Reimagining local government through identity

Guest blog by Dan Coldicott, Senior Account Manager at Condatis #LocalGovTransformation

Dan Coldicott

Senior Account Manager, Condatis

Local Government Reorganisation (LGR) is more than a structural reshuffle; it is a generational opportunity to reimagine how councils deliver services, engage citizens, and collaborate across boundaries. In a world of rising expectations and constrained resources, digital identity is not just a tool; it is the linchpin of transformation.

Why identity, why now?

As councils merge or restructure, they must navigate complex challenges: integrating legacy systems, aligning contracts, reorganising teams, and modernising infrastructure. But these challenges also present a unique moment to embed innovation, resilience, and citizen trust at the heart of local government.

Digital identity as a strategic enabler

System Integration: Federated identity models enable seamless access across newly combined authorities, reducing duplication and enabling shared services.
Workforce Transformation: Identity lifecycle management ensures secure onboarding, role-based access, and efficient provisioning for staff and contractors across evolving structures.
Citizen-Centric Services: Microsoft Entra External ID and Verified ID solutions provide secure, inclusive access to services, improving user experience and reducing administrative overhead. When infused with AI, these journeys become even more personalised - anticipating needs, streamlining interactions, and guiding citizens to the right services at the right time.
Cyber Resilience: Zero Trust security models, conditional access, and identity governance reduce risk and ensure compliance across complex, multi-agency environments.

Strategic recommendations

Convene cross-functional discovery workshops to align identity strategy with LGR outcomes.
Prioritise high-impact use cases such as workforce onboarding and citizen access.
Co-design scalable IAM roadmaps that balance quick wins with long-term transformation.
Leverage available funding and technical expertise to accelerate delivery and reduce risk.

Designing the citizen experience of the future

As councils evolve, so too must their approach to engaging with their communities. Citizens increasingly expect seamless, secure, and personalised digital experiences that mirror the convenience of the private sector. Digital identity, when combined with AI and data insights, enables councils to:

Deliver proactive services tailored to individual needs and life events.
Reduce friction in accessing support, especially for vulnerable or digitally excluded residents.
Build trust through transparent, consent-based data sharing and authentication.
Enable 24/7 access to services via mobile-first, user-friendly platforms.

By embedding digital identity into the heart of service design, councils can create more inclusive, responsive, and effective citizen experiences, laying the groundwork for the council of the future.

Provocations for the sector

What if every citizen could access all local services with a single, secure login, regardless of which council delivers them?
How might a shared identity infrastructure unlock new models of regional collaboration and service innovation?
Can digital identity become the foundation for place-based transformation and levelling up?
What role could AI-infused citizen journeys play in reducing friction, improving equity, and delivering proactive support?

Proven impact: case studies

At Condatis, we’ve got the stories to back it up, and showcase these solutions in action...

Defra Common Identity Platform: Condatis helped Defra develop a common customer identity platform using Microsoft Azure AD B2C. This enabled a single sign-on experience across multiple services, reduced duplication, and improved user experience. The platform supports over 80% business-related transactions and integrates with external identity providers. Estimated operational savings include reduced support overhead and faster access to services. Read more.
DWP EAS-R Programme: Condatis delivered a scalable Azure B2C-based solution for the Department for Work and Pensions, supporting 20,000 users across 400 networks. The system improved performance, enabled self-service capabilities, and reduced onboarding time while maintaining high security standards. The programme is estimated to have saved millions in fraud prevention and operational efficiency. Read more.
NHS Digital Staff Passport: Condatis supported NHSX in deploying a decentralized identity solution that reduced staff onboarding time from up to 7 days to minutes. The Digital Staff Passport allows healthcare professionals to carry verifiable credentials on their mobile devices, enabling rapid deployment across NHS Trusts. The project delivered significant cost savings by reducing administrative burden and improving workforce mobility. Read more.

Conclusion: a call to action

Now is the time for local authorities, technology partners, and central government to co-create a shared digital identity infrastructure that scales with ambition. Digital identity is not just a technical fix; it is a strategic lever for inclusive, efficient, and future-ready public services. Councils that embrace this opportunity will not only navigate LGR successfully, but they will also lead the next era of local government, one where AI-infused citizen journeys deliver smarter, faster, and more human-centred services.

Interested in learning more about how Condatis can help benefit the citizen experience in the council of the future? Chat to us to find out how.

techUK’s future of local government campaign

techUK has launched its future of local government campaign, showcasing how digital innovation can strengthen local services and support thriving communities. The campaign highlights member insights, practical examples, and opportunities to collaborate on modern, citizen-focused delivery across councils.

Explore the full campaign

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