Creative Scotland boosts customer experience with Civica cloud master data management


Creative Scotland has appointed Civica, a global leader in software for public services, to help power its new funding management system via enhanced data management.

Creative Scotland supports the development of arts, screen and creative industries across Scotland. It distributes over £100 million of funding from the Scottish Government and The National Lottery every year.

The public body has been providing a lifeline to the hard-hit creative industry during COVID-19. Since March 2020, it has received £139 million from the UK Government to distribute. To support this process, Creative Scotland has set-up a new funding management system. It is powered by Microsoft Dynamics365 CRM and MultiVue, Civica’s master data management (MDM) platform on Microsoft Azure.

The project forms part of a transformation programme focused on building a flexible, digital framework. This recognises data as critical to organisational development and providing sector support.

Acting as a data hub, the cloud-enabled MDM software has been both essential to an effective migration and will also provide important support for Creative Scotland’s data strategy. It draws on data held in other business systems to create a single accurate record of all entities, ensuring the information in the CRM is as complete and accurate as possible. Creative Scotland can self-manage the rules behind the process, minimising the total cost of ownership.

It has taken just eight weeks to start drawing value from MultiVue. The single trusted data set both powers effective relationship management via Dynamics365, and offers the solid foundation required for Microsoft Analytics. The data hub will also support Creative Scotland’s locations service. This helps incoming productions make the most of the venues Scotland has to offer, matching producers with locations. It will join the website and CRM together, enabling better management and fulfilment of location hire enquiries. This will both minimise costs and help Creative Scotland improve engagement and build stronger relationships with the creative industry.

Improved data quality and availability is also simplifying compliance. Creative Scotland is better placed to efficiently respond to subject access requests and FOI requests made under GDPR as the data is more accessible. Statutory reporting on equalities and climate challenges will also be more effective.

John Campbell, Digital Transformation Director at Creative Scotland said: “We are impressed with MultiVue and its rich capabilities. It’s enabling our Master Data Management environment to become a reality, ensuring we keep a consistent and accurate single version of our contacts records with full integration to our Microsoft and external systems. The project was delivered quickly and effectively by the Civica project team working with our analysts to bring the service online within budget and on plan.”

Chris Owen, Divisional Managing Director for Civica Digital and Data Solutions added: “We’re delighted to be working together with Creative Scotland and their vision for the funding and support for the creative industry across Scotland. As data volumes grow, being able to harness this asset is critical to providing responsive, effective and innovative services. MultiVue provides a core foundation of trusted and connected data, for use internally, with customers, or in working more confidently with other public organisations.”