June 11, 2024 • 14 mins
On June 7, the City of Kingston launched a new website. Fully rebuilt from the ground up, the new site puts the services community members need front and centre. In our first-ever bonus episode of Tell Me More, the City of Kingston Podcast, we hear from Scott Tulk who managed the team behind the City’s website overhaul.
This short bonus episode focuses on the launch of the new site; if you’d like to dig into more background, check out our previous conversation with Scott in 2023 about the project.
And if you haven’t yet, visit CityofKingston.ca and let us know what you think!
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
(00:03):
Hello, hello and welcome to Tell MeEven More.
The City of Kingston bonus podcast.
I'm host Autumn Hulmeand you heard that right?
Bonus episode.
We're going to try to bringsome more of these to you as well.
We'll focus on quicker
updates on timely things and well,I don't think we've actually
committed to the name.
Tell me even more. I'm going to use ittoday.
here with me for our first bonusepisode is Scott Tulk, manager of Digital
(00:24):
Transformation, Architecture and Planning,or as we like to call it, DTAP
which is the team that handles the city'swebsite and digital content.
earlier this week, the city launcheda fully redesigned website,
so they're pretty excitedto talk about this.
Scott. Welcome back.
you joined me last February, actually,to talk about this very project.
And at that timeyou're in the early stages.
(00:44):
So thanks for joining me today.
Yeah. Thank you for having me on them.
Nice to be here. Yeah.
And so for folks out there listening,if you haven't listened
to the previous episodewe did, I really recommend you do it.
We get into the weedsabout what's involved
in, planning for a big project like this,how you take an organization
like the City of Kingston,redo the website, some history
about our old one and, yeah,what's changed in that little while?
(01:07):
This one. We're just going to focusa little bit on, on the launch.
So. Yeah.
we'll link that old one in the show notesand take a peek.
All right.
Scott, at the time we're recording this,it's been about 48 hours
since your team launched the site.
So how's it feelto have it out in the world now?
Very exciting.
really proud of the the team,
(01:28):
the effortthey put in, everybody that contributed.
And, I mean, it's a really, really largegroup that provided input and feedback.
so we're really excited about it,and we're excited for the community
to have access to simplified information
and a better, more moderndigital experience on the website.
(01:49):
Must feel a bit of relief, too.
It's definitely a bit of a relief.
everything went fairly smoothly.
Yeah, I mean, it it's always,you know, glitches here
and there as you roll out a new, a new product.
But, all all told,I mean, everything was pretty smooth
within our window of, of, transitioning.
(02:09):
It took a couple hours to get allthe kinks worked out and validated, but.
Looks good. That's awesome.
So now that it's live, nowthat people can, you know, go to King,
City of Kingston and see it,what can users expect to find there?
Well, definitely.
there's a lot that's not there.
So give need a lot of old kindof irrelevant content.
(02:31):
So that was huge focus was just to,
you know, get,get the site more streamlined.
but beyond that,I mean, it's really, focused information
about what's going onin, in the city of Kingston.
we really tried to tailor this versionof the core website
and city of Kingston, Dhaka,to be focused on information delivery,
(02:53):
that people need to kind of knowwhat's happening and, and get service.
and so,
you know, those are the kinds of thingsthat, we really focused on.
And eventcalendars is a, a big central piece.
and, yeah, news.
I mean, it's
just constantly going to be being updatedwith the latest and greatest.
(03:15):
And, just as importantly,we'll be focusing a lot of time and energy
on keeping it streamlined and making surethat it's the most relevant information
that's available while remainingtransparent, focused and accessible.
Yeah. So yeah.
And find what they're looking for faster.Absolutely.
That's a good I'm glad you broughtthat up.
Is the, accessibility angle.
So that was, a keypillar of the strategy.
(03:38):
is transitioning from harder to make,
you know, accessible formats like PDFs,
to more web content, which is a loteasier to manage and provides
a better experience in the endfor people with disabilities, less
when people don't have to goand download a document.
And they can absolutely go rightthrough here.
(03:58):
Absolutely. And sometimes,obviously, it's unavoidable.
There's there's contentthat's always going to be in that format.
