The challenge
What the client was up against.
Citizens experienced long waits and opaque status across a paper-and-mainframe benefits system.
The BNS response
What we built, and how.
BNS delivered a case-management modernisation and citizen portal with full WCAG 2.2 AA compliance.
Delivery timeline
How the program ran.
- Phase 01
Discovery
Service-design field work with caseworkers and citizens.
- Phase 02
Build
Incremental decomposition behind a legacy adapter.
- Phase 03
Rollout
County-by-county rollout with caseworker coaching.