Modern citizen service of the city of Bornheim

User-friendly and close to the people.

Registered as a town since 1981, Bornheim with its 14 villages is today home to about 50,000 inhabitants. For them the city offers a total of 145 services on its new website with its 1,200 contacts. During the conception of the site, the focus was therefore on a citizen-oriented and clear structure of the diverse range of topics and services.

The creation of around 500 pages, the structuring of 145 municipal services according to target groups and needs, and ultimately building a bridge between public administration on the one hand and a digital offering close to the citizen on the other, were the central tasks in the relaunch of the digital presence of bornheim.de.

Extensive requirements survey:
What questions do citizens have? Which services do we want to depict digitally and how? How do we provide citizen-oriented and comprehensible access to our services? How can we structure the topics more clearly?
In seven workshops, with a total of twelve offices, we recorded the information and functional requirements of the employees of the municipal institution.

On this basis, we designed the new access routes to the offices and services, whereby the respective life situation was chosen as the entry point for visiting and using the website (user flow). Part of the result are so-called mega-menus (see figure), which directly provide a good overview of the topics offered.