Case Study: indy.gov transforms citizen services with CityBase

How Indianapolis Transformed Government Service

The City of Indianapolis-Marion County (indy.gov) faced the challenge of an outdated, fragmented website that was designed around its internal departments rather than the needs of its citizens. This made finding information and completing transactions difficult. To address this, the customer partnered with vendor CityBase on the Shift Indy initiative, which utilized the CityBase platform to create a centralized, citizen-centric digital experience.

CityBase implemented a unified platform that streamlined content and digitized services, integrating with the city's back-end systems via APIs. This solution transformed Indy.gov into an intuitive portal offering 60 digital services. The results were significant, with processes like the homestead deduction being reduced from 10 days to as little as 20 minutes. The project's success earned the city an innovation award and drastically improved citizen engagement and government transparency.

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