Challenge
Citizen services were fragmented across more than thirty agency portals with inconsistent identity, no unified case status, and no measurable accountability for resolution time. A national digital authority was created with a mandate to consolidate within an 18-month window the political cycle would tolerate.
Structure
Blue Chip was contracted as the integrated managed-delivery partner. Management Consultancy structured the program and the inter-agency operating model. IT Software Applications delivered the platform — identity, case orchestration, agency-side adapters, and the citizen-facing portal. BPO assembled the citizen contact operations layer. The consortium included two domestic system integrators under Blue Chip technical governance, and a multilateral co-funder providing technical assistance.
Execution
The program ran in three nine-month phases — Discover, Stabilize, Scale — but with overlapping execution to compress total elapsed time. Identity went live first under a deliberately scoped agency footprint, then expanded as the operating data showed uptake.