42% of government processes use non-paper forms, but true optimization requires more. It’s often the difference between staying ahead of your peers or falling behind. Below are five practical ways to take digital processes to the next level. Let’s begin with one way many local governments are saving time, money, and headaches. 

1. Integrating Forms Into Software

One of the most impactful starting points is rethinking how forms are handled—moving from static documents to dynamic, integrated tools. Take, for example, a small Tennessee borough clerk’s office that handles block party applications. Rather than printing forms and manually checking for completeness, a digital system could flag missing information in real time and send automatic updates to applicants. Staff would no longer need to chase down details, and applicants would get clearer, faster responses.

Switching from static PDF forms to interactive, software-integrated forms makes a noticeable difference in staff efficiency and resident experience. Instead of emailing PDFs back and forth, a purposeful system could accept digital submissions, route them automatically, and store the data securely for future use, making life easier for you and residents alike.

2. Centralizing Resident Services

Once forms are digitized and connected to internal systems, the next step is making it easier for residents to access those services in one convenient place. Picture a mid-sized town where the clerk and public works departments previously managed their own webpages and contact forms. Residents might have visited three websites to renew a pet license, check recycling pickup schedules, and file a noise complaint. With a centralized portal, those services become easier to find and use, and local governments gain a clearer picture of community needs through unified data collection.

Managing services in one centralized location streamlines internal workflows and simplifies the resident experience. An online resident portal can be a destination for everything from paying taxes to reporting streetlight outages.

3. Automating Repetitive Workflow Processes

With services centralized, another area of opportunity for digital transformation for staff may be improving the speed and consistency of internal processes, especially those that are time-consuming and repetitive. Repetitive administrative tasks can drain time and create bottlenecks. Automating these workflows reduces delays and frees staff to focus on higher-value work.

Take a zoning office in Pennsylvania that receives dozens of fence permit requests each month. Automation could route each submission based on zoning district, flag required documentation, and add to an inspector’s schedule without manual sorting. The system could also send reminders to applicants and updates when approvals are complete—no phone calls or extra paperwork required. 

4. Enhancing Data Integration and Departmental Sharing

As workflows become more automated, the need for better communication and collaboration across departments becomes even more critical. Planning departments play a huge role in coordinating with code enforcement, especially when it comes to project approvals and inspection records. When a resident calls about an unpermitted structure, staff could instantly see whether a permit was issued, when the last inspection took place, and whether follow-up is needed—all without contacting another department or searching through disconnected systems.

When data lives in silos, departments often duplicate work or miss important context. Creating a connected data environment allows for better collaboration, smarter decisions, and faster responses.

5. Making Digital Services Mobile-Friendly

Bringing departments together is important, but so is meeting residents where they are. That’s why mobile-friendly services are a must in today’s world. Residents increasingly expect services to work quickly on mobile devices. Making digital tools mobile-friendly, or even launching a dedicated app, improves accessibility and encourages more people to engage with their local government.

For example, consider a city where residents regularly submit maintenance requests for potholes or graffiti. A mobile app could let users snap a photo, submit a request with geolocation data, and get notified when the issue is resolved. Staff benefit from more accurate reporting, and residents feel more connected to the response process.

A Smarter, More Connected Future

Optimizing digital processes is an ongoing effort to improve how government agencies serve the public. Each step, from integrating forms to launching mobile apps, helps build a more responsive, transparent, and efficient operation. These changes don’t just benefit residents. They also make day-to-day work easier for staff.

Interested in taking the next step? Schedule a free, 15-minute consultation with one of our experts to explore how to streamline your digital ecosystem and better serve your community.