Municipal Web Content Strategy and Service Improvement
Perry Group Consulting’s Web Practice helps Canadian municipalities improve how services are delivered online. We focus on municipal website content strategy, service redesign, and practical digital service improvements that make it easier for residents to find information and complete tasks.
Our work improves resident experience and reduces staff burden, without requiring costly technology changes or full website redesigns. Whether you need to fix one high-impact service or establish a long-term website strategy, we bring deep experience in municipal operations, governance, and public sector digital service delivery.
Single Service Redesign
A focused review of how one (or more) municipal service is presented online to identify content, clarity and findability issues that make it harder for residents to complete that service.
Who this is for
Municipalities that want to improve how high-impact services are delivered without large-scale changes to technology or visual design. Past examples we’ve worked on include building permits, development applications, waste removal, and road maintenance.
What you get:
A focused user needs assessment, identifying resident goals, question and pain points when completing the service online
A targeted content audit of all pages, documents and links related to the service, highlighting clarity, consistency and findability issues
Content-first wireframes for the selected service, showing an improved, resident-centred way the service could be presented online
Web Content Transformation (entire website)
A structured, organization-wide effort to improve clarity, consistency and usability across municipal website content, with a clear plan for what to fix over time.
Who this is for
Municipalities that have duplicated, outdated or inconsistent content, and need a practical plan to improve their entire website (without a visual redesign or changing technology). Past clients include Thunder Bay, Sudbury, Prince Edward County and Ajax.
What you get:
A content audit that shows what is creating confusion or friction for residents, with a focus on high-impact services and priority pages
A content transformation plan that defines what content should be updated, consolidated or retired over time to improve how residents find and understand services
An updated style guide and operating model that give staff clear, reusable patterns for creating and maintaining consistent content going forward
Comprehensive Website Strategy
A comprehensive, service-centred strategy that defines how the municipal website should be structured, governed and operated to support residents over time.
Who this is for
Municipalities preparing for a website redesign or major refresh, or those that need clear direction before engaging vendors or making significant investments in website platforms or tools. Past clients include Chatham-Kent.
What you get:
A Municipal Website Strategy that defines the role of the website as a digital front door, including service priorities, content structure and measures of success
A Website Governance Framework outlining roles, responsibilities, decision-making and accountability across the organization
A CMS and Website Operating Model that sets out how the website should be supported by technology, including CMS capabilities and integration considerations
Results and Experience
Proven Impact for Canadian Communities
Our web practice has supported municipalities across Ontario in improving service clarity, consistency, and findability:
Thunder Bay, Sudbury, Ajax
Improved website content and service presentation to reduce confusion and improve resident experience.Prince Edward County
Streamlined digital service delivery through targeted content improvements and clearer service pathways.Chatham-Kent
Developed a comprehensive website strategy to guide long-term digital service modernization.
Our approach is designed for municipal realities, including limited staff capacity, governance requirements, and public accountability.
FAQs
How do we know which service level is right for us?
1
It depends on your immediate goals. If one service, such as building permits or waste collection, is driving high call volumes or complaints, a Single Service Redesign is often the best place to start. If your website feels cluttered, outdated, or inconsistent across departments, Web Content Transformation provides a structured plan to fix it. If you are preparing for a platform change or major refresh, a Comprehensive Website Strategy helps you make informed decisions before investing.
Can we improve our website without a full visual redesign?
2
Yes. Most usability issues on municipal websites are caused by unclear content and poor findability, not visual design. Our Single Service Redesign and Web Content Transformation services are specifically designed to improve service delivery using your existing CMS, templates, and technology.
Do we need to replace our CMS or website platform?
3
Not necessarily. Many municipalities achieve significant improvements without changing platforms. Our content-first approach focuses on improving what you already have. If a platform change is being considered, our Comprehensive Website Strategy helps assess CMS capabilities and integration needs before decisions are made.
What’s the difference between a content audit and a website redesign?
4
A content audit examines what exists today and identifies outdated, duplicated, or confusing content that creates friction for residents and staff. A website redesign typically focuses on visuals and technology. We start with content because improving clarity and structure prevents costly redesign mistakes and ensures technology investments deliver real value.
How long does a typical municipal website project take?
5
Timelines vary by scope and complexity. A Single Service Redesign typically takes 4 to 6 weeks. Web Content Transformation projects often run 8 to 12 weeks. Comprehensive Website Strategy engagements usually span 12 to 16 weeks. We work within municipal timelines and adapt to council schedules and budget cycles.
What departments are usually involved?
6
Most projects involve Communications, IT, and the service areas being reviewed, such as Building, Planning, or Public Works. Our governance framework helps define clear roles and accountability, so decisions move forward without overloading staff.
How do we know if our municipality needs this work?
7
Common signs include frequent resident calls or emails for information already on the website, conflicting content published by different departments, difficulty finding services even for staff, or content that has not been reviewed in years. Many municipalities also start this work when preparing for a future redesign.
Can you work with our existing vendors or internal teams?
8
Yes. We regularly collaborate with municipal IT teams, communications staff, and existing web vendors. Our role is to bring service design and content strategy expertise that complements technical implementation.
What’s included in a content transformation plan?
9
You receive a clear roadmap that prioritizes what content should be updated, consolidated, or retired. The plan includes service-level recommendations, reusable content patterns, and governance guidance so staff can maintain improvements over time without ongoing consulting support.
What’s included in a content transformation plan?
10
You receive a clear roadmap that prioritizes what content should be updated, consolidated, or retired. The plan includes service-level recommendations, reusable content patterns, and governance guidance so staff can maintain improvements over time without ongoing consulting support.