Improvement Service

The Improvement Service delivers IT projects in Scotland for central and local government.

Customer First: MyAccount and Entitlement Cards

It has been particularly associated with the development of a Scottish Identity system, and administers the MyAccount system for citizens to log into online accounts. These are part of the Customer First initiative, which is run by the Improvement Service on behalf of the Scottish Government.

The Customer First initiative includes the National Entitlement Card Scheme. The Scottish Government sponsors the Customer First initiative as part of the overall efficiency and reform objectives of the wider Scottish public sector. The managing ‘agent’ for the initiative is the Improvement Service. The ‘delivery partners’ for the services include National Records of Scotland and Scottish Local Government. Customers include Transport Scotland and YoungScot.

The Customer First initiative includes:

  • ‘mygovscot myaccount’
  • Master data management
  • National Entitlement Card
  • One Scotland Gazetteer[1]

The delivery of the Scottish National Entitlement Card is administered by Dundee Council.

Both MyAccount and the NEC rely on data about the Scottish population, including the Unique Citizen Reference Number and addressing derived from National Records of Scotland.

Legal structure and governance

The Improvement Service is a Company Limited by Guarantee.[2]

There are three shares which control the company. These are held by COSLA (the Convention of Scottish Local Authorities), the Scottish Government and SOLACE (the Society of Local Authority Chief Executives).[3]

Although COSLA is arguably controlled by public authorities, SOLACE is not. One effect of this structure is to make under the control of the public sector, but not subject to FoI as it is not “wholly owned” by public authorities.

External links


  1. FOI request, 11 May 2017
  3. Improvement Service Certificate of Incorporation, Companies House, 2005