Government platform
A municipality wanted digital services that work for everyone — accessible, understandable and without bureaucratic noise.
Government platform
✦A municipality wanted digital services that work for everyone — accessible, understandable and without…
Information was scattered, forms were difficult and the language was too bureaucratic. Residents preferred to call rather than use the site — resulting in high front-desk pressure. On top of that, strict digital accessibility requirements apply.
The approach
We tackled content and technology together, with the resident as the starting point and accessibility as a hard requirement from day one.
- All content rewritten to clear B1 level
- Accessibility secured in process and code (WCAG 2.2 AA)
- Headless CMS so the editorial team can publish quickly themselves
- User tests with a diverse group of residents
- Ongoing maintenance with periodic accessibility audits
The result
The platform was validated on WCAG 2.2 AA and phone enquiries fell by 35%. Residents now find their way themselves — and the editorial team can publish without us.
Behind the scenes
No polished success story — this is what we ran into along the way:
- The B1 rewrite took longer than planned: over 3,000 pages were reduced to 600 that really matter.
- Accessibility audit round one: 14 findings. Round two: zero.
- Editorial training turned out to be the key to maintaining the level after launch too.
We are happy to share raw project data and client names in a conversation (under NDA).
“For the first time we have a site we are proud of and that works for everyone. The drop in phone calls speaks for itself.”
Slide from before to after.
What it delivered.
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