CitizenOne FAQ

What is CitizenOne?

CitizenOne is an e-services platform designed to help government manage the delivery of services in the digital channel. Built on a foundation of distributed trust, CitizenOne helps government manage citizen identification, privacy, trust, consent, the movement of data and government policy.

How does CitizenOne work?

The government client makes the decision of what services they will offer to citizens through the platform.  The first time a citizen seeks access to a service delivered through the platform they are prompted to create a profile/account.  After creating a profile, the citizen is presented with a highly flexible and intuitive user interface (the UI is customizable to meet the needs of the government client).  From the user interface, the citizen can manage their profile and decide to access any available service.  The citizen selects an available service, reviews and accepts the policy related to that service and CitizenOne provides a single sign-on mechanism to the government service or application.  Through CitizenOne governments can set rules that apply to each service, requiring the citizen to meet certain conditions before accessing the service (e.g. certain profile attributes, Multi-Factor Authentication, identity proofing).  Services are presented to citizens in the form of “service cards”.

After meeting the rules to access the service and after the citizen has completed the activity in the government application, CitizenOne allows them to view status updates and any other information regarding their service request in a convenient online notification centre that is part of the user interface.  The citizen can decide to configure CitizenOne to alert them of any new messages in their notification centre via SMS or email, ensuring they are kept aware of their service information in real time. 

If any payments for the government service being accessed are required, CitizenOne provides the citizen with the ability to securely provide payment details to the service provider. 

What is a service card?

Digital Service Cards (Service Cards) are a usability and service delivery component of CitizenOne that provide the government with the ability to enhance the citizen experience when accessing digital services.

Service cards allow government service providers to set service access rules on a service-by-service basis. The service card also allows a citizen to review service policy and make informed decisions on whether they choose to access the service through the digital channel.

Service cards act as a convenient way for service providers to more effectively communicate and interact with citizens who have accessed or would like to access their services. Upon login, a citizen is presented with a view that shows the services they are accessing or wanting to access from the government, each represented by a service card. As the citizen interacts with a service, information from the service provider is “painted back” to the service card to keep the citizen up to date and/or to quickly and conveniently manage their service request with the service provider.

Is CitizenOne secure?

The entire CitizenOne platform is highly secure, featuring full encryption of all data in transit and at rest.  

CitizenOne features advanced capabilities for ensuring citizen profile and application security with configurable capabilities to deliver stepped up authentication and protection from other security risks.

The need for strong security is balanced with usability to ensure that the solution will be used and adopted.  CitizenOne includes the broadest range of multi-factor authentication options available. The wide range of options ensures that every citizen can perform a strong authentication with minimal hassle, even from their mobile devices, and provides the government with controls that allow configuration to only require stepped up security when it is needed.

CitizenOne is available with SecureKey Concierge, what does this mean?

SecureKey Concierge is a service provided by Vivvo Strategic partner SecureKey. Concierge allows a citizen to log-in to their CitizenOne profile using their trusted and familiar bank credentials rather than their government provided credentials.  This helps ensure that forgotten usernames and passwords are a thing of the past, yet retains the citizen’s privacy when accessing government services. The average person uses their online banking credentials more than 17 times a month making it a high-velocity credential that is seldom forgotten.

What does it mean to provide services in context?  How does a single citizen interact with just one profile in several roles?

CitizenOne’s relationship model was designed to handle sophisticated and dynamic user relationships. A citizen can interact in multiple “persona contexts” from one online profile and governments can maintain control over the access any citizen has at any time. An example of this kind of functionality would include a citizen accessing government services on behalf of a business (e.g. CitizenOne can allow the citizen to use their personal account to access services on behalf of their business or as an employee of a business as delegated by their employer).  This type of relationship capability can also apply to other settings such as healthcare, where for example, a citizen may want to grant access to a new doctor to view their health records.  Or can be used to facilitate a family relationship with government service providers (e.g. a parent registering for a service on their child’s behalf).  This kind of capability lets a citizen do more with one profile and allows a government to use one mechanism for service delivery across all of the types of services they deliver.

How is CitizenOne scalable across the entire Government enterprise over time?

CitizenOne delivers continuous and uninterrupted service to connected services, as the government decides which services should be accessible from the platform they are “integrated” to CitizenOne in small integration projects.  CitizenOne has many service integration partners who can perform this work, or the CitizenOne deployment team will address the integration needs directly.  Furthermore, our comprehensive documentation suite will allow enterprise IT personnel the ability to integrate to CitizenOne in most cases and options for integration support are available.

What does the citizen experience look like?

The user experience layer of CitizenOne is completely flexible and can adhere to any UX design.  The flexibility of CitizenOne allows a government to deliver services using the user interface they choose.