Last year, we explored a powerful idea: a local government’s website is more than a service portal (it’s a signal of leadership quality). This year, we return with updated national research and sharper insights that further clarify the connection between digital experience, transparency, and resident trust.

Join Brenden Elwood (Vice President of Market Research at CivicPlus) as he shares findings from CivicPlus’ 2025 national survey of more than 34,000 U.S. residents (part of an ongoing research initiative launched in 2022 to better understand what most influences trust and satisfaction in local government).

• 62% of U.S. residents think the quality of their local government’s website reflects the quality of the leadership
• 70% of residents say website accessibility compliance is highly important, and about 68% say it should be a high priority
• More than half of residents say their top concerns with AI focus on personal financial and health information being compromised (48% support usage outright if it is secure, and 28% are on the fence)
• 94% either support more or the same investments in resident technology as in previous years (only 6% say their community should spend less)
• 79% support investing tax dollars to increase efficiencies in getting information out to the public
• Top investment priorities include mass notification services, easy-to-navigate websites, web and mobile accessibility (universal accessibility), and online notifications and alerts (proactive communication channels)
• Digital self-service tools, transparent communication channels, accessible public records, and inclusive online experiences are not just operational conveniences (they shape how residents interpret leadership effectiveness, accountability, and responsible stewardship of taxpayer dollars)

In this updated session, Brenden will also share new analysis on public sentiment toward AI in local government, evolving expectations around digital accessibility, and the increasingly important role public records professionals play in reinforcing transparency (along with strategic considerations to accelerate trust-building among six key segments of the resident population).

Digital transformation isn’t simply about modernization (it’s about sustaining public trust).

• Hear the latest national research from CivicPlus: Gain updated insight from the 2025 resident survey and understand how digital engagement correlates with trust
• Quantify the link between digital engagement and trust: Learn why residents who frequently use their local government website exhibit higher levels of trust (and how to increase meaningful engagement)
• Understand resident expectations around transparency and records access: Explore why many residents consider access to administrative decisions and public records essential to building trust
• Navigate public sentiment around AI: Understand how residents view AI use in local government and how to communicate emerging technology initiatives transparently and responsibly
• Strengthen the case for mobile, accessibility, and self-service investment: Use clear data points (including support for mobile reporting tools) to justify continued investment in inclusive, accessible digital experiences