2.5 million Scots are using myaccount and Yoti to improve everyday admin tasks

Introduction

The Improvement Service is the ‘go to’ organisation for local government improvement in Scotland. Its purpose is to help councils and their partners improve the health, quality of life, and opportunities of all people in the geographic area, through community leadership, strong local governance, and the delivery of high-quality, efficient local services.

Challenge

In 2014, the Improvement Service launched myaccount, a single sign-on portal that gives citizens access to different online public sector services with one username and password. Citizens can use myaccount to pay council tax, request a parking permit, change personal details, or pay for school meals.

Since launching, 50 percent of the eligible population (those aged 12+) – 2.5 million people – are using myaccount. myaccount is now used by all 32 local authorities.

In 2018, the Improvement Service started working with Yoti, as some public sector services require a higher level of identity assurance. They wanted a way for citizens to prove their identity from within myaccount and securely reauthenticate themselves to access different services. Users can choose to verify their identity by scanning a QR code with their Yoti Digital ID or by using the online identity verification process.

Solution

With Yoti embedded into the myaccount portal, the Improvement Service has been able to digitise the entire application process for National Entitlement Cards (NEC). Previously, people needed to complete a form and travel to their local authority to present physical documents in person.

In July 2020, citizens could start applying for an NEC online. Citizens use their myaccount to login and apply for an NEC, using Yoti’s technology to verify their identity. Yoti verifies every applicant and their identity document, including passports, driving licences, Young Scot cards, and Biometric Residence Permits.

Result

Since launching, over one million NEC applications have been submitted online, with Yoti verifying the identity of every applicant. Over 70% of the applications have been approved (the other 30% were unsuccessful for reasons such as using the wrong identity document or being ineligible for the NEC).

This digital process has dramatically decreased the time for someone to receive their NEC, from around 4–6 weeks previously to around 5 days now.

The online application process is also helping local authorities save precious resources. Councils can now do more with less budget by reducing manual processes, saving time and money, and reducing the risk of human error. The online NEC application has also enhanced security by removing manual data entry and handling, with Yoti completing all verification checks.

Next Steps

Building on the success of the NEC process, the Improvement Service has introduced digital right to work checks for MyJobScotland, Scotland’s biggest job board for public sector jobs, including roles in local authorities, universities, the fire brigade, the police, and other organisations.

Candidates who have been offered a job can complete a right to work check online using their myaccount and Yoti. These digital checks are safer for individuals, as they do not need to present physical documents, and they provide a more streamlined onboarding process, resulting in a better candidate experience.

Employers benefit from increased efficiency, faster recruitment, and reduced time to get people into jobs, while also enabling a wider pool of applicants to apply from anywhere in Scotland.