Case Study: indy.gov transforms government service delivery with CityBase

To build an outstanding digital presence, officials in Indianapolis-Marion County first had to view the world through their customers’ eyes

The city-county government of Indianapolis-Marion County, indy.gov, faced an outdated and fragmented website that was difficult for citizens to navigate. The site was designed around the internal structure of over 40 departments rather than user needs, making it hard to find information and complete transactions. To address this, they partnered with CityBase on the Shift Indy initiative, which utilized the CityBase platform to create a unified, citizen-centric digital experience.

CityBase provided the platform and partnered with indy.gov to streamline content and digitize services, integrating with back-end systems via APIs. This solution replaced manual processes, enabling residents to complete tasks like applying for property tax deductions online in as little as 20 minutes instead of 10 days. The new Indy.gov, featuring 60 digital services, won an innovation award and significantly improved citizen engagement and government transparency.

indy.gov