To advance modernization strategically, clerks are key
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COMMENTARY | A phased and deliberate approach to modernization can help agencies adopt digital platforms and integrated tools that can empower clerks to do more with less.
From inquiries about municipal meetings to ordinance questions, public records requests, and rapid emergency alerts, residents across the country turn to their local governments for information that directly impacts their daily lives. Residents increasingly expect the information to be conveniently online and accessible, as they have grown accustomed to it due to the rapid adoption of self-service in the private sector.
Fielding these requests are clerks. Deftly balancing the needs of the entire office, they manage communications and agendas, assess Freedom of Information Act requests and strive to comply with shifting federal and state mandates, like ensuring websites are compliant with the Americans with Disabilities Act. And that’s just the start.
For clerks and local government leaders who may also be facing declining funding or economic uncertainty, it can feel like these obligations are piling up. With budgets tight and compliance deadlines looming, the question isn’t whether to modernize, but how. A phased and deliberate approach to modernization can help agencies adopt digital platforms and integrated tools that can empower clerks to do more with less, all while staying within budget, breaking down internal silos and building trust with residents. Here’s how.
Modernize To Reduce Risk As Compliance Mandates Change
State and local governments are continually assessing their technologies to comply with changing mandates, and accessibility is a clear example. New federal rules give agencies just a few years to bring their websites and mobile apps into compliance, and some states are already setting specific deadlines. A secure, ADA-accessible website lowers compliance risk, gets clerks out ahead of these shifting requirements, and avoids the steep costs of scrambling to fix content later. Just as important, it shows residents that their government is committed to delivering information and services to everyone regardless of ability.
Workflow Management Tools Can Break Down Silos and Empower Clerks
On top of evolving compliance mandates, clerks are juggling requests from multiple departments which can often cause silos, delays and inefficiencies across local government agencies. With multiple requests running through clerk offices, including cross-department agendas, FOIA requests and government ordinances, it is critical that local leaders have an integrated tech stack in place to streamline communication and processes.
Consider equipping clerks and staff with a wide range of purpose-built solutions for staff collaboration and resident services. These tools are designed to work together and designed to help government teams collaborate more efficiently. This seamless integration reduces duplication, saves staff time and aligns with compliance mandates. Rolling out tools gradually helps stretch limited budgets, shows quick wins like fewer calls to the clerk’s office and builds momentum for bigger changes down the road.
Resident Self-Service Tools Reduce Manual Work While Meeting Public Requests
Resident self-service tools reduce staff’s manual and time-consuming work by fulfilling routine requests with little or no staff intervention, freeing clerks to focus on complex cases and compliance. They also support the everyday work of government by ensuring agendas, meeting records, ordinances and legislative updates are posted online in an organized and searchable way. Just as important, self-service strengthens transparency and resident trust by making government information accessible without residents needing to “know how government works.”
These tools also make government websites easier to navigate, strengthening trust and satisfaction. CivicPlus research shows that residents who rate their municipal website as extremely or very easy to navigate report significantly higher levels of trust in their local government (88%), compared to just 43% among those who find their website difficult to use.
A Phased Approach Ensures Long-Term Sustainability
Approaching modernization through a phased approach means state and local governments don’t need to delay adopting digital tools. These platforms hold the potential to make clerks’ vast responsibilities more manageable, improve processes and make government accessible to residents. Start with the compliance risks you can’t afford to miss and then add workflow and self-service tools over time. This spreads out costs and keeps staff from being overwhelmed. By centering modernization around the needs of both clerks and residents, local governments can successfully make the case for upgrades and ensure everyone wins.
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