{"id":99581,"date":"2026-03-18T16:27:19","date_gmt":"2026-03-18T20:27:19","guid":{"rendered":"https:\/\/granicus.com\/?post_type=success_stories_post&p=99581"},"modified":"2026-03-27T09:53:28","modified_gmt":"2026-03-27T13:53:28","slug":"transforming-public-engagement-in-carmarthenshire-a-unified-approach-with-gxc","status":"publish","type":"success_stories_post","link":"https:\/\/granicus.com\/uk\/success-stories\/transforming-public-engagement-in-carmarthenshire-a-unified-approach-with-gxc\/","title":{"rendered":"Transforming public engagement in Carmarthenshire: A unified approach with 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one of the largest <a href=\"https:\/\/granicus.com\/uk\/market\/local-government\/\">local authorities<\/a> in Wales, <a href=\"https:\/\/www.carmarthenshire.gov.wales\/\" target=\"_blank\">Carmarthenshire County Council<\/a> is dedicated to easing the lives of those it serves. From its coastal regions to its rural communities \u2014 and everywhere in between \u2014 this is an organisation that prides itself on providing efficient and accessible services to its residents. But as we\u2019ll see, with <a href=\"https:\/\/granicus.com\/uk\/government-experience-cloud\/\">Government Experience Cloud (GXC)<\/a>, the council has combined enhanced engagement and communications and digital service delivery to strengthen its ability to reach residents and provide dependable support across the community.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Situation | Overcoming barriers to engagement"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<p>SITUATION<\/p>\n<h2>Overcoming barriers to engagement<\/h2>\n<p>Having already embedded the Granicus Communications platform within its operations, the council upgraded to GXC to provide more digital services to the community, opting to implement <a href=\"https:\/\/granicus.com\/uk\/service-cloud\/\">Service Cloud<\/a>. As Digital Content Manager Lowri Jones explains, these solutions support multiple functions throughout the organisation, but especially those undertaken by staff within the council\u2019s media and marketing team, where the solutions are relied upon as trusted tools to communicate with Carmarthenshire\u2019s residents.<\/p>\n<p>Lowri says Carmarthenshire County Council\u2019s main challenge is trying to get residents to “engage with us and having a means which is comfortable for them to do so digitally.\u201d Millie E. Pegler, marketing and communications officer within the council\u2019s fostering service, says the community is eager to engage on its own terms, as well, seeking better understanding around the council\u2019s programmes and services.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Solution | The GXC platform: Tools for engagement and interaction"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<p>SOLUTION<\/p>\n<h2>The GXC platform: Tools for engagement and interaction<\/h2>\n<p>As Lowri explains, the organisation now uses Service Cloud to support the vast majority of the services it offers. While the <a href=\"https:\/\/granicus.com\/uk\/product\/govservice\/\">Service Request Management (govService)<\/a> capability powers its customer account and contact centre, Service Cloud\u2019s <a href=\"https:\/\/granicus.com\/uk\/product\/govdelivery\/\">Communications capability<\/a> allows the council to speak with residents via email, text, and electronic forms.<\/p>\n"},{"acf_fc_layout":"quote","quote":"\u201cMany residents now prefer to interact with us online, and without the right tools \u2014 such as Granicus <a href=\"https:\/\/granicus.com\/uk\/solution\/digital-services-and-forms\/\">forms<\/a> and Communications \u2014 we risk providing a less positive experience, reducing engagement, and potentially creating barriers to access.\u201d","quote_author":"Lowri Jones","quote_author_title":"Digital Content Manager, Carmarthenshire County Council"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<p>For Millie, the Granicus Communications platform \u201callows us to keep our residents informed and engaged, which ultimately improves the services we provide them with.\u201d The service uses the drip campaign functionality to send regular news, stories, and updates to subscribers interested in the council\u2019s fostering operations. This \u201callows us to keep them \u2018warm\u2019 whilst they\u2019re in the earlier stages of thinking about fostering, providing them with all the information they need to make that decision to enquire,\u201d Millie says, adding that this has brought a sense of ease to her role within the council\u2019s fostering service, a point that helps her to better serve Carmarthenshire\u2019s residents.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Results | Tangible outcomes and a future vision"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<p>RESULTS<\/p>\n<h2>Tangible outcomes and a future vision<\/h2>\n<p>Despite using the system for a relatively short span of time, Lowri observes that the combined power of GXC is already having a positive impact on the council\u2019s operations. Thus far, she says, \u201cWe seem to be using it very well.”<\/p>\n<p>While the benefits of the platform will be realised in the fullness of time, Lowri and Millie are able to offer tangible insight into the results that it has brought to the council. Lowri says Carmarthenshire County Council is now \u2014 as a result of implementing this platform \u2014 seeing increased rates of resident engagement compared to their previously used system.<\/p>\n<p>Since setting up the \u201cInterested in Fostering\u201d mailing list, “We\u2019ve gained 185 subscribers to date,\u201d Millie says. \u201cIt\u2019s a niche topic, so we aren\u2019t expecting masses of subscribers to this, but we have an engagement rate of 68%, which points toward us having the right people signed up.\u201d<\/p>\n<p>Looking to the future, the aspiration is that \u2014 with a deeper, more comprehensive use of the Service Cloud platform \u2014 the council stands to benefit in both its operations and its engagement with its residents. While Lowri says she\u2019s looking forward to the benefits<\/p>\n<p>that a more comprehensive utilisation of the system will bring to the wider organisation, Millie\u2019s goals are more concrete. \u201cI\u2019d like to keep growing our \u2018Interested in Fostering\u2019 newsletter, as well as improve our \u2018Interested in Adoption\u2019 and \u2018Adopters\u2019 newsletters by introducing a drip campaign to those,\u201d she explains.