Client
UK public service organisation
Sector
Public Sector
Engagement
Identity modernisation, security architecture and service transition
The challenge
What the client needed
Ageing identity infrastructure was creating authentication failures, support overhead and audit risk.
Our approach
How we worked
- Assessed risk and friction points across citizen identity journeys.
- Introduced modern identity federation and policy-based access controls.
- Migrated users in controlled cohorts with rollback safety and user comms support.
- Transferred capability to internal service teams with documented runbooks.
Outcomes
Measured results
All details are anonymised in line with our standard confidentiality terms.
- Authentication success rate improved materially across web and mobile channels.
- Support contacts related to login issues reduced by 46 percent.
- Audit preparation time decreased with stronger identity evidence and controls.
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