Citizen Services Portal

01 The challenge

Citizens had to visit offices in person for routine requests, with no way to track status. Departments received the same complaints through multiple channels and lost track of what was resolved.

02 How we overcame it

A public portal where citizens submit requests, receive a tracking number, and see status updates. Departments get a unified queue with SLAs. Escalation is automatic when a request ages past its target.

03 What changed

• Requests trackable end-to-end by the citizen
• Single queue replaced four intake channels
• Automatic escalation on SLA breach