Most city and municipal websites fall flat. Not only do they deliver sub-par user experiences, but they also make residents’ lives more complicated. Why? They’re not intuitive to use, have slow load times and trying to find the right information can seem impossible.
To be clear, a well-designed city website isn’t just about looking nice. It’s about making local services accessible, easy to use and hassle-free. The best municipal websites help residents get what they need in just a few clicks—without calling city offices or hunting for information.
If your website is overwhelming, outdated, or hard to navigate it’s time to rethink how it serves your community. Here are 7 tips to create a city website that residents actually love using.
Tip #1: Prioritize the Most-Used Services
A great city website isn’t built around what the government wants to share. It’s built around what residents need the most. If people have to dig through layers of menus to find basic services, the city’s website isn’t working for them.
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Identify the most-used services—like bill pay, service requests, permits and meeting info.
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Place those services front and center on the homepage for quick access. Make it obvious.
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Make sure search functionality actually works so residents can find what they need instantly.
One-Line Summary
If residents can’t find what they need in under 10 seconds, the website layout needs a rethink.
Tip #2: Make It Mobile-First, Not Just Mobile-Friendly
Most people aren’t sitting at a desktop when they visit a city website—they’re on their phones. They might be running errands or in between work meetings. Either way, over 60% of municipal website traffic comes from mobile users. If a site isn’t designed for mobile-first use, it’s already outdated.
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Use responsive design that automatically adjusts to different screen sizes.
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Keep buttons large and easy to tap. Tiny links frustrate mobile users.
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Speed matters: optimize images to ensure fast loading on mobile networks.
One-Line Summary
If residents have to pinch and zoom to read your site, it’s failing them.
Tip #3: Cut the Government Jargon
Most residents aren’t familiar with city planning terms, legal codes or government structure. If your website is packed with technical language and long-winded explanations, people won’t understand what they’re reading. The key? Make the complex simple. Show empathy to your residents by speaking to them in everyday terms.
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Use plain, conversational language that makes sense to residents.
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Break up large blocks of text with short paragraphs and bullet points.
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Answer common questions with clear, direct responses instead of bureaucratic language.
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Ensure your city’s website has plenty of white space, especially to balance out busy areas.
One-Line Summary
The easier it is to read, the more likely residents are to use the site.
Tip #4: Improve Online Forms and Payments
Nobody wants to download a PDF, print it out, fill it in by hand and then drive it to city hall. Yet, many municipal websites still require outdated processes for permits, payments and applications. By offering digital convenience, residents will be thrilled to interact with your city’s website.
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Replace static PDFs with online forms that can be submitted digitally.
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Offer easy online payments for utilities, taxes and other city fees.
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Ensure forms work just as well on mobile as they do on desktop.
One-Line Summary
If residents can’t complete city services online in a few clicks, the website is creating extra work for them—and for your staff.
Tip #5: Keep Public Meetings and Updates Easy to Find
City council meetings, public hearings and community updates should never be buried deep within a website. If residents have to dig through layers of content to find meeting schedules, engagement drops.
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Create a dedicated section for public meetings, minutes and agendas.
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Post updates on the homepage with clear links to upcoming meetings.
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Offer an email or text subscription service so residents can get notified about important announcements.
One-Line Summary
A transparent government starts with an accessible website.
Tip #6: Make Reporting Issues Simple and Fast
Residents shouldn’t have to call city hall just to report a pothole, broken streetlight or missed trash pickup. A good city website should make submitting service requests as easy as ordering takeout online.
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Add a “Report an Issue” button on the homepage for quick access.
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Allow residents to submit service requests with photos and location details.
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Offer tracking so users can check the status of their request(s).
One-Line Summary
The easier it is to report issues, the faster they get resolved.
Tip #7: Keep It Updated and Easy to Maintain
A city website isn’t a set-it-and-forget-it tool. Outdated information, broken links and missing details frustrate residents and make the city look unorganized. Have your staff constantly test the website to make sure everything functions as it should.
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Assign a dedicated staff member or team to update the website.
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Regularly test all links and forms at least once a week.
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Use a content management system (CMS) that allows easy updates.
An outdated website does more harm than good. Keeping it fresh ensures residents always get the most accurate information.
A Great City Website Makes Life Easier for Everyone
When a city website is well-designed, easy to use and built for mobile users, it becomes one of the most valuable tools local government has. Instead of creating frustration, it makes life easier. Both for residents and for city staff.
At Slamdot, we specialize in highly functional, easy-to-access city websites. With a 20+ year track record, we blend experience and strategic know-how to deliver a website your residents will love using. If your city’s website is outdated, hard to navigate, or just not working as it should, now is the time to improve it.
Ready to learn more? Contact us today for a free website proposal and next steps!
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