Today’s Morning Buzz is by Billy Trakas, GovTech professional and founder of Plateia.ai. Connect with Billy on LinkedIn.
- Who my pets are: My Cocker Spaniel, Louie — you can catch a photo on my LinkedIn!
- What I’m watching: “The Studio” on Apple TV
- A hobby I enjoy: Off-roading and camping
If you work in local government today, you probably get more emails from software vendors than you can keep up with. New platforms promise to make everything more efficient, more transparent, and more resident-friendly — and while many can deliver, others can leave you stuck with a product that no longer meets your needs (but still eats your budget).
Over my seven years working in GovTech, I’ve seen firsthand how critical asking the right questions can be. I’ve heard countless stories from frustrated city managers and procurement officers who’ve signed on with seemingly promising software vendors, only to feel trapped when the true costs and conditions came to light.
In today’s world — with AI-driven startups flooding the market and large tech companies acquiring GovTech tools merely to shelve their innovation — it’s more important than ever for local governments to do careful due diligence. Some vendors intentionally use complex pricing, vague road maps, or lock-in tactics, relying on government teams not asking tough questions up front.
That’s exactly why I’m sharing this insider perspective. If I were sitting in your seat today, here are the exact questions I’d ask every GovTech vendor before signing a contract — and why they matter.
1. What is your typical annual price increase (uplift)?
GovTech is notorious for getting in low and increasing prices heavily in later years. Many vendors rely on the fact that after implementation, governments won’t want to redo the work or re-procure. Ask directly: What is your average price increase year over year? Can I get that in writing?
If they hesitate or won’t commit — that’s a red flag.
2. What does your product road map look like?
You’re not just buying software for this year — you’re investing in a platform you want to grow with. Ask vendors to share recent product releases and their future road map.
If they can’t articulate where the product is going, or can’t show evidence of innovation, that’s a sign it may not evolve with your needs.
3. What does support look like, and exactly how long will implementation take?
Ask vendors directly about support channels, service levels (SLAs), and clearly define the timeline for implementation. Get it in writing. You want a realistic picture — whether setup takes one to two months or nearly a year, clarity up front prevents unwelcome surprises and hidden costs.
4. What happens if we decide to leave — do we retain access to our data? In which format?
Data portability is critical. You want to know: Can I export my data in an open, usable format (CSV, JSON, etc.)? Will there be any fees or restrictions? See internally what you can do with that data.
You don’t want to be held hostage because your data is trapped in a proprietary system.
5. How do you handle security and compliance? Can you provide documentation?
Ask for clear, written documentation on:
- Security standards (SOC 2, ISO 27001, etc.)
- Data residency (where your data is stored)
- WCAG 2.2 compliance for web content accessibility (with new legislation, staying ahead on accessibility is critical)
Don’t accept vague answers here — this protects both your organization and your residents.
6. What is your customer churn rate?
If a vendor has high customer churn, it’s a red flag that customers aren’t happy or are leaving for better solutions. While not all vendors will share this openly, asking the question signals that you care about long-term value.
If they do share a number, ask: What are your top reasons for customer churn? You’ll learn a lot from that answer.
7. Can you provide references from similar-sized governments?
It’s easy for vendors to name big city clients or flagship projects. What you want are references from governments like yours — similar size, similar structure, similar budget.
Ask to speak to at least one reference that matches your profile — and follow up.
8. How often do you conduct usability testing with government users?
Government workflows are unique — they’re not the same as private-sector tools. Ask if the vendor actively involves real government users in their testing and road map decisions.
If they don’t, their product may evolve in ways that don’t match your operational needs.
9. What does your renewal process look like?
Some vendors make renewals deliberately tricky, adding surprise fees or creating auto-renewal clauses that lock you in. Ask up front:
- Is there an auto-renewal clause?
- How much notice is required to cancel or change the contract?
- Will renewal terms and pricing be provided in writing with adequate time for review?
A good vendor will be transparent about renewal processes.
10. Who are your competitors, and how do you compare?
If a vendor truly believes in their product, they’ll openly and transparently talk about their competitors. See if they give you honest comparisons and even acknowledge areas where competitors may currently be ahead.
I’d personally rather choose a vendor who’s transparent and confident about where they’re headed, even if they don’t yet have every advanced feature, than a vendor who pretends competition doesn’t exist. Transparency signals confidence, innovation, and a clear vision—exactly the kind of partner local governments need.
Final Thoughts — Why This Matters
As someone who’s spent years on the GovTech side, I can tell you this: the questions you ask upfront matter just as much as the product itself.
Many governments end up stuck in contracts they regret — not because they chose the wrong functionality, but because they didn’t ask about the terms, the support, or the product’s long-term trajectory.
Today, tools like Plateia.ai (the marketplace I’m building) are helping governments explore demos, compare products, and access key information — all for free and without giving tech companies your personal information — before entering the procurement process. Whether you use Plateia or any other resource, the most important thing is to go in prepared, ask the right questions, and make decisions that will serve your team and your community well into the future.
If you ask them — and listen carefully to the answers — you’ll make better decisions that serve your team and your community for the long haul.