Citygo improves driver onboarding, leading to 66% more monthly verifications.

7 minutes read

Citygo, a leading urban carpooling app in France, is committed to providing sustainable and accessible mobility services. In 2024, to improve the user experience, fight fraud and secure access to the Carpooling Bonus feature, Citygo strengthened its identity verification process in partnership with IDnow. 

• Challenges
• Why IDnow
• The solution
• The results

“Thanks to our partnership with IDnow, we offer drivers an identification process that is both smooth and secure, while ensuring the compliance of our Carpooling Bonus requirements.”

Franck Cazenave, Chief Business Development Officer, Citygo

Challenges

Ensuring compliance with the Carpooling Bonus

Set up by the French government, the Carpooling Bonus incentivizes short-distance carpooling by enabling drivers to reap financial rewards. To prevent fraud, drivers must verify their identity and license. In 2024, Citygo enhanced the onboarding process for drivers. 

Combating document fraud 

To ensure the authenticity of submitted documents and data compliance, Citygo implemented an advanced identity verification solution that combines biometrics (facial recognition and liveness detection) with manual checks to combat document falsification and identity theft. Manual case handling enhances security and improves service quality by reducing onboarding friction, leading to increased conversion rates.

Compliance and data protection 

Citygo complies with Know Your Customer (KYC) standards and GDPR (General Data Protection Regulation) to protect personal information. 

Why IDnow?

• Regulatory compliance.
  IDnow enables Citygo to comply with various regulations, including KYC and GDPR standards. 

• Broad document coverage.
  IDnow offers coverage of over 3,700 document types.

• Seamless user experience.
  White-labeled integration with Citygo branding.

• Fast and reliable automation.
  IDnow's advanced automated identity verification process saves significant time for Citygo and its users.

• Optional manual checks.
  Our identity experts perform additional manual reviews alongside automated identity checks for a powerful hybrid combination of human expertise and artificial intelligence.

• Smooth and efficient integration.
  Our average integration time is just one month, allowing Citygo to get its drivers on the road faster than ever.
  
  
  

In 2020, Citygo's onboarding process relied on automated identity verification, which combined a driver’s license check with a proof of address check.

In 2024, in order to offer a safe and secure Carpooling Bonus application process, Citygo added biometric verification, supported by a manual check. This dual approach now allows Citygo to secure registrations while streamlining the user experience.

The solution

Automated document verification

IDnow’s mobile SDK and automatic verification API identifies and validates documents in under 12 seconds using deep learning technology.

Advanced biometric verification

Users record a verification video and perform gestures prompted by the algorithm, which analyzes movement to ensure authenticity.

Manual verification backup

If the algorithm detects anomalies, a team of fraud experts will manually verify the driver’s identity.

“We needed a trusted technology partner to secure our process. IDnow provided a turnkey solution that is both efficient and scalable.”

Franck Cazenave, Chief Business Development Officer, Citygo

Deployment steps 

1. Proof of Concept was conducted to test technical integration.

2. Designers worked on the UI and graphical interface.

3. First version released in pre-production for trial.

4. Adjustments made as needed.

5. Solution moved into production.

6. Updates delivered every 15 days based on user feedback.

Citygo driver onboarding 

Thanks to advanced geolocation tools and an intelligent matching system, the app optimizes journeys in real time: 

• 'Immediate' trips for last-minute needs 

• 'Planned' trips up to 6 days in advance for commuting and leisure 

Profile creation

After downloading the app, users create their profile and enter personal information, such as name, date of birth, phone number, email, profile picture and password. 

Verification and matching (Driver mode)

The driver enters vehicle information (make, model, color, year, registration number). They can then offer rides and get matched with passengers. 

Payment and earnings 

• For card payments, the money is processed through Citygo. 

• For cash payments, passengers pay drivers directly. Citygo deducts a booking fee from the driver’s virtual wallet. 

To withdraw earnings, drivers must provide their IBAN and both sides of their driving license. 

Carpooling Bonus application process 

To receive the Carpooling Bonus, drivers must follow a specific validation process. After identity verification, drivers simply complete a qualifying trip. Once the trip is validated, the bonus is credited to their Citygo wallet. After 10 validated trips, a second bonus is issued. 

Results

Identity verification in numbers

• Onboarding: 2,500 verifications per month in 2024, compared to 1,500 previously (66.7% increase).
  
• Carpooling Bonus: Nearly 5,000 monthly verifications.
  
• Average integration time: 4 weeks, during which IDnow supported Citygo by providing practical advice and technical resources for a smooth implementation.

During the Carpooling Bonus process, 25% of cases undergo manual review, contributing to a 15.5% increase in conversion rates.

Reduction of errors and fraud

Thanks to the use of advanced technologies like facial recognition and liveness detection, the system significantly reduces the risks of identity theft and document forgery. This ensures optimal security while meeting regulatory requirements.

Operational time savings

Automating identity verification saves valuable time, significantly reducing the workload for teams. This allows Citygo to focus on higher-value tasks, such as improving the user experience.

Increase in conversion rate

By optimizing the onboarding process and reducing friction, the solution offers a smoother and faster user experience. This results in a better conversion rate, as drivers are more likely to complete their registration without facing obstacles related to identity verification. Additionally, the reduction in errors and drop-offs in the user journey contributes to an increase in conversion rates.

“Thanks to IDnow’s solutions, we’ve significantly strengthened our fraud prevention measures while making it easier for drivers to access the bonus. We now focus more on valuable user feedback.”

Bastien Diaz, Chief Marketing Officer, Citygo