The Connected Community: 5 Technology Imperatives Every Local Government Is Facing

Local governments of every size are at an inflection point.

During our recent webinar, The Connected Community: 5 Critical Technology Imperatives for Modern Local Governments, Polco shared findings from months of 2025 research and conversations with high-performing city and county leaders across the country. The conclusion was clear. While communities differ in size, geography, and priorities, the underlying technology challenges they face are remarkably similar.

Aging systems, fragmented data, and outdated engagement methods are making it harder to deliver services, build trust, and make informed decisions. At the same time, jurisdictions that are modernizing with intention are already seeing better outcomes for residents and staff alike.

Here is a recap of the five technology imperatives discussed in the webinar and what they mean for modern local government leadership.

1. Systems That Don’t Communicate With Each Other

For decades, most local governments purchased software one department at a time. The result is a patchwork, often described by leaders as a “Frankenstein” tech stack. Permitting systems do not talk to finance. Planning systems do not connect to code enforcement. Data lives everywhere and nowhere at the same time.

In the webinar, leaders described environments where data gets entered but cannot be retrieved, analyzed, or shared. Others cited manual data transfers via email and spreadsheets, or siloed operations that slow down development review and frustrate applicants.

What is working:

Forward-thinking jurisdictions are shifting away from disconnected point solutions and toward connected ecosystems. Instead of ripping and replacing every system, they are prioritizing integration first.

Examples discussed included:

• Integration platforms that allow legacy systems to communicate
• Unified data warehouses that create a single source of truth
• API-enabled platforms that let departments collaborate without compromising security

The goal is not perfection overnight. It is steady progress toward interoperability that supports better decisions and smoother resident experiences.

2. Outdated Methods for Engaging With Residents

Many governments still rely heavily on sparsely attended public meetings, comment cards, and occasional surveys with low response rates. These approaches capture only a narrow slice of the community and often miss working families, younger residents, and historically underserved populations.

During the webinar, leaders emphasized the need to hear from the “silent majority,” not just the voices that show up on Tuesday nights.

What is working:

Modern engagement does not replace traditional methods. It expands them.

Communities seeing success are investing in multi-modal, digital-first engagement that allows residents to participate on their own time and in formats that fit their lives.

Examples included:

• Platforms that combine surveys, polls, live events, mapping tools, and simulations
• Inclusive participation with built-in translation
• Interactive experiences that show residents how their input influenced decisions

The result is more representative feedback, better decisions, and stronger trust between governments and the people they serve.

3. Insufficient Transparency in Government Operations

Residents want to understand how tax dollars are spent. Businesses want clarity on permit timelines. Advocates want evidence that programs are working. Too often, finding this information requires navigating confusing websites, filing records requests, or giving up altogether.

In the webinar, this was described as the “black box” problem, where information disappears into bureaucracy and trust erodes as a result.

What is working:

Transparency today must go beyond static documents and compliance checklists. It needs to be interactive, accessible, and resident-centered.

Examples discussed included:

• Budget visualization tools that show spending and trade-offs
• Project tracking dashboards that offer real-time status updates
• AI-powered tools that answer questions in plain language

In an era of declining institutional trust, transparency is not optional. It is foundational to maintaining the social license to govern.

4. Lack of Performance Data to Guide Decisions

Many government leaders are still forced to make high-stakes decisions based on anecdotal evidence, outdated benchmarks, or institutional intuition. While outputs are often tracked, outcomes are harder to measure and even harder to explain.

Webinar participants shared examples of cities lacking standardized performance reports, real-time dashboards, or meaningful feedback loops from residents and employees.

What is working:

Data-driven governance is not about more spreadsheets. It is about having the right information at the right time.

Successful communities are investing in:

• Performance frameworks that connect outputs to long-term outcomes
• Integrated dashboards that combine operational data with resident sentiment
• Benchmarking tools that compare performance against peer communities

This shift allows leaders to justify investments, identify improvement opportunities, and move beyond gut-feel governance.

5. Manual, Paper-Driven Workflows That Waste Resources

Despite major advances in technology, much government work still relies on paper forms, email chains, and manual data entry. These processes slow staff down, increase errors, and make it harder to serve residents efficiently.

During the webinar, leaders cited examples ranging from manual document retrieval for public records requests to paper-based permitting processes that delay approvals.

What is working:

The most effective modernization efforts focus on eliminating handoffs, not just speeding them up.

Examples included:

• Workflow automation that routes requests based on clear rules
• Self-service portals that let residents track progress without phone calls
• AI-assisted tools that pre-screen applications so staff can focus on judgment and problem-solving

Automation is not about replacing people. It is about freeing them to do the work that truly requires human expertise.

The Imperative for Action

The research shared during the webinar points to a clear conclusion. Governments that delay modernization will struggle to recruit talent, meet resident expectations, and demonstrate value for tax dollars.

At the same time, the good news is equally clear. Jurisdictions that embrace integration, multi-modal engagement, transparency, data-driven decision-making, and automation are already seeing higher resident satisfaction, more efficient operations, and renewed public trust.

Modernization does not require doing everything at once. It starts with clear outcomes, incremental progress, and a focus on adoption and impact.

Keep Exploring the Connected Community

If these challenges sound familiar, you are not alone. Polco works alongside cities and counties every day to help connect people, data, and decision-making in ways that actually work.

To dive deeper into the research and real-world examples behind this webinar, download the full whitepaper, The Connected Community: 5 Critical Technology Imperatives for Modern Local Governments.

👉 Download the whitepaper >>

And if you are ready to explore how your community can take the next step toward more connected, data-informed governance, Polco is here to help.