The challenge
A capital city's digital authority required a strategic shift in how government services were conceived, designed, and delivered at scale. The existing model treated each service as an isolated transaction — disconnected from the citizen's actual needs across entities. The programme required coordinating 120+ stakeholders across 20 entities to adopt a unified, journey-led approach to service delivery.
Our mandate
We led a global consortium of digital transformation and experience design experts — embedding a core team within the authority's leadership and scaling to a 50+ member multidisciplinary team within eight months. The work covered design thinking, rapid digitisation, agile delivery, and end-to-end experience transformation from software level to processes and policies. The goal was to deliver measurable transformation milestones while establishing the methodology and team structure for long-term programme continuity.
What we delivered
Transformation strategy and roadmap
A comprehensive digital transformation strategy covering service redesign, technology modernisation, and cross-entity governance
Journey-led service redesign
A shift from service-based to journey-led design, developed through design thinking workshops with 120+ stakeholders across 20 entities
Rapid service migration
Integration of 48 licence variations in 3 weeks and migration of 83 licensing services from a single department to the unified platform
Digital signature and process automation
First-of-its-kind digital signature for government business services, eliminating 3 physical touchpoints and reducing service time from 4 days to 6 minutes