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IdAM Foundations to Support UK Government Agency’s Transformation

The Client

A large UK government agency. ​

The Obstacles Faced

Traditionally a paper-based organization, the COVID-19 pandemic accelerated the UK government agency’s plans to provide a secure, online, “self-service” system to streamline citizens’ requests and relieve pressure on its overstretched contact centers.

The organization wanted a centralized, cloud-based approach to the authentication, verification and authorization of users across all its services to act as a fundamental building block for its digital transformation.

The Journey

The client had already selected ForgeRock as its identity and access management platform. But with limited experience of the platform in-house, it needed to work with an experienced consultancy that could bolster the knowledge and skill set of its already strong internal IT team and embed a DevSecOps shift-left approach to prioritize data security from the very beginning of the project.

Ensono worked closely with multiple stakeholders across the client and ForgeRock over nine months to understand requirements, priorities and learning goals. We created tailored, deep-dive training aligned to the client’s specific needs to supplement ForgeRock’s standard training to give multiple teams the skills and understanding to implement and manage the new platform.

In addition to ForgeRock and identity training, Ensono offered guidance on ForgeRock Platform v7 in AWS Elastic Kubernetes Service (EKS), security architecture, directory design, test scenarios for functional and non-functional requirements, automated pipelines and integration with applications across the client’s ecosystem.

Ensono’s brief expanded beyond consultancy and training when conflicting internal priorities due to COVID-19 hindered project delivery. The client asked us to work with them in a hybrid team to help them get up and running with implementation. We created a delivery roadmap that focused on the most complex areas of delivery and the client’s highest priorities first. This meant they knew Ensono would be on hand to guide and support its team with these critical areas before handing over to complete implementation and roll out.

With the rise of security risks, Ensono ensured strict cloud security controls to ensure that the platform would be available and safe from threats, while giving the client the ability to respond to customer requests remotely.

The Outcomes Achieved

  • Established a solid foundation to securely expand the client’s digital infrastructure, including DevOps capabilities.
  • Enabled quick deployment across online services, helping the client to modernize its services and provide exceptional customer experiences to 6,000 staff and 49 million customers.
  • Citizen applications can now be processed in minutes rather than weeks, taking the pressure off contact center teams.
  • Received strong client feedback and achieved a 9 out of 10 customer satisfaction score through collaborative efforts.

“We’re focused on delivering best-in-class services using agile methodology, and wanted a hybrid approach to help us deliver our new IdAM platform. Ensono were a breath of fresh air. They got amongst our stakeholders to understand our business and create the right plan, rapidly upskilled our team and quickly adapted to implement alongside us when internal priorities changed. We now have a platform that both enables us to provide a secure, frictionless identity experience to millions of people, and allows us to seamlessly deliver future innovation and transformation.”

Project Delivery Manager, UK Government Agency

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