Grand Rapids' redesigned website named best in USA

Published on September 20, 2018

Photo of the National Association of Government Web Professionals 2018 Pinnacle Award presented to the City of Grand Rapids website

GRAND RAPIDS, Mich. –  Analytics show that the City’s redesigned website is a winner with its users. Now, a group of web professionals from across America has named it best in its class. The National Association of Government Web Professionals (NAGW) has awarded the City of Grand Rapids with the Pinnacle Award in the large cities category for the website

The Pinnacle Awards are judged by web professionals from inside and outside government web development. Each site was judged using 10 scoring criteria for a total of 100 points: content, organization, design, performance and flexibility, accessibility, standards, interactivity, open data, responsive design and team size.

“We're honored to have been selected for this designation,” said Becky Jo Glover, the City’s customer service director who leads the web team. “This recognition comes only seven months after the launch of  our redesigned website. It is truly an award that is community-based. Appreciation goes out to our civic user testing group that helped us fully develop and analyze the site.”

Glover said the national praise for the site was rewarding given the scope of the redesign. Like many cities, Grand Rapids had an outdated website with too many pages, clunky navigation and poor search capabilities. An assembled web team constructed a new site from the ground up with the goal of creating a service-oriented site where customers could access City services 24 hours a day seven days a week. Data and analytics gathered by the Customer Service Department helped define the new online services and web content. During development, once the web team created each page or service, the civic testing group gave feedback to ensure the information met the needs of customers.

Today, offers more than 250 online services, with new services added monthly. In the first seven months, users have compiled more than 2 million page views and completed more than 25,000 online forms.

In addition to the NAGW Pinnacle Award, the City’s website redesign initiative has garnered recognition through the U.S. Conference of Mayors Livability Award and Next Generation of Government Training Summit Public Service Award competitions.

For more information on the Pinnacle Award, CLICK HERE.

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