In recognition of its efficient and user-friendly digital experience, the city of San Diego website has received a first-place award in the Center for Digital Government’s 2024 Government Experience Awards.
These awards recognize the achievements of states, cities and counties that have raised the bar to create a better-engaged constituency and a more responsive government.
The city used tools like customer experience portals, multi-lingual chatbots, live chat, voice submissions, generative artificial intelligence, online help, location services and personalization to improve the constituent experience.
“We are proud of the work done by the department of IT (information technology) and departments across the city to make interacting with the city online a positive, intuitive and informative experience,” Jonathan Behnke, San Diego’s chief information officer, said.
According to the Center for Digital Government, San Diego was awarded first place in the “city” category for topic-based organization on its website, along with readable content, user-centric design, a boost in online forms and greater transparency and accountability.
The city was also recognized for the continued revamping of its customer engagement strategies during the COVID-19 pandemic.
Significant enhancements to areas of the site include:
- Incorporating AI technology – The city, working with the Regional Cyber Lab, developed My eCiso (My Electronic Chief Information Security Officer), which helps organizations assess the quality of their cybersecurity. This tool, offered free to regional agencies, local businesses and individuals, guides users through a question-and-answer process, generating a report card on their cybersecurity strategy.
- Online scheduling – The Development Services Department (DSD) adopted Microsoft Bookings for online scheduling of virtual or in-person appointments with a city representative.
- Expanded online permitting – DSD also improved its permitting processes by expanding the types of permits that can be submitted online. This includes new permitting services for Short-Term Occupancy, Historical Resource Nominations and the Mills Act.
- Live chat/chatbot – The Environmental Services Department incorporated a chat feature on its department site that facilitated interaction with live agents during business hours or a chatbot after hours.
- Page re-design – The San Diego Police Department and the Homeless Strategies and Solutions Department redesigned their respective sites to improve access to their programs and services. They also emphasized data transparency, including mandatory records disclosures.
- Program websites – The city of San Diego’s web team employs distinctive design templates to distinguish program sites from department sites. This offers enhanced creativity and creates a more visually appealing website for promoting new programs and initiatives.
- Resident feedback – The feedback from San Diego residents continues to play a vital role in refining the city’s website. An example is the creation of the city-wide agendas and minutes page, which includes a comprehensive list of meeting documents for all boards, commissions, committees and planning groups. The development was in response to resident requests made through feedback channels like public surveys and questionnaires.