100+ five-star reviews in the first month — for a government portal.
We didn't replace a single backend system to get there.
A state land-records department had grown to 30+ portals over the years. Each one worked on its own terms. Each had its own login and its own logic.
For a citizen needing one basic service, the problem wasn't the service. It was working out which portal, which login, which form.
The obvious fix was a rebuild. We went the other way.
We built one citizen-first front door: a single entry point, a single login, organised around what a citizen is trying to do, not around which department owns the system.
Every backend stayed exactly where it was. The complexity moved behind the door, where it belongs.
No data migration. No big-bang cutover. The citizen services were always there. People could finally find them, and the reviews followed.
What it actually took wasn't a bigger platform. It was agreeing that the citizen's journey, not the org chart, sets the structure.
Citizens don't experience your architecture. They experience your front door.
If your department is sitting on a similar sprawl, which service would you bring through the door first?
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