Citizen Portal
An online portal for citizen services.
- Client
- Institution publique
- Industry
- Public sector
- Technologies
- Next.jsPostgreSQL
The context
Requests arrived through three separate channels — counter, post and telephone — with no shared record. A file changed hands four times before being processed, and its status was visible nowhere.
The point was not merely to put a form online: the officer and the citizen had to be looking at the same file, at the same moment.
Objectives
Make public services easier to access online.
Solution
A secure portal with authentication and case tracking.
Results
Request processing time reduced by 40%.
Our approach
We began by observing a full week of processing at the counter, before writing a single line of code. That phase surfaced two redundant checks, dropped straight away.
The portal was then delivered in successive batches, starting with the highest-volume procedure, which let us measure the real gain before extending the scheme.
In figures
- processing time
- -40%
- procedures taken online
- 4
- single record of files
- 1
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