Government Portal Transformation
How we modernized citizen services through an accessible digital platform, dramatically reducing processing times while improving service accessibility and user satisfaction.
Key Impact Metrics
The Challenge
A provincial government serving over 4 million citizens was struggling with outdated service delivery systems that relied heavily on paper-based processes and in-person visits. The government managed more than 280 different citizen services, from business permits to healthcare applications, many of which required multiple visits to government offices.
Key Challenges Identified:
- •Legacy paper-based processes requiring in-person visits for most government services
- •Fragmented systems across different departments causing data silos and duplicated efforts
- •Long processing times leading to citizen frustration and administrative backlogs
- •Limited accessibility for citizens with disabilities or in remote locations
- •Outdated technology stack struggling to meet modern security and compliance requirements
- •Inconsistent user experience across different government services
- •Limited visibility into application status for both citizens and government staff
These challenges were resulting in significant administrative burdens, citizen frustration, and limited access to essential services for vulnerable populations. The government needed a comprehensive digital transformation that could modernize service delivery while meeting strict security and accessibility requirements.
Our Solution
Moby Designs developed a comprehensive citizen-centered digital portal that transformed how government services are accessed and delivered. Our solution focused on creating intuitive, accessible interfaces while modernizing the underlying processes and systems:
User-Centered Digital Portal
Developed an intuitive citizen-centric portal that provides a unified access point for all government services, designed with accessibility and ease of use as top priorities.
Integrated Service Workflows
Created streamlined digital workflows that replaced paper processes and integrated previously disconnected departments into a cohesive service delivery system.
Secure Identity Verification
Implemented a secure multi-factor authentication system that provides robust identity verification while maintaining ease of use for citizens of all technical abilities.
Mobile-First Design
Built responsive interfaces that work seamlessly across all devices, with particular attention to mobile users who may have limited access to desktop computers.
Real-Time Status Tracking
Designed a transparent system that provides citizens with real-time updates on their service requests and applications through notifications and a visual tracking dashboard.
Administration Dashboard
Created comprehensive administrative tools that enable government staff to process applications efficiently, with workflow automation and performance analytics.
Technology Stack
- •Frontend: React with TypeScript and Next.js for server-side rendering
- •Backend: Node.js microservices architecture with Express
- •Database: PostgreSQL for transactional data with encryption at rest
- •Authentication: OAuth 2.0 with multi-factor authentication options
- •Accessibility: WCAG 2.1 AA compliant components and user flows
- •Infrastructure: Cloud-based deployment with high availability configuration
Implementation Approach
- •Phase 1: User research and service design (2 months)
- •Phase 2: Core platform development and identity management (4 months)
- •Phase 3: High-priority service digitization (3 months)
- •Phase 4: Administrative dashboard and workflow tools (2 months)
- •Phase 5: Staff training and pilot launch (2 months)
- •Phase 6: Full rollout and continuous service additions
Accessibility and Inclusion Focus
A cornerstone of the portal transformation was ensuring that all citizens, regardless of ability or technical knowledge, could easily access government services. Our accessibility approach went beyond compliance to create truly inclusive digital experiences.
Key Accessibility Features:
- •Screen Reader Optimization: Comprehensive ARIA attributes and semantic HTML ensuring screen reader compatibility
- •Keyboard Navigation: Complete keyboard accessibility with visual focus indicators and logical tab order
- •Language Options: Multi-language support with culturally appropriate translations
- •Reading Level Adjustments: Content available in plain language with readability scoring
The portal underwent rigorous accessibility testing throughout development, including automated evaluations, expert reviews, and user testing with people who have various disabilities. We employed an accessibility-first design approach, ensuring that accessibility was built into the foundation rather than added as an afterthought.
This focus on accessibility resulted in a 128% increase in service usage by citizens with disabilities and a 94% satisfaction rate among users with assistive technology needs.
The Portal in Action
The Results
The implementation of the government portal transformed public service delivery across the province. After 18 months of operation, we documented these significant improvements:
- Digital service adoption increased from 28% to 95% within 12 months of launch
- Application processing time reduced from an average of 22 days to 4 days (81% improvement)
- Citizen satisfaction ratings improved from 54% to 92% based on post-service surveys
- Staff productivity increased by 43% through automated workflows and reduced paper handling
- Service accessibility compliance reached 100% WCAG 2.1 AA standards
- Paper consumption reduced by 1.2 million pages annually, supporting sustainability goals
- Administrative errors decreased by 76% through validation and integrated data checking
- Cost savings of approximately $3.7 million annually through operational efficiencies
The portal transformation project has revolutionized how we deliver services to our citizens. What used to require multiple visits and weeks of waiting can now be completed in minutes from anywhere. The impact on both citizen satisfaction and operational efficiency has exceeded our most optimistic projections.
Ready to Transform Your Government Services?
Our government portal solutions can help public sector organizations of any size modernize service delivery, improve citizen satisfaction, and achieve operational efficiencies through thoughtful digital transformation.
Contact Us to Learn More