This isn’t an isolated case. Granicus’ 2025 State of Digital Government report found that 79% of agencies don’t conduct regular usability reviews, and 72% lack policies for testing website navigation. That leaves many websites outdated and challenging to use.
Government Experience Agent (GXA) changes the game by turning government websites into true self-service hubs.
How it works
With GXA, residents can type a natural-language question like, “How do I pay my water bill?” Instead of digging through pages, they get a direct, plain-language answer pulled from agency-approved content.
GXA uses semantic search and retrieval-augmented generation (RAG) to interpret intent, not just keywords. It connects to tools like Granicus’ Website & CMS solutions to ensure answers are accurate and actionable. If a form is required, GXA can guide the resident directly to it and even answer questions to walk them through the steps.
Real impact
- Agencies have seen 80% increases in online form submissions after improving digital guidance, according to the State of Digital Government report.
- Residents aided by digital agents are less likely to abandon websites mid-search.
- Call centers see reduced volumes as more people use online self-service.
Why it matters
Self-service only works when residents can actually find what they need. By delivering accurate, accessible answers, GXA improves satisfaction, reduces costs, and helps governments build trust in their digital services.
