Comprehensive Digital Platform Overhaul for a City Government to Enhance Resident Engagement and Accessibility

The municipality's existing website lacked a user-centric design, comprehensive accessibility features, and modern content management capabilities, hindering effective communication and service delivery to residents, visitors, and diverse community groups. The website needed a complete overhaul to meet current digital standards, address user needs, and ensure compliance with accessibility guidelines.

A medium to large municipal government aiming to modernize its public online presence to improve service delivery, accessibility, and civic engagement.

• Redesign the city website to be more user-centric, accessible, and easy to navigate for all residents and visitors.
• Implement a scalable and future-proof content management system to streamline content updates and organizational governance.
• Coordinate efforts across multiple city departments to ensure content relevance, consistency, and accessibility.
• Achieve compliance with WCAG 2.1 AA standards, ensuring accessibility for users with disabilities.
• Train content authors and contributors across departments to maintain high-quality, consistent content and governance standards.
• Reorganize website content by topics and provide clear, scan-friendly guidelines for users to find information efficiently.

• Content management platform that supports multi-departmental content creation, editing, and publishing workflows.
• Audience and user persona-based content organization to enhance discoverability and relevance.
• Built-in accessibility compliance features aligning with WCAG 2.1 AA standards.
• Search functionality optimized for easy information retrieval.
• Design and infrastructure that supports current and future accessibility and usability needs.
• Training modules and governance frameworks to ensure consistent content quality across departments.
• Content restructuring by topical areas with clear guidelines for easy scanning and understanding.

• Accessible analytics tools for understanding user behaviors and search trends.
• Third-party accessibility testing and compliance verification tools.
• Internal organizational systems for content sharing and synchronization.
• User feedback collection systems for ongoing improvement.

• Compliance with WCAG 2.1 AA standards to ensure accessibility for users with disabilities.
• Support for at least 2.1 AA level WCAG standards in coding and design.
• High availability and uptime to minimize downtime for residents.
• Performance benchmarks ensuring fast load times across devices.
• Security measures to protect user data and maintain organizational integrity.

The project is expected to significantly improve resident engagement by providing a user-centric, accessible website, resulting in faster service delivery and higher satisfaction. Training and governance will ensure ongoing content quality, while compliance with accessibility standards will broaden inclusivity. Expected outcomes include training 100+ content authors, achieving WCAG 2.1 AA compliance, and creating a future-ready digital infrastructure adaptable to evolving community needs.