Tonbridge and Malling Borough Council

Outcome of Expression of Interest: Not shortlisted

Federated sign in

Many Council websites use a customer account to provide website visitors with a digital doorway, a single point of contact to the Council’s services.

Whilst contemporary software platforms incorporate technology to facilitate full integration between the customer account and the back office, a number of legacy system software suppliers insist on providing their own discrete products that, although web based, standalone from the customer account. This results in visitors to the web site potentially needing multiple login credentials if they are to access various services.

Whilst it is unlikely that these suppliers will be changing their products it is imperative that the Council provides seamless service delivery ensuring a good customer experience, guaranteeing the customer account is the first point of digital contact.

We want to:

  • Work with suppliers to determine which common industry standard protocol should be implemented to enable seamless sign-in between systems
  • Implement the same protocol on our existing main customer accounts
  • Work with suppliers to bring the systems in line with this standard approach
  • Introduction to user research
  • Agile for teams