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Scottish local government makes significant efficiency savings through myaccount service

Quality address information is critical to a single sign-in web service. It’s used to verify user information and to ensure the account is unique.

The Improvement Service, supporting local governance in Scotland, has refreshed the historic Citizen Account Service (CAS) with a new programme called myaccount. Using AddressBase Premium, service has improved considerably, including ‘not found’ addresses dropping from 25% to 4%.

What were the challenges?

  • Developing, launching and supporting a new secure sign-in product for online public services in Scotland.
  • Building on the success of and refreshing the existing Citizen Account Service (CAS).
  • Incorrect or missing addresses diluting the service.
  • Changing some of the data feeds used to verify user-submitted information.
  • Improving the quality of the database.

What was the solution?

Since the launch of Scottish myaccount, the Improvement Service has found that the ‘not found addresses have dropped from 25% to 4%, hugely improving the quality of the data and resulting in numerous benefits. These include an improved service for the citizen and time saved for the public sector user. A good decision!

Iain McKay, Improvement Service

With myaccount, users submit their identity and address as they know it and this is matched to the Improvement Services existing register – and a Unique Property Reference Number as part of the process.

The CAS utilised the One Scotland Gazetteer (OSG) – the address register developed by the 32 Local Authorities of Scotland. However, as part of the migration to myaccount the Improvement Service moved to Ordnance Survey’s AddressBase Premium. The country’s most comprehensive address gazetteer is supplied through the One Scotland Mapping Agreement.

What were the outcomes?

  • Helps ID verification and tackles identity fraud in access to public services.
  • Helps in the development of policy and the delivery of crucial public services.
  • Reduced frustration for public users and less risk of complaints.
  • By partnering with the myaccount service, other organisations’ login management and admin support overheads are significantly reduced.
  • ‘Not found’ addresses have dropped from 25% to 4%.

The products used

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Related case studies

Thanks to OS mapping provided under the One Scotland Mapping Agreement, you can explore key datasets about the historic environment on the PastMap website.

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