Pittsburgh, PA – Today, the Pittsburgh Water and Sewer Authority (PWSA) launched a new user-focused website, www.pgh2o.com. It provides our customers with the ability to more easily complete tasks, find information, and use the site from a phone or tablet.
“The launch of our new website reflects the progress we are making as a modern utility,” said Robert Weimar, Executive Director of the Pittsburgh Water and Sewer Authority. “It takes into consideration the feedback we heard from our customers and provides the functionality they want. The new site delivers on our commitment to being accountable, accessible, and transparent to our customers.”
We initiated a data-driven approach, working with our design partner Interpersonal Frequency (IF), to create a site that prioritizes the user experience and feedback from our customers. Results from a user survey conducted this spring revealed the top priorities of our customers. Improved navigation, fewer clicks to log into account information, better access to project and program information, and content that was easier to read and understand were the most vital changes they wanted to see.
The new site features improved navigation, the ability to complete more tasks online, and streamlined content to highlight information users are seeking. Additionally, it provides staff with more control of the site and establishes a new user-friendly design. The redesign also ensures that our website meets current Americans with Disabilities Act (ADA) requirements, utilizes responsive technology to allow for easy viewing on smartphones or tablets, and is optimized to appear in Google search results.
A significant improvement provides our customers with the ability to complete and submit forms online. Previously, many forms customers used to make service changes, report an issue, or request a map had to be printed and filled out by hand or requested by calling Customer Service. Now many can be completed by filling out the required fields on a webform and submitted with the click of a button.
Analytics is an essential component of maintaining the site. We will use IF’s proprietary tool, Voice of Citizen®, and Google Analytics to track the user experience. Approximately six months after the site launches, we will conduct another user survey to measure customer satisfaction with the new website.
We are proud to launch the new website and encourage customers to take the time to explore it. You can share feedback by completing the website feedback webform and submit it directly to PWSA’s Department of Public Affairs. We completed the project on time and within budget. The contract with IF to design and develop the new site was $192,500. They will continue to support and host the website following the launch. IF is a 100% minority-owned business enterprise.