National Environment Agency One-stop E-services Portal

CHALLENGE

RESOLVING USER FRUSTRATION AND ONBOARDING ISSUES

Colloquially known as the “Nearly Everything Agency”, NEA is responsible for a wide range of services - from public cleanliness to radiation protection - for both citizens and businesses.

Over time, NEA had built and accumulated a number of customised systems to digitise these varied services, all of which were developed independently with their own login, appointment management and billing functions.

This resulted in:

• A confusing online experience for customers as they had to navigate various systems to access the e-services
• Expensive and difficult onboarding of e-services as each e-services needed to develop its own common functions
   

SOLUTION

DRIVING INTEGRATION WITH A ONE-STOP PORTAL FOR ALL NEA E-SERVICES

A new e-Portal was developed to house all applications in one place. This one-stop digital shopfront streamlined and simplified hundreds of services offered by NEA, allowing the public easy access without the need for multiple logins and confusing navigation to different sites.

Fast Onboarding of E-Services

The portal sits on a microservice-based architecture that was designed to enable the creation of common and reusable services like payments, appointments, and document exchange. Together with a form builder and workflow engine, it allowed for easy and fast onboarding of e-services.

RESULT

EASE OF USE, CONVENIENCE AND IMPROVED ENGAGEMENT FOR ALL USERS

The e-Portal has transformed how customers interact with the agency and how e-services are managed and maintained.

With the consolidation of all services, users are now able to browse and pay for a basket of items - from application fees, licence fees to even fines - in one simple transaction.

Due to the way it was designed, the portal can begin to grow in a sustainable fashion. Its architecture and reusable modules make it possible for new services to be created and refined in an agile way, leading to an experience that only gets better over time.