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Agencia Estatal de Administración Tributaria

Challenge

As part of the Cl@ve project, a platform for identification, authentication, and signing for public administrations (AAPP), the Spanish Tax Agency (AEAT) is responsible for the user registration service and the Cl@ve Móvil authentication system. In its role as head of the registration application, the AEAT needed to reinforce this process with a robust identity verification solution. 

The main goal was to provide citizens with secure, remote access to digital government services requiring a high level of identity assurance (High LoA). However, their existing methods, either in-person visits or basic video conferencing tools, were inefficient, not available 24/7, and offered poor user experiences. These limitations hindered the digital transformation of citizen services and frustrated users seeking convenience and accessibility. 

Solution

To modernize and streamline their identity verification process, AEAT deployed VideoID, a certified, video-based identity verification solution designed to meet the highest level of assurance (High LoA). The solution is part of the offer presented by Telefónica, one of Signicat’s main partners in Spain and provides a blend of advanced technology and human oversight, aligned perfectly with AEAT's requirements. 

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“VideoID is not only a solution for the private sector but also has numerous use cases in the public sector and is eIDAS and AMLR compliant. From processes requiring a low level of assurance to those requiring the highest level of assurance, VideoID is secure, fast and offers a great user experience.” 

José María Naranjo, Director of Public Sector at Signicat
Cl@ve video identification

Why VideoID Was Chosen 

  • Live Video Interaction: Unlike static photo uploads or asynchronous video, VideoID uses real-time streaming. This improves fraud detection, enables immediate problem resolution, and adds a layer of transparency and interactivity that traditional methods lack.
  • Biometric and Document Verification: The system combines biometric facial recognition with OCR-based document scanning to validate user identity. Liveness detection ensures the person is physically present, not a spoof or replay.
  • Omni-Channel Accessibility: Citizens can access the platform from any device, mobile, tablet, or desktop, enabling flexibility and reducing barriers to entry.
  • Human Verification: For High LoA cases, a trained agent manually validates each session in 90–180 seconds, ensuring compliance with stringent identity assurance standards while keeping the process fast and scalable. 

How VideoID works 

  • Initiation: Users start the onboarding from AEAT’s portal and are redirected to the VideoID interface.
  • Document Submission: Citizens scan the front and back of their national ID. OCR extracts and verifies data.
  • Facial Verification: A video of the user's face is recorded and compared against the ID photo. The system requests the user to perform an action to confirm liveness.
  • Civil Servant Review: to ensure a High Level of Assurance, a civil servant reviews the session in real time before final approval.
  • Access Granted: Citizens receive immediate access to basic services, and High LoA access is unlocked once the agent validation is complete. 

Compliance and Certification 

VideoID is fully compliant with Anex F11 of STIC-140 from CCN, with ETSI 119 461 rules and with eIDAS regulation. Also, VideoID is certified by LINCE (Spain’s Laboratorio Nacional de Certificación Electrónica), ensuring full alignment with national and European regulations for electronic trust services. This was crucial for AEAT, which operates in one of the most heavily regulated digital identity environments in Europe.

“We are delighted that our VideoID solution has been retained for the citizen identity verification process supported by the AEAT, which provides access to so many public services,” says José María Naranjo, Director of Public Sector at Signicat. “VideoID is not only a solution for the private sector but also has numerous use cases in the public sector and is eIDAS and AMLR compliant. From processes requiring a low level of assurance to those requiring the highest level of assurance, VideoID is secure, fast and offers a great user experience.” 

Cl@ve video identification

Results 

The implementation of VideoID High marked a significant breakthrough in AEAT’s digital transformation. 

High Assurance, Fully Digital Onboarding 

For the first time, the Spanish Tax Agency (AEAT) has a fully digital onboarding process available 24/7 to citizens with the highest level of identity assurance (High LoA). This enables secure remote registration and grants users their access to a wider range of government services online, without requiring in-person visits to AEAT offices. 

From April until December 2025, the AEAT has onboarded over 1,2 million new citizens through this digital process. 

Superior User Experience 

AEAT has acknowledged that the user experience delivered by VideoID High is superior to that of competitor solutions. The process is seamless, efficient, and accessible from any device with a camera and internet access (mobile, tablet, desktop).  

Strategic Leadership in Digital Public Services 

By adopting VideoID High, AEAT has positioned itself as a leader in digital identity verification within the public sector. This transformation demonstrates how government institutions can effectively combine security, compliance, and usability to modernize service delivery and increase citizen satisfaction.