Rosenverse

This video is only accessible to Gold members. Log in or register for a free Gold Trial Account to watch.

Log in Register

Most conference talks are accessible to Gold members, while community videos are generally available to all logged-in members.

More Than Technology: Personalized Public Sector Experiences

Gold
Friday, December 10, 2021 • Civic Design 2021
Share the love for this talk
More Than Technology: Personalized Public Sector Experiences
Speakers: Angy Peterson and Bob Ainsbury
Link:

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."

Ask the Rosenbot
Maria Skaaden
Continuous Design: One eye on the horizon and the other on the next wave
2018 • DesignOps Summit 2018
Gold
Dean Broadley
Not Black Enough to be White
2024 • DesignOps Summit 2020
Gold
Tara Tressel
Investigating qualitative depth of AI-moderated interviews
2026 • Advancing Research 2026
Gold
Jemma Ahmed
Theme Three Intro
2023 • Advancing Research 2023
Gold
Iram Shah
Closing Keynote: The View from the Top
2019 • Enterprise Experience 2019
Gold
Jilanna Wilson
Distributed Design Operations Management
2019 • DesignOps Summit 2019
Gold
Boon Yew Chew
Making Sense of Systems—and Using Systems to Make Sense of the Enterprise
2023 • Enterprise UX 2023
Gold
Stephen Anderson
Puzzled? How to Coordinate Humans for Complex Challenges
2021 • Enterprise Community
Ana Maria Montero Barrantes
The Authentic UX Talent Show
2024 • Enterprise Experience 2020
Gold
Megan Blocker
Getting to the “So What?”: How Management Consulting Practices Can Transform Your Approach to Research
2024 • Advancing Research 2024
Gold
Noz Urbina
Rapid AI-powered UX (RAUX): A framework for empowering human designers
2025 • Rosenfeld Community
Frances Yllana
DesignOps–Leading the Path to Parity
2023 • DesignOps Community
Sam Proulx
Prototype Reviews, People With Disabilities, and You
2021 • Civic Design 2021
Gold
Deanna Smith
Leading Change with Confidence: Strategies for Optimizing Your Process
2024 • DesignOps Summit 2024
Gold
Lin Nie
When Thought-worlds Collide: Collaborating Between Research and Practice
2021 • Advancing Research 2021
Gold
Milan Guenther
A Shared Language for Co-Creating Ambitious Endeavours
2023 • Enterprise UX 2023
Gold

More Videos

Iain McMaster

"Leadership needs to give specific directions to open up space for collaboration and inclusion."

Iain McMaster IHan Cheng

Design and Product: from Frenemy to Harmony

November 29, 2023

Bob Baxley

"Design is problem-solving, and part of the problem is the environment in which you’re trying to work."

Bob Baxley

Leading with Design Operations Past and Present

December 19, 2019

Sandra Camacho

"Bias shows up overtly and covertly; sometimes it’s socially accepted or unnoticed, but still causes harm."

Sandra Camacho

Creating More Bias-Proof Designs

January 22, 2025

Wendy Johansson

"Managing up is about understanding what your managers need to get promoted and helping them achieve that."

Wendy Johansson

Be a Product Boss!

December 6, 2022

Megan Kierstead

"Being badass means being vulnerable, standing up, being brave, and being true to yourself."

Megan Kierstead

You Are a Badass at UX: Overcoming Imposter Syndrome

March 10, 2021

Sean McKay

"If you give up, we all give up."

Sean McKay

Coexisting with non-researchers: Practical strategies for a democratized research future

March 11, 2025

Megan Clegg

"Compliance is not enough; we need to go beyond minimum legal requirements for true accessibility."

Megan Clegg Michael Haggerty-Villa Alexis Morin

Space for Everyone: Reframing Accessibility Through a Wider Lens

June 10, 2021

Lada Gorlenko

"From fast-paced tech worlds, you will appreciate the patience and perseverance it takes to move an old champion."

Lada Gorlenko

Theme 1: Intro

January 8, 2024

Daniela Magaña Flores

"Home 24’s website is not cluttered and well-structured, explaining its higher appeal and inspiration scores."

Daniela Magaña Flores Ariane