But, you know, by focusingmore of our time and energy on the
the web content side of it,it'll be better for everybody.
That's exciting and really keepingsort of the
the end user in mind, the person,you know, whoever's accessing the site
that sort of been the focusthroughout this, this development process.
(04:19):
So that's great to hear.
it's new.
So okay.
Well, why don't we actually
why don't we pause on that user experiencea bit for a moment?
how did that factorinto the site's development?
Could you tell me a bitabout how that what the role was?
Absolutely.
So it kind of startsand without getting too philosophical,
but it does sort of startwith the right mindset at the start,
(04:42):
that you really dowant to be thinking about your, you know,
community of users and how they're goingto access information, what they need.
and sothat was kind of built into our thought
process, the whole way through, early on.
Jen, team, led our public engagement
to get input on, you know, the navigationstructure that we were considering.
(05:06):
And that was really well done.
We hundreds of people participateand contributed to that.
and then throughout the process,it was lots of engagement
with our business stakeholders.
And inside, it needs to really workfor them as well as the public, obviously.
But, and one of our kind of guiding
principles overall was,
(05:27):
you know, if we have to make a decisionthat the needs of the public
would come first, and then the needs ofthe corporation will kind of come second.
That's not always the caseon municipal websites.
There's so many pressuresto do certain things and short time frame.
So yeah, it's kind of hardto lose sight of that or it's easy
to lose sight of that in kind of,you know, expose too much of the
(05:48):
internal operation of the organizationand get away from the service angle.
And, yeah, people are interested in inyou know, whether a particular program
belongs to a specific internal department,they want to know,
how do I access informationon that program? Right.
Exactly where it sits in an org chart
that matters more to say, city staff.
(06:09):
Exactly.
And and it's, you know, there's enough,
you know, cross oversometimes in those areas
it's hard to differentiateand it's easy to kind of,
you know, lose sight of that.
But that's really ultimately it's it'smeant to be an easy place,
one place to go.
I don't need to know how the service isdelivered.
(06:29):
I just need to know how to accessthat service and that information.
And that's really been our focusthe whole time. Right.
So I know, I know, the prime focus hasbeen sort of the main corporate website.
but that also included like the KingstonTransit website as well.
Got an update as part of this process.
but are there any other new features,tools or options for users
that are coming into this or.
Sounds like we're sort of strippingmore away, maybe fine tuning?
(06:52):
Did we add anything?
Well,we kept as much, in place as we could.
but a lot of things had shiftedto a different, more appropriate platform.
So, the role of the the main site,
you know, early in the, strategysort of phase was
let's make it really focus on informationdelivery and finding services.
(07:16):
and then we introduced Mike Kingston
last year, as a way for the communityto log in and access
an ever growing pool of servicesin that one location.
And the nice thing
there is over time, we'll be able to buildin personalization options.
So today
you can favorite your favorite servicesthat maybe you're accessing regularly.
(07:39):
And those kind of come upto the top of your, your home page,
and will be just increasingthat pool of services
available there, over time.
And then the other piecethat, was also launched with the website,
is council and committee, platform.
(08:02):
that's new.
And so it'skind of best in breed of what it does.
So it helps the internal organizationmanage council
committee meetings and agendas and reportsmuch better than we have before.
And it's tightly integratedinto the new website in various places.
So through the calendar, event feedsand things like that.
So it should be a lot easier for,the community to access
(08:26):
and find what's happening on that, council, side of things as well.
So it's been a big, multi-prongedkind of approach.
Yeah.
less about, specific widgets and kind of new gadgets.
We do have ideas for those things. Yes.
So we're all at. Yeah.
You're working at that nextcouple of months again.
(08:48):
Yeah. Yeah.
So like just to give youan example though, like yeah.
So one of the
challenges we've had overthe years is going back to the PDF idea,
aside from itbeing hard to make those fully accessible,
they've been used historically for formsfor people
(09:08):
to complete, to sign up to programsor provide information.
not the most. Yeah.
Not the easiest to navigatewhen you have to print them off
and, and sign them, for example,those kinds of things.
So we spent a lot,a lot of time converting
most of those wherever we could
(09:28):
into modern web formswhere you complete right, right away.
