Digital Government · Citizen Identity Platform

Context

The client embarked on a digital transformation agenda to improve how citizens and businesses access services. A core requirement was a Citizen Identity and Access Management (CIAM) platform to support secure, scalable access across all digital services. At the time, user identity was fragmented across systems, with no unified approach to authentication, access, or data management.

Challenge

The organisation faced a complex, enterprise-wide challenge:

• Ownership was distributed across multiple agencies and partners, each with different priorities and responsibilities
• Exposure to privacy, fraud, and cyber security risks was increasing
• The platform had to support large and growing user volumes
• Citizens were required to maintain multiple accounts across different services
• Identity data was fragmented and stored locally within individual applications
• There was no consistent authentication, authorisation, or security model across systems
• Services could not be readily integrated, limiting the consistency of the user experience

Services could not be unified without first unifying identity.

Approach

Adeptus led delivery of the CIAM platform, coordinating multiple stakeholders and specialist delivery partners to establish a single, scalable identity capability. This required:

• Leading delivery across multiple stakeholders and partners, aligning roles, responsibilities, and outcomes
• Defining a target-state identity architecture aligned to organisational needs
• Establishing a centralised identity platform supporting authentication, authorisation, and consent
• Designing for security, privacy, and regulatory compliance from the outset
• Enabling single sign-on and multi-factor authentication across services
• Structuring delivery into phased implementation across MVP, enhancement, and onboarding stages to manage complexity and risk
• Providing end-to-end project leadership and governance to maintain delivery momentum and control

The core of the role was holding coordinated, multi-party delivery to a single, coherent capability.

Outcomes

• Established a single, centralised identity capability across organisational services
• Enabled secure access for citizens and businesses
• Reduced reliance on multiple accounts and fragmented identity stores
• Improved security posture, including protection against fraud and unauthorised access
• Delivered through coordinated effort across the organisation and partners under a single delivery model
• Created a foundation to support ongoing digital service integration and growth

The organisation now has a trusted digital identity foundation, enabling consistent and scalable service delivery.