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“In 2014, GDS expected over 100 departmental services to be using Verify by 2016.In October 2016, GDS predicted that 43 services would be using Verify by April 2018. None of the nine services that were in the pipeline for connecting to Verify during the remainder of 2016 was ready to do so by that date,” said the NAO report.The NAO report observed: “To achieve the target of 25 million users by April 2020, GDS needs the profile of users to increase at a much sharper rate from April 2019.The September 2015 business case predicted 4.4 million users by the end of March 2017.Part of the problem is that the Verify platform only caters for individual citizens, failing to meet many other well-known user needs.It offers no support for example for intermediaries acting on someone else’s behalf (essential for everyone from those with Power of Attorney to accountants to carers), and nothing for business users either.

It’s worth remembering that what we refer to as “Verify” is at least two things: an online identity assurance framework that establishes trust across private and public sectors; and the physical platform built by the Government Digital Service (GDS).Many users drop out of the process without success.When citizens who manage to get a Verify credential then try to use it with online government services, they can encounter additional problems.Various problems however were highlighted by the March 2017 National Audit Office (NAO) report, Digital transformation in government , including that the Verify platform missed its original 2012 live implementation date by nearly four years.Nine of the 12 services available when Verify finally launched in May 2016 also offered alternative ways for users to identify and authenticate themselves, confusing the online experience for users.

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