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BY EXPERTS","title":"More than just technology","description":"<p>Technology alone is not enough. 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From the beginning, our team digs into your data and workflows to identify problem and opportunity areas, starting with tailored analysis, content strategy workshopping, and data source identification, and followed by ongoing optimisation services that increase agent resolution rates.<\/p>\n","checks":false,"quote":"","quote_author":"","quote_author_title":"","video_type":"none","vimeo_embed":"<div style=\"padding:56.25% 0 0 0;position:relative;\"><iframe src=\"https:\/\/player.vimeo.com\/video\/339430037?h=d982fc6177&title=0&byline=0&portrait=0\" style=\"position:absolute;top:0;left:0;width:100%;height:100%;\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture\" allowfullscreen><\/iframe><\/div><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script>","wistia_embed":"s3lqfi0zn7","youtube_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/SCiBkHX6I9w\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>","overlay_type":"none","overlay_image":false,"overlay_ceros":"","overlay_quote":"","overlay_quote_author":"","overlay_quote_author_title":"","overlay_quote_link":null,"overlay_quote_link_icon":false}]}},{"acf_fc_layout":"image_video_ceros","add_menu_anchor":true,"anchor_menu_text":"Demo","image_video_group":{"show_section":true,"section_subhead":"TRY THE DEMO","section_headline":"Experience GXA in action","section_text":"<p>Smarter, safer government-to-resident interactions.<\/p>\n","embed_type":"ceros","video_type":"none","image":false,"vimeo_embed":"<div style=\"padding:56.25% 0 0 0;position:relative;\"><iframe src=\"https:\/\/player.vimeo.com\/video\/339430037?h=d982fc6177&title=0&byline=0&portrait=0\" style=\"position:absolute;top:0;left:0;width:100%;height:100%;\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture\" allowfullscreen><\/iframe><\/div><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script>","wistia_embed":"s3lqfi0zn7","youtube_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/SCiBkHX6I9w\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>","add_mobile_ceros_embed":false,"ceros_embed":"<div>\r\n  <script async src=\"https:\/\/js.storylane.io\/js\/v2\/storylane.js\"><\/script>\r\n  <div class=\"sl-embed\" style=\"position:relative;padding-bottom:calc(50.47% + 25px);width:100%;height:0;transform:scale(1)\">\r\n    <iframe loading=\"lazy\" class=\"sl-demo\" src=\"https:\/\/granicus.storylane.io\/demo\/rabafwmfblrg?embed=inline\" name=\"sl-embed\" allow=\"fullscreen\" allowfullscreen style=\"position:absolute;top:0;left:0;width:100%!important;height:100%!important;border:1px solid rgba(63,95,172,0.35);box-shadow: 0px 0px 18px rgba(26, 19, 72, 0.15);border-radius:10px;box-sizing:border-box;\"><\/iframe>\r\n  <\/div>\r\n<\/div>","mobile_ceros_embed":""}},{"acf_fc_layout":"accordion","add_menu_anchor":true,"anchor_menu_text":"Features","accordion_group":{"show_accordion":true,"accordion_type":"accordion-image","start_closed":false,"add_schema_markup":true,"":null,"accordion_subhead":"FEATURES","accordion_headline":"Transform government experience at scale with GXA","accordion_repeater":[{"title":"More than a chatbot ","description":"<h4>Smarter AI, powered by experience<\/h4>\n<p>Unlike generic AI agents or legacy chatbots, GXA is built on real government expertise. Our team has supported more than 7,000 local, state, and federal government customers in their digital transformation journeys. From these engagements, we\u2019ve refined and tuned GXA using a proven, human-centred, data-driven approach \u2014 aligning workflows, technology, and curated content to deliver accurate, trusted government responses.