National Citizen Services Portal

National Citizen Services Portal

The problem

A national government entity offered hundreds of services to citizens across dozens of disconnected websites and counters — each with its own login, its own form library, its own payment integration, its own service-status logic. Citizens experienced government as fragmentation. Internally, the cost of supporting that fragmentation grew every year.

The remit: build a unified, identity-linked citizen-services portal — one front door for the public, with shared infrastructure underneath.

The approach

End-to-end design and delivery — strategy, UX, build, and rollout — over a multi-phase program.

• Service catalogue + taxonomy — consolidated and rationalized the service inventory so citizens could actually find what they needed.
• Identity-linked access — single sign-on tied to the national identity layer, with consent and audit baked in.
• Integrated payments + ticketing — replacing the per-agency payment and case-management flows with shared platforms.
• Accessibility and inclusion as design constraints, not a checklist at the end — WCAG-aligned and tested with assistive-tech users.
• Phased migration — agencies onboarded in waves, with the portal taking traffic gradually instead of a big-bang cutover.

The impact

• 5M+ active users within the first 6 months of public launch.
• Service uptime up 90% — moving off agency-by-agency infrastructure cut the dominant failure modes.
• Support load down 65% — citizens self-served the journeys that used to require call-center help.
• A shared platform that future services plug into, instead of building from scratch each time.

Citizens experience government as one integrated front door. Agencies share a platform instead of maintaining their own.