The City of Swan, one of Western Australia’s largest local governments, needed an improved website to serve its 153,000+ residents. The City approach Veev Group to support the requirements definition and vendor selection for the new platform.
The Scope
Our Scope was as follows
- Research user requirements and best practice: Engage with internal clients – key City of Swan stakeholders including the Customer Experience team, Communications and Engagement team, content authors, Councillors and Business Unit Managers.
- Engage with stakeholders: Develop core personas to guide research, conduct user requirements research with external customers
- Can customers complete their service-related journey successfully:
- Can customers find information easily using the navigation and/or search functionality?
- Is the information clear and concise, can it be understood by CALD (culturally and linguistically diverse)
- Provide recommendations to address any pain points in relation to our most popular pages and services
- Provide recommendations to address any pain points in relation to pages that have the most negative feedback.
- Conduct industry benchmarking of local government websites and indicate what constitutes best practice.
- Provide recommendations to address any pain points in relation to pages that have the most negative feedback.
- Develop and refine project scope: Based upon the above work, develop and refine a scope for replacing/upgrading the City’s website and Content Management System (CMS).
- Prepare technical specifications for the new/upgraded website.
Our Approach
The Veev Group approach to requirements gathering and system / solution selection focuses on a pragmatic standard driven methodology that puts the business requirements first and foremost. Our approach focused on support for City of Swan commencing with workshops to capture the information and then creating or refining materials for the City to use in a Tender / RFQ.
The first two phases, Requirements Gathering and Tender / RFP/Q were in scope for this engagement.
The Outcomes
The following were key deliverables from the engagement
• Developed core personas
• Detailed requirements specification
• Comparison requirements scenarios
• Tender / RFP Pack
Following the hand over, the City entered a procurement and selection process using our materials to select a partner to implement.
We are pleased to announce that the City of Swan’s new website has been named Kentico’s Global Site of the Year. The annual awards program honours partners and clients who craft remarkable digital experiences for their customers. This site culminates a year-long project for the City of Swan and West-Perth-based digital agency ALYKA.