A web self-service solution can help to address these issues. However, most agencies will have demanding requirements for the citizen-facing applications that form the basis of such a solution. Given the diversity of the benefits and services that agencies offer – child care, income support, medical cover, and so on – it is important that the solution provided is fully configurable and has a consistent and clear navigation so that citizens can easily find, understand and apply for the services and benefits they need without requiring the help of an agency worker. Ideally, any configuration changes should not require modifications to the source code, as this can be a time consuming process.
IBM Cúram Universal Access (UA) meets these requirements by allowing citizens to interact with an agency over the Internet. UA is a fully-configurable, citizen-facing application that enables agencies to provide a user-friendly and intuitive web self-service solution.