construction-skill-scertification-scheme
Explore how a leading skills certification association in the UK built a modern omnichannel platform, streamlining licensing with faster processing and enhancing accessibility.
Progressing Construction Licensing
 CSCS- a technician doing quality check- digital innovation

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

Created a strategic digital transformation roadmap to shift from paper-heavy processes to modern experience, integrating OCR and API systems to detect fraud and streamline license applications.

Speed

The modernized system introduced robust microservices and scalable architecture, enabling license applications to process 200+ submissions per hour, significantly improving operational efficiency.

Velocity

With a secure, accessible omnichannel platform, CSCS reduced application processing times by 85%, enhanced fraud detection, and improved customer service desk efficiency by 20%.
CSCS- laptop screen showing CSCS web page- digital innovation
CSCS- mobile screen showing CSCS app- digital innovation
CSCS-ipad screen showing cards page- digital innovation

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 However, CSCS relied on outdated, paper-based processes for over two decades, leading to lengthy application processing, extended customer service calls, and inefficiencies.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. 

Platforms

AWS-Logo

Our Platforms

AWS

The AWS platform enabled the CSCS project with a scalable microservices architecture, ensuring seamless data migration for 1.5M customers and 3.5M licenses, enhanced fraud prevention, and 24/7 device access.

The Results

Icreon's collaboration with CSCS resulted in a transformative digital platform. This omnichannel solution streamlined application processing, reducing processing time from 21 days to just 3 days. Enhanced data integrity and automated verification systems ensured the authenticity of certifications. By modernizing its operations, CSCS not only improved efficiency and user experience but also strengthened its position as a leader in construction skills certification.

Efficiency Achieved

85%

Reduced application processing time from 21 days to just 3 days with optimized workflows and digitized operations.

Fraud Prevention Enhanced

90%

Automated verification systems detected and eliminated fraudulent license applications with high accuracy.

User Accessibility Improved

90%

Omnichannel platform enabled anytime, anywhere access, ensuring seamless use across devices for all user roles.

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