Public Sector
Citizen Services Modernisation for a Government Agency
A national government agency needed to replace a 15-year-old citizen services portal with a modern, accessible platform. Existing services had to keep running throughout the transition.
The challenge
The agency's existing portal ran on legacy Java with server-rendered pages. Citizens regularly abandoned processes due to poor mobile experience and inaccessible forms. Internal case workers used a separate system that didn't sync in real time, creating delays and errors.
The replacement needed to serve hundreds of thousands of citizens and meet WCAG 2.2 AA accessibility standards from launch. It also had to integrate with multiple back-office systems through standardised APIs.
Our approach
We ran a six-week discovery phase. AI-assisted document analysis extracted business rules from thousands of pages of policy documentation and the existing codebase. This gave us a verified specification that both engineers and policy teams could review.
We built the new platform as a headless architecture with React on the frontend and Node.js APIs on the backend. Automated accessibility testing ran on every pull request, catching issues before they reached staging.
We phased the rollout across three service areas over four months. The old portal kept handling remaining services until we completed and validated each migration.
3x
Faster processing
AA
WCAG compliance
4
Months to first service live
85%
Reduction in citizen complaints
Tech stack
Planning a public sector modernisation?
We understand the requirements of government projects — accessibility, transparency, and compliance built in from the start.