ScotAccount: equality impact assessment

1.4 Recommendations

(i) Expand verification options Develop non-biometric and knowledge-based verification routes to provide alternatives for users. Explore alternative trusted public sector data sources for identity verifications, to reduce reliance on the digital footprint established mainly from previous financial transactions.

(ii) Enhance accessibility Support the maintenance of offline verification routes to ensure inclusivity for users without digital access. Ensure compliance with WCAG standards for accessibility and continue conducting user research with protected groups to identify and address barriers.

(iii) Build trust Communicate security and privacy standards clearly to users. Align processes with UK Government Good Practice Guides 44 and 45 (medium) and ISO 27001 standards and publish transparency measures to reinforce confidence in the system.

(iv) Monitor inclusion Monitor anonymised age and socioeconomic data to assist insights into inclusion. Liaise with service adopters to analyse channels used, offline/online usage, demographic data and customer needs. Engage with interest groups to address gaps in lived experience feedback.