And because we have Mike Kingston in place
with a login for everything, right?
All of your forms are completedwith your identity
at the same time and pre-filled withwe kind of make it easy for you.
And so you have to keep repeatedlyentering the same information and, one,
(09:51):
one sort of connection for the city,one connection for all the city services
and the capacity to kind of personalizeyour experience a bit.
It sounds like exactly.
And and, you know, internally,it helps us,
have access to your latest information.
So when you move, if you, you know,
through my Kingston experienceand not everything's my Kingston yet.
(10:13):
So I just want to make that point.That's good there.
But for thethe services that are in my Kingston,
when you update your addressor personal information in one service,
it's updated centrally.
So all serviceskind of get the benefit of that.
And that just helps us keep in touch withyou better and keep things up to date.
(10:34):
Keep keep the services moving better.
That's exciting.
we'll definitely have to get you backto talk about that.
about the Mike Kingston
Process project and, and what's
come online onto that, because I knowthere's more coming into that.
over the next little while.
Well, and one that is, is kind of a newand exciting one that is, is also new.
(10:55):
We've launched a lot.
It's been a big week for you.
Well, yeah.
but it is the my tax, portal.
Okay.
And so that lets you manage your,your property taxes online with us.
now and that's a going to bea great experience.
And that's available today as welland is connected to my Kingston.
And so as we roll outnew services like that it'll just continue
(11:18):
to increase that environment.
That's fantastic.
So it sort ofsounds like maybe at first glance
people are going to look at the same.They're like, well, that looks pretty.
But underneath there's a lot of stuffthat's happening that's running it
that's kind of new, better,more efficient, more effective.
yeah. It's subtle.
Yeah.
and and we did try towe did aim for that.
(11:40):
Right.
It's, we're trying to make experiencesbetween the different technologies
look very similar.
So you may not even necessarily realize,and it's not such a shock
that you're going to a different platform.
that was important because that just helpspeople navigate and know what to do.
and, easierto learn one navigation system than ten.
(12:01):
It. Well, exactly.
And it's not such a shock.
And, you know,how do I get back and you know,
so there's going to be growing pains.
There's for sure, I think 25 or so citywebsites and applications out there.
Okay.
and so it's not as simple as it May
1st appear and,and it's a long term kind of endeavor.
But one of the things I'm really proudabout is just the fact that we've,
(12:24):
you know, corporately, taken the steps
to be able to sustain this, this momentumand this new approach.
And, we're really kind of in itfor the long term.
So that we sustainand don't backslide to kind of,
you know,not so great practices of the past.
Yeah.
So the site redesign was reallyjust kind of the first step.
(12:44):
Well, it is, and a lot of ways were madeand it's an exciting first step.
So yeah that's awesome. Well okay.Well keep your eyes out folks.
It sounds like there's more to come.
I really just have one more question.
what are what are you most excited aboutwith this launch now that's out there?
Well, I think, you know, kind of keeping
in the theme of it's, for the community.
I'm most excited for the communityto experience it.
(13:06):
we really hopethat it's a better experience.
but we're always, you know, not user,
you know, public kind of user feedbackloop.
Yeah.We always want to hear from people. Yeah.
And so there are options on the websiteto provide feedback.
If something isn't working.
We definitely want to hear about it.
and it's important that I know you know,
(13:28):
it can always feel likeis anyone going to listen to this. Yes.
But what we need is, you know,if multiple people
are having the same problems, right?
It's just kind of give us the feedback.Yeah.
We'll see the most prevalent problemsand work on those.
And opportunities to enhance things.
And for us, it's really that establishingthat learning cycle
with our communitythat's really important.
So yeah, a continual improvementtaking that kind of,
(13:51):
continuous feedback and figuring outhow you can improve the product for them.
Exactly. It's so important.
And and that'show we're going to maintain and sustain
positive user experienceover the long term.
So very excited to hear what people think.
Awesome. Well,thanks so much for joining me, Scott.
and thank you everyonefor listening to our first bonus episode.
(14:13):
And along with the launch of ournew website, it seems appropriate to me
that we use the first bonus episodeto launch a new website.
