The onboarding revolution: how digital identity is transforming the utilities sector

For years, signing up for services like electricity or gas was synonymous with endless paperwork, in-person visits and tedious forms. A frustrating experience for customers — and a costly one for companies. But that’s changing. And the key to this revolution is digital identity.

The same old problem: slow, disconnected processes 

G

etting connected to basic utilities used to feel more complex than opening a bank account. Physical forms, photocopies of ID, endless phone calls and the constant sense that one document was missing. 

The whole process was not only slow — it was riddled with blind spots: 

• Who is actually behind the new account? 

• Is the documentation genuine? 

• How can customer identity be verified without errors? 

Utility companies were caught in a cycle of manual validations, leading to high operational costs, increased fraud and a user experience well below expectations in a digital age. 

The transformation: signing up from home in minutes 

Today, however, more and more companies in the sector are adopting solutions that allow users to complete the onboarding process from the sofa, in just a few minutes. What’s the secret? A combination of digital identity technologies that automate processes which once took weeks. 

These include: 

Automated KYC (Know Your Customer) 

The KYC process — previously a slow, manual collection and verification of customer data — now takes seconds. The user uploads a photo of their ID document, takes a selfie, and technology does the rest: 

• Data is extracted via OCR 

• Faces are matched using facial biometrics 

• Authenticity and consistency are checked against official sources 

All fully automated, secure and compliant with regulatory requirements such as AML and GDPR. 

Video identification: real-time security 

For cases requiring an extra layer of verification, companies are incorporating video identification. Through a video call — whether automated or assisted — the customer confirms their identity by showing their face and document live. 

This technique, already widely used in digital banking, adds an extra layer of trust and significantly reduces the risk of identity fraud. 

Looking to integrate a flexible, secure and easy-to-implement video identification solution? 

Discover TrustCloud VideoID, our tool designed for fully compliant remote onboarding processes

Making onboarding easier doesn’t mean compromising compliance 

One of the great myths about digital transformation is that making processes faster and more user-friendly means weakening oversight or control. That couldn’t be further from the truth. 

Modern digital onboarding solutions are specifically built to comply with some of the most demanding regulatory frameworks, including: 

• General Data Protection Regulation (GDPR): ensures the secure and transparent processing of personal data 

• AML Directive 6 (Anti-Money Laundering): requires businesses to identify and verify customers to prevent financial crime 

• eIDAS Regulation: defines standards for electronic identification and trust services within the EU 

• MiFID II and PSD2 (for cases with financial elements): regulate strong customer authentication and data access 

• Information Society Services Act (LSSI): governs key aspects of e-commerce and digital contracting, including pre-contract information and user consent 

Far from being a barrier, digital identity technology enhances regulatory compliance by automating checks, generating auditable records and reducing human error. 

Self-service platforms: putting the customer in control 

Onboarding no longer depends on office hours or phone calls. New digital platforms allow users to start, pause and complete their onboarding journey from any device. 

With integrated electronic signature, real-time notifications and a user-friendly interface, the experience is radically improved. 

More security, less friction 

One of the biggest achievements of this transformation is that digital identity enables security and speed to coexist. It’s no longer a choice between compliance and convenience — you can have both. 

And by digitalising the entire process, companies gain traceability, reduce manual errors and speed up service activation. 

Onboarding doesn’t have to be an obstacle course 

The days of printed forms, photocopies and endless calls are coming to an end. Thanks to digital identity, signing up for electricity or gas is no longer a nightmare — it’s a fast, secure and user-centric process. 

And best of all: this isn’t science fiction or something reserved for tech giants. It’s happening now — and more and more utility providers are embracing it as a core part of their digital evolution. 

If your company is looking to verify identities quickly and compliantly, TrustCloud offers customisable KYC, video identification and remote onboarding solutions. Request information