The challenge
A government body offering a range of resident-facing services — permit applications, document requests, status inquiries — required residents to visit an office in person for most transactions, even for services that were purely administrative and didn't need a face-to-face interaction. Each department managed its own paper-based process, so a resident with a request spanning two departments had no single place to track it.
The body needed a public-facing portal that could handle an application end to end online, while giving staff a case-management view that matched how departments already worked internally, and needed the whole system to work equally well in Arabic and English for the residents it serves.
Our approach
We built a bilingual citizen services portal where residents can submit an application, upload supporting documents, and track its status online, replacing an in-person, paper-first process for the services that don't require it. Behind the portal, we built a case-management system for staff that mirrors each department's existing review and approval workflow, so an application routes to the right department and reviewer without residents needing to know the internal process.
Accessibility and bilingual support were treated as first-class requirements, not an afterthought — every screen, notification, and generated document works equally in Arabic and English. The system was engineered with the audit trails and record-keeping public-sector systems require, so every action on an application (submitted, reviewed, approved, rejected) is logged and attributable.
Outcome
Residents can now submit and track many service requests online instead of visiting an office in person, and staff review applications through a structured case-management workflow instead of a paper file. The portal gives residents a single place to track a request's status regardless of which internal department is handling it.