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- Citizen Service Portal
- Who it's for
- Department service teams
Department service teams
A department handling formal service requests can assign cases, collect evidence and follow delivery attempts. Follow-up actions keep unresolved work attached to its application. A clear organization and service definition matter at intake because they determine which team owns the work. The application record keeps the status, assigned person and submission date together for the people who will continue the case.
How Citizen Service Portal is set up for you
Intake
The operator records the application, citizen reference and service. A named owner remains responsible for the next action.
Review
Requirement outcomes and evidence documents stay with the case. The reviewer makes a decision on the frozen source revision.
Delivery
The operation run and steps show what was attempted and which result was recorded. A follow-up action assigns unresolved work.
A department handling formal service requests can assign cases, collect evidence and follow delivery attempts. Follow-up actions keep unresolved work attached to its application. A clear organization and service definition matter at intake because they determine which team owns the work. The application record keeps the status, assigned person and submission date together for the people who will continue the case.
Begin with one department and one service. Trace a case from submission to the delivery reference, then rehearse an uncertain execution result. Choose a representative application with one attached document and a requirement outcome that needs discussion. Follow it through validation, independent review and a caseworker decision. Compare the application’s delivery reference with the execution trace. Staff should be able to identify the revision behind the decision without relying on a separate email thread.
Agree who can prepare applications for each organization, who verifies evidence and who can review a colleague’s work. Record a reason when a case is returned. If an already delivered application needs correction, preserve the original decision and steps while the successor revision goes back for review. This keeps the earlier action understandable to the next person handling the case.
Features to start with
Roles on the team
- Citizen Service Portal Administrator
- Maintains approved configuration: record entry on Public Services, read-only on all operational, review and provenance tables, and access to all four portal pages. No schema editing, deletion, bulk operations or export grants.
- Citizen Service Portal Operator
- Prepares assigned work: record entry on Service Applications, Application Requirements, Follow Up Actions and Evidence Documents, read-only on configuration, review and provenance tables. Scope to authorized organizations is enforced by workflow guards.
- Citizen Service Portal Reviewer
- Reviews independent assigned work: record entry on Review Decisions only, read-only on every other table. Reviewers cannot approve their own preparation; the workflow guards enforce reviewer independence.
- Read Only Analyst
- Reads authorized summaries and aggregates across every table plus the four portal pages. No record creation or editing, no schema or administrative capability.
Set up Citizen Service Portal your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.