Transitioning from Web Content to Digital Service

The communications team at the City of Waterloo realized that the city website had become a service channel rather than a content service. They engaged Perry Group to help build upon this and develop a Digital Services Strategy that would provide the framework for delivering municipal services for the digital age.

With a joint project team from Corporate Communications and Information Management Technology Services (IMTS), and working with the City’s Senior Management Team we reviewed the current state of digital service delivery at the city and developed a strategy for a three-stage approach to becoming a digital organization, from Exploring Digital to Designing Digital to Being Digital.

The roadmap for Exploring and Designing Digital included the development of a vision, digital standards and a digital education program, alongside experiments in digital service design and business process optimization. A collaborative partnership between Corporate Communications and IMTS was established to manage the new Digital and Technology governance framework, with new digital resources and participation from senior leadership and key stakeholders.

The strategy was adopted by leadership and work has already begun on a number of the strategic recommendations.