Unlock Solutions

What we deliver  05

Client, member and citizen portals

Applicants, members or clients complete their business online and see only what is theirs. A secure portal with identity, permissions and case data, connected to the systems of record behind it.

Typical length
Three to five months, discovery included
Platforms
Power Pages, Salesforce Experience Cloud, ServiceNow portals and custom web applications
Investment basis
Fixed price discovery, build confirmed after it

01  In practice

What an external user passes through

Example. The actual design is set during discovery.

1

External user

An applicant, member or client, on any device.

2

Identity

Sign up, sign in and verification at the level the service needs.

3

Portal

Forms, uploads, status pages and messages.

4

Permission check

Every record is checked against the user before it is shown.

5

System of record

Cases, records and documents stay in your back office system.

02  Who it is for

  • Applications, renewals or referrals still received by email or paper
  • Members or clients who need to see the status of their own case
  • An older portal that is hard to change
  • Services that must meet accessibility and privacy requirements for the public

03  What you get

  1. 01

    Journey map

    Each external user type, what they need to do and what they may see.

  2. 02

    Identity and permissions design

    Sign up, sign in, verification and the rules behind every record.

  3. 03

    Portal

    Forms, uploads, status pages and messages, built on the platform you run.

  4. 04

    Back office integration

    Cases, records and documents flowing to and from your systems of record.

  5. 05

    Accessibility check

    Testing against WCAG 2.1 AA, with the results recorded.

  6. 06

    Admin guide

    How your team manages content, users and requests.

04  Investment

Indicative investment

Canadian dollars, before tax. Confirmed after discovery, based on complexity, integration requirements, delivery scope and your environment.

DiscoveryFrom $6,750Fixed price, two to three weeks.
Build$36,000 to $144,000Typical range, confirmed after discovery.
Run, if neededFrom $2,250 a monthPlatform licences are billed by the vendor.

Scope assumptions. The lower end is one user type with forms and status pages. The upper end is several user types, identity verification and two way integration with case systems.

05  How we deliver

One consistent approach, set for this work

1

Discover

Two to three weeks

User types, journeys, data, identity requirements and the systems the portal must reach.

2

Build

Two to four months

Portal and integrations built in a mirror environment, tested by your Admin team and a sample of real users.

3

Release

One to two weeks

Security and permission checks, accessibility results, release record approved, launch.

4

Run

As agreed

A handover to your team, a fixed transition period of close support, or a monthly service for content changes and new forms.

06  What we need from you

  • A service owner for the portal
  • The current forms, letters and rules applicants follow
  • Access to the systems of record, or a test copy
  • A small group of real users willing to test

07  Start

Discuss your project

Tell us what needs to change and when. If the work fits, we propose a fixed price discovery.

Explore what else we deliverDelivery capacity