Imagine this: you log onto your town’s website to submit a permit application. You enter your details, complete payment, and log off. A couple days later, you need to review your pet license, only to be asked to create a new account, re-enter all your personal details, and learn to navigate a completely different interface.

Later that day, you try to report a pothole on your street, but once again, you’re asked to set up a separate account.

For many Canadians, this fragmented experience is the reality of interacting online with their local government. These disjointed systems not only leave citizens feeling frustrated, but it’s also an inefficient use of resources.

There’s got to be a better way. And, fortunately, there is.

A unified digital identity, sometimes referred to as digital credentials, offers a single, secure account for residents and business owners. This gives them consistent, user-friendly access across all municipal services. And for your organization, you only need to focus on safeguarding a single identity store — instead of multiple — which helps prevent cyber breaches.

So, what exactly is single profile and how can your organization implement it? Let’s find out.

A unified digital identity is a single profile that allows your citizens to access multiple municipal services with only one login. So, instead of remembering different usernames and passwords, and then constantly re-entering them as they move from department to department, citizens can log in once and seamlessly interact across your organization’s systems.

Not only is this convenient, but it also serves as the foundation for a more connected, citizen-centred government. It sets your municipality up to securely link information, coordinate services, and deliver a more modern digital experience — all while improving cyber security.

According to the Digital Identity Index, Canada ranks among the top countries for digital identity capabilities. As more local governments invest in unified digital identity systems for residents and businesses, it will continue to the help enhance cyber security for municipalities nationwide.

For local governments, the advantages of having a unified digital identity extend well past the convenience factor. Some of the most impactful benefits include:

A single account reduces login fatigue and eliminates repeated data entry. Your citizens will enjoy a smoother, more convenient, and faster experience that mirrors the best practices they’ve learned to expect from the private sector.

With a single login, your local government can better understand how your citizens interact with your services. This can allow for more personalized experiences, like alerting them to any renewals, targeted program recommendations, and/or getting notifications based on their needs and preferences.

Siloed data and disjointed systems slow down your operations. By consolidating identity stores, your municipality can reduce duplication and gain better visibility into service requests. For instance, if a citizen files repeated complaints about the same issue, a unified system can help you connect those interactions so your team can respond more effectively.

Each identify store represents a potential point of vulnerability. By reducing the number of separate systems, it’s beneficial for both users and the municipality. For the organization, there are less identity data repositories to manage and secure, so they can focus on securing the single identity store. And on the user side, you only have to remember a single login credential and password.

In local government, trust is imperative. A single profile makes it easier for your citizens to give, withdraw, and manage consent across multiple programs and departments. A clear and accessible consent framework increases your transparency and builds residents’ confidence.

Your citizens want flexibility. And with a unified identity, they can start a process online through a chatbot and complete it later on by phone or in person. All without repeating authentication steps or navigating multiple or disjointed logins. This continuity makes sure your municipality is delivering a consistent, smooth service across all channels.

With the consolidated data of a single identity, your local government can more effectively deploy AI tools for predictive analytics, AI agents, and personalized service recommendations.

While the benefits sound promising, your municipal organization must still address the potential challenges of implementing a unified digital identity. Here are some of the common obstacles you may encounter:

Privacy and consent: Strong tools are needed to make sure your data is only used for authorized purposes. Your citizens need to feel they can control how their data is used through transparent processes.

Levels of assurance: Not all services will need the same level of identity verification. For instance, reporting a pothole on your street will likely not require the same level of assurance as paying taxes or getting a permit.

Investment: Implementing a unified system will require an upfront cost in technology, process, integration, and employee training. However, the long-term efficiency and security gains — and not paying multiple licensing and renewal fees — will likely outweigh the initial investment.

Public perception: You will have citizens who remain skeptical about a digital identify. In response, your municipality must use clear, citizen-centric, open communication and transparent processes to help build trust and encourage adoption.

You can’t transition to a unified digital identity in one fell swoop. Think of it more as a journey. As a leader, you can begin by taking practical steps that lay a foundation for a successful implementation. Here are four manageable steps you can start taking today:

1. Discovery: Audit your existing identity stores and map how citizens currently interact with your services. During this stage, identify any redundancies, pain points, and gaps.
2. Risk assessment: Evaluate the risks associated with having multiple identity stores. Prioritize opportunities to consolidate based on your biggest security vulnerability and service inefficiencies.
3. Consent framework: Develop or adopt a strong consent management tool to enable your citizens to control how their data is used across programs.
4. Pilot and scale: Consider starting with a pilot program for a limited set of services. Then, gather feedback from citizens and your employees. From there, you can measure its effectiveness, begin to refine the system, gradually expand from the pilot to larger programs.

In our 2025 municipal report, survey data revealed a gap between concern and action. Municipal leaders likely recognize the risks posed by siloed identify systems but hesitate to take the first steps to remedy the issue because of competing priorities and tight budgets and resources.

Here’s the good news: getting started doesn’t have to be difficult. MNP Digital’s team of experienced advisors help local governments by sharing insights, practical guidance, and solutions that align with citizen expectations and regulatory obligations.

Reach out to our team today to find out how we can help you achieve a unified digital identity.