Yes, it is an obvious question, but it is at the heart of today’s modern government. Citizens want the same experience on agency websites that they get elsewhere in life. As online experiences continue to evolve, government organizations must keep pace.
The recent Granicus Government Experience Virtual Summit explored this topic from multiple angles, serving as a showcase for how local governments evolve service delivery to increase trust and satisfaction. In particular, the Digital Service Delivery track is a must-watch for leaders focused on accessibility, innovation, and resident-first experiences.
Exploring the Digital Service Delivery track
These sessions offer a blueprint for how governments can meet those expectations. Smarter self-service builds trust, saves time, and improves outcomes, while also freeing staff to work on more important tasks.
As Luke Norris, Granicus vice president of platform strategy and digital transformation, said, “Real, sustainable success requires investments in all three of these critical pillars — empowering people, refining and modernizing processes, and implementing the right technology the right way.”
Along with providing a first-person account of how they improved digital self-services for citizens, the presenters shared how Granicus’ Service Cloud supports transformation through strategic investments in people, processes, and technology. Using tools that uplift all three creates intuitive, inclusive, and intelligent digital services that empower residents.
What’s inside the Digital Service Delivery track
The future of customer service: Building connected, effortless service experiences
In his summit keynote, Norris outlines how modern customer service in government improves when people, process, and technology are advanced together. He acknowledges budget, governance, and accessibility pressures (e.g., WCAG 2.1 AA timelines) and shows how data-backed design and strategic partnerships turn websites, forms, and communications into a single, resident-centered experience. That happens when pairing Service Cloud with Government Experience Agent (GXA) — a multilingual digital agent — and Government Experience Insights (GXI) — a platform for data-driven insights — to reduce call volume, close feedback loops, and build trust.
Key takeaway: Lead with resident needs, modernize processes, and use AI combined with insights to deliver faster, clearer service that measurably increases trust.
“When those interactions work, trust grows.”
Luke Norris
Vice President, Platform Strategy & Digital Transformation
Accessibility made practical
This session turns accessibility from abstract rules into a practical playbook: understand upcoming requirements, start with small, high-impact fixes, and build process, training, and vendor accountability into day-to-day work. It covers real-world pitfalls (e.g., over-reliance on automated scans and overlays), how to prioritize audits and remediation, and ways to sustain progress with plans, policies, and ongoing monitoring.
Key takeaway: Treat accessibility as an organizationwide practice — plan it, staff it, and iterate — so everyone can use your services, not just so you “check the box.”
“It’s not just about compliance. It’s about inclusion.”
Karen Pellegrin
Program Manager, Technology Accessibility Program, State of Colorado
Introduction to service innovation
This panel highlights how three local government innovators, Jodi Phelps (Fayetteville, North Carolina), Andrea Vineyard (Wyandotte County, Kansas), and Bryce Jansen (Bloomington Police Department, Illinois), use digital tools to improve service delivery, transparency, and accessibility. The session focuses on how aligning people, process, and purpose can drive community-centered digital transformation across vastly different organizations.
Key takeaway: Lasting innovation in government begins with a mindset shift, seeing technology as a tool for connection, not just efficiency.
“We’ve sat back and expected residents to just come to us because we have the information. Instead, we have to figure out how to meet people where they are, in a language they understand, and make it work for them.”
Jodi Phelps
Assistant City Manager, Fayetteville, North Carolina
Smarter AI in public service
This session explores how Jackson County, Missouri, partnered with Granicus to implement a conversational digital agent that helps residents find accurate information on taxes, licensing, and property assessments. Speakers Danny Milliorn, of Amazon Web Services, and Eric Rabe, of Jackson County, discuss how AI can improve accuracy, trust, and accessibility in public service without overwhelming staff.
Key takeaway: Conversational AI is transforming how residents interact with government services. But not all AI is created equal, and the right partner is needed to do so without sacrificing accuracy, trust, and security.
“Even just the 10% reduction in the basic questions is very valuable. When folks can ask a straightforward question and get a straightforward answer that’s understandable, then there’s no need to call in and talk.”
Eric Rabe
Deputy Director of Assessment, Jackson County, Missouri
‘I didn’t know Granicus service solutions could do that!’ Don’t just tune up … Level up
This session highlights how agencies can uncover untapped potential within the digital tools they already use. Speakers from Granicus’ Experience Partner and Solution Consulting teams share practical ways governments can streamline processes, strengthen accessibility, and improve resident experiences through smarter service design.
Key takeaway: Small workflow improvements can have a big impact when agencies focus on efficiency, transparency, and accessibility.
“We combine these technology capabilities and align those with some of our cross functional experience services and data-driven insights to deliver truly state of the art digital government experiences.”
Savannah Lane
Granicus Senior Experience Partner
Why smarter self-service matters
Residents now expect government experiences to match the convenience of private-sector apps — fast, intuitive, and accessible anywhere. These sessions offer a clear blueprint for how agencies can meet those expectations through smarter self-service, stronger data insights, and thoughtful use of AI to build trust, save time, and improve outcomes while freeing staff to focus on higher-value work.
Granicus pairs advanced technology with expert partnership to help governments modernize service delivery and meet residents where they are. When people, processes, and technology are aligned, agencies can reduce inefficiencies, strengthen transparency, and drive measurable impact.
As Norris said, “We can have the most advanced platform in the world, but if your team isn’t empowered, if your processes aren’t aligned, if your residents aren’t engaged, you won’t get the outcomes you’re aiming for.”
The future of government service delivery is smarter, more connected, and decidedly resident-first, built on technology that learns, staff that are empowered, and partnerships designed to keep improving every interaction.
