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Helping people access government services through Login.gov
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class="overflow-hidden"><div class="bg-sage-900"><div class="responsive-container z-10 relative pt-2xl lg:pt-3xl pb-2xl"><div><h1 class="animate-titleSlide font-sans type-preset-1 font-bold md:font-black w-full text-sage-200 xl:w-3/4">Case Study</h1><p class="animate-titleSlideB text-white type-preset-1 font-sans font-bold md:font-black w-full xl:w-3/4 pb-md">Helping people access government services through Login.gov</p><div class="animate-titleSlideC font-serif font-light type-preset-4 py-lg text-white w-full xl:w-3/4"><p class="pb-md">Nava is working with the General Services Administration, Fearless, and the U.S. Postal Service to design, build, and deliver a new in-person identity verification service to nearly 20,000 USPS locations. This tool will help more people access critical government benefits and services.<!-- --> </p></div></div></div></div><div class="relative responsive-container xl:mb-0"><div class="bg-sage-900 h-[64px] md:h-[96px] lg:h-[128px] w-full absolute z-0 top-0 left-0 right-0 lg:left-1/2 lg:w-screen lg:-translate-x-1/2"></div><div class="relative aspect-video pb-[56.25%] w-full"><div class="w-full absolute top-0 left-0 bottom-0 bg-sage-50"><img alt="A female, South Asian USPS employee checks the ID card of an older, white man. " fetchpriority="high" width="16" height="9" decoding="async" data-nimg="1" class="w-full object-cover animate-fadeIn" style="color:transparent;width:100%;height:auto" sizes="100vw" srcSet="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F2hTiVEd6HYTGAXQUGTKGjP%2F72338d646c8b7c7031c059254d253f99%2FHelping_people_access_public_benefit_programs_through_Login-gov.png&w=640&q=75 640w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F2hTiVEd6HYTGAXQUGTKGjP%2F72338d646c8b7c7031c059254d253f99%2FHelping_people_access_public_benefit_programs_through_Login-gov.png&w=750&q=75 750w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F2hTiVEd6HYTGAXQUGTKGjP%2F72338d646c8b7c7031c059254d253f99%2FHelping_people_access_public_benefit_programs_through_Login-gov.png&w=828&q=75 828w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F2hTiVEd6HYTGAXQUGTKGjP%2F72338d646c8b7c7031c059254d253f99%2FHelping_people_access_public_benefit_programs_through_Login-gov.png&w=1080&q=75 1080w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F2hTiVEd6HYTGAXQUGTKGjP%2F72338d646c8b7c7031c059254d253f99%2FHelping_people_access_public_benefit_programs_through_Login-gov.png&w=1200&q=75 1200w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F2hTiVEd6HYTGAXQUGTKGjP%2F72338d646c8b7c7031c059254d253f99%2FHelping_people_access_public_benefit_programs_through_Login-gov.png&w=1920&q=75 1920w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F2hTiVEd6HYTGAXQUGTKGjP%2F72338d646c8b7c7031c059254d253f99%2FHelping_people_access_public_benefit_programs_through_Login-gov.png&w=2048&q=75 2048w" src="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F2hTiVEd6HYTGAXQUGTKGjP%2F72338d646c8b7c7031c059254d253f99%2FHelping_people_access_public_benefit_programs_through_Login-gov.png&w=2048&q=75"/><div class="w-[128px] md:w-[192px] lg:w-[256px] h-full absolute z-10 top-0 sm:block hidden"><img alt="" fetchpriority="high" width="8" height="4" decoding="async" data-nimg="1" class="w-full object-cover PageHeader_fadeIn__X8YB3" style="color:transparent;width:100%;height:auto" sizes="100vw" srcSet="/_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=640&q=75 640w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=750&q=75 750w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=828&q=75 828w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=1080&q=75 1080w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=1200&q=75 1200w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=1920&q=75 1920w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=2048&q=75 2048w" src="/_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=2048&q=75"/></div></div></div></div></header><div class="animate-fadeIn2"><div class="responsive-container py-2xl flex flex-col-reverse md:grid md:grid-cols-12 "><article id="article" class="w-full md:col-span-8 text-gray-900 font-serif "><section id="intro"></section><section id="summary"><h2 class="type-preset-3 font-bold font-sans pt-lg pb-md">Summary</h2><p class=" py-md type-preset-5">The General Services Administration鈥檚 (GSA) Login.gov is the public鈥檚 one account for secure, private access to government programs. Some of Login.gov鈥檚 partner agencies require people to verify their identities, which is why Login.gov traditionally offers online identity verification that requires people to upload a state-issued ID. However, some people are unable to do this. That's why Nava supported GSA and prime contractor Fearless in building an in-person verification option through local Post Offices. We now continue to optimize in-person proofing (IPP), unlocking access to critical government benefits and services for hundreds of thousands of people.