Granicus expands GXA as adoption accelerates across governments, driven by proven outcomes

Multichannel service, workflow agents, and the Granicus Innovation Lab advance the next generation of AI for government

Washington, D.C. – Government agencies using Granicus’ AI-powered Government Experience Agent (GXA) are making it easier for residents to get answers, complete tasks, and access services, all with measurable results. To support growing demand for GXA, Granicus today announced new multichannel engagement capabilities, workflow agents being developed with customers, and the launch of the Granicus Innovation Lab.

Public-sector organizations from Orlando, Florida, to the City of Belmont, California are using GXA to make services easier to access, expand multilingual engagement, and automate routine requests. The result is faster support for residents and greater efficiency for agency teams.

That value is driving rapid adoption. Residents have already engaged with GXA through hundreds of thousands of conversations to find information, complete tasks, and get answers on their own schedules. Recent usage data shows GXA is extending service availability beyond traditional office hours, helping agencies meet growing demand without adding operational complexity:

• Effective resident support: GXA is successfully answering over 90% of inquiries, helping agencies address routine needs while preserving staff capacity.
• Growing adoption: Resident GXA interactions are increasing 35% month over month.
• Service beyond office hours: 47% of interactions are occurring outside government office hours, helping residents get assistance whenever they need it.
• Meaningful engagement: Nearly half (46%) of interactions extend beyond a single question as residents use GXA to address multiple needs in one visit.
• Government-grade safeguards: GXA has initiated more than 2,300 safety interventions, including more than 1,700 privacy protections, helping agencies protect sensitive information and defend against adversarial use.

“Government teams are managing more resident needs and more service interactions than their resources can reasonably absorb,” said Mark Hynes, CEO of Granicus. “GXA helps agencies handle routine questions and transactions at scale so staff can focus their time and expertise where people need them most. By taking pressure off high-volume interactions, AI can help government bring more human attention, judgment, and care to the services that require it.”

“Our experience supporting more than 7,000 public-sector organizations across tens of billions of digital interactions every year informs how we engineer AI for government,” said Karthik Anbalagan, General Manager of Emerging Technologies at Granicus. “GXA grounds interactions in approved government information, connects to existing workflows through agency-defined permissions, preserves traceability, and keeps people in the approval loop wherever policy or judgment requires it.”

As government leaders move AI into daily operations, they need to understand how it is working, what information it is using, and where people remain involved. GXA is designed to make AI-supported service delivery observable and traceable while operating through the government information, systems, and workflows agencies already use.

Proven results for agencies and residents

At the Unified Government of Wyandotte County and Kansas City, Kansas, partnering with Granicus has driven immediate results as residents can access information around the clock and in multiple languages without waiting on hold.

“With our implementation with Granicus, not only did we know that they would be a partner with us through implementation, but it reinforced how important a good, structured process was,” said Crystal Sprague, Director of Performance and Innovation. “We’ve seen fewer calls left on hold, more after-hours engagement, and increased use across different languages. We’re reaching residents when and where they need.”

In Jackson County, Missouri, GXA helps manage large volumes of property tax, licensing, and payment inquiries, giving staff more time to focus on complex requests that require direct assistance.

The Village of Oak Park, Illinois, uses GXA to answer questions about permits, grants, and zoning in more than 75 languages.

Across agencies, residents receive faster answers while staff spend less time handling routine requests.

New capabilities available today

Granicus has expanded GXA with new integrations and support for voice, SMS, and WhatsApp. These capabilities help agencies provide consistent service across websites, call centers, and the communication platforms residents already use.

Multichannel, multilingual engagement

Agencies can now extend AI-powered service beyond websites and chat to voice, SMS, and WhatsApp. Voice support can help government call centers address routine questions, improve access outside normal office hours, and give staff more capacity to assist residents whose needs require direct support.

Service Request Management integrations

New integrations with Granicus service request solutions connect conversations directly to service workflows. Residents can create and track requests through natural-language interactions, while agencies can improve self-service and reduce manual intake.

Public meetings and transparency

New integrations with agenda-management solutions make public meetings easier to access. Residents can ask questions in plain language and quickly find agendas, meeting minutes, decisions, and other public information.

Trusted data integrations

GXA continues to expand access to information stored in approved government systems. Residents and staff can retrieve information directly from trusted sources while agencies maintain control over data quality, permissions, and access.

Introducing GXA Workflow Agents

Granicus is working with customers to extend GXA from resident conversations into the processes that fulfill government services. Workflow agents will help agencies coordinate tasks across intake, routing, processing, and resolution, reducing manual work and creating greater visibility across service-delivery processes. These agents are designed to operate within agency-defined boundaries, enabling governments to determine which actions an agent can take, where approvals are required, and when a request must be reviewed or escalated to staff.

Workflow-agent use cases include:

• Permitting and Licensing: Agents that provide pre-submission guidance and completeness checks before applications enter agency systems, while preserving staff authority over eligibility and approval decisions.
• Service Request Management: Agents that route requests, coordinate departmental handoffs, support status tracking, and help ensure timely resolution.
• Agenda and Meeting Management: Agents that support preparation, routing, coordination, and follow-up while preserving required clerk, legal, and departmental approvals.
• Public Records: Agents that help manage records requests, coordinate review processes, and maintain traceability across systems and departments.

Launching the Granicus Innovation Lab

Granicus’ leadership in purpose-built AI for government is driven by close collaboration with the agencies it serves. The new Granicus Innovation Lab formalizes that approach, bringing customers and Granicus experts together to co-develop the next generation of government AI applications. Participants gain early access to emerging capabilities while helping ensure new workflow agents and AI solutions are built for real-world agency operations, governance requirements, policy constraints, and resident outcomes.

About Granicus

Granicus is the global leader in customer experience technologies and services for the public sector, supporting more than 7,000 public sector organizations worldwide. Through its Government Experience Cloud (GXC) platform, Granicus helps public sector organizations deliver trusted, accessible and impactful digital services. With its AI-powered digital agent and analytics solutions, Government Experience Agent (GXA) and Government Experience Insights (GXI), Granicus supports public sector organizations in the responsible application and delivery of AI across the public sector.