Service design
Each service mapped from the citizen's task through to the back-office decision, then simplified.
Industry focus
Citizen digital services
We design services around the task people come to complete, not around the agency's structure.
Citizen services work when a person can finish the whole task online, in Arabic or English, without visiting a counter. We redesign each service around that task, connect it to national digital identity, and measure completion rather than page views.
In the UAE, services follow TDRA's digital government standards and sign-in through UAE PASS; in Saudi Arabia, the Digital Government Authority's standards and the Unified National Access platform, Nafath.
What we deliver
Digital identity
Sign-in and verification through UAE PASS or Nafath, at the level of assurance each service needs.
Arabic-first content
Forms, messages and guidance written in Arabic first, then English, and tested with real users.
What to have in place first
Every change to a public service is accountable, so these points are best settled with the programme's steering committee first.
- The services in scope are ranked by volume and complaints.
- Each service has an owner who can change the process, not only the screens.
- The identity assurance level for each service is agreed.
Talk to us about citizen digital services
Tell us about your current systems, the compliance themes you cannot compromise on and your timeline. We will come back with a phased plan, a staffing model and a risk register.