Assumptions note
This charter is presented as a portfolio artifact. Any detailed numbers (dates, budgets, team sizes, targets) may be illustrative to demonstrate how a charter is structured.
1) Purpose
Deliver a citizen-friendly digital wallet experience that reduces repeated submissions of the same information, improves request visibility (“where is my application?”), and supports secure sharing of government-issued documents across selected life events.
2) Vision and objectives
- Create a single, trusted place for citizens to manage key life events and related documentation.
- Implement a “once-only” approach: provide information once, share securely with consent.
- Enable status tracking and notifications across the citizen journey.
- Launch an MVP and expand iteratively based on adoption and feedback.
3) Scope
In scope
- Wallet app (mobile-first) integrated with identity authentication.
- Life event workflows with status tracking and notifications.
- Secure document storage/presentation and authenticity verification (e.g., QR verification).
- Consent management for citizen-controlled data sharing.
- Cross-department event notifications (where applicable).
Out of scope (initially)
- Replacing existing departmental backend systems end-to-end.
- International document verification beyond the initial scope.
- Non-digital channel redesign beyond minimum support requirements.
4) Success measures
- Reduced time-to-complete for selected journeys.
- Higher self-service completion rate.
- Lower rework caused by missing/inconsistent documents.
- Improved transparency (status updates, fewer “where is my request?” contacts).
- Compliance achieved for accessibility and privacy requirements.
5) Non-functional requirements
- Security: encryption, regular testing, defined incident response approach.
- Performance: supports high-load public launch scenarios.
- Accessibility: WCAG 2.1 AA for web/mobile interfaces.
- Availability: clear uptime targets excluding planned maintenance.
- Privacy: GDPR-aligned, data minimisation, privacy-by-design.
6) Governance and organisation
- Steering layer: strategic approvals, monthly cadence.
- Programme board: tactical oversight, bi-weekly cadence.
- Delivery teams: cross-functional teams delivering in increments (hybrid governance + agile execution).
7) Budget summary (illustrative structure)
| Budget category | What it covers |
|---|---|
| Personnel / internal allocation | Core delivery leadership, product, engineering, QA, UX, BAU support allocation |
| Vendors / contractors | Specialist build support, testing, accessibility audits, security services |
| Cloud infrastructure | Environments, scaling, monitoring/observability, storage |
| Tools & licenses | Delivery tools, testing tools, analytics |
| Security & compliance | Pen tests, assurance, legal/compliance support |
| Change & adoption | Communications, guidance, onboarding support |
| Contingency | Unknowns, spikes, late-stage remediation buffer |
8) Assumptions and constraints
Assumptions
- Identity platform performance remains stable through delivery.
- Departmental systems provide APIs to agreed timelines.
- Core resources are available as planned.
Constraints
- Public sector procurement and governance requirements.
- Accessibility and privacy compliance are mandatory and may impact timelines.
- Legacy systems may limit integration choices (API-first approach only).