In the latest episode of the Digital Transformation Podcast (DTP), we continued our conversation with  our Lead Solutions Engineer, Mohamed Arushad (Attu). 

In our conversation, he gave us a dive deeper into how government agencies track the service delivery process and oversee their entire workflow oneGov Workplace. From following the progress of individual services to overseeing the status of workflow of the entire agency, Attu gives us a closer look at how everything comes together.

This article takes a closer look at two of the platform’s core tools, Service Inbox and Workflow Admin, and how they help agencies streamline operations, improve coordination, and deliver better outcomes for citizens.

For more indepth information about the topic, you can watch this episode of the Digital Transformation Podcast here.

Tracking the Journey of Every Application with Service Inbox

The Service Inbox helps agencies and applicants alike by presenting the complete story of a service application, from the moment it is submitted until its conclusion. It provides transparency at every stage, ensuring that both staff and citizens have a clear view of the current status and next steps.

Clear Stages of Service Processing

During the service study phase, the Solutions Team identified the key stages common to most public services, Application, Verification, Evaluation, Inspection, Approval, Payment (if required), and Completion. By aligning applications with these stages, the Service Inbox makes it easier for staff to manage workflows and for applicants to understand exactly where their request stands.

Improving Accuracy with Detailed Records

Each service record is comprehensive, containing applicant details, representative information, submission ID, submission date, and current status. For staff, this consolidation of information reduces back-and-forth searches across systems and ensures decisions can be made quickly and with confidence.

Activities, Required Actions, and Better Communication

The Activities tab records everything done on the application, from documents uploaded and messages exchanged to assignments, comments, and flagged issues. Meanwhile, the Required Actions tab shows applicants what they still need to complete, keeping the process transparent and preventing unnecessary delays.

Organised Files, Payments, and Archival

By consolidating uploaded documents under the Files tab and listing all required or completed payments under the Payments tab, Service Inbox saves staff time while keeping records accurate. For long-term tracking, agencies can also generate PDFs of applications for archiving, ensuring accountability well beyond completion.

Powerful Search and Filtering

The search and filtering tools enable staff to quickly locate applications by service name, applicant ID, or reference number, even when managing a high volume of requests. This function is particularly valuable for large agencies processing hundreds of applications daily.

Overseeing Service Delivery with Workflow Admin

If the Service Inbox tells the story of a single service application, the Workflow Admin provides the big picture. Acting as the control tower for an agency, it allows supervisors to track all work in progress, ensuring nothing falls through the cracks.

A Bird’s Eye View for Supervisors

While staff see only the tasks relevant to their roles, Team Admins, defined in the Entity Manager, can use Workflow Admin to oversee all applications. This wider perspective allows them to identify bottlenecks, track progress, and ensure deadlines are being met across the board.

Detailed Monitoring of Each Service

Workflow Admin offers in-depth insight when a reference number is entered. Supervisors can see the messages exchanged, the steps completed, tasks still pending, and all files linked to the application. This ensures managers can intervene early if an application is delayed and provide clear guidance to staff on what to do next.

Communication, Verification, and Accountability

The platform captures communication within the agency as well as messages to applicants, offering a complete history of interactions. Internal checklists, created in Task Inbox, are stored as PDFs, showing which steps were completed and by whom. This record makes the process traceable and strengthens accountability across the team.

Managing Roles, Members, and Workflows

The Roles and Members section gives supervisors a clear overview of the department, showing which staff hold which roles. Meanwhile, the Workflow tab displays the entire process as a visual flowchart – highlighting steps completed in green and showing whether the application was successful, cancelled, or sent back to the applicant for more information. This structured visibility keeps services on track and ensures fairness in handling all applications.

The Service Inbox and Workflow Admin of oneGov Workplace are more than operational features – they are enablers of efficient, transparent, and accountable governance. By helping staff focus on what matters, providing supervisors with the visibility they need, and keeping citizens informed throughout the process, these tools are reshaping how public services are delivered.

As more government entities adopt these apps, they are building a future where services are processed faster, communication is clearer, and the entire system works with greater fairness and consistency for the people it serves.