Arizona Department of Transportation Innovates with Azure AI Vision

The Arizona Department of Transportation (ADOT) is committed to providing safe and efficient transportation services to the residents of Arizona. With a focus on innovation and customer service, ADOT’s Motor Vehicle Division (MVD) continually seeks new ways to enhance its services and improve the overall experience for its residents.

The challenge

ADOT MVD had a tough challenge to ensure the security and authenticity of transactions, especially those involving sensitive information.

Every day, the department needs to verify thousands of customers seeking to use its online services to perform activities like updating customer information including addresses, renewing vehicle registrations, ordering replacement driver licenses, and ordering driver and vehicle records. Traditional methods of identity verification, such as manual checks and physical presence, were not only time-consuming and error-prone, but didn’t provide any confidence that the department was dealing with the right customer in remote interactions, such as online using its web portal. With high daily demand and stringent security requirements, the department recognized the need to enhance its digital presence and improve customer engagement.

Facial verification technology has been a longstanding method for verifying a user's identity on-device and online account login for its convenience and efficiency. However, challenges are increasing as malicious actors persist in their attempts to manipulate and deceive the system through various spoofing techniques.

The solution

To address these challenges, the ADOT turned to Azure AI Vision Face API (also known as Azure Face Service), with Liveness Detection. This technology leverages advanced machine learning algorithms to verify the identity of individuals in real time. The Liveness Detection feature aims to verify that the system engages with a physically present, living individual during the verification process. This is achieved by differentiating between a real (live) and fake (spoof) representation which may include photographs, videos, masks, or other means to mimic a real person. By using facial verification and liveness detection, the system can determine whether the person in front of the camera is a live human being and not a photograph or a video. This cutting-edge technology has transformed the way the department operates to make it more efficient, secure, and reliable.

Implementation and collaboration

The department worked closely with Microsoft's team to ensure a seamless integration of the technology.

"We were extremely excited to partner with Microsoft to use their passive liveness verification and facial verification all in one step," said Grant Hawkes, a contracted partner with the department’s Motor Vehicle Modernization (MvM) Project and its Lead Foundation Architect.

"The Microsoft engineers were super receptive and super helpful. They would actually tweak the software a little bit for our use case, making our lives much easier. We have this wonderful working relationship with Microsoft, and they were extremely open with us, extremely receptive to ideas and whatever else it took. And we've only seen the ease of use get better and better and better.”

Key benefits

ADOT MVD has realized numerous benefits from the adoption of Azure AI Vision face liveness and verification functionality:

1. Enhanced security—The technology has helped to reduce the risk of identity theft and fraud by enabling the verification of identities in real time, so the department can ensure that only authorized individuals can access sensitive information and complete transactions.
2. Improved efficiency—By streamlining the verification process, the time required for identity checks has been reduced. In addition, the department is now able to offer some services online that were previously only able to be done in office, such as driver license renewals and title transfers.
3. Accessibility—The technology has made the process easier for individuals with disabilities and the elderly to complete transactions, as they no longer have to make their way to an office for certain services. In this way, it's more inclusive and user-friendly.
4. Cost-effective—The Azure AI Vision face technology works seamlessly across different devices, including laptops and smartphones, without requiring expensive hardware, and fits into ADOT’s existing budget.

Verifying mobile driver's licenses (mDLs) is one of the most significant applications of this technology. Arizona was one of the first states to offer ISO 18013-5 compliant mDLs, allowing residents to store their driver's licenses on their mobile devices, making it more convenient and secure.

Another notable application is electronic transfer of vehicle titles. Residents can now transfer vehicle titles electronically, eliminating the need for physical presence and paperwork. This will make the process much easier for citizens, while also making it more efficient and secure, reducing the risk of fraud.

On-demand authentication

ADOT MVD has also developed an innovative solution called on-demand authentication (ODA). This allows residents to verify their identity remotely using their mobile devices. When a resident calls ADOT MVD’s call center, they receive a text message with a link to verify their identity. The system uses Azure AI Vision to perform facial verification and liveness detection, ensuring that the person on the other end of the call is who they claim to be.

"This technology has been key in mitigating fraud by increasing our confidence that we're working with the right person," said Grant Hawkes. "The whole process takes maybe a few seconds and is user-friendly for both the call center representative and the customer."

Future plans

The success of Azure AI Vision has prompted ADOT to explore further applications, and other state agencies are now looking at adopting the technology as well.

"We see this growing and growing," said Grant Hawkes. "We're working to roll this technology out to more and more departments within the state as part of a unified identity solution. We see the value in this technology and what can be done with it."

The ADOT’s adoption of Azure AI Vision Face liveness and verification functionality has transformed the way the department operates. By enhancing security, improving efficiency, and making services more accessible, the technology has brought significant benefits to both the department and the residents of Arizona. As the department continues to innovate and expand the use of this technology, it sets a benchmark for other states and organizations to follow.

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Get started:

• Learn more about Azure AI Vision.
• Learn more about Face Liveness Detection, a milestone in identity verification.
• See how face detection works. Try it now.
• Read about Enhancing Azure AI Vision Face API with Liveness Detection.

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