More Than Technology: Personalized Public Sector Experiences
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
"Leadership needs to give specific directions to open up space for collaboration and inclusion."
Iain McMaster IHan ChengDesign and Product: from Frenemy to Harmony
November 29, 2023
"Design is problem-solving, and part of the problem is the environment in which you’re trying to work."
Bob BaxleyLeading with Design Operations Past and Present
December 19, 2019
"Bias shows up overtly and covertly; sometimes it’s socially accepted or unnoticed, but still causes harm."
Sandra CamachoCreating More Bias-Proof Designs
January 22, 2025
"Managing up is about understanding what your managers need to get promoted and helping them achieve that."
Wendy JohanssonBe a Product Boss!
December 6, 2022
"Being badass means being vulnerable, standing up, being brave, and being true to yourself."
Megan KiersteadYou Are a Badass at UX: Overcoming Imposter Syndrome
March 10, 2021
"If you give up, we all give up."
Sean McKayCoexisting with non-researchers: Practical strategies for a democratized research future
March 11, 2025
"Compliance is not enough; we need to go beyond minimum legal requirements for true accessibility."
Megan Clegg Michael Haggerty-Villa Alexis MorinSpace for Everyone: Reframing Accessibility Through a Wider Lens
June 10, 2021
"From fast-paced tech worlds, you will appreciate the patience and perseverance it takes to move an old champion."
Lada GorlenkoTheme 1: Intro
January 8, 2024
"Home 24’s website is not cluttered and well-structured, explaining its higher appeal and inspiration scores."
Daniela Magaña Flores Ariane Rahn Jeff Ephraim BanderAhead of Competition: Learn What UX Benchmarking Can Do for Your Business Today
March 10, 2022
