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City of Grand Rapids revolutionizes customer experience

Over 257 services are now available online for visitors to the Grand Rapids website.

How does the City of Grand Rapids let 180,000 people complete transactions at any time, on any device while cutting calls and improving customer service?

The challenge

Like many Cities and Counties, Grand Rapids had an outdated website. Too many web pages, not enough consistency in the presentation of information. Users found it difficult to navigate, and staff had trouble keeping it up to date. Most services (start water service, set up refuse and recycling, get the permit for a community block party) required printing out a form and mailing or faxing it back to the City.

The solution

Partnering with OpenCities, it took Grand Rapids just five months to create a beautiful digital services website that provides a majority of the most requested transactions. For example, the "start water and refuse service" represents 40% of all current 311 interactions. OpenCities transitioned these contacts from calls to almost 1000 new online submissions.

OpenCities has been nothing less than transformational for the City of Grand Rapids. With OpenCities we didn't just redesign the website, we redesigned the way our city does business.”

Becky Jo Glover

Becky Jo Glover
Chief of Customer Service and Innovation

The outcome

  1. 257+ Online Services Over 257 services are now available online for visitors to the Grand Rapids website to complete their city business.
  2. 50% Payments made online Grand Rapids is converting 50% of the 80,000 walk-up payments to now use the online form in the new Grand Rapids site.
  3. 79% Reductions in walk-ins In just 11 weeks, the total number of walk-ins to the customer service desk to start a water service reduced by 79%.

We are building the website for our community — a digital City Hall that serves those who live, work and play here on their terms, on any device, on any browser, at any time. If the website does not work for our community, it simply does not work.”

Rosalynn BlissMayor Rosalynn Bliss

Top Tasks

Put residents first
People don't browse government websites like they would a news site or online store. Our user-centered website designs are continuously tested and upgraded to empower you to put those people first. By prioritizing the most popular requests and tasks on your homepage, residents can quickly find the services they need most.

Learn more about OpenCities CMS

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