Authored by Kim Sands, Director of Strategic Intelligence, Tyler Technologies
Across cities and local governments, “efficiency” has become a standing expectation. Leaders are being asked to deliver faster, more accessible services — often with the same or fewer resources — while navigating staffing shortages, aging systems, regulatory requirements and rising public expectations.
Key Takeaways
- Efficiency is a growing priority for cities — but it’s defined and experienced differently across organizations.
- Staffing constraints, legacy systems and competing demands shape what’s realistically achievable.
- Assumptions about efficiency don’t always reflect day-to-day operational realities.
- A broader, field-wide perspective is needed to ground the efficiency conversation in real-world experience.
Despite how frequently the word is used, efficiency is rarely a shared or simple concept. For some organizations, it means reducing paper-based processes. For others, it’s eliminating duplicate data entry, shortening approval cycles, or relieving staff workload without sacrificing accuracy or accountability. In many cases, it’s a combination of all of these.
Over the past year (PDF), expectations around government efficiency have intensified. Public conversations increasingly assume that faster results and streamlined operations should be achievable — even as staffing constraints, legacy systems and regulatory requirements remain very real. While tools like automation and AI are often cited as potential accelerators, how these expectations translate into day-to-day operational reality varies widely across cities and towns.
Why “Efficiency” Means Different Things Across Cities
Efficiency looks different depending on an organization’s size, structure, systems and starting point. A small city may struggle most with manual processes and limited staff capacity, while a larger jurisdiction may be dealing with disconnected systems or complex approval chains that slow work across departments.
As a result, similar pressures can lead to very different priorities and paths forward. That variability makes it difficult to rely on anecdotes or isolated examples to understand what’s really happening across the field.
Where Inefficiencies Show Up Day to Day
In conversations with government leaders and staff, a few common friction points surface repeatedly:
- Manual or paper-heavy workflows
- Disconnected or siloed systems
- Duplicate data entry and rework
- Lengthy review or approval cycles
- Limited self-service options for staff or residents
What’s less clear is which of these challenges are most widespread — and which have the greatest impact — across cities of different sizes and contexts.
What’s Getting in the Way of Progress
In many cases, the barrier to improving efficiency isn’t lack of commitment or awareness. It’s limited capacity, budget constraints, regulatory and compliance requirements, competing priorities or uncertainty about where to start.
While automation and assistive technologies are part of the efficiency conversation, many organizations are focused on practical, incremental improvements that reduce administrative burden and help staff focus on higher-value work. For most cities, efficiency gains happen gradually, not through sweeping change.
Why a Field-Wide View Matters
Because local governments operate under diverse conditions, shared learning is especially valuable. Understanding where challenges overlap — and where they differ — can help leaders benchmark their own experiences and identify realistic priorities.
To move this conversation beyond assumptions and headlines, we’re gathering input from government leaders and staff across jurisdictions through a short survey focused on operational efficiency. The goal is to develop a clearer, field-wide picture of:
- Where inefficiencies are most commonly felt
- What organizations are prioritizing over the next 12-18 months
- What challenges are standing in the way of progress
- What meaningful impact improved efficiency would actually have — for staff, services and communities
The survey takes approximately five minutes to complete and focuses on operational realities rather than specific technologies or solutions. Responses will be aggregated and anonymized, and findings will be shared later this year.
If you’re navigating these questions in your own organization, your perspective can help ensure the efficiency conversation reflects the full range of city and local government experience.
Visit the NLC Strategic Partnerships page to learn more about the organizations like Tyler Technologies dedicated to making NLC the premier resource for local governments.
Take the Survey
Share your perspective by participating in the Efficiency in Government Operations survey.
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