Challenge
A municipal government sought to expand its digital citizen services portal to include features such as online payments, real-time complaint tracking, and personalized notifications. The in-house development team lacked the capacity to handle the additional workload while maintaining existing services. The government needed a flexible solution to scale its development efforts without long-term commitments.
Our Approach
A staff augmentation model was employed to add skilled software developers, UX designers, and system analysts to the municipal team. The augmented team focused on designing and implementing new portal features while ensuring compatibility with the existing system. Regular feedback loops with stakeholders ensured that the enhancements aligned with citizen needs and government priorities.
Outcome
The enhanced citizen services portal was delivered successfully and on schedule.
- Online payment adoption increased by 45%, reducing in-person transactions and operational overhead.
- Real-time complaint tracking improved citizen satisfaction scores by 35%.
- System usability increased by 30%, driven by the portal’s user-friendly design.
- The government saved 20% in project costs by leveraging the augmented workforce instead of expanding the permanent team.
Conclusion
This case study demonstrates how staff augmentation can empower government agencies to expand digital services effectively. By accessing skilled professionals on demand, municipalities can enhance citizen experiences, streamline operations, and achieve their service delivery goals efficiently.
