Summary
Through GovDelivery, Granicus sends over 17 billion e-mails every year on behalf of over 5,500 state, local, and federal government agencies. As the first Fedramp approved communication platform of its kind, Granicus is uniquely positioned to develop insight and innovation based on the voice of the residents we serve. In this session, Granicus leaders Angy Peterson and Bob Ainsbury will share a vision of a personalized public digital experience-- and the impact that could be possible through the power of data and human centricity.
Key Insights
-
•
Public sector digital experiences are complex, nonlinear, and involve interactions across multiple siloed government agencies.
-
•
Granicus serves over 500,000 government employees and connects with 280 million residents globally.
-
•
Data captured from every digital touchpoint can personalize and improve government service delivery at scale.
-
•
Integrating cross-agency data enables unified life event experiences, such as for veterans interacting with federal, state, and local services.
-
•
Human-centered strategies combined with a data-driven approach are essential for transforming public sector digital experiences.
-
•
Granicus has advanced their vision since 2017 through strategic acquisitions of government-focused tech companies.
-
•
Data science and machine learning shape communication effectiveness, improving outreach to diverse demographic groups.
-
•
Real data from Minneapolis shows digital racial equity gaps but also successes in city communications.
-
•
Different population segments respond differently to government messages, highlighting the need for culturally tailored communication.
-
•
Technology platforms must be open, secure, and interconnected to facilitate personalized, coordinated public sector experiences.
Notable Quotes
"Public sector experiences are unique and not nearly as linear as typical consumer journeys."
"Every digital touchpoint is an opportunity to learn more about an individual’s needs, behaviors, interests, and priorities."
"We’re building toward a future where a veteran can seamlessly navigate services across federal, state, city, and county agencies."
"Technology alone is not enough; government agencies need human-centered strategies and digital culture adoption."
"Data is the key connector that ties life events and touchpoints across agencies at all levels."
"Personalization at scale is made possible by capturing activity data and correlating it across millions of residents."
"Our platform enables real-time dashboards so governments can continuously monitor and refine service interactions."
"The racial makeup of digital subscribers in Minneapolis still lags behind the city’s actual demographics, showing room for improvement."
"Communications authored for one cultural group may have limited engagement from others, underscoring the need for tailored messaging."
"Government is always complex and nonlinear, but digital experiences can and should be cleaner and better."
Or choose a question:
More Videos
"We formed a core task force empowered to make decisions quickly, avoiding weeks of delay waiting for formal approvals."
Davis Neable Guy SegalHow to Drive a Design Project When you Don’t Have a Design Team
June 10, 2021
"Changing course based on evidence of actual human behavior is what agility really means."
Jeff GothelfWho does what by how much?
November 20, 2025
"I was ready to capture this fatal flaw that this fellow had discovered. It was so horrible it made him sigh. But it wasn’t."
Susan Simon-DanielsWar Stories LIVE! Susan Simon-Daniels
March 30, 2020
"Civic design is relatively new and spans all kinds of government agencies from federal and national down to tribal and local."
Louis Rosenfeld Bria AlexanderOpening Remarks
November 16, 2022
"Cheryl will connect design thinking approaches to systems thinking, laying down foundational concepts."
Uday GajendarTheme One Intro
June 6, 2023
"When something of massive consequence happens that no one predicted, it usually means we have failed to point our imagination in the right direction."
Ilana LipsettAnticipating Risk, Regulating Tech: A Playbook for Ethical Technology Governance
December 10, 2021
"Design is a poorly designed word. It’s tough because it’s noun and verb and everything in between."
John MaedaMaking Sense of Enterprise UX
June 9, 2016
"Six million people worldwide have died of COVID. Millions more are dealing with lasting effects."
Chris GeisonTheme 1 Intro
March 9, 2022
"If you find yourself feeling persecuted or on the drama triangle, you're probably not feeling valued by your team."
Ellen ChisaThe Values of Design
November 29, 2023
Latest Books All books
Dig deeper with the Rosenbot
How can AI be used effectively in meta-analysis of large user research repositories?
Why is human synthesis and collaboration still critical despite AI advancements in research?
How can firsthand client involvement in field research contribute to long-term advocacy and support for ethnographic methods?