myaccount to continue to support Scottish Government’s ambitions for digital public services


2018 will be a big year for this multiple award-winning service, as we look to build on myaccount’s strong foothold in local government and health. In the first quarter of the year, more online public services “powered by” myaccount will launch – Parents Portal, NHS Scotland’s Health and Social Care Portal (as a proof of concept) and South Lanarkshire Council. All will not only contribute growth for myaccount but will also build further confidence in online public services.


We will look to build on the success of myaccount through a programme spanning the next three years, from April 2018 – March 2021, through a refreshed Memorandum of Understanding between the Scottish Government and the Improvement Service.


We will continue to work with the Scottish Government and others on Online Identity Assurance (OIA). The Scottish Government’s OIA Programme is developing “a robust, secure and trustworthy mechanism by which an individual member of the public can demonstrate their identity online, to access public sector digital services.”


The OIA project team has recently published its Programme Plan, including how it will work with stakeholders to deliver secure services. More details on this can be found here:


For more details on the close working between Scottish Government’s OIA team and the Improvement Service to ensure delivery of the respective programmes are aligned, go to


Thanks to its rock-solid platform, myaccount consistently operates at optimum levels in terms of customer availability and resolution of support requests, as well as user security. Building on this success and growing reputation, we anticipate the continuation of year-on-year growth in terms of participating organisations, subscriber numbers (fast approaching 500,000 milestone), increasing authentication requests and returning visitor volumes. For more details, go to


Meanwhile, we’re not resting on our laurels. In early 2018, we plan to introduce other new products and improvements in response to customer demand. These include: ‘Digicheck’ (to support management of digital identity by drawing upon multiple trusted identity stores); the Data Hub Self-Service Portal – as we look to build a healthy pipeline of organisations using these products, and other products launched in 2017 like bisaccount, the business authentication service. In 2018, we will introduce two-factor authentication, plus make system and process changes to meet the needs of GDPR.


Work continues on other projects which are critical as the Improvement Service strives to add value in our role as the national improvement body for Scottish local government. Some are inevitably going to be higher-profile than others, such as the Parents Portal through which, in partnership with SEEMiS, we are building a digital relationship between parents, pupils and schools.


Another exciting partnership is with Young Scot, Scotland's national youth charity, to expand the use of mobile and digital technology for online services aimed at young people. This work is designed to create a step change in service delivery, offering personalised online services tailored to meet young peoples’ needs, preferences and interests, while helping eliminate transport poverty and tackling inequality of access to employment, skills and training.


At the heart of these projects is the Improvement Service support for the Scottish Government’s ambitions to realise fully Scotland’s potential in a digital world. To that end, we are further developing our own platform, myaccount, as a “Next Generation”, and we will soon appoint a technology partner with the right approach, experience and attitude to help deliver our aims.


As the Improvement Service drives this evolution of the service, we have twin requirements firmly in mind:


  • maintaining business-as-usual with minimal disruption, including to national flagship programmes like the national concessionary travel scheme and;
  • exploiting new technologies and innovation to help meet emerging and future requirements