Public Sector Citizen Portal
The Challenge
A Malta government entity administered permit and licence applications through paper-based forms, in-person submissions, and manual processing workflows. Citizens faced multi-week wait times with no visibility into application status, generating a high volume of phone enquiries that further burdened administrative staff. The entity also lacked consolidated reporting on application volumes and processing performance.
Our Approach
redskios conducted stakeholder workshops with both administrative staff and citizen representatives to map the end-to-end application lifecycle. We designed a digital-first service that preserved existing governance controls while eliminating unnecessary manual steps, ensuring WCAG 2.1 AA accessibility compliance throughout.
The Solution
We delivered a Laravel-based citizen portal integrated with eID Malta authentication, enabling citizens to submit applications online, upload supporting documents, and track progress through each processing stage in real time. The back-office system automated routing, deadline tracking, and inter-departmental referrals, with management dashboards providing real-time visibility into processing volumes and SLA compliance.
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