Rethinking Civic Engagement: Why Traditional Civic Engagement Tools Are Falling Short

Civic engagement, particularly public participation, has become a growing priority for city governments in the past decade. As a response, numerous civic engagement apps and public platforms have emerged, promising to bring citizens and governments closer.

However, as we advance further into the digital age, many of these once-innovative platforms are showing their age. Designed in the early 2010s, these apps have failed to keep up with new technology and the evolving needs of citizens—especially younger generations.

Today, users expect more than just a basic reporting tool. How often do we notice issues in our neighborhoods but choose not to report them? That disconnect lies in the fact that most civic apps fail to engage users meaningfully. They feel outdated, with little incentive to keep coming back.

The expectations of younger generations, particularly Gen Z, have changed. They value transparency, real-time feedback, and digital experiences that are seamless and integrated into their mobile lives. They prefer platforms where they can collaborate and see the tangible impact of their contributions—all without the pressure of direct human interaction, even when dealing with government employees.

Why Traditional Civic Platforms Are Missing the Mark

1. Narrow Focus on Problem Reporting

Most traditional citizen engagement apps limit their functions to issue reporting. They allow users to log specific problems—such as graffiti or broken infrastructure—but they don’t provide any wider form of engagement.

This limited functionality means users only engage when they encounter a problem. Once a report is submitted, there’s little reason to return to the app, leading to infrequent use and poor retention.

Example: Once you report a pothole through a traditional app, there’s no reason to open the app again until you encounter another issue. The result? The app becomes another forgettable icon on your phone.

2. Lack of Location-Based Context in Problem Reporting, Voting and Surveys

One major flaw of traditional civic apps is their inability to effectively tie public input to specific locations. This problem affects both issue reporting and voting/surveys.

When it comes to issue reporting, while some apps ask users to manually provide coordinates or select a location, this creates unnecessary friction—especially for younger users. The decision to report an issue is often made in a matter of seconds, and when people are walking outside, they need a tool that lets them report quickly and effortlessly. Unfortunately, many apps feel like filling out government forms, making the process tedious and discouraging.

In surveys or votes, the problem is even bigger. People can give input on areas they don’t visit or understand, skewing the results and leading to decisions that may not reflect the needs of those who use the space regularly.

Example: Imagine a city survey about installing a bike lane on a busy street. People who don’t live near or regularly pass through that area can still vote, even though they lack firsthand knowledge of the traffic or safety issues. Meanwhile, someone who hasn’t visited the street in months can cast a vote without relevant, up-to-date information. This results in feedback that doesn’t always represent the interests of those who actually use the space.

3. Outdated Design and User Experience

Many of these apps have outdated interfaces that resemble old government websites. They’re hard to navigate and don’t offer the polished, intuitive experience users expect from modern apps of the 2020s. With so many well-designed apps in other areas of life, a frustrating or confusing user interface can be a deal-breaker, especially for younger users.

Example: Compare the smooth, intuitive design of Instagram to a civic app from the early 2010s that makes you dig through menus to report an issue. Users are less likely to return to an app that feels outdated and inconvenient.

4. Limited Community Interaction

Civic engagement is about more than just reporting problems—it’s about fostering a sense of community. Unfortunately, most traditional apps treat civic participation as a one-way street. There’s little room for citizens to interact with each other or their local government in a meaningful way.

Example: After reporting a problem, you don’t see what others in your community are discussing or sharing, or who else agrees with you. There’s rarely an opportunity to participate in polls about urban planning or share your thoughts on new developments. And these opportunities don't lead to bigger conversations. The apps usually feel impersonal and transactional.

5. Lack of Engaging Elements

Many civic apps often lack engaging features. It's not just about having a nice design; the app should make people want to come back.

Adding elements of fun, like gamification or interactive features, can help, but many apps don't offer this. Simply reporting problems or voting occasionally isn’t enough to keep users involved.

Another issue is that many apps don't consider, what’s in it for the citizen. People want to feel like their contributions matter, but they also need a reason to keep coming back. If there aren’t enough opportunities for regular input or incentives to stay engaged, users lose interest.

For civic apps to work long-term, they need to offer ongoing value—something that makes people feel like they’re part of a community and making an impact.

