Located in southeast Alberta, the City of Medicine Hat is home to a growing community of 63,000 citizens. To be agile in this ever-changing economy while keeping a citizen-first mindset, the City was in search of a digital solution that would stabilize and enhance their customer service while reducing their organizations’ net costs. To achieve greater sustainability in their processes and improve their customer service, the City sought a more accessible website and digital platform that would make city services accessible to citizens anywhere, at any time. They desired an application that provided alerts and secure online payments to simplify their administrative efforts and keep citizens more connected. Overall, the City wanted to bring their city services together on a platform that was easy to update, timely to navigate information and be more responsive to their citizens’ demands. To achieve these goals, the City stressed the importance of a fast-tracked timeline of six months to meet their community’s needs through the on-going pandemic.
Ready for the challenge, the City of Medicine Hat got to work to satisfy their needs of a website redesign and application development. To ensure the needs of the City were being met through the new digital platforms, they consulted with staff and performed a Technical Needs Assessment. With close collaboration, clear communication between teams and residents, the City launched medicinehat.ca and myMH Portal at their goal deadline, only six months after initiating the project.
Created for cities, the myMH Portal is seamlessly integrated within the City’s website. This application is designed to operate the city services in an efficient and cost-effective way that reduces citizen questions and cuts mundane, repetitive tasks out of the process. With online payment functions that are compatible with multiple methods and a smart notification system that allows users to choose their alerts based on their interests, the myMH Portal is equipped to be personalized to each citizen who uses it. Plus, staff can manage requests and make changes without sacrificing delays or service downtimes.
myMH Portal provides a sleek, seamless connection to the City’s new website created on a robust content management system, allowing the City to operate services the same across every interaction and delivery channel. The content management system upgraded the City’s website into a platform that allows staff to build each department and section into a robust, interactive knowledge base. With a variety of layout options, staff created landing pages for all their main verticals to engage users and support their navigation. Accordion functions and How-To features help walk users through processes and information in bite-sizes to avoid overwhelming visitors with content. Button and emphasis styles are also used throughout their content to draw the eye to key information or action items. This way, City staff can ensure important notices and functions of the site are clear and understandable.
The City also implemented additional online tools and resources that improves users' overall experience. These include:
• A-Z Services
• ADSF Integration (Single Sign On)
• Canadian Hosting and Licensing
• Cludo Site Search
• Contact Directory
• Council Calendar
• Emergency Alerts Banner
• Form Builder
• “How Do I” Menu
• Layout Builder
• News and Alerts Manager
• Parks and Facilities
• Programs and Events Calendar
• Photo Gallery
• Stakeholder Engagement
• Third Party Integration – GIS Mapping
• Writing for the Web Training
Overall, the City of Medicine Hat exceeded their citizens’ expectations with a new digital platform offering that will engage City and citizen together for a stronger, more forward-thinking community.