Multi-Factor Authentication (MFA) Implementation for v5 Portal

The ‘V5’ Customer Portal has been created to replace the existing V3 and V4 portals. It has

been developed in line with GOV.UK GDS (Government Digital Service) guidelines, ensuring

a user-friendly, accessible, and secure experience for both residents and council

administrators.

This portal was introduced onto the platform in September 2024 with the decommission of

the V3 portal planned in June 2025, along with the decommission of the V4 Portal in November 2025.

About this guide:

This guide provides a summary of key points for the Multi-Factor Authentication (MFA)

Implementation for v5 Portal.

It outlines the main functional points and costs for customer’s using the v5 Portal either

logging into directly to the customer portal or via a Form short URL.

To strengthen system security and safeguard sensitive information, Multi-Factor

Authentication (MFA) has been activated for our v5 portal. MFA enhances account

protection by requiring users to verify their identity through multiple methods beyond just a

password. These methods may include:

- Verification via email or mobile device

- Biometric authentication

- Use of an authentication application

Benefits of MFA

- Prevents unauthorized access, even if login credentials are compromised

- Reduces the risk of phishing and other cyber threats

- Supports compliance with industry regulations and security standards

By introducing MFA, we aim to protect both individual customer accounts and the overall

integrity of our platform.

Verification for any customer login will be via email or mobile device, and details will be

taken from the email and default telephone number for the account in question.

MFA Options for Customers without registered telephone number

When logging into the v5 portal, customers without a registered telephone number will have

access to the following MFA options:

Email - This method delivers a verification code via email to their default email address that must

be entered to complete the login process.

MFA Options for Customers with registered telephone number

When logging into the v5 portal, customers with a registered telephone number will have

access to the following MFA options:

- Email

- Phone Call

- Text Message (SMS)

Each method delivers a verification code that must be entered to complete the login

process.

+44 (0) 208 530 2505 info@abavus.co.uk www.abavus.co.uk 5Cost and Billing Information

- SMS: £0.09 per message

- Phone Call: £0.0050 per call

These charges reflect the costs incurred from external providers in providing these services.

The email option is free of charge.

Customers without a phone number on their account will only be able to use the email

option, which remains non-chargeable.

Usage-Based Charges: Costs will apply from the moment the v5 portal is first accessed.

Billing Cycle: Charges will be invoiced on a quarterly basis.

Third-Party Cost Adjustments: Fees may be subject to change in line with any increases

from third-party service providers. (Note: The MCS Platform currently utilizes external

providers for SMS and call services.)

MFA Continuity: Multi-Factor Authentication (MFA) will remain in use on the v5 portal until

the portal is either decommissioned or alternative authentication methods are introduced.

Guest Access and Third-Party Logins

- Customers signing in as guests will not be subject to MFA, and this process is also free of

charge.

- Users may also log in using existing Google or Facebook accounts, which operate

independently of the MFA system.