A 60-day modernization path for a legacy government eService.

A provincial driver and vehicle licensing eService was failing users on deprecated technology, and leadership needed a defensible decision on what to do next. In 60 days,Charter delivered two actionable roadmaps and a step-by-step plan to replace the legacy platform, giving decision-makers a funded, lower-risk path forward rather than a costly guess.

At a glance
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• 60-day assessment, decision to plan
• 2 actionable roadmaps delivered
• SMART KPIs established for online adoption, support call volume, and user satisfaction
• Assessed within the broader eServices ecosystem, not in isolation

Business challenge

‍A government driver and vehicle licensing eService suffered from poor user experience across authentication, workflow, and payment, compounded by deprecated technology that limited adaptability and maintainability. Feedback from internal teams and the public pointed to the same need: a comprehensive assessment to guide modernization and reintegration within the broader eServices ecosystem.

What Charter delivered

‍Charter delivered a combined Business Architecture and Solution Discovery engagement to assess the eService within the broader eServices ecosystem. Through workshops,interviews, and design-thinking sessions, Charter applied its TOGAF framework and alocalized Capability Maturity Model to evaluate business objectives, user experience,and technical architecture. The engagement produced a set of enterprise andprogram-level artifacts, two actionable roadmaps, and a clear, step-by-step path toreplace the legacy platform and support long-term modernization.

Outcomes

‍The engagement turned an uncertain, high-stakes decision into a plan leadership could fund and defend.
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• A decision leadership can stand behind. Two roadmaps, backed by enterprise and program-level artifacts, replaced opinion with a clear, evidence-based path to modernize.
• A large investment de-risked. By assessing the eService against the full eServices ecosystem before any rebuild, Charter reduced the risk of spending a modernization budget on the wrong architecture.
• Success made measurable up front. SMART KPIs for online adoption, support call volume, and user satisfaction give the program a scoreboard from day one.
• A path, not just a diagnosis. The output is a step-by-step replacement plan with sequencing, so the team can move into execution.

Capabilities engaged
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• Consulting & Business Architecture: Business Architecture and Solution Discovery, TOGAF, and a localized Capability Maturity Model. Transformation Roadmapping, Design-Thinking, Risk & KPI Definition.

This engagement sits at the strategy end of the arc. The same partner can carry the roadmap into delivery through Project Services and Application Innovation, so the plan does not change hands to execute.

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FAQ

How long does a modernization assessment take?

‍Charter delivered a full assessment and two roadmaps for a government eService in 60days, using a Business Architecture and Solution Discovery approach.

What do you get from a modernization assessment?

‍A defensible decision. On this engagement: enterprise and program-level artifacts, two actionable roadmaps, a step-by-step replacement plan, and SMART KPIs to measure the program going forward.