<\/p>\n<p>But whatever time holds for Carmarthenshire and its residents, it\u2019s clear GXC will play a part in helping to meet the needs of the wider community.<\/p>\n"}],"2_column_w_sidebar":{"page_content_builder":[{"acf_fc_layout":"anchor","anchor_name":"Overview"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<p>OVERVIEW<\/p>\n<p>As one of the largest <a href=\"https:\/\/granicus.com\/uk\/market\/local-government\/\">local authorities<\/a> in Wales, <a href=\"https:\/\/www.carmarthenshire.gov.wales\/\" target=\"_blank\">Carmarthenshire County Council<\/a> is dedicated to easing the lives of those it serves. From its coastal regions to its rural communities \u2014 and everywhere in between \u2014 this is an organisation that prides itself on providing efficient and accessible services to its residents. But as we\u2019ll see, with <a href=\"https:\/\/granicus.com\/uk\/government-experience-cloud\/\">Government Experience Cloud (GXC)<\/a>, the council has combined enhanced engagement and communications and digital service delivery to strengthen its ability to reach residents and provide dependable support across the community.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Situation | Overcoming barriers to engagement"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<p>SITUATION<\/p>\n<h2>Overcoming barriers to engagement<\/h2>\n<p>Having already embedded the Granicus Communications platform within its operations, the council upgraded to GXC to provide more digital services to the community, opting to implement <a href=\"https:\/\/granicus.com\/uk\/service-cloud\/\">Service Cloud<\/a>. As Digital Content Manager Lowri Jones explains, these solutions support multiple functions throughout the organisation, but especially those undertaken by staff within the council\u2019s media and marketing team, where the solutions are relied upon as trusted tools to communicate with Carmarthenshire\u2019s residents.<\/p>\n<p>Lowri says Carmarthenshire County Council\u2019s main challenge is trying to get residents to “engage with us and having a means which is comfortable for them to do so digitally.\u201d Millie E. Pegler, marketing and communications officer within the council\u2019s fostering service, says the community is eager to engage on its own terms, as well, seeking better understanding around the council\u2019s programmes and services.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Solution | The GXC platform: Tools for engagement and interaction"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<p>SOLUTION<\/p>\n<h2>The GXC platform: Tools for engagement and interaction<\/h2>\n<p>As Lowri explains, the organisation now uses Service Cloud to support the vast majority of the services it offers. While the <a href=\"https:\/\/granicus.com\/uk\/product\/govservice\/\">Service Request Management (govService)<\/a> capability powers its customer account and contact centre, Service Cloud\u2019s <a href=\"https:\/\/granicus.com\/uk\/product\/govdelivery\/\">Communications capability<\/a> allows the council to speak with residents via email, text, and electronic forms.<\/p>\n"},{"acf_fc_layout":"quote","quote":"\u201cMany residents now prefer to interact with us online, and without the right tools \u2014 such as Granicus <a href=\"https:\/\/granicus.com\/uk\/solution\/digital-services-and-forms\/\">forms<\/a> and Communications \u2014 we risk providing a less positive experience, reducing engagement, and potentially creating barriers to access.\u201d","quote_author":"Lowri Jones","quote_author_title":"Digital Content Manager, Carmarthenshire County Council"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<p>For Millie, the Granicus Communications platform \u201callows us to keep our residents informed and engaged, which ultimately improves the services we provide them with.\u201d The service uses the drip campaign functionality to send regular news, stories, and updates to subscribers interested in the council\u2019s fostering operations. This \u201callows us to keep them \u2018warm\u2019 whilst they\u2019re in the earlier stages of thinking about fostering, providing them with all the information they need to make that decision to enquire,\u201d Millie says, adding that this has brought a sense of ease to her role within the council\u2019s fostering service, a point that helps her to better serve Carmarthenshire\u2019s residents.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Results | Tangible outcomes and a future vision"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<p>RESULTS<\/p>\n<h2>Tangible outcomes and a future vision<\/h2>\n<p>Despite using the system for a relatively short span of time, Lowri observes that the combined power of GXC is already having a positive impact on the council\u2019s operations. Thus far, she says, \u201cWe seem to be using it very well.”<\/p>\n<p>While the benefits of the platform will be realised in the fullness of time, Lowri and Millie are able to offer tangible insight into the results that it has brought to the council. Lowri says Carmarthenshire County Council is now \u2014 as a result of implementing this platform \u2014 seeing increased rates of resident engagement compared to their previously used system.<\/p>\n<p>Since setting up the \u201cInterested in Fostering\u201d mailing list, “We\u2019ve gained 185 subscribers to date,\u201d Millie says. \u201cIt\u2019s a niche topic, so we aren\u2019t expecting masses of subscribers to this, but we have an engagement rate of 68%, which points toward us having the right people signed up.\u201d<\/p>\n<p>Looking to the future, the aspiration is that \u2014 with a deeper, more comprehensive use of the Service Cloud platform \u2014 the council stands to benefit in both its operations and its engagement with its residents. While Lowri says she\u2019s looking forward to the benefits<\/p>\n<p>that a more comprehensive utilisation of the system will bring to the wider organisation, Millie\u2019s goals are more concrete. \u201cI\u2019d like to keep growing our \u2018Interested in Fostering\u2019 newsletter, as well as improve our \u2018Interested in Adoption\u2019 and \u2018Adopters\u2019 newsletters by introducing a drip campaign to those,\u201d she explains.<\/p>\n<p>But whatever time holds for Carmarthenshire and its residents, it\u2019s clear GXC will play a part in helping to meet the needs of the wider 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