Key features of IBM Citizen Engagement

Multi-program screening


Citizens can complete a self-screen for multiple programs at once and be directed to appropriate benefits, services or referrals.

Pre-populated data


Forms are pre-populated with screening data to make applications faster and easier for citizens to complete.

Personalized accounts

Add document

Citizens can manage all their applications, benefits, supporting documentation and more through a personalized account.

Pre-built processes

Cloud builder professional services

The pre-defined business processes for screening citizens and providing online applications can be customized and configured in weeks instead of months.

Virtual assistant

IBM Watson

This AI-powered chatbot can respond to your citizens’ questions with accurate and reliable answers, which can help reduce the burden on call centers and in-person assistance.

Built-in accessibility

Mobile phone

Citizen Engagement meets the high accessibility standards outlined in Section 508/WCAG guidelines with an AA rating using a mobile-first inclusive design.

User-centered design

User experience design

Citizens will be able to access a simple, consistent human-centered experience from any device that guides them through triage, screening, application and ongoing processes.

Security & scalability


The system is fully secure, performant and scalable with many live implementations that are serving up to thirty million citizens across five countries in eight different languages.

Flexible & extendable


The included REST APIs can be integrated with a range of back-office systems, and the system can be deployed anywhere, including on premises or cloud environments, according to your needs.

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Next steps

Learn more about the available features and explore options based on your needs.