<\/p>\n<p><a href=\"#chat\"><strong>Learn more<\/strong><\/a><\/p>\n"},{"title":"Human tone and plain language ","description":"<h4>Natural conversation for better understanding<\/h4>\n<p>GXA provides short, practical, multi-lingual responses in simple, plain language instead of long, overwhelming information for citizens to sift through. This is especially impactful for citizens dealing with stressful situations. Unlike alternative options, the experience of using GXA feels more like a human conversation than a robotic brain dump. When citizens enter ambiguous or vague prompts, GXA asks follow-up questions to ensure the guidance it provides is relevant and useful. The agent also keeps the conversation flowing with relevant follow-up questions to deepen the engagement.<\/p>\n<p><a href=\"#how-gxa-works\"><strong>Explore how GXA works<\/strong><\/a><\/p>\n"},{"title":"An AI agent for your community","description":"<h4>Customisation console and automated personalisation<\/h4>\n<p>You decide what content GXA uses to answer questions. GXA provides an intuitive admin console that allows agencies to configure behaviour, appearance, and data source settings. This level of control ensures alignment with agency branding, policy needs, and specific use cases. For users, GXA can dynamically adjust responses based on conversation flow or behaviour patterns using embeddings or session memory.<\/p>\n<div id=\"gtx-trans\" style=\"position: absolute; left: 325px; top: 49.6562px;\">\n<div class=\"gtx-trans-icon\"><\/div>\n<\/div>\n<p><a href=\"#demo\"><strong>Try the demo<\/strong><\/a><\/p>\n"},{"title":"Government-tailored guardrails ","description":"<h4>Meeting government\u2019s unique security and privacy needs<\/h4>\n<p>GXA incorporates safety mechanisms specifically designed for the public sector to prevent unsafe, biased, or inappropriate responses while still surfacing the most relevant and helpful content for citizens. Conversations with GXA are not used to train the underlying AI model. The data you share with GXA is used solely to provide citizens with accurate, helpful, and timely responses to their queries.<\/p>\n<p><a href=\"#guardrails\"><strong>Learn how GXA uses guardrails to prevent wrong or inappropriate answers<\/strong><\/a><\/p>\n"},{"title":"More than just tech ","description":"<h4>White-glove guidance from knowledgeable experience experts<\/h4>\n<p>Granicus\u2019 customer experience practitioners ensure your existing content is fine-tuned for real-time policy accuracy and increased digital agent resolution rate. 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WE HAVE ANSWERS.","accordion_headline":"Government Experience Agent FAQs","accordion_repeater":[{"title":"<a name=\"chat\" class=\"page-anchor\"><\/a>How is GXA different from a chatbot or ChatGPT?","description":"<p>GXA is purpose-built for government, drawing only from agency-approved sources. It understands resident intent in multiple languages and delivers accurate, human-like responses tailored to public service. Unlike generic LLMs or chatbots such as ChatGPT, GXA delivers exceptionally accurate, relevant responses through:<\/p>\n<ol>\n<li>Continuous learning from citizen experiences and preferences, ensuring high confidence and relevant responses in its Retrieval Augmented Generation (RAG) workflow.<\/li>\n<li>Intent aware prompt engineering, enabling GXA to excel at contextual understanding when crafting responses. When citizens enter ambiguous or vague prompts, GXA asks follow-up questions to ensure the guidance it provides is relevant and useful.<\/li>\n<li>Optimisation by Granicus government experience experts with learnings from more than 7,000 government customers supported.<\/li>\n<\/ol>\n"},{"title":"<a name=\"security\" class=\"page-anchor\"><\/a>How does Granicus and GXA protect government data and resident privacy?","description":"<p>GXA includes strong security features and built in infrastructure to safeguard government systems and resident interactions. Key protections include:<\/p>\n<ul>\n<li>End-to-end encryption (HTTPS\/TLS).<\/li>\n<li>Token-based authentication.<\/li>\n<li>Domain validation to prevent cross-site request forgery (CSRF).<\/li>\n<li>Private subnets and secure virtual private cloud (VPC) networking.<\/li>\n<li>Monitoring and alerting.<\/li>\n<li>Secrets management with vault tools.<\/li>\n<\/ul>\n<p>GXA does <strong>not collect, store, or share any personally identifiable information (PII)<\/strong> such as names or email addresses. All agency data remains encrypted, siloed, and fully controlled by the agency.