Township of Alderbrook
A clearer front door to local services.
One place to find a service, send a request, and understand what happens next. Built around residents’ everyday needs and the staff behind each response.
- Scope
- Research, content, design & development
- Timeline
- 12 weeks
- Result
- 41% fewer incomplete requests
The challenge
Residents navigated six department websites and downloaded forms that asked for the same information in different ways. Staff often needed a follow-up call before a request could move forward.
What we built
We mapped the most common resident tasks, brought 24 services into one searchable directory, and designed a shared form system with clear requirements, helpful errors, and a receipt for every submission.
What changed
In the first eight weeks after launch, the share of requests returned for missing information fell from 29% to 17%. Staff gained a shared view of incoming work, and residents could see the next step before picking up the phone.
“They took the time to understand what happens on both sides of the counter. The result is easier for residents, and just as importantly, easier for our team to manage.”