So, you can find our past episodeswherever you get podcasts, likely
wherever you're listening to this one now.
And if you want to connect with us,find the City of Kingston on social media
or email us at Podcasts@CityofKingston.ca.
Yeah.
Thank you everybody.
And, we'll see you nextmonth with regular episode.
Hello, hello and welcome to Tell MeEven More.
The City of Kingston bonus podcast.
I'm host Autumn Hulmeand you heard that right?
Bonus episode.
We're going to try to bringsome more of these to you as well.
We'll focus on quicker
updates on timely things and well,I don't think we've actually
committed to the name.
Tell me even more. I'm going to use ittoday.
here with me for our first bonusepisode is Scott Tulk, manager of Digital
(00:24):
Transformation, Architecture and Planning,or as we like to call it, DTAP
which is the team that handles the city'swebsite and digital content.
earlier this week, the city launcheda fully redesigned website,
so they're pretty excitedto talk about this.
Scott. Welcome back.
you joined me last February, actually,to talk about this very project.
And at that timeyou're in the early stages.
(00:44):
So thanks for joining me today.
Yeah. Thank you for having me on them.
Nice to be here. Yeah.
And so for folks out there listening,if you haven't listened
to the previous episodewe did, I really recommend you do it.
We get into the weedsabout what's involved
in, planning for a big project like this,how you take an organization
like the City of Kingston,redo the website, some history
about our old one and, yeah,what's changed in that little while?
(01:07):
This one. We're just going to focusa little bit on, on the launch.
So. Yeah.
we'll link that old one in the show notesand take a peek.
All right.
Scott, at the time we're recording this,it's been about 48 hours
since your team launched the site.
So how's it feelto have it out in the world now?
Very exciting.
really proud of the the team,
(01:28):
the effortthey put in, everybody that contributed.
And, I mean, it's a really, really largegroup that provided input and feedback.
so we're really excited about it,and we're excited for the community
to have access to simplified information
and a better, more moderndigital experience on the website.
(01:49):
Must feel a bit of relief, too.
It's definitely a bit of a relief.
everything went fairly smoothly.
Yeah, I mean, it it's always,you know, glitches here
and there as you roll out a new, a new product.
But, all all told,I mean, everything was pretty smooth
within our window of, of, transitioning.
(02:09):
It took a couple hours to get allthe kinks worked out and validated, but.
Looks good. That's awesome.
So now that it's live, nowthat people can, you know, go to King,
City of Kingston and see it,what can users expect to find there?
Well, definitely.
there's a lot that's not there.
So give need a lot of old kindof irrelevant content.
(02:31):
So that was huge focus was just to,
you know, get,get the site more streamlined.
but beyond that,I mean, it's really, focused information
about what's going onin, in the city of Kingston.
we really tried to tailor this versionof the core website
and city of Kingston, Dhaka,to be focused on information delivery,
(02:53):
that people need to kind of knowwhat's happening and, and get service.
and so,
you know, those are the kinds of thingsthat, we really focused on.
And eventcalendars is a, a big central piece.
and, yeah, news.
I mean, it's
just constantly going to be being updatedwith the latest and greatest.
(03:15):
And, just as importantly,we'll be focusing a lot of time and energy
on keeping it streamlined and making surethat it's the most relevant information
that's available while remainingtransparent, focused and accessible.
Yeah. So yeah.
And find what they're looking for faster.Absolutely.
That's a good I'm glad you broughtthat up.
Is the, accessibility angle.
So that was, a keypillar of the strategy.
(03:38):
is transitioning from harder to make,
you know, accessible formats like PDFs,
to more web content, which is a loteasier to manage and provides
a better experience in the endfor people with disabilities, less
when people don't have to goand download a document.
And they can absolutely go rightthrough here.
(03:58):
Absolutely. And sometimes,obviously, it's unavoidable.
There's there's contentthat's always going to be in that format.
But, you know, by focusingmore of our time and energy on the
the web content side of it,it'll be better for everybody.
That's exciting and really keepingsort of the
the end user in mind, the person,you know, whoever's accessing the site
that sort of been the focusthroughout this, this development process.
(04:19):
So that's great to hear.
it's new.
