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 content strategy, service redesign, and practical improvements to make it easier for residents to find information and complete tasks.
Our work reduces call volumes, improves resident satisfaction and eases staff workload. Whether you need to fix one high-traffic service or establish a long-term website strategy, we bring deep experience in operations, governance, and service delivery.
If you want to talk through your options, contact us or self-book a meeting to learn more.
Our services
We offer three levels of engagement, each designed for different municipal needs and readiness.
Start with a single high-impact service, scale up to your full website, or establish long-term strategic direction.
Single service redesign
Fix one high-impact service in 4 to 6 weeks
A focused review of how a specific municipal service is presented online, identifying content, clarity, and findability issues that prevent residents from completing tasks independently.
Best for: Municipalities experiencing high call volumes or complaints about a specific service (such as building permits, development applications, waste collection, or road maintenance) who want targeted improvements without large-scale changes.
Deliverables:
User needs assessment identifying resident goals, common questions, and pain points
Targeted content audit of all pages, documents, and links related to the service
Content-first wireframes showing a clearer, resident-centred presentation
Past clients:
Rethinking Web Content for Real Self-Service: How York Region Is Making Digital Work Smarter
Web content transformation
Improve your entire website in 3 to 4 months
A structured, organization-wide effort to improve clarity, consistency, and usability across all municipal website content, with a practical plan for what to fix and when.
Best for: Municipalities with duplicated, outdated, or inconsistent content across departments who need a roadmap to improve the full site—without a visual redesign or platform change.
Deliverables:
Comprehensive content audit identifying what's creating confusion or friction, prioritized by resident impact
Content transformation roadmap defining what to update, consolidate, or retire over time
Style guide and operating model giving staff clear, reusable patterns for creating and maintaining content
Past clients: Thunder Bay, Sudbury, Prince Edward County, Ajax
Comprehensive website strategy
Set long-term direction in 4 to 6 months
A service-centred strategy that defines how your municipal website should be structured, governed, and operated to support residents over the long term.
Best for: Municipalities preparing for a website redesign, platform change, or major investment who need clear direction before engaging vendors or selecting technology.
Deliverables:
Municipal Website Strategy defining the website's role as a digital front door, including service priorities, content structure, and success measures
Governance Framework outlining roles, responsibilities, decision-making authority, and accountability across departments
CMS and Operating Model setting out technology requirements, platform capabilities, and integration considerations
Past clients: Chatham-Kent
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.
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.
What’s the difference between a content audit and a website redesign?
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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?
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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?
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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?
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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?
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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.