Government
Transforming Citizen Authentication for a National Tax Agency
Modernising Government Services Through Secure, Frictionless Voice Authentication
Discover how a national government tax and social support agency modernised telephone authentication, replacing repetitive security questions with voice biometrics and achieving widespread citizen adoption.
The Challenge
A national government tax and social support agency needed to modernise identity authentication across its telephone services while protecting access to sensitive citizen information.
With millions of residents accessing essential services, the agency required a secure and accessible approach that could reduce repetitive identity questions, improve the caller experience and encourage widespread adoption.
The Approach
Working alongside a major telecommunications provider and managed service partners, Auraya deployed its ArmorVox voice biometric technology across the agency’s IVR and contact centre environments.
Residents could enrol using spoken utterances once their identity had been authenticated and consent obtained. Returning callers could then be authenticated automatically within the IVR, with their authentication status displayed to contact centre agents, reducing the need for repetitive manual security questions.
Auraya also provided security and usability consulting and supported promotional activities to encourage citizen adoption.
The Results
- 800K+
Residents Enrolled in 12 Months
Exceeded the original target of 500,000 enrolments, demonstrating strong early adoption of voice authentication across national telephone services.
- 2.2M+
Enrolled Residents Within 30 Months
Reached more than 2.2 million enrolled residents within the first 30 months, demonstrating the scale of adoption across the agency’s telephone services.
- 60%+
Above the Original Enrolment Target
First-year enrolments exceeded the original target of 500,000 by more than 60%, reflecting strong citizen uptake of voice biometric authentication.
800K+
2.2M+
60%+Discover the Full Customer Story
Explore how a national government agency modernised citizen authentication, achieved large-scale voice biometric adoption and simplified access to essential telephone services.
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