I’m in software design and delivery industry, and these are the first things you need to do..
Goal definition – what service we want to provide
Consumer identification – who are your consumer? What is their literacy level, how well they can understand what you’ll build
End to end sequence diagram for whole service. Complete flow of when consumer starts application for a service (like renewing drivers license) to very end when card is printed and shipped to him. All systems and needed documents to be identified.
Standardized design – as there will be many many services, focus on a standard “cloud like” design, as there are standard interfaces which can be used to develop any kind of service. Like nadra api to fetch consumer data, etc etc .. Carefully define all the endpoints.
Focus on Guided services – guide user step by step of what he needs to do.
Proper feedback – if there is any error during the service request, explain to user what went wrong and how it can be resolved. Very important, as doing this properly will save you from receiving calls in your service center and people visiting your offices.
Proper documentation – again very important. Detailed, clear documentation to user is very VERY important. Both in Urdu and English, so he can fully understand what to do.. Again this will save calls and people visits.
Professional development – in-house developments usually sound cost effective but they might not be enough to provide high quality product and later on support. Doing it cheaply initially might give you a substandard product which would eventually hurt your end goal and you might end up spending more.
User interface testing and improvement – in USA, e gov have complete user interface teams to identify user ease while using a system. It’s like a breeze for user to go through the process without ever needing to contact the service center.. On the other hand, my personal experience with using Pakistani e gov sites (like nadra nicop application etc, is terrible) what should take 20 minutes can take two days.. Improve this or you’ll not have a good product.. User experience is the key. Spend money on it.