recommendations above, our research has pointed to several areas worthy of further exploration and questioning. We hope benefits-administering agencies, CBOs, policymakers, advocates, and philanthropic funders will consider how to engage these opportunities as next steps in their own work.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Additional research with individuals who face greater barriers to accessing public benefits<\/strong>. We advocate for additional research with populations who are likely to experience the most difficulty with digital identity processes. This includes adults over 65, people with disabilities, identity theft victims, individuals living in rural communities, individuals with limited English proficiency, and beneficiaries without technology or broadband access. More time with more people will offer a fuller picture of common barriers and illuminate potential solutions.&nbsp;<\/li>\n<\/ol>\n\n\n\n<ol start=\"2\" class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Usability testing and observational research. <\/strong>Above, we note that one limitation of qualitative interviewing is a lack of insight into real-time feedback. To deepen the insights included in this report, we advocate for live usability testing sessions where&nbsp; beneficiaries interact with digital identity processes\u2014allowing researchers to observe real-time emotional responses, implicit behaviors, technical and process-oriented difficulties, and areas of confusion. We encourage states to lead on this research, as they have the most power to make changes to digital identity processes based on what they learn.&nbsp;<\/li>\n<\/ol>\n\n\n\n<ol start=\"3\" class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><strong>Co-creation of design patterns for account creation, ongoing account access, and identity proofing. <\/strong>Benefits systems across the country use different designs for their digital identity processes. Co-created design patterns\u2014blueprints for digital identity processes that could be used across states\u2014could reduce the labor and resources needed to design these processes, <em>and<\/em> ensure systems work well for the people who use them. Agencies and CBOs might work towards the recommendations above by including beneficiaries in the design of reusable design patterns\u2014a collaborative approach that guarantees their needs are baked into the foundation of these systems. We believe an open-source design pattern library would be a valuable public good.&nbsp;&nbsp;&nbsp;<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">To learn more:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">Join the <a href=\"https:\/\/digitalgovernmenthub.org\/get-involved\/digital-benefits-network-digital-identity-community-of-practice\/\">Digital Identity Community of Practice<\/a>, hosted by the Digital Benefits Network, to join other stakeholders from across state, local, tribal and territorial government; federal government; direct service providers; advocacy organizations; academia; and industry to foster shared learning, dialogue, and collaboration. The community is open to all regardless of technical background.<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Review related resources on the <a href=\"https:\/\/digitalgovernmenthub.org\/topics\/digital-identity\/\">Digital Government Hub<\/a>.&nbsp;<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Contact the Digital Benefits Network\u2019s digital identity team at digID@georgetown.edu.<\/li>\n<\/ul>\n\n\n<div class=\"separator alignfull wp-block-gbc-code-lines\">\n\t<svg class=\"gbc-animate-svg\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 550 23\"><path fill=\"#BBBCBC\" d=\"M3.282 13.933v-5.83h1.386v5.83zM.99 11.666v-1.295h5.972v1.295z\"\/><rect width=\"50\" height=\"3\" x=\"14.961\" y=\"9.518\" fill=\"#6EADDC\" rx=\"1.5\"\/><rect width=\"250\" height=\"3\" x=\"72.961\" y=\"9.518\" fill=\"#00B5E2\" rx=\"1.5\"\/><path fill=\"#BBBCBC\" d=\"M333.254 13.933v-5.83h1.387v5.83zm-2.293-2.267v-1.295h5.973v1.295z\"\/><circle cx=\"347.289\" cy=\"11.018\" r=\"2.355\" fill=\"#00B5E2\"\/><circle cx=\"360\" cy=\"11.018\" r=\"2.355\" fill=\"#ED5124\"\/><rect width=\"100\" height=\"3\" x=\"370.355\" y=\"9.518\" fill=\"#5FA343\" rx=\"1.5\"\/><circle cx=\"480.71\" cy=\"11.018\" r=\"2.355\" fill=\"#00B5E2\"\/><path fill=\"#BBBCBC\" d=\"m497.038 14.037-5.972-2.319v-1.4L497.038 8v1.347l-5.467 2.047v-.751l5.467 2.047z\"\/><rect width=\"30\" height=\"3\" x=\"505.038\" y=\"9.518\" fill=\"#ED5124\" rx=\"1.5\"\/><path fill=\"#BBBCBC\" d=\"M543.038 14.037V12.69l5.467-2.047v.751l-5.467-2.047V8l5.972 2.319v1.399z\"\/><\/svg><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Acknowledgements<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The DBN and PPL teams would like to thank each of the 29 beneficiaries and four subject matter experts we spoke to in Arizona, Massachusetts, and New York for sharing their expertise and lived experiences with us. This study could only exist thanks to their openness and generosity, and our hope is that the work will ultimately lead them to enjoy more friendly and trustworthy experiences with benefits service delivery. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Our community partners\u2014Just A Start (MA), Wildfire AZ, Greater Boston Legal Services, Pima County Public Library System, Yonkers Public Library, and Boston Public Library\u2014also made this work possible, by offering their time, expertise, resources, and connections. Thanks to these organizations, our teams were able to meet diverse beneficiaries, learn from subject-matter experts who support these beneficiaries every day, and host interviews in comfortable and accessible spaces. Your support was critical to this research, just as it is critical to beneficiaries seeking public benefits in your communities.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This report was authored by Rachel Meade Smith and Elizabeth Bynum Sorrell. Research was designed and conducted by Public Policy Lab\u2019s Brielle Mariucci, Jaime Stock, Anke Stohlmann, Judy Park Lee, and the Digital Benefits Network\u2019s Elizabeth Bynum Sorrell, Quinny Sanchez Lopez, and Elisa Fox. With special thanks to Ariel Kennan, Chelsea Mauldin, and Shanti Mathew for feedback and guidance provided to the project.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We would also like to thank the Beeck Center for Social Impact + Innovation\u2019s communications team\u2014Jessica Yabsley and Gerard Ramos, and copy editor, Sabrina Toppa; and the Beeck Center\u2019s operations team, including Molly Porter and Angela Carabelas, who provided key support to enable the partnership between the Digital Benefits Network and Public Policy Lab.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">All photo and video materials were captured by Public Policy Lab team members.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Citation<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Cite as:&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Elizabeth Bynum Sorrell and Rachel Meade Smith, \u201cDigital Doorways to Public Benefits: Understanding Beneficiary Experiences with Digital Identity,\u201d Digital Benefits Network, September 9, 2025, https:\/\/digitalgovernmenthub.org\/publications\/digital-doorways-to-public-benefits-user-experiences-with-digital-identity\/.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"appendices\">Appendices<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li class=\"has-body-lg-font-size wp-block-list-item\">Key Differences in Medicaid, SNAP, and UI Applications<\/li>\n<\/ol>\n\n\n\n<details class=\"wp-block-details has-body-md-font-size is-layout-flow wp-block-details-is-layout-flow\"><summary><em>Expand for <\/em>more<\/summary>\n<p class=\"has-body-md-font-size wp-block-paragraph\">MAGI Medicaid:<sup data-fn=\"0eed5886-50a9-4582-a44e-d39867088eff\" class=\"fn\"><a id=\"0eed5886-50a9-4582-a44e-d39867088eff-link\" href=\"#0eed5886-50a9-4582-a44e-d39867088eff\">33<\/a><\/sup><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-body-md-font-size wp-block-list-item\">The majority of online&nbsp; applications for MAGI Medicaid are integrated with other benefits programs and let people apply for multiple programs at the same time.<\/li>\n\n\n\n<li class=\"has-body-md-font-size wp-block-list-item\">Most applications that include MAGI Medicaid require applicants to sign-in to submit an application.<\/li>\n\n\n\n<li class=\"has-body-md-font-size wp-block-list-item\">Just over half of applications that include MAGI Medicaid require or prompt applicants to take active identity proofing steps to apply online. (<a href=\"https:\/\/digitalgovernmenthub.org\/publications\/2024-edition-account-creation-and-identity-proofing-in-online-magi-medicaid-applications\/\">\u201c2024 Edition: Account Creation and Identity Proofing in Online MAGI Medicaid Applications,\u201d<\/a> Digital Government Hub)<\/li>\n<\/ul>\n\n\n\n<p class=\"has-body-md-font-size wp-block-paragraph\">SNAP:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-body-md-font-size wp-block-list-item\">Most applications that include SNAP\u201433 out of 54, or 61%\u2014require applicants to create an account to submit their application online. Another 16 applications make account creation optional. Of the 33 applications that require an account to submit applications, 17 account creation processes appear to require applicants to enter an email address. (<a href=\"https:\/\/digitalgovernmenthub.org\/publications\/2024-edition-account-creation-and-identity-proofing-in-online-supplemental-nutrition-assistance-program-snap-applications\/\">\u201c2024 Edition:&nbsp; Account Creation and Identity Proofing in Online Supplemental Nutrition Assistance Program (SNAP) Applications,\u201d<\/a> Digital Government Hub)<\/li>\n<\/ul>\n\n\n\n<p class=\"has-body-md-font-size wp-block-paragraph\">UI:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-body-md-font-size wp-block-list-item\">Almost all UI applications require applicants to sign in with an account when applying.<\/li>\n\n\n\n<li class=\"has-body-md-font-size wp-block-list-item\">Most agencies still require UI claimants to undergo some sort of active identity proofing process before, during, or after submitting claims.<\/li>\n\n\n\n<li class=\"has-body-md-font-size wp-block-list-item\">Most agencies are still relying on biometrics (e.g., asking applicants to upload identity documentation and video or live selfies), but there has been a significant increase in the number of in-person verification options and the ability to choose an identity proofing pathway between 2023 and 2024. (<a href=\"https:\/\/digitalgovernmenthub.org\/publications\/2024-edition-account-creation-and-identity-proofing-in-online-unemployment-insurance-ui-applications\/\">2024 Edition: Account Creation and Identity Proofing in Online UI Applications,\u201d Digital Government Hub<\/a>)<\/li>\n\n\n\n<li class=\"has-body-md-font-size wp-block-list-item\">As of <strong>October 2024,<\/strong> the key differences across each state\u2019s Medicaid, SNAP, and UI experiences included the following:<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-wpdatatables-wpdatatables-gutenberg-block\">\n    <h3 class=\"wpdt-c\"\n        id=\"wdt-table-title-1\">SNAP + Medicaid Applications<\/h3>\n<div class=\"wpdt-c row wpDataTableContainerSimpleTable wpDataTables wpDataTablesWrapper\n wdtscroll\"\n    >\n        <table id=\"wpdtSimpleTable-1\"\n           style=\"border-collapse:collapse;\n                   border-spacing:0px;\"\n           class=\"wpdtSimpleTable wpDataTable\"\n           data-column=\"6\"\n           data-rows=\"4\"\n           data-wpID=\"1\"\n           data-responsive=\"0\"\n           data-has-header=\"1\">\n\n                    <thead>        <tr class=\"wpdt-cell-row \" >\n                                <th class=\"wpdt-cell wpdt-bold wpdt-align-left\"\n                                            data-cell-id=\"A1\"\n                    data-col-index=\"0\"\n                    data-row-index=\"0\"\n                    style=\" width:129px;                    padding:10px;\n                    \"\n                    >\n                                        State                    <\/th>\n                                                <th class=\"wpdt-cell wpdt-bold wpdt-align-left\"\n                                            data-cell-id=\"B1\"\n                    data-col-index=\"1\"\n                    data-row-index=\"0\"\n                    style=\" width:276px;                    padding:10px;\n                    \"\n                    >\n                                        Integrated application including SNAP + Medicaid?                    <\/th>\n                                                <th class=\"wpdt-cell wpdt-bold wpdt-align-left\"\n                                            data-cell-id=\"C1\"\n                    data-col-index=\"2\"\n                    data-row-index=\"0\"\n                    style=\" width:255px;                    padding:10px;\n                    \"\n                    >\n                                        Account required to apply for SNAP?                    <\/th>\n                                                <th class=\"wpdt-cell wpdt-bold wpdt-align-left\"\n                                            data-cell-id=\"D1\"\n                    data-col-index=\"3\"\n                    data-row-index=\"0\"\n                    style=\" width:235px;                    padding:10px;\n                    \"\n                    >\n                                        Account required to apply for Medicaid?                    <\/th>\n                                                <th class=\"wpdt-cell wpdt-bold wpdt-align-left\"\n                                            data-cell-id=\"E1\"\n                    data-col-index=\"4\"\n                    data-row-index=\"0\"\n                    style=\" width:313px;                    padding:10px;\n                    \"\n                    >\n                                        Identity proofing (KBV) used in integrated SNAP + Medicaid application?                    <\/th>\n                                                <th class=\"wpdt-cell wpdt-bold wpdt-align-left\"\n                                            data-cell-id=\"F1\"\n                    data-col-index=\"5\"\n                    data-row-index=\"0\"\n                    style=\" width:250px;                    padding:10px;\n                    \"\n                    >\n                                        Identity proofing (KBV) used in standalone Medicaid application?                    <\/th>\n                                        <\/tr>\n                    <tbody>        <tr class=\"wpdt-cell-row \" >\n                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"A2\"\n                    data-col-index=\"0\"\n                    data-row-index=\"1\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        Arizona                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"B2\"\n                    data-col-index=\"1\"\n                    data-row-index=\"1\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        Yes                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"C2\"\n                    data-col-index=\"2\"\n                    data-row-index=\"1\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        Yes                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"D2\"\n                    data-col-index=\"3\"\n                    data-row-index=\"1\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        Yes                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"E2\"\n                    data-col-index=\"4\"\n                    data-row-index=\"1\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        Yes, optional                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"F2\"\n                    data-col-index=\"5\"\n                    data-row-index=\"1\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        N\/A                    <\/td>\n                                        <\/tr>\n                            <tr class=\"wpdt-cell-row \" >\n                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"A3\"\n                    data-col-index=\"0\"\n                    data-row-index=\"2\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        Massachusetts                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"B3\"\n                    data-col-index=\"1\"\n                    data-row-index=\"2\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        No                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"C3\"\n                    data-col-index=\"2\"\n                    data-row-index=\"2\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        No                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"D3\"\n                    data-col-index=\"3\"\n                    data-row-index=\"2\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        Yes                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"E3\"\n                    data-col-index=\"4\"\n                    data-row-index=\"2\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        N\/A                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"F3\"\n                    data-col-index=\"5\"\n                    data-row-index=\"2\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        Yes                    <\/td>\n                                        <\/tr>\n                            <tr class=\"wpdt-cell-row \" >\n                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"A4\"\n                    data-col-index=\"0\"\n                    data-row-index=\"3\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        New York                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"B4\"\n                    data-col-index=\"1\"\n                    data-row-index=\"3\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        Yes                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"C4\"\n                    data-col-index=\"2\"\n                    data-row-index=\"3\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        Yes                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"D4\"\n                    data-col-index=\"3\"\n                    data-row-index=\"3\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        Yes                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"E4\"\n                    data-col-index=\"4\"\n                    data-row-index=\"3\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        No                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"F4\"\n                    data-col-index=\"5\"\n                    data-row-index=\"3\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        Yes                    <\/td>\n                                        <\/tr>\n                    <\/table>\n<\/div><style id='wpdt-custom-style-1'>\n<\/style>\n<\/div>\n\n\n\n<div class=\"wp-block-wpdatatables-wpdatatables-gutenberg-block\">\n    <h3 class=\"wpdt-c\"\n        id=\"wdt-table-title-2\">UI Applications<\/h3>\n<div class=\"wpdt-c row wpDataTableContainerSimpleTable wpDataTables wpDataTablesWrapper\n wdtscroll\"\n    >\n        <table id=\"wpdtSimpleTable-2\"\n           style=\"border-collapse:collapse;\n                   border-spacing:0px;\"\n           class=\"wpdtSimpleTable wpDataTable\"\n           data-column=\"5\"\n           data-rows=\"4\"\n           data-wpID=\"2\"\n           data-responsive=\"0\"\n           data-has-header=\"1\">\n\n                    <thead>        <tr class=\"wpdt-cell-row \" >\n                                <th class=\"wpdt-cell wpdt-align-left wpdt-bold\"\n                                            data-cell-id=\"A1\"\n                    data-col-index=\"0\"\n                    data-row-index=\"0\"\n                    style=\" width:115px;                    padding:10px;\n                    \"\n                    >\n                                        State                    <\/th>\n                                                <th class=\"wpdt-cell wpdt-align-left wpdt-bold\"\n                                            data-cell-id=\"B1\"\n                    data-col-index=\"1\"\n                    data-row-index=\"0\"\n                    style=\" width:242px;                    padding:10px;\n                    \"\n                    >\n                                        Identity proofing required to apply?\u00a0                    <\/th>\n                                                <th class=\"wpdt-cell wpdt-align-left wpdt-bold\"\n                                            data-cell-id=\"C1\"\n                    data-col-index=\"2\"\n                    data-row-index=\"0\"\n                    style=\" width:319px;                    padding:10px;\n                    \"\n                    >\n                                        Biometrics (through <a class=\"wpdt-link-content\" href=\"http:\/\/ID.me\"  rel=\"\" target=\"_self\" data-cell-id=\"02\" data-link-url=\"http:\/\/ID.me\" data-link-text=\"ID.me\" data-link-target=\"0\" data-link-nofollow=\"0\" data-link-noreferrer=\"0\" data-link-sponsored=\"0\" data-link-btn-status=\"0\" data-link-btn-class=\"\" data-link-content=\"wpdt-link-content\">ID.me<\/a>) for identity proofing?                    <\/th>\n                                                <th class=\"wpdt-cell wpdt-align-left wpdt-bold\"\n                                            data-cell-id=\"D1\"\n                    data-col-index=\"3\"\n                    data-row-index=\"0\"\n                    style=\" width:215px;                    padding:10px;\n                    \"\n                    >\n                                        <a class=\"wpdt-link-content\" href=\"http:\/\/Login.gov\"  rel=\"\" target=\"_self\" data-cell-id=\"03\" data-link-url=\"http:\/\/Login.gov\" data-link-text=\"Login.gov\" data-link-target=\"0\" data-link-nofollow=\"0\" data-link-noreferrer=\"0\" data-link-sponsored=\"0\" data-link-btn-status=\"0\" data-link-btn-class=\"\" data-link-content=\"wpdt-link-content\">Login.gov<\/a> for identity proofing?                    <\/th>\n                                                <th class=\"wpdt-cell wpdt-align-left wpdt-bold\"\n                                            data-cell-id=\"E1\"\n                    data-col-index=\"4\"\n                    data-row-index=\"0\"\n                    style=\" width:223px;                    padding:10px;\n                    \"\n                    >\n                                        USPS used for identity proofing?                    <\/th>\n                                        <\/tr>\n                    <tbody>        <tr class=\"wpdt-cell-row \" >\n                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"A2\"\n                    data-col-index=\"0\"\n                    data-row-index=\"1\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        Arizona                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"B2\"\n                    data-col-index=\"1\"\n                    data-row-index=\"1\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        Yes, during claim filing                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"C2\"\n                    data-col-index=\"2\"\n                    data-row-index=\"1\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        Yes                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"D2\"\n                    data-col-index=\"3\"\n                    data-row-index=\"1\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        No                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"E2\"\n                    data-col-index=\"4\"\n                    data-row-index=\"1\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        No                    <\/td>\n                                        <\/tr>\n                            <tr class=\"wpdt-cell-row \" >\n                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"A3\"\n                    data-col-index=\"0\"\n                    data-row-index=\"2\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        Massachusetts                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"B3\"\n                    data-col-index=\"1\"\n                    data-row-index=\"2\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        Yes, after claim filing                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"C3\"\n                    data-col-index=\"2\"\n                    data-row-index=\"2\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        No                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"D3\"\n                    data-col-index=\"3\"\n                    data-row-index=\"2\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        Yes                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"E3\"\n                    data-col-index=\"4\"\n                    data-row-index=\"2\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        Yes                    <\/td>\n                                        <\/tr>\n                            <tr class=\"wpdt-cell-row \" >\n                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"A4\"\n                    data-col-index=\"0\"\n                    data-row-index=\"3\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        New York                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"B4\"\n                    data-col-index=\"1\"\n                    data-row-index=\"3\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        Not always                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"C4\"\n                    data-col-index=\"2\"\n                    data-row-index=\"3\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        Yes                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"D4\"\n                    data-col-index=\"3\"\n                    data-row-index=\"3\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        No                    <\/td>\n                                                <td class=\"wpdt-cell wpdt-align-left\"\n                                            data-cell-id=\"E4\"\n                    data-col-index=\"4\"\n                    data-row-index=\"3\"\n                    style=\"                    padding:10px;\n                    \"\n                    >\n                                        No                    <\/td>\n                                        <\/tr>\n                    <\/table>\n<\/div><style id='wpdt-custom-style-2'>\n<\/style>\n<\/div>\n<\/details>\n\n\n\n<ol start=\"2\" class=\"wp-block-list\">\n<li class=\"has-body-lg-font-size wp-block-list-item\">Research Questions by Area of Injury<\/li>\n<\/ol>\n\n\n\n<details class=\"wp-block-details has-body-md-font-size is-layout-flow wp-block-details-is-layout-flow\"><summary><em>Expand for more<\/em><\/summary>\n<ol class=\"wp-block-list\">\n<li class=\"has-body-md-font-size wp-block-list-item\"><strong>Access<\/strong>: What accessibility challenges do beneficiaries face when navigating digital identity processes across different contexts, devices, and personal circumstances?