Citizen-facing services without the paper handoff at the back end.
The Digital Services Director — federal USDS / agency digital teams; state digital services teams (CalDDS, NJ OIT, etc.); city / county digital services — is accountable to the 21st Century Integrated Digital Experience Act (IDEA), the Section 508 / WCAG accessibility floor, and the citizen-facing experience metric. Most digital-services efforts deliver a beautiful front-end onto a paper-based back-end. That gap is the user experience.
Talk to a Digital Services solutions engineer · Read the records-management modernisation use case · Read the BPA capability
"We launched a beautiful citizen portal. The back end is still printing forms and routing them by inter-office mail."
"We launched a beautiful citizen portal. The back end is still printing forms and routing them by inter-office mail. The user experience is broken at the moment we say 'submitted'." — Digital Services Director
What TeamSync gives the digital services director.
1. Citizen submissions land in TeamSync as structured documents.
Forms submitted via the agency portal arrive as TeamSync structured documents with metadata typed at the field level. Metadata Extraction, OCR & ICR handles the paper / PDF / scan-fallback path with the same target schema.
2. Caseworker workflow runs as Business Process Automation.
Business Process Automation routes submissions to the right caseworker queue; SLA timers visible; escalations automated; supervisor visibility on the queue. The "where is my application" question gets a real answer.
3. Decision letters generated from Document Templates.
Approval / denial / requests-for-information letters generated from Document Templates with case-specific content, in plain language, and Section 508-accessible. Letters delivered through the channel the citizen chose.
4. Permissions-aware service across the citizen file.
The full citizen file (across agency programmes the citizen has interacted with — within authorised scope) is queryable by the caseworker via permissions-aware search. Re-asking the citizen for what the agency already has stops.
5. Audit ledger anchors every citizen interaction.
Submission, routing, decision, letter, appeal — anchored in the Merkle audit ledger. When the citizen escalates, when the IG audits, when the legislature asks — answers come from cryptographic record.
What changes for the digital services director.
| Concern | What changes |
|---|---|
| Citizen-facing experience consistency | End-to-end, not portal-deep |
| Caseworker time per case | Materially reduced via routing + extraction |
| Re-asking citizens for known data | Stops |
| Application-status transparency | Real-time |
| Section 508 / plain-language compliance on outputs | Built into templates |
Compliance frameworks served.
| Framework | Coverage |
|---|---|
| 21st Century IDEA Act | Digital, accessible federal services |
| Section 508 / WCAG 2.2 AA | Accessibility floor |
| Plain Writing Act of 2010 | Plain-language public communications |
| NIST 800-63 Digital Identity | Authentication assurance for service-fronts |
| State e-government statutes | Per state |
| FedRAMP High, SOC 2, ISO 27001 | Cross-vertical |
How TeamSync compares for citizen-services back-end.
| Capability | TeamSync | Salesforce Public Sector | ServiceNow Public Sector | Granicus | Tyler Cloud |
|---|---|---|---|---|---|
| Structured citizen-document intake | ✅ | Salesforce Forms | ServiceNow Forms | Granicus | Tyler |
| Forms-and-records-as-one-platform | ✅ | Limited | Limited | Limited | Tyler |
| Caseworker workflow with SLAs | ✅ BPA | ✅ | ✅ | Limited | Tyler |
| Decision-letter templates Section 508-ready | ✅ | Templates | Templates | Granicus | Tyler |
| Cryptographic audit on citizen interaction | ✅ Merkle | Standard log | Standard log | Standard log | Standard log |
Important: TeamSync coexists with Salesforce Public Sector / ServiceNow / Tyler / Granicus — they are CRM / case-management / engagement platforms. TeamSync is the document-of-record + decision-content + audit-anchor layer that makes those investments produce records-defensible decisions.
CTAs.
| If you are… | Do this |
|---|---|
| Digital Services Director | Talk to a solutions engineer |
| Customer Experience Officer | Read the records-management modernisation use case |
| Agency CIO | Read the agency CIO page |
| Records Officer | Read the records officer page |
Related capabilities
- Business Process Automation, Metadata Extraction, OCR & ICR, Document Templates, Intelligent Repository, Tamper-evident audit ledger