1. The urgent need for faster, more efficient government services
Local governments are under pressure to accelerate service delivery and improve operational efficiency — both for their residents and internal staff. The 2024 Granicus Service Delivery Benchmark Report underscores that 80% of local government leaders prioritize improving processes for government staff, recognizing that digital transformation is essential for reducing bottlenecks and enhancing the speed of public services. From submitting service requests to applying for permits, agencies are increasingly moving to online platforms to reduce customer service workloads and increase resident satisfaction.
Strategic takeaway
Local government leaders must champion the digital transformation of internal systems, removing outdated, inefficient processes that slow down service delivery. It’s not just about improving the external experience for residents; it’s about empowering your internal teams to work faster, more efficiently, and with less frustration. Make the case for investment in connected tools that simplify these workflows, ensuring smoother hand-offs across departments.
2. The rising demand for self-service options
Residents now expect the same level of convenience they experience in the private sector. Some 85% of local government leaders recognize the importance of online services — like bill payments, permit applications, and information retrieval — to improve the overall public experience. The demand for self-service options is driven by residents’ desire for control over when and how they access services. Self-service not only enhances convenience, but also reduces the burden on government offices, making it a critical element for modern government-to-resident interactions.
Strategic takeaway
For local government leaders, the next step is to accelerate the adoption of self-service platforms. This isn’t just about offering a digital alternative; it’s about empowering residents to complete tasks at their convenience, improving access to essential services, and increasing efficiency in service delivery. Invest in platforms that prioritize ease of use and functionality, ensuring that your community can get the information and services they need without friction.
3. Overcoming barriers to digital growth
While the benefits of digital service delivery are clear, barriers like limited budgets, staffing challenges, and resistance to change continue to slow progress. The 2024 Granicus Service Delivery Benchmark Report highlights that many agencies struggle with these obstacles, making it difficult to implement new technologies. Overcoming these challenges requires a clear, well-articulated vision for digital transformation, coupled with strategic planning and a strong commitment to fostering a culture that embraces meaningful change.
Strategic takeaway
Leaders must secure buy-in from key stakeholders at all levels of government. Build momentum by communicating the long-term benefits of digital tools — such as improved staff morale, cost savings, and increased resident satisfaction. Be transparent about how these changes will benefit staff and residents. And importantly, ensure your teams are trained and supported as new tools and systems are rolled out.
From insight to action: Leading the digital shift
The 2024 Service Delivery Benchmark Report emphasizes that local government leaders must embrace digital transformation to meet the growing expectations of residents. By focusing on faster, more efficient service delivery, expanding self-service options, and overcoming internal barriers, agencies can position themselves for future success.
In the next post, we will explore how artificial intelligence (AI) and automation are reshaping government service delivery and the steps leaders can take to ensure their agencies are embracing these innovations responsibly.