</p><blockquote class="my-2xl border-l-[20px] border-l-plum-50 pl-md "><div class="text-plum-900 type-preset-5 font-serif font-bold"><p class=" py-md type-preset-5">- 18,000 postal service locations offering in-person proofing (IPP) identity services</p><p class=" py-md type-preset-5">- Over 8,000 people have successfully verified their identities using IPP</p></div></blockquote></section><section id="approach"><h2 class="type-preset-3 font-bold font-sans pt-lg pb-md">Approach</h2><p class=" py-md type-preset-5">GSA鈥檚 Login.gov platform offers people secure and private online access to government programs, such as federal benefits, services, and applications. In line with GSA鈥檚 mission to deliver effective and efficient government services, Login.gov allows people to use the same username and password to access any partner agency, like USAJOBS, Global Entry, and the U.S. Small Business Administration.聽</p><p class=" py-md type-preset-5">Some of these agencies require people to verify their identities, which oftentimes can be done online. One can upload a state-issued ID which Login.gov checks, along with other personal information, against several databases.聽</p><p class=" py-md type-preset-5">However, sometimes online identity verification can鈥檛 be completed. This can occur for several reasons, like if the person doesn't have access to certain technology or if they didn't take a good enough photo of their ID. As a complement to online identity verification, Nava helped GSA build an in-person proofing service, and we continue to optimize it. IPP allows those who are unable to use the online verification process to verify their identities. People can complete in-person verification with a USPS retail associate at a local Post Office.</p></section><section id="outcomes"><h2 class="type-preset-3 font-bold font-sans pt-lg pb-md">Outcomes</h2><p class=" py-md type-preset-5">Earlier this year, the team successfully rolled out IPP to 18,000 of the 31,000 postal locations across the country. As of August 2023, over 8,000 people have successfully verified their identities using IPP. Our shared work has helped make Login.gov accessible to populations who have found it challenging to use this service.聽聽</p><p class="type-preset-4 font-bold font-sans pt-lg pb-md">Process</p><p class=" py-md type-preset-5">To test the end-to-end IPP experience, we began by launching a regional pilot of IPP at seven postal locations in the Washington, D.C. metro area. This initial usability testing helped uncover bugs, usability issues, and process improvements.</p><p class=" py-md type-preset-5">Testing participants then expanded to members of our two pilot partner agencies鈥攖he U.S. Department of Veterans Affairs (VA) and the Railroad Retirement Board (RBB). The 90-day pilot gave Veterans and railroad retirees in and around Washington D.C. access to IPP. This phase was critical because it allowed us to understand how actual users of Login.gov would navigate the service.聽</p><p class=" py-md type-preset-5">Next, the team prepared for our rollout of IPP to 18,000 USPS locations across the country. We improved key screens throughout the end-to-end IPP experience and delivered new features like Post Office location search. The latter was especially important since we rolled out to 18,000 of the 31,000 USPS locations, so users needed a way to know which Post Offices offer IPP. We also performed A/B testing to help improve the user experience, and conducted usability testing to better understand what users want out of the service.聽</p></section><section id="closing-summary"><h2 class="type-preset-3 font-bold font-sans pt-lg pb-md">Closing Summary</h2><p class=" py-md type-preset-5">Launching IPP in small bites helped us identify risks early on and synthesize user feedback into further iterations, ultimately allowing us to successfully launch IPP鈥檚 nationwide pilot. The limited nationwide pilot allowed Veterans and Railroad Retirees to verify their identities at participating Post Offices across the country. But our work isn鈥檛 done鈥攚e will continue to use agile methods to improve the service and expand its impact.