The Reliability Gap in Local Government Communications
Local government cut its tool count faster than any other sector. Reliability in the field didn't keep pace.
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DownloadFor years, public sector IT and communications leaders have been under pressure to cut the number of tools, shut down the unauthorized ones, and show the investment is working.
Local government did exactly that, trimming its tool count and reining in unauthorized channels faster than any other sector in this study.
So why isn't confidence higher?
This briefing draws on The State of Workforce Communication, a study of 2,000 respondents across five markets, to explain the gap, and what leaders in IT, employee experience, and citizen experience can each do about it.
What's inside:
- Fewer tools, still the least confident sector. A leaner stack and tighter governance haven't bought trust
- Messaging is governed. Is AI? Where the next governance challenge is emerging.
- The friction isn't only outside the tools. It's inside them, too. The widest confidence gap in the study is a wayfinding problem
- 78% turn to voice when speed matters. Field workers describe what gets in the way: dead zones, radio static, repeated logins.
Download the report to learn what's driving the reliability gap in local government communications, and what to do about it.
Findings drawn from The State of Workforce Communication, a study of 2,000 IT decisionmakers, desk workers, and frontline workers across the US, Canada, UK, Germany, and France, conducted by Vanson Bourne on behalf of Mitel (2026).