Many large enterprises and government agencies are discussing how they can integrate passkeys into their product and services but fear that they might overwhelm users and their passkey implementation will not be used.

VicRoads has emerged as a pioneer in large-scale passkey adoption in the public sector. This session will take attendees through VicRoads' journey - from initial research and requirements gathering to deployment and mass user adoption.

With millions of users spanning diverse demographics, devices and technical backgrounds, rolling out passkeys at this scale presented its unique challenges:

• Many users may have never heard of passkeys and how to use them
• Very heterogeneous devices, OS and browser landscape that could potentially cause a very different UX
• You can’t overwhelm your customer support center by introducing passkeys

This talk will highlight the key decisions made, best practices identified and lessons learned, ensuring other organizations can confidently implement passkeys while minimizing friction and maximizing adoption. Specifically we want to provide insights into:

• Get high passkey adoption: learn different strategies and their impact on core KPIs
• Analytics & login observability: interesting patterns we found & how to process mine passkey logins
• Reduce the risk when rolling out passkeys: gradual rollout, exclude OS versions, provide seamless fallbacks, clear UX/UI and error handling

This session will provide details on how users have responded to passkeys, adoption metrics and how VicRoads continues to optimize its implementation.

Attendees will gain actionable strategies on user onboarding, managing edge cases, reducing customer support burdens and achieving cost savings - essential insights for any organization looking to deploy passkeys at scale.

Key Takeaways:

• Strategic lessons from a large-scale government deployment: Understand the planning, challenges and success factors that enabled VicRoads to roll out passkeys to a vast user base.
• User-centric deployment & adoption strategies: Learn best practices for introducing passkeys to diverse users, avoiding user lockouts and handling device-specific edge cases.
• Driving business impact: Discover how passkeys helped VicRoads reduce support tickets, cut SMS costs and improve security - all while enhancing the user experience.
• Post-launch optimization & continuous Improvement: See real-world adoption metrics, user feedback and how ongoing optimizations have improved passkey usage rates over time.

Why this talk?

• One of the largest government passkey deployments worldwide: VicRoads’ experience provides invaluable insights for other government agencies and enterprises planning large-scale implementations.
• Real-world adoption data & best practices: Unlike theoretical discussions, this session shares live deployment metrics and hard-earned lessons to help organizations execute successfully.
• Directly applicable insights: This talk is designed to equip attendees with clear, actionable steps for deploying passkeys at scale with confidence.