If you’ve ever waited at City Hall, struggled with paper forms or outdated websites, or felt that emergency response seemed slow, you’re not alone. Across the country, government agencies — from small towns to rural counties to major cities — are under growing pressure to modernize the systems that power everything from permitting and billing to emergency response. For many, cloud-based technology (where data is hosted at a data center instead of within a government building) is proving to be the best path forward.
While a growing number of public agencies have already adopted cloud-based systems, others still rely on older, on-premise technology. Today, cloud solutions are more accessible than ever, even for smaller cities and counties with limited budgets. For agencies still making the transition, the shift to the cloud isn’t just a tech upgrade: it’s a way for them to deliver faster, more secure and more reliable services to their communities and to be more resilient to natural disasters and cyberattacks.
Real-life examples of why it matters
Here are a few real-world examples of how cloud adoption is enhancing cybersecurity, improving disaster preparedness and increasing reliabilityin communities across the country:
- Fulton County, Georgia experienced a cyberattack in 2023 that took down all systems. “You don’t want a cyber event. People don’t realize how important 911 is until you don’t have it,” said William Orgertrice, division chief for the county’s emergency services department. “Since moving to the cloud, 911 operations are not only more secure and efficient but better equipped to handle emergencies without interruption.” The upgrade reflects Fulton County’s commitment to public safety, technological innovation and proactive cybersecurity.
- In Albany/Dougherty County, Georgiathe local jail’s basement server room repeatedly flooded. Colonel John Ostrander, the county’s chief jailer, said, “Moving to the cloud is not a simple technology upgrade, it’s a way to literally keep our data dry and ensure uninterrupted access to our critical systems.”
- In Fairbanks, Alaskathe dispatch center supports multiple emergency agencies. “We’re not just responsible for our own agencies, we support two other dispatch centers that rely on our CAD to protect their communities. If we go down, they go down, too,” said Kristi Merideth, dispatch manager. “Moving to the cloud gives us the confidence we need to support everyone who relies on us.”
- In Terrebonne Parish, LouisianaHurricane Ida knocked out emergency communications. Since then, cloud-based software and other upgrades have been implemented. “We don’t rely on hope anymore,” said Mark Boudreaux, executive director at Terrebonne Parish Communications District. “We rely on the cloud, a bigger generator and Starlink.”
These stories show that cloud technology isn’t just about convenience, it’s about safety, reliability and public trust.
How the cloud improves emergency response
Whether it’s a vehicle accident, health emergency or crime in progress, seconds matter for the caller and the emergency responder. One of the most impactful benefits of cloud technology is how it enhances 911 systems and emergency services.
According to federal agencies, about 240 million calls to 911 are made each year. By cutting response times by even one minute, an additional 253,032 lives can be saved annually. The Federal Communications Commission (FCC) has estimated that improving 911 location accuracy to reduce response times by one minute could save as many as 10,000 lives per year. Furthermore, more than 80% of 911 centers in the U.S. report being significantly understaffed, according to a report by the National Emergency Number Association (NENA).
Cloud-based dispatch platforms enable faster response times by streamlining communication and reducing delays. First responders can access real-time data such as traffic conditions, updated maps and even building layouts, giving them critical information before they arrive on scene. This situational awareness helps emergency teams navigate more efficiently, coordinate better and respond with greater precision, ultimately saving lives.
Why more agencies are switching to cloud tech
A recent study by CentralSquare Technologies and Amazon Web Services (AWS) found that most public agency leaders are optimistic about moving to the cloud. While saving money is a motivator, leaders are also excited about:
- Enhanced security: Critical, life-saving data is better protected from hackers and ransomware breaches.
- Better disaster preparedness: Reliable 24/7 access to data from anywhere, secure from natural or human-made disasters.
- More flexibility: Allows management to re-allocate staff resources away from day-to-day maintenance to focus on more mission-critical duties
- Automatic software updates: Provides the latest functionality and security updates immediately, with faster deployments.
- Pay-as-you-go methods: Enabling better financial planning.
- Improved collaboration: Agencies can share data more easily, helping departments work together.
- Enhanced citizen experience: Online services become faster, easier to use and more transparent.
Interestingly, the study found that the more progress agencies made in their cloud journey, the more confident they felt about continuing.
Benefits for residents
When local government agencies adopt modern, cloud-based software, it also helps them serve residents more effectively, providing benefits like these:
- Faster service delivery for permits, licenses and utility billing
- Greater transparency through real-time public data
- Improved emergency response with faster dispatch and better information
- Stronger data security with modern protections
- Resilience during disasters allowing agencies to operate from any location
The role of new technologies
Cloud computing also opens the door to exciting innovations. Technologies like artificial intelligence (AI), machine learning and edge computing are helping governments:
- Predict and respond to community needs
- Analyze data to improve services
- Automate routine tasks, allowing staff to focus on more important work
A report by global research firm Forrester noted that nearly one-third of government tech leaders plan to modernize their core systems within the next year.
What’s next?
If your local government hasn’t modernized all of its software systems, cloud-based technology is likely on the horizon. It’s a smart investment for agencies and for taxpayers. As more governments embrace cloud technology, you can expect services to become more efficient, responsive and user-friendly. Whether it’s renewing your driver’s license online, reporting a pothole or receiving emergency alerts, cloud-based systems are helping public services work better for everyone.
For more information about cloud-based software systems for government agencies, please visit centralsquare.com.
CentralSquare is a Business Reporter client.
Members of the editorial and news staff of USA TODAY Network were not involved in the creation of this content.