What is the Granicus Experience Framework?
The Granicus Experience Framework is a structured approach to transforming public service delivery. It focuses on four interconnected pillars — Grow, Know, Deliver, and Measure — that guide agencies in building trust, improving outcomes, and creating meaningful engagement with their communities.
Each pillar represents a critical step in the journey to smarter service delivery, ensuring every interaction is purposeful, data-driven, and citizen-focused.
1. Grow: Expanding your reach
The first step in the framework is to grow your audience by building contactable lists of residents, beneficiaries, and stakeholders. This is about ensuring your agency can reach the right people with the right message at the right time.
Granicus supports this pillar with tools like the Granicus Subscriber Network, which connects agencies to a vast network of more than 360 million opt-in contacts. By tapping into this network, agencies can:
- Organically grow their audience through cross-promotion with other government agencies.
- Obtain new contacts through flexible, integrated audience capture tools.
- Build inclusive lists that reflect the diversity of their communities.
This foundational step ensures agencies have the reach they need to engage effectively and equitably.
2. Know: Understanding your audience
Once you’ve grown your audience, the next step is to know them. This pillar focuses on gathering insights about your audience’s behaviors, preferences, and needs to deliver personalized, context-relevant communication.
Granicus’ tools enable agencies to:
- Use digital channels to capture real-time data on audience interactions and sentiment, such as clicks, sign-ups, and survey responses.
- Build rich contact profiles that include demographic, behavioral, and psychographic information.
- Segment audiences based on meaningful criteria, such as location, interests, or service needs.
By understanding your audience, you can create tailored experiences that drive action and build trust.
3. Deliver: Providing seamless experiences
The deliver pillar is all about turning insights into action. This step focuses on providing seamless, multichannel experiences that reduce friction and empower residents to self-serve.
Granicus supports this pillar with tools that:
- Enable multichannel communication, including email, mobile, social media, and web.
- Automate workflows, such as drip campaigns and transactional messaging, to ensure timely and relevant communication.
- Create step-by-step digital journeys that guide residents through processes like enrollment or service requests.
By delivering value through every interaction, agencies can improve service delivery outcomes and foster greater satisfaction among their communities.
4. Measure: Driving continuous improvement
The final pillar of the framework is to measure your efforts. This step ensures agencies are leveraging data to continuously improve their strategies and outcomes.
Granicus’ analytics tools provide:
- Real-time insights into audience engagement, helping agencies identify what’s working and what needs adjustment.
- Benchmarking capabilities to compare performance with similar agencies or use cases.
- Feedback loops that capture resident input and inform future improvements.
By prioritizing measurement, agencies can create a culture of continuous improvement, ensuring their services remain effective, efficient, and aligned with community needs.
The path forward: Embracing the Experience Framework
The Granicus Experience Framework provides a clear, actionable blueprint for smarter service delivery. By focusing on the four pillars — Grow, Know, Deliver, and Measure — agencies can create citizen-centric experiences that build trust, improve outcomes, and transform public service delivery.
At Granicus, we’re proud to partner with government agencies to help them implement this framework and achieve their goals. Together, we can create a brighter future for all — one that’s built on trust, transparency, and smarter service delivery
