2024 MNP Municipal Report: How does your local government stack up?

Canada's local governments are in a pivotal era. They are being called on to do more than provide basic services — they are enablers of healthy, connected, interactive communities.

The customers of today want municipal services that are responsive, efficient, and accessible. But fulfilling these expectations is no small feat.

The 2024 MNP Municipal Report digs into how municipalities across Canada plan to meet these demands. These vital insights outline the important and necessary transformations local governments need to consider in order to create vibrant, healthy communities.

To collect these insights, MNP — in partnership with Leger — conducted a survey in Spring 2024. There were nearly 300 completed responses from municipalities nationwide, offering a robust picture of the current landscape.

Here’s what we found.

Your voice, our action

Citizen experience and customer service

Improving and enhancing citizen experience and customer service has emerged as a top priority for 72 percent of municipalities. This focus underscores a broader trend toward developing municipal services that are more responsive, user-friendly, and tailored to the needs of .

Local governments are increasingly adopting strategies to capture customer feedback so they can act on it. This makes sure that services are continuously improving based on real-world input. For instance, some local governments are implementing user satisfaction surveys and feedback tools to better understand and meet the demands of their customers.

Guarding data for your peace of mind

Cyber security and privacy

In an era where data breaches and cyber threats are becoming more frequent and more sophisticated, cyber security remains top of mind for municipalities. Maintaining effective cyber security measures is not just about protecting sensitive information, it’s about preserving public trust and operational continuity.

Local governments are investing in advanced cyber security technologies and ongoing training programs to safeguard data and private information, and to protect against threats. However, this requires local governments to be consistently vigilant and quick to adapt and respond to new cyber threats.

Doing more with less

Resource scarcity and bureaucratic challenges

One big barrier to municipal success is the scarcity of resources. Often, local governments are operating on a tight budget, which limits their ability to invest in new technologies or customer-centric service models.

This challenge is made even more difficult by the bureaucratic red tape that slows down decision-making and implementation processes. This is particularly prevalent in larger municipalities, where the layers of approval and oversight are more extensive. This slow pace can lead to missed opportunities and hinder the organization’s ability to respond swiftly to customer concerns.

To overcome this barriers, local governments need to develop innovative approaches to enhance resource management and streamline administrative processes.

Efficiency through innovation

Adoption of AI and technology

A considerable number of municipal organizations are in the process of integrating, or planning to integrate, artificial intelligence (AI) and technology solutions like digital service platforms to improve customer service. These tools aim to increase efficiency and improve the overall quality of service by enabling more self-service capabilities. By leveraging AI solutions, municipalities can automate routine tasks, freeing staff up to focus on more important issues and providing customers with faster, more accurate responses.

The strategic implementation of these solutions isn’t just about keeping up with trends. It represents a shift in how local governments operate. Digital platforms and AI-based tools can streamline operational processes, reduce wait times, and make services more accessible to residents.

Turning resistance into rewards

Managing change and technological adoption

Despite advancements in technology and AI, municipalities face implementation challenges, like budget constraints, resource limitations, and resistance to change within the organization. Many organizations struggle to allocate the funds necessary for technological upgrades while also managing day-to-day operational costs. And limited employees and knowledge can slow down the implementation process.

However, the anticipated benefits — like streamlined workflows and improved service efficiency — make the investment worth it for many local governments. To fully leverage the benefits of technology, municipalities must overcome these hurdles to ensure long-term success and better service outcomes for their customers.