<\/p>\n<p>Granicus does <strong>not use customer data to train GXA&#8217;s models<\/strong>, and no resident information is ever accessed or exposed. Each deployment is private, secure, and compliant with public sector data protection standards.<\/p>\n"},{"title":"<a name=\"how-gxa-works\" class=\"page-anchor\"><\/a>How does GXA work?","description":"<p>GXA leverages a large language model (LLM) that is already trained to facilitate friendly, professional, safe conversations. GXA adds other technology components to tune the agent\u2019s capabilities to effectively understand citizen interactions and generate clear, accurate, and relevant responses, including a custom source library tailored to each agency so that GXA only references official, validated content.<\/p>\n<p>GXA takes specific public information that the agency intentionally includes in the agent\u2019s source library to summarise for the public. GXA is not designed to take, reference, or generate private information. Guardrails are in place to warn citizens from submitting private data or other PII.<\/p>\n<p>No customer data is used to train GXA\u2019s model.<\/p>\n<p>The content and data that your agency provides GXA to reference, as well as the data GXA creates to record interaction metadata and conversation is owned by your agency \u2014 always. Your agency\u2019s data is contained within your own instance of GXA (not intermixed with data and content from others). Your data is not used to train any models leveraged by Granicus (or anyone else). Your data is not shared with any third parties or sold.<\/p>\n<p>When your contract term is over, you can obtain all of your data for your own use outside of the GXA solution. Granicus would then permanently delete your data.<\/p>\n"},{"title":"<a name=\"integrate\" class=\"page-anchor\"><\/a>Does GXA integrate with my existing systems?","description":"<p>Yes. GXA embeds in any CMS and integrates with Granicus&#8217; <a href=\"https:\/\/granicus.com\/uk\/product\/govdelivery\/\">digital communications<\/a> capabilities. While GXA is especially powerful when added to Service Cloud, it is compatible with all CMS platforms.<\/p>\n<p>Additional integrations are in development to expand compatibility.<\/p>\n"},{"title":"<a name=\"deploy\" class=\"page-anchor\"><\/a>How long does it take to deploy GXA?","description":"<p>Deployment can take as little as three to four weeks, depending on your agency\u2019s goals and the availability of key staff. Many agencies prefer a slightly longer timeline to ensure their subject matter experts for high-priority service areas can participate in workshops and testing.<\/p>\n<p>Granicus\u2019 <a href=\"https:\/\/granicus.com\/uk\/customer-experience-services\/\">Experience Services<\/a> experts will collaborate closely with your agency to design a customised onboarding and optimisation plan. This ensures the right stakeholders are involved in configuration, testing, and validation.<\/p>\n<p>Before launch, we work with you to rigorously test and fine-tune GXA to meet your performance expectations \u2014 so you can move forward with confidence in its reliability and impact.<\/p>\n"},{"title":"<a name=\"services\" class=\"page-anchor\"><\/a>What Experience Services are available to support GXA during implementation and beyond? ","description":"<p><strong>Our GXA onboarding offering includes: <\/strong><\/p>\n<ul>\n<li><strong>Activation and training<\/strong>. Our teams offer an efficient, guided process to implement GXA in alignment with your key desired outcomes. These activities include activation input, a readiness assessment, agent configuration, initial outputs review and approval, plus admin console training. We\u2019ll also train your teams on how to create and surface the best content possible to use as source material<\/li>\n<\/ul>\n<p><strong>Our GXA optimisation offering includes: <\/strong><\/p>\n<ul>\n<li><strong>Discovery workshops<\/strong>.<br \/>\nOur experts facilitate collaborative workshops with your key stakeholders to understand your business goals and success metrics, identify critical user pain points and expectations, align on scope and timelines, and optimise your data and sources to ensure the best responses.