So okay.
Well, why don't we actually
why don't we pause on that user experiencea bit for a moment?
how did that factorinto the site's development?
Could you tell me a bitabout how that what the role was?
Absolutely.
So it kind of startsand without getting too philosophical,
but it does sort of startwith the right mindset at the start,
(04:42):
that you really dowant to be thinking about your, you know,
community of users and how they're goingto access information, what they need.
and sothat was kind of built into our thought
process, the whole way through, early on.
Jen, team, led our public engagement
to get input on, you know, the navigationstructure that we were considering.
(05:06):
And that was really well done.
We hundreds of people participateand contributed to that.
and then throughout the process,it was lots of engagement
with our business stakeholders.
And inside, it needs to really workfor them as well as the public, obviously.
But, and one of our kind of guiding
principles overall was,
(05:27):
you know, if we have to make a decisionthat the needs of the public
would come first, and then the needs ofthe corporation will kind of come second.
That's not always the caseon municipal websites.
There's so many pressuresto do certain things and short time frame.
So yeah, it's kind of hardto lose sight of that or it's easy
to lose sight of that in kind of,you know, expose too much of the
(05:48):
internal operation of the organizationand get away from the service angle.
And, yeah, people are interested in inyou know, whether a particular program
belongs to a specific internal department,they want to know,
how do I access informationon that program? Right.
Exactly where it sits in an org chart
that matters more to say, city staff.
(06:09):
Exactly.
And and it's, you know, there's enough,
you know, cross oversometimes in those areas
it's hard to differentiateand it's easy to kind of,
you know, lose sight of that.
But that's really ultimately it's it'smeant to be an easy place,
one place to go.
I don't need to know how the service isdelivered.
(06:29):
I just need to know how to accessthat service and that information.
And that's really been our focusthe whole time. Right.
So I know, I know, the prime focus hasbeen sort of the main corporate website.
but that also included like the KingstonTransit website as well.
Got an update as part of this process.
but are there any other new features,tools or options for users
that are coming into this or.
Sounds like we're sort of strippingmore away, maybe fine tuning?
(06:52):
Did we add anything?
Well,we kept as much, in place as we could.
but a lot of things had shiftedto a different, more appropriate platform.
So, the role of the the main site,
you know, early in the, strategysort of phase was
let's make it really focus on informationdelivery and finding services.
(07:16):
and then we introduced Mike Kingston
last year, as a way for the communityto log in and access
an ever growing pool of servicesin that one location.
And the nice thing
there is over time, we'll be able to buildin personalization options.
So today
you can favorite your favorite servicesthat maybe you're accessing regularly.
(07:39):
And those kind of come upto the top of your, your home page,
and will be just increasingthat pool of services
available there, over time.
And then the other piecethat, was also launched with the website,
is council and committee, platform.
(08:02):
that's new.
And so it'skind of best in breed of what it does.
So it helps the internal organizationmanage council
committee meetings and agendas and reportsmuch better than we have before.
And it's tightly integratedinto the new website in various places.
So through the calendar, event feedsand things like that.
So it should be a lot easier for,the community to access
(08:26):
and find what's happening on that, council, side of things as well.
So it's been a big, multi-prongedkind of approach.
Yeah.
less about, specific widgets and kind of new gadgets.
We do have ideas for those things. Yes.
So we're all at. Yeah.
You're working at that nextcouple of months again.
(08:48):
Yeah. Yeah.
So like just to give youan example though, like yeah.
So one of the
challenges we've had overthe years is going back to the PDF idea,
aside from itbeing hard to make those fully accessible,
they've been used historically for formsfor people
(09:08):
to complete, to sign up to programsor provide information.
not the most. Yeah.
Not the easiest to navigatewhen you have to print them off
and, and sign them, for example,those kinds of things.
So we spent a lot,a lot of time converting
most of those wherever we could
(09:28):
into modern web formswhere you complete right, right away.
And because we have Mike Kingston in place
with a login for everything, right?
All of your forms are completedwith your identity
at the same time and pre-filled withwe kind of make it easy for you.
And so you have to keep repeatedlyentering the same information and, one,
(09:51):
one sort of connection for the city,one connection for all the city services
and the capacity to kind of personalizeyour experience a bit.
