Case Study: Improvement Service cuts 'not found' addresses from 25% to 4% with Ordnance Survey's AddressBase Premium

Improvement Service - Customer Case Study

The Improvement Service, which supports local government in Scotland, needed to refresh its Citizen Account Service and launch a new single sign‑in product (myaccount) while resolving incorrect or missing address data that was undermining identity verification. To address this, the Improvement Service adopted Ordnance Survey’s AddressBase Premium (supplied through the One Scotland Mapping Agreement) to improve address matching and uniqueness.

Ordnance Survey’s AddressBase Premium was integrated into the myaccount migration so user‑entered identity and address details are matched to the register and assigned a Unique Property Reference Number. The change cut “not found” addresses from 25% to 4%, improved ID verification and fraud prevention, reduced user frustration and complaint risk, and lowered login management and admin overheads for partner organisations.

Improvement Service

Iain McKay

Spatial Information Programme Manager