State and local governments, in response to a public demand for convenience and a broad federal push to move government services online, are modernizing their technology, working to meet Americans with Disabilities Act (ADA) accessibility requirements, and adding new digital services.
Many residents are quick to adopt new technologies, but some populations, like senior citizens, those who live well below their area median income (AMI) level and those without computer or Internet access, may adopt technology more slowly, if at all. Even when they do, usability challenges can leave them feeling disconnected and dissatisfied with their government.
By carefully considering how to roll out modernizations — and making sure those updates are accessible and relevant to residents — government leaders can ensure that every member of the community is included, all without deepening the digital divide. This simple shift in focus and leadership strategy also increases satisfaction and trust among the residents: 84% of local leaders said prioritizing accessibility fostered trust among their residents, according to our ongoing research on web accessibility.
Understand Your Residents’ Diverse Needs
Understanding residents’ needs is essential when planning a technology rollout strategy that reaches everyone. Residents bring different levels of access, comfort and trust with technology. Seniors, individuals with disabilities, low-income households and people experiencing homelessness often face unique barriers — from lacking devices or reliable internet to simply needing more support to adopt new tools. To better understand your residents’ unique communications and technology needs and preferences, consider conducting a survey or focus groups to hear their stories and understand where and how they like to engage with their government to receive the services they need.
Technology Can Help Span the Digital Divide and Lift Trust
Your website is the face of your government, so it’s important to make sure it is fully ADA-compliant and accessible to people of all abilities. Research shows that access for all is a form of social currency that yields returns in both trust and satisfaction among your residents. Another CivicPlus survey on resident experience found that residents who rate their local government’s website as very easy to navigate are four times more satisfied with their city than those who do not. They also report higher levels of trust in their local government.
Apps can help, too. Not all residents have regular access to a laptop or desktop computer, but about 91% of Americans own a smartphone, according to Pew Research Center. For example, smartphone-friendly 311 solutions allow residents to easily report non-emergency issues such as graffiti, potholes or broken streetlights through an app and get updates on their report and how it is resolved. This lifts the veil on how the government operates and fosters trust by raising what Harvard researchers call “operational transparency.”
Communicate Modernization Across Community Touchpoints
Whether upgrading to a fully ADA-accessible website (68% of residents surveyed by CivicPlus believe ADA compliance should be a top digital priority) or introducing a new mobile app, it’s important to coordinate with community stakeholders and engage residents at every possible public touchpoint.
Beyond town hall sessions, libraries, police departments, food banks and shelters are important public waypoints. Many people experiencing homelessness rely on library internet access. Make sure to include these organizations in your tech rollout strategy. Ask them how best to reach and get user feedback from their customers, whether through door-to-door outreach, focus groups or public workshops.
Modernization Done Right: Accessible Tools, Stronger Communities
Choose solutions that meet your residents’ needs and roll them out with a strong outreach and communication strategy in partnership with key community organizations. When introduced thoughtfully with accessibility at the center of your strategy, new digital tools can do more than modernize services —they can bridge the digital divide. Above all else, becoming accessible is just the right thing to do.
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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