The remit of this sub programme is to help ensure that citizens get all of the services they are entitled to, by establishing a secure and sustainable national data-sharing infrastructure, which includes a citizen account and citizen entitlement status, linked to an address gazetteer. The account will only be enabled with the informed consent of the citizen and secure business processes will ensure that only updates from an authenticated (trusted) source are able to alter the status of the record.

Benefits to the customer

• We will develop the core infrastructure to support a secure service oriented public services network that will ensure that changes to basic (life-event) circumstances - address change, name change, notification of death - will be accurately and securely handled, e.g. neither grief nor public embarrassment will be caused by sending correspondence to the wrong person, the wrong address, or to someone who is deceased.
• The person to address index will support the citizen's account, both nationally and locally where we will liaise closely with the CRM/CA Programme to ensure that customers, whose calls to be referred, will not have to repeat their details. A single local electronic customer record - a citizen's account (CA) - will provide the facilities to monitor transactions against the account, and the relevant staff -via a Customer Relationship Management system (CRM) - will have immediate access to those transaction details.
• Along with the citizen's account, there will be an opportunity to have a single entitlement card (smartcard), which can replace the many and incompatible schemes that currently exist. The first roll out of the card will support the new national concessionary fares scheme.
• The National Infrastructure will facilitate the take up of online 'self-service' customer transactions. Authenticated transactions, authenticated access to services and the facilities for customers themselves to enable and to update the details of their citizen's account will be developed through by the Registration & Authentication Group working with the CRM/CA Programme who are developing the common A - Z of public services.

For further information

A National Infrastructure Technical Sub Group Community of Practice can be found at http://www.ni-scotland.net/. The community includes more information about the Programme and technical resources to help authorities get the best out of the services it is developing.

Further information about the Programme is also available from Cameron Walker and Robert Clubb at This e-mail address is being protected from spam bots, you need JavaScript enabled to view it