Simplifying Public Access: A Unified Citizen Service Experience

Overview

The regional government authority of Villach launched a new Citizen Services Platform (CSP) to provide residents with a unified digital gateway for accessing government services. Built using Vue.js for the front end, .NET Core for backend services, and Kentico Xperience 13 for content and site management, the platform enables citizens to securely access fees, taxes, notifications, and account statements through a single login.

The initiative focused on improving service efficiency, accessibility, and citizen engagement through a modern, API-driven architecture.

Business Objectives

• Provide residents with a seamless experience to view dues, fees, and account information.

• Enable secure Single Sign-On (SSO) for unified access across services.

• Modernize public-sector digital delivery using contemporary technologies.

• Allow content and service teams to manage announcements and updates via a CMS.

• Improve accessibility, mobile usability, and overall performance.

Key Features & Deliverables

• Single Sign-On (SSO) integration for secure, unified citizen access.

• Front-end built with Vue.js, delivering dynamic dashboards and real-time data.

• Backend services using .NET Core with secure, API-driven integrations.

• Kentico Xperience 13 CMS for managing public content, FAQs, and service pages.

• Responsive, mobile-first design for accessibility across devices.

• Personalized user dashboards displaying charges, statements, and notifications.

• Role-based access control and content personalization post-login.

• Analytics integration to track logins, engagement, and service usage.

Challenges

• Ensuring secure authentication and data privacy across government systems.

• Integrating multiple backend systems into a unified citizen experience.

• Meeting public-sector accessibility, compliance, and usability standards.

• Empowering non-technical teams to publish updates independently.

• Delivering consistent performance and mobile responsiveness.

Solution Approach

• Architected a decoupled platform with Vue.js front end and .NET Core APIs.

• Used Kentico Xperience 13 to manage structured content and service pages.

• Implemented SSO using industry-standard authentication protocols.

• Built reusable Vue.js components for dashboards, statements, and profiles.

• Optimized performance through caching, lazy loading, and CDN usage.

• Established CMS workflows enabling fast publishing of notices and FAQs.

• Embedded analytics for monitoring engagement and service adoption.

Results

• 40% faster citizen service resolution.

• 35% increase in logged-in user sessions.

• 30% reduction in time taken to access statements.

• 20% improvement in mobile engagement metrics.

• 40% faster content publishing cycles for service teams.

Conclusion

The Citizen Services Platform transformed Villach’s digital public services by delivering a secure, unified, and user-centric experience. Built on Vue.js, .NET Core, and Kentico Xperience 13, the solution significantly improved citizen engagement, operational efficiency, and mobile accessibility—setting a strong foundation for future e-government services.