<\/li>\n<\/ol>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-body-md-font-size wp-block-list-item\">What usability or access concerns are most important to beneficiaries and applicants?<\/li>\n\n\n\n<li class=\"has-body-md-font-size wp-block-list-item\">How do factors related to identity and ability impact the needs and preferences of beneficiaries?<\/li>\n\n\n\n<li class=\"has-body-md-font-size wp-block-list-item\">How do beneficiaries typically engage with digital identity processes, such as creating accounts or proving their identities?&nbsp; Where does this occur, using which device(s), and which approaches do they use to organize credentials?<\/li>\n<\/ul>\n\n\n\n<p class=\"has-body-md-font-size wp-block-paragraph\">2. <strong>Consent<\/strong>: How do beneficiaries experience choice, control, and transparency in digital identity processes?<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-body-md-font-size wp-block-list-item\">How do beneficiaries feel about their choice in using digital identity processes? Do they feel like they have a real choice?<\/li>\n\n\n\n<li class=\"has-body-md-font-size wp-block-list-item\">How clearly do beneficiaries understand what happens to their personal data when using these systems?<\/li>\n\n\n\n<li class=\"has-body-md-font-size wp-block-list-item\">What do beneficiaries know about their rights to control, update, or remove their information?<\/li>\n<\/ul>\n\n\n\n<p class=\"has-body-md-font-size wp-block-paragraph\">3. <strong>Support<\/strong>: What support systems are available to applicants, and how do they interact with them?<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-body-md-font-size wp-block-list-item\">Where do beneficiaries go when troubleshooting identity proofing systems?<\/li>\n\n\n\n<li class=\"has-body-md-font-size wp-block-list-item\">What are beneficiaries&#8217; experiences when learning about how to access benefits from support systems?<\/li>\n<\/ul>\n\n\n\n<p class=\"has-body-md-font-size wp-block-paragraph\">4. <strong>Trust<\/strong>: How do digital identity processes and\/or external forces affect beneficiaries&#8217; trust, agency, and experiences accessing public benefits?<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-body-md-font-size wp-block-list-item\">How do people feel as they navigate the digital identity process?<\/li>\n\n\n\n<li class=\"has-body-md-font-size wp-block-list-item\">How do identity proofing systems impact beneficiaries\u2019 trust in government?<\/li>\n\n\n\n<li class=\"has-body-md-font-size wp-block-list-item\">How much do beneficiaries trust third-party digital identity processes? How does the use of third-party systems affect their overall experience?<\/li>\n<\/ul>\n\n\n\n<ol class=\"wp-block-list\">\n<li class=\"wp-block-list-item\"><\/li>\n<\/ol>\n<\/details>\n\n\n\n<ol start=\"3\" class=\"wp-block-list\">\n<li class=\"has-body-lg-font-size wp-block-list-item\">Design Stimuli<\/li>\n<\/ol>\n\n\n\n<div style=\"\" class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-988b637e wp-block-group-is-layout-grid\">\n<article class=\"wp-block-post post-29673 example type-example status-publish has-post-thumbnail hentry benefits-journey-applying-enrolling benefits-program-snap-supplemental-nutrition-assistance-program benefits-program-medicaid-chip example-format-benefit-application intended-audience-state-provincial-government-agency location-arizona-az organization-public-policy-lab produced-by-non-profit service-delivery-area-benefits topic-digital-identity topic-authentication-accounts topic-identity-proofing published-year-1918 wp-block-tenup-post-picker\">\n\t\n\n<div class=\"wp-block-gbc-content-card wp-block-null\">\n\n\t\n<div class=\"content-card content-type--benefit-specific-content is-clickable-card\">\n\t\n\t\t\t<figure class=\"content-card__image-wrapper\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-03-at-4.24.35-PM-1024x576.png\" class=\"attachment-large size-large wp-post-image\" alt=\"\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-03-at-4.24.35-PM-1024x576.png 1024w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-03-at-4.24.35-PM-300x169.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-03-at-4.24.35-PM-768x432.png 768w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-03-at-4.24.35-PM-1536x865.png 1536w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-03-at-4.24.35-PM.png 2004w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t<\/figure>\n\t\n\t\n\t\t\t<a class=\"content-card__topic\" href=\"https:\/\/digitalgovernmenthub.org\/topics\/digital-identity\/\">Digital Identity<\/a>\n\t\n\t\n\t\n\t\t\n\t\t<h3 class=\"content-card__title\">\n\t\t\t<a href=\"https:\/\/digitalgovernmenthub.org\/examples\/digital-doorways-research-artifact-arizona-snap-medicaid-integrated-application-stimuli\/\">Digital Doorways Research Artifact: Arizona SNAP\/Medicaid Integrated Application Stimuli<\/a>\n\t\t<\/h3>\n\t\t\n\t\t\n\t\t\n\t\n\t\t\t<p class=\"content-card__excerpt\">Created for use in the Digital Doorways research project, this design stimuli shows the steps of submitting an application, sharing personal information, and verifying identity for Arizona&#8217;s integrated online application that includes SNAP and Medicaid.<\/p>\n\t\t\n\t\n\t\t\t<ul class=\"wp-block-list wp-block-list content-card__meta\"><li class=\"wp-block-list-item\">Public Policy Lab<\/li><li class=\"wp-block-list-item\">2025<\/li><\/ul>\t\n\t\n\n<\/div>\n<\/div>\n\n<\/article>\n\n\n\n<article class=\"wp-block-post post-29742 example type-example status-publish has-post-thumbnail hentry benefits-journey-applying-enrolling benefits-journey-eligbility benefits-program-ui-unemployment-insurance example-format-benefit-application intended-audience-state-provincial-government-agency intended-audience-state-provincial-government-executive-branch intended-audience-state-provincial-government-legislative-branch location-arizona-az organization-public-policy-lab produced-by-non-profit produced-by-academic service-delivery-area-benefits topic-digital-identity topic-authentication-accounts topic-identity-proofing published-year-1918 wp-block-tenup-post-picker\">\n\t\n\n<div class=\"wp-block-gbc-content-card wp-block-null\">\n\n\t\n<div class=\"content-card content-type--benefit-specific-content is-clickable-card\">\n\t\n\t\t\t<figure class=\"content-card__image-wrapper\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.15.20-PM-1024x576.png\" class=\"attachment-large size-large wp-post-image\" alt=\"\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.15.20-PM-1024x576.png 1024w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.15.20-PM-300x169.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.15.20-PM-768x432.png 768w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.15.20-PM-1536x865.png 1536w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.15.20-PM.png 2004w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t<\/figure>\n\t\n\t\n\t\t\t<a class=\"content-card__topic\" href=\"https:\/\/digitalgovernmenthub.org\/topics\/digital-identity\/\">Digital Identity<\/a>\n\t\n\t\n\t\n\t\t\n\t\t<h3 class=\"content-card__title\">\n\t\t\t<a href=\"https:\/\/digitalgovernmenthub.org\/examples\/digital-doorways-research-artifact-arizona-ui-stimuli\/\">Digital Doorways Research Artifact: Arizona UI Stimuli<\/a>\n\t\t<\/h3>\n\t\t\n\t\t\n\t\t\n\t\n\t\t\t<p class=\"content-card__excerpt\">Created for use in the Digital Doorways research project, this design stimuli shows the steps of submitting an application, sharing personal information, and verifying identity for Arizona&#8217;s online application for Unemployment Insurance.<\/p>\n\t\t\n\t\n\t\t\t<ul class=\"wp-block-list wp-block-list content-card__meta\"><li class=\"wp-block-list-item\">Public Policy Lab<\/li><li class=\"wp-block-list-item\">2025<\/li><\/ul>\t\n\t\n\n<\/div>\n<\/div>\n\n<\/article>\n\n\n\n<article class=\"wp-block-post post-29746 example type-example status-publish has-post-thumbnail hentry benefits-journey-applying-enrolling benefits-journey-eligbility benefits-program-ui-unemployment-insurance example-format-benefit-application intended-audience-state-provincial-government-agency intended-audience-state-provincial-government-executive-branch intended-audience-state-provincial-government-legislative-branch location-massachusetts-ma organization-public-policy-lab produced-by-non-profit produced-by-academic service-delivery-area-benefits topic-digital-identity topic-identity-proofing topic-authentication-accounts published-year-1918 wp-block-tenup-post-picker\">\n\t\n\n<div class=\"wp-block-gbc-content-card wp-block-null\">\n\n\t\n<div class=\"content-card content-type--benefit-specific-content is-clickable-card\">\n\t\n\t\t\t<figure class=\"content-card__image-wrapper\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.20.21-PM-1024x576.png\" class=\"attachment-large size-large wp-post-image\" alt=\"\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.20.21-PM-1024x576.png 1024w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.20.21-PM-300x169.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.20.21-PM-768x432.png 768w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.20.21-PM-1536x865.png 1536w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.20.21-PM.png 2004w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t<\/figure>\n\t\n\t\n\t\t\t<a class=\"content-card__topic\" href=\"https:\/\/digitalgovernmenthub.org\/topics\/digital-identity\/\">Digital Identity<\/a>\n\t\n\t\n\t\n\t\t\n\t\t<h3 class=\"content-card__title\">\n\t\t\t<a href=\"https:\/\/digitalgovernmenthub.org\/examples\/digital-doorways-research-artifact-massachusetts-ui-stimuli\/\">Digital Doorways Research Artifact: Massachusetts UI Stimuli<\/a>\n\t\t<\/h3>\n\t\t\n\t\t\n\t\t\n\t\n\t\t\t<p class=\"content-card__excerpt\">Created for use in the Digital Doorways research project, this design stimuli shows the steps of submitting an application, sharing personal information, and verifying identity for Massachusetts&#8217; online application for Unemployment Insurance.<\/p>\n\t\t\n\t\n\t\t\t<ul class=\"wp-block-list wp-block-list content-card__meta\"><li class=\"wp-block-list-item\">Public Policy Lab<\/li><li class=\"wp-block-list-item\">2025<\/li><\/ul>\t\n\t\n\n<\/div>\n<\/div>\n\n<\/article>\n<\/div>\n\n\n\n<div style=\"\" class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-988b637e wp-block-group-is-layout-grid\">\n<article class=\"wp-block-post post-29750 example type-example status-publish has-post-thumbnail hentry benefits-journey-applying-enrolling benefits-program-snap-supplemental-nutrition-assistance-program example-format-benefit-application intended-audience-state-provincial-government-agency intended-audience-state-provincial-government-executive-branch intended-audience-state-provincial-government-legislative-branch location-massachusetts-ma organization-public-policy-lab produced-by-non-profit produced-by-academic service-delivery-area-benefits topic-digital-identity topic-authentication-accounts topic-identity-proofing published-year-1918 wp-block-tenup-post-picker\">\n\t\n\n<div class=\"wp-block-gbc-content-card wp-block-null\">\n\n\t\n<div class=\"content-card content-type--benefit-specific-content is-clickable-card\">\n\t\n\t\t\t<figure class=\"content-card__image-wrapper\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.40.29-PM-1024x576.png\" class=\"attachment-large size-large wp-post-image\" alt=\"\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.40.29-PM-1024x576.png 1024w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.40.29-PM-300x169.