Case Study: Town of Manchester achieves a modern digital engagement ecosystem with Granicus

How Manchester, CT developed a successful digital engagement ecosystem

The Town of Manchester, CT—a historic community of about 55,000 residents—faced a 20-year-old website and a lack of trackable, modern digital engagement. Director of Communications Brianna Smith needed a way to better connect with residents and move services online to meet growing demand for digital options.

After a communications audit, Manchester implemented EngagementHQ, OpenCities, and OpenForms to build a digital engagement ecosystem. The tools streamlined information sharing and forms, moved roughly 70% of services online, cut website bounce rate by 30%, reduced time to find information by 50%, and drove a 100x increase in public program responses, helping inform projects like the parks master plan and library redesign.

Town of Manchester

Brianna Smith

Director of Communications and Civic Engagement