<\/li>\n<li><strong>Source-of-truth content<\/strong>.<br \/>\nWe\u2019ll analyse usage data, web traffic, and user interactions to understand top user tasks and needs to build a custom Predefined Response Questions document on which to train GXA with accurate, relevant, in-demand answers for priority questions.<\/li>\n<li><strong>Key findings and recommendations<\/strong>.<br \/>\nAfter initial onboarding and optimisation, our teams will review what your users are asking, whether the agent is meeting their needs, and where drop-offs or dissatisfaction occur. Recommendations for enhancements could include adding or refining pre-written questions, updating website content, or integrating third-party tools or data sources to enhance responses.<\/li>\n<\/ul>\n<p>Learn more about Granicus&#8217; <a href=\"\/uk\/customer-experience-services\/\">Experience Services<\/a><\/p>\n"},{"title":"<a name=\"guardrails\" class=\"page-anchor\"><\/a>How does GXA prevent hallucinations and wrong answers? ","description":"<p>GXA includes multiple layers of safety checks \u2014 called guardrails \u2014 to ensure every interaction is ethical, secure, and aligned with public service values. These guardrails block inappropriate or harmful content across categories like:<\/p>\n<ul>\n<li><strong>PII<\/strong> (e.g., \u201cWhat\u2019s the mayor\u2019s phone number?\u201d)<\/li>\n<li><strong>Misconduct<\/strong> (e.g., \u201cHow do I hack a government site?\u201d)<\/li>\n<li><strong>Hate Speech<\/strong> (e.g., slurs or discriminatory remarks)<\/li>\n<li><strong>Insults<\/strong> (e.g., name-calling or verbal abuse)<\/li>\n<li><strong>Sexual Content<\/strong> (e.g., inappropriate or explicit questions)<\/li>\n<li><strong>Violence<\/strong> (e.g., threats or harmful advice)<\/li>\n<\/ul>\n<p>When triggered, GXA responds with:<\/p>\n<blockquote><p>\u201cThat topic is outside the scope of what I can assist with due to our content guidelines. However, I&#8217;m here to help with any other questions you may have.\u201d<\/p><\/blockquote>\n<p>These protections are continuously updated to adapt to new risks and help maintain public trust.<\/p>\n"}],"media_type":"image","accordion_image":false,"video_type":"none","vimeo_embed":"<div style=\"padding:56.25% 0 0 0;position:relative;\"><iframe src=\"https:\/\/player.vimeo.com\/video\/339430037?h=d982fc6177&title=0&byline=0&portrait=0\" style=\"position:absolute;top:0;left:0;width:100%;height:100%;\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture\" allowfullscreen><\/iframe><\/div><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script>","wistia_embed":"s3lqfi0zn7","youtube_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/SCiBkHX6I9w\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>","overlay_type":"none","overlay_image":false,"overlay_ceros":"","overlay_quote":"","overlay_quote_author":"","overlay_quote_author_title":"","overlay_quote_link":null,"overlay_quote_link_icon":false}},{"acf_fc_layout":"tabbed_content","add_menu_anchor":false,"anchor_menu_text":"","tabbed_content_group":{"show_section":false,"section_subhead":"","section_headline":"","section_description":"","add_stats":false,"collapse_tabs":false,"tabs":false}},{"acf_fc_layout":"wysiwyg","add_menu_anchor":false,"anchor_menu_text":"","wysiwyg_group":{"show_section":false,"alignment":"left","subhead":"","headline":"","wysiwyg":"<p>Deploying a digital agent costs 30% less than a live agent. (<a href=\"https:\/\/www.forrester.com\/report\/How-AI-And-Automation-Drive-Better-Customer-Service-Experiences\/RES152575\" rel=\"noopener\" target=\"_blank\">Forrester<\/a>) <\/p>\n<p>AI-powered agents implemented for specific customer intent have reduced call volumes by 33% and increased agent visits by 98.25%. (<a href=\"https:\/\/www.gartner.com\/en\/customer-service-support\/trends\/customer-service-chatbot-guide\" rel=\"noopener\" target=\"_blank\">Gartner<\/a>) <\/p>\n<p>Demand for digital agents is strong \u2014 78% of surveyed citizens see benefits of using digital agents for government services. 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