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.40.29-PM-768x432.png 768w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.40.29-PM-1536x865.png 1536w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.40.29-PM.png 2004w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t<\/figure>\n\t\n\t\n\t\t\t<a class=\"content-card__topic\" href=\"https:\/\/digitalgovernmenthub.org\/topics\/digital-identity\/\">Digital Identity<\/a>\n\t\n\t\n\t\n\t\t\n\t\t<h3 class=\"content-card__title\">\n\t\t\t<a href=\"https:\/\/digitalgovernmenthub.org\/examples\/digital-doorways-research-artifact-massachusetts-snap-stimuli\/\">Digital Doorways Research Artifact: Massachusetts SNAP Stimuli<\/a>\n\t\t<\/h3>\n\t\t\n\t\t\n\t\t\n\t\n\t\t\t<p class=\"content-card__excerpt\">Created for use in the Digital Doorways research project, this design stimuli shows the steps of submitting an application, sharing personal information, and verifying identity for Massachusetts&#8217; online application for SNAP benefits.<\/p>\n\t\t\n\t\n\t\t\t<ul class=\"wp-block-list wp-block-list content-card__meta\"><li class=\"wp-block-list-item\">Public Policy Lab<\/li><li class=\"wp-block-list-item\">2025<\/li><\/ul>\t\n\t\n\n<\/div>\n<\/div>\n\n<\/article>\n\n\n\n<article class=\"wp-block-post post-29754 example type-example status-publish has-post-thumbnail hentry benefits-journey-eligbility benefits-journey-applying-enrolling benefits-program-medicaid-chip example-format-benefit-application intended-audience-state-provincial-government-agency intended-audience-state-provincial-government-executive-branch intended-audience-state-provincial-government-legislative-branch location-massachusetts-ma organization-public-policy-lab produced-by-non-profit produced-by-academic service-delivery-area-benefits topic-digital-identity topic-identity-proofing topic-authentication-accounts published-year-1918 wp-block-tenup-post-picker\">\n\t\n\n<div class=\"wp-block-gbc-content-card wp-block-null\">\n\n\t\n<div class=\"content-card content-type--benefit-specific-content is-clickable-card\">\n\t\n\t\t\t<figure class=\"content-card__image-wrapper\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.45.02-PM-1024x576.png\" class=\"attachment-large size-large wp-post-image\" alt=\"\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.45.02-PM-1024x576.png 1024w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.45.02-PM-300x169.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.45.02-PM-768x432.png 768w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.45.02-PM-1536x865.png 1536w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.45.02-PM.png 2004w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t<\/figure>\n\t\n\t\n\t\t\t<a class=\"content-card__topic\" href=\"https:\/\/digitalgovernmenthub.org\/topics\/digital-identity\/\">Digital Identity<\/a>\n\t\n\t\n\t\n\t\t\n\t\t<h3 class=\"content-card__title\">\n\t\t\t<a href=\"https:\/\/digitalgovernmenthub.org\/examples\/digital-doorways-research-artifact-massachusetts-medicaid-stimuli\/\">Digital Doorways Research Artifact: Massachusetts Medicaid Stimuli<\/a>\n\t\t<\/h3>\n\t\t\n\t\t\n\t\t\n\t\n\t\t\t<p class=\"content-card__excerpt\">Created for use in the Digital Doorways research project, this design stimuli shows the steps of submitting an application, sharing personal information, and verifying identity for Massachusetts&#8217; online application for Medicaid.<\/p>\n\t\t\n\t\n\t\t\t<ul class=\"wp-block-list wp-block-list content-card__meta\"><li class=\"wp-block-list-item\">Public Policy Lab<\/li><li class=\"wp-block-list-item\">2025<\/li><\/ul>\t\n\t\n\n<\/div>\n<\/div>\n\n<\/article>\n\n\n\n<article class=\"wp-block-post post-29758 example type-example status-publish has-post-thumbnail hentry benefits-journey-eligbility benefits-journey-applying-enrolling benefits-program-ui-unemployment-insurance example-format-benefit-application intended-audience-state-provincial-government-agency intended-audience-state-provincial-government-executive-branch intended-audience-state-provincial-government-legislative-branch location-new-york-ny organization-public-policy-lab produced-by-academic produced-by-non-profit service-delivery-area-benefits topic-digital-identity topic-identity-proofing topic-authentication-accounts published-year-1918 wp-block-tenup-post-picker\">\n\t\n\n<div class=\"wp-block-gbc-content-card wp-block-null\">\n\n\t\n<div class=\"content-card content-type--benefit-specific-content is-clickable-card\">\n\t\n\t\t\t<figure class=\"content-card__image-wrapper\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.49.11-PM-1024x576.png\" class=\"attachment-large size-large wp-post-image\" alt=\"\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.49.11-PM-1024x576.png 1024w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.49.11-PM-300x169.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.49.11-PM-768x432.png 768w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.49.11-PM-1536x865.png 1536w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.49.11-PM.png 2004w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t<\/figure>\n\t\n\t\n\t\t\t<a class=\"content-card__topic\" href=\"https:\/\/digitalgovernmenthub.org\/topics\/digital-identity\/\">Digital Identity<\/a>\n\t\n\t\n\t\n\t\t\n\t\t<h3 class=\"content-card__title\">\n\t\t\t<a href=\"https:\/\/digitalgovernmenthub.org\/examples\/digital-doorways-research-artifact-new-york-ui-stimuli\/\">Digital Doorways Research Artifact: New York UI Stimuli<\/a>\n\t\t<\/h3>\n\t\t\n\t\t\n\t\t\n\t\n\t\t\t<p class=\"content-card__excerpt\">Created for use in the Digital Doorways research project, this design stimuli shows the steps of submitting an application, sharing personal information, and verifying identity for New York&#8217;s online application for Unemployment Insurance.<\/p>\n\t\t\n\t\n\t\t\t<ul class=\"wp-block-list wp-block-list content-card__meta\"><li class=\"wp-block-list-item\">Public Policy Lab<\/li><li class=\"wp-block-list-item\">2025<\/li><\/ul>\t\n\t\n\n<\/div>\n<\/div>\n\n<\/article>\n<\/div>\n\n\n\n<div style=\"\" class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-988b637e wp-block-group-is-layout-grid\">\n<article class=\"wp-block-post post-29762 example type-example status-publish has-post-thumbnail hentry benefits-journey-eligbility benefits-journey-applying-enrolling benefits-program-medicaid-chip example-format-benefit-application intended-audience-state-provincial-government-agency intended-audience-state-provincial-government-executive-branch intended-audience-state-provincial-government-legislative-branch location-new-york-ny organization-public-policy-lab produced-by-non-profit produced-by-academic service-delivery-area-benefits topic-digital-identity topic-identity-proofing topic-authentication-accounts published-year-1918 wp-block-tenup-post-picker\">\n\t\n\n<div class=\"wp-block-gbc-content-card wp-block-null\">\n\n\t\n<div class=\"content-card content-type--benefit-specific-content is-clickable-card\">\n\t\n\t\t\t<figure class=\"content-card__image-wrapper\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-08-at-10.16.41-AM-1024x576.png\" class=\"attachment-large size-large wp-post-image\" alt=\"\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-08-at-10.16.41-AM-1024x576.png 1024w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-08-at-10.16.41-AM-300x169.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-08-at-10.16.41-AM-768x432.png 768w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-08-at-10.16.41-AM-1536x865.png 1536w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-08-at-10.16.41-AM.png 2004w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t<\/figure>\n\t\n\t\n\t\t\t<a class=\"content-card__topic\" href=\"https:\/\/digitalgovernmenthub.org\/topics\/digital-identity\/\">Digital Identity<\/a>\n\t\n\t\n\t\n\t\t\n\t\t<h3 class=\"content-card__title\">\n\t\t\t<a href=\"https:\/\/digitalgovernmenthub.org\/examples\/digital-doorways-research-artifact-new-york-medicaid-stimuli\/\">Digital Doorways Research Artifact New York: Medicaid Stimuli<\/a>\n\t\t<\/h3>\n\t\t\n\t\t\n\t\t\n\t\n\t\t\t<p class=\"content-card__excerpt\">Created for use in the Digital Doorways research project, this design stimuli shows the steps of submitting an application, sharing personal information, and verifying identity for New York&#8217;s online application for Medicaid.<\/p>\n\t\t\n\t\n\t\t\t<ul class=\"wp-block-list wp-block-list content-card__meta\"><li class=\"wp-block-list-item\">Public Policy Lab<\/li><li class=\"wp-block-list-item\">2025<\/li><\/ul>\t\n\t\n\n<\/div>\n<\/div>\n\n<\/article>\n\n\n\n<article class=\"wp-block-post post-29765 example type-example status-publish has-post-thumbnail hentry benefits-journey-eligbility benefits-journey-applying-enrolling benefits-program-snap-supplemental-nutrition-assistance-program benefits-program-medicaid-chip example-format-benefit-application intended-audience-state-provincial-government-agency intended-audience-state-provincial-government-executive-branch intended-audience-state-provincial-government-legislative-branch location-new-york-ny organization-public-policy-lab produced-by-non-profit produced-by-academic service-delivery-area-benefits topic-digital-identity topic-authentication-accounts topic-identity-proofing published-year-1918 wp-block-tenup-post-picker\">\n\t\n\n<div class=\"wp-block-gbc-content-card wp-block-null\">\n\n\t\n<div class=\"content-card content-type--benefit-specific-content is-clickable-card\">\n\t\n\t\t\t<figure class=\"content-card__image-wrapper\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.57.28-PM-1024x576.png\" class=\"attachment-large size-large wp-post-image\" alt=\"\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.57.28-PM-1024x576.png 1024w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.57.28-PM-300x169.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.57.28-PM-768x432.png 768w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.57.28-PM-1536x865.png 1536w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/09\/Screenshot-2025-09-04-at-11.57.28-PM.png 2004w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t<\/figure>\n\t\n\t\n\t\t\t<a class=\"content-card__topic\" href=\"https:\/\/digitalgovernmenthub.org\/topics\/digital-identity\/\">Digital Identity<\/a>\n\t\n\t\n\t\n\t\t\n\t\t<h3 class=\"content-card__title\">\n\t\t\t<a href=\"https:\/\/digitalgovernmenthub.org\/examples\/digital-doorways-research-artifact-new-york-snap-medicaid-integrated-application-stimuli\/\">Digital Doorways Research Artifact: New York SNAP\/Medicaid Integrated Application Stimuli<\/a>\n\t\t<\/h3>\n\t\t\n\t\t\n\t\t\n\t\n\t\t\t<p class=\"content-card__excerpt\">Created for use in the Digital Doorways research project, this design stimuli shows the steps of submitting an application, sharing personal information, and verifying identity for New York&#8217;s integrated online application that includes SNAP and Medicaid.<\/p>\n\t\t\n\t\n\t\t\t<ul class=\"wp-block-list wp-block-list content-card__meta\"><li class=\"wp-block-list-item\">Public Policy Lab<\/li><li class=\"wp-block-list-item\">2025<\/li><\/ul>\t\n\t\n\n<\/div>\n<\/div>\n\n<\/article>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Related Resources<\/h2>\n\n\n\n<div style=\"\" class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-b757edec wp-block-group-is-layout-grid\">\n<article class=\"wp-block-post post-24517 resource type-resource status-publish has-post-thumbnail hentry authors-connie-lasalle authors-ryan-galluzzo authors-katya-delak authors-elizabeth-laird authors-hannah-quay-de-la-vallee authors-ariel-kennan authors-elizabeth-bynum-sorrell authors-elisa-fox authors-quinny-sanchez-lopez authors-rachel-meade-smith organization-beeck-center-for-social-impact-innovation organization-digital-government-network organization-digital-benefits-network produced-by-academic produced-by-non-profit resource-format-article-academic topic-digital-identity topic-authentication-accounts topic-identity-proofing topic-verifiable-credentials published-year-1918 wp-block-tenup-post-picker\">\n\t\n\n<div class=\"wp-block-gbc-content-card wp-block-null\">\n\n\t\n<div class=\"content-card content-type--general-content is-clickable-card\">\n\t\n\t\t\t<figure class=\"content-card__image-wrapper\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"563\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/04\/Dig101_HubCard-1.png\" class=\"attachment-large size-large wp-post-image\" alt=\"\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/04\/Dig101_HubCard-1.png 1000w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/04\/Dig101_HubCard-1-300x169.