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

INTRODUCTION
The Improvement Service (https://www.improvementservice.org.uk/) 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 (https://www.mygov.scot/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 (https://www.yoti.com/), 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 verify their identity by scanning a QR code with their Yoti Digital ID or using the online identity verification process.

SOLUTION
With Yoti embedded into the myaccount portal, the Improvement Service has digitised the entire application process for National Entitlement Cards (NEC) (https://www.mygov.scot/national-entitlement-card/). 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 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 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 decreased the time for someone to receive their NEC from around 4–6 weeks to around 5 days.

The online application process also helps local authorities save resources. Councils can now do more with less budget by reducing manual processes, saving time and money, and reducing the risk of human error. Yoti completes all verification checks, enhancing security and removing manual data handling.

NEXT STEPS
Building on the NEC process, the Improvement Service has introduced digital right to work checks for MyJobScotland (https://www.myjobscotland.gov.uk/), Scotland’s biggest job board for public sector jobs.

Candidates can complete a right to work check online using myaccount and Yoti, which is safer and streamlines onboarding, while allowing a wider pool of applicants to apply from anywhere in Scotland.

Employers benefit from increased efficiency, faster recruitment, and reduced time to get people into jobs.