Citizen Services Making Legacy a Thing of the Past

Citizens engage with government agencies for visa and permit applications, service enrollments, complaints and more. Aging and silo-ed legacy systems, cutbacks due to austerity measures, and increased demand for government transparency make the experience manually intensive and error-prone. This leads to operational inefficiency, greater costs and increased risk of compliance issues – not to mention poor citizen experience.

Government agencies have tried various approaches to improve citizen experience and streamline citizen engagement. These including basic file sharing-led solutions, pure-play case management solutions or in-house development projects. But these options cannot seamlessly combine content management, process design & orchestration and governance in a single platform – a key requirement in providing citizen services.