Overview

Customers’expectations

• Customers are expecting services that are easy to use, personalised, based on their needs and what they have told us about themselves
• They expect us not to ask the same information twice and to be clear on how we will use their data and keep it safe
• They want to be able to contact us in a way that works for them

A customer portal account will allow

• To proactively offer information and services to our customers based on their needs and what they told us before
• Reduce friction so they don’t have to give the same information for different services and can have a Single Sign On
• Link services to make user journeys simpler
• Consistent and accurate data source so we can make better decisions
• Being more transparent by playing back the information we hold to our customers

Benefits for Scottish Enterprise

• Single view of the customer
• Better data (avoid duplication + less potential for errors as the data is entered directly by the customer) and clever use of it for more relevant services
• Encourage online interactions and self serving
• Will facilitate and provide extra functionalities for future online services
• Potential to improve actual services in combination with the SE Design System
• Being more in line with what our customers are expecting from a digital offering