Next Generation Business Process – Public Sector: Digital Citizen Wallet

How SAP will enable seamless interaction between citizens, government and private sector.

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Government organizations have an opportunity to leap into the digital future. Effortless and seamless services for citizens, and unrealized value for government can be unlocked through the Next Generation Business Process enabled by SAP technologies.

A Next Generation Business Process is an Industry specific business process that uses the latest Leonardo and Cloud technology, and that will become strategically relevant for our Customers in the near future and will generate new economic value for your business.

Its groundbreaking capabilities will quickly become strategically relevant as they transform the way governments operate.

citizen interactions

Jenny is a single mother, working hard in her job to provide a life for her two children, Julie and Jamie.

She wants the best for her two children and plans to register them for the local kindergarden. However, she dreads the complicated process and paperwork. She is afraid that she will need a lot of documents that different organizations issue and that require multiple visits to various offices. Her time is already scarce between her children and the job.

Moving to paperless

Fortunately, as a citizen of Futureville, Jenny has access to the city’s Digital Citizen Wallet (DCW). With two-factor authentication, encryption and blockchain technology, Jenny is safe in the knowledge that she can store all her documents securely, and easily access a range of services offered by the city.

No more paperwork and onsite government agency visits are needed for her. She can even apply for kindergarden directly through the app, and she can seamlessly send the necessary documentation to secure her son’s place.

Moving to paperless

The DCW is built on the principles of ‘Privacy by design’ and ‘Privacy by default’, meaning Jenny is in complete control of her data. She decides how and where her information is released when different government departments or other parties request it.

Moving to paperless

She opens her DCW app where the necessary data and documents are already either stored securely in the cloud or locally on her mobile and clicks the tab “Futureville Kindergarden”.

The kindergarden tries digitally to connect with her wallet, asking for her permission to communicate. The system then indicates to her in the DCW what information is needed: identity cards as well as both birth certificates for her children.

Jenny hits “Approve” to share the data digitally within the wallet. The app automatically shows her the info that has been shared with the Kindergarten.

That same day, Jenny receives feedback that her kids are eligible for the selected Kindergarten and can start in just a few months’ time.

Boosting personnel

As an administrator for Futureville, Tom is responsible for approving various citizen requests. Tom loves his job, because he can often help improve people’s lives. However, finding enough time in the day to resolve complicated cases – not to mention keeping up with policy changes – is a real challenge.

With the DCW, Tom can access the details of Jenny’s request for support with just a few clicks. He can also quickly verify Jenny’s documents, which she only had to upload or present in an office once – much better than sending the same documents repeatedly to different departments. Once verified, documents like her ID remain within Jenny’s DCW, and can speed up other processes that require the same information. Tom can also send push notifications to Jenny for anything missing from her application.

personnel effectiveness

He can even let her know that if she approves access to her income statement she can apply for additional funding – all using a single app.

With approvals for requests like this sped up dramatically using the DCW. Spending less time verifying and comparing documents than he used to, Tom can use the time he saves to concentrate on more complex cases and policy changes.


  • Many citizen interactions can be automated to increase efficiency and free up personnel for more complex tasks
  • Security and data accuracy are increased through the power of blockchain technology
  • Paperless services reduce the environmental impact of government operations
  • Ease of use and service availability boost citizen engagement and increase the competitiveness of the entire city

Making it all happen...

SAP Cloud Platform Blockchain service:

Embedded in the SAP Cloud Platform, our blockchain-as-a-service (BaaS) pilot is giving registered customers an easy way to experiment with the technology. By eliminating the need for a large upfront capital investment, BaaS is perhaps the lowest-risk gateway to enterprise blockchain adoption. 

Find out more ›

Watch the “Blockchain 101” video ›

SAP Cloud Platform:

SAP Cloud Platform is an open platform as a service (PaaS) which provides customers and partners with in-memory capabilities, core platform services, and unique business services for building and extending personalized, collaborative, mobile-enabled cloud applications.

Find out more ›

How to engage with Leonardo


One Day Design Thinking Workshop

Design & Prototype

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  • Functional Prototype
  • Value Assessment
  • Scenario Design & Architecture


Additional Leonardo services to deploy, scale up and pursue additional use cases

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