Middle Eastern Government Agency Expands Digital Public Services with HCL Volt MX
What we achieved
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Seamless UX:
Faster access for 2.3 M residents
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Future-Proofed:
Scalable & Secure
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220
Digitized Services Enabled
To who
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Industry Government
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Products: HCL Volt MX
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Region MEA
Overview
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Part 1
Challenge
After eight years of usage, the agency sought to modernize its app by improving UX, simplifying processes, and expanding services while maintaining stability and security.
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Part 2
Solution
HCL Volt MX was chosen to revamp the app with an intuitive UI, expanded services, improved profile management, and integrated secure payment options to enhance functionality.
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Part 3
Results
The agency saw increased user engagement and satisfaction ensuring agile, future-proofed digital services with HCL Volt MX, seamlessly evolving UX and backend capabilities without disruption.
The Challenge
In December 2024, a leading Middle Eastern Government Agency launched the latest version of its widely used public service application. The application already served 2.3 million residents, providing over 220 digitized services, including visa and Immigration travel, issuing government certifications, and reporting incidents, to name a few.
The latest enhancements streamlined the user experience (UX), expanded service offerings, and improved application performance using our latest HCL Volt MX platform. This further reinforced the agency’s commitment to digital transformation and citizen-centric service delivery.
The Ministry of Interior, responsible for ensuring the security and safety of residents, border protection, coastal security, and oversight of other government departments, has leveraged the HCL Volt MX platform to digitize government services. This is achieved through a single, secure, stable, and scalable native mobile app.
Despite the existing app's success and over eight years of usage, the agency identified opportunities to refine the UX, simplify processes, and introduce new services to meet rising user expectations. By utilizing the latest HCL Volt MX version, they could enhance both front-end and back-end capabilities incrementally without disrupting existing functionality.
The Solution
Collaborating with the agency, the HCL Volt MX team embarked on a comprehensive overhaul of the application. The key enhancements included:
Refined user experience
- Available in Google and Apple app stores, the app now features a more intuitive user interface, simplifying navigation and reducing the number of steps required to access services.
Expanded service portfolio: New offerings tailored to citizens, residents, and visitors including:
- Security services: Access to expanded services for security departments.
- GCC services: Enabling regional nationals to renew ID cards and request replacements for damaged or lost cards.
- Personal and family authorization: Allowing individuals to delegate permission to others for performing specific services on their behalf, with customizable time limits.
- Profile management: A more structured digital wallet for easy access to personal information.
- Certificates and inquiries: Enhanced access to travel history, visa details, sponsorship records and other official documentation.
Enhanced payment options
- Integration of new payment methods, including Apple Pay and payment gateways provides a more flexible and secure way to complete transactions.
The Results
The government agency has reported increased user engagement and satisfaction, demonstrating how HCL Volt MX supports ongoing service evolution without disruption. By continuously refining both UX and backend services, the agency ensures that its digital infrastructure remains agile, future-proofed, and aligned with evolving needs.
This project exemplifies our dedication to empowering governmental bodies through scalable, innovative digital solutions that enhance public service delivery and bridge the digital divide.
About the company
This leading government agency is responsible for national security, public safety, border protection, and digital service innovation. Committed to modernization, it leverages advanced technology to enhance service accessibility, efficiency, and security for citizens, residents, and visitors. Through continuous digital transformation, the agency ensures seamless, secure, and user-friendly government interactions.
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