Intelligent Citizen Services Portal for Local Government
Delivering a unified citizen portal serving 350,000 residents with AI-powered assistance
The Challenge
A metropolitan council was operating 11 separate online portals for different services -- rates, planning, waste, permits, and community programs. Citizens frequently couldn't find the right service, call centre volumes were unsustainable, and 60% of online transactions were abandoned before completion.
Our Approach
We designed and built a unified citizen services portal with an AI-powered assistant that guides residents through complex processes like planning applications and permit requests. The platform features smart forms that adapt based on user responses, integrated identity verification via myGovID, and real-time application tracking.
The Outcome
Online transaction completion rates increased from 40% to 82%. Call centre volumes dropped by 35% within three months of launch. The AI assistant handles 12,000+ interactions per month, resolving 74% without human escalation. Citizen satisfaction scores rose from 3.1 to 4.4 out of 5.
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