Building public trust requires clarity, accountability, and open communication. This year’s winners of the Granicus Digital Government Award for “Trust and Transparency” exemplify these principles through thoughtful, resident‑centered digital strategies. From tackling major infrastructure decisions to addressing sensitive health issues and improving access to public records — these organizations demonstrate what it means to lead with integrity in the digital age.
Why they won
City of Kingston, Ontario
The City of Kingston undertook one of its most transparent public engagement initiatives to help the city council make an informed decision about a proposed multi‑sport stadium. Recognizing that such a major project required meaningful community dialogue, the city deployed a dynamic mix of digital and in‑person tactics to ensure every voice was heard.
“Hearing perspectives from as many people as possible was essential to advising city council on their decision,” said Jen Pinarski, Kingston’s communications and public engagement manager. “By publicly addressing every question, adjusting methods to community needs, and incorporating supporting and opposing perspectives into the feedback analysis, the team demonstrated their commitment to upholding the values of municipality’s public engagement framework.”
At the core of Kingston’s approach was a clear belief that residents deserve both information and influence. The city engaged thousands of residents using surveys, digital Q&A tools, social outreach, newsletters, drop‑in sessions, and focused conversations. This transparent, multi‑layered approach strengthened community trust and gave the council a clear, representative understanding of public perspectives on the project.
According to Megan Asikainen, director of product management at Granicus, “Kingston’s willingness to have the difficult conversations in public view — acknowledging concerns, explaining trade‑offs, and keeping residents informed at every turn — truly sets the city apart. Their engagement process set a new standard for transparency by responding openly to every question, publishing clear updates, and showing exactly how community feedback shaped the analysis. Their openness didn’t just reduce confusion; it rebuilt trust during a moment when trust mattered most.”
Philadelphia Water Department (PWD)
Communicating about potential lead service lines (LSLs) requires scientific accuracy, urgency, and deep empathy — a balance the Philadelphia Water Department (PWD) mastered through a segmented, personalized outreach strategy. PWD developed a highly targeted communication system to ensure the right information reached the right households at the right time.
“Philadelphia Water Department’s Lead Plumbing and Water Quality outreach helps residents understand the high quality of their drinking water and how to keep it safe at home,” said Paul Fugazzotto II, PWD’s assistant deputy commissioner for public affairs. “Through this work, we’re identifying service line materials; testing for lead in homes, schools, and childcare facilities; and advancing the replacement of all lead service lines citywide. By adding targeted email bulletins, we’re amplifying the reach and impact of this essential work.”
Personalized notifications, educational messaging, and segmentation ensured that households with potential LSLs received clear guidance, while communications to schools and childcare centers supported vulnerable populations. The approach strengthened transparency, public health awareness, and customer empowerment.
“While approaching a sensitive public health issue, Philadelphia Water Department made the effort to meet people where they were — offering timely, accurate information, resources for families, and transparent updates about risks and solutions,” said Asikainen. “The department’s impressive use of targeted, multilingual communication gave residents actionable guidance without alarmism, strengthening both safety and trust.”
City of Newport News, Virginia
The City of Newport News has made major strides in enhancing public access to information — a foundational pillar of trust in government. At the heart of this effort is a formal, citywide Freedom of Information Act (FOIA) protocol, which establishes consistent standards for how all departments process, track, and fulfill requests.
“Newport News’ goal was to implement digital solutions best practices to increase the city’s accountability and transparency to its constituents, improve the public’s knowledge of the city’s activities and operations, modernize the city’s response to data needs identified by the public, and foster civic engagement,” Newport News FOIA Coordinator LaDonna Seely said.
The protocol improves consistency, compliance, and resident experience, while democratizing access to high‑value datasets while protecting privacy. Together, these tools increase transparency, public confidence, and civic engagement.
Traffic through the Granicus Records Request Management solution “has increased 68% year over year since implementing the archives function; the City’s Open Data Policy and Program now has over 150 data assets present on the Geohub, with more on the way; Newport News was named an All-America city for its work actively engaging residents in strengthening democracy through local action and innovation; and received What Works City Silver Certification, awarded by Bloomberg Philanthropies, for excellent use of data to enhance citizen services,” added Seely.
“What sets Newport News apart is the discipline behind the openness: standardized processes, clear ownership, and consistent publishing,” explained Asikainen. “Their public FOIA archive and user-friendly open data hub give residents easy access to the information they need without barriers. The city’s commitment to making public information visible and understandable has turned transparency into an everyday practice, not a one‑time initiative — an effort to be proud of.”
Insights and trends from winning transparency initiatives
Transparent processes strengthen trust and participation
All three winners demonstrated that engagement becomes more meaningful when governments openly share information and invite residents into the decision‑making process. For example, Kingston’s stadium engagement — built around transparency and responsiveness — is a model for how major projects can be shaped collaboratively rather than reactively.
Clarity is essential when communicating about sensitive or complex issues
PWD’s communication around potential lead service lines shows the power of pairing accuracy with empathy. Their segmented, personalized messaging helped reduce confusion, empower residents, and reinforce trust in public institutions addressing difficult public health topics.
Centralized information hubs improve public experience
Whether it’s Kingston’s use of the Get Involved platform or Newport News’ citywide FOIA protocol and archive, residents benefit when governments offer a single, predictable place to access updates, records, and resources. Centralization also streamlines internal coordination, reducing staff burden.
Automation tools amplify capacity without sacrificing personal connection
From PWD’s integration between its Lead Insights Database and targeted messaging system, to Newport News’ use of Records Request Management for FOIA tracking — these winners show that digital systems can boost responsiveness while maintaining a human touch, especially when dealing with high volumes or time‑sensitive issues.
Proactive transparency builds public confidence long before issues arise
Newport News’ open data investments, combined with its FOIA modernization, demonstrate a proactive approach to transparency. By giving residents immediate access to high‑value datasets and clear processes for requesting additional records, the city is building trust every day — not only during moments of controversy or urgency.
Trust and transparency are a pathway to stronger, more trusting communities; this year’s winners exemplify what’s possible when governments embrace that openness as a core value.
Learn more about all the winners of this year’s Digital Government Awards.
