More than 400 public services brought together in a single portal.
Project context
Overview of the initiative: institutional context and organization profile before the numbers and challenges of the project.
One portal for all of the DF's public services.
Federal District residents had to navigate different channels and systems to access health, education, mobility, social assistance and urban maintenance services, with each agency having its own entry point.
In partnership with Central IT, the DF Government brought it all together in the Citizen Portal: more than 400 services from dozens of agencies in a single address, with 24-hour service via web, WhatsApp, Telegram and voice.
About the DF Citizen Portal
Institutional data aligned with the scope of the implemented solution.
Location
Citizen Relationship Center, Federal District Government, Brazil
Segment
Digital government and citizen service
Strategic priorities
- Unified public services
- 24-hour multichannel service
- Transparency and tracking
Solution focus
- Single portal for GDF agencies
- Web, WhatsApp, Telegram and voice
- Ombudsman's Office and request tracking
Results in numbers
400+
Services
from across GDF, brought together in a single portal.
24h
Multichannel
web, WhatsApp, Telegram and voice, any time.
3.1 mi+
Service interactions
recorded at the DF Relationship Center.
0
Service areas
from health to urban maintenance, integrated in the portal.
Strategic points
Challenges
DF public services were spread across multiple systems and channels, each agency with its own entry point. Citizens had to know who to contact and often had to travel or call during business hours to resolve simple requests.
This fragmentation made access harder, created rework between agencies, and reduced visibility into the status of requests, both for citizens and for managers.
Solution
Central IT deployed the Citizen Portal on the CITSmart platform, bringing together more than 400 services from areas such as health, education, mobility, social assistance, housing, public safety, revenue and taxes, and urban maintenance in a single address.
Service became multichannel and available 24 hours a day, via web, GDF's official WhatsApp, Telegram and voice, with an integrated Ombudsman's Office, tracking of each request by a unique protocol number, and statistics dashboards for managers. ADM 24h, for regional administration, is one of the modules that live inside the portal.
Measurable delivery
Results and impact on the public sector
What changes for DF residents when all public services live in a single portal, available any time.
Results
24-hour service via web, WhatsApp, Telegram and voice.
Millions of service interactions recorded at the DF Relationship Center.
Integrated Ombudsman's Office, with request tracking by a unique protocol number.
Statistics dashboards and satisfaction index for public management.
Modules by area, such as ADM 24h for regional administration, in the same environment.
Impact
The Citizen Portal reorganized the DF's relationship with its population: from scattered, reactive services to a single digital, multichannel environment available 24 hours a day. An example of how technology brings government and citizens closer, with transparency from start to finish.
Because that's our business: empowering people. Impacting organizations.
The case on video
See the GDF Citizen Portal in practice.
Talk to a Central IT specialist
See how cases like the DF Citizen Portal's translate into unified, multichannel digital government. Our team helps design the path, from diagnosis to operation.