Peter is the Chief Information Officer for North Lanarkshire Council. He is responsible for delivering transformation through information, technology and business processes aligned with the strategic ambitions of the Council. Recently, the Canadian government heard about the work that North Lanarkshire are doing on the master citizen record. They called the council and had a conversation. They liked what they heard so a few days later, they sent a representative from Canada to Motherwell to find out more. They were so impressed by what the council told them that they have said they would take the same approach. Peter is going to share with us what he told them.

1. Making the right
connections, at
the right time
Chief Information Officer
North Lanarkshire Council
@petertolland

2. Single version of the truth

3. Data driven journey
Data Info Knowledge Understanding Outcomes

4. The beginning

5. Making progress….

6. Completing the data jigsaw
www.dreamstime.com

7. Knowing the national customer

8. Knowing the local Customer
Master Citizen
Record

9. Data driven transformation
Data
Collection
Data
Analysis
Intelligent
Decision
Making
Data
Awareness
Delivering
Valuable and
Meaningful
Outcomes
Information
Creation
Marketplace
Master Citizen Record
Social Media
Corporate Address
Gazetteer
Customer
Insight
Excellent
Customer
Service
Customer data
Property
data
myaccount
Improved Data quality
Growth of skills & expertise
Information Governance
Re-use; Simplify;
Standardise; Automate
Electronic Information Management
Authentication & Validation
Communication & Collaboration
Automated Intelligence
Realtime Operation

10. North Lanarkshire Council Services
North
Lanarkshire
citizens
services
access
Citizen
Data
National
Entitlement Card
(NEC)
Myaccount
(Authentication
& Validation)
National
Records of
Scotland (NRS)
Master Citizen Record (MCR)
(First Name, Last Name, Address, DoB,
Gender)
Notify
Verify
Registrations, Date of
Death, Address changes,
Name changes, UCRN &
UPRN
Notification system
Social
Care
Disabled
Parking
Grants
Housing
Repairs
Queue
Real time
Back
office
system
changes
(local)
Differences
Updates
National updates &
Services requests
Customer
Portal
Ordinance
Survey (map,
address info)
CRM
Operational now
Other
Portals

11. The Future?

12. @petertolland
www.linkedin.com/in/
petertolland
tollandp@northlan.gov.uk
01698 274385
07793 599056
Keeping in touch