The challenge

Objective

• To confirm a user’s identity and speed up and simplify the process for applications made to a UK Central Government Department.

Outcome

• A secure, easy-to-use digital identity ecosystem was designed and built to meet new legislation post-Brexit
• The system handles peaks of over 30,000 applications per day
• 99.97% system availability (above the SLA)

Results that matter

• Through the app, real-time identity verification happens in just 10 minutes using facial recognition and near field communication (NFC) on a normal mobile phone to read passports – with no requirement to post documentation or visit a local service provider.
• The average time to process an application reduced significantly, from four months to under two weeks.
• Over 620,000 applications were made in the first month since the full launch of the scheme (30 March to 30 April 2019). By 30 April 2022, over 6.5 million applications had been received.
• Up to the 31st January 2023, there were over 1 million downloads of the Document Check app on Google Play, with an average rating of 4.3 out of 5. 

The use of a mobile application and facial-recognition technology was a first in this critical government process and the immediate results speak for themselves – online identity verification is much easier for the people who are making the application, and it also means applications are processed more quickly. This has demonstrated the public’s willingness to accept digital onboarding routes and has shown that technology is capable of delivering high levels of identity assurance. This system also has environmental benefits, because applicants don’t need to print and send evidential documents, or travel to a department office to have a face-to-face verification.

Moving forward with digital authentication

In 2021, the new programme was set up to process critical applications for a UK Central Government Department. 

To make the process easier, the programme team wanted an app that would allow people to confirm their identity quickly and securely from their smartphones, rather than having to visit the Department’s offices in person or send documents by post.

6point6 was contracted to set the technical direction for and to design the architecture of the core programme for a new and complex system. To develop and deliver this system, we worked with several technology partners comprising over 500 developers, across more than 20 multi-supplier teams. As negotiations had yet to be concluded with the EU, this required some agility on our part to ensure we responded quickly to changing business requirements.

Replacing passwords with passports

The user-authentication component of the system was designed to negate the need for a user password. Instead, users can register with their passport number, date of birth and a mobile phone number, where system-generated PIN codes are sent when they log in. At the back end, a secure digital status which cannot be lost, damaged or tampered with, future-proofs their application status.

ePassport chip reading, facial recognition and aliveness detection technology are used to authenticate documents, compare images and mitigate attempts at identity fraud, while APIs link to the HMRC (Her Majesty’s Revenue and Customs) data warehouse to confirm tax footprints – all in real time. In addition to the integration of all these services, the system supports multiple electronic IDs (eID), including ePassports, UK biometric residence cards and EU citizen eID cards. 

Using the Scaled Agile Framework (SAFE®) and an incremental delivery approach, we worked closely with our client colleagues and other government departments to ensure the technical roadmap and architecture was aligned to and could integrate with other department architectures.

Architecture for rapid delivery and scalability

By implementing event-based architecture, we were able to rapidly develop and scale the service to meet demand and quickly deploy new features to improve the user experience.

We used the 6point6 Enterprise Architecture as a Service (EASE) methodology to document the architecture at an enterprise level for the entire programme, and at solution level for individual services that plugged into the programme. 

At the enterprise level, we were responsible for the design of the system, working with various leaders to create a roadmap for the programme that would allow them to prioritise what had to be done based on technical dependencies and business requirements.

The transition to an end-to-end digital service that’s available 24/7 was a significant one. Users can now log in to check their status at any time. We also provided change-management support to delivery teams.

Setting a precedent

After only a three-month beta phase, the app was live on GOV.UK. It provided three paths for identity confirmation: post, visiting a local service provider, or taking a completely digital route. 

Integration through event-based architecture has ensured that overall system integrity is maintained and scaled with peak demands, even if individual components are down. 

The programme has established a precedent – and platform – for future application processes.