</p><p class=" py-md type-preset-5">Going forward, we plan to research ways to make IPP even more secure so that we can onboard more partner agencies. We鈥檙e conducting in-person and remote usability testing to better understand the end-to-end journey of Login.gov, from the digital workflow through on-site USPS interactions.聽</p><p class=" py-md type-preset-5">We鈥檙e also exploring ways to make IPP accessible to more diverse populations, such as non-English speakers and residents of Puerto Rico. One way to achieve this is by shifting more of the IPP experience to in-person, because much of it still occurs online. We believe this would make IPP even more accessible to a broad range of people.</p></section><div class="mt-xl font-sans"><h2 class="font-bold type-preset-6 pb-xs">Written by</h2><hr class="h-[2px] bg-gray-300" aria-hidden="false"/><div class="grid grid-cols-9 w-full font-sans type-preset-7 py-md"><div class="col-span-2 sm:col-span-1 mr-sm"><img alt="" loading="lazy" width="65" height="65" decoding="async" data-nimg="1" class="object-cover" style="color:transparent;max-width:100%;height:auto" srcSet="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FkxaOoj1LEROztJhhGJt0M%2Fbce292c1d8daa1529cb2fcf6a797544a%2FT03M7E63A-U02QKDMK6MS-7d6fc81a5299-512.jpg&w=96&q=75 1x, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FkxaOoj1LEROztJhhGJt0M%2Fbce292c1d8daa1529cb2fcf6a797544a%2FT03M7E63A-U02QKDMK6MS-7d6fc81a5299-512.jpg&w=256&q=75 2x" src="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FkxaOoj1LEROztJhhGJt0M%2Fbce292c1d8daa1529cb2fcf6a797544a%2FT03M7E63A-U02QKDMK6MS-7d6fc81a5299-512.jpg&w=256&q=75"/></div><div class="sm:pl-md col-span-7 sm:col-span-8 block sm:grid sm:grid-cols-8"><div class="w-full sm:col-span-3 pr-sm"><p class="font-bold"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/authors/harlan-weber" target="">Harlan Weber</a></p><p class="text-gray-700">Principal designer </p></div><div class="w-full sm:col-span-5 sm:pt-0 pt-sm">Harlan Weber is a design program lead and principal designer at Nava. Before joining Nava, Harlan held product and design roles at Massachusetts Bay Transportation Authority (MBTA) and at the Commonwealth of Massachusetts. </div></div></div><div class="grid grid-cols-9 w-full font-sans type-preset-7 py-md"><div class="col-span-2 sm:col-span-1 mr-sm"><img alt="" loading="lazy" width="65" height="65" decoding="async" data-nimg="1" class="object-cover" style="color:transparent;max-width:100%;height:auto" srcSet="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F76QasjPRCpvWp1NF99qbCR%2F0089c04034b1b629532780ed302d1106%2F1582324168765.jpg&w=96&q=75 1x, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F76QasjPRCpvWp1NF99qbCR%2F0089c04034b1b629532780ed302d1106%2F1582324168765.jpg&w=256&q=75 2x" src="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F76QasjPRCpvWp1NF99qbCR%2F0089c04034b1b629532780ed302d1106%2F1582324168765.jpg&w=256&q=75"/></div><div class="sm:pl-md col-span-7 sm:col-span-8 block sm:grid sm:grid-cols-8"><div class="w-full sm:col-span-3 pr-sm"><p class="font-bold"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/authors/ero-gray" target="">Ero Gray</a></p><p class="text-gray-700">Senior project manager</p></div><div class="w-full sm:col-span-5 sm:pt-0 pt-sm">Ero Gray is a senior project manager at Nava with many years of experience in government and nonprofit technology.</div></div></div><div class="grid grid-cols-9 w-full font-sans type-preset-7 py-md"><div class="col-span-2 sm:col-span-1 mr-sm"><img alt="" loading="lazy" width="65" height="65" decoding="async" data-nimg="1" class="object-cover" style="color:transparent;max-width:100%;height:auto" srcSet="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F6KRxG3IYZVphO7SkXbSTNy%2Fbb4140212948c2612de7d6003e863129%2FT03M7E63A-UED55BM52-7c72cb3054e9-512.png&w=96&q=75 1x, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F6KRxG3IYZVphO7SkXbSTNy%2Fbb4140212948c2612de7d6003e863129%2FT03M7E63A-UED55BM52-7c72cb3054e9-512.png&w=256&q=75 2x" src="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F6KRxG3IYZVphO7SkXbSTNy%2Fbb4140212948c2612de7d6003e863129%2FT03M7E63A-UED55BM52-7c72cb3054e9-512.png&w=256&q=75"/></div><div class="sm:pl-md col-span-7 sm:col-span-8 block sm:grid sm:grid-cols-8"><div class="w-full sm:col-span-3 pr-sm"><p class="font-bold"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/authors/tomas-apodaca" target="">Tomas Apodaca</a></p><p class="text-gray-700">Senior software engineer</p></div><div class="w-full sm:col-span-5 sm:pt-0 pt-sm">Tomas Apodaca is a senior software engineer at Nava. Before Nava, Tomas held various software engineer and design roles oriented toward public service.