It can be difficult for people to resolve issues after their identity is stolen. Victims report feeling burdened by the federal government’s decentralized redress process. The Pandemic Response Accountability Committee (PRAC) commissioned MITRE to produce a report that proposes a whole-of-government, victim-centered approach to comprehensively supporting individuals throughout the process.
This report provides the strategic and tactical design elements necessary for a reimagined process by first framing federal redress as a single enterprise, then using inputs from interviews with victims of identity fraud, advocacy groups, and federal and state benefits administrators to develop a set of guiding principles for the design elements (five from the victim’s perspective and five from the government administrator’s perspective). Those guiding principles informed the development of a one-stop shop business framework, and a processing platform with detailed capabilities that shows how stakeholders would engage with this new platform.
Though this report is a conceptual design of a strategic operating model, the report identifies three short-term, three mid-term, and three long-term considerations for the federal enterprise to consider as it moves from the proposed concept to implementation.