Government Agency Outcome
The Right Service Design Turns
Drop-off Into Completed Transactions.
BinaryWorks rebuilds the navigation, forms, and integrations behind agency services. More residents finish online, and fewer transactions need a staff member to touch them at all.
Sound Familiar
Digital Adoption Went Up.
Cost Per Transaction Did Not.
Digital services leads and agency CIOs describe these to us with numbers attached. The symptoms differ by agency. The cause almost never does, and it is rarely the residents.
“Residents call us because they cannot find the service page. It is three clicks deep.”
“People start the application just to find out which documents it wants. Then most of them stop.”
“Two thousand residents start the application every month. Around six hundred of them ever finish it.”
“The form is a PDF. They print it, sign it, scan it, and email it back.”
“Every renewal deadline the site slows to a crawl, and the call center absorbs the rest.”
“Most of our call volume is people asking where their application stands right now.”
What Is Actually Broken
Why Digital Services Launch and
Call Volume Never Drops
Six gaps, and every one of them was a decision somebody made during a build. That is what makes them fixable now.
01 · Navigation Built Around the Org Chart
Why it happens: Sites are organized by department because that is how the agency is organized. Residents do not know which department handles a permit, a license, or an appeal, so they search, fail, and pick up the phone.
The result: The service exists online, and it still costs you a phone call, because nobody could find it.
02 · Nobody Can Find Out What They Need
Why it happens: Eligibility rules, required documents, and fee schedules are written as policy text or buried in PDFs. Residents open the application to find out what it asks for, discover they are missing a document, and close the tab.
The result: Much of your abandonment happens in the first two screens, before anyone enters real data.
03 · Applications Abandoned Halfway Through
Why it happens: The digital form was built as a copy of the paper form, so it asks everything at once. There is no save-and-return, no progress indicator, and nothing measuring where people stop.
The result: You count submissions and never count the residents who gave up somewhere before submitting.
04 · Digital Front End, Paper Back End
Why it happens: Integration to the system of record was scoped out of the original project, so the form submits to a shared inbox. Staff download the attachment, re-key the data, and file it by hand.
The result: Transaction volume moves online while staff hours per transaction stay exactly where they always were.
05 · Capacity Sized for an Average Day
Why it happens: Hosting was sized from annual average traffic at procurement time. Renewal deadlines, benefit enrollment windows, and emergency declarations produce many times that load, and the environment cannot expand to meet it.
The result: The site slows on the one day of the year it matters, and the call center takes the overflow.
06 · No Way to Check Status Without Calling
Why it happens: The case management system has no public read layer, so nothing outside the agency can see a case. There is no status page, no confirmation number that resolves, and no automatic update when a case moves.
The result: A large share of every inbound call is a question the website could have answered.
Service Delivery Audit
Quantify every abandoned transaction in 48 hours.
Most agencies report submissions, not attempts. The Service Delivery Audit measures where residents stop, what each drop-off costs in staff time, and which fixes return the most hours.
- Drop-off map, every service step
- Staff hours per completed transaction
- Fixes ranked by call volume removed
How We Fix It
Six Capability Areas,
One Delivery Roadmap
Every gap above has a build behind it. A service counts as delivered when a resident finishes it alone, not when it goes live.
Six areas · one sequenced roadmap
/ 01 · Redesign
Navigation rebuilt around what residents are trying to do rather than which department owns it. Service pages get plain-language titles, one clear starting point, and a path that works on a phone.
/ 02 · AI Visibility
Eligibility, required documents, and fees written as plain-language pages with schema. Search results and AI assistants answer the question before the resident opens the form. Residents arrive prepared instead of arriving to find out.
/ 03 · CRO & Growth Marketing
Long forms broken into steps with save-and-return, progress shown, and document requirements listed upfront. Every step is instrumented, so the next round of changes is based on measurement.
/ 04 · Development & Migration
Submissions write directly into the system of record, with validation at entry and no attachment for anyone to re-key. Staff hours per transaction fall because the transaction no longer touches staff.
/ 05 · Maintenance & Security
Infrastructure sized and load-tested for the renewal deadline, not the average Tuesday. Caching, autoscaling, and monitoring are in place before the enrollment window opens rather than during it.
/ 06 · AI Automation
A status page tied to the case system, plus automatic updates at every stage change. The largest single category of inbound calls stops being a call at all.
Practice Lead Session
Bring One Service.
Leave With the Leaks.
Walk our government practice lead through the transaction residents complete most. You leave with the drop-off points named and a build order to close them.
THE BINARYWORKS ADVANTAGE
Why Agency Teams Choose Us
Most vendors ship a redesign and leave. BinaryWorks builds the forms, the integrations, and the status layer that cut call volume.
Building Public Sector
Platforms
CMS Builds
Delivered
Agencies Switch to Us
From Other Vendors
Service Delivery
Audit Turnaround
Hear From Our Customers
Results BinaryWorks Has Engineered for Government Agencies
State Transportation Agency Modernizes Citizen Portal, Boosting Online Permit Completions by 42%
A state transportation agency’s legacy citizen portal created usability issues, accessibility violations, and inefficiencies in managing service content. Upgrading to Drupal 11 was essential for modernization.
County Health Department Boosts AI Search Visibility, Increasing Citizen Service Inquiries by 34%
A county health department’s service pages disappeared from AI search responses, reducing citizen access to public health information and services.
City Administration Cuts Permit Processing Time 54% With AI Automation Across Workflows
A city administration’s staff spent the majority of working hours on permit processing, FOIA request handling, and citizen inquiry responses. These workflows now run through AI agents without human intervention, returning staff to complex citizen cases requiring judgment and discretion.
Your Questions Answered
A single high-volume service, taken end to end, is usually 400 to 900 development hours depending on how many systems the submission has to touch. At our published $50 to $100 per hour, that is the range most agencies budget against. The audit narrows it to a number before you write scope.
Six to ten weeks for a single service on an existing platform. That is two weeks of discovery and content, four to six weeks of build and integration, then accessibility testing and a soft launch. Multi-service programs run in parallel tracks. Migrations add a separate window.
The authorization belongs to the hosting environment, not to a development vendor. We build on Acquia Cloud and AWS environments that carry the relevant authorizations, and we produce the configuration documentation your ATO package needs. If your agency mandates a specific environment, we build into it.
We integrate through whatever the vendor exposes, whether that is a REST API, a SOAP endpoint, or a nightly file drop. We are not a reseller for Accela, Tyler, or anyone else, so we have no reason to steer you toward one. Where no interface exists, we build a middle layer.
BinaryWorks serves US government agencies with development at $75 to $300/hour depending on project scope. Service design and funnel optimization work starts from $1,000/service. Bundle packages across platform, marketing, and AI visibility are available. FTE engagement models are available for agencies needing ongoing dedicated capacity.
You do. Code, design system, content model, and documentation transfer to the agency at the end. We will commit to that in the contract. Work funded by public money should not leave an agency dependent on the vendor that built it.
Machine translation on a government service page is a liability, not a solution. We build language variants as first-class content with their own URLs and their own review workflow. A translated page can then be approved by a human and cited in a Title VI response. Vital documents get priority.
Often, and it usually works better. Your team knows the domain and the internal politics, and we bring the platform depth and the delivery pace. We pair on the first service, document the patterns, and hand the second one to your developers with us reviewing rather than building.
Higher Service Completion Rates Start With One Conversation.
Tell us which service carries the most volume. BinaryWorks measures where residents stop, builds the fix, and shows you the call volume it removes.
