Consolidating twelve legacy services into one credible national front door.

Challenge

Twelve legacy services, four vendors, no shared design language — and a political mandate to consolidate everything into one civic front door inside a year.

Context

A federal ministry serving 200M+ citizens, with more institutional memory than the org chart admitted and less delivery muscle than the mandate required.

Thinking

A citizen-first service can't be procured. It has to be practised. The ministry didn't need a vendor; it needed a small in-house crew that could ship one vertical slice at a time — and outlive the political cycle that funded it.

Approach

Ran a service-design diagnosis across every touchpoint. Built a small in-house crew. Installed a weekly delivery cadence. Shipped the new service in vertical slices — each one usable in production.

Execution

Nine hires made against a written bar. Twelve services mapped, four sunset, eight rebuilt. A design system, delivery playbook and vendor management model handed over as living documents.

Impact

Twelve services consolidated into one, 91% task success at launch, and a permanent civic-tech team the ministry now runs without us.