The digital transformation of the UK is in full swing, with public services at the heart of it. From healthcare and social welfare to education, the need for efficient, secure, and accessible services is driving change. One of the key elements of this shift is the implementation of safe and simplified digital identity solutions. As the government focuses on digital inclusivity and efficiency, digital identity emerges as a critical tool in achieving these goals.
The need for digital identity in public services
The shift towards digital public services is motivated by the desire to enhance citizen experience and improve access to essential services. In sectors like healthcare, education, and social welfare, digital identity can play a key role by simplifying the process of accessing services while maintaining a strong focus on security and privacy.
For example, a secure digital identity system in healthcare enables patients to access their health records, make appointments, and manage prescriptions seamlessly. Instead of having to visit their physical GP practice or have multiple logins for different services, a unified identity approach can make healthcare interactions smoother. This efficiency is more than just convenience; it can improve response time during emergencies, management of chronic conditions, and ensure more personalised healthcare.
Similarly, in education, digital identities can be used to create unified access for students, teachers, and parents across different platforms. This allows them to access materials, submit assignments, and communicate with educators without multiple accounts or facing privacy risks. For teachers and administrators, streamlined access translates into better oversight of student progress and more time dedicated to education rather than administration.
Cybersecurity practitioners face a very similar challenge with a constant series of variables impacting our security posture. Consider the simple transaction of an employee connecting to a cloud application. This single action has at least seven variables that need to be considered before the request can be deemed secure, and access reasonably granted. These variables include identity, device, location, activity, application or service, instance of application or service and data type. The challenge in designing policy for risk management becomes evident when you recognise that every ‘user connecting to cloud app’ transaction potentially requires very different security and performance decisions based on these variables. There are strong parallels to F1 (and not just in our terminology;session, speed, risk factors, threats) as we look to ensure our employees can access essential services in the shortest time possible without completely cutting the brake lines.
Digital identity and transforming for a digital future
The UK government’s Transforming for a Digital Future: 2022 to 2025 roadmap outlines an ambitious strategy to reshape public services through digital innovation. Central to this vision is the principle of inclusivity – making services accessible to all citizens, regardless of their technological literacy or location. Digital identity solutions fit naturally into this by providing a consistent, secure, and easy way for individuals to engage with government services.
The government also aims to increase the use of data to drive decision-making, which requires a robust and secure identity infrastructure to ensure personal information is protected and used effectively. By adopting a well-designed digital identity system, public services can harness citizen data to deliver tailored services while maintaining trust and transparency. This addresses one of the key challenges in modern governance – balancing efficiency with the need for data protection.
The answer is through continuous assessment of these variables. For example, tools like a modern SASE (Secure Access Service Edge) platform combine analytics telemetry, much like that on an F1 team’s pit wall. This information can not only be presented to the employee but also to the network and security operations team and CISO. Outlier variables impacting performance or security can be discovered early and mitigated before they become a bigger problem, and policies and routing can be adjusted to maintain optimal performance. This is done through dynamic policies that determine the composite score of these risk variables and set actions (Allow, Block, Alert, Coach/Educate, Redirect).
Simplification, security, and trust
Simplification, security, and trust is at the centre of digital transformation. Citizens need to feel confident their data is safe, but they also want straightforward and efficient services. Digital identity offers a solution to both. The digital identity framework reduces friction while enhancing security by consolidating multiple logins and paperwork into a single secure platform.
Security is paramount, especially as digital services become more pervasive. In the UK, the evolving regulatory landscape for cybersecurity and digital privacy underscores the importance of strong identity management. Government services must comply with strict standards to ensure citizen data is safe from breaches, fraud, and misuse.
Beyond the technology itself, trust must also be cultivated at a societal level. Citizens need assurance digital identities are secure and used responsibly. Establishing a safe and simplified digital identity system can foster greater confidence in government services, encouraging more people to engage with digital platforms. This is especially crucial for populations that have been historically hesitant to adopt digital solutions due to concerns about privacy or access.
Inclusivity and accessibility
A critical component of the UK’s digital strategy is inclusivity – ensuring all citizens, regardless of their digital literacy or social circumstances, benefit from digital transformation. Digital identity solutions must go beyond just being technologically sound; they must also be accessible and easy to use.
Accessing services can often be challenging for individuals with disabilities, older adults, and those in rural areas. Digital identity solutions designed with accessibility in mind can bridge these gaps for example, features such as simplified user interfaces, the use of biometric identification etc. can help those who may struggle with passwords or need multi-language support.
Moreover, ensuring digital identity is available to citizens who lack access to traditional identification forms is critical. By offering alternative forms of verification, such as mobile-based verification or community-based validation, digital identity systems can reach those who are often excluded from conventional identity systems.
The UK’s drive for digital transformation is not just about technology but fundamentally improving how citizens experience government services. By implementing a secure and simplified digital identity framework, the government can streamline many of the processes that citizens find daunting today.
In addition, digital identity can help foster a more proactive approach to public service delivery. Rather than waiting for citizens to apply for benefits or services, government agencies can use digital identities to pre-emptively identify eligibility and notify citizens, reducing delays and ensuring support reaches those in need more efficiently.
Challenges and opportunities ahead
While digital identity has immense potential for transforming public services, it is not without challenges. Data privacy remains a significant concern, as does the need to prevent misuse or identity fraud. Implementing a digital identity solution requires balancing openness with rigorous security standards to protect sensitive personal information.
The UK has an opportunity to lead the way in this regard by creating a digital identity model that prioritises security and user experience. This involves technical implementation and stakeholder engagement, ensuring citizens, businesses and public sector bodies all understand the benefits and responsibilities of digital identities. Building public awareness and trust is crucial, as adoption will only be as strong as citizens’ confidence in the system and the protection of their data.
The digital transformation of the UK’s public services is well underway, with secure and simplified digital identity solutions playing a key role in shaping this evolution. By enhancing citizen access to essential services, digital identity is poised to make interactions with government services faster, more secure, and more user-friendly. Aligning with the Transforming for a Digital Future roadmap, these solutions are integral to making public services not just digital, but inclusive, accessible, and efficient for all.
Paul Inglis
Paul Inglis is Senior Vice President & General Manager EMEA at Ping Identity. With over 20 years of senior leadership experience at companies like Adobe and Hewlett-Packard, Paul currently leads the EMEA sales organisation for Ping Identity.
