Austin Plans $5.5 Million Overhaul of City Website to Enhance User Experience

Austin Set for Major Website Overhaul

In a move aimed at enhancing the online experience for its residents, Austin is planning a comprehensive revamp of its city website. The City Council is scheduled to discuss allocating $5.5 million for a six-year deal with Material Holdings, LLC, a California-based vendor. This decision comes after city staff concluded that the tasks required to effectively upgrade the site surpassed their current capabilities and resources.

Addressing User Needs

The overhaul will be spearheaded by the Communications and Technology Management (CTM) team along with the Communications and Public Information Office (CPIO). It is a response to both the growing needs of a changing user base and years of feedback criticizing the site’s performance and organization.

Recently, city staff made some updates, such as introducing a new “All Services Hub” and language translation software. They also reduced the total number of web pages from 16,000 to under 9,000 to improve site navigation. However, staff have stated that the current website infrastructure is not enough to keep up with Austin’s rapid growth.

Goals of the Overhaul

A memo from Kerrica Laake, the director of Communications & Technology Management, and Jessica King, director of Communications & Public Information, outlined several improvements expected from Material Holdings. These enhancements include:

• Improved search and navigation
• A consistent and scalable design
• A personalized experience for users
• Integration with other city digital systems
• Better accessibility for all users

The city sought proposals for this project last year and received 14 responses. Officials emphasized the importance of creating a modern site focused on a personalized customer experience that is intuitive and efficient.

Past Challenges and Future Focus

Previous attempts to enhance the website were described as inconsistent, with staff suggesting that the efforts did not prioritize the users’ experiences adequately. Steven Apodaca, chair of the city’s Community Technology and Telecommunications Commission, expressed satisfaction with recent initiatives to enhance user interactions, especially in applying for jobs and getting in touch with City Council members.

He highlighted crucial priorities for the new site, focusing on:

• Ease of use for various skill levels
• Responsive design for mobile and tablet devices
• High reliability and uptime of the website

Another commission member, Sumit Dasgupta, who has a background in software design, noted the importance of presenting a cohesive experience across different departments on the site. He emphasized the need for a consistent front end with navigational features like pull-down menus or hot buttons for specific city services.

Recommended Approaches

Opinions on how to approach the overhaul vary. Kerry O’Connor, former chief innovation officer for the city, suggested that it might be more beneficial to improve smaller parts of the website at a time rather than performing a complete overhaul all at once. This method, known as agile software development, allows for frequent checks with users to confirm that each new feature meets their needs before launching it fully.

Thus, as Austin prepares to embark on this significant update, the city hopes to provide its residents with a website that truly meets their demands and enhances their online experience.