The Challenge
Citizens struggled to access essential government services online due to complex navigation and poor user experience, leading to long queues and citizen frustration.
- Fragmented services across multiple outdated systems
- Complex bureaucratic processes with unclear requirements
- Poor accessibility compliance affecting disabled citizens
- Language barriers for non-English speaking residents
- Long processing times averaging 2-3 weeks for simple requests
Our Solution
Developed an intuitive, accessible portal with streamlined workflows and multilingual support, focusing on citizen-centered design principles.
- Unified portal integrating all municipal services
- Simplified application processes with guided workflows
- Full WCAG 2.1 AA accessibility compliance
- Multi-language support for 5 major local languages
- Real-time application tracking and notifications
Measurable Results
Our solution delivered significant improvements across all key performance indicators.
Online Service Usage
Before:15%
After:85%
+467%
Processing Time
Before:14 days
After:5.6 days
-60%
Citizen Satisfaction
Before:52%
After:95%
+83%
Call Center Volume
Before:1,200/day
After:340/day
-72%
Cost per Transaction
Before:$45
After:$12
-73%
Project Timeline
4 weeks
Stakeholder Engagement
Requirements gathering, citizen interviews, process mapping
6 weeks
System Architecture
Technical design, security planning, integration strategy
20 weeks
Development & Integration
Portal development, system integration, testing
4 weeks
Training & Rollout
Staff training, citizen education, phased launch
Technologies Used
React
Node.js
PostgreSQL
Docker
Kubernetes
OAuth 2.0
WCAG 2.1
“This portal has revolutionized how we serve our citizens. The efficiency gains and citizen satisfaction improvements are remarkable.”
Michael Chen
Director of Digital Services