As local governments across the country put up their holiday decorations and prepare to ring in a new year, it’s a great time to reflect on the past and future of local government.
Imagine a thriving town with vibrant streets, where residents enjoy many ways to engage with their government, from an accessible website to mobile apps or even by phone. When they need specific information, they can easily access it. When they submit complaints, they know they’ve been documented and get regular updates. Most of all, residents trust their leaders and feel included in their local government
This scenario isn’t just a fantasy. This is a snapshot of a town in 2026 that is embracing the power of artificial intelligence-powered government technologies to build resident trust and satisfaction. In 2026, governments will truly face a choice: They can keep doing things the same way, or they can embrace the power of AI-powered tools to scale up and “personalize” government services.
For example, AI-powered virtual chat assistants, Freedom of Information Act request management platforms, smart mobile apps for filing 311 reports and emergency messaging systems to serve and engage residents, based on their individual needs. By putting residents at the center of every interaction, these tools help governments deliver the same kind of seamless, convenient and intuitive digital experiences residents expect in other aspects of their lives online. If built to ADA accessibility standards, governments can further build trust and ensure no residents are behind.
Research shows that the public is onboard. The latest CivicPlus Resident Satisfaction Report reveals that two-thirds of residents are open to their local government exploring AI, with support climbing significantly when AI is framed as secure, transparent and tied to tangible benefits. Top on resident wish lists: personalized alerts about local issues, faster and more relevant service responses and proactive updates on topics they care about.
However, to truly embrace the possibilities of AI in 2026, governments will need to be able to clearly communicate how these powerful new technologies add value in residents’ lives. Over 40% of residents say they are hesitant to support AI in government until they can see clear, practical benefits.
To help bring the public along on the AI adoption journey, implement public education campaigns, clearly explain the role of AI in government and demonstrate the value of new AI-driven, ADA-accessible technologies. In an era of shrinking municipal budgets, it will be crucial to show how every dollar spent on technology serves the community in a tangible way.
Most importantly, remember that new tech adoption can also bring budget savings. Adopting AI-powered technology can be the catalyst for doing more with less, all while raising the relevance and speed of everyday service to residents. And far from replacing humans, AI-powered tools can improve human experiences with government by making services more convenient, accessible, and relevant.
In 2026, local governments that invest in accessible, AI-enabled platforms will deliver on resident desire for personalized digital experiences. They will also build the trust and satisfaction so key to thriving communities by defining what accessible, responsive government looks like in the age of AI.
Brenden Elwood is Vice President of Market Research at CivicPlus. He oversees the company’s resident and local government research and focuses on providing actionable insights and data to enhance resident and community engagement using accessible digital solutions. In addition, Brenden serves on the City Council of North Bend, Washington.
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