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India Dev CentreA public-facing government transport authority website providing toll road information, account management, violation resolution, and travel planning tools for millions of daily road users.
Reduced call center volume by 35% as users self-served online.
Project Highlights
Scalable Architecture
Built for growth — Government Website designed to scale
Secure & Compliant
Enterprise-grade security and data protection standards
Measurable ROI
Outdated inaccessible site → High-performance public service platform
United States Delivery
Delivered for a United States-based Transport client
Tech Stack
Last updated:
Industry
Transport
Sector
Transport Infrastructure
Region
United States
Project Type
Government Website
The client is a public transport authority in the United States responsible for operating and managing a network of toll roads. Its website serves a very broad audience, from daily commuters and commercial fleet operators to occasional visitors, many of whom interact with the authority mainly to manage transponder accounts, pay tolls or resolve violation notices.
Because the site is used by millions of road users, it functions as essential public infrastructure. Any outage, confusing journey or inaccessible page translates directly into frustrated citizens, missed payments and calls to the customer service centre. A modern, resilient and inclusive digital service was central to the authority's public service obligations.
This project was delivered under a Non-Disclosure Agreement. The client operates in the Transport sector (Transport Infrastructure) and is based in United States.
The legacy website was outdated and struggled under heavy traffic, particularly around billing cycles and holiday travel peaks. Pages slowed or failed at exactly the moments drivers needed them, and the underlying platform made it difficult to add new self-service capabilities.
Accessibility was a significant gap. Large parts of the site did not meet modern accessibility expectations for public sector websites, creating barriers for people using screen readers, keyboard navigation or assistive technology, and exposing the authority to ADA-related risk.
Self-service was limited. Drivers found it hard to view account details, update transponder information, pay tolls or dispute violations online, and non-English speakers had little support. As a result, routine tasks were funnelled to the call centre, which became overloaded and expensive to run.
Outdated inaccessible site
High-performance public service platform
PapaSiddhi Technologies rebuilt the authority's digital presence on Next.js, with a Node.js API layer and PostgreSQL for account, transaction and content data. A high-availability architecture with caching, horizontal scaling and static pre-rendering of informational pages was designed specifically for extreme peak loads.
The new self-service portal lets users manage accounts and transponders, make online toll payments through a secure payment gateway integration and resolve violations end to end. Traffic APIs power route and travel planning tools, giving road users live context before they set off. Multilingual support was added to serve the diverse population using the network.
Accessibility was built in from the first design sprint, with the interface developed against WCAG 2.1 guidelines: semantic markup, keyboard operability, sufficient colour contrast and screen reader testing on key journeys such as payment and violation resolution. Delivery was phased so critical transactional journeys could be validated before full cut-over.
Reduced call center volume by 35% as users self-served online. Increased online payment adoption by 60% and achieved 99.9% uptime during peak traffic periods. Received government accessibility compliance certification.
Transformation Summary
Outdated inaccessible site → High-performance public service platform
This project was delivered under a Non-Disclosure Agreement (NDA). Specific client details, business data, proprietary workflows, and project credentials remain confidential. Screenshots and live URLs are available upon mutual NDA execution.
Request an NDA to see full detailsThe site was built to WCAG standards and achieved government accessibility compliance certification, which means it was independently assessed rather than self-declared. We build with keyboard navigation, semantic structure and screen reader testing throughout, and provide the documentation your compliance process requires.
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