Digital Citizen Services Platform for a National Government
Confidential — National Government Agency
150+
Services Digitized
72%
Citizen Adoption
7x faster
Delivery Speed
240M
Annual Savings
The Challenge
A national government sought to digitize 200+ citizen services across 15 ministries. Legacy systems, inter-agency silos, and low digital literacy among staff created significant barriers. The initiative had a 3-year mandate with high political visibility.
Our Approach
We designed a unified digital services architecture, established a central digital authority with cross-ministry governance, and implemented an agile delivery model with ministry-level squads. Our team led capability building programs for 2,000+ government staff and designed citizen experience journeys for priority services.
The Results
Over 150 services were digitized within 30 months, achieving 72% citizen adoption. Average service delivery time decreased from 14 days to 2 days, citizen satisfaction scores reached 4.6/5.0, and the program generated $240M in annual efficiency savings.