Business process scenarios - first time use

For any online service, there are four main process steps, as illustrated in the following diagrams:
Step 1 - Customer requests service
Step 2 - Establish identity
Step 3 - First time authorised use
Step 4 - Ongoing use

For each specific online service, an agency needs to determine how to incorporate the appropriate evidence of identity procedure and RealMe login service authentication functionality into the overall design of the website registration process for the first time user.

The self-identify, agency invite and back office patterns are all suitable for low risk online services. Moderate risk online services generally require an agency in-person step or use of verified identity via RealMe.


  • An agency needs to determine the most appropriate business process for the first time user (steps 1-3). There are a number of possible patterns - select each in turn to view the corresponding detail in the diagram.

Business process flow - first time use - generic steps

  • The customer self-identifies during registration. For a low risk service such as accessing a library catalogue or advertised jobs, it may be sufficient to just collect an email address to allow for some customisation and notification.

Business process flow - first time use - self-identifies

  • The agency invites an existing customer to use the online service. This pattern is commonly used where the agency maintains a register or issues licences to qualified professionals, and the evidence of identity process was a prerequisite step. Typically the invitation is an email that contains an authorisation code.

Business process flow - first time use - agency invite

  • The person makes an application to the agency via the online service and there is a subsequent back office process that allows access. This pattern is typically used for services or entitlements where there is a process to consider eligibility as well as verifying identity.

Business process flow - first time use - back office checks

  • A fully online registration process for a moderate risk online service is more challenging because the moderate strength evidence of identity involves in-person or referee checks. The DIA Identity Verification Service overcomes this constraint, and the assert and login pattern is a variation that provides online proof of identity.

Business process flow - first time use - verified identity assertion

The business process design for online services planning to use RealMe login service or RealMe assertion service is normally covered during the formal agency integration project process. For further initial information, contact the RealMe integration team with a general inquiry.