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 had 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

Design and delivery across the full program: strategy, UX, build, and rollout, over multiple phases.

• Service catalogue + taxonomy. We 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 built in.
• Integrated payments + ticketing. Shared platforms replaced the per-agency payment and case-management flows.
• 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.