For citizens, interacting with government services had become a source of frustration. Applying for permits or accessing public services meant dealing with long queues, redundant paperwork, and outdated systems. Behind the scenes, government staff juggled disconnected tools and manual processes, struggling to meet growing demands for efficiency and transparency.
Recognizing the need for change, the Government Services Agency partnered with us to reimagine the public service experience — not just with new tech, but with a full digital transformation powered by service design and enterprise architecture.
The agency’s legacy systems were siloed and inflexible. Citizens had to navigate multiple agencies just to complete basic requests. There was no centralized platform, no automation, and no real-time visibility into application status. The lack of online services led to overwhelmed call centers, delayed processing, and eroded trust in public institutions.
The breakthrough came during collaborative service design workshops involving both civil servants and citizens. These sessions revealed the disconnects not just in tech — but in the overall service experience. People weren’t asking for more features. They were asking for clarity, speed, and consistency.
That insight led to a dual-track strategy: improve the citizen journey and architect the infrastructure behind it to scale and sustain the change.
Current State Assessment
- We began by mapping existing systems, data flows, and inter-agency processes.
- Identified redundancies, manual touchpoints, and integration gaps across departments.
Define Target Architecture
- Designed a cloud-native architecture blueprint that emphasized modularity, automation, and scalability.
- Outlined a secure integration layer to connect siloed databases and systems in real time.
Capability Mapping
- Mapped government capabilities (e.g., permit issuance, citizen authentication) to digital enablers.
- Identified which processes could be automated or digitized for self-service.
Design Omnichannel Experience (Service Design Alignment)
- Partnered with UX and service design teams to align frontend journeys (web, mobile, in-person) with backend capabilities.
- Ensured that all channels pulled from a single source of truth via APIs.
Develop Enterprise Roadmap
- Created a phased implementation plan including quick wins (e.g., form digitization) and long-term goals (e.g., data governance, shared citizen ID framework).
Deploy & Govern
- Launched new services iteratively with agile governance, ensuring compliance and cross-agency coordination.
- Embedded real-time dashboards for performance monitoring and transparency.
The transformation delivered tangible, measurable impact:
- Application processing time dropped by 60%, thanks to automated, straight-through workflows.
- Online self-service usage increased by 50%, significantly reducing pressure on call centers and physical branches.
- Transparency improved through a real-time application tracking system — restoring citizen trust and empowering them to self-manage their requests.