Case Study: North Lanarkshire Council achieves seamless citizen experience and one-login access with Civica’s Master Data Management (MultiVue)

North Lanarkshire Council uses Civica’s Master Data Management to improve citizen satisfaction

North Lanarkshire Council in Glasgow faced a fragmented online presence where citizens had to navigate disjointed services and multiple sign-ins to use the Council’s Citizen Portal. To address this, the Council partnered with Civica and in 2017 adopted Civica’s Master Data Management solution, MultiVue, to consolidate citizen data and simplify access.

Civica implemented an MDM-driven “golden record” at the core of the Portal, enabling single sign-in, integration with mygov.scot, and real-time updates across back-office systems. The solution grew complete and accurate customer records from about 7,000 to 86,000, produced tangible cost savings, improved citizen satisfaction, won a Verint EMEA Digital Engagement Award, and enabled further enhancements such as AI-driven chatbots.

North Lanarkshire Council

Peter Tolland

Chief Information Manager