Citizen Services Portal with Complaint & Application Tracking
A citizen services portal that helps people find the right service, submit an application or complaint and understand its status. Clear requirements and progress updates reduce uncertainty for residents, while service teams can organise incoming cases and route work to the responsible queue.
Designed around
the real work.
Public service information can be spread across departments and written in language residents do not use. People may submit the wrong form or have no clear way to understand what has happened after an application or complaint is sent.
The portal begins with resident tasks and plain-language service routes. Guided forms collect only the information needed for the chosen process, and a tracking view explains the current status and the next expected step.
- Service pages describe requirements before a resident begins a form.
- Forms use clear labels, validation and save/return guidance where appropriate.
- Tracking states explain progress in terms residents can understand.
- Staff views retain case context and make assignment ownership visible.
01Map each service process, eligibility rule, department and escalation path.
02Review accessibility, privacy, identity and records requirements with public-sector owners.
03Test assisted, incomplete, duplicate and out-of-hours submissions.
04Set content ownership and status-update responsibilities across departments.