This column was written to address questions that elected and appointed officials may have about technology and its impact on their agencies. Feel free to share it with them.

As an elected or appointed representative of your local government, you have the final responsibility to ensure that its technology tools are managed efficiently, effectively, and securely. Local governments manage technology through effective planning, informed decision-making, and prudent budgeting. Doing so is essential, but many governing body members have questions about how to make informed decisions about their technology tools.

For the next two months, we are asking and answering tech questions that you might be wrestling with to help you understand your existing systems and make sound decisions. It’s an excellent opportunity to enhance your tech knowledge. It will help you work with your technology staff and contractors and move forward responsibly without falling behind or overspending on unnecessary technology.

Website Modernization

How do we decide between refreshing our current website versus a complete rebuild?

The decision hinges on mobile responsiveness, security, and user experience. You’ve crossed the credibility line if your site isn’t mobile-friendly (more than 60% of users are on phones). A refresh works if the underlying platform is modern and secure—just updating design, content, and navigation. A rebuild is needed if you’re using outdated technology, lack security controls, or can’t easily update content.

Key indicators for rebuild: the site was built before 2018, requires IT assistance for basic updates, lacks online form capabilities, and generates frequent security warnings. The business case is simple: a poor website costs you more staff time fielding calls and dealing with frustrated residents than a modern one does to maintain.

Our website needs upgrading to meet contemporary standards. What’s our decision-making process?

Begin with a comprehensive needs assessment that covers mobile responsiveness, ADA compliance, and user-friendly navigation. Since 80% of residents prefer to get information online, your site must serve as a digital town hall. You want to enable services and information that are done or available in person to be replicated digitally. It won’t be everything, but you want to meet your residents as best you can, where they are; be it online, in-person, over the phone, in their language, and accommodating their physical capacity needs.

Determine the need for refresh versus rebuild, assess content management capabilities, and consider ongoing security requirements. Cost expectations range from $10,000 to $ 100,000 or more, depending on the complexity. Since cost data varies widely by vendor and features, consider issuing a formal request for information with projected requirements to get accurate pricing.

Include one-time and recurring costs in your evaluation, as hosting, security, and maintenance add up over time. Conduct a formal competitive procedure or use a cooperative purchasing contract to solicit proposals from vendors for those contracts. Request references from similar communities and include ongoing costs (annual support typically runs 10–15% of initial project cost).

What do we need to know about ADA compliance requirements?

Website accessibility ensures that residents with disabilities can use your municipal website just as easily as everyone else. This includes individuals who are blind or have low vision, those with hearing impairments, or those with motor disabilities that impact their ability to use computers.

Although there’s no single federal law specifically governing municipal websites, the Americans with Disabilities Act (ADA) applies to public services, and courts are increasingly expecting government websites to meet accessibility standards. Those are known as the “Web Content Accessibility Guidelines (WCAG) 2.1, Level AA” and can be easily found online via a search. Municipal governments with a population under 50,000 must comply by April 26, 2027; larger municipalities must comply by April 26, 2026. Key requirements include:

• Text descriptions for images so screen readers can describe them.
• Proper heading structure for easy navigation.
• Keyboard navigation capability for those who can’t use a mouse.
• Sufficient color contrast for people with vision issues.
• Video captions for people who have hearing limitations.

Accessible websites work better for everyone, including older residents and those using mobile devices. Basic compliance costs $2,000 to $5,000 for existing websites, plus ongoing monitoring. Start with automated accessibility scans (some online services provide them for free), then budget for compliance costs. Most website vendors now include basic accessibility features, but you must actively request full compliance in new contracts. You can find a lot of guidance on this through your current vendors, internet searches, or prompting an AI chatbot for explanations or guidance.

Digital Services and Expectations

Which paper-based processes should we digitize first for maximum impact?

Begin with high-volume, routine transactions, such as property tax and utility bill payments, business license renewals, and straightforward permit applications. These deliver return on investment through reduced staff time and improved resident satisfaction. Target “phone tag generators” where residents call multiple times to check the status.

For fees, choose whether to absorb credit card processing costs (3–4%) or pass them on to users through convenience fees. Many municipalities pass fees on to users to offset significant savings; others absorb them as a convenience or to encourage online use and reduce paper-based transactions.

How do we benchmark our digital services against similar communities?

Visit the websites of 5–10 communities of similar size in your area. Create a checklist that includes mobile-friendly design, online payments, permit applications, meeting agendas/minutes accessibility, legal ad posting and management, contact forms, and social media presence. The basic expectation is Amazon-level convenience for simple transactions. Residents should be able to pay bills, submit requests, and find information 24/7 from phones. You’re behind if residents regularly call during business hours for things they could do online.

How do we explain costs and timelines when residents demand new digital services?

Be transparent about the total cost of ownership, not just purchase prices. Include ongoing hosting, security, updates, and staff training costs. Timeline reality: simple projects take 3–6 months; complex integrations take 6–12 months.

Set expectations as “We’re committed to improving services systematically rather than rushing and creating problems.” What’s reasonable: basic online services, mobile-friendly interactions, and improved response times. What’s unreasonable: same-day service or highly customized solutions that larger cities can afford.

What emerging technologies should we prepare for?

Focus on three areas:

1. Cloud-based services (inevitable for cost and security).
2. Artificial intelligence for routine inquiries (chatbots for common questions).
3. Integrated data systems (so residents don’t repeat information across departments, avoiding “data silos” where information gets trapped in separate systems that don’t talk to each other.

Choose vendors with connection capabilities. Methods, known as APIs, enable different software systems to connect and share data, as well as with cloud services. The key is flexibility—buy systems that can grow and connect with other tools rather than standalone solutions.

Check out next month’s issue for more tech questions and answers!

MARC PFEIFFER, an ICMA Life Member, is a marginally retired New Jersey town administrator and state agency manager. He is currently a senior policy fellow and assistant director at Bloustein Local, a unit of the Center for Urban Policy Research at Rutgers University. (marc.pfeiffer@rutgers.edu)