UKG, a leading provider of HR, payroll, and workforce management solutions, released a study showing local government HR practices improve resident satisfaction. The research covered 52 U.S. communities and was conducted with Polco, a community engagement platform, and Barrett and Greene, Inc., a government management research team.
“This is the first study demonstrating that municipal HR practices directly shape how residents perceive their local government,” said Nick Mastronardi, Ph.D., CEO and co-founder at Polco. “It confirms what HR professionals have long known: investing in city employees leads to better public service.”
Bob Lavigna, public sector fellow at UKG, said the findings give local HR departments a roadmap to boost community satisfaction. He explained that success depends on building a high-performing workforce. Lavigna emphasized that government leaders face rising resident expectations alongside tight budgets. He added that HR can serve as a key driver for measurable civic impact.
The report, Building Better Government from Within: Workforce Excellence and Resident Satisfaction, is based on a 73-question survey.
It identified five HR strategies linked to improved resident satisfaction:
- Performance Management: Clear goals and recognition for municipal employees correlate strongly with higher resident satisfaction.
- Qualified HR Staffing: Properly staffed HR departments improve talent attraction, onboarding, and employee skill development.
- Employee Well-Being: Programs addressing financial literacy, workload management, and strong manager-employee relationships boost retention and satisfaction.
- Recruiting and Hiring: Technology-driven recruitment reduces time-to-hire and ensures new employees have the necessary skills and community values.
- Compensation and Benefits: Pay equity, flexible leave, and transparent total compensation support talent attraction and retention.
“HR is no longer just a back-office function; it is a frontline driver of public trust,” said Katherine Barrett, co-principal at Barrett and Greene.
Richard Greene, co-principal at Barrett and Greene, added, “Investing in a high-performing workforce is fiscally smart and improves real-world outcomes for residents. HR capacity directly impacts community experience.”
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News Source:Businesswire.com
