Need to Know

  • The City’s website is an essential worldwide public communication tool.
  • Nine months of extensive user research and testing involving 80 hours of community engagements, internal audiences, and stakeholders.
  • Built-in accessibility, with best practices and how-to guides for AODA and WCAG compliance, displayed inline to editors to help ensure consistency.
  • The new site features a flexible subsite functionality using Drupal Groups to enable city content administrators to create new related sites while maintaining administrative control.

The Brief

The City of London, Ontario (the City) is home to over 500,000 residents. It’s a hub for higher education, medical research, manufacturing, and technology. 


The City’s website is an essential public communication tool for Londoners and the world. The site offers online services and critical information regarding city programs and initiatives and serves as an operational tool for staff and council. 

The legacy website was difficult to navigate, with cluttered search results and outdated information. Its technology neared expiration, the site offered no tools or processes to support content governance and had accumulated an archive of over 14,000 PDFs and 10,000 other pages. 

The City wanted a new site with a service-oriented, plain language approach rather than a departmental site architecture. The site needed to be intuitive for users (whether residents, visitors, or businesses) to find information or accomplish tasks. The City embraced the opportunity to meet legal guidelines for accessibility and consider accessibility in all its planning to create a user-friendly digital experience for all.