Web Portal for Government Services with Multi-Language Support

A Middle Eastern government agency aimed to modernize its citizen service delivery by replacing outdated paper-based systems with a centralized, digital-first portal. The existing setup lacked mobile responsiveness, had no accessibility compliance, and supported only Arabic, limiting its use among expats and minority language groups. The goal was to develop a web portal that supported multiple languages, offered a WCAG-compliant accessible UI, and digitized high-volume service forms like identity verification, permit applications, and grievance redressals. Additionally, the platform was load-tested for high-concurrency usage to ensure stability during peak traffic events like national holidays and submission deadlines. Post-launch, the portal experienced a 2x increase in weekly form submissions and significantly improved citizen engagement across language groups and age brackets.

Problem Statement

The legacy portal lacked accessibility features, excluding users with disabilities.
All service forms were offline or PDF-based, requiring physical visits.
The portal UI was Arabic-only, creating friction for expats and tourists.
Load times increased during high-traffic periods, leading to drop-offs.
There was no structured tracking of submissions or engagement analytics.

Solution Approach

Designed a multilingual portal with toggleable language support and RTL layout handling.
Digitized over 40 high-volume forms into dynamic, mobile-responsive web components.
Ensured WCAG 2.1 Level AA compliance including alt texts, keyboard navigation, and contrast ratios.
Implemented autosave and resume functionality for long forms.
Built a secure user dashboard for form history, status tracking, and file uploads.
Load-tested all modules under simulated peak loads and optimized API responses.
Added real-time analytics and heatmaps for continuous user behavior optimization.