Problem
Citizens and members of institutions often repeat the same information to several offices, and each office runs its own system. Replacing every system at once is rarely realistic.
Principles
- Integrate, don't replace. Connect to existing applications through APIs and adapters.
- Once-only. Collect a piece of information once and reuse it with consent.
- Explicit consent and audit. Every data exchange is permitted, logged and reviewable.
- Start small. One geography, one anchor service, one measurable outcome, one accountable sponsor.
Building blocks
| Block | Role |
|---|---|
| Identity and consent | Who the person is, and what they have agreed to share |
| Exchange layer | Secure, logged data exchange between existing systems |
| Case management | One view of a request as it moves between offices |
| Service catalogue | What services exist, their rules and timelines |
| Analytics | Measured service times and bottlenecks, published where appropriate |
| AI assistance | Drafting, triage and routing — with people deciding |
Delivery approach
Research first: understand the real workflow, the people involved and the evidence gaps. Then a modest first phase with measurable outcomes before any wider rollout.
Status
A reference design for discussion. It does not describe any approved or contracted government system.