15 Questions Leaders in Small Municipalities Should Ask About Technology

Technology has become a cornerstone of municipal operations, reshaping how staff work and services are delivered. In 2020, the importance of tech in small municipalities surged, proving that even smaller teams need to harness it effectively to thrive. For leaders in these municipalities, embracing technology isn’t optional—it’s essential.

Drawing from years of experience with small municipalities, we’ve outlined 15 critical questions leadership teams should ask to evaluate their approach to technology.

1. Do We Have a Technology Plan?

Every municipality needs a simple, clear technology plan covering the next three years. Outline critical systems, strategic priorities, and roadmaps for each initiative. Share it with council and staff to ensure alignment and accountability.

2. Are We Spending Enough on Technology?

Benchmark your tech spending. Across industries, organizations typically allocate 3.5% of their budgets to technology, with digital leaders spending 7-8%. Municipalities should aim for 2.5-5%, leaning toward the higher end to meet modern demands.

3. Are We Properly Staffed for Technology?

Under-resourcing is common. Allocate 2.5-5% of your total staff to tech roles, including GIS but excluding communication-focused staff. Don’t rely solely on neighbouring municipalities for benchmarks—look to leaders in technology for inspiration and guidance.

4. Do We Have the Right Skills on Our Team?

Technology involves different layers, from infrastructure to customer-facing solutions. Ensure your team (or service providers) covers all layers and aligns their skills to your needs. Address gaps by hiring or outsourcing as necessary.

5. Do We Know Who Does What?

Confusion often arises around IT roles and responsibilities. IT staff should work across all layers of technology, helping departments translate needs into solutions. Departments should lead adoption efforts and collaborate closely with IT for successful implementation.

6. Are We Making Tech Decisions the Right Way?

Technology decisions aren’t just technical—they’re operational. Senior leadership teams should actively guide decisions about spending, priorities, and acceptable risks. Regular IT briefings (6-8 times a year) help ensure alignment.

7. Do Staff Have the Right Tools?

Equip staff with up-to-date, reliable tools like laptops and smartphones. Regular replacements (every 2-4 years) ensure productivity. At minimum, staff should:

• Work securely from home.

• Access shared calendars and inboxes.

• Conduct remote meetings.

• Collaborate on documents seamlessly.

8. Do We Have the Right Business Systems?

Critical systems include finance, HR, asset management, permitting, GIS, records management, and meeting agendas. Prioritize addressing gaps one system at a time to avoid overwhelm.

9. Are We Offering the Right Online Services?

Modern customers expect online services. Start with essentials like online payments, permit applications, job postings, and council meeting streaming. Expand based on community needs.

10. Do We Have a Process for Delivering Tech Projects?

Establish a repeatable methodology for tech projects. Assign clear roles, monitor scope and risks, and ensure ongoing support post-implementation to evolve the solution as needs grow.

11. Does Leadership Understand Technology’s Potential?

Leadership teams don’t need to be tech experts but should stay curious. Attend workshops, invite guest speakers, and learn from peers to better guide tech initiatives.

12. Are We Managing Cybersecurity Well?

Data security is non-negotiable. Review protocols, train staff on cybersecurity best practices, and perform regular audits to minimize risks.

13. Do We Measure and Optimize Technology?

Regularly evaluate how well your technology supports operations. Gather feedback, track performance metrics, and make improvements where needed.

14. Are We Future-Proofing Our Technology?

Plan for scalability and adaptability. Ensure your systems can accommodate future growth, regulatory changes, and evolving community needs.

15. Do We Have the Right Partners?

Strong vendor relationships and external expertise can bridge gaps in resources and knowledge. Choose partners who align with your goals and values.

By asking these questions, small municipalities can take proactive steps to harness technology effectively. The result? Empowered teams, satisfied residents, and a stronger, more resilient community.