It’s not often someone calls City Hall and says, “your website is really pretty” right? It’s more likely you’ve heard residents reach out to say, “I can’t find what I need online!” Residents expect government services to be responsive to their needs, and today that means online, seamless, accessible, and secure. Having a truly usable site goes well beyond eye-pleasing design to create a fully integrated experience. To move your website beyond pretty and make it a powerhouse, the focus must be on the customer and how efficiently and effectively they can accomplish their goals. Enter Information Architecture (IA), the key to creating a modern Digital City Hall. We’ll explore what IA really is, your role in championing it, and the value of engaging residents to refine it. You’ll leave this session with awareness of how to not only make digital transformation possible but downright doable!