E-Government Gateway
Rebuilding Lithuania's national public services portal and shaping its first mobile app.
Challenge
The legacy system was built nearly 20 years ago and no longer met modern user needs — slow performance, an outdated technical foundation, and a user experience that hadn't evolved alongside the scale and complexity of services the portal had grown to host. The platform urgently needed a full modernization: not a surface-level redesign, but a rebuild from the ground up, re-architected for resilience — so that if one part of the system were to fail, the rest could continue operating without disrupting citizens' access to essential public services.
Outcome
Rebuilt from the ground up for resilience and longevity, the new platform now operates at national scale — 4,758 active users, 28,131 daily logins, 23.5M logins this year, and 3,700 published services across dozens of government institutions. Two parallel discovery paths (life events + service categories), faceted search, and tabbed service pages replaced the outdated interface, while a new personalization layer lets citizens subscribe to notifications tied to their own life events.
Context
Elektroniniai valdžios vartai (epaslaugos.lt) is Lithuania's central portal for administrative and public e-services, connecting citizens and businesses to government agencies (managed by VSSA — the State Digital Solutions Agency). The platform hosts thousands of services across dozens of institutions, serving a broad range of users — from young parents declaring a birth to businesses applying for regulatory permits.
Design principles
- Life-event-first navigation — organizing services around real user situations rather than institutional silos
- Dual entry points — parallel access via life events and traditional service categories
- Structured, filterable search — faceted filters and clear service tagging to cut through hundreds of listings
- Transparent service detail pages — tabbed structure separating description, process, documents, and cost
- Granular personalization — notification/reminder settings scoped to specific life events
- Trust and accessibility — consistent EU/ISO trust badges, accessibility toggle, and LT/EN language support
Walkthrough
Homepage
Reframes the portal's entry point around user intent rather than institutional structure, surfacing life events, service categories, and platform activity in a single, orientating view.
Life Events
Recasts navigation around real-world situations — raising a child, retiring, starting a business — so users can find what they need without first knowing which agency owns it.
User Settings
Notification and reminder preferences tied to individual life events, giving users control over what reaches them and when — rather than a single blanket subscription.