Improving Public Access through a Digital Services Portal

Client

A state government services agency

Industry

Public Sector

Client Type

Government

Duration

Multi-year strategic delivery

Region

A state jurisdiction

Scope

Digital experience design
CRM and integration development
Workflow automation and legacy transition

Solutions Delivered

Microsoft Power Platform solution to manage customer interactions
Dynamics 365-based interface integrating with Tasmanian Government CRM
Replacement of legacy Lotus Notes system with modern workflow design
Real-time data capture and visibility across channels
Secure public portal for online service access

Smart design. Scalable services. Better outcomes for every citizen.

A state government services agency is the frontline service delivery arm of the Government, responsible for providing essential services to citizens statewide. Facing bottlenecks in manual processes and limited digital access, they needed a way to modernise service delivery - at scale, with accessibility front of mind.

Working in partnership with Intuit Technologies, a modular digital services portal was delivered using Microsoft Power Platform, providing citizens with a secure, centralised entry point for managing registrations, renewals, and service interactions.

The Problem

Citizens experienced long queues and inconsistent experiences
Limited accessibility for rural and remote areas
Services were siloed, reducing operational efficiency
Poor UX design impacted digital adoption rates

The Business Impact

These issues had significant operational and strategic consequences:

Declining citizen satisfaction scores due to delays
Increased pressure on government teams to deliver more with fewer resources
Expansion into new services slowed by inflexible systems
Executive demand for a centralised, scalable platform increased

The Solution

Intuit Technologies implemented a cloud-first, modular solution built on Microsoft technologies:

Dynamics 365: Managed workflows and service records
Microsoft Power Pages: Delivered secure, intuitive portal experience
Azure Integration Services: Enabled seamless data connectivity across agencies
Accessible UX Design: Led by partner Neon Jungle with WCAG compliance
Scalable Architecture: Engineered for future service expansion

Citizens can now securely log in, manage their records, renew registrations, and access services online—replacing manual, paper-based interactions with efficient digital processes.