René Studio
Government & public sector

Citizen journeys cross departments. The map should too.

Licences, permits and citizen services run through several authorities and one frustrated person. René maps the journey end to end, across the organisational boundaries the citizen does not see.

Start free
By industry · GovernmentReplay
NoticeDocumentsApprovalsPaymentIssued
Approvals
Cross-entity journeys

Multiple authorities in one model, with handoffs as first-class stages.

end-to-end time 19d → 13d
end-to-end time 19d → 13d · resubmission rate −13 pts · calls per application −34%
The problem

Every department reports good service. The citizen waits eleven days.

Each authority measures the part it owns and meets its target. Nobody owns the handoffs between them, which is exactly where the waiting, the resubmission and the phone calls happen.

  • Service targets met per entity while the end-to-end journey fails
  • Resubmission rates invisible because each authority sees one attempt
  • Satisfaction surveyed per transaction, never per journey
“Three departments, four visits, eleven days. Each one told me they had done their part on time.”
Citizen interview, licence renewal · cross-entity journey
The operational fact

Every authority in a multi-entity journey can meet its internal service target while the end-to-end journey fails, because no entity owns the handoffs between them.

What changes, measured*

End-to-end time19d → 13dhandoff waits made visible and owned
Resubmission rate−13 pts34% → 21% once requirements are stated once
Calls per application−34%a committed date replaces under review
Journey Index+761 → 68 end to end, not per entity

* Based on heuristics. These figures are modelled from the René method and observed sector patterns, not reported client results. Your own numbers replace them once a journey is measured.

What it costs to leave alone

The case for acting now
01Charter targets met, service failingPer-entity compliance and citizen experience diverge, and only the first is reported upward.
02Resubmission invisible by designWhen each authority sees one attempt, the citizen making a fourth attempt does not appear in anyone's numbers.
03Avoidable contact at public costCalls generated by an unclear step are funded by the same budget that could have fixed the step.

How René handles it

4 capabilities
01
Cross-entity journeysMultiple authorities in one model, with handoffs as first-class stages.
02
Service charter viewCommitted targets against measured reality, per stage.
03
Accessibility lensEffort modelled for low-literacy, elderly and non-native-language users.
04
National residencyHosted in-country where required, with full audit logging.

11 journey templates, ready to map

Cross-entity citizen journeys with handoffs modelled as first-class stages
Trade licence renewalSpans 3+ authorities
6 stagesEnd-to-end days · resubmission · calls per application
New business licenceMulti-entity
9 stagesCompletion · approval latency
Building permit approvalInspection dependent
8 stagesCycle time · rework rate
Residency & visa renewalDeadline driven
7 stagesCompletion · document rejection rate
Citizen enquiry & complaintCharter reported
5 stagesResolution time · escalation rate
Inspection scheduling
5 stagesReschedule rate · no-show
Benefit or subsidy applicationAccessibility critical
8 stagesCompletion · accessibility effort score

Service measurement

TodayWith René
Per-entity targetsEnd-to-end journey index
Handoffs owned by nobodyHandoffs are stages with owners
Transaction surveysJourney measurement
Government

Questions we get asked

Yes, with role-based access so each entity sees its own stages and the shared journey without exposing internal data.

Keep reading
By use caseLaunch a new serviceDesign the journey before you build the service.By use caseCut cost-to-serveRemove the contact instead of handling it faster.ProductSecurity & SovereigntyYour data stays yours, in the region you choose.

Make one journey measurable this week.

Start with the journey that costs you the most. Free plan, one journey, all four views — no card, no call.

Start freeSee pricing

Or talk to the Renascence team about an enterprise evaluation.