The average person’s digital savvy is only increasing, and we are becoming more and more likely to turn to municipal websites to perform essential tasks rather than physically visiting an office, for some state and local agencies it’s even a requirement. That means that when your municipal site doesn’t function as expected, it can frustrate users and erode trust. Let’s take a look at why having a well-functioning and user-friendly site is becoming an absolute necessity.
Municipal websites are essential for connecting the public to the services and resources offered — from renewing licenses to accessing healthcare benefits. A well-designed and functional website makes these processes simpler and more accessible. When citizens can accomplish these tasks online, they save time, avoid unnecessary trips, and can do what they need to outside of traditional office hours, which is particularly beneficial for those with busy schedules or mobility challenges. Most have come to expect that any governmental process is going to, well, suck, so why not change the narrative?
In an era when public trust in government is often low, a reliable, responsive website can make a big difference. It shows that you care about your citizens’ time and that you’re committed to providing services in a way that benefits them. When a website consistently provides accurate and timely information, it reinforces your credibility and people’s opinions of your local agency.
Making municipal websites accessible isn’t just about compliance with legal mandates like the Americans with Disabilities Act (ADA) — it’s about inclusivity. Websites need to be navigable by all users, including those with disabilities who may use assistive technologies. According to EY, prioritizing digital accessibility has long-term benefits; it allows governments to serve their entire population more effectively, helping to prevent social exclusion and ensuring everyone can access essential services online.
This insight we wrote a while back is a great refresher if you’re looking for more information about what digital accessibility is and what it looks like in practice.
While some may hesitate to invest in redeveloping their site, a well-functioning municipal website is a cost-saving tool! By allowing people to handle tasks online, such as submitting documents or renewing permits, the demand for in-person visits and phone calls decreases. This efficiency frees up staff to focus on other essential tasks and reduces wait times for citizens who do need in-person assistance (in turn raising sentiment and trust). Self-service technology also plays a critical role here — it empowers residents to manage their needs without waiting on government staff — enhancing convenience for citizens while cutting down on administrative overhead.
Municipal sites need to be able to handle sensitive information, such as Social Security numbers or health records. Protecting this data is essential not only for the individual’s privacy but also for public trust. Websites with weak security are vulnerable to breaches, which can expose personal data and leave citizens at risk of identity theft. Investing in robust security features and maintaining smooth, glitch-free functionality helps protect peoples’ data and reinforces confidence in your institution’s ability to safeguard their personal information.
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Unlike goods or services in the private sector, people don’t have the option to “choose” a different government. They’re tied to the institutions that serve them, making it even more critical for those institutions to offer a reliable, positive digital experience. Easy-to-use and accessible municipal websites can positively shape public sentiment, helping people feel respected and valued. A well-functioning municipal website isn’t just a digital tool — it’s a bridge between citizens and the services they need. By investing in accessible, secure, and reliable websites, governments can enhance public trust, foster inclusivity, and make it easier for everyone to engage with their communities.
A municipality website serves as a powerful reflection of both local identity and community values. It’s not just a place for services and information; it’s an opportunity to showcase the unique culture, history, and spirit of the area. By highlighting local events, resident stories, and community initiatives, the website can help residents feel connected and proud of where they live. It’s also an essential tool for fostering transparency, encouraging civic engagement, and creating a digital space where both current and future residents can see the true character of the community. A well-designed site becomes a living, evolving representation of who you are as a municipality and how you serve and connect with your people. It’s also a wonderful extension of your brand and a great way to maintain consistency in all that you do.
A municipality website is an excellent platform for supporting ongoing campaigns, especially through dedicated landing pages. These pages allow for targeted communication, offering residents clear, easy-to-navigate information on specific initiatives, such as public health efforts, environmental projects, or community events. By creating a focused space for each campaign, municipalities can streamline updates, collect feedback, and drive participation. Landing pages can also feature resources like sign-up forms, donation links, or event calendars, making it simpler for residents to get involved. Ultimately, these pages enhance engagement and ensure that key messages are front and center, helping to maintain momentum for important causes.
AOR has worked with municipalities for decades to improve the way they identify themselves, communicate with residents, and present their online services. We are always ready to help your government improve the way they serve their citizens. Not sure exactly what you need to do to better connect with and serve those in your municipality? Reach out and we can help with that too!