Secure Sign-in Transition with In-Person Support and Data Analytics

Department of Veterans Affairs

Secure Sign-in Transition with In-Person
Support and Data Analytics

Legacy Credentials Retired
4.5 Million Legacy Credentials Retired

Login.gov Credential Adoption
2.4 Million Login.gov Credentials Added (2023 to 2025)

ID.me Credential Adoption
4.4 Million ID.me Credentials Added (2023 to 2025)

Context

Veterans historically faced a fragmented and confusing sign-in process with multiple credential options, leading to poor user experiences, increased security risks, and high licensing costs. To address these challenges, the VA embarked on a modernization effort, a Secure Sign-in Transition, to help Veterans transition to Login.gov and ID.me as secure, unified sign-in options.

Challenge

VA needed a solution to track the migration of 1.3 million veterans using legacy credentials to modern ones while navigating a complex data environment. Veteran data was dispersed across multiple systems, each managed by distinct departments. Historically, no unified view of sign-in data existed, making it difficult for leadership to monitor migration progress or evaluate outreach effectiveness.

Delivered the first unified dashboard, offering VA leadership their first holistic view of sign-in data from multiple systems

Solution

greenthreads developed a groundbreaking dashboard using Domo, a cloud-based business intelligence tool, to provide VA stakeholders with their first-ever comprehensive view of sign-in data across multiple systems. Automated data flows ensured accurate and integrated reporting. The dashboard showcased trends related to credential adoption and usage, providing actionable insights related to veteran transitions from legacy credentials to Login.gov and ID.me. To enhance decision-making, greenthreads made the aggregated dataset available for downstream consumers in VA programs Office of Connected Care and MyHealtheVet. This enabled region-based reporting and enabled targeted support of veterans.

While data analytics played a critical role in informing decisions, greenthreads understood that each data point represented a veteran with unique challenges. The team supported in-person events to assist veterans struggling with in-person proofing or multi-factor authentication (MFA) requirements. By offering personalized, hands-on assistance, the team not only ensured veterans successfully transitioned to the new system but also created a space where they felt supported and understood during what could otherwise be a stressful process.

Result

  • Delivered the first unified dashboard, offering VA leadership a holistic view of sign-in data from multiple systems.
  • Provided actionable insights into migration trends, credential usage, authentication metrics, and help desk ticket trends.
  • Automated data aggregation, reducing manual effort and improving reporting accuracy.
  • Enabled real-time monitoring of email outreach campaign effectiveness.
  • Supported in-person proofing and MFA adoption through hands-on assistance for veterans.

Legacy Credentials Retired

4.5 Million Legacy Credentials Retired

 

Login.gov Credential Adoption

2.4 Million Login.gov Credentials Added (2023 to 2025)

ID.me Credential Adoption

4.4 Million ID.me Credentials Added (2023 to 2025)

Benefit

This initiative transformed VA’s ability to manage and track its Secure Sign-in Transition. By providing a centralized, transparent view of sign-in data for the first time, VA leadership gained the tools to make informed, data-driven decisions. Highlighted in the 2024 OIT Year in Review, this modernization effort exemplifies VA’s commitment to improving the veteran experience, enhancing data security, and streamlining access to benefits and services.