Residents
Start with a need, see the steps and documents, apply, and track what happens next.
Civic Service Centre v1
One front door for city services
People arrive with a task, not an understanding of city departments. A Civic Service Centre organizes the website, service desk, forms, case work, and reporting around that task.
Find the service. Understand what happens next. Keep a clear path to a person.
Who it serves
One system, five public views
Businesses
Find permits, licences, payments, and inspections without learning the organization chart.
Visitors
Reach timely place-based information, facilities, events, and help from a clear public entry point.
Staff and editors
Publish from governed service records, route work to the right team, and keep content owners visible.
Council
See demand, access barriers, service commitments, and improvement evidence without exposing personal case data.
How it works
A service system, not a new department
A service catalogue
Each service has an owner, audience, eligibility, steps, documents, channels, fees, timing, and escalation path.
Joined public journeys
Search, service pages, forms, status, and help use the same language and identifiers.
Governed staff work
Departments keep specialist decisions while a shared intake and publishing layer keeps handoffs legible.
Learning from demand
Teams review findability, handoffs, completion, contact reasons, access needs, and unresolved unknowns.
Operating principles
Keep the front door useful
- Organize around public tasks, not the organization chart.
- Keep phone, in-person, and assisted paths visible beside digital options.
- Show ownership, status, timing, and escalation in plain language.
- Measure the journey without collecting more personal data than the service needs.
- Treat content, operations, technology, and staff capability as one service system.
Bounded worked example
Rocky Mountain House
CaL proposal submitted. Decision pending.
CaL modelled the concept end to end for a real Alberta town using source-derived public content and labelled synthetic form journeys. The demonstration is proposal evidence, not a production municipal service.
This is CaL's independent proposal and demonstration. It has not been commissioned, endorsed, or approved by the Town of Rocky Mountain House.