</div></div></div><div class="grid grid-cols-9 w-full font-sans type-preset-7 py-md"><div class="col-span-2 sm:col-span-1 mr-sm"><img alt="" loading="lazy" width="65" height="65" decoding="async" data-nimg="1" class="object-cover" style="color:transparent;max-width:100%;height:auto" srcSet="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F13dNqOYSNid9LUzgZHdLB6%2Fedb4a22b014ab3c972cf9e22cfbe502b%2FDavid_DSilva-NAVA130886.jpg&w=96&q=75 1x, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F13dNqOYSNid9LUzgZHdLB6%2Fedb4a22b014ab3c972cf9e22cfbe502b%2FDavid_DSilva-NAVA130886.jpg&w=256&q=75 2x" src="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F13dNqOYSNid9LUzgZHdLB6%2Fedb4a22b014ab3c972cf9e22cfbe502b%2FDavid_DSilva-NAVA130886.jpg&w=256&q=75"/></div><div class="sm:pl-md col-span-7 sm:col-span-8 block sm:grid sm:grid-cols-8"><div class="w-full sm:col-span-3 pr-sm"><p class="font-bold"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/authors/david-dsilva" target="">David D'Silva</a></p><p class="text-gray-700">Senior product manager </p></div><div class="w-full sm:col-span-5 sm:pt-0 pt-sm">David D鈥橲ilva is a senior product manager at Nava. Before joining Nava, David held various product management roles in the private sector. </div></div></div><div class="grid grid-cols-9 w-full font-sans type-preset-7 py-md"><div class="col-span-2 sm:col-span-1 mr-sm"><img alt="" loading="lazy" width="65" height="65" decoding="async" data-nimg="1" class="object-cover" style="color:transparent;max-width:100%;height:auto" srcSet="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FYMeq1bs802BdH6mylugni%2F1c2d7828a218cc626b737140d22ad56d%2FKira_Leadholm-NAVA130324__2_.jpg&w=96&q=75 1x, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FYMeq1bs802BdH6mylugni%2F1c2d7828a218cc626b737140d22ad56d%2FKira_Leadholm-NAVA130324__2_.jpg&w=256&q=75 2x" src="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FYMeq1bs802BdH6mylugni%2F1c2d7828a218cc626b737140d22ad56d%2FKira_Leadholm-NAVA130324__2_.jpg&w=256&q=75"/></div><div class="sm:pl-md col-span-7 sm:col-span-8 block sm:grid sm:grid-cols-8"><div class="w-full sm:col-span-3 pr-sm"><p class="font-bold"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/authors/kira-leadholm" target="">Kira Leadholm</a></p><p class="text-gray-700">Editorial manager</p></div><div class="w-full sm:col-span-5 sm:pt-0 pt-sm">Kira Leadholm is the editorial manager at Nava. Before working at Nava, she held various editorial roles and worked as a reporter at outlets including the Better Government Association, SF Weekly, and the Chicago Reader. </div></div></div></div></article><div class="hidden md:block md:col-span-1"></div><div class="w-full md:col-span-3 pt-md "><div class="type-preset-7"><div class="font-sans md:block flex justify-between pb-xl md:pb-2xl"><div><div class="pb-2xl"><p class="font-sans"><b class="font-bold block pb-sm">Published</b>September 7, 2023</p></div><div class="md:pb-2xl"><p class="font-bold pb-sm">Authors</p><ul><li id="Harlan Weber" class="pb-md "><p><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/authors/harlan-weber" target="">Harlan Weber</a></p><p class=" text-gray-700">Principal designer </p></li><li id="Ero Gray" class="pb-md "><p><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/authors/ero-gray" target="">Ero Gray</a></p><p class=" text-gray-700">Senior project manager</p></li><li id="Tomas Apodaca" class="pb-md "><p><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/authors/tomas-apodaca" target="">Tomas Apodaca</a></p><p class=" text-gray-700">Senior software engineer</p></li><li id="David D'Silva" class="pb-md "><p><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/authors/david-dsilva" target="">David D'Silva</a></p><p class=" text-gray-700">Senior product manager </p></li><li id="Kira Leadholm" class="pb-md "><p><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/authors/kira-leadholm" target="">Kira Leadholm</a></p><p class=" text-gray-700">Editorial manager</p></li></ul></div></div><div><p