The challenge
A capital city government operates over 30 public entities — each delivering its own services through its own systems, channels, and digital presence. Under a national accelerator programme, all government services were required to be accessible through a single unified app and portal serving citizens, residents, businesses, and visitors. The existing digital landscape offered no shared infrastructure, no consistent experience, and no single point of access across entities.
Our mandate
We were engaged as the retained digital partner — responsible for product design, UI/UX, software engineering, and quality assurance across the full platform lifecycle. The work covered omnichannel experience design, service consolidation from 30+ entities, bilingual interface development, digital identity integration, and payment infrastructure across web, mobile, and service centres. The goal was to establish a single point of access for every government service — designed for the full population of a capital city.
What we delivered
Unified services platform
A single web and mobile application consolidating 700+ government services from 30+ entities into one seamless omnichannel experience
Omnichannel experience design
Consistent service delivery across web portal, mobile app, service centres, contact centres, and mobile service vans
Service migration framework
A structured approach to onboarding entity services, standardising interactions, and maintaining quality across each migration wave
Digital identity and payment infrastructure
Integrated authentication, document storage, and multi-method payment processing across all government services