Citizen Portals

This technology category can help counties when the process is defined, ownership is clear, and success measures are realistic. Use the guidance here to assess readiness before evaluating specific products.

Readiness Questions

• Is the current workflow documented?
• Who owns data quality and security?
• What resident or staff experience should improve?
• Which legacy systems must integrate or be replaced?
• What policy, training, retention, and accessibility work is required?

When It Makes Sense

• High request volume or repeatable handoffs.
• Need for audit trail, reporting, or status visibility.
• Public access gaps or staff bottlenecks.
• Risk created by spreadsheets, email-only tracking, or undocumented exceptions.