For Customers who are using Online ID Verification (OIDV) for their DBS processes, you can now use the Post Office In-Branch Verification service . This is an alternative way for you to continue to outsource your identity verification for DBS applications whilst remaining completely compliant with the changing guidelines. Below you will find information on how this works and what your Subjects need to do.

All TaxiPlus customers who use OIDV will be migrated over to Post Office In-Branch Verification in the coming months, but if you would like to enable this on your account sooner, contact us on customersupport@taxiplus.co.uk.

TABLE OF CONTENTS

• Introduction
• Subject guidance
• Set up and Payment
• An overview of the Subject experience
  • 1. Fail to Complete with OIDV:
  • 2. Retrieve In-Branch Verification Letter: 
  • 3. Attend the Post Office: 
  • 4. Verification Process: The Post Office worker will: 
  • 5. Complete Case Portal & submit: 
  • 6. After Case Portal Submission
• What if IBV is not successful?
• What if the subjects want to change documents or visit another branch? 
• What if the IBV session expires? 

Introduction

If you are currently using our integrated Online Identity Verification (OIDV) as part of your DBS Application processes, you may have experienced an OIDV session failing to complete successfully. Where this happens, it has resulted in the responsibility for Manual Identity Verification being passed to either TaxiPlus or yourselves.

Now, instead of going directly to Manual Identity Verification you can now also opt to use Post Office In-Branch Verification for checking Subject identity documents associated with their DBS application.

Post Office In-Branch Verification (IBV) is a face-to-face identity checking service available in most Post Office branches across the UK. 

IBV allows Subjects to present their identity documents to trained Post Office staff, who will verify the documents and confirm the individual’s identity in line with DBS requirements. This is an alternative and accessible experience.

NOTE: Currently this method can only be used as an alternative to OIDV failures and for DBS Route 1 ID checking processes only.   

Subject guidance

All Subjects will be presented with clear guidance in their Case Portal on what information is required and what to expect as part of their IBV session. They will be required to attend a selected Post Office branch to complete their identity verification in person.  

Set up and Payment

Your processes will be automatically configured to allow for IBV when an OIDV session fails. 

The Subject will pay for IBV sessions when they attend the Post Office branch.

Each time a failed IBV session occurs, a Flag will be added to notify you.

The Subject will get 3 attempts before they are prompted to contact TaxiPlus to explore their options. 

Note: This may result in their case being cancelled and a partial refund issued.

An overview of the Subject experience

NOTE: the below is for information only and you are not required to take any action other than initiating Cases.

1. Fail to Complete with OIDV:

Some Subjects fail to complete OIDV. This may be due to not having acceptable documents, phone/camera issues, or many other reasons.

After failing OIDV Subjects will automatically be taken to a new IBV session booking screen. On this screen they will be asked to confirm: 

• Full name 
• Date of birth 
• Current address 
• A selection of current ID documents to take to the IBV session 
• Which Post Office branch they would like to attend for the in-person session 

2. Retrieve In-Branch Verification Letter: 

Once all details are submitted, a letter will be generated on screen, this will include: 

• A QR code for the Post Office Worker to scan & record the result of the identity verification session
• A deadline by which the IBV session must be completed 
• The exact documents to take to the session

Subjects will be instructed to take this letter to the Post Office branch.

Note: The Subject must bring the exact documents they have selected. The session cannot proceed without them.

This is a sample letter provided by the Post Office

At this stage, the case will be paused until the IBV session is completed. 

3. Attend the Post Office: 

Subjects visit their chosen Post Office.

They will be asked to present the generated letter (printed or electronic version) & the ID documents they selected.

4. Verification Process: 
The Post Office worker will: 

• Take scans of the ID documents 
• Complete a facial scan
• Verify the information against the provided documents and the Subjects likeness 
• Take payment (where applicable)
• Record the result of the session

5. Complete Case Portal & submit: 

Once the Post Office In-Branch Verification session is complete Subjects will receive an email prompting them to can continue with their Case Portal. 

6. After Case Portal Submission

From this point the process remains unchanged. We will Countersign as normal and to submit the application to the DBS & results will be accessible to view in TaxiPlus once available.

What if IBV is not successful?

An IBV session can result in an unsuccessful Identity Verification.

When this happens, the subject will receive an email with further instructions to contact Subject support. 

If there are still further attempts remaining, they can book another session in their Case Portal.