digital government services in smaller cities and towns
Digital Government
January 5, 2023

How smaller cities and towns can start adopting digital government services

In today's digital age, it's becoming increasingly important for cities and towns of all sizes to adopt digital government services. By leveraging technology, local governments can improve efficiency, transparency, and access to services for their citizens. However, for municipalities with smaller populations and budgets, the process of implementing digital government services can be intimidating and overwhelming. But the task doesn’t have to always feel so daunting. Success lies in planning and taking things one step at a time based on your government’s current digital capacity and priorities. 

Why should smaller cities and towns digitize their government services?

Improved efficiency for smaller municipalities

One of the primary benefits of digital government services is improved efficiency. By moving services online, governments can reduce the need for in-person interactions, freeing up staff to focus on other important tasks. This is a hugely beneficial outcome for smaller cities and towns that may have limited human resources. For example, rather than requiring citizens to visit a government office in person to pay a bill or submit a permit application, these tasks can be completed online, saving time and effort for both the government and the citizen.

Increased government transparency and accountability

Digital government services can also assist in improving transparency and accountability, which is an excellent way to keep constituents well-informed and satisfied. By providing access to information and documents online, governments in smaller cities and towns can make it easier for citizens to stay up to date with information about what's happening in their community. Additionally, by automating certain processes and using digital tracking systems, it's easier for governments to monitor and document the progress and results of projects and initiatives.

Ubiquitous access for citizens

In addition to efficiency and transparency, a move towards online government services can also increase access for citizens who may have previously had difficulties with in-person dealings with the municipality. By providing digital functionality, governments can make it easier for citizens to access services from anywhere and at any time, rather than being limited to in-person interactions at a government office with restrictive opening hours. This is especially important for citizens who may have difficulty travelling, have childcare commitments, or those who live in more rural areas.

How can smaller cities and towns get started with digital government services? 

Here are a few practical tips:

1. Start small 

It can be overwhelming to try and digitize all of your government's services at once. Instead, start by identifying a few key services that could benefit from digitization, such as bill payments or business licence applications. This will allow your municipality to test the waters and learn from your successes and challenges before expanding to other services.

2. Engage stakeholders

Before implementing any new digital services, it's important to engage with stakeholders such as government employees, citizens, and community organizations. This will help ensure that the services you implement meet the needs of your community and have buy-in from those who will be using them.

3. Find a digital government partner who truly understands your municipality's needs

It's important to choose a partner who has experience working with local governments and a track record of successful implementation. Every municipality is different, so engage with those who take a consultative and collaborative approach. This will allow your government to deliver e-services that are specifically catered to your community’s needs. It's also important to consider the level of support and training your partner will provide, as well as their commitment to ongoing maintenance and updates. Look for a service provider who is willing to work with you to create a long-term partnership that will benefit your municipality and its citizens for many years to come.

4. Consider cybersecurity

As your government begins to move services online, it's important to consider cybersecurity and ensure that your systems are secure. This includes protecting against threats such as hacking and data breaches, as well as implementing policies and procedures to ensure the security and confidentiality of sensitive information.

Digital government services can bring many benefits to smaller cities and towns, including improved efficiency, transparency, and access to services. But a key reason why your small municipality should move towards digital delivery is that by digitizing government services, your government can have better interactions with constituents which lead to greater citizen satisfaction. While the process of implementing digital services can be intimidating, smaller cities and towns also have the potential to be big players in the digital government revolution.

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