Unique client email addresses for Personal Financial Services clients LIVE

Project details:

Organisation London Borough of Camden
Department Personal Financial Services
Collaboration Level Share Ideas
Budget £0K > £50K
Key Contact Fahim Ahmed
Phase start 15 October 2018
Phase Estimated end 31 January 2019



A requirement for claiming Universal Credit is that the claimant registers with the UC portal using a unique email address. Camden Council provides a chargeable Personal Finance Management service to some residents, typically where they cannot manage their own finances and a family member is not available to assist them. In order to manage benefits on behalf of UC clients, the PFM team requested a process to set up a unique email address for each client with which to register, and a way of forwarding all email to a central mailbox so the team can mange it all from one place.

Since the discovery phase, the use case has been expanded to include any service provider with an online portal e.g. utilities or mobile phone providers. The solution works the same way, with an individual's email address being reused for other services and a new password securely generated for each one.

Other authorities are managing this using corporate or freemail addresses, but both of these solutions come with issues around cost, scale, complexity and security. Camden have developed a solution based on our own email and DNS infratructure which allows the PFS team to manage the creation and turnover of email addresses on their own with no corporate IT support, and which has no financial cost attached beyond the staff time required to configure it.




Status Updates