It sounds like exactly.
And and, you know, internally,it helps us,
have access to your latest information.
So when you move, if you, you know,
through my Kingston experienceand not everything's my Kingston yet.
(10:13):
So I just want to make that point.That's good there.
But for thethe services that are in my Kingston,
when you update your addressor personal information in one service,
it's updated centrally.
So all serviceskind of get the benefit of that.
And that just helps us keep in touch withyou better and keep things up to date.
(10:34):
Keep keep the services moving better.
That's exciting.
we'll definitely have to get you backto talk about that.
about the Mike Kingston
Process project and, and what's
come online onto that, because I knowthere's more coming into that.
over the next little while.
Well, and one that is, is kind of a newand exciting one that is, is also new.
(10:55):
We've launched a lot.
It's been a big week for you.
Well, yeah.
but it is the my tax, portal.
Okay.
And so that lets you manage your,your property taxes online with us.
now and that's a going to bea great experience.
And that's available today as welland is connected to my Kingston.
And so as we roll outnew services like that it'll just continue
(11:18):
to increase that environment.
That's fantastic.
So it sort ofsounds like maybe at first glance
people are going to look at the same.They're like, well, that looks pretty.
But underneath there's a lot of stuffthat's happening that's running it
that's kind of new, better,more efficient, more effective.
yeah. It's subtle.
Yeah.
and and we did try towe did aim for that.
(11:40):
Right.
It's, we're trying to make experiencesbetween the different technologies
look very similar.
So you may not even necessarily realize,and it's not such a shock
that you're going to a different platform.
that was important because that just helpspeople navigate and know what to do.
and, easierto learn one navigation system than ten.
(12:01):
It. Well, exactly.
And it's not such a shock.
And, you know,how do I get back and you know,
so there's going to be growing pains.
There's for sure, I think 25 or so citywebsites and applications out there.
Okay.
and so it's not as simple as it May
1st appear and,and it's a long term kind of endeavor.
But one of the things I'm really proudabout is just the fact that we've,
(12:24):
you know, corporately, taken the steps
to be able to sustain this, this momentumand this new approach.
And, we're really kind of in itfor the long term.
So that we sustainand don't backslide to kind of,
you know,not so great practices of the past.
Yeah.
So the site redesign was reallyjust kind of the first step.
(12:44):
Well, it is, and a lot of ways were madeand it's an exciting first step.
So yeah that's awesome. Well okay.Well keep your eyes out folks.
It sounds like there's more to come.
I really just have one more question.
what are what are you most excited aboutwith this launch now that's out there?
Well, I think, you know, kind of keeping
in the theme of it's, for the community.
I'm most excited for the communityto experience it.
(13:06):
we really hopethat it's a better experience.
but we're always, you know, not user,
you know, public kind of user feedbackloop.
Yeah.We always want to hear from people. Yeah.
And so there are options on the websiteto provide feedback.
If something isn't working.
We definitely want to hear about it.
and it's important that I know you know,
(13:28):
it can always feel likeis anyone going to listen to this. Yes.
But what we need is, you know,if multiple people
are having the same problems, right?
It's just kind of give us the feedback.Yeah.
We'll see the most prevalent problemsand work on those.
And opportunities to enhance things.
And for us, it's really that establishingthat learning cycle
with our communitythat's really important.
So yeah, a continual improvementtaking that kind of,
(13:51):
continuous feedback and figuring outhow you can improve the product for them.
Exactly. It's so important.
And and that'show we're going to maintain and sustain
positive user experienceover the long term.
So very excited to hear what people think.
Awesome. Well,thanks so much for joining me, Scott.
and thank you everyonefor listening to our first bonus episode.
(14:13):
And along with the launch of ournew website, it seems appropriate to me
that we use the first bonus episodeto launch a new website.
So, you can find our past episodeswherever you get podcasts, likely
wherever you're listening to this one now.
And if you want to connect with us,find the City of Kingston on social media
or email us at Podcasts@CityofKingston.ca.
Yeah.
Thank you everybody.
And, we'll see you nextmonth with regular episode.
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