class="font-bold pb-md">Topics</p><ul><li id="Agile development" class="pb-md"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/tags/agile-development" target="">Agile development</a></li><li id="Accessibility" class="pb-md"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/tags/accessibility" target="">Accessibility</a></li><li id="Veterans" class="pb-md"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/tags/veterans" target="">Veterans</a></li> </ul></div></div></div><div class="mt-md type-preset-7 sticky top-48 w-full max-w-[240px] hidden md:block "><h3 class="font-sans font-bold pb-sm">On this page</h3><ul class="border-l-2 border-gray-200"><li class="font-sans pl-lg my-md ml-[2px]"><a class=" text-gray-600 hover:text-sage-700 " href="#intro" target="">Intro</a></li><li class="font-sans pl-lg my-md ml-[2px]"><a class=" text-gray-600 hover:text-sage-700 " href="#summary" target="">Summary</a></li><li class="font-sans pl-lg my-md ml-[2px]"><a class=" text-gray-600 hover:text-sage-700 " href="#approach" target="">Approach</a></li><li class="font-sans pl-lg my-md ml-[2px]"><a class=" text-gray-600 hover:text-sage-700 " href="#outcomes" target="">Outcomes</a></li><li class="font-sans pl-lg my-md ml-[2px]"><a class=" text-gray-600 hover:text-sage-700 " href="#closing-summary" target="">Closing Summary</a></li></ul></div></div></div><section id="1pYAdGCsPqyvwabAZckxAN-more-posts" class="pt-xl pb-4xl"><div class="responsive-container"><hr class="h-[2px] bg-gray-300" aria-hidden="false"/><div class="w-full pt-md flex justify-between items-center "><div class="md:w-2/3 "><h2 class="font-sans type-preset-3 font-bold">More from Nava<!-- --> </h2></div><div class="hidden md:inline-block"></div></div></div><div class="pt-2xl"><section class=""><div class="responsive-container "><div class="w-full"><div class="w-full grid grid-cols-1 md:grid-cols-2 lg:grid-cols-3 gap-x-md md:gap-x-2xl gap-y-3xl "><div class="w-full self-stretch "><a href="/news/georgetown-universitys-better-government-lab" class="group flex flex-col sm:flex-row gap-md md:flex-col h-full article-feed" aria-labelledby="/news/georgetown-universitys-better-government-lab"><div class="w-full sm:w-1/3 md:w-full"><img alt="" loading="lazy" width="16" height="9" decoding="async" data-nimg="1" class="bg-navy-700 object-cover w-full group-hover:scale-105 ease-in duration-200" style="color:transparent;width:100%;height:auto" src="https://images.ctfassets.net/t2ekr6eg3fr3/rbULRB9VPQmpbfB1gOLwr/f4c9aa83ebdc2c2c3633e7b22a56797d/Toolkit_Pattern_5_V2.svg"/></div><div class="w-full sm:w-2/3 md:w-full"><div class=" type-preset-8 text-gray-500 mb-md">October 11, 2023</div><p id="/news/georgetown-universitys-better-government-lab" class="type-preset-6 mb-sm font-bold tracking-tight text-gray-900 font-sans group-hover:text-sage-400">Nava partners with Georgetown University鈥檚 Better Government Lab</p><p class="type-preset-6 font-sans text-gray-700">We're partnering with the Better Government Lab at Georgetown University McCourt School of Public Policy.</p></div></a></div><div class="w-full self-stretch "><a href="/insights/bringing-diverse-perspectives-modernize-ada-gov" class="group flex flex-col sm:flex-row gap-md md:flex-col h-full article-feed" aria-labelledby="/insights/bringing-diverse-perspectives-modernize-ada-gov"><div class="w-full sm:w-1/3 md:w-full"><img alt="An illustration of a middle-aged Black man in a wheelchair sitting at a desk. He is typing on a laptop and holding a phone between his ear and shoulder. " loading="lazy" width="16" height="9" decoding="async" data-nimg="1" class="bg-navy-700 object-cover w-full group-hover:scale-105 ease-in duration-200" style="color:transparent;width:100%;height:auto" sizes="100vw" srcSet="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F73iHuA1vfJVaUoiXOZxkuW%2F05cc62c6091abef61b2b6f35945aff0f%2FPublic-Benefit-Report-ABD-Lead-V1.png&w=640&q=50 640w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F73iHuA1vfJVaUoiXOZxkuW%2F05cc62c6091abef61b2b6f35945aff0f%2FPublic-Benefit-Report-ABD-Lead-V1.png&w=750&q=50 750w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F73iHuA1vfJVaUoiXOZxkuW%2F05cc62c6091abef61b2b6f35945aff0f%2FPublic-Benefit-Report-ABD-Lead-V1.png&w=828&q=50 828w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F73iHuA1vfJVaUoiXOZxkuW%2F05cc62c6091abef61b2b6f35945aff0f%2FPublic-Benefit-Report-ABD-Lead-V1.png&w=1080&q=50 1080w, 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modernize ADA.gov</p><p class="type-preset-6 font-sans text-gray-700">The Department of Justice contracted Nava and 18F to redesign ADA.gov, aiming to make ADA rights easier to find, understand, and share.