Governments are under increasing pressure to connect with their communities in ways that are both impactful and equitable. However, many are held back by fragmented systems, outdated tools, and inefficient processes.

In this article, we'll address the key challenges of modern engagement, demonstrate how to evaluate your current tool stack in light of those challenges, and outline the five must-have features of an engagement platform in 2025 that directly address these shortcomings.

Understanding the challenges of community engagement in 2025

During our collaboration with 500+ governments and organisations, we have seen many governments encounter similar obstacles in their efforts to engage with community members. Here are some of the most frequently cited challenges:

1. Fragmented systems and processes

Many governments and organisations, and even departments within these same organisations, rely on a patchwork of tools: survey platforms X, Y, and sometimes even Z, CRMs, email marketing software, and more. This fragmentation creates silos, with each department speaking a different "language" and followinf inconsistent approaches. 

The result? Inefficiencies, misaligned workflows, and disconnected strategies. This creates barriers to collaboration and comprehensive oversight, as departments struggle to coordinate efforts and achieve consistent outcomes.

It's like trying to build a house where the carpenters speak only French, the electricians only German, and the plumbers only Spanish – the project is destined for miscommunication and costly delays.

2. Difficulty measuring ROI

Without robust analytics and reporting tools, it’s nearly impossible to quantify the impact of engagement initiatives, making it harder to demonstrate a positive return on investment (ROI). In today’s climate of financial scrutiny, every investment is expected to yield measurable results and justify its cost.

This lack of clarity complicates internal decision-making and affects external communication. For example, when reporting back to the community, having reliable data to showcase successes and improvements is crucial for maintaining trust and transparency.

Without the right tools, you risk falling short in both areas.

3. Engagement fatigue and repeated outreach

Community members experience survey fatigue when asked the same questions without seeing tangible results or improvements. This not only diminishes their willingness to participate but also erodes trust in future engagement efforts.

On the other side, engagement teams face inefficiencies when they have to start from scratch for each new project, often reinventing processes that could be streamlined with the right tools or having to invest many resources in communications and outreach.

Without centralised insights or reusable resources, valuable time is lost on redundant tasks, delaying project progress and limiting the overall impact of engagement efforts.

4. Data silos and analysis challenges

Disconnected data sources prevent organisations from building a comprehensive understanding of community needs. For example, feedback collected through surveys may be stored in one system, while demographic data resides in another.

5. Lack of support and adaptability

Many engagement platforms offer limited support and little room for customisation, which can become a significant barrier as your needs evolve.

As engagement strategies grow more complex, you require a platform that can scale alongside you – supporting new methods, larger projects, and varying community needs.

What’s more, without adequate support, you might struggle with time-consuming troubleshooting or risk expensive mistakes that do more harm to community trust, ultimately limiting the platform’s long-term value.

Evaluating your current tool stack

Choosing the right public engagement platform requires careful planning – you wouldn’t hire a new team member without understanding their role and responsibilities upfront, and the same goes for selecting software.

Before you start shopping for a community engagement platform, it's crucial to understand your specific needs and challenges. This step will ensure you select a solution that truly checks all the boxes and that will help elevate your engagement projects. Since there are numerous options on the market, having a well-defined requirements checklist ensures you can match your organisation’s needs with the platform’s capabilities, whether you’re starting fresh or upgrading.

It also prevents teams from being swayed by flashy features that may seem appealing but offer little value. By keeping everyone focused on key requirements, you ensure that departments, even though they might have differing priorities, remain aligned. Collaboration across departments is crucial, and a shared checklist promotes consistency and smoother projects.

The 5 must-have features for truly impactful engagement in 2025

1. AI-powered analysis

In 2025, quickly deriving actionable insights from community input is essential. Faster insights allow you to take immediate action, improving responsiveness and community trust. Look for AI-powered tools that can organise, tag, and analyse feedback in seconds.

2. Seamless integration of online and offline engagement

Bridging the gap between online and offline engagement is critical. Modern platforms should include features like offline input digitisation, enabling you to import handwritten notes or paper surveys into a centralised system.

3. Multilingual support and accessibility

Inclusive engagement requires platforms with automatic translation tools and compliance with accessibility standards (e.g., WCAG). This ensures that all community members can participate regardless of language or ability.

4. Advanced segmentation and re-engagement tools

Re-engaging past participants is crucial to maintaining long-term involvement. Platforms should offer segmentation capabilities to target individuals based on previous interactions, demographics, or feedback history.

Moreover, contacting community members who engaged in a previous project saves time and increases the chances of participation.

5. Comprehensive toolbox to cover all engagement preferences

Engagement is not one-size-fits-all. Look for a platform offering various tools – from simple surveys to advanced participatory budgeting. This flexibility allows you to tailor engagement methods to different projects and objectives, and meet your community’s diverse engagement preferences.

Why Go Vocal stands out

At  Go Vocal, we develop our platform with the challenges and needs of our client community in mind. Here’s how we address each of the five must-have features:

• AI-powered analysis with Sensemaking: With our AI assistant, you can organise, analyse, and summarise community input in seconds, saving you up to 50% in time and effort.
• Offline input digitisation with Form Sync: Seamlessly integrate offline feedback into your digital engagement workflows.
• Multilingual support with automatic translations: With automatic translations in 27 languages, we ensure inclusive engagement for diverse communities.
• Advanced segmentation with Smart Groups: Easily identify and re-engage past participants with our powerful segmentation tools.
• Comprehensive toolbox: From Surveys to Interactive Mapping and Participatory Budgeting, you have a wide range of tools at your fingertips to design projects that fit your needs.

Preparing to buy a community engagement platform: a roadmap

Are you considering a community engagement and consultation platform but unsure how to navigate the process? Or are you already using a platform and feel it’s time to gauge the market again and ensure your solution is as future-proof as possible? This guide will help you navigate the procurement process efficiently and choose the engagement solution that best suits your organisation’s needs.