Digital transformation is reshaping the way governments interact with residents, making services more accessible, equitable, and sustainable. During one of our previous webinars, “Resident Engagement Platforms: Building Equity, Accessibility, and Sustainability into Digital Government Service,” industry leaders shared insights on how municipalities are leveraging technology to enhance public trust, simplify service delivery, and create a straightforward digital experience.

Creating a resident engagement platform that works for everyone

1. Positive user experiences build trust in government

Trust in government is at an all-time low, and digital experiences play a crucial role in shaping public perception. Jean Nobile (SVP, Operations, PayIt) emphasized that positive user experiences build trust, while outdated, clunky interactions erode confidence. By ensuring government platforms are intuitive, accessible, and frictionless, municipalities can foster stronger relationships with their communities.

2. Make equity and accessibility a priority

Some residents don’t have broadband access, use older smartphones, or avoid credit and debit cards. Digital government services must be designed with all people in mind. Cities like Vancouver and Mississauga, for example, have recognized this challenge and are taking proactive steps by offering multilingual support, free Wi-Fi in public spaces, and self-service kiosks in government offices to assist residents with limited digital access.

3. Digital-first is more sustainable

Governments are embracing sustainability by reducing paper-based processes and shifting to digital solutions. Digital billing, automated workflows, and online payments significantly cut down on mailing costs, printing waste, and staff time spent on manual tasks. As Ron Boaz (Manager of Digital Channels, City of Vancouver) pointed out, these changes not only benefit the environment but also create significant operational efficiencies.

4. An EASY resident experience is the goal

Residents expect government services to match the intuitive digital experiences they have with private-sector companies. As Cielo Medel (CIO, City of Mississauga) explained, a “single sign-on” approach, allowing residents to access multiple government services through one portal, simplifies interactions and eliminates confusion.

5. Use tech to overcome organizational silos

One of the biggest challenges in digital transformation is that many government agencies operate in silos, making service integration difficult. Mississauga and Vancouver are working toward a centralized approach, ensuring residents don’t need to navigate multiple departments just to get a simple task done. By adopting enterprise-wide digital strategies, municipalities can provide a more cohesive experience.

6. Security and privacy remain key concerns 

As governments transition to cloud-based solutions, data security remains a top concern. Officials must ensure that resident data is protected while balancing transparency and ease of access. Cities are leveraging open-source platforms and investing in cybersecurity to mitigate risks and maintain public trust.

Future-proofing your resident engagement platform

Digital government is no longer a luxury. It is a necessity. Municipalities must continuously iterate, listen to resident feedback, and improve their digital offerings so they’re meeting the needs of all residents — regardless of digital literacy or economic status.

Governments that embrace human-centered design, sustainability, and accessibility will not only build stronger public trust but also create more efficient and responsive public services. By focusing on digital-first solutions, municipalities can reduce operational costs, improve service delivery, and create more equitable experiences for all residents.

Watch the full webinar recording here to learn more about how your agency can enhance resident engagement through digital transformation.