Citizen-First Digital Services Delivery
Client profile
State government body
Timeline
14 Months
Scale
12 Departments
Key Outcome
55 services digitised
The Problem Worth Solving
A state government body needed to digitise more than fifty manual services — permit applications, tax payments, public enquiries — into a single accessible online portal. The system required strict PDPA compliance, strong security, and WCAG 2.1 AA accessibility for a citizen base in the millions.
How We Thought About It
We proposed a multi-tenant portal architecture that allowed individual departments to onboard their services independently, reducing coordination risk. Each service was mapped as a configurable workflow template with approval stages, enabling non-technical department officers to define their own processes within the platform's guardrails. We ran accessibility audits at every sprint review rather than only at the end.
What We Built
We built a multi-tenant portal using React and Node.js with WCAG 2.1 AA compliance validated by a third-party accessibility audit. We integrated with federal identity verification APIs for secure MyKad-based login and implemented granular role-based access for the participating departments.
What Changed
The portal digitised fifty-five processes across twelve departments. The majority of citizens moved from in-person applications to the digital portal within the first year, measurably reducing queue times at government offices, and departmental satisfaction scores rose over the same period.
“They understood our procurement requirements and compliance constraints from day one. No lengthy education needed — they had done this before.”
IT Director
State government body, Malaysia
Tech Stack Used
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