Resolving Confusing User Experience and Onboarding Issues for NEA E-Services

Streamlining and simplify hundreds of services offered by NEA

The National Environment Agency (NEA) is colloquially known as the “Nearly Everything Agency” for good reasons. It is responsible for all kinds of things, from public cleanliness to radiation protection, and offers hundreds of services to citizens and businesses.


Over time, the NEA built and accumulated a number of customised systems to digitise these varied services. Each of these services were developed independently and has their own login, appointment management and billing functions.


This resulted in:

  • A confusing experience for customers (as they need to jump through multiple systems to access the e-services)
  • Expensive and difficult onboarding of eservices (as each e-services need to develop their own common functions)




One-Stop Portal for all NEA E-services

Recognising that the disconnection between the systems was a pain for the agency and the end-users. Naturally, our solution was to drive integration.

To do that, we developed the NEA ePortal, a digital shopfront that could house all of its applications in one place. This allows the public users to consume all the eservices in one centralised application. No more repeated logins and confusing navigation to different urls.


Fast Onboarding of E-Services

The portal sits on a microservice based architecture that was designed to enable the creation of common and reusable services like payments, appointments, and documents exchange. Together with a form builder and workflow engine, it allowed for easy fast and easy onboarding of e-services.




More Convenient and Consolidated Services for the Users

Sustainable and agile portal for easy maintaince and enhancement that only gets better overtime

The ePortal has transformed how customers interact with the agency and how e-services are maintained and managed.


Various conveniences can now be offered to the customer because of the consolidation of services. It allows them to pay for a basket of items, from application fees, to licence fees, and even fines, in one transaction because e-payment becomes a common function.


Due to the way it was designed, the portal can begin to grow in a sustainable fashion. Its architecture and reusable modules make it possible for new services to be created and refined in an agile way, leading to an experience that only gets better over time.