GOVERNMENT EXPERIENCE CLOUD

Service Cloud

Service Cloud helps public sector organisations modernise how they deliver services — connecting digital forms, service requests, communications, and resident insights into one integrated platform. The result? Faster processes, clearer information, and seamless experiences for the people who rely on you.

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OVERVIEW

Reimagine service delivery

Reduce your cost to serve with modern digital-first service experiences and faster service delivery. With Service Cloud, Granicus’s built-for-government platform that connects people, process, and technology, you will free your team from the obstacles of legacy technologies, siloed data, fragmented processes, and perceived lack of transparency that erode trust and derail the crucial work of government.

A computer screen displaying central government services and information in a clean, modern office. Text overlay: 'Increase in staff time to focus on those with highest needs,' showcasing improved efficiency in digital service delivery.
SIMPLIFIED DIGITAL SERVICE DELIVERY

Find information and request services online

Provide simple, inclusive access to services at any time, on any device, helping citizens get what they need without complexity or delay. Take the guesswork out of government and create services that work the first time.

A person typing on a laptop, with service delivery icons floating around. Text overlay: '29% of customer requests handled online,' highlighting the transformation to modern, digital service delivery.
STREAMLINED SERVICES FOR EVERYONE

Automate service requests end-to-end

Replace manual processes with digital forms, automated routing, and clear status updates. Take advantage of open integration architecture, pushing workflow into third-party line-of-business systems where applicable, such as highways, waste, housing, social care systems, and many more. Go further with automated updates and notifications that trigger actions and create highly automated end-to-end process workflows.

“We had many compliments from customers who were glad they didn't have to wait to be seen anymore. We also found it was easier for us to allocate more time to see customers that really needed extra help and support.”
Greg Arends, Customer Experience and Digital Manager, Stevenage Borough Council
Read Stevenage's success story
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GAIN VALUABLE INSIGHTS

Use data insights for community development

Use real‑time dashboards, sentiment insights, and service data to understand what your community needs and identify gaps in service delivery. Collect and evaluate resident feedback through surveys and ongoing feedback loops to spot trends, uncover opportunities, and shape long‑term improvement plans grounded in evidence — not assumptions. These insights help you enhance services for both residents and staff, creating more efficient, responsive, and satisfying experiences.

"Using [Service Cloud] to power our request form makes it possible for people to find out quickly if they are entitled to support. The in-built financial test of resources helps to set realistic expectations.”
Victoria Collins, Director of Adult Social Care, Milton Keynes Council
Read Milton Keynes' success story
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CREATE LASTING CONNECTIONS

Develop and maintain service-focused relationships

Build long‑term relationships with citizens by sharing timely updates, helpful reminders, and personalised information based on their preferences and recent interactions. Provide critical, real‑time information when it’s needed most, and promote relevant services, events, and programmes informed by citizens’ activity — helping communities stay engaged, informed, and connected.

“Granicus understands our need to bring those customer engagement platforms together to provide a much more aligned — a much more singular — experience for customers.”
Matt Luty, Customer Programme Manager, Hull City Council
Read Hull City's success story
CLOUD FEATURES

Create seamless government experiences with Service Cloud

Enable digital‑first service delivery while simplifying back‑office fulfilment through connected technology that make services easier to access and improve citizen satisfaction. This approach is supported by Granicus’ public‑sector expertise and data insights, helping organisations enhance and modernise government experiences.

Make government services easier

Make government services easier

Support digital self‑service with modern, intuitive online forms and clear service pathways that make it easier for citizens to access the information and services they need. Benefit from intelligent form design to reduce errors and improve completion rates. Ensure every interaction is secure, compliant, and inclusive with robust data‑protection measures and accessibility expertise aligned to WCAG 2.2. Centralised tracking and status updates keep both staff and citizens informed throughout the process, helping deliver smoother, more efficient digital experiences.

Read the blog post
A citizen in a wheelchair logging into his government's easy, online digital portal that makes accessing government services easy from anywhere.
Digitise almost any form or process

Digitise almost any form or process

Easily create intuitive online forms and workflows using drag‑and‑drop tools, without needing technical expertise or complex customisation. Give residents the ability to report an issue in their local area, apply for a service, book a community facility, or make a payment — all from the device of their choice. Set up multi‑stage, organisation wide processes with automated or decision‑based transitions so requests are routed efficiently across teams, helping staff manage workloads and keep citizens informed throughout the journey.

