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Moray Council extends supplier partnership for self service drive

Neil Merrett Published 21 March 2017

Authority has now gone live with personalised customer portal that will link up with national ID assurance tool to better automate online services


Moray Council has announced it will be providing increased online functionality to citizens through a personalised self-service customer portal supported via Scotland’s 'myaccount' identity assurance tool.

As part of an extended arrangement with supplier Verint, the council has opted to combine the national identity authentication capability with key online functions in a drive for around the clock digital engagement that may be further extended in the future to help meet cost pressures.  

The authority, which presently employs some 4,500 staff that serve 95,000 residents with tax, housing and transportation services has sought a more efficient approach to managing citizen needs.

“The enhanced arrangement with Verint allows Moray Council to roll out a self-service customer portal with authentication capabilities, new online forms, data capture and integration tools, and improved service credentials,” said the company in a statement.

Under the council’s Moray Connected Project, the authority hopes to cater for a growing number of online users with tools that can allow citizens to manage their needs through a personalised customer portal.  A number of integrated services, such as managing housing payments and registering for benefits, are intended to be provided through the scheme.

The project’s leader, Andy Donegan, said the intention of the strategy is to introduce more efficient transactions with users that can be accessed online wherever they are.

“Importantly, this digital transformation will also reduce administration costs moving forward, so that we can focus our resources on delivering essential services and innovation elsewhere,” said Donegan.

With the corporate platform in place, ongoing pressures facing councils to find further cost efficiencies are expected to encourage further potential self service innovations, according to Verint.

Part of the council’s focus on introducing self service functions will be in ensuring secure access for citizens through myaccount, which was launched by the Scottish government in 2014 to try and streamline individual sign-ins for local government or NHS services.  The service makes use of the NHS Central Register in Scotland.  

Verint said that myaccount had been introduced along with its customer portal into the council’s systems and had now gone live to create a single access point for accessing sensitive information such as council tax and benefit applications.

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Scotland’s ‘myaccount’ ID assurance expansion plans now a year overdue

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