Case Study: The Department of Consumer and Regulatory Affairs improves customer interactions and service with Okta

The Department of Consumer and Regulatory Affairs Improves Customer Interactions and Service with Okta

The Department of Consumer and Regulatory Affairs (DCRA) needed a simpler, more secure way to manage access for hundreds of thousands of residents and businesses using its many online services. Before working with Okta, customers had to create separate usernames and passwords for different applications, making it difficult for both users and administrators to manage logins and support interactions.

Okta implemented Single Sign-On and customer identity and access management for DCRA, along with integration into its Kustomer CRM system. This gave users one set of credentials across applications and gave administrators centralized visibility, stronger security, and better customer context; within months, DCRA added more than 68,000 new user accounts, processed 780,000+ sign-ins on the Okta platform, and saw 90% of customers rate their experience as “excellent” or “satisfactory.”

The Department of Consumer and Regulatory Affairs

Ernest Chrappah

Director