A content female government employee using automation, digital forms, and workflows to improve efficiency and customer satisfaction.
Multichannel engagement and sentiment collection

Multichannel engagement and sentiment collection

Reach citizens on the channels that work best for them — whether that’s mobile, email, social or web — with a 98% email deliverability rate. Create simple, mobile‑friendly ways for citizens to provide feedback and share how they feel about local services, initiatives, and issues. Use these insights to adapt and improve service delivery where it’s needed most.

A father taking his daughters for a bicycle ride after using his local government's engagement portal to request a cycling path during a transport planning initiative.
Technology alone is not enough

Technology alone is not enough

Technology is only one component of creating a successful digital government. The right partners ensure technology is aligned with the people and processes that make for great government experiences. Granicus Experience Services are included for all Service Cloud customers, providing a strategic partnership in the design, delivery, and optimisation of government experiences that drive measurable outcomes. Starting on day one, access a suite of services, including technical training, on-demand videos, step-by-step templates, and expert-led consulting workshops to upskill your teams and reduce risk.

Learn about our experience services
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A woman holding a mobile phone and pointing to the screen, which is open to Granicus' Government Experience Agent (GXA).
GOVERNMENT EXPERIENCE AGENT

AI-enabled government experiences

Help citizens securely and safely navigate government information and deliver instant, accurate, accessible, multilingual services support with Government Experience Agent (GXA), Granicus’ AI-powered, public-sector trained digital assistant, offering 24/7 support.

Learn more about AI for government
SERVICE CLOUD

Serve your community

Explore how Service Cloud helps public sector organisations deliver exceptional experiences for all.

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Resources

Learn more about delivering seamless government experiences

SOLUTIONS

Service Cloud solution suite

Tools to simplify and increase online self-service, reduce calls and walk-ins, and build trust with your citizens.

FAQ

Service Cloud FAQ

Granicus’s Service Cloud helps public sector organisations streamline government services and strengthen community relationships by integrating digital services, communications, and engagement tools. Service Cloud provides one connected solution to deliver government services more efficiently, resulting in seamless experiences for the public that focus on serving every citizen equally and inclusively.

With Service Cloud you can break down government silos by making services accessible to everyone in your community using their device of choice and giving citizens options to sign up and receive information, so they become more aware of the services available to them. Service Cloud elevates the delivery of government services to be accessible to anyone, at any time, from anywhere.

Download the Service Cloud product sheet

Granicus Service Cloud offers a suite of tools designed to digitise government service delivery and enhance public engagement. The following citizen self-service tools are included in Service Cloud:

govDelivery: The industry-leading citizen-centric communications platform for government, that ensures timely, personalised engagement with the public.

EngagementHQ: A citizen engagement platform that fosters trust and meaningful two-way interactions between governments and their communities.

govService: A comprehensive government service requests solution that logs, tracks, routes, and responds to service request across online and medicated/contact centre channels. End-to-end workflow and back-office systems integration to support complete service delivery.

By integrating these solutions, Service Cloud empowers public sector organisations to provide seamless, efficient, and user-focused digital experiences, reducing staff workload and improving community satisfaction.

Service Cloud can help you modernise government, improve service delivery, and increase citizen satisfaction, leading to outcomes:

  • Reduce citizen frustration by connecting people to information and services without complex government structure or language.
  • Deploy and optimise highly functional digital service forms across the organisation to meet both organisational and unique department needs.
  • Verify entitlement to services and cross check data in real time with live integrations directly from within your service forms.
  • Create streamlined digital workflows for your service forms, from simple to highly complex.
  • Enhance your workflows with two-way integration to multiple back-office systems, enabling the creation of highly automated end-to-end processes.
  • Use actionable data insights to understand your community, tailor outreach, and build a long-term digital transformation roadmap.
  • Develop and maintain relationships with your community by building, launching, and optimising digital service programmes.
  • Create meaningful connections based on user preferences.
  • Recommend curated content and promote relevant services, events, and programmes to 360 million subscribers based on recent activity.
  • Analyse service insights and sentiment dashboards for meaningful actions and integrate with APIs for consolidated reporting.
  • Enable self-service on any device, from anywhere at any time.

Service Cloud is one instance of Government Experience Cloud (GXC), our solutions for delivering unified experiences for every government interaction. Connect with a Granicus representative today to learn more about how these solutions are helping more than 7,000 public sector organisations worldwide empower their teams to develop lasting community engagement, deliver high-quality digital services, and operate more efficiently.

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Modernise service delivery

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