Municipal Websites: What Makes a Modern Citizen Platform?

Chances are your user experience for this seemingly simple task was less than stellar. The term "digital service desert" in Germany didn't come about by accident. To make it even more challenging, we could have asked you to try this test on your smartphone.

It should be pretty easy for city and municipal officials to utalize their websites properly. These sites should be central information hubs, communication channels, and service portals for citizens, businesses, investors, tourists, and anyone looking to engage with the city. They should be the go-to place for everything related to the city and municipality. Don’t think this sounds like an easy task? With the right partners and expertise, municipal websites can live up to their potentail, transforming into digital assets that offer real value in everyday life.

Here are some key aspects that can make the relaunch of a city website a success for all future visitors, and everyone involved:

User-Centric Focus

The needs of the users must be the centerpiece of a good citizen platform: An intuitive navigation and a clearly structured user interface are essential. Citizens must be able to quickly and easily find the information and services they are looking for. Helping visitors effortlessly find what they need can include clear menus, a working search function, and easily understandable content – in not just German, but other relevant languages as well. Automated translation using AI can offer a pragmatic solution here.

Design and UX

Design and user experience (UX) play a crucial role in the success of a website. It's about more than just "looking good." An up-to-date and appealing design builds trust and positively reflects the city's image. The design should be not only aesthetically pleasing and reflect the personality of the city or town but it also needs to be functional. Clear visual hierarchy, readable fonts, and consistent color schemes contribute to clarity. UX design ensures that interaction with the platform is intuitive, pleasant and efficient. This includes fast load times, clear calls to action, and a well-thought-out information architecture. A well-designed UX can significantly increase user satisfaction and engagement. A prime example of successful user experience is the newly launched platform Ludwigshafen.de.

Mobile Optimization

In 2023, 85% of people used mobile devices to access the internet. This means the website must function at least as well on smartphones and tablets as it does on desktop computers. It's crucial to consider this not only from a design and performance perspective but also by incorporating features like social media integration, voice input, and simple conveniences like automated calendar entries.

Accessibility

An accessible website is no longer simply empathetic and inclusive, it’s also legally required. Accessibility means that all content and functions are usable by people with disabilities. This includes clear content structuring, the use of alt tags for images, subtitles for videos, and high-contrast color schemes. These features can be retrofitted with tools, but it’s better to build this into the design from the beginning.

Interactive Services

Services like online appointment scheduling, citizen participation platforms, and real-time chat functions create real value, and lead to better interations. These services enhance administrative efficiency while increasing user satisfaction. A digital infrastructure supporting these administrative services is essential these days.

Current, Relevant Content

When is the city library open during the summer holidays? Which street is currently closed? What was discussed at the last city council meeting about the new building going up downtown? News, events, construction updates, or emergency alerts – a good citizen platform thrives on regularly updated and relevant content. A dynamic news section and event calendar keep citizens informed. Easy and intuitive content management city employees is crucial.

Data Protection and Security

Municipalities are often targets of cyberattacks, like the 72 municipalities in South Westphalia last October. The website and associated IT systems must be sustainably protected against cyber threats through appropriate security measures. Compliance with the General Data Protection Regulation (GDPR) is also crucial, especially for municipal platforms that process personal data. This requires significant know-how and expertise.

Citizen Engagement through Social Media

A modern citizen platform should ideally be linked to social media. Through Facebook, Instagram, and other platforms, cities and municipalities can communicate directly with citizens and quickly inform them about current developments. Social media integration strengthens citizen engagement and increases the reach of municipal information.

So to put it simply…

A user-friendly municipal website is more than a nice-to-have – it serves as the first point of contact for citizens, businesses, and tourists. To achieve this, it should be mobile-optimized, multilingual, and accessible, and offer interactive services that ease administrative burdens. Ideally, current and relevant content should be shared not only on the website but also on social media to create an effective and citizen-friendly presence.

One best practice example of citizen engagement is the city website Ludwigshafen.de. To learn more about this project, visit the site, or you can find all the details in our case study.