One of the central factors in good local government communication is public engagement. Resources allocated for government programs and initiatives can go to waste if the public can't access them or doesn't know about them. Local governments can drive engagement through effective public outreach and responsiveness, which is key to fostering public trust.
This can create a big challenge for local governments, because even if the public is aware of programs and resources, accessing them can become tricky if communication systems are inefficient.
Unique Communications Requirements for Local Governments
Local governing bodies are responsible for ensuring services, programs, and public officials are accessible or easy to reach for the public. Governments need proper communication channels to:
- Outline key aspects of programs available for the public
- Raise awareness about public safety and weather alerts
- Assist and inform law enforcement of local ordinances and events
- Manage programs, events, and initiatives effectively
- Respond to inquiries, applications, and other correspondence
These goals are not exhaustive, as all local government entities have unique agendas and communication requirements. Below are some examples of PBX vs. cloud-based phone system pros and cons for the public sector.
Pros of Traditional Communications Systems in the Public Sector
Analog phone systems still have many uses for local government. A few aspects to consider when deciding whether to fully switch over to the cloud include HIPAA considerations and cybersecurity.
HIPAA
For public health entities, it is essential to protect sensitive health information. Hackers tend to target healthcare entities since they have the most to lose with protected health information. This means that keeping only physical copies of health information might seem like a better option than storing them with cloud filing systems hackers could exploit remotely.
Airgap Networks
Traditional communication systems may rely on “air gapping” for cybersecurity, which is the isolation of assets from potentially less secure network locations. This is used in industries dealing with classified data, and it offers a high level of physical security since hackers can’t infect all data storage locations in one go.
Having a physical filing system along with a traditional email hosting service can prevent certain sensitive documents from being leaked from a single compromised email account. Air gapping is also useful for cyber compliance for some industries as well. Read more about air-gapped networks in our blog: Should You be Using Zero Trust or Airgap Networks?
Cons of Analog Communications Systems in Local Government
There are some drawbacks to analog communications for local government entities. One of the biggest ones would be the lack of flexibility for remote workers. The pandemic forced workers to stay home, and all non-critical personnel had to pivot to remote work. This shifted the entire workforce to accommodate remote or hybrid capabilities, and local government was no exception.
Hardware Considerations & Costs
It’s no secret that municipalities have limited budgets for communications. Phone lines can get pricey with every added user, and hardware can be expensive too.
PBX phone lines can come with added fees for hardware installation, repairs, troubleshooting, and more. This is different from cloud phone systems that often have all-inclusive monthly pricing per user.
Limited Remote Communications
Although there are ways to incorporate physical handsets with cloud computing, using only desk phones and phone lines is not recommended due to limitations for remote work.
Pros of Cloud-Based Communications in the Public Sector
Cloud services have developed into quite intuitive and secure channels for business communication, which local governments can leverage for better public service. The pros of cloud computing go beyond advanced features like AI notetaking assistants or creative video meeting backgrounds. Here are some benefits of a cloud-based phone system.
Greater Remote Flexibility & Scalability
Most cloud systems have mobile apps that can be installed on Apple or Android devices. These apps allow for SMS, voice or video calls, file sharing and more, allowing for seamless collaboration wherever employees have internet access.
Even with no remote or hybrid workers, on-the-go cloud communications are ideal for busy, in-demand employees. These solutions are also highly scalable in case you want to add another office or team of employees to your cloud plan.
Secure Interfaces
Cloud-based business communications solutions are designed with data security in mind. Your administration might deal with health records protected by HIPAA, or sensitive data like social security numbers. This is why a cloud-based platform is ideal for secure file sharing.
You can also leverage the security of the cloud through cloud faxing, which allows you greater control of users and file access.
Reduced Costs & Increased Sustainability
The all-inclusive pricing of cloud-based platforms makes them much easier to afford and scale if your municipality brings on new hires.
Unlike traditional phones with expensive line add-ons and hardware, adding new users to cloud subscriptions is simple. To read more about cloud vs PBX phone system pricing, see our cost analysis graphic here: Cost of Cloud-Based Business Communications Solutions vs Traditional PBX.
The cloud offers more than just streamlined calling, SMS, and file management. Transitioning activities like faxing and printing over to the cloud can save paper and provide better data security. This can reduce your environmental impact, as well as save money on consumables like toner and paper.
Cons of Cloud Communications for Local Government
Although cloud platforms are designed with modern communication needs in mind, they aren't for everybody. Here are a few drawbacks and possible snags to switching to the cloud.
Emergency Services & Other Analog-Reliant Processes
Depending on the existing technology within your local government, the cloud can complicate things. For example, fire detection systems are often linked to analog phone lines that need to dial out to emergency services in the event of a fire.
This can be a problem if you switch over to cloud-based phones as they are dependent on internet connection. If there is a power outage or the internet provider is doing maintenance during the night, call outs may fail.
Another example of a snag you could run into is if you use devices like pagers that aren't compatible with the cloud. Walkie-talkies and other analog devices will also be incompatible with a new cloud-based communications system, so make sure to bring these up with your managed communications provider.
New Technology Can Be Confusing For Some
Whenever you move to different tools within a business environment, you're bound to get pushback. Everyone has different technical skill sets, and new tools might not be easy to learn for some. This can be helped by partnering with an experienced managed communications provider.
These services will have professionals who can arrive on-site to walk your staff through the basics of your new tools.
How to Retain Some Physical Phone Systems While Leveraging the Cloud
You don't necessarily have to choose between physical handsets and cloud technology. You can retain your ability to call from desk phones, via "cloud PBX" hybrid systems. This still utilizes the internet to send and receive calls, and it allows for the tactile hardware as well if that's what you prefer.
To read more about how cloud and PBX systems compare, read our blog: Cloud Based Vs On-Premises PBX Phone Systems For Small Business.
Find the Right Government Technology Solutions
Whatever your municipality, you'll need a managed communications provider with experience in local government solutions. Finding a government IT solutions provider is no small task, but if you'd like to learn more about what it would look like for you, click the button below.
