Results Public sector and utilities

A citizen services portal accessible to everyone

A portal through which 34 types of applications are filed online, tested with screen readers and used by more than 60,000 citizens in its first year.

60,000+ citizens served

71% applications filed online

WCAG 2.2 AA accessibility level

The challenge

Filing an application required a trip to the counter, between 8:30 and 14:00. Around tax deadlines, queues exceeded two hours.

The internal document management system talked to nothing, and the status of an application could only be obtained by phone.

The solution

We built a public portal coupled with the internal approval workflows, with accessibility as a day-one requirement rather than a final check.

34 application types available online, with guided completion
Status tracking for every application, with email notifications
WCAG 2.2 level AA conformance, tested with screen reader users
Integration with the internal registry system and electronic payments

The outcome

More than 60,000 citizens used the portal in its first year, and 71% of eligible applications are now filed online.

Average internal processing time fell from 9 to 4 working days, and counter traffic at peak periods halved.

Client: Local public administration; 290,000 inhabitants served
Duration: 12 months
Team: 6 people

Stack

PHP 8 / SymfonySymfony UX / StimulusPostgreSQLDocker

★★★★★

They tested the portal with blind citizens before launch, not just with an automated tool. They are the only team that proposed that on their own initiative.

L. C. Head of IT, Local public administration

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