Local and state government clerks and records managers play an integral role in ensuring transparency, legal compliance, and the smooth functioning of government operations. Yet, rising demands such as increasing public records complexity, cybersecurity risks, and reduced resource availability make their jobs more challenging than ever. While many clerks turn to technology to lighten the load, technology alone often falls short.
What’s missing? A true experience partner who can help bridge the gap between operational needs and strategic efficiency.
This blog explores how clerks and records managers can leverage Granicus Customer Experience Services (CXS) built into Granicus’ three Government Experience Cloud solutions:
While all three clouds play a role in enhancing customer experiences, this blog focuses primarily on Operations Cloud and how it helps state and local government clerks move beyond technology to achieve operational excellence.
We’ll discuss the limitations of tech-only solutions, the benefits of working with Experience Partners, and real-life examples of success.
The limitations of technology-only solutions
It’s no secret that modern tools like agenda management platforms and public records software can be game changers for government operations. However, many clerks soon discover that implementation is just the beginning of the story.
Technology alone cannot fully solve challenges such as:
Expertise and management requirements
Technology systems require proper setup, ongoing management, and optimization to deliver their full potential. Without dedicated expertise, these systems can fail to meet expectations, leaving clerks with technology investments that feel more like burdens than assets.
Example: A government office invests in new public records management software but lacks training on workflows, resulting in low adoption rates, rising backlogs, and low return on investment.
Resource constraints
Budget and staffing limitations are perennial problems for local governments. Many clerks wear multiple hats, and teaching staff to use new technologies competently adds another layer of complexity. Without comprehensive support, time-saving tools might become underutilized or obsolete as the originally trained staff moves on or forgets what they learned.
The need for a holistic approach
While technology might solve specific pain points, it often fails to address systemic inefficiencies or interdepartmental silos. A purely tech-focused approach doesn’t integrate governance with strategic, long-term goals, leaving opportunities for workflow improvements untapped.
Why Experience Partners are essential
To make government operations truly efficient, local clerks need more than technology. They need an Experience Partner who not only understands their tools, but also their mission, challenges, and workflows.
What is an Experience Partner?
Technology can streamline tasks, but it takes people to make a transformation happen. Granicus Experience Partners are government operations experts who work directly with your teams to turn tools into outcomes. They’re not just support staff — they’re trusted advisors who understand the unique challenges of public service and help design solutions that work in the real world.
These Experience Partners are included with Operations Cloud as part of our broader Customer Experience Services offerings. They act as an extension of your office, helping you align technology with your goals, improve workflows, and adapt to change over time.
What to expect from your Experience Partner:
- Human-centered and service-oriented strategic approaches, with a focus on real-world outcomes.
- Proactive identification of opportunities for improving workflows and processes.
- Long-term commitment to your success, not just initial set up.
- Deep experience in government operations, compliance, and public service.
How Operations Cloud with Experience Partners differs from traditional vendors
| Traditional Technology Vendors |
Operations Cloud with Experience Partners |
| Focused on only selling software tools |
Provide expert guidance alongside best-in-class technology |
| Limited support post-implementation |
Long-term engagement to ensure success over time |
| Generic, one size fits all solutions |
Tailored solutions based on unique government challenges |
The benefits of partnering with Experience Partners
An Experience Partner can help clerks overcome technology limitations and create sustainable improvements across operations. Here’s how:
Maximizing technology ROI through expert guidance
Your Experience Partner will ensure your tools are configured and optimized for the unique needs of your office. Services like workflow reviews, data integrations, and training pave the way for seamless adoption.
Example: With Granicus, Orange County Sanitation District reduced agenda preparation time by 87%, freeing up hours upon hours annually.
Improving staff efficiency
By automating labor-intensive tasks and developing user-friendly workflows, clerks and their teams can focus on high-value work instead of repetitive admin burdens. Specialized training ensures that staff can make the most of the tools available.
Example: By automating its record request system, the City of Buckeye cut processing times by 50%, empowering a small team of four clerks to handle a 100% increase in request volume.
Long-term success and adaptability
Governments operate in a constantly changing regulatory landscape. A trusted partner provides ongoing insights and strategies to ensure compliance, adopt new best practices, and capitalize on emerging opportunities.
Example: A Granicus Experience Partner not only helps clients adapt to legislation like FOIA, but also equips teams for future success with tools like multi-language accessibility and audit-friendly workflows.
Granicus Experience Services in action
Granicus Experience Services overview
Granicus CXS stands out as an industry leader in transforming government operations. Their team of technologists, strategists, and specialists integrates directly into your team to deliver optimized, human-centered solutions. Granicus aligns tools with impact, whether it’s managing agendas, streaming meetings, or processing records requests.
Case study success
San Antonio, TX
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Problem: Managing 46,000 public record requests annually.
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Solution: Granicus provided deep expertise, best practices, and ongoing support with advanced workflow automation and built-in compliance measures.
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Results:
Read San Antonio’s success story.
Santa Ana, CA
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Problem: Lengthy manual processes delayed agenda preparation and resulted in missed opportunities to engage residents.
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Solution: Granicus Operations Cloud connected meeting tools with training and advocacy solutions for clerks and staff.
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Results:
Read Santa Ana’s success story.
Why choose Granicus?
Our Government Experience Clouds deliver results by:
- Offering tailored Experience Services with on-demand resources and training.
- Providing actionable insights from data to improve service delivery.
- Driving ROI with measurable benefits, such as reduced costs and increased efficiency.
Take your operations to the next level
The days of relying on standalone technology solutions are over. To truly meet modern demands, clerks need Experience Services providers who bring expertise, guidance, and a proven track record of success.
With Operations Cloud, you gain more than software; you gain a dedicated team invested in your long-term success. Our team of Experience Partners will help you streamline operations, empower your staff, and improve transparency, all while preparing your office for future challenges.
