Throughout the pandemic period, the City of Santa Monica has been committed to enhancing digital customer service. With this, new improvements have rolled out on santamonica.gov to prioritize access to information and usability with an emphasis on the public experience.
This multi-phase effort has seen a number of exciting enhancements over the past few months starting with a complete overhaul of the website’s menu and structure. Users can now easily find content organized by topic without having to know which City department or division is responsible for providing each service. The new structure is designed to encourage exploration by elevating content in multiple locations so users can find new programs, places, processes, and services while also being able to easily navigate or search the site.
In addition to an enhanced website structure, a number of new functionalities were introduced during this same time period. Users can now easily find information about City locations including the hours of operation, directions, programs, latest news, top resources, amenities and more. Using the available filters, the list of City locations can be narrowed down based on the location type and the unique amenities that each place offers.
Additionally, major strides were made to streamline processes which now include step-by-step instructions, answers to the most frequently asked questions and a breakdown of how to complete each process using the available methods — online, email, mail, phone, in-person, or mobile app. In alignment with the new site structure, each page provides a complete overview of the process from start to finish and brings information into one place regardless of which department or division is responsible for each step of the process.
For those who are interested in learning more about the City’s departments, the new department landing pages provide an overview of each department, a breakdown of the divisions, the latest news and updates, top resources, and a list of the department leadership.
The City is committed to ongoing improvements to our digital experience and will continue to share regular updates as new enchantments are rolled out.
Explore these enhancements on santamonica.gov.
Submitted by Constance Farrell, Public Information Officer