Public-sector digital transformation

Citizen and Business Service Portals

We design and develop portals that let citizens and businesses learn about an institution's services and requirements, submit applications and follow their status without repeated visits. The portal is connected to internal procedures so it does not become a front end detached from the actual work.

Send a project request WhatsApp

What we offer

A useful portal starts with the most requested services and with how they are processed inside the institution. So we identify candidate services with the institution, document the requirements and documents for each, and design the user journey in plain language, with mobile use and weak connections in mind.

The portal includes an up-to-date service catalogue, electronic application forms, user accounts, status tracking, notifications, and either a staff interface for processing applications or a connection to the existing workflow system. It can start with a service catalogue and downloadable forms, with online submission and tracking added in phases.

We pay attention to accessibility, to Arabic and English where needed, and to asking only for the data a service actually requires.

Who it is for

Ministries with direct citizen servicesTo reduce visits and organize how applications are received.
Authorities serving companies and investorsTo provide clear information on requirements and remote submission.
Municipalities and local unitsTo offer and track local services in one place.
Institutions with an informational website onlyTo turn the website into an actual service platform in phases.

Problems we address

Unclear or contradictory information on service requirements and documents.
Crowded service centres and repeated visits just to ask about status.
Websites that do no more than introduce the institution.
Earlier portals detached from internal work, so applications are printed and processed on paper.
Poor usability on mobile phones or weak connections.

Tasks and deliverables

Service catalogue: A page per service explaining requirements, documents and steps as adopted by the institution.
Online application forms: Forms with data validation, attachments and draft saving.
User accounts: Registration, login and management of past applications, with verification options chosen by the institution.
Status tracking and notifications: Application status and notifications on every change or request for missing items.
Staff interface or internal integration: Processing applications in the portal or passing them to the workflow system.
Responsive, multilingual design: An interface that works on phone and desktop, in Arabic and English where needed.

Who does what

What IAG does

Identifying candidate services and documenting their requirements with the institution.
Designing the user experience and guidance content.
Developing the portal and connecting it to internal systems.
Testing the portal with real users before launch.
Technical support after launch and gradual improvement of services.

What specialists, partners and authorities do

The institution decides which services go online, their requirements and their legal basis.
The institution approves published content and remains responsible for its accuracy and updates.
The institution decides how users are identified and any connection to other bodies this requires.
The institution owns user and application data and sets the privacy policy.
Any connection to electronic payment services is made through licensed providers and on the institution's decision.

Practical example

Illustrative scenario

Portal for a certificate request

An authority issues a frequently requested certificate, and applicants currently have to come in at least twice.

The applicant reads the requirements in the service catalogue.
Fills in the form and uploads the required documents.
Receives an application number and tracks its status online.
Gets a notification when something is missing or the certificate is ready.
Comes in once for collection, or as the institution decides.

This is an illustrative scenario to explain the idea, not a client reference or an existing project.

How we work together

Select services
Identifying the most requested and easiest-to-digitize services as a starting point.
Design the journey
Mapping applicant and staff steps and reviewing them with the institution.
Develop and integrate
Building the portal and connecting it to internal workflows.
Pilot
A limited launch with a group of users and collection of feedback.
Launch and expand
Launching approved services, then adding new services in phases.

Intended results

Clear, consistent information on services and their requirements.
Fewer repeat visits to ask about status.
More complete applications by the time they reach staff.
A foundation for gradually extending online services.

What we need from you

The list of services, their approved requirements and current forms.
A decision on how users register and are identified.
A content owner to review and approve texts.
Representatives of the units that process applications.
The institution's privacy and hosting policy.

Basis for cost and timeline

Cost depends on the number and complexity of services, the identity verification method, integration with internal systems or other services, the languages required and hosting requirements. We work in phases starting with a limited number of services, with an optional ongoing support and development agreement.

Frequently asked questions

Can the portal launch with only a few services?

Yes, and that is what we usually recommend: start with a few services, handle them well, then expand.

Does the portal support online payment?

A connection to licensed payment services can be planned if the institution decides so and it is available under applicable rules.

How are users identified?

The institution decides the appropriate verification level for each service, and we design the portal accordingly and with the means available.

Does the portal work with weak internet?

We design lightweight pages and support saving drafts, but the experience still depends on the quality of the available connection.

Request this service