Applications abandoned at document upload
Unclear document requirements can end an application citizens genuinely need to complete.
For Government & Public SectorEvery abandoned application means a citizen who didn't receive the service they needed.
Every abandoned application means a citizen who didn't receive the service they needed.
DeepSync helps you fix it.
Whether citizens are applying for passports, licenses, permits, tax services, or social welfare benefits, government services should be accessible — not frustrating. DeepSync helps public sector organizations understand where citizens struggle and build digital services people can actually complete.
Citizen service journey analyticsDigital application funnel insightsPrivacy-first session recordingUnder 5 min setup
The challenge
Citizens don't compare your service with another government portal. They compare it with every digital experience they use.
People expect government services to work as smoothly as online banking. Instead, many applications involve identity verification, document uploads, multiple departments, long forms, and payment.
Verification that fails silently
An OTP or camera issue can block legitimate users with no explanation.
Seniors who struggle with digital services
Small controls and CAPTCHAs can quietly exclude older citizens.
Avoidable calls to support centers
A hidden status page can generate thousands of 'where is my application' calls.
The solution
How public sector teams use DeepSync
DeepSync helps government agencies identify friction before it affects service delivery and citizen satisfaction.
Digital Service Applications
Increase completion without making forms shorter
Replay application sessions to understand where citizens struggle while applying for licenses, certificates, permits, benefits, or registrations.
- Track service search → application → document upload → payment → submission
- Replay abandoned applications
- Compare mobile and desktop experiences
Identity Verification
Build trust without creating friction
Analyze how citizens complete OTP verification, digital identity checks, document verification, and authentication. Identify where legitimate users struggle while maintaining secure processes.
- See where identity verification fails
- Identify device-specific OTP or upload issues
- Improve verification without weakening security
Appointments & Citizen Services
Reduce missed appointments and support requests
Understand how citizens book appointments, reschedule visits, track application status, and access government services online. Improve digital self-service while reducing pressure on physical offices.
- See where appointment booking fails
- Identify where citizens can't find application status
- Reduce call-center and office load
AI-Powered Insights
Find the biggest citizen experience problems automatically
AI summarizes thousands of citizen journeys into actionable insights for digital service teams, so you can prioritize the improvements with the greatest impact.
- Ask why passport applications drop after document upload
- Identify which service has the highest mobile abandonment
- Prioritize fixes across departments
On the ground
What this looks like in a real week.
Government & Public Sector scenarios DeepSync teams run into — and how each one gets fixed.
01
Citizens never finish the application
A state government launches a fully digital business registration portal. Application starts increase significantly, but completions remain low. Session replay reveals applicants repeatedly abandoning because mandatory supporting documents aren't explained until the final submission step.
The portal introduces a document checklist before the application begins; completion rates increase 21%.
02
Document uploads create frustration
A public benefits portal receives thousands of incomplete applications every week. Replay sessions reveal citizens attempting to upload photos directly from smartphones, but files exceed the allowed size without any clear explanation.
The portal adds automatic image compression and real-time validation; successful submissions increase while support requests decline.
03
AI finds a mobile verification issue
A national citizen services portal notices identity verification failures rising after a mobile update. DeepSync AI identifies that OTP fields stop accepting pasted codes on certain Android devices.
Engineering releases a fix within hours; application completion immediately recovers.
04
Appointment booking quietly fails
A transport department launches online driving licence appointments. Journey analysis reveals citizens repeatedly selecting appointment slots that become unavailable during checkout because availability isn't updated in real time.
The booking system is redesigned with live slot synchronization; appointment completion improves significantly.
05
Seniors struggle with digital services
An online pension portal sees significantly lower completion among older citizens. Replay sessions show users repeatedly zooming into forms, struggling with CAPTCHA verification, and missing navigation buttons.
The portal introduces accessibility improvements including larger controls and simplified navigation; digital adoption among senior citizens increases.
06
Status tracking generates thousands of calls
Citizens repeatedly contact call centers asking for application updates. Heatmaps reveal users cannot easily find the application status page after logging in.
The dashboard is redesigned to display application progress immediately after login; call center volume decreases substantially.
07
Businesses abandon permit renewals
A municipal portal allows businesses to renew operating permits online. Replay sessions reveal owners repeatedly switching between departments because fee payment and document verification happen on separate websites.
The renewal process is unified into a single workflow; renewal completion improves while processing time falls.
08
Support finally sees the real problem
Support teams receive hundreds of complaints about 'system errors.' Session replay reveals users repeatedly clicking the Submit button because the application is processing in the background without any progress indicator.
A loading state and confirmation screen are introduced; duplicate submissions and support tickets drop dramatically.
Built for this
Every feature, tied to a real workflow.
Session Recordings
Replay complete citizen journeys from service discovery and application submission to appointment booking and status tracking.
See the featureHeatmaps
Understand how citizens interact with forms, service pages, document requirements, payment steps, and dashboards.
See the featureAI Insights
Automatically identify recurring friction across government services and prioritize improvements with the greatest citizen impact.
See the featureConversion Funnels
Track service discovery through identity verification, document upload, payment, and submission, and know exactly where citizens abandon.
See the featureRage Click Detection
Detect broken forms, failed uploads, and appointment booking issues before they affect thousands of citizens.
See the featureUser Journeys
Understand how citizens navigate multiple government services across several visits before completing an application.
See the featureWhat leadership tracks
KPIs this team already reports on.
Application completion rate
Share of started applications that reach submission.
Digital service adoption
Share of citizens using online services instead of physical offices.
Identity verification success rate
Share of verification attempts that succeed.
Appointment booking completion
Share of started appointment bookings that complete.
Citizen self-service rate
Share of requests resolved online instead of via call centers.
Mobile completion rate
Application completion rate on mobile devices.
Who uses it
One tool, every team, different questions.
Digital Transformation
Improve online citizen services using real behavioral insights instead of assumptions.
Product
Optimize application forms, portals, appointment systems, and self-service experiences.
Engineering
Replay production issues exactly as citizens experienced them to resolve bugs faster.
Operations
Identify bottlenecks affecting service delivery, application processing, and citizen support.
Citizen Support
Understand why citizens contact support and resolve issues using session replay instead of lengthy explanations.
Accessibility & Compliance
Ensure government services remain accessible while protecting sensitive citizen information through configurable masking.
Leadership
Receive AI-powered summaries highlighting digital adoption, service bottlenecks, and opportunities to improve citizen experience.
Fits your stack
Works with the tools you already run.
Salesforce Government CloudMicrosoft Dynamics 365ServiceNowAzureAWSOktaSegment
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FAQFrequently asked questions.
Services, Operations & Mission-Driven
