Overview
Key Metrics & Impact
This case is based on a New Hampshire town of about 12,000 residents with a Select Board, Town Administrator, more than 15 boards and commissions, and around 40 employees. The key strength of the engagement was not only the initial redesign, but the multi-year expansion path: Year 1 focused on the website foundation, Year 2 introduced GIS, permitting, payments, and SSO integrations, and Year 3 added a resident dashboard, multilingual support, push notifications, and analytics for town leadership.
Maintained a 3-year continuous contract with 2 renewals.
Achieved 99.97% cumulative uptime.
Processed $4.2M in online payments during 2025.
Increased permit submissions to 87% online, up from 12% in 2023.
Reached 3,400 active resident accounts, or about 28% of the population.
Maintained Lighthouse Accessibility 100 throughout expansion, with zero regression accessibility issues.
