MAJOR US CITY
Migrating to AEM as a Cloud Service Improves Performance by Over 40%
The official website of a Major US City is the central hub for city resources and news, providing residents, businesses, and visitors with information and services.
- Services
- Migration
- Technical Architecture
- Development
- Content Migration & Updates
- Test Automation
- Technologies
- AEM Cloud
- Google translate
- Java
Oshyn implements AEM as a Cloud Service for multiple department websites for a major city in the United States.
The Challenge
Whether a small business owner is applying for a permit, a parent is checking the status of school closures, or a visitor is looking up transit options, millions rely on the website to navigate the city.
The site also handles high-volume transactions, including permit applications and fine payments that generate over $1 billion annually. With so many critical services flowing through a single platform, it needed to be reliable, accessible, and user-friendly.
However, according to feedback from residents and the city marketing team, the existing website wasn't up to par. An inconsistent UI, jargon-filled content, and an outdated tech stack left users lost and confused.
The city needed to redesign its website to reduce the number of call center calls and improve resident satisfaction and performance. It also wanted to make the website more accessible and compliant. So, the city decided to migrate to Adobe Experience Manager as a Cloud Service (AEMaaCS) from its legacy OpenText TeamSite CMS. When another AEM partner could not successfully deliver the migration, the city turned to Oshyn.
The Solution
Oshyn was selected for the website migration due to its expertise in AEM as a Cloud Service and its ability to handle large-scale enterprise migrations. The project was about more than just launching a new website; it was an opportunity to transform the digital experience for over a million residents and visitors who rely on the website monthly.
Oshyn collaborated with the city’s design team to update the AEM implementation, correct pre-developed templates, and create new components for News Listings, a Calculator, and other content to support the city’s evolving communication needs.
The development team implemented new content fragments, templates, and interactive forms built with Adobe Forms. This would allow the city marketing team to create and publish new pages and campaigns in a fraction of the time, without waiting on the dev team for every update.
To improve search and accessibility, Oshyn integrated Coveo for AI-powered, intent-driven search results and TransPerfect to deliver WCAG AA-compliant content in each visitor’s preferred language. This would ensure that every user could quickly find the information they need, regardless of language or ability.
As one of the most linguistically diverse cities in the world, where over 200 languages are spoken, Oshyn also integrated Google Translate to improve the experience of residents and visitors.
99.6%
Customer Satisfaction
+44%
Performance
+23%
Accessibility
The Outcome
The new citizen-first website keeps residents informed about important events as they happen and provides a central calendar for upcoming city events, programs, and initiatives.
Oshyn’s work earned the new website a 99.6% customer satisfaction score. Performance scores jumped 44%, and accessibility scores improved by 23%, giving the city a modern and compliant platform that is engaging and inclusive for all visitors.
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