Project Overview
A UK professional institution with 45,000 members needed to replace their legacy membership management system ...
Technology Stack
Compliance & Standards
The Challenge
A UK professional institution with 45,000 members needed to replace their legacy membership management system (a 2004 CRM, heavily customised Salesforce, and a separate exam booking system). Members needed self-service account management, CPD (Continuing Professional Development) tracking, examination booking, and a public Professional Register. UK GDPR for member professional data, WCAG 2.1 AA accessibility (public sector PSBAR obligations for chartered institutions), and Stripe billing for subscription renewal were the requirements. Budget: £130,000.
Our Approach
Service Portal
- Next.js member portal with Azure AD B2C (external identity) for secure member authentication.
- Self-service: profile management, subscription renewal (Stripe), CPD log entry, examination booking, and certificate download.
Member dashboard
CPD target vs actual (institution requires 30 CPD hours/year), subscription status, and Professional Register listing management.
CPD log
- members record activities (conference attendance, course completion, self-directed learning, mentoring).
- Verifiable CPD (CREST-certified training, etc.) vs self-declared CPD.
Annual CPD cycle
- auto-reset on membership renewal date.
- Institution can audit member CPD logs — audit workflow built in.
- CPD non-compliance alert: automated 90-day pre-renewal email if CPD target not met.
- Professional Register (Public-Facing): Publicly searchable register of chartered members.
UK GDPR
members consent to public listing as part of chartered membership application.
Right to erasure
removal from public register within 24 hours of cessation of membership.
Search
name, company, specialism, region.
Verification API
employers can verify membership status via API (used by hiring companies).
Examination booking
- 6 exam sittings per year, online and centre-based.
- Integration with examination centre booking API.
Results posting
automated member notification on result publication.
Certificate generation
PDF certificate with member name, exam, date, and institution digital signature.
Historic examination records
members can view all past results.
The Results
Platform live at 18 weeks, £124,000 — under budget.
Legacy Salesforce licence saving: £85,000/year (ROI payback year 1).
Member self-service adoption: 92% of renewals now online (was 41%).
CPD compliance rate: 71% → 89% (automated reminders).
Professional Register API: 28 companies integrated for candidate verification.
WCAG 2.1 AA: Cabinet Office monitoring — zero non-compliances.
Staff admin time per renewal: 22 minutes → 4 minutes.
“The £85,000 Salesforce licence saving made this a no-brainer financially — but the 71-to-89 CPD compliance rate improvement is the outcome that matters most to our professional standards committee. The WCAG audit with zero findings from the Cabinet Office was a first for this institution." — CEO, UK Professional Institution (name withheld)”
Project Details
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