Transforming Municipal Web Content: A Perry Group Success Story

At Perry Group Consulting, we specialize in driving digital transformations that enhance the quality and accessibility of municipal services. While much of our work and energy around digital focuses on implementing new digital services - report a problem, make payments, make a booking, check eligibility and many others … an often overlooked but critically important area is web content.

Recently, we teamed up with a forward-thinking municipality to revamp their web content, ensuring it met the evolving needs of their community. Here’s a look at our journey and the successful outcomes we achieved together.

When we started, the municipality’s website had its share of challenges. Information was outdated, formatting was inconsistent, and navigation was tricky. These issues not only made it hard for residents to access vital services and information, meaning that they had to call the municipality to find basic information, but it also hurt the municipality's digital image and reputation. Our mission was clear: to create a streamlined, accessible, and informative web presence that mirrored the municipality’s commitment to transparency and service excellence.

Understanding the unique needs of the municipality and its residents was key. We began with an in-depth assessment of the existing web content and conducted numerous stakeholder interviews to gather comprehensive insights. Collaboration was crucial  – we worked closely with municipal staff to ensure our approach was aligned with their vision and operational needs.

Our first step was a thorough content audit. We evaluated each page for relevance, accuracy, and user engagement. This audit revealed many pages with redundant or obsolete information. By categorizing content into essential, non-essential, and redundant, we established a clear framework for the overhaul.

Next, we focused on user experience (UX) and accessibility. Our goal was to design a website that was not only visually appealing but also intuitive to navigate. We implemented responsive design principles to ensure the site was accessible across various devices, from desktops to smartphones. Additionally, we integrated accessibility features to comply with the Web Content Accessibility Guidelines (WCAG), making the site usable for individuals with disabilities.

With a clear structure in place, we moved on to content creation and curation. Our team worked diligently to rewrite and update content, ensuring it was clear, concise, and relevant. We also developed new content to fill gaps identified during the audit. Each piece of content was crafted with the user in mind, prioritizing readability and engagement. We ensured that vital information was prominently displayed, making it easier for residents to find what they needed quickly.

A critical aspect of our project was empowering municipal staff to maintain and update the website independently. We conducted comprehensive training sessions, equipping staff with the skills needed to manage web content effectively. This training ensured the sustainability of our efforts and allowed the municipality to remain agile in its communication with residents. The transformation was remarkable. The new website is a testament to the municipality’s dedication to service and transparency. Key information is easily accessible, and the site’s intuitive design has significantly improved user satisfaction. Residents can now efficiently find the information they need, from public service announcements to detailed guides on municipal processes. The municipality can now communicate more effectively with its community, providing timely updates and essential services through a robust digital platform.

The success of the project was measured through various metrics. Website traffic increased by 40% within the first three months post-launch, with a notable decrease in bounce rates. User feedback was overwhelmingly positive, highlighting the ease of navigation and the relevance of the information provided. Municipal staff reported increased efficiency in updating web content, thanks to the training and streamlined CMS workflows.

This project exemplifies Perry Group’s commitment to enhancing municipal services through innovative and often simple digital solutions. By prioritizing collaboration, user experience, and sustainability, we helped the municipality achieve a significant milestone in their digital journey. This success story serves as a model for future digital transformations, demonstrating how municipalities can leverage technology to meet the evolving needs of their communities. We look forward to continuing our partnership and applying these best practices to future projects, ensuring municipalities can deliver top-notch digital services to their residents.

If your municipality is ready to embark on a similar journey, we’re here to help. Let’s work together to create a digital presence that truly serves your community.

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Enhancing Municipal Services through Customer Service Maturity Model

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Modernizing Cambridge: A Digital Transformation Journey in Planning and Building Permit Processes