The problem

Most city websites are organized around departments, not residents. Someone who wants to pay a water bill, report a pothole, and register for a parks program is routed through three different systems, or ends up calling the main line. The resident experience reflects the org chart, not the person's actual task.

The approach

Redesign around the resident's intent, not the department's structure. What does someone actually need at 11pm on a Tuesday? Permit status, bill payment, event lookup. One entry point, clean mobile experience, zero friction before the task is complete. Accessible by default, not retrofitted.

Why it matters

Every call diverted by a working self-service portal is 8–12 minutes of staff time saved. The ROI is measurable and fast. The founder lives in Campbell and has used the city's current website as a resident; the frustrations here aren't hypothetical. That's exactly the kind of insider perspective that makes better government software.