2017 Winner Profile

City of Boston

Project Description:
In July 2016, the city of Boston launched its reimagined digital identity, Boston.gov, with the aim of increasing citizen engagement and accessibility. The ultimate goal of the project was to reimagine how a government can better serve its citizens digitally and, as a result, enhance constituent engagement. The website as a whole was redesigned from the ground up in just 11 months. As part of the project the city needed to enhance its mobile experience. Even without a responsive website, about 12 percent of traffic coming to Boston.gov was from mobile devices. With more and more people relying on smartphones, responsiveness was a critical feature for the redesign. The result of the redesign project is a website that has dramatically improved the accessibility of information and services the city offers. The website is now mobile-responsive, has a 9th-10th grade reading level (down from a post-graduate level) and meets all AA Web Content Accessibility Guidelines.
Business Functions:
Customer Service or Support, IT
Business Goal:
Customer Experience
Jascha Franklin-Hodge, CIO
Boston, MA
Government: State or Local (including Law Enforcement)
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