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/04\/Dig101_HubCard-1-768x432.png 768w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/>\t\t\t\t\t<\/figure>\n\t\n\t\n\t\t\t<a class=\"content-card__topic\" href=\"https:\/\/digitalgovernmenthub.org\/topics\/digital-identity\/\">Digital Identity<\/a>\n\t\n\t\n\t\n\t\t\n\t\t<h3 class=\"content-card__title\">\n\t\t\t<a href=\"https:\/\/digitalgovernmenthub.org\/library\/digital-identity-101-an-introduction-to-digital-identity-in-public-benefits-programs-draft\/\">Digital Identity 101: An Introduction to Digital Identity in Public Benefits Programs (Draft)<\/a>\n\t\t<\/h3>\n\t\t\n\t\t\n\t\t\n\t\n\t\t\t<p class=\"content-card__excerpt\">This introductory guide explains the core concepts of digital identity and how they apply to public benefits programs. This guide is the first part of a suite of voluntary resources from the BalanceID Project: Enabling Secure Access and Managing Risk in SNAP and Medicaid.<\/p>\n\t\t\n\t\n\t\t\t<ul class=\"wp-block-list wp-block-list content-card__meta\"><li class=\"wp-block-list-item\">Beeck Center for Social Impact + Innovation<\/li><li class=\"wp-block-list-item\">2025<\/li><\/ul>\t\n\t\n\n<\/div>\n<\/div>\n\n<\/article>\n\n\n\n<article class=\"wp-block-post post-17179 resource type-resource status-publish has-post-thumbnail hentry intended-audience-general organization-beeck-center-for-social-impact-innovation organization-digital-government-network organization-digital-benefits-network resource-format-glossary topic-digital-identity published-year-307 wp-block-tenup-post-picker\">\n\t\n\n<div class=\"wp-block-gbc-content-card wp-block-null\">\n\n\t\n<div class=\"content-card content-type--general-content is-clickable-card\">\n\t\n\t\t\t<figure class=\"content-card__image-wrapper\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"563\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2024\/09\/34-1.png\" class=\"attachment-large size-large wp-post-image\" alt=\"\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2024\/09\/34-1.png 1000w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2024\/09\/34-1-300x169.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2024\/09\/34-1-768x432.png 768w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/>\t\t\t\t\t<\/figure>\n\t\n\t\n\t\t\t<a class=\"content-card__topic\" href=\"https:\/\/digitalgovernmenthub.org\/topics\/digital-identity\/\">Digital Identity<\/a>\n\t\n\t\n\t\n\t\t\n\t\t<h3 class=\"content-card__title\">\n\t\t\t<a href=\"https:\/\/digitalgovernmenthub.org\/library\/digital-identity-glossary\/\">Digital Identity Glossary<\/a>\n\t\t<\/h3>\n\t\t\n\t\t\n\t\t\n\t\n\t\t\t<p class=\"content-card__excerpt\">A glossary of key terms related to digital identity.<\/p>\n\t\t\n\t\n\t\t\t<ul class=\"wp-block-list wp-block-list content-card__meta\"><li class=\"wp-block-list-item\">Beeck Center for Social Impact + Innovation<\/li><li class=\"wp-block-list-item\">2024<\/li><\/ul>\t\n\t\n\n<\/div>\n<\/div>\n\n<\/article>\n<\/div>\n\n\n\n<div style=\"\" class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-b757edec wp-block-group-is-layout-grid\">\n<article class=\"wp-block-post post-19771 resource type-resource status-publish has-post-thumbnail hentry authors-elizabeth-bynum-sorrell authors-ariel-kennan authors-anvitha-reddy authors-isabelle-granger authors-miranda-xiong authors-olivia-zhao authors-quinny-sanchez-lopez benefits-journey-applying-enrolling benefits-journey-renewal-recertification benefits-program-ccdf-child-care-and-development-fund benefits-program-medicaid-chip benefits-program-snap-supplemental-nutrition-assistance-program benefits-program-tanf-temporary-assistance-for-needy-families benefits-program-ui-unemployment-insurance benefits-program-wic-special-supplemental-nutrition-program-for-women-infants-and-children intended-audience-county-government-agency intended-audience-territorial-government-agency intended-audience-local-municipal-government-agency intended-audience-federal-national-government-agency intended-audience-state-provincial-government-agency intended-audience-tribal-indigenous-government-agency organization-beeck-center-for-social-impact-innovation organization-digital-government-network organization-digital-benefits-network produced-by-academic produced-by-non-profit resource-format-dataset resource-format-report service-delivery-area-benefits topic-digital-identity topic-authentication-accounts topic-identity-proofing published-year-307 wp-block-tenup-post-picker\">\n\t\n\n<div class=\"wp-block-gbc-content-card wp-block-null\">\n\n\t\n<div class=\"content-card content-type--benefit-specific-content is-clickable-card\">\n\t\n\t\t\t<figure class=\"content-card__image-wrapper\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"573\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2024\/12\/Screenshot-2024-12-03-at-1.11.17\u202fPM-1024x573.png\" class=\"attachment-large size-large wp-post-image\" alt=\"\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2024\/12\/Screenshot-2024-12-03-at-1.11.17\u202fPM-1024x573.png 1024w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2024\/12\/Screenshot-2024-12-03-at-1.11.17\u202fPM-300x168.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2024\/12\/Screenshot-2024-12-03-at-1.11.17\u202fPM-768x430.png 768w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2024\/12\/Screenshot-2024-12-03-at-1.11.17\u202fPM-1536x859.png 1536w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2024\/12\/Screenshot-2024-12-03-at-1.11.17\u202fPM.png 1988w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t<\/figure>\n\t\n\t\n\t\t\t<a class=\"content-card__topic\" href=\"https:\/\/digitalgovernmenthub.org\/topics\/digital-identity\/\">Digital Identity<\/a>\n\t\n\t\n\t\n\t\t\n\t\t<h3 class=\"content-card__title\">\n\t\t\t<a href=\"https:\/\/digitalgovernmenthub.org\/library\/2024-edition-digital-authentication-and-identity-proofing-in-public-benefits-applications\/\">2024 Edition: Account Creation and Identity Proofing in Online Public Benefits Applications<\/a>\n\t\t<\/h3>\n\t\t\n\t\t\n\t\t\n\t\n\t\t\t<p class=\"content-card__excerpt\">In December 2024, the Digital Benefits Network released an updated open dataset on authentication and identity proofing requirements across various public benefits applications to highlight best practices and areas for improvement in identity management.<\/p>\n\t\t\n\t\n\t\t\t<ul class=\"wp-block-list wp-block-list content-card__meta\"><li class=\"wp-block-list-item\">Beeck Center for Social Impact + Innovation<\/li><li class=\"wp-block-list-item\">2024<\/li><\/ul>\t\n\t\n\n<\/div>\n<\/div>\n\n<\/article>\n\n\n\n<article class=\"wp-block-post post-28139 resource type-resource status-publish has-post-thumbnail hentry authors-rachel-meade-smith location-united-states organization-beeck-center-for-social-impact-innovation organization-digital-government-network organization-digital-benefits-network produced-by-non-profit produced-by-academic resource-format-article-blog topic-digital-identity published-year-1918 wp-block-tenup-post-picker\">\n\t\n\n<div class=\"wp-block-gbc-content-card wp-block-null\">\n\n\t\n<div class=\"content-card is-clickable-card\">\n\t\n\t\t\t<figure class=\"content-card__image-wrapper\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"563\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/referencebase_card-1.png\" class=\"attachment-large size-large wp-post-image\" alt=\"\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/referencebase_card-1.png 1000w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/referencebase_card-1-300x169.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/07\/referencebase_card-1-768x432.png 768w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/>\t\t\t\t\t<\/figure>\n\t\n\t\n\t\t\t<a class=\"content-card__topic\" href=\"https:\/\/digitalgovernmenthub.org\/topics\/digital-identity\/\">Digital Identity<\/a>\n\t\n\t\n\t\n\t\t\n\t\t<h3 class=\"content-card__title\">\n\t\t\t<a href=\"https:\/\/digitalgovernmenthub.org\/library\/reference-base-access-privacy-and-security-resources-for-identity-management\/\">Reference Base: Access, Privacy, and Security Resources for Identity Management<\/a>\n\t\t<\/h3>\n\t\t\n\t\t\n\t\t\n\t\n\t\t\t<p class=\"content-card__excerpt\">This collection of research references is designed to support government agencies designing public-facing identity management processes that meet people\u2019s needs.<\/p>\n\t\t\n\t\n\t\t\t<ul class=\"wp-block-list wp-block-list content-card__meta\"><li class=\"wp-block-list-item\">Beeck Center for Social Impact + Innovation<\/li><li class=\"wp-block-list-item\">2025<\/li><\/ul>\t\n\t\n\n<\/div>\n<\/div>\n\n<\/article>\n\n\n\n<article class=\"wp-block-post post-22679 resource type-resource status-publish has-post-thumbnail hentry authors-quinny-sanchez-lopez authors-elizabeth-bynum-sorrell authors-hannah-quay-de-la-vallee authors-julia-ford authors-devin-nguyen benefits-journey-applying-enrolling intended-audience-academic intended-audience-county-government-agency intended-audience-federal-national-government-agency intended-audience-general intended-audience-industry intended-audience-local-municipal-government-agency intended-audience-state-provincial-government-agency intended-audience-territorial-government-agency intended-audience-non-profit location-district-of-columbia-dc organization-beeck-center-for-social-impact-innovation organization-digital-government-network organization-digital-benefits-network organization-center-for-democracy-and-technology-cdt organization-aidkit produced-by-non-profit produced-by-academic produced-by-industry resource-format-video-webinar resource-format-article-event-recap service-delivery-area-benefits topic-accessibility topic-digital-identity topic-authentication-accounts topic-diversity-equity-inclusion topic-automation-ai topic-mitigating-harm-bias topic-use-cases topic-human-centered-design topic-service-design topic-engineering-software-development topic-cybersecurity published-year-1918 wp-block-tenup-post-picker\">\n\t\n\n<div class=\"wp-block-gbc-content-card wp-block-null\">\n\n\t\n<div class=\"content-card content-type--benefit-specific-content is-clickable-card\">\n\t\n\t\t\t<figure class=\"content-card__image-wrapper\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/03\/March-2025-DI-CoP-QA-1024x576.png\" class=\"attachment-large size-large wp-post-image\" alt=\"\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/03\/March-2025-DI-CoP-QA-1024x576.png 1024w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/03\/March-2025-DI-CoP-QA-300x169.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/03\/March-2025-DI-CoP-QA-768x432.png 768w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/03\/March-2025-DI-CoP-QA-1536x864.png 1536w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2025\/03\/March-2025-DI-CoP-QA.png 1600w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t<\/figure>\n\t\n\t\n\t\t\t<a class=\"content-card__topic\" href=\"https:\/\/digitalgovernmenthub.org\/topics\/accessibility\/\">Accessibility<\/a>\n\t\n\t\n\t\n\t\t\n\t\t<h3 class=\"content-card__title\">\n\t\t\t<a href=\"https:\/\/digitalgovernmenthub.org\/library\/prioritizing-access-and-safety-qa-on-service-design-in-digital-identity\/\">Prioritizing Access and Safety Q&amp;A on Service Design in Digital Identity<\/a>\n\t\t<\/h3>\n\t\t\n\t\t\n\t\t\n\t\n\t\t\t<p class=\"content-card__excerpt\">The Digital Benefit Network&#8217;s Digital Identity Community of Practice held a session to hear considerations from civil rights technologists and human-centered design practitioners on ways to ensure program security while simultaneously promoting equity, enabling accessibility, and minimizing bias.