HS
Loading...
Loading...
Citizen Service Portal for Local Government
Developed citizen-facing municipal services portal for service requests (potholes, waste collection, permits) with bilingual interface, WCAG 2.1 AA accessibility, real-time tracking, and automated routing to appropriate departments. Served 50,000+ citizens with 95% satisfaction rating.
Municipal government needed to modernize citizen service request system that relied on phone calls and paper forms. Required accessible, bilingual platform for citizens to submit and track service requests (road maintenance, waste collection, permits, bylaw complaints) with transparent status updates and departmental accountability. System needed to serve diverse population including elderly, disabled, and non-English speakers while reducing call center load.
Built bilingual (EN/FR) citizen portal with WCAG 2.1 AA accessibility including screen reader support, keyboard navigation, and mobile-responsive design
Implemented service request submission with photo uploads, GPS location tagging, and categorization for automatic routing to appropriate departments
Developed real-time tracking system with email/SMS notifications for status updates promoting government transparency and citizen engagement
Created department dashboard for staff to manage, prioritize, and resolve service requests with SLA tracking and performance metrics
Integrated with existing municipal databases and GIS systems for location-based request mapping and duplicate detection
Serving diverse population including elderly citizens, people with disabilities, and non-English speakers required comprehensive accessibility and usability considerations.
Implemented WCAG 2.1 AA standards with extensive screen reader testing, large touch targets for mobile, simple language, bilingual support, and conducted user testing with seniors and disability groups. Created tutorial videos and help documentation.
Citizens demanded transparent tracking and accountability for their service requests while protecting staff from inappropriate complaints.
Built real-time status tracking with automatic notifications, public/private comment systems, SLA monitoring with escalation alerts, and comprehensive audit logging. Created performance dashboards for department managers.
Integrating with existing municipal databases, GIS systems, and department workflows without disrupting operations.
Developed secure API middleware to connect with legacy systems, implemented data synchronization scripts, provided phased rollout by department, and created comprehensive training materials for staff adoption.
Learned to navigate municipal politics, balance competing departmental priorities, communicate with elected officials, and manage citizen expectations in public sector context.
Deep understanding of accessibility beyond compliance—designing for actual diverse users including elderly, disabled, and non-technical citizens requiring patience and user-centered approach.
Experience with government RFP process, budget constraints, comprehensive documentation requirements, and public accountability standards essential for government projects.
Direct municipal government application - service request systems, citizen engagement portals, 311 systems, permit applications, or any citizen-facing government service
"This portal transformed how we serve our citizens. The bilingual accessibility and transparent tracking have significantly improved satisfaction and reduced our call center workload. The developer understood our unique government requirements and delivered beyond expectations."