In today’s world, technology shapes how we handle nearly every part of our lives, from mobile apps and voice assistants to instant answers powered by AI. Our phones and other digital devices have become the portal for engaging and getting things done. Residents expect the same user experience from their local government, so it shouldn’t be an afterthought. Prioritizing your digital strategy has clear benefits for local leaders and residents.
For example, CivicPlus® research found that residents who rate their municipal website as extremely or very easy to navigate report significantly higher levels of trust in their local government (88%). But a digital-first strategy is not about chasing the latest tools. It’s about becoming the trusted source for public information and services and doing so with Americans with Disabilities Act (ADA) accessibility top of mind so that no resident is left behind.
Accessibility as the Foundation of Digital-First
For local governments, ADA accessibility is the foundation of a digital-first strategy. It will also keep you in compliance with federal rules. By April 24, 2026, local governments with populations over 50,000 must ensure their websites and mobile apps comply with the Department of Justice’s updated ADA Title II digital accessibility requirements, with requirements for smaller jurisdictions incoming in 2027.
If your local government does not yet have an established accessibility policy, you are not alone. Research by CivicPlus® in partnership with CivicPulse found that only about 30% of local governments report having established digital accessibility policies. Even so, 84% of local leaders recognize that web accessibility is crucial to building trust.
Accessibility is essential to resident inclusion, ensuring everyone can access forms, meeting agendas, and government services. Accessible websites with features like keyboard navigation, alt text, readable PDFs and mobile-friendly design improve usability for everyone, not just residents with disabilities.
Digital Communication as a Platform for Growth
Digital-first leadership also requires thinking about technology and digital communication as a platform for growing and meeting resident needs, as they evolve. For example, leaders may choose to begin with an ADA-accessible website and then integrate other tools like FOIA request management software, mobile apps for filing 311 requests and checking their status, and emergency messaging systems.
78% of residents support spending tax dollars on tools that streamline communication, such as emergency messaging systems that deliver life-saving information directly to residents’ phones. When residents can find information, submit 311 requests, and stay updated on issues that impact their lives, governments improve operational transparency, meaning residents can clearly see how their governments work. All this reinforces public trust.
Importantly, digital-first does not mean digital-only. Phase in your rollout strategy and build in resident working sessions and surveys will help you ensure your modernization efforts bridge rather than deepen the digital divide.
Digital-First is a Trust Strategy
Ultimately, a digital-first strategy is a trust strategy. When residents can easily access accurate information, submit service requests, and receive timely updates, governments improve transparency and strengthen public engagement. By prioritizing accessibility and embracing flexible, digital foundations, local governments can realize the benefits of digital-first, both for their teams and the communities they serve.
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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