The correlation between trust, transparency and technology with residents and their local governments

Today, residents benchmark interactions with their local government against the experiences they have with consumer-facing brands. Digital self-service, immersive engagement experiences and streamlined communication are all on the table as municipalities seek to enhance civic engagement and foster trust with residents.

Due to these evolving preferences and growing demands, local governments must look for ways to deliver the level of engagement and communication standards modern-day residents not only want but require.

Survey identifies direct correlation between technology and resident satisfaction
A recent CivicPlus survey polled 16,000 residents across the United States to better understand the most impactful factors influencing community members’ feelings of trust and satisfaction with their local governments. The results showed a strong correlation between tech adoption and increased resident engagement and trust—finding higher levels of civic participation in communities where technology is regularly used to enhance resident interactions and experiences.

This highlights an imperative for local governments to channel investments into technology solutions that empower residents with digital self-service capabilities. Such technologies not only facilitate vital feedback mechanisms but also enable local governments to actively gauge and respond to resident satisfaction, ensuring the delivery of superior service quality in real time.

Data from the survey indicates three clear imperatives for technology adoption to effectively enhance resident engagement and trust:
1. Build resident-first online experiences
The correlation between the frequency of digital interactions and trust in local government is unequivocal. Residents who frequently visit and use their city’s website are nearly five times more likely to trust their local government—a testament to the critical importance of digital self-service technologies in fostering communication and engagement. However, there is a noticeable trust deficit among residents slower to adopt technology. Therefore, it is essential for local governments to prioritize investments in digital solutions that incentivize residents to engage through user-friendly interfaces and streamlined communication channels.

The demand for personalized engagement with local governments is becoming increasingly pronounced, as residents encounter customized interactions in various facets of their daily lives. The traditional transactional model of information delivery from local leaders is no longer sufficient. Residents expect communications to be tailored to their needs and preferences. When municipalities meet this expectation, it fosters the perception among residents of being heard, recognized and valued. This, in turn, creates a stronger sense of connection between residents and their local governments, thereby boosting trust and driving deeper civic engagement.

2. Prioritize transparency and accessibility
Residents are increasingly seeking immediate access to news and updates from their local governments—a service that is often perceived as lacking. Despite 82 percent of residents identifying transparency and access to administrative decisions as essential, only 41 percent are satisfied with their government’s information-sharing practices.

To align with resident expectations, local governments must provide a centralized communication platform that consolidates all engagement channels. Essential features of such a system, as identified by respondents, include easy access to meeting agendas and minutes, prompt notifications regarding administrative decisions, unrestricted access to public information and regular updates on codes, ordinances and topics addressed by the local government.

In addition, 59 percent of residents believe that modernizing meeting and agenda management software to make it more accessible would improve their perception of their clerk’s office.

Leveraging technology to provide straightforward and easy access to information and timely updates is critical for fostering trust and enhancing resident satisfaction with local leaders.

3. Promote education and confidence to bridge digital divides
The relationship between public trust in local government and technology adoption is clear: 56 percent of those who fully trust their local government are early adopters of technology, whereas 75 percent of those with complete distrust are late adopters. This dichotomy poses a significant challenge for local leaders, as the very individuals who could benefit most from technological advancements to enhance transparency and trust are often the ones least comfortable with using these solutions.

Local governments must actively work to bridge this digital divide by ensuring new technologies are accessible and straightforward for all residents—perhaps most significantly, those who are currently disengaged. Investing in user-friendly engagement and communication platforms is crucial and should be complemented by efforts to educate residents about the benefits and usage of these technologies.

In rolling out new technology solutions, it’s vital to incorporate resident feedback to continuously refine functionality, fostering a nurturing environment for the growth of government-community relations. Residents who care deeply about their community’s development and well-being are clear in their need for a seamless connection to both leaders and resources.

Local governments must evolve with resident expectations
To realize the full potential of modern civic engagement, local governments must evolve in lockstep with resident expectations. Despite potential challenges, adopting new technology that aligns with resident preferences will improve trust, enhance engagement and lead to a more positive perception of local governments.

Brenden Elwood, CivicPlus’ vice president of market research, has more than 14 years of experience as an elected official and with professional research.