As winter approaches, residents across North America turn to their municipal websites for essential, time-sensitive information. To help local governments understand what their communities need most during the busy holiday season, Upanup conducted a citizen survey exploring top online priorities.
The results reveal clear trends—and valuable insights that municipalities can use to improve digital experiences when it matters most.
This survey was open in November 2025, and available to any citizen no matter which municipal website(s) they used.
1. Waste and Recycling Information Tops the List
The most number of respondents said that garbage and recycling pickup schedules are their number-one priority during the winter and holiday months. This was the most-selected option in the survey.
Seasonal schedule changes, severe weather, and increased household waste make this category especially important. A clear, easy-to-find waste schedule can significantly reduce call volumes and improve citizen satisfaction.
2. Strong Demand for Winter Programs and Activities
The second-most selected option was programs and registration. Whether it’s skating times, holiday events, or winter recreation programs, communities want simple ways to find and register for activities.
This highlights an opportunity for municipalities to improve:
Program search and filtering
Calendar integration
Mobile-friendly registration experiences
3. Residents Want Clarity on Construction and Road Impacts
Respondents also ranked construction and ongoing projects as a key priority this season.
With winter weather and holiday travel affecting mobility, residents value:
Real-time updates
Clear detour maps
Estimated project timelines
Municipalities that provide these in a centralized hub help residents feel informed and prepared.
4. Bylaws and Tax Information Remain Important Year-Round
Two additional categories stood out consistently:
Bylaws
Tax-related information
While these may not be seasonal topics, they play a critical role in day-to-day digital service delivery—especially when residents are dealing with snow removal rules or end-of-year payments.
Citizen Quotes
Below are a few of the quotes directly from the citizen survey.
“I like knowing what is changing and when.”
“I expected delays because of a city event, so I figured that info would be on the city page.”
“I like to be in the loop about project updates, council decisions, and input opportunities.”
“I was looking for the small appliance drop-off which I found—it took me awhile to find the hours.”
“I wanted to know which sites were still accepting soft plastics for recycling.”
“We had just moved and needed to know pickup dates and what to put in each can.”
“I wanted to pay my bill and not incur late fees.”
“Trying to find important dates relating to taxes was important as it was time sensitive.”
“Lots of roadworks around my house at the moment—wanted to know the duration and impact of the projects.”
5. Qualitative Insights: Recycling Confusion and Navigation Challenges
Open-ended responses uncovered meaningful patterns:
Recycling remains confusing.
Citizens frequently mentioned:
Uncertainty about what materials are accepted
Searching for soft plastics drop-off information
Difficulty locating yard waste schedules
Navigation can make or break the experience.
Several respondents noted that the information they needed could be found—it just took too long. This suggests opportunities to improve wayfinding, search functionality, and homepage pathways.
Learn more about Upanup's suggestions for User Experience Best Practices.
What This Means for Municipalities
Across all responses, a clear theme emerged: residents rely on their municipal websites for essential daily services—especially during the holidays.
This is a season when:
Waste schedules change
Program interest increases
Weather affects travel
Deadlines feel more urgent
Municipalities that prioritize findability, clarity, and accessibility during this time of year can make a meaningful difference for their communities.
How Upanup Helps Municipalities Deliver Better Online Services
Upanup has partnered with more than 100 municipalities across Canada and the U.S. to build websites that put citizens first.
We help municipalities streamline services and improve resident satisfaction through:
User-focused design
WCAG 2.2 AA accessibility
Clear content structures
Modern CMS platforms
Thoughtful digital strategy
If your organization is planning a website redesign or wants to improve online service delivery ahead of the busy winter season, we’re here to help.
Connect with our municipal team to get started.