</p></div></a></div><div class="w-full self-stretch "><a href="/case-studies/observations-integrated-eligibility-enrollment" class="group flex flex-col sm:flex-row gap-md md:flex-col h-full article-feed" aria-labelledby="/case-studies/observations-integrated-eligibility-enrollment"><div class="w-full sm:w-1/3 md:w-full"><img alt="A white man and a Black man talk at a table while drinking coffee." loading="lazy" width="16" height="9" decoding="async" data-nimg="1" class="bg-navy-700 object-cover w-full group-hover:scale-105 ease-in duration-200" style="color:transparent;width:100%;height:auto" sizes="100vw" 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id="/case-studies/observations-integrated-eligibility-enrollment" class="type-preset-6 mb-sm font-bold tracking-tight text-gray-900 font-sans group-hover:text-sage-400">Observations from successful integrated eligibility and enrollment projects</p><p class="type-preset-6 font-sans text-gray-700">Working on integrated benefits systems with Vermont, California, and other states has highlighted a few key strategies for success.</p></div></a></div></div></div></div></section><div class="responsive-container md:hidden py-lg flex justify-end"></div></div></section><section class="relative w-full bg-plum-50 hide-in-print"><div class="responsive-container pt-md flex flex-col md:flex-row justify-start"><div class="w-full md:w-1/2 pt-3xl pb-md md:pt-4xl md:pb-3xl"><h3 class="type-preset-3 font-bold text-plum-900">Partner with us</h3><p class="pt-sm type-preset-3 font-bold text-plum-600 pb-2xl">Let鈥檚 talk about what we can build together.</p><div><button class="font-sans font-bold h-[55px] 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","width":1280,"height":720},"isBottomGapRemoved":true,"pageHeader":{"id":"1pYAdGCsPqyvwabAZckxAN-header","title":"Case Study","variant":"Post","subtitle":"Helping people access government services through Login.gov","body":"Nava is working with the General Services Administration, Fearless, and the U.S. Postal Service to design, build, and deliver a new in-person identity verification service to nearly 20,000 USPS locations. This tool will help more people access critical government benefits and services.","image":{"id":"2hTiVEd6HYTGAXQUGTKGjP","url":"https://images.ctfassets.net/t2ekr6eg3fr3/2hTiVEd6HYTGAXQUGTKGjP/72338d646c8b7c7031c059254d253f99/Helping_people_access_public_benefit_programs_through_Login-gov.png","title":"Helping people access public benefit programs through Login-gov","description":"A female, South Asian USPS employee checks the ID card of an older, white man. ","width":1280,"height":720},"eventInfo":null,"hideHeroPattern":false},"description":"We're helping to design, build, and deliver an in-person identity verification service that will help more people access critical government services.","contentBlocks":[false,{"__typename":"PostBody","id":"1pYAdGCsPqyvwabAZckxAN-body","body":{"json":{"data":{},"content":[{"data":{},"content":[{"data":{},"marks":[],"value":"Summary","nodeType":"text"}],"nodeType":"heading-2"},{"data":{},"content":[{"data":{},"marks":[],"value":"The General Services Administration鈥檚 (GSA) Login.gov is the public鈥檚 one account for secure, private access to government programs. Some of Login.gov鈥檚 partner agencies require people to verify their identities, which is why Login.gov traditionally offers online identity verification that requires people to upload a state-issued ID. However, some people are unable to do this. That's why Nava supported GSA and prime contractor Fearless in building an in-person verification option through local Post Offices. We now continue to optimize in-person proofing (IPP), unlocking access to critical government benefits and services for hundreds of thousands of people.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"content":[{"data":{},"marks":[],"value":"- 18,000 postal service locations offering in-person proofing (IPP) identity services","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"- Over 8,000 people have successfully verified their identities using IPP","nodeType":"text"}],"nodeType":"paragraph"}],"nodeType":"blockquote"},{"data":{},"content":[{"data":{},"marks":[],"value":"Approach","nodeType":"text"}],"nodeType":"heading-2"},{"data":{},"content":[{"data":{},"marks":[],"value":"GSA鈥檚 Login.gov platform offers people secure and private online access to government programs, such as federal benefits, services, and applications. In line with GSA鈥檚 mission to deliver effective and efficient government services, Login.gov allows people to use the same username and password to access any partner agency, like USAJOBS, Global Entry, and the U.S. Small Business Administration.