Web Revitalization Project

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About the Web Revitalization Project

As the City's primary communications, service delivery and information sharing mechanism, the City's website is an important customer service channel.

The Web Revitalization Project is a multi-year, multi-phase project focused on the design, development and implementation of a new toronto.ca that is service-focused and citizen-centric, with a new look and feel.

The goal is to deliver a new toronto.ca by the end of 2017, ensuring City services and information are easier to find for everyone.

The Project is focusing on three major areas:

  • Service Bundling and Web Information Architecture: A user-centric bundling of the City's 260+ public facing services and an easy to use service-oriented site navigation that is no longer driven by the City's organizational structure.
  • Design and Templates: A cohesive, consistent and appealing look and feel for toronto.ca that is compliant with legislated and City standards for accessibility, mobile responsiveness and branding.
  • Web Content Management: The tool and processes staff use provides actionable, intuitive and less cluttered web content. A move to an open source web content management tool, and the implementation of new Cloud-based technology, will provide cost efficiencies, reliability and improved better performance.

User-Centred Design

The best way to improve a website is to listen to the people who use it. The Web Revitalization Project is following a "User Centred Design" methodology, which places the focus on the needs, wants, and limitations of end users.

As feedback is collected from a diverse group of external and internal stakeholders, the toronto.ca design concept is adjusted, improved and tested again.

Over the past year the Project has led more than 3000 interactions to gather feedback from residents, businesses, visitors and City staff.

Along with qualitative and quantitative testing done by Ipsos Reid, the Project relies on close to 900 volunteer Digital Citizen Advisors comprised of Toronto residents and business owners. These volunteers have tested different aspects of the design and functionality and contribute their invaluable feedback every step of the way.

Testing has been conducted using online tools and surveys, and one-on-one and group sessions to understand the public's experience and feedback regarding accessibility, usability and the visual appeal of the site navigation and digital content.