Government services that actually serve
A citizen portal that makes applying for permits, licenses, and benefits as simple as ordering food online.
Civica
2023
GovTech
68% reduction in call center volume, WCAG AAA certified
What they needed
Citizens were abandoning online applications mid-flow due to confusing forms and inaccessible interfaces. 80% of inquiries still came through call centers.
How we solved it
Redesigned every application flow with plain-language guidance and progressive disclosure. Achieved WCAG AAA compliance and added support for 12 languages.
What we achieved
Online application completion rate increased from 23% to 78%. Call center volume dropped by 68%, saving the municipality €1.8M annually.
Built with
Accessibility is one of those things where it's easy to tick boxes and move on. Oblique didn't do that. They flagged issues we hadn't even thought about and the end result is something we're genuinely proud of.
Eva Mueller
Director of Digital Services, City of Rotterdam