Digital application completion rose to 82% and in-person service queues dropped by 46%.
A government agency offered services through disconnected websites and paper workflows. Citizens faced long processing times, and staff spent significant effort on manual document verification.
We built a unified multilingual services portal with secure identity workflows, guided forms, and application status tracking. Back-office teams received automated validation and case routing tools.
Digital form completion increased from 54% to 82%
In-person queue volume reduced by 46%
Case processing time reduced by 39%
Accessibility compliance achieved across core journeys
“This project improved public service quality in a measurable way. Citizens can now complete processes online end to end.”
Program Director
Government Agency
