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Digital Foundations

Build a digital environment that is secure, reliable, connected, & manageable.

Why it Matters

Technology changes, suppliers change, and problems eventually happen. Understanding where information is stored, who has access, how systems connect, and what happens when something goes wrong can help municipalities reduce risk and retain greater control over their digital services.

Is information entered once and reused wherever it is needed?

When it's working well

Information is entered once and shared with the systems that need it. Form submissions go directly to where staff work.

A quick win

Ask each department to name one piece of information they enter twice. Choose the most common one and check whether the two systems can already connect. Many can, without new software.

Foundations

Security & Privacy

FOUNDATION

Protect municipal systems, accounts, and the information people provide.

Municipal websites may collect personal information through forms, applications, payments, registrations, and service requests. Clear access controls, secure handling practices, and an understanding of where information goes can help reduce risk without requiring staff to become cybersecurity experts.

Things to consider:

  • Who has administrative access?
  • Is multi-factor authentication enabled?
  • What personal information is being collected?
  • Where is submitted information stored?
  • Are systems kept updated and old data removed?
A secure online application form next to a shield with a padlock, and a checklist: encrypted connection, two-step staff sign-in, regular security updates and a clear privacy notice.

Reliability & Recovery

FOUNDATION

Keep digital services available and make sure they can be restored when something goes wrong.

Websites and connected systems can fail for many reasons, from software issues to supplier outages or accidental changes. Monitoring, backups, and clear recovery plans can help municipalities respond more quickly and reduce disruption.

Things to consider:

  • Is the website monitored for outages?
  • Are backups created automatically?
  • Are backups stored separately from the live website?
  • Has the municipality tested restoring from backup?
  • Is there a plan for urgent publishing during an outage?
A website backed up to the cloud every night and restorable in minutes, with 99.9 percent uptime and three steps for when something breaks: alert staff, restore the last backup, tell residents.

Integrations & Portability

FOUNDATION

Connect municipal systems while keeping information accessible and transferable.

Municipal websites often need to exchange information with payment tools, booking systems, maps, forms, and other platforms. Clear integrations can reduce duplicate work, while portable data helps ensure municipalities are not locked into a single supplier or system.

Things to consider:

  • What systems does the website connect to?
  • Can information move between systems automatically?
  • Can municipal data be exported in a usable format?
  • Could that information be moved to another supplier?
  • Are important integrations documented?
A website at the centre, connected to the calendar, payments, maps and GIS, the newsletter and records, so information is entered once and shown everywhere, and data can be exported at any time.

Support & Lifecycle

FOUNDATION

Make sure the technology remains supported, understood, and manageable over time.

Digital platforms need ongoing attention as staff change, suppliers evolve, software is updated, and older technology reaches the end of its useful life. Clear support responsibilities and lifecycle planning can help municipalities avoid surprises and make future changes easier to manage.

Things to consider:

  • Who is responsible for ongoing support?
  • Are support and escalation contacts documented?
  • Are recurring costs and licences understood?
  • Is there a clear plan for upgrades and maintenance?
  • What happens if the municipality changes suppliers?
A timeline showing that a website is never finished: launch, monthly updates, a yearly review and a refresh around year five, with someone who owns it and has time set aside.

How well does your website work for residents?

Take the free check-up. In about 20 minutes you'll walk through everyday situations, like reporting a pothole or finding a council agenda, and get a plain-language check-up report of what's working and what to tackle first.

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