Case study · Government
Citizen-facing benefits platform for a state government
Granite Public Services
- Industry
- Government
- Client
- Granite Public Services
- Stack
- Next.js, Go, PostgreSQL, Auth0, AWS GovCloud
Challenge
What we were solving.
Granite State's legacy benefits portal served 1.4M residents but had a 23% application abandonment rate and a 14-day median processing time. The platform was also inaccessible to residents using screen readers, generating ADA complaints.
Solution
What we built.
We designed and built a new citizen-facing benefits platform with WCAG 2.2 AA accessibility baked in, plain-language forms, and a state-of-the-art identity verification flow that meets NIST 800-63 IAL2.
The platform launched in 8 months and is now used by 89% of applicants, with a 31 NPS.
Results
What changed.
Application abandonment dropped from 23% to 6%
Median processing time reduced from 14 days to 3 days
WCAG 2.2 AA accessibility validated by a third-party audit
NPS of 31 from applicants — best in the state's digital portfolio
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