Migrating customer accounts, easy right?

Customer Account Migrations

Migrating customer accounts should be pretty straight forward right? I wish, however everything is not as it seems, we cannot just "Copy everyone across" or make everyone just reset their passwords on the new platform.

The unique issue we have is in migrating to a solution where our customers may already have an account set up on the new shared authentication platform with Norfolk County Council (Microsoft Azure AD B2C). This in itself adds a degree of complexity to the migration of the accounts as we will have 3 very clear different experiences for our customers to manage.

South Norfolk Council (SNC)

Norfolk County Council (NCC)

1. Customer has an account on both SNC's Portal and NCC's Portal.
2. Customer has an account on SNC's Portal but not on NCC's.
3. Customer does not have an account on SNC's Portal but has an account on NCC's.

All 3 scenarios will require a different approach to managing customer expectation and experience as part of this transition.

Our first step will need to be to ascertain exactly what customers for each scenario we are dealing with and look to engage with these customers early on to inform them of the impending change and when it will take place to ensure that they are fully aware of what will be happening. Nothing worse than a big surprise that you were not expecting, especially when dealing with security and customer accounts, we do not want our customers thinking someone has hijacked their account!

So over the next few weeks we will be extracting and comparing account data to build up a complete picture of what needs to happen so we can plan this in with military precision.

Its going to be great for our customers to only have one account to access both County and District digital services so it is definitely worth all the effort.