Overview

November 20
11AM PT, 2PM ET

Register

Residents trust their local leaders, but many are dissatisfied with the services they receive. Why?

In this webinar, CivicPlus experts will unpack the results of the 2025 Resident Satisfaction and Trust (RSAT) survey, the most comprehensive study of its kind. You’ll gain a data-driven perspective on what residents expect from digital government and how leaders can translate trust into measurable satisfaction.

You’ll learn:

  • What more than 26,000 residents revealed about trust, satisfaction, and digital expectations
  • The role of website usability and accessibility in shaping resident perceptions
  • Practical steps your organization can take to improve the resident experience

Walk away with a roadmap for building resident-first digital services that foster both trust and satisfaction.


Speakers

Phillip Becker headshot

Phillip Becker

Product Manager, CivicPlus

Phillip Becker is a CPACC-certified Product Manager specializing in digital accessibility and inclusive design. His ADA journey began with designing accessible playgrounds, a hands-on foundation that continues to inform his work in creating equitable digital experiences. Currently, Phil leads initiatives to improve web accessibility through governance tools, automated scans, and targeted insights. He also champions developer certification efforts to embed accessibility deeper into product development culture.

Brenden Elwood headshot

Brenden Elwood

VP of Market Research, CivicPlus

CivicPlus® Vice President of Market Research Brenden Elwood is passionate about resident engagement, community betterment, and knowledge gained through research and conversation. With over 14 years of experience as an elected official and professional research experiences, Brenden helps CivicPlus continue to scale and provide best-in-class solutions. Brenden leads the CivicPlus Market Research arm and is developing programs to better understand how our solutions positively impact resident experiences in the communities we serve and how we can tailor our solutions to serve their needs.

Grace Simrall headshot

Grace Simrall — Moderator

Senior Fellow, Center for Digital Government

Grace Simrall is a Senior Fellow at the Center for Digital Government and the founder of iGlass Analytics, an innovation, data and analytics services company based in Louisville, KY. She served as the Chief of Civic Innovation and Technology of Louisville Metro Government from 2016-2023. Under her leadership, the city has been the most widely recognized civic innovation team in the country including awards in 2017 Center for Digital Government - Most Innovative City, 2018 and 2021 Bloomberg Philanthropies Mayors Challenge Champion City, 2018 Smart Cities Council Readiness Challenge awardee, 2019 Microsoft Future of Work Initiative, 2020 What Works Cities Platinum certification status, and 2023 US DOT SMART Phase I grant awardee.

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