The challenge
This government authority delivers public services to citizens with different access needs. The portal project formed part of a broader program to modernise service delivery and internal operations.
The authority wanted a shared digital access point for services that involved paper-based processes and several systems. It needed appropriate experiences for staff, registered users and public visitors, while handling integration, data and performance requirements.
Different user needs
Design access and interfaces around different roles and levels of digital familiarity.
Connected systems
Link service journeys with existing financial, identity and operational systems.
Performance and maintainability
Plan for complex data and growing service demand from the outset.
What we did
8Squad designed and implemented an Experience Cloud portal with guided internal workflows and integrations to existing systems.
Bring services together
A shared digital access point allowed users to manage information and service interactions.
Support appropriate access
Role-specific experiences and authentication supported different user groups.
Connect casework
Service Cloud workflows, integrations and reporting supported staff handling service requests.
What changed
Citizens gained a portal for managing information and service interactions, while staff used guided case workflows and connected reporting. The portal contributed a shared service experience within the authority’s broader transformation program.
| Focus | Goal | Delivered capability |
|---|---|---|
| Citizen access | Bring selected services into a shared digital experience | An Experience Cloud portal for information and service interactions |
| Internal casework | Connect service information with staff workflows | Guided case management and reporting |
| User experience | Accommodate different access needs | Interfaces and workflows tailored to user roles |
