The Virginia Department of Social Services (VDSS) currently requires applicants to create unique login credentials and answer multiple security questions to access benefits through CommonHelp. While functional, this process can be time-consuming and difficult to navigate—often resulting in user frustration, duplicate accounts, and increased demand for customer support. Additionally, current identity verification measures are limited, making it difficult to proactively prevent fraud and ensure accurate program delivery.

To address these challenges, VDSS plans to implement enhanced electronic identity verification (EIV) within its upcoming rebuilt client-facing portal, CommonHelp. The new system will be procured through a competitive Request for Proposal (RFP) process, expected to be released toward the end of 2025, with a contract award anticipated in 2026. As EIV will be integrated into the redesigned platform, VDSS will not be able to fully report on its impact until the new portal goes live, which is projected for Fall 2027.