Transforming Municipal Services with a Digital Customer Experience Program

A municipality in Alberta sought to modernize citizen interaction through digital services and required a strategy aligned with its long-term transformation goals. Initially scoped as a “Content Management” initiative, the project evolved into a broader Digital Customer Experience (DiCE) program requiring an integrated citizen portal and e-commerce capabilities.

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Our Role

As a long-term trusted supplier, Tricon was engaged to lead program management, business requirements definition, and strategic advisory services. The team supported the organization in re-framing its requirements, developing a multi-year digital roadmap, and coaching internal program leaders on effective delivery governance.

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our approach

• Facilitated workshops to define the future-state vision and business requirements.

• Developed a comprehensive Digital Customer Experience strategy.

• Supported change management activities and executive-level budget approval presentations.

• Mentored internal project management resources to sustain long-term delivery capability

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Mesurable outcomes

✓ City Council approved the Digital Customer Experience strategy and associated funding.

✓ Delivered a 5-year digital roadmap aligned with measurable citizen service outcomes.

✓ Improved program governance, resulting in 25% faster project initiation across departments.

✓ Increased internal staff readiness and engagement through structured coaching and support.