Transforming an outdated website into an accessible, resident-first digital experience

The Challenge

Fort Wayne’s municipal website hadn’t been redesigned since 2014. Residents struggled to find basic information, and staff often resorted to Google to locate internal pages. The site was not ADA-aligned, lacked mobile responsiveness, and had disorganized navigation that confused users and departments alike.

The Solution: From Outdated to Outstanding

Under Mayor Sharon Tucker’s leadership, Fort Wayne selected CivicPlus for a full website overhaul. Fort Wayne needed a website that was easy to navigate and accessible. The city modeled its new site after best-in-class examples, blending visual appeal with responsiveness.

Before CivicPlus, residents and staff had a tough time finding information on the Fort Wayne website.

“When the person who manages the website has to use Google to find information, we have issues,” says John Felts, Head of Digital Engagement, City of Fort Wayne, IN.

With limited search capabilities, no built-in video solution, and a lack of ADA-aligned design principles, the website was difficult for residents to engage with.

Now with robust search, built-in video options, and a design centered on accessibility best practices, residents and staff can finally find what they need. The new website also features the CivicPlus Chatbot, which combines the power of site search and AI to enhance resident experiences.

The feedback from the community has been incredibly positive.

Residents have also praised CivicPlus Chatbot. “Chatbot has been huge,” he says. “The ability to train it is very easy. Finding City Council documents has been much easier for our residents.”

Internal Efficiency That Changed the Game

Fort Wayne’s internal teams didn’t just get a new website—they got a better way to work. CivicPlus delivered website modules that were intuitive, stable, and easy to use. Staff who once hesitated to update content now feel confident managing their own pages.

“I think I use News Flash five times a day. The back end is very easy to use,” says Felts.

By taking note of what information is being accessed and used by residents more often, Felts has learned what to prioritize on their website. “We have numbers at the back end of our website that show what links are being clicked. We’ve already moved a few buttons around based on that,” he says. For example, Felts may notice a piece of information being utilized more than others and highlight that on the homepage.

The new website allows Felts to share more dynamic content. Instead of creating a webpage full of links, he now can attach videos and photos which add a visual element to the website.

The Fort Wayne IT Team relies on drag-and-drop widgets to make website updates. “It’s very user-friendly,” Felts says.

The sleek new website design also caught the attention of the Fort Wayne Parks and Recreation Department who manage their own website and had previously been cautious of change.

“They were very nervous about coming onto a new platform. They had tons of content on their website, so they were a little reluctant to do this,” says Felts.

Felts and team showed Fort Wayne Parks and Recreation leaders examples of CivicPlus websites—demonstrating engaging features and mobile responsiveness. After that, it wasn’t a tough sale at all.

Departments like Parks and Recreation quickly saw the benefits. Updates that used to require IT support are now handled directly by staff. The result: Faster turnaround, fewer bottlenecks, and more ownership across teams.

CivicPlus trained staff on the product and empowered them to reach more residents and increase public trust. With hands-on guidance and responsive support, internal efficiency became a core win of the project.

Two Thumbs Up from the Disability Community

ADA alignment was critical for Fort Wayne, and so was real-world validation from residents. Before launch, Felts brought the new site to a League of the Blind and Disabled meeting, inviting residents with disabilities to test it firsthand.

“I brought my laptop to the League. Eight residents with disabilities tested our site. They said it was night and day better and gave it two thumbs up,” says Felts.

The feedback was immediate and affirming. Screen reader compatibility, simplified navigation, and mobile responsiveness all passed the test. No negative feedback was received. For John, this wasn’t just a checkbox—it was proof that CivicPlus delivered a site that worked for everyone.

A Bright Future Lies Ahead

Far from finished, Fort Wayne’s digital transformation continues to adapt and advance. John’s team plans bi-monthly check-ins with CivicPlus to stay ahead of new features and ensure continuous improvement. KPI tracking will begin six months post-launch, with a focus on resident engagement and internal efficiency.

The city is also preparing to roll out the CivicSend module, which simplifies creating and sending emails, texts, voice messages, and social media posts to residents, and exploring additional modules to streamline communication and service delivery. With a foundation built on accessibility, usability, and trust, Fort Wayne is positioned to lead by example.