This project report summarises the results of an OIX discovery project conducted on the subject of Identity Repair. It explored how users expect an identity repair service to work in a manner that respects their privacy and maintains their confidence in the GOV.UK Verify scheme. The project tested out an online identity repair function, which canvassed users’ channel preferences for contact during the interaction – online, telephone or face-to-face in order to understand which are most appropriate. It also considered how identity repair services should be branded.
Project Participants: Barclays, Experian, GBG, Post Office, Cabinet Office, Department for Work & Pensions, National Cyber Security Centre