State paperwork and taxes, filed online instead of at a counter.

I led the frontend and backend behind the digital services portal of the State of Durango: one place to file, pay and follow the paperwork that otherwise means a queue at a government office.

It covers five areas of state government - roads and transport, civil registry, the courts, land and housing, and tax declarations - from new plates and a change of owner to birth, marriage and death certificates, a clean-record letter, a lien-free certificate and the payroll tax return.

Paying is the part that had to be right. The return works out the tax from the headcount and the taxable base, and then settles three ways: card online, an authorised payment centre, or a bank transfer with its own reference - each ending in a receipt the taxpayer downloads.

Behind the counter the staff work the same cases from a back-office: requests, deliveries, appointments and citizens, with a queue and a counter per procedure.