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Transforming citizen experience for trust and efficiency
Digital public infrastructure (DPI) is the backbone of modern society, enabling interoperability, secure data exchange and digital identity at scale. But technology alone does not build trust. Success depends on governance, regulation and design choices that respect sovereignty and strengthen resilience. In the age of AI, transparency and accountability must be embedded into DPI to ensure that intelligent digital systems operate in ways society can understand and verify.
Nortal brings decades of experience designing and implementing DPI for digital nations across Europe, the Gulf and North America. Our solutions power some of the world's most advanced digital economies, from policy and regulation to full-scale implementation.
The Nordic and Baltic regions set the global standard for secure digital identity and electronic signatures. In Estonia, a trusted ecosystem built on two-factor authentication and digital signing has become a model for governments worldwide. For more than two decades, we have helped design and expand this ecosystem, from chip-based ID cards and Mobile-ID to the Smart-ID application. Our experience covers the full lifecycle of digital identity, from infrastructure and trust services to authentication and policy development.
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Nortal delivered the Personal Government vision in Estonia, a vision for the next-generation government developed in collaboration with experts from the Estonian government and Tartu University. This vision has since been recognized and cited by the OECD as a milestone-setting innovation in government digitalization and public sector innovation. The vision was accompanied by a proof of concept (PoC) and demonstration of next-generation digital government services, 'Government in your pocket’, which sets the standard for future public services.
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With 100% of state services digital in Estonia, the Eesti.ee state services gateway serves as the key channel for people to communicate with the state and access state services. As the number of government authorities, rules and digital services grew, the need to simplify the citizen experience became clear. This was achieved by reorganizing services around life events, such as 'Getting Married,' which consolidates various services (e.g., issuing new documents) into a citizen-centric model.
Hamburg is redefining digital government with a proactive, citizen-first approach. It has transformed how parents access key services by combining parental benefits, child benefits and childcare vouchers into one seamless app. This approach removes red tape, speeds up service delivery and ensures parents get the support they need when they need it. Beyond convenience, the app serves as a testing ground for innovative design and architecture in public services, demonstrating how proactive, user-centered digital solutions can make government more efficient, responsive and accessible.
Guided by His Majesty’s vision, Oman set out to build a unified government platform offering citizens and businesses a seamless, user-centric digital experience. The Government Unified Platform (GUP) was envisioned as a single point of access to all government services, improving accessibility and operational efficiency. GUP is positioning Oman as a global leader in digital government transformation, setting new benchmarks for efficiency, accessibility and user satisfaction.
