Overview
A US state government was struggling to deliver services efficiently to its 12 million residents. Citizens had to navigate multiple websites, visit different offices, and fill out redundant paperwork for services ranging from license renewals to benefit applications.
Koyal Tech Solutions was selected to design and build a unified citizen services platform that would provide a single point of access for all government services while modernizing backend systems.
The Challenge
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Fragmented Systems
Over 200 services spread across 40+ agencies, each with their own application processes, databases, and legacy systems.
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Accessibility Requirements
Platform needed to serve diverse populations including elderly citizens, those with disabilities, and non-English speakers.
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Security & Privacy
Handling sensitive personal information required robust security measures and compliance with state and federal regulations.
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Scale Requirements
System needed to handle traffic spikes during tax season, emergency declarations, and benefit enrollment periods.
Our Solution
Unified Citizen Identity
Implemented a secure single sign-on system that allows citizens to access all services with one account, pre-populating forms with verified information to eliminate redundant data entry.
Mobile-First Design
Built a responsive platform optimized for mobile devices, recognizing that many citizens access services primarily via smartphones. Included offline capability for form completion.
Integration Hub
Created an API-based integration layer connecting legacy systems from all agencies, enabling real-time data sharing while maintaining system-of-record integrity.
Multi-Channel Support
Implemented AI-powered chatbot for common questions, live chat for complex issues, and integration with call centers for citizens preferring phone support.
Implementation Approach
Discovery & Service Mapping (8 weeks)
Cataloged all citizen services, mapped user journeys, and identified high-impact services for initial release.
Platform Foundation (12 weeks)
Built core platform infrastructure, identity system, and integration framework on AWS GovCloud.
Phase 1 Services (10 weeks)
Launched with 20 highest-volume services including driver license renewal, vehicle registration, and benefit applications.
Full Rollout (12 weeks)
Expanded to all 200+ services with continuous improvement based on citizen feedback and usage analytics.
Results & Impact
85% Digital Adoption
Citizens rapidly embraced the new platform, with 85% of eligible transactions now completed online.
90% Faster Processing
Average service request processing time reduced from 5 days to under 4 hours for most services.
45% Satisfaction Increase
Citizen satisfaction scores increased dramatically, with the portal receiving a 4.5/5 star rating.
$8M Annual Savings
Reduced paper processing, mailing costs, and in-person service delivery expenses significantly.
"This platform represents the largest modernization effort in our state's history. Citizens can now access services in minutes that used to take days or weeks. Koyal's team delivered beyond our expectations."