6. Failure to Embrace Modern Technologies

While the rest of the app world has embraced technologies like augmented reality (AR), AI, real-time updates, and mobile-first design, most civic apps are stuck in the past. This failure to innovate is especially off-putting to younger, tech-savvy users who expect modern functionality.

The limitations of traditional civic engagement tools have created an opening for new platforms that take advantage of modern technologies and focus on more than just problem reporting.

Platforms like Auglinn are emerging to fill this gap, offering citizens a richer, more interactive way to engage with their communities.

Auglinn: A New Kind of Civic Engagement

Auglinn is part of a new generation of civic engagement platforms designed to overcome these challenges. Unlike traditional apps that focus solely on problem reporting, Auglinn uses location-based tools and AR technology to encourage deeper, more interactive community participation.

Here’s how Auglinn stands out:

1. Efficient, Location-Based Complaint Handling

One of Auglinn’s standout features is its ability to let users drop complaints or feedback in specific locations through AR. Rather than filling out generic forms or entering coordinates, citizens can walk around their neighborhood, spot an issue, and leave a note directly at the location using their phone’s camera.

City officials can then view the complaint on a map and also at the relevant location, making the process faster, more accurate, and easier to address.

Example: You’re walking past a playground and notice that some equipment is broken. Instead of reporting it through a long form, you point your phone at the problem, drop a virtual note, and move on. City workers see it immediately and know exactly where the issue is located.

2. Real-time Surveys and Polls

With Auglinn, cities can conduct real-time, location-based surveys without needing surveyors to be physically present. For example, a city could “drop” a question about street design in a busy downtown area, and anyone passing by can view this question virtually and respond to it through the app. This makes gathering public opinion on local issues more direct and accessible.

Example: The city wants to know how residents feel about adding more bike lanes downtown. They place a virtual question (visible on a map and at the location with AR) at a popular intersection, and citizens passing by can quickly answer the question through the app.

3. Real-Time City Updates

Auglinn also allows cities to provide real-time updates and alerts to citizens, directly where they matter. Whether it’s a road closure or emergency notifications, the city can share relevant information through AR markers placed in specific locations.

Example: A city is planning tree maintenance in a local park. AR markers are placed near the specific trees scheduled for trimming or removal, allowing park-goers to see which areas will be affected and when.

This location-specific information helps citizens avoid the disruption and stay informed about what’s happening in the exact spots they frequent, without having to search for general updates.

4. Location-Based Notes for Municipal Employees

City employees can use Auglinn to leave location-based notes about ongoing projects or issues. For example, an employee can visit a construction site, take notes on their phone, and later view or share those notes from their laptop. This makes tracking city projects easier and more efficient.

Example: A city inspector visits a road repair project and logs their observations directly on-site. Later, they can access those notes from their desktop or share them with other departments for follow-up.

5. Announce City Events Remotely

Cities can announce local events or meetings right at the spot where they’ll take place. Whether it’s a farmers’ market or a town hall meeting, citizens can see event details as they pass by, encouraging greater participation and awareness.

Example: The city council places a virtual note at the city hall, inviting residents to an upcoming public meeting. As people walk by, they’re informed about the event (through AR) and can easily add it to their calendars.

The Future of Civic Engagement with Auglinn

Civic engagement is shifting toward a more connected and interactive experience, where citizens don’t just report problems—they actively shape the spaces they live in. The future lies in using tools such as augmented reality (AR), mixed reality (MR), and AI, which will reshape the nature of humans' interactions with their surroundings and with each other.

These technologies will make it easier for everyday citizens, especially younger generations, to engage with their surroundings and speak up about the streets and neighborhoods they walk through daily. The goal is to activate the silent majority, giving them a voice in shaping their cities, rather than leaving decisions to a few vocal participants.

Platforms like Auglinn help make this vision a reality by offering immersive, easy-to-use tools that encourage citizens—especially the younger, tech-savvy ones—to get involved. By integrating AR and location-based features, these platforms turn civic participation into a collaborative process, empowering citizens to not only engage but also help shape the future of their communities in ways they never could before.

Watch the Auglinn video showcasing its use in citizen engagement cases: