A website for municipalities and public services
where a resident can actually find and finish a task

The problem in municipalities and public services

A resident visiting a municipal website almost always has a single concrete task in mind: pay a bill, book a permit appointment, download a form, check a request’s status. Many public-sector sites, however, are organized around the office’s internal department structure, which makes sense to the people who built it and almost never matches how a resident thinks about their own task.

The second problem is forms. A resident ready to apply for a permit or submit a request is often met with a PDF to download, print, fill out by hand and bring in person or mail, which adds real friction at the exact moment they were ready to act, and a meaningful share of people who start that process give up partway through.

The third is accessibility, which matters more for a public-sector site than almost any other category, since the audience by definition includes residents with a wide range of abilities, devices and connection speeds, yet accessibility is often treated as an afterthought fixed after a complaint rather than built in from the start.

A fourth, often invisible until someone checks, is that most public-sector sites have no real tracking on whether a resident actually completed a task: traffic is measured, but nobody can say how many visitors who started a form actually submitted it, which makes it impossible to know where residents are getting stuck.

What we build for municipalities and public services

A site structured around resident tasks, not department charts: a resident looking for “pay my water bill” or “book a permit inspection” finds that task directly, with the relevant department handled behind the scenes rather than requiring the resident to know which office to ask. Online forms with document upload replace the PDF-print-mail cycle, writing directly into your case-management system or a structured spreadsheet.

Appointment booking is built into the site, synced to real staff availability so nobody double-books a slot, and accessibility, screen-reader support, keyboard navigation, sufficient color contrast, is built in from the start rather than patched in after a complaint. The site is mobile-first, since public-sector traffic skews heavily toward phones and often slower connections, which shapes how the site loads and what it asks of a visitor’s device.

Typical integrations: your case-management or permit system, a calendar tool for appointment booking, GA4 or PostHog for task-completion tracking, and your office’s existing email or ticketing tool for request routing.

How it works in 3 to 6 weeks

1. Audit of your current site and processes. What tasks residents actually come to do, and where the current site loses them.
2. Structure and content. Task-based navigation, form fields and accessibility requirements, written with your office staff.
3. Build. The site, the forms and the booking calendar, with task-completion tracking built in from the start.
4. Launch. Accessibility testing, content review in every required language, mobile testing, a soft launch.
5. Handover. Full source code, hosting access and documentation in your office’s name.

What it costs

Typical results

Public bodies that replace a PDF-download-and-mail process with a direct online form typically see form-completion rates rise by a factor of two to four, an industry-wide pattern that comes from removing the friction of printing, filling out by hand and mailing or delivering a form back. Task-based redesigns commonly reduce the time residents spend searching for the right page compared to a department-based layout. These are typical ranges reported across public-sector websites, not a guarantee for every office, since service complexity and resident demographics both move the number. Our own numbers are in the case studies: a five-language residential development site maintained and edited in every language at once is detailed in the Montenegro real estate site case study, and marketing and a records-integrated website built from zero for a network of medical centres is in the medical centres case study.

Why Senator Media

We build accessibility and task-based structure in from the first wireframe, not as a fix after launch, because retrofitting either one later is always more expensive than building it right the first time. The price is fixed once the plan is agreed, you get a working preview every week during the build, and the site, its code and its content stay in your office’s own accounts.

If your real bottleneck is a case-management process that only works because one staff member tracks everything in a personal spreadsheet, we will say so, since a fast new site pointed at a fragile process just breaks more visibly once more residents start using it.

Pair this site with a WhatsApp bot for municipalities and public services so residents get the same booking and status information on a channel they already use. See the full package breakdown on the development service page, or get a written plan with a fixed price for your office.