Granicus sets sights on product updates, public sector innovation

WASHINGTON, D.C. (April 16, 2024) – Granicus, the leading provider of government experience software services and solutions, shared a preview of technology and business priorities for 2024.

As a strategic partner to more than 6,000 governments across North America, Latin America, the United Kingdom, Australia, and New Zealand, Granicus has been committed to technological excellence and innovation for decades. In 2024, the company is extending its product leadership in the government customer experience in two important ways.

Advancing cornerstone technology and investing in research and development to enhance customer engagement and surface critical data insights for governments.

First, Granicus is announcing the availability of two-way text messaging for govDelivery, the communications and engagement solution relied on by more than 900 government entities in the U.S. to conduct direct, targeted outreach to citizens through email and SMS.

With govDelivery two-way text messaging, governments can create interactive two-way experiences with their customers to support use cases such as gathering feedback for a service, raising awareness, assessing program qualifications, and supporting calls to action for applications and enrollment.

The new two-way text messaging capability extends how governments can leverage Granicus SMS messaging to engage with their public and elevate their customer experience. Over the past few years, there has been an upward trend of local, state and federal governments leveraging SMS to engage with citizens. For instance, federal agencies sent nearly 148 million SMS messages in 2023, an increase of 10% since 2022 and 22% since 2021.

The two-way interactive capability aligns with Granicus’ broader efforts to increase the digital maturity of its customers and help them meet citizens where they are.

Granicus has also developed a data-driven insights capability to help governments surface insights on how to optimize their customer interactions across departments and channels. The capability uses a combination of data integration and enrichment, analytics and visualization dashboards, predictive models, benchmarks, and practitioner expertise to deliver critical insights for governments from their customer data. For example, in govDelivery, the capability can enable insights on customer reach and engagement from events being generated from emails and SMS campaigns.

All of Granicus’ technological developments help bolster the Government Experience Cloud, the platform solution enabling governments to provide seamless, interconnected citizen experiences that make the creation, delivery, management, and measurement of those connections as intuitive as possible.

Granicus will dive deeper into these developments at their upcoming Digital Engagement Summit, April 23.

As Granicus continues to evolve customer experience capabilities, a renewed commitment to industry excellence is a critical pairing with product innovation.

On February 1, Granicus announced the acquisition of SmartGov from Brightly Software, a Siemens company. SmartGov is a cloud-based permitting, compliance, and licensing (PCL) solution trusted by hundreds of U.S. cities, counties, and state agencies to digitize vital services for residents and automate PCL processing for government professionals.

In addition to growth by acquisition, Granicus is committed to supporting government and industry partners.

Granicus announced the signing of a Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS) to offer engagement and experience solutions to the public sector hosted on AWS.  

The SCA accelerates Granicus’ adoption of AWS’s advanced high-performance data technologies, including Amazon Pinpoint, Amazon Redshift and Amazon QuickSight, enabling the company to more effectively capture and correlate billions of monthly digital interactions to drive highly personalized citizen experiences.

A key effort underway that represents both innovation and customer commitment is the launch of Granicus’ Artificial Intelligence/Machine Learning Customer Advisory Board (AI/ML CAB). Granicus will serve as the facilitator of the first-of-its-kind AI/ML CAB, which features 10 to 12 participants from varying levels of government from each region: North America, Latin America, the United Kingdom, Australia, and New Zealand.

The AI/ML CAB aims to ensure Granicus AI capabilities are built with and for government. With the insights and feedback surfaced on practical, applicable uses for AI in government, Granicus can ensure product developments are aligned with user needs and expectations while never losing sight of the ultimate end-users: the citizens.