Case Study: U.S. State Revenue Department achieves phishing-resistant MFA and 92% fewer support tickets with Yubico

U.S. state elevates security posture for its revenue department

An anonymous U.S. state Department of Revenue needed to strengthen protection of taxpayer data and modernize aging authentication after its RSA SecureID fobs reached end-of-life. The department—facing seasonal staffing spikes, frequent account lockouts, and time-consuming five‑hour machine setups—sought a more phishing‑resistant, user-friendly MFA approach to reduce support burden and mitigate risks like phishing, SIM‑swap, and account takeover.

The department deployed YubiKey 5 NFC and YubiKey 5C NFC across the organization, integrating phishing‑resistant 2FA with Windows logon, VPN and Citrix workflows and leveraging existing encryption tools. Rollout reached 98% in three weeks, setup times fell from hours to minutes, support incidents dropped 92%, lockouts were essentially eliminated, and the agency now has a path to expand YubiKeys toward passwordless authentication.