Durham County Council

Durham has made significant progress in providing digital services to the public. As this journey continues it is becoming increasingly apparent, both from customer feedback and professional teams, that the ability to provide a simple and seamless authentication process across multiple case management systems is needed to make the next step change in customer provision and systems harmonisation. This aligns with the principles of the Digital Declaration of redesigning services around the needs of people, ensuring citizens remain at the heart of our activity and sharing plans and experience.

This need will only increase as we continue to replace legacy systems with new products that come with out of the box customer portals.

Early talks with neighbouring Authorities have identified that this is a common problem for those asking a strategic view of digital transformation. Durham Council are leading this application alongside Kirklees, Derby, North Devon, Hambleton, Cheshire East and Waltham Forrest Councils.

We will:

• Identify what customer user groups use the same customer portals
• Establish the current customer journey and the customer experience
• Understand clearly customer requirements for a simple sign on solution
• Develop a suitable customer journey an architecture suitable for reuse by other authorities that meets customer expectations and keeps data safe.