A hand is holding a mobile phone that displays a page from the PocketGov app, Denver's online service center where residents can report a problem or ask a question

Case Study

PocketGov Denver: A Self-Service Government App that Residents Love to Use

PocketGov Denver: A Self-Service Government App that Residents Love to Use

Challenge

Millions of dollars drained from the City and County of Denver’s budget as residents called 311 with simple questions that could be easily answered online. At $4 per call, the City and County of Denver needed to alleviate this gigantic expense. However, residents struggled to find the relevant information on the existing website. Effective was tasked with creating a responsive, self-service digital experience that would convert callers to clickers. The solution was a reimagined PocketGov Denver, a personalized platform offering a myriad of services and opportunities for resident engagement.

Approach

Informed by ethnographic research, heuristic analysis, and extensive usability testing, Effective made a series of design and functional enhancements to increase PocketGov’s user adoption and engagement. In partnership with the City and County of Denver, Effective also developed the majority of the HTML and CSS for all the webpages and created a large portion of the full stack built on Angular.

Solution

Over the course of the project, the team delivered an updated experience and visual design for the PocketGov app. The visual and information hierarchy was reorganized to center service features and increase visibility and access. Tools for searching, sorting, and saving these services were added to the digital experience. A new responsive design system was created for a seamless flow of content and UI elements across devices. Finally, Effective added high value features like payments and scheduling functions to the application.

Outcome

Launched in January 2015, the new PocketGov provides an ever-expanding personalized experience, with new services launching monthly. The platform allows Denver residents to engage with their government in a number of ways. From phone, tablet or desktop, the new PocketGov.com allows residents to report problems in their neighborhoods, ask questions, renew vehicle license plates, store library and recreation center cards, sign up for personalized services like street sweeping and waste pick-up reminders, and more. Nearly 20,000 Denver residents have created personalized user accounts on PocketGov.com, and more than 42,000 311 requests, inquiries, or complaints have originated through the tool, furthering the city’s goal of converting calls to clicks.

PocketGov Denver was honored with a Stevies’ Gold at the 14th Annual American Business Awards, with one judge stating “This app should set the standard for government apps.”

Press Release Work with Us
Multiple pages from the PocketGov app are displayed to show the user experience of how residents can use the app to report a problem or ask a question
A quote from Denver Mayor Michael B. Hancock: “PocketGov allows us to bring services to our residents wherever they are, saving them and the city time and money.”
A page from the PocketGov app is displaying a list of services that residents can select from special events, b-cycle, ballot boxes and VSPC, and election results