City of Richmond Unifies Citizen Services with Ping Identity
Challenge
Before Ping Identity (formerly ForgeRock), the City of Richmond struggled with siloed departments and fragmented login systems that frustrated citizens and increased security risks across its digital services.
Results
With Ping Identity, Richmond launched a centralized RVA identity portal. Now, citizens use one set of credentials for everything from utilities to taxes, significantly improving engagement and administrative efficiency.
Objective
The City of Richmond aimed to become a smarter city by simplifying how its 230,000 residents interact with local government. The objective was to eliminate the need for multiple usernames and passwords, creating a seamless, secure, and user-centric digital gateway for all municipal departments.
Challenge
The city’s digital landscape was highly fragmented, with each department—such as Public Utilities, Finance, and Parks & Recreation—operating its own independent identity system. This siloed approach created a poor user experience for citizens and made it difficult for the IT team to maintain consistent security standards and data privacy across the board.
Solution
Richmond implemented Ping Identity (formerly ForgeRock) to serve as the city’s primary authentication authority. By leveraging a unified identity platform, the city integrated disparate legacy applications into a single portal. This enabled modern features like automated password resets and secure, attribute-based access control, allowing the city to retire outdated, high-maintenance systems.
Results
The city successfully launched its unified digital identity portal, providing citizens with a true one city, one login experience. This modernization has not only improved citizen satisfaction but also enhanced the city's security posture by centralizing identity management and reducing the attack surface. The IT team can now scale services more efficiently, supporting the city's long-term growth and digital innovation.
The identity platform is the front door for the city. It’s what gives our citizens the confidence that their interactions with us are secure and modern.
Bill Saffo
IT Director, City of Richmond
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