Icreon transformed Construction Skills Certification Scheme from paper-heavy processes to a modern omnichannel platform.This revamped its processes to cut license application time by 85%, enabling fraud detection and omnichannel accessibility for 1.5M users.
Key Takeaways
Direction
Speed
Velocity
The Challenge
In 2015, the British government mandated construction license cards on worksites, naming CSCS as the sole legal issuer. This aimed to ensure a skilled workforce and safer sites across the construction industry. However, CSCS relied on outdated, paper-based processes for over two decades, leading to lengthy application processing, extended customer service calls, and inefficiencies.
Fraudulent certifications added another layer of complexity, with no mechanism to verify application authenticity, resulting in erroneous licenses. With 350,000 new licenses issued annually and a growing demand, scalability and accessibility became critical. CSCS required a modern platform to enable users to apply via computers, mobile phones, and tablets, enhancing their credibility and reach.
Faced with operational and security challenges, CSCS partnered with Icreon to reimagine their member experience, shift to an omnichannel model, and streamline operations for scalability and fraud prevention, meeting the demands of a rapidly evolving industry.
"Icreon provides excellent services. From project inception through to delivery, Icreon is with you every step of the way. They devised and delivered a solution specifically tailored to the needs of our organization, and through their strong management team, they quickly became an integral part of our team."
"The Icreon team is incredibly knowledgeable, and they operate at a highly efficient and professional level at all times, whether in your Board Room, in a workshop, or on the operations floor. Icreon’s guidance and skills have transformed our organization with a modern digital service that our customers tell us is “best in class.” I would have no hesitation in recommending Icreon to friends and colleagues."
Alan O’Neile, Head of Communications, Construction Skills Certification Scheme
Our Solution
CSCS partnered with Icreon to modernize their outdated paper-based processes into a scalable, digital-first platform. This included consolidating data for 1.5M users and 3.5M licenses while integrating fraud detection through OCR and APIs.
Velocity Direction
CSCS embarked on a comprehensive digital transformation to modernize its license management system. Icreon guided this initiative, replacing legacy processes with a scalable, cloud-based omnichannel platform. Key actions included consolidating third-party APIs, migrating 1.5M customer records and 3.5M licenses, and creating separate user interfaces for individuals, employers, agents, and administrators.
Velocity Speed
Icreon developed an AWS-based microservices architecture to modernize CSCS’s license management system. The streamlined platform facilitated seamless online application submission, processing, validation, and license generation, improving efficiency and user experience. OCR technology automated certificate verification by connecting with APIs linked to training bodies and institutions, effectively reducing fraudulent license applications. Additionally, the system introduced QR-coded virtual licenses, enabling effortless and secure verification for employers and government officials.
Velocity Achieved
The transformation reduced application processing times by 60% and customer service calls by 40%, while eliminating fraudulent licenses through automated verification. QR-coded virtual licenses boosted verification efficiency by 70%. Over 1.5 million customer records and 3.5 million licenses were migrated, ensuring scalability and enabling 24/7 accessibility across devices.
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