Government Experience Insights

GXI Professional

Better serve every person in the community with actionable AI-powered insights and recommendations designed specifically for government.​

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OVERVIEW

AI-powered intelligence for better government results

Unlike traditional dashboards that leave teams buried in data, GXI Professional helps agencies understand what their data means, know what to prioritize, and prove whether improvements are working, all tied to agency goals.​

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OUTCOMES

Find friction before residents do​

Experience insights continuously evaluate critical digital services and experiences to identify where residents struggle to find information, understand requirements, or complete tasks.

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Reach more people

Audience insights help agencies understand who they’re engaging, who they’re missing, and how representative their participation is.

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Understand what drives participation​

Engagement insights show how content, campaigns, and communication efforts perform across channels and uncover opportunities to improve.

Use Cases

See how GXI Professional answers your most important questions​

  • Unify audience, engagement, feedback, behavioral, and experience data in one view.​
  • Connect performance trends to agency goals and priorities.​
  • Surface the biggest drivers of reach, engagement, and outcomes.​
  • Understand who you’re reaching and who may be underrepresented.​
  • Track audience growth, engagement, and participation across channels.​
  • Identify opportunities to expand reach and strengthen community connections.​
  • Identify friction points across digital experiences.​
  • Uncover drivers of sentiment, drop-offs, and dissatisfaction.​
  • Move beyond symptoms to understand what needs fixing.​
  • Transform signals into prioritized recommendations.​
  • Rank opportunities based on impact and agency goals.​
  • Focus resources on the actions most likely to improve outcomes.​
  • Measure performance before and after improvements.​
  • Track progress against strategic goals.​
  • Demonstrate outcomes with clear reporting and benchmarks.​
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How it works

Align insights to agency priorities​

Select your goals

During onboarding, agencies select their organizational goals and the digital experiences that matter most to them.

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Personalize your priorities

Based on a user’s role and priorities, pre-built goals aligned to common government objectives are recommended. Users can also create custom goals to support their agency’s specific priorities.

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Turns goals into action

These goals become the foundation for dashboards, prioritization, recommendations, and reporting so insights remain aligned to business outcomes rather than disconnected metrics.

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Why Granicus

Built on government experience

Purpose-built for the public sector, GXI Professional is informed by decades of government experience and billions of resident interactions, giving agencies insights grounded in the realities of public service.

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Goal-first, not metric-first​

Most analytics tools report what happened. GXI Professional connects insights to agency goals so teams understand which actions will have the greatest impact on desired outcomes.

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Closed-loop improvement​

GXI Professional creates a continuous improvement cycle by connecting signal collection, prioritization, action, and measurement in a single system, so insights don’t stop at reporting.

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AI that understands government

AI-powered analysis continuously evaluates digital interactions and services to identify how easily residents can find information, understand requirements, and complete tasks, helping agencies uncover friction before it becomes a problem.

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Better together with Government Experience Cloud

While GXI Professional helps agencies identify what to improve, Government Experience Cloud helps them put those insights into action across resident-facing systems — including websites, forms, communications, engagement, and more. With Granicus, you gain a single, scalable partner that supports a continuous cycle of measurement, optimization, and improvement that drives better outcomes for residents and staff.

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Related Resources

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HAVE QUESTIONS? WE HAVE ANSWERS.

Government Experience Insights Professional FAQs

Government Experience Insights (GXI) is an intelligence platform that helps agencies understand every customer interaction, identify the greatest opportunities to improve, and measure the outcomes that matter most. It helps agencies turn fragmented signals into goal-driven action and measurable outcomes, so they can continuously improve services and better serve their communities. GXI has different levels of insights, and GXI Professional is the version that is available within Government Experience Cloud (GXC).

Government experience analytics is the practice of analyzing resident feedback, engagement data, behavioral signals, and service interactions to understand how people experience government services. GXI helps agencies unify these signals to identify improvement opportunities, prioritize action, and measure outcomes.

GXI uses AI to evaluate digital services using Granicus’ government experience framework and scores how well residents can:

  • Find the service
  • Understand what they need to do
  • Act successfully to complete their task

The assessment considers factors such as:

  • Content clarity
  • Accessibility
  • Form friction
  • Mobile readiness
  • Journey usability
  • Performance and technical barriers

GXI identifies strengths and weaknesses, surfaces friction points, and recommends improvements that are likely to have the biggest impact on resident outcomes.

AI-powered insights and analytics help governments improve service delivery by identifying resident needs, uncovering friction points, and revealing what’s driving citizen satisfaction or dissatisfaction. GXI unifies feedback, behavioral, engagement, and experience data to help agencies prioritize improvements, focus resources on the highest-impact actions, and measure outcomes over time. This enables faster decisions, better digital experiences, and more effective public services.

Governments can act on resident feedback by turning that data into prioritized, goal-based actions. GXI analyzes resident sentiment alongside behavioral and experience data to identify root causes, recommend improvements, and route actions to the right teams. By connecting insights to execution and tracking outcomes, agencies can continuously improve services and demonstrate measurable impact.

Governments can improve digital services by identifying friction points, understanding why residents struggle to complete tasks, and prioritizing the changes that will have the greatest impact. GXI helps agencies diagnose experience issues, recommend improvements, and measure results after changes are made.

  • GXI Foundations: Captures continuous resident experience and sentiment signals at a low lift.
  • GXI Professional: Turns experience, audience, and engagement data into prioritized actions and measurable outcomes.
  • GXI Enterprise: Custom-configured dashboard with broader data integration and expert services support.
  • Experience insights (Available): Evaluates digital services and experiences to identify where residents may struggle to find, understand, or complete tasks.
  • Audience insights (Coming soon): Helps agencies understand who they are reaching, who they are missing, and how representative their audience is.
  • Engagement insights (Coming soon): Helps agencies understand what content, campaigns, and topics drive participation and engagement.

GXI Professional is included within GXC. GXI Professional identifies what’s happening, why it matters, and what should be improved. GXC provides the infrastructure that agencies use to execute those improvements through websites, communications, forms, engagement projects, and digital services. GXI then measures whether those changes improved outcomes.

GXI Professional is included with Government Experience Cloud (GXC).

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Turn data into better government experiences​

See how GXI Professional helps agencies use data to fulfill their mission for every person they serve.​

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