<\/p>\n\t\t\n\t\n\t\t\t<ul class=\"wp-block-list wp-block-list content-card__meta\"><li class=\"wp-block-list-item\">Beeck Center for Social Impact + Innovation<\/li><li class=\"wp-block-list-item\">2025<\/li><\/ul>\t\n\t\n\n<\/div>\n<\/div>\n\n<\/article>\n\n\n\n<article class=\"wp-block-post post-18871 resource type-resource status-publish has-post-thumbnail hentry authors-naomi-lefkovitz authors-hanna-kim authors-patrick-mcloughlin authors-ariel-kennan intended-audience-state-provincial-government-agency intended-audience-state-provincial-government-executive-branch intended-audience-state-provincial-government-legislative-branch intended-audience-federal-national-government-agency intended-audience-federal-national-government-executive-branch intended-audience-federal-national-government-legislative-branch intended-audience-county-government-agency intended-audience-county-government-executive-branch intended-audience-county-government-legislative-branch intended-audience-local-municipal-government-agency intended-audience-individual intended-audience-local-municipal-government-executive-branch intended-audience-local-municipal-government-legislative-branch intended-audience-territorial-government-agency intended-audience-territorial-government-executive-branch intended-audience-territorial-government-legislative-branch intended-audience-tribal-indigenous-government-agency intended-audience-tribal-indigenous-government-executive-branch intended-audience-tribal-indigenous-government-legislative-branch location-maryland-md location-united-states organization-beeck-center-for-social-impact-innovation organization-digital-government-network organization-digital-benefits-network organization-national-institute-of-standards-and-technology-nist organization-u-s-general-services-administration-gsa organization-login-gov organization-state-of-maryland organization-mdthink produced-by-academic produced-by-non-profit produced-by-federal-national-government-agency produced-by-state-provincial-government-agency resource-format-video-conference-presentation service-delivery-area-benefits topic-engineering-software-development topic-cybersecurity topic-digital-identity topic-data topic-data-sharing topic-human-centered-design topic-user-experience-product-ux topic-customer-experience-cx published-year-307 wp-block-tenup-post-picker\">\n\t\n\n<div class=\"wp-block-gbc-content-card wp-block-null\">\n\n\t\n<div class=\"content-card content-type--benefit-specific-content is-clickable-card\">\n\t\n\t\t\t<figure class=\"content-card__image-wrapper\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2024\/11\/The-Integral-Pillars-for-Digital-Benefits-Delivery-Access-Security-and-Accuracy-1024x576.png\" class=\"attachment-large size-large wp-post-image\" alt=\"\" srcset=\"https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2024\/11\/The-Integral-Pillars-for-Digital-Benefits-Delivery-Access-Security-and-Accuracy-1024x576.png 1024w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2024\/11\/The-Integral-Pillars-for-Digital-Benefits-Delivery-Access-Security-and-Accuracy-300x169.png 300w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2024\/11\/The-Integral-Pillars-for-Digital-Benefits-Delivery-Access-Security-and-Accuracy-768x432.png 768w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2024\/11\/The-Integral-Pillars-for-Digital-Benefits-Delivery-Access-Security-and-Accuracy-1536x864.png 1536w, https:\/\/digitalgovernmenthub.org\/wp-content\/uploads\/2024\/11\/The-Integral-Pillars-for-Digital-Benefits-Delivery-Access-Security-and-Accuracy.png 2000w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t<\/figure>\n\t\n\t\n\t\t\t<a class=\"content-card__topic\" href=\"https:\/\/digitalgovernmenthub.org\/topics\/engineering-software-development\/\">Engineering + Software Development<\/a>\n\t\n\t\n\t\n\t\t\n\t\t<h3 class=\"content-card__title\">\n\t\t\t<a href=\"https:\/\/digitalgovernmenthub.org\/library\/the-integral-pillars-for-digital-benefits-delivery-access-security-and-accuracy-at-bencon-2024\/\">The Integral Pillars for Digital Benefits Delivery: Access, Security, and Accuracy at BenCon 2024<\/a>\n\t\t<\/h3>\n\t\t\n\t\t\n\t\t\n\t\n\t\t\t<p class=\"content-card__excerpt\">Government leaders discuss how to ensure seamless access to public benefits through breaking down silos, user-friendly digital identities, and privacy-focused security measures.<\/p>\n\t\t\n\t\n\t\t\t<ul class=\"wp-block-list wp-block-list content-card__meta\"><li class=\"wp-block-list-item\">Beeck Center for Social Impact + Innovation<\/li><li class=\"wp-block-list-item\">2024<\/li><\/ul>\t\n\t\n\n<\/div>\n<\/div>\n\n<\/article>\n<\/div>\n\n\t<\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Sources Cited<\/strong><\/p>\n\n\n<ol class=\"wp-block-footnotes\"><li id=\"edba29cf-47d8-4adc-a78e-c31f1ef89c89\">Herd, P., &amp; Moynihan, D. (2018). <em>Administrative burden: Policymaking by other means<\/em>. Russell Sage Foundation. <a href=\"#edba29cf-47d8-4adc-a78e-c31f1ef89c89-link\" aria-label=\"Jump to footnote reference 1\">\u21a9\ufe0e<\/a><\/li><li id=\"ed51d9e3-b518-43a6-b090-7805edbf94d1\">These focus on service delivery questions, and do not include policy issues like work requirements. <a href=\"#ed51d9e3-b518-43a6-b090-7805edbf94d1-link\" aria-label=\"Jump to footnote reference 2\">\u21a9\ufe0e<\/a><\/li><li id=\"cf4970ab-37ad-4d2d-8af9-70445ab6aee0\">Musumeci, M., Haldar, S., Childress, E., Artiga, S., &amp; Tolbert, J. (2022). A 50-state review of access to state Medicaid program information for people with limited English proficiency and\/or disabilities ahead of the PHE unwinding. KFF. <a href=\"https:\/\/www.kff.org\/medicaid\/issue-brief\/a-50-state-review-of-access-to-state-medicaid-program-information-for-people-with-limited-english-proficiency-and-or-disabilities-ahead-of-the-phe-unwinding\/\">https:\/\/www.kff.org\/medicaid\/issue-brief\/a-50-state-review-of-access-to-state-medicaid-program-information-for-people-with-limited-english-proficiency-and-or-disabilities-ahead-of-the-phe-unwinding\/<\/a> <a href=\"#cf4970ab-37ad-4d2d-8af9-70445ab6aee0-link\" aria-label=\"Jump to footnote reference 3\">\u21a9\ufe0e<\/a><\/li><li id=\"ec339d3d-5970-453c-92cd-7380aed25335\">U.S. Census Bureau. (2025, April). <em>Disability, employment, and benefit receipt: 2021<\/em>.\u00a0 <a href=\"https:\/\/www2.census.gov\/library\/publications\/2025\/demo\/p70-203.pdf\">https:\/\/www2.census.gov\/library\/publications\/2025\/demo\/p70-203.pdf<\/a>; \u00a0 Drake, P., &amp; Burns, A. (2024, January 4). <em>Working-age adults with disabilities living in the community<\/em>. KFF. <a href=\"https:\/\/www.kff.org\/medicaid\/issue-brief\/working-age-adults-with-disabilities-living-in-the-community\/\">https:\/\/www.kff.org\/medicaid\/issue-brief\/working-age-adults-with-disabilities-living-in-the-community\/<\/a> <a href=\"#ec339d3d-5970-453c-92cd-7380aed25335-link\" aria-label=\"Jump to footnote reference 4\">\u21a9\ufe0e<\/a><\/li><li id=\"16871e08-b0bc-4b5b-9f2a-7aa586825c21\">Burnside, A., Lower-Basch, E., Dolby, T., Gilkesson, P., &amp; McCorkell, L. <em>Advancing disability equity and access in TANF and SNAP for people with long COVID<\/em>. (2022, October). Center for Law and\u00a0 Social Policy. <a href=\"https:\/\/www.clasp.org\/wp-content\/uploads\/2022\/10\/2022.10.12_Advancing-Disability-Equity-and-Access-in-TANF-and-SNAP-for-People-with-Long-COVID.pdf\">https:\/\/www.clasp.org\/wp-content\/uploads\/2022\/10\/2022.10.12_Advancing-Disability-Equity-and-Access-in-TANF-and-SNAP-for-People-with-Long-COVID.pdf<\/a> <a href=\"#16871e08-b0bc-4b5b-9f2a-7aa586825c21-link\" aria-label=\"Jump to footnote reference 5\">\u21a9\ufe0e<\/a><\/li><li id=\"e2a86581-1df0-4edc-bbd0-051bdf279c8e\">Someone experiencing homelessness, on average, submits 40% fewer documents compared to other applicants. Applicants experiencing homelessness are about 31% more likely to be denied for missing documents than those with stable housing. (Docker, C., Giannella, E., Hung, N., &amp; Jooste, F. (2019, February). <em>Barriers to CalFresh for applicants experiencing homelessness. <\/em>Code for America.\u00a0 <a href=\"https:\/\/s3-us-west-1.amazonaws.com\/codeforamerica-cms1\/documents\/Barriers-to-CalFresh-Report_Code-for-America_February-2019.pdf\">https:\/\/s3-us-west-1.amazonaws.com\/codeforamerica-cms1\/documents\/Barriers-to-CalFresh-Report_Code-for-America_February-2019.pdf<\/a>) <a href=\"#e2a86581-1df0-4edc-bbd0-051bdf279c8e-link\" aria-label=\"Jump to footnote reference 6\">\u21a9\ufe0e<\/a><\/li><li id=\"0464ef56-9210-44f9-a8ef-910929723ac0\">Gelles-Watnick, R. (2024, January 31). <em>Americans\u2019 use of mobile technology and home broadband.<\/em> Pew Research Center. <a href=\"https:\/\/www.pewresearch.org\/internet\/2024\/01\/31\/americans-use-of-mobile-technology-and-home-broadband\/\">https:\/\/www.pewresearch.org\/internet\/2024\/01\/31\/americans-use-of-mobile-technology-and-home-broadband\/<\/a> <a href=\"#0464ef56-9210-44f9-a8ef-910929723ac0-link\" aria-label=\"Jump to footnote reference 7\">\u21a9\ufe0e<\/a><\/li><li id=\"2a5b69fc-e209-43b8-8408-84edf6d663b0\">Code for America. (2024). <em>Benefits enrollment field guide<\/em>. <a href=\"https:\/\/codeforamerica.org\/explore\/benefits-enrollment-field-guide\/\">https:\/\/codeforamerica.org\/explore\/benefits-enrollment-field-guide\/<\/a> <a href=\"#2a5b69fc-e209-43b8-8408-84edf6d663b0-link\" aria-label=\"Jump to footnote reference 8\">\u21a9\ufe0e<\/a><\/li><li id=\"021851c7-b4b1-48e9-b29e-50be59ff6046\">In 2024, Code for America reported an increase in online applications across U.S. states, with 77% of all applications now being online, compared to 64% in 2019. (Code for America. (2024)). <a href=\"#021851c7-b4b1-48e9-b29e-50be59ff6046-link\" aria-label=\"Jump to footnote reference 9\">\u21a9\ufe0e<\/a><\/li><li id=\"57e39fe6-032e-47b0-a2e5-11bac86e0b7e\">This is why it\u2019s critical to give people choice in how they interact with benefits, such as providing the option to apply with paper applications and visiting field offices in person. <a href=\"#57e39fe6-032e-47b0-a2e5-11bac86e0b7e-link\" aria-label=\"Jump to footnote reference 10\">\u21a9\ufe0e<\/a><\/li><li id=\"eea089df-6298-4ed7-b58b-d8bf79f78972\">Hecker, I., Spaulding, S., &amp; Kuehn, D. (2021, September). <em>Digital skills and older workers: Supporting success in training and employment in a digital world<\/em>.. Urban Institute. <a href=\"https:\/\/www.urban.org\/sites\/default\/files\/publication\/104771\/digital-skills-and-older-workers.pdf\">https:\/\/www.urban.org\/sites\/default\/files\/publication\/104771\/digital-skills-and-older-workers.pdf<\/a>;\u00a0 Yang, R., Gao, S., &amp; Jiang, Y. (2024). Digital divide as a determinant of health in the U.S. older adults: Prevalence, trends, and risk factors.\u00a0 <em>\u00a0BMC Geriatrics<\/em>. <a href=\"https:\/\/pmc.ncbi.nlm.nih.gov\/articles\/PMC11662839\/\">https:\/\/pmc.ncbi.nlm.nih.gov\/articles\/PMC11662839\/<\/a> <a href=\"#eea089df-6298-4ed7-b58b-d8bf79f78972-link\" aria-label=\"Jump to footnote reference 11\">\u21a9\ufe0e<\/a><\/li><li id=\"c1456cc2-9a43-4d2c-b230-fae64b9b8897\">Auxier, B., Rainie, L., Anderson, M., Perrin, A., Kumar, M., &amp; Turner, E. (2019, November 15). <em>Americans and privacy: Concerned, confused, and feeling lack of control over their personal information<\/em>. Pew Research Center. <a href=\"https:\/\/www.pewresearch.org\/internet\/2019\/11\/15\/americans-and-privacy-concerned-confused-and-feeling-lack-of-control-over-their-personal-information\/\">https:\/\/www.pewresearch.org\/internet\/2019\/11\/15\/americans-and-privacy-concerned-confused-and-feeling-lack-of-control-over-their-personal-information<\/a> <a href=\"#c1456cc2-9a43-4d2c-b230-fae64b9b8897-link\" aria-label=\"Jump to footnote reference 12\">\u21a9\ufe0e<\/a><\/li><li id=\"c7f16fa2-4398-4d5a-ad18-41a7a64c66fc\">McClain, C., Faverio, M., Anderson, M., &amp; Park, E. (2023, October 18).<em> How Americans view data privacy<\/em>. Pew Research Center.\u00a0 https:\/\/www.pewresearch.org\/internet\/2023\/10\/18\/how-americans-view-data-privacy\/ <a href=\"#c7f16fa2-4398-4d5a-ad18-41a7a64c66fc-link\" aria-label=\"Jump to footnote reference 13\">\u21a9\ufe0e<\/a><\/li><li id=\"3d0d739b-5f0a-4fe4-84ee-6f398395df54\">Madden, M. (2017, September 27).<em> <\/em><a href=\"https:\/\/datasociety.net\/pubs\/prv\/DataAndSociety_PrivacySecurityandDigitalInequality.pdf\"><em>Understanding the privacy and security experiences of low-SES populations<\/em><\/a><em>.<\/em> Data and Society. <a href=\"https:\/\/datasociety.net\/pubs\/prv\/DataAndSociety_PrivacySecurityandDigitalInequality.pdf\">https:\/\/datasociety.net\/pubs\/prv\/DataAndSociety_PrivacySecurityandDigitalInequality.pdf<\/a> <a href=\"#3d0d739b-5f0a-4fe4-84ee-6f398395df54-link\" aria-label=\"Jump to footnote reference 14\">\u21a9\ufe0e<\/a><\/li><li id=\"c036e112-e0a7-4683-a910-e41dfadd41f1\">McClain et al. (2023). <a href=\"#c036e112-e0a7-4683-a910-e41dfadd41f1-link\" aria-label=\"Jump to footnote reference 15\">\u21a9\ufe0e<\/a><\/li><li id=\"024d7289-ac5d-4e01-bf81-dbc372f9f4fd\">U.S. Food and Nutrition Service. (2025). <em>Supplemental Nutrition Assistance Program (SNAP)\u2014key statistics and research. <\/em><a href=\"https:\/\/www.ers.usda.gov\/topics\/food-nutrition-assistance\/supplemental-nutrition-assistance-program-snap\/key-statistics-and-research\">https:\/\/www.ers.usda.gov\/topics\/food-nutrition-assistance\/supplemental-nutrition-assistance-program-snap\/key-statistics-and-research<\/a> <a href=\"#024d7289-ac5d-4e01-bf81-dbc372f9f4fd-link\" aria-label=\"Jump to footnote reference 16\">\u21a9\ufe0e<\/a><\/li><li id=\"2b4d7ff6-a258-491d-8887-b4738521b6a4\">Medicaid.gov. (2025). <em>April 2025 Medicaid and CHIP enrollment data highlights. <\/em><a href=\"https:\/\/www.medicaid.gov\/medicaid\/program-information\/medicaid-and-chip-enrollment-data\/report-highlights\">https:\/\/www.medicaid.gov\/medicaid\/program-information\/medicaid-and-chip-enrollment-data\/report-highlights<\/a>\u00a0 <a href=\"#2b4d7ff6-a258-491d-8887-b4738521b6a4-link\" aria-label=\"Jump to footnote reference 17\">\u21a9\ufe0e<\/a><\/li><li id=\"f6f9dffc-fe5c-431e-9a3e-30253defd97e\">Rhoades, H., Wenzel, S.L., Rice, E., Winetrobe, H., &amp; Henwood, B. (2017, March 22). No digital divide? Technology use among homeless adults. <em>Journal of Social Distress and Homelessness<\/em>, <em>26<\/em>(1), 73\u201477. <a href=\"https:\/\/www.tandfonline.com\/doi\/full\/10.1080\/10530789.2017.1305140\">https:\/\/www.tandfonline.com\/doi\/full\/10.1080\/10530789.2017.1305140<\/a> <a href=\"#f6f9dffc-fe5c-431e-9a3e-30253defd97e-link\" aria-label=\"Jump to footnote reference 18\">\u21a9\ufe0e<\/a><\/li><li id=\"8ecffc33-6f12-4c9c-a9c9-4d6a6f37ff16\">Fatima, K., Schuckers, M., Cruz-Ortiz, G., Hou, D., Purnapatra, S., Andrews, T., Neupane, A., Marshall, B., &amp; Schuckers, S. (2024). A large-scale study of performance and equity of commercial remote identity verification technologies across demographics. 2024 IEEE International Joint Conference on Biometrics, 1\u20138. https:\/\/ieeexplore.ieee.org\/document\/10744432; National Institute of Standards and Technology. (2019, December 19). NIST study evaluates effects of race, age, sex on face recognition software. U.S. Department of Commerce. https:\/\/www.nist.gov\/news-events\/news\/2019\/12\/nist-study-evaluates-effects-race-age-sex-face-recognition-software; Buolamwini, J., &amp; Gebru, T. (2018). Gender shades: Intersectional accuracy disparities in commercial gender classification. Proceedings of Machine Learning Research, 81, 1\u201315. https:\/\/proceedings.mlr.press\/v81\/buolamwini18a\/buolamwini18a.pdf; Currah, P., &amp; Mulqueen, T. (2011). Securitizing gender: Identity, biometrics, and transgender bodies at the airport. Social Research. 78(2), 557\u2013582. <a href=\"https:\/\/academicworks.cuny.edu\/cgi\/viewcontent.cgi?article=1334&amp;context=gc_pubs\">https:\/\/academicworks.cuny.edu\/cgi\/viewcontent.cgi?article=1334&amp;context=gc_pubs<\/a>. <a href=\"#8ecffc33-6f12-4c9c-a9c9-4d6a6f37ff16-link\" aria-label=\"Jump to footnote reference 19\">\u21a9\ufe0e<\/a><\/li><li id=\"dc352a69-b1d3-4c8d-9d83-5789bb05ff9d\">Hanmer, M.J., &amp; Novey, S.<a href=\"https:\/\/www.voteriders.org\/wp-content\/uploads\/2023\/04\/CDCE_VoteRiders_ANES2020Report_Spring2023.pdf\"> <\/a>(2023, March 13). <em>Who lacked photo ID in 2020?: An exploration of the American National Election Studies. <\/em>Center for Democracy and Civic Engagement. https:\/\/www.voteriders.org\/wp-content\/uploads\/2023\/04\/CDCE_VoteRiders_ANES2020Report_Spring2023.pdf <a href=\"#dc352a69-b1d3-4c8d-9d83-5789bb05ff9d-link\" aria-label=\"Jump to footnote reference 20\">\u21a9\ufe0e<\/a><\/li><li id=\"ee05e759-d9d3-49e3-8277-b4b05a4dbe65\">ten Brink, R.N., &amp; Scollan, R.I. (2019, September). <em>Usability of biometric authentication methods for citizens with disabilities. <\/em>MITRE. https:\/\/www.mitre.org\/sites\/default\/files\/2021-11\/prs-19-1396-usability-biometrics-for-disabilities.pdf <a href=\"#ee05e759-d9d3-49e3-8277-b4b05a4dbe65-link\" aria-label=\"Jump to footnote reference 21\">\u21a9\ufe0e<\/a><\/li><li id=\"6905be27-56f8-49c5-982b-036d398ef9b3\">Madden, M. (2017). <a href=\"#6905be27-56f8-49c5-982b-036d398ef9b3-link\" aria-label=\"Jump to footnote reference 22\">\u21a9\ufe0e<\/a><\/li><li id=\"5bbe3644-bcbd-4ec1-b616-a2de382f894f\">McClain et al. (2023). <a href=\"#5bbe3644-bcbd-4ec1-b616-a2de382f894f-link\" aria-label=\"Jump to footnote reference 23\">\u21a9\ufe0e<\/a><\/li><li id=\"4366bc2f-f22b-4786-9343-7782141eedbe\">Green, G., Runner, S., &amp; McKethen, T. (2023, September). <em>Identity in practice report: Understanding identity crimes in Black communities.<\/em> Identity Theft Resource Center. https:\/\/static1.squarespace.com\/static\/66d87d8bf73b364cf7d6ac11\/t\/67c8c2434d38ca0736cb039c\/1741210180443\/Identity+in+Practice+Report+-+Sept+2023.pdf <a href=\"#4366bc2f-f22b-4786-9343-7782141eedbe-link\" aria-label=\"Jump to footnote reference 24\">\u21a9\ufe0e<\/a><\/li><li id=\"16b7fcbb-f523-4d33-b097-7f6eb4360415\">Federal Deposit Insurance Corporation. (2024, November). <em>2023 FDIC national survey of unbanked and underbanked households. <\/em>https:\/\/www.fdic.gov\/household-survey\/2023-fdic-national-survey-unbanked-and-underbanked-households-executive-summary <a href=\"#16b7fcbb-f523-4d33-b097-7f6eb4360415-link\" aria-label=\"Jump to footnote reference 25\">\u21a9\ufe0e<\/a><\/li><li id=\"b92f029b-23b8-43c4-a7d0-3faf4b2f2642\">Hepinstall, M., Chandrasekhar, C., Carroll, P., Dykstra, N., &amp; Ulucay, Y.<a href=\"https:\/\/images.go.experian.com\/Web\/ExperianInformationSolutionsInc\/%7B63ec9888-37ea-405c-b39d-7492de9143ce%7D_FINALExperian_report_14_01.pdf\"> <\/a>(2022). <em>Financial inclusion and access to credit.<\/em> Oliver Wyman. https:\/\/images.go.experian.com\/Web\/ExperianInformationSolutionsInc\/%7B63ec9888-37ea-405c-b39d-7492de9143ce%7D_FINALExperian_report_14_01.pdf <a href=\"#b92f029b-23b8-43c4-a7d0-3faf4b2f2642-link\" aria-label=\"Jump to footnote reference 26\">\u21a9\ufe0e<\/a><\/li><li id=\"44ae485e-91ab-4fd3-8e26-9bac0a93864d\">Brevoort, K.P., Grimm, P., &amp; Kambara, M. (2015, May). <em>Data point: Credit invisibles<\/em>. Consumer Financial Protection Bureau&#8217;s Office of Research. <a href=\"https:\/\/files.consumerfinance.gov\/f\/201505_cfpb_data-point-credit-invisibles.pdf\">https:\/\/files.consumerfinance.gov\/f\/201505_cfpb_data-point-credit-invisibles.pdf<\/a> <a href=\"#44ae485e-91ab-4fd3-8e26-9bac0a93864d-link\" aria-label=\"Jump to footnote reference 27\">\u21a9\ufe0e<\/a><\/li><li id=\"8f8909ae-0018-4c5e-82b5-455ed8e9cbda\">Keith, M., Shao, B., &amp; Steinbart, P.<a href=\"https:\/\/scispace.com\/pdf\/a-behavioral-analysis-of-passphrase-design-and-effectiveness-39twfjqxa2.pdf\"> <\/a>(2009). A behavioral analysis of passphrase design and effectiveness. <em>Journal of the Association for Information Systems<\/em>, <em>10<\/em>(2). <a href=\"https:\/\/scispace.com\/pdf\/a-behavioral-analysis-of-passphrase-design-and-effectiveness-39twfjqxa2.pdf\">https:\/\/scispace.com\/pdf\/a-behavioral-analysis-of-passphrase-design-and-effectiveness-39twfjqxa2.pdf<\/a> <a href=\"#8f8909ae-0018-4c5e-82b5-455ed8e9cbda-link\" aria-label=\"Jump to footnote reference 28\">\u21a9\ufe0e<\/a><\/li><li id=\"9fea930f-1348-4b90-8704-e3915d1bc2a5\">Sorrell, E.B., Kennan, A., Reddy, A., Granger, I., Xiong, M., Zhao, O., &amp; Sanchez Lopez, Q. (2024, December 3). <em>2024 Edition: Account creation and identity proofing in online public benefits applications.<\/em>\u00a0 Digital Benefits Network. <a href=\"https:\/\/digitalgovernmenthub.org\/publications\/2024-edition-account-creation-and-identity-proofing-in-online-public-benefits-applications\/\">https:\/\/digitalgovernmenthub.org\/publications\/2024-edition-account-creation-and-identity-proofing-in-online-public-benefits-applications\/<\/a> <a href=\"#9fea930f-1348-4b90-8704-e3915d1bc2a5-link\" aria-label=\"Jump to footnote reference 29\">\u21a9\ufe0e<\/a><\/li><li id=\"d7a4e979-9d7f-4531-bb32-69a80874fa88\">Sham, S. (2024, September 28). Security questions: Best practices, examples, and ideas. Okta. <a href=\"https:\/\/www.okta.com\/blog\/2021\/03\/security-questions\/\">https:\/\/www.okta.com\/blog\/2021\/03\/security-questions\/<\/a> <a href=\"#d7a4e979-9d7f-4531-bb32-69a80874fa88-link\" aria-label=\"Jump to footnote reference 30\">\u21a9\ufe0e<\/a><\/li><li id=\"e8775ef2-818d-400f-b735-1145b2aaeaad\">Peacock, A. (2023, November 27). Designing accessible security questions: A trauma-informed approach. UX Collective. <a href=\"https:\/\/uxdesign.cc\/designing-accessible-security-questions-4af91b74d002\">https:\/\/uxdesign.cc\/designing-accessible-security-questions-4af91b74d002<\/a> <a href=\"#e8775ef2-818d-400f-b735-1145b2aaeaad-link\" aria-label=\"Jump to footnote reference 31\">\u21a9\ufe0e<\/a><\/li><li id=\"93317bbb-2e2f-40d7-8bbb-0a2049111d76\">Pearson, J. (2024, May 2) The breach of a face recognition firm reveals a hidden danger of biometrics. <em>WIRED<\/em>. <a href=\"https:\/\/www.wired.com\/story\/outabox-facial-recognition-breach\/\">https:\/\/www.wired.com\/story\/outabox-facial-recognition-breach\/<\/a> <a href=\"#93317bbb-2e2f-40d7-8bbb-0a2049111d76-link\" aria-label=\"Jump to footnote reference 32\">\u21a9\ufe0e<\/a><\/li><li id=\"0eed5886-50a9-4582-a44e-d39867088eff\">These data points are drawn from the DBN\u2019s assessment of online Medicaid applications. During the data collection process for that assessment, it was sometimes difficult to ascertain whether a given portal allowed users to apply for non-MAGI Medicaid, so the dataset online includes non-MAGI Medicaid as a benefits program category.\u00a0 We did not ask research participants to specify whether they were receiving Medicaid through a MAGI or a non-MAGI eligibility pathway. <a href=\"#0eed5886-50a9-4582-a44e-d39867088eff-link\" aria-label=\"Jump to footnote reference 33\">\u21a9\ufe0e<\/a><\/li><\/ol>\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Sources Cited<\/p>\n","protected":false},"author":5,"featured_media":29721,"template":"","meta":{"ep_exclude_from_search":false,"content_type":"benefit-specific content","footnotes":"[{\"content\":\"Herd, P., &amp; Moynihan, D. (2018). <em>Administrative burden: Policymaking by other means<\/em>. Russell Sage Foundation.\",\"id\":\"edba29cf-47d8-4adc-a78e-c31f1ef89c89\"},{\"content\":\"These focus on service delivery questions, and do not include policy issues like work requirements.\",\"id\":\"ed51d9e3-b518-43a6-b090-7805edbf94d1\"},{\"content\":\"Musumeci, M., Haldar, S., Childress, E., Artiga, S., &amp; Tolbert, J. (2022). A 50-state review of access to state Medicaid program information for people with limited English proficiency and\/or disabilities ahead of the PHE unwinding. KFF. <a href=\\\"https:\/\/www.kff.org\/medicaid\/issue-brief\/a-50-state-review-of-access-to-state-medicaid-program-information-for-people-with-limited-english-proficiency-and-or-disabilities-ahead-of-the-phe-unwinding\/\\\">https:\/\/www.kff.org\/medicaid\/issue-brief\/a-50-state-review-of-access-to-state-medicaid-program-information-for-people-with-limited-english-proficiency-and-or-disabilities-ahead-of-the-phe-unwinding\/<\/a>\",\"id\":\"cf4970ab-37ad-4d2d-8af9-70445ab6aee0\"},{\"content\":\"U.S. Census Bureau. (2025, April). <em>Disability, employment, and benefit receipt: 2021<\/em>.\u00a0 <a href=\\\"https:\/\/www2.census.gov\/library\/publications\/2025\/demo\/p70-203.pdf\\\">https:\/\/www2.census.gov\/library\/publications\/2025\/demo\/p70-203.pdf<\/a>; \u00a0 Drake, P., &amp; Burns, A. (2024, January 4). <em>Working-age adults with disabilities living in the community<\/em>. KFF. <a href=\\\"https:\/\/www.kff.org\/medicaid\/issue-brief\/working-age-adults-with-disabilities-living-in-the-community\/\\\">https:\/\/www.kff.org\/medicaid\/issue-brief\/working-age-adults-with-disabilities-living-in-the-community\/<\/a>\",\"id\":\"ec339d3d-5970-453c-92cd-7380aed25335\"},{\"content\":\"Burnside, A., Lower-Basch, E., Dolby, T., Gilkesson, P., &amp; McCorkell, L. <em>Advancing disability equity and access in TANF and SNAP for people with long COVID<\/em>. (2022, October). Center for Law and\u00a0 Social Policy. <a href=\\\"https:\/\/www.clasp.org\/wp-content\/uploads\/2022\/10\/2022.10.12_Advancing-Disability-Equity-and-Access-in-TANF-and-SNAP-for-People-with-Long-COVID.pdf\\\">https:\/\/www.clasp.org\/wp-content\/uploads\/2022\/10\/2022.10.12_Advancing-Disability-Equity-and-Access-in-TANF-and-SNAP-for-People-with-Long-COVID.pdf<\/a>\",\"id\":\"16871e08-b0bc-4b5b-9f2a-7aa586825c21\"},{\"content\":\"Someone experiencing homelessness, on average, submits 40% fewer documents compared to other applicants. Applicants experiencing homelessness are about 31% more likely to be denied for missing documents than those with stable housing. (Docker, C., Giannella, E., Hung, N., &amp; Jooste, F. (2019, February). <em>Barriers to CalFresh for applicants experiencing homelessness. <\/em>Code for America.\u00a0 <a href=\\\"https:\/\/s3-us-west-1.amazonaws.com\/codeforamerica-cms1\/documents\/Barriers-to-CalFresh-Report_Code-for-America_February-2019.pdf\\\">https:\/\/s3-us-west-1.amazonaws.com\/codeforamerica-cms1\/documents\/Barriers-to-CalFresh-Report_Code-for-America_February-2019.pdf<\/a>)\",\"id\":\"e2a86581-1df0-4edc-bbd0-051bdf279c8e\"},{\"content\":\"Gelles-Watnick, R. (2024, January 31). <em>Americans\u2019 use of mobile technology and home broadband.<\/em> Pew Research Center. <a href=\\\"https:\/\/www.pewresearch.org\/internet\/2024\/01\/31\/americans-use-of-mobile-technology-and-home-broadband\/\\\">https:\/\/www.pewresearch.org\/internet\/2024\/01\/31\/americans-use-of-mobile-technology-and-home-broadband\/<\/a>\",\"id\":\"0464ef56-9210-44f9-a8ef-910929723ac0\"},{\"content\":\"Code for America. (2024). <em>Benefits enrollment field guide<\/em>. <a href=\\\"https:\/\/codeforamerica.org\/explore\/benefits-enrollment-field-guide\/\\\">https:\/\/codeforamerica.org\/explore\/benefits-enrollment-field-guide\/<\/a>\",\"id\":\"2a5b69fc-e209-43b8-8408-84edf6d663b0\"},{\"content\":\"In 2024, Code for America reported an increase in online applications across U.S. states, with 77% of all applications now being online, compared to 64% in 2019. (Code for America. (2024)).\",\"id\":\"021851c7-b4b1-48e9-b29e-50be59ff6046\"},{\"content\":\"This is why it\u2019s critical to give people choice in how they interact with benefits, such as providing the option to apply with paper applications and visiting field offices in person.