Citizen service delivery time cut by 60%
Transformed a multi-department citizen services portal, replacing a 15-year-old legacy system.
The challenge
A government agency was processing citizen applications through a mix of paper forms and a legacy web application built in 2008. Processing times averaged 28 days; citizens had no visibility into their application status.
Our approach
We ran a 6-week discovery with agency staff and citizens to map the current experience and prioritise improvements. The new platform was designed to be API-first from day one, enabling future integration across departments.
The solution
The new platform is built on modern microservices, deployed on GCP, with a fully accessible front-end. Citizens get real-time status updates via SMS and email. Processing time dropped from 28 days to 11 days on launch.