聽","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Some of these agencies require people to verify their identities, which oftentimes can be done online. One can upload a state-issued ID which Login.gov checks, along with other personal information, against several databases.聽","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"However, sometimes online identity verification can鈥檛 be completed. This can occur for several reasons, like if the person doesn't have access to certain technology or if they didn't take a good enough photo of their ID. As a complement to online identity verification, Nava helped GSA build an in-person proofing service, and we continue to optimize it. IPP allows those who are unable to use the online verification process to verify their identities. People can complete in-person verification with a USPS retail associate at a local Post Office.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Outcomes","nodeType":"text"}],"nodeType":"heading-2"},{"data":{},"content":[{"data":{},"marks":[],"value":"Earlier this year, the team successfully rolled out IPP to 18,000 of the 31,000 postal locations across the country. As of August 2023, over 8,000 people have successfully verified their identities using IPP. Our shared work has helped make Login.gov accessible to populations who have found it challenging to use this service.聽聽","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Process","nodeType":"text"}],"nodeType":"heading-3"},{"data":{},"content":[{"data":{},"marks":[],"value":"To test the end-to-end IPP experience, we began by launching a regional pilot of IPP at seven postal locations in the Washington, D.C. metro area. This initial usability testing helped uncover bugs, usability issues, and process improvements.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Testing participants then expanded to members of our two pilot partner agencies鈥攖he U.S. Department of Veterans Affairs (VA) and the Railroad Retirement Board (RBB). The 90-day pilot gave Veterans and railroad retirees in and around Washington D.C. access to IPP. This phase was critical because it allowed us to understand how actual users of Login.gov would navigate the service.聽","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Next, the team prepared for our rollout of IPP to 18,000 USPS locations across the country. We improved key screens throughout the end-to-end IPP experience and delivered new features like Post Office location search. The latter was especially important since we rolled out to 18,000 of the 31,000 USPS locations, so users needed a way to know which Post Offices offer IPP. We also performed A/B testing to help improve the user experience, and conducted usability testing to better understand what users want out of the service.聽","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Closing Summary","nodeType":"text"}],"nodeType":"heading-2"},{"data":{},"content":[{"data":{},"marks":[],"value":"Launching IPP in small bites helped us identify risks early on and synthesize user feedback into further iterations, ultimately allowing us to successfully launch IPP鈥檚 nationwide pilot. The limited nationwide pilot allowed Veterans and Railroad Retirees to verify their identities at participating Post Offices across the country. But our work isn鈥檛 done鈥攚e will continue to use agile methods to improve the service and expand its impact.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Going forward, we plan to research ways to make IPP even more secure so that we can onboard more partner agencies. We鈥檙e conducting in-person and remote usability testing to better understand the end-to-end journey of Login.gov, from the digital workflow through on-site USPS interactions.聽","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"We鈥檙e also exploring ways to make IPP accessible to more diverse populations, such as non-English speakers and residents of Puerto Rico. One way to achieve this is by shifting more of the IPP experience to in-person, because much of it still occurs online. 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