\",\"id\":\"57e39fe6-032e-47b0-a2e5-11bac86e0b7e\"},{\"content\":\"Hecker, I., Spaulding, S., &amp; Kuehn, D. (2021, September). <em>Digital skills and older workers: Supporting success in training and employment in a digital world<\/em>.. Urban Institute. <a href=\\\"https:\/\/www.urban.org\/sites\/default\/files\/publication\/104771\/digital-skills-and-older-workers.pdf\\\">https:\/\/www.urban.org\/sites\/default\/files\/publication\/104771\/digital-skills-and-older-workers.pdf<\/a>;\u00a0 Yang, R., Gao, S., &amp; Jiang, Y. (2024). Digital divide as a determinant of health in the U.S. older adults: Prevalence, trends, and risk factors.\u00a0 <em>\u00a0BMC Geriatrics<\/em>. <a href=\\\"https:\/\/pmc.ncbi.nlm.nih.gov\/articles\/PMC11662839\/\\\">https:\/\/pmc.ncbi.nlm.nih.gov\/articles\/PMC11662839\/<\/a>\",\"id\":\"eea089df-6298-4ed7-b58b-d8bf79f78972\"},{\"content\":\"Auxier, B., Rainie, L., Anderson, M., Perrin, A., Kumar, M., &amp; Turner, E. (2019, November 15). <em>Americans and privacy: Concerned, confused, and feeling lack of control over their personal information<\/em>. Pew Research Center. <a href=\\\"https:\/\/www.pewresearch.org\/internet\/2019\/11\/15\/americans-and-privacy-concerned-confused-and-feeling-lack-of-control-over-their-personal-information\/\\\">https:\/\/www.pewresearch.org\/internet\/2019\/11\/15\/americans-and-privacy-concerned-confused-and-feeling-lack-of-control-over-their-personal-information<\/a>\",\"id\":\"c1456cc2-9a43-4d2c-b230-fae64b9b8897\"},{\"content\":\"McClain, C., Faverio, M., Anderson, M., &amp; Park, E. (2023, October 18).<em> How Americans view data privacy<\/em>. Pew Research Center.\u00a0 https:\/\/www.pewresearch.org\/internet\/2023\/10\/18\/how-americans-view-data-privacy\/\",\"id\":\"c7f16fa2-4398-4d5a-ad18-41a7a64c66fc\"},{\"content\":\"Madden, M. (2017, September 27).<em> <\/em><a href=\\\"https:\/\/datasociety.net\/pubs\/prv\/DataAndSociety_PrivacySecurityandDigitalInequality.pdf\\\"><em>Understanding the privacy and security experiences of low-SES populations<\/em><\/a><em>.<\/em> Data and Society. <a href=\\\"https:\/\/datasociety.net\/pubs\/prv\/DataAndSociety_PrivacySecurityandDigitalInequality.pdf\\\">https:\/\/datasociety.net\/pubs\/prv\/DataAndSociety_PrivacySecurityandDigitalInequality.pdf<\/a>\",\"id\":\"3d0d739b-5f0a-4fe4-84ee-6f398395df54\"},{\"content\":\"McClain et al. (2023).\",\"id\":\"c036e112-e0a7-4683-a910-e41dfadd41f1\"},{\"content\":\"U.S. Food and Nutrition Service. (2025). <em>Supplemental Nutrition Assistance Program (SNAP)\u2014key statistics and research. <\/em><a href=\\\"https:\/\/www.ers.usda.gov\/topics\/food-nutrition-assistance\/supplemental-nutrition-assistance-program-snap\/key-statistics-and-research\\\">https:\/\/www.ers.usda.gov\/topics\/food-nutrition-assistance\/supplemental-nutrition-assistance-program-snap\/key-statistics-and-research<\/a>\",\"id\":\"024d7289-ac5d-4e01-bf81-dbc372f9f4fd\"},{\"content\":\"Medicaid.gov. (2025). <em>April 2025 Medicaid and CHIP enrollment data highlights. <\/em><a href=\\\"https:\/\/www.medicaid.gov\/medicaid\/program-information\/medicaid-and-chip-enrollment-data\/report-highlights\\\">https:\/\/www.medicaid.gov\/medicaid\/program-information\/medicaid-and-chip-enrollment-data\/report-highlights<\/a>\u00a0\",\"id\":\"2b4d7ff6-a258-491d-8887-b4738521b6a4\"},{\"content\":\"Rhoades, H., Wenzel, S.L., Rice, E., Winetrobe, H., &amp; Henwood, B. (2017, March 22). No digital divide? Technology use among homeless adults. <em>Journal of Social Distress and Homelessness<\/em>, <em>26<\/em>(1), 73\u201477. <a href=\\\"https:\/\/www.tandfonline.com\/doi\/full\/10.1080\/10530789.2017.1305140\\\">https:\/\/www.tandfonline.com\/doi\/full\/10.1080\/10530789.2017.1305140<\/a>\",\"id\":\"f6f9dffc-fe5c-431e-9a3e-30253defd97e\"},{\"content\":\"Fatima, K., Schuckers, M., Cruz-Ortiz, G., Hou, D., Purnapatra, S., Andrews, T., Neupane, A., Marshall, B., &amp; Schuckers, S. (2024). A large-scale study of performance and equity of commercial remote identity verification technologies across demographics. 2024 IEEE International Joint Conference on Biometrics, 1\u20138. https:\/\/ieeexplore.ieee.org\/document\/10744432; National Institute of Standards and Technology. (2019, December 19). NIST study evaluates effects of race, age, sex on face recognition software. U.S. Department of Commerce. https:\/\/www.nist.gov\/news-events\/news\/2019\/12\/nist-study-evaluates-effects-race-age-sex-face-recognition-software; Buolamwini, J., &amp; Gebru, T. (2018). Gender shades: Intersectional accuracy disparities in commercial gender classification. Proceedings of Machine Learning Research, 81, 1\u201315. https:\/\/proceedings.mlr.press\/v81\/buolamwini18a\/buolamwini18a.pdf; Currah, P., &amp; Mulqueen, T. (2011). Securitizing gender: Identity, biometrics, and transgender bodies at the airport. Social Research. 78(2), 557\u2013582. <a href=\\\"https:\/\/academicworks.cuny.edu\/cgi\/viewcontent.cgi?article=1334&amp;context=gc_pubs\\\">https:\/\/academicworks.cuny.edu\/cgi\/viewcontent.cgi?article=1334&amp;context=gc_pubs<\/a>.\",\"id\":\"8ecffc33-6f12-4c9c-a9c9-4d6a6f37ff16\"},{\"content\":\"Hanmer, M.J., &amp; Novey, S.<a href=\\\"https:\/\/www.voteriders.org\/wp-content\/uploads\/2023\/04\/CDCE_VoteRiders_ANES2020Report_Spring2023.pdf\\\"> <\/a>(2023, March 13). <em>Who lacked photo ID in 2020?: An exploration of the American National Election Studies. <\/em>Center for Democracy and Civic Engagement. https:\/\/www.voteriders.org\/wp-content\/uploads\/2023\/04\/CDCE_VoteRiders_ANES2020Report_Spring2023.pdf\",\"id\":\"dc352a69-b1d3-4c8d-9d83-5789bb05ff9d\"},{\"content\":\"ten Brink, R.N., &amp; Scollan, R.I. (2019, September). <em>Usability of biometric authentication methods for citizens with disabilities. <\/em>MITRE. https:\/\/www.mitre.org\/sites\/default\/files\/2021-11\/prs-19-1396-usability-biometrics-for-disabilities.pdf\",\"id\":\"ee05e759-d9d3-49e3-8277-b4b05a4dbe65\"},{\"content\":\"Madden, M. (2017).\",\"id\":\"6905be27-56f8-49c5-982b-036d398ef9b3\"},{\"content\":\"McClain et al. (2023).\",\"id\":\"5bbe3644-bcbd-4ec1-b616-a2de382f894f\"},{\"content\":\"Green, G., Runner, S., &amp; McKethen, T. (2023, September). <em>Identity in practice report: Understanding identity crimes in Black communities.<\/em> Identity Theft Resource Center. https:\/\/static1.squarespace.com\/static\/66d87d8bf73b364cf7d6ac11\/t\/67c8c2434d38ca0736cb039c\/1741210180443\/Identity+in+Practice+Report+-+Sept+2023.pdf\",\"id\":\"4366bc2f-f22b-4786-9343-7782141eedbe\"},{\"content\":\"Federal Deposit Insurance Corporation. (2024, November). <em>2023 FDIC national survey of unbanked and underbanked households. <\/em>https:\/\/www.fdic.gov\/household-survey\/2023-fdic-national-survey-unbanked-and-underbanked-households-executive-summary\",\"id\":\"16b7fcbb-f523-4d33-b097-7f6eb4360415\"},{\"content\":\"Hepinstall, M., Chandrasekhar, C., Carroll, P., Dykstra, N., &amp; Ulucay, Y.<a href=\\\"https:\/\/images.go.experian.com\/Web\/ExperianInformationSolutionsInc\/%7B63ec9888-37ea-405c-b39d-7492de9143ce%7D_FINALExperian_report_14_01.pdf\\\"> <\/a>(2022). <em>Financial inclusion and access to credit.<\/em> Oliver Wyman. https:\/\/images.go.experian.com\/Web\/ExperianInformationSolutionsInc\/%7B63ec9888-37ea-405c-b39d-7492de9143ce%7D_FINALExperian_report_14_01.pdf\",\"id\":\"b92f029b-23b8-43c4-a7d0-3faf4b2f2642\"},{\"content\":\"Brevoort, K.P., Grimm, P., &amp; Kambara, M. (2015, May). <em>Data point: Credit invisibles<\/em>. Consumer Financial Protection Bureau's Office of Research. <a href=\\\"https:\/\/files.consumerfinance.gov\/f\/201505_cfpb_data-point-credit-invisibles.pdf\\\">https:\/\/files.consumerfinance.gov\/f\/201505_cfpb_data-point-credit-invisibles.pdf<\/a>\",\"id\":\"44ae485e-91ab-4fd3-8e26-9bac0a93864d\"},{\"content\":\"Keith, M., Shao, B., &amp; Steinbart, P.<a href=\\\"https:\/\/scispace.com\/pdf\/a-behavioral-analysis-of-passphrase-design-and-effectiveness-39twfjqxa2.pdf\\\"> <\/a>(2009). A behavioral analysis of passphrase design and effectiveness. <em>Journal of the Association for Information Systems<\/em>, <em>10<\/em>(2). <a href=\\\"https:\/\/scispace.com\/pdf\/a-behavioral-analysis-of-passphrase-design-and-effectiveness-39twfjqxa2.pdf\\\">https:\/\/scispace.com\/pdf\/a-behavioral-analysis-of-passphrase-design-and-effectiveness-39twfjqxa2.pdf<\/a>\",\"id\":\"8f8909ae-0018-4c5e-82b5-455ed8e9cbda\"},{\"content\":\"Sorrell, E.B., Kennan, A., Reddy, A., Granger, I., Xiong, M., Zhao, O., &amp; Sanchez Lopez, Q. (2024, December 3). <em>2024 Edition: Account creation and identity proofing in online public benefits applications.<\/em>\u00a0 Digital Benefits Network. <a href=\\\"https:\/\/digitalgovernmenthub.org\/publications\/2024-edition-account-creation-and-identity-proofing-in-online-public-benefits-applications\/\\\">https:\/\/digitalgovernmenthub.org\/publications\/2024-edition-account-creation-and-identity-proofing-in-online-public-benefits-applications\/<\/a>\",\"id\":\"9fea930f-1348-4b90-8704-e3915d1bc2a5\"},{\"content\":\"Sham, S. (2024, September 28). Security questions: Best practices, examples, and ideas. Okta. <a href=\\\"https:\/\/www.okta.com\/blog\/2021\/03\/security-questions\/\\\">https:\/\/www.okta.com\/blog\/2021\/03\/security-questions\/<\/a>\",\"id\":\"d7a4e979-9d7f-4531-bb32-69a80874fa88\"},{\"content\":\"Peacock, A. (2023, November 27). Designing accessible security questions: A trauma-informed approach. UX Collective. <a href=\\\"https:\/\/uxdesign.cc\/designing-accessible-security-questions-4af91b74d002\\\">https:\/\/uxdesign.cc\/designing-accessible-security-questions-4af91b74d002<\/a>\",\"id\":\"e8775ef2-818d-400f-b735-1145b2aaeaad\"},{\"content\":\"Pearson, J. (2024, May 2) The breach of a face recognition firm reveals a hidden danger of biometrics. <em>WIRED<\/em>. <a href=\\\"https:\/\/www.wired.com\/story\/outabox-facial-recognition-breach\/\\\">https:\/\/www.wired.com\/story\/outabox-facial-recognition-breach\/<\/a>\",\"id\":\"93317bbb-2e2f-40d7-8bbb-0a2049111d76\"},{\"content\":\"These data points are drawn from the DBN\u2019s assessment of online Medicaid applications. During the data collection process for that assessment, it was sometimes difficult to ascertain whether a given portal allowed users to apply for non-MAGI Medicaid, so the dataset online includes non-MAGI Medicaid as a benefits program category.\u00a0 We did not ask research participants to specify whether they were receiving Medicaid through a MAGI or a non-MAGI eligibility pathway.\",\"id\":\"0eed5886-50a9-4582-a44e-d39867088eff\"}]","_taxonomy_term_order_authors":"","_taxonomy_term_order_benefits-journey":"","_taxonomy_term_order_benefits-program":"","_taxonomy_term_order_event-type":"","_taxonomy_term_order_example-format":"","_taxonomy_term_order_intended-audience":"","_taxonomy_term_order_organization":"","_taxonomy_term_order_produced-by":"","_taxonomy_term_order_resource-format":"","_taxonomy_term_order_service-delivery-area":"","_taxonomy_term_order_topic":""},"authors":[639,2393],"benefits-journey":[],"benefits-program":[10,15,18],"example-format":[],"intended-audience":[74,69,70,71,72,76,62,59,77,64,68,65,56,75,80,73,66,57,58,79],"location":[151,115,103],"organization":[1302,1424],"produced-by":[168,177],"resource-format":[186],"service-delivery-area":[228],"topic":[258,244,285],"published-year":[1918],"class_list":["post-28112","publication","type-publication","status-publish","has-post-thumbnail","hentry","authors-elizabeth-bynum-sorrell","authors-rachel-meade-smith","benefits-program-medicaid-chip","benefits-program-snap-supplemental-nutrition-assistance-program","benefits-program-ui-unemployment-insurance","intended-audience-academic","intended-audience-county-government-agency","intended-audience-county-government-executive-branch","intended-audience-county-government-legislative-branch","intended-audience-federal-national-government-agency","intended-audience-federal-national-government-executive-branch","intended-audience-federal-national-government-legislative-branch","intended-audience-local-municipal-government-agency","intended-audience-local-municipal-government-executive-branch","intended-audience-local-municipal-government-legislative-branch","intended-audience-non-profit","intended-audience-state-provincial-government-agency","intended-audience-state-provincial-government-executive-branch","intended-audience-state-provincial-government-legislative-branch","intended-audience-territorial-government-agency","intended-audience-territorial-government-executive-branch","intended-audience-territorial-government-legislative-branch","intended-audience-tribal-indigenous-government-agency","intended-audience-tribal-indigenous-government-executive-branch","intended-audience-tribal-indigenous-government-legislative-branch","location-arizona-az","location-massachusetts-ma","location-new-york-ny","organization-beeck-center-for-social-impact-innovation","organization-digital-benefits-network","produced-by-academic","produced-by-non-profit","resource-format-report","service-delivery-area-benefits","topic-authentication-accounts","topic-digital-identity","topic-identity-proofing","published-year-1918"],"yoast_head":"<!-- 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