CONNECTED BUSINESS PLATFORMS
A single service portal replacing eleven paper processes
An authority was running eleven separate application processes across counters, email and spreadsheets. We consolidated them into one governed portal with identity, payments, workflow and reporting in a single audited channel.
The situation
- Applicants had to visit a counter for processes that were already digital elsewhere in the organisation.
- No single record of an application existed, so status enquiries were answered by searching inboxes.
- Oversight reporting was assembled manually each quarter from four different sources.
How we approached it
- Six weeks of discovery mapping every service journey, data owner, integration point and legal retention rule into a costed blueprint.
- A phased build releasing the three highest-volume services first, so value landed before the full scope completed.
- Security review, penetration testing and staff enablement scheduled before go-live rather than after it.
What was handed over
- Public-facing portal with multilingual interface and accessibility-conscious design
- Back-office workflow, role-based access and full audit trail
- Integrations to identity, payment and finance systems
- Live oversight dashboard replacing the quarterly manual pack
- Documentation, source code and handover training owned by the client
What changed
- Processes consolidated into one channel
- 11 → 1Processes consolidated into one channel
- Status visibility for applicants
- Same-dayStatus visibility for applicants
- Oversight reporting cadence
- Quarterly → liveOversight reporting cadence
Want the detail behind this engagement?
We share full scope, architecture and reference contacts with evaluation teams under NDA.