How Can Municipalities Digitize Their Services for a Better Citizen Experience?
Municipalities are under growing pressure to modernize. Residents expect the same seamless experience they get from online retailers, while governments face mandates to improve accessibility, governance and efficiency. Our recent webinar, Paper to Platform: Digitizing Permits, Payments and Public Engagement, explored why now is the time to act and what steps can make the transition successful.
Why digital transformation matters
Digital transformation is no longer optional. “Everybody is used to that Amazon and Shopify experience of immediate service delivery,” said Michael Pinnau, Product Manager at GHD. Residents expect speed and convenience, and municipalities must adapt to meet those expectations.
Daniel Shaw, Senior Business Solutions Consultant, explained the operational reality: “Municipalities are being asked to do more with less. Scaling paper-based processes is almost impossible as populations grow. Bringing services online allows you to do more without adding staff.”
Beyond convenience, digitizing services reduces costs, improves compliance and frees staff to focus on higher-value tasks. It also helps municipalities meet modernization mandates and accessibility requirements.
Challenges with fragmented systems
Paper-based processes create barriers for residents and inefficiencies for staff. Residents often face multiple touchpoints, unclear instructions and in-person requirements, which can lead to non-compliance. Daniel gave a practical example: “If applying for a burn permit means going to City Hall, some people will skip it. If they can do it online, they will.”
For staff, fragmentation means data scattered across emails, desks and scanned PDFs. Compliance becomes a concern as non-digital data collection makes it more difficult to catalogue, locate and reconcile during an audit. “Nobody really knows where it lives,” says Daniel.
Disconnected payments add another layer of complexity. Kevin Saliba, Integration Specialist at Worldline, noted: “Staff struggle to reconcile payments between online and offline sources. Citizens can’t see their payment history or schedules. It’s frustrating for everyone.”
Priorities for digitizing municipal services
When designing online services, focus on:
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Mobile-first design: “So many users are on phones or tablets,” said Michael. “Your forms need to scale and be legible.”
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User-centric experience: Notifications and status updates build trust. Daniel explained: “People want confirmation that something happened. Simple updates reduce calls and visits.”
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Accessibility: Michael reminded us: “Accessibility isn’t just ticking a box. It’s about clear labels, logical flow and inclusive design.”
For municipalities, seamless administration is key. Centralizing digital workflows and online payments in one system, saves time and reduces errors. It also makes scaling easier as demand grows.
Modern payment infrastructure
“A modern payment experience keeps users on your site, supports multiple payment types and offers recurring payments,” explained Kevin. Features like real-time reporting and flexible integration options make administration easier.
Security is critical, however. Carlos Guzman, Fraud Analyst at Worldline, warned: “Credential stuffing, which happens when attackers use stolen usernames and passwords to gain access to accounts, and friendly fraud, where a customer disputes a legitimate transaction - sometimes intentionally - are real threats. In fact, 22 percent of customers admitted making a false chargeback claim in 2022.”
To combat these risks, municipalities should implement tools like:
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3D Secure (Three-Domain Secure): An extra authentication step during online payments, often requiring a password or code sent to the user’s phone, adding a layer of protection against unauthorized transactions.
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Risk scoring: A system that evaluates each transaction based on factors like location, device and behavior, assigning a score to flag suspicious activity before it is processed.
These measures help prevent fraud and protect sensitive data, ensuring that online payments remain safe and trustworthy.
The benefits of going end-to-end
The goal is a fully integrated experience: from application to approval to payment, all online. Daniel described it as “the Holy Grail - bringing the entire workflow online so residents never have to go halfway.”
Success stories show what is possible. One municipality digitized marriage licenses, reducing in-person visits to a single pickup. Another integrated online forms with GIS and ERP systems for pet licensing, saving hundreds of hours by eliminating manual data entry.
How to get started with your municipality’s digital transformation
“Start small,” Michael advised. “Pick an easy form, test it, gather feedback and build from there.” Daniel added: “Don’t be intimidated. You don’t need to reinvent the wheel, just bring existing processes online.”
Your first step starts with Govstack
Explore how we can help you design secure, accessible and user-friendly digital workflows, online forms and online payments. Learn more about Govstack Forms.
