Of course, Pulisic is just one of many transcendent players who will play in the tournament. Can Lionel Messi lead Argentina to a repeat championship? Will Cristiano Ronaldo win the title in his sixth and likely final cup? Is Erling Haaland about to become a household name on this side of the pond?
Yes, soccer (err, futbol) will be the focus of the 2026 World Cup, but the players are not the only ones in the spotlight. For the 16 host cities across North America, this event represents both a monumental opportunity and a formidable operational challenge. Millions of visitors will pour into stadiums, hotels, restaurants, and transit systems, placing enormous pressure on local governments and public services.
Legacy systems and disconnected tools will not be enough to manage an event of this magnitude. Cities that rely on outdated, siloed processes risk creating confusion, service delays, and missed opportunities to keep visitors safe and informed.
A connected, platform-based approach to digital service delivery is the foundation for success. By integrating CRM systems, websites, service requests, and automated workflows, host cities can ensure a seamless experience for both residents and visitors. This post outlines a strategic playbook powered by Granicus’ Service Cloud to help cities unify communications, streamline operations, and deliver exceptional service on the world’s biggest stage.
Unifying stakeholder management with a centralized CRM
Managing communication with thousands of stakeholders, residents, local businesses, volunteers, and event organizers can quickly become overwhelming. Without a unified system, departments risk inconsistent messaging, duplicate outreach, and missed opportunities to engage key groups.
Cities can improve satisfaction and efficiency by providing timely, personalized communication tailored to each audience. Coordinating outreach across departments ensures everyone has access to accurate information, from traffic updates to volunteer assignments.
Service Cloud solution: A single source of truth
- Centralized contact management: Granicus’ CRM capabilities give cities a complete, 360-degree view of all stakeholder interactions. Departments can share a single, accurate record that ensures consistency and coordinated follow-up.
- Digital self-service portals: A unified online portal can serve as the go-to destination for event details, volunteer sign-ups, and vendor permit applications. Visitors and residents can access information independently, reducing calls and email volume.
- Automated messaging: Workflow automation triggers personalized alerts based on user profiles or roles. Volunteers receive reminders about orientation schedules, businesses get permit renewal updates, and residents receive neighborhood notifications.
This centralized approach replaces fragmented tools with a single, connected platform that strengthens coordination and improves engagement outcomes.
Building the definitive information hub: Websites and CMS
For an event of this scale, the official host city website becomes the primary source of truth. It must handle heavy traffic spikes, meet accessibility standards, and allow staff to update information quickly. Outdated or hard-to-navigate sites can cause misinformation and frustration.
A scalable, well-designed website builds public confidence, keeps residents and visitors informed, and supports the city’s broader digital service delivery strategy.
Service Cloud solution: Scalable and accessible digital front door
- Granicus websites: Built for high performance, these mobile-responsive and ADA-compliant websites are designed to handle surges in traffic while maintaining accessibility and uptime.
- Integrated CMS: The Granicus content management system allows non-technical staff to update content in real time. Integrated workflows ensure updates are consistent across channels, so visitors always receive accurate, aligned information.
- Multilingual support: With fans traveling from more than 100 countries, multilingual capabilities are essential. Granicus websites allow users to access information in their preferred language, ensuring inclusion and clarity for every visitor.
Making the website the central hub of information creates a reliable and transparent digital experience that extends far beyond the tournament.
Managing the surge: Modernizing service request management (311)
Noise complaints, waste collection delays, traffic concerns, and crowd-control issues will all surge during the World Cup. Legacy 311 systems often struggle to manage these spikes, creating backlogs and slow response times.
Modern service request management gives cities a way to respond quickly and efficiently. It also generates valuable operational data that can inform long-term improvements in public service delivery.
Service Cloud solution: Automated and mobile-first service
- Service request management: Granicus automates the intake, routing, and assignment of service requests, ensuring quick resolution and fewer manual tasks.
- Mobile and web reporting: A branded app or online form allows residents and visitors to submit requests instantly. Photos, GPS data, and built-in categories ensure accuracy and faster response times.
- Performance dashboards: Real-time dashboards display trends and workload distribution, helping officials allocate staff and resources based on data rather than guesswork.
A modern 311 system is more than a convenience; it is a digital command center that helps cities stay responsive and transparent during large-scale events.
Orchestrating success with automated digital workflows
Hosting a global event requires seamless coordination between police, fire, transportation, public works, and other city departments. Manual processes and disconnected systems can cause dangerous delays during critical moments.
Automating cross-department workflows creates real-time coordination that enhances public safety and operational efficiency. When agencies share data and workflows, they can respond faster and more effectively.
Service Cloud solution: Seamless interagency coordination
- Forms and workflow automation: Granicus simplifies multi-step processes such as special event permitting, volunteer onboarding, and credentialing. Automated routing eliminates manual handoffs and reduces errors.
- Cross-departmental collaboration: A shared digital environment provides a common operational picture for all departments. Police, fire, and public works teams can coordinate instantly, ensuring consistent communication and rapid action.
Automation not only increases efficiency but also improves accountability and transparency across all agencies involved in the World Cup.
From host city to champion city
The 2026 World Cup will showcase more than world-class athletic talent. It will reveal how prepared cities are to deliver world-class digital service. Success will not depend solely on stadium logistics but on the ability to connect systems, departments, and people in real time.
To thrive under this global spotlight, host cities must move beyond disconnected tools and adopt a unified Service Cloud platform that supports seamless communication, coordination, and engagement. This investment will not only help cities deliver a safer, more inclusive World Cup but will also build a foundation for smarter, more connected public service for years to come.
