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In briefShow moreShow lessPortal solutions connect user tasks with information and workflows in an organisation’s other systems.
- Portal solutions connect user tasks with information and workflows in an organisation’s other systems.
- The customer case provides a concrete basis for deciding which tasks should be self-service.
- The UK Government Digital Service recommends tracking measures including completion rate and user satisfaction when assessing a digital service.
The story
Portal solutions connect user tasks with information and workflows in an organisation’s other systems. For tenants, this can bring relevant services together behind one shared entry point.
What this means for the work
The customer case provides a concrete basis for deciding which tasks should be self-service. Management must define responsibility for information, access and follow-up, then assess which tasks users complete and how the internal workload changes.
The case therefore treats self-service as an operating model as well as a user interface. Tasks that cannot be completed in the portal still need a clear route to an employee.
A portal brings services together through one digital entrance, but its value depends on which tasks users can actually complete. In 2023 Microsoft described Power Pages as a platform for data-driven websites connected to Dataverse; that explains the technology, not the outcome for an individual organisation.
Forrester’s CRM research has also linked weak results to unclear goals and poor change management. Self-service should therefore be designed around complete user journeys, clear language and workable handover for cases that need a person.
Management should monitor both user experience and operations: completion rates, abandoned journeys, data quality, access control and back-office time. Benefits should be demonstrated before more services move into the portal.
Sources and perspectives
Primary source: GC Rieber Eiendom consolidated access management in a scalable tenant portal
Microsoft: Power Pages capabilities for 2023 release wave 1 (22 March 2023)
Forrester: Poor Change Management Kills CRM Success (3 October 2022)
Practical follow-up
The UK Government Digital Service recommends tracking measures including completion rate and user satisfaction when assessing a digital service. For a tenant portal, practical questions include whether users complete their tasks and how often they need staff assistance.
Government Digital Service: Measuring digital services
Join the discussion
How do you determine whether a new solution actually helps customers? Share the measures you use.
