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Delaware Pushes Single Sign-On to Improve User Experience

CIO Jason Clarke explains that with 80,000 registered users able to access more than 80 state applications with a single credential, Delaware is making digital government services easier and more secure for residents.

Delaware CIO Jason Clarke
Government Technology/David Kidd
Creating a single point of entry for citizens to access online government services is a bit of a Holy Grail for state IT agencies. Last fall, GovTech talked to CIOs from Nebraska and Missouri about where they are on the path toward a unified government identity. And at the NASCIO Midyear Conference this week, Delaware CIO Jason Clarke described his state’s user-centered approach to identity and access management.

Delaware has built their single sign-on system in a way that both protects resident data and makes for a seamless experience regardless of the digital service they’re using, whether it’s the DMV or Parks and Recreation.

“The user experience piece is a big driver for us,” Clarke said, “along with the security aspect.”

The platform has been in the works for a while, but Clarke said in the past year, Delaware IT has really turned toward that user focus. The state now has more than 80,000 residents registered for the service, which allows them to access upward of 80 online services.

Massachusetts CIO Jason Snyder described something similar in his state, where they see the single sign-on as a base on which they’ll build a “singular digital experience for every constituent within Massachusetts.” Essential to that is ensuring a consistent look and feel across all digital services, creating that ideal user experience for residents.
Lauren Kinkade is the managing editor for Government Technology magazine. She has a degree in English from the University of California, Berkeley, and more than 15 years’ experience in book and magazine publishing.
Noelle Knell is the executive editor for e.Republic, responsible for setting the overall direction for e.Republic’s editorial platforms, including <i>Government Technology</i>, <i>Governing</i>, <i>Industry Insider, Emergency Management</i> and the Center for Digital Education. She has been with e.Republic since 2011, and has decades of writing, editing and leadership experience. A California native, Noelle has worked in both state and local government, and is a graduate of the University of California, Davis, with majors in political science and American history.