Hard to find a service
Documents, vehicles, benefits and housing are spread across many areas. Citizens need one place to search.
cIX Citizen Portal
A citizen service portal concept for cIX, built as a ServiceNow demo to show how people could request a new copy of their ID, reach the ombudsman and follow every request with less red tape.
The challenge
Public services, buried in red tape.
Getting a new ID or a driver record often means queues and many steps. cIX wanted a demo showing how a ServiceNow portal could make that simpler for citizens.
Unclear requirements
Before starting, people want to know who can apply, what documents to bring, the cost and the deadline.
No way to follow up
After a request is made, citizens need to see its status and talk to the agent without calling.
The process
Design both sides of the door.
Study references
Existing public service portals were collected and compared to see what citizens expect to find.
Organize by category
Services were grouped into categories like documents, scheduling, citizenship, vehicles and housing.
Design the public flow
Home, service catalog and a service page that explains conditions, documents, cost and deadline.
Design the logged-in flow
Requests, request details, appointments, profile and identity check by biometrics and video call.
The solution
Find it, apply, follow it.
The public home leads with search and popular services. Once logged in, citizens see their requests, upcoming appointments and can talk to the agent on each request.
01 / 06Public home
The outcome
A clear picture of what’s possible.
A working demo
The clickable prototype showed cIX a full citizen flow, from finding a service to following a request.
Less guesswork
Each service page answers the usual questions before the citizen starts the request.
Built on ServiceNow
Screens follow ServiceNow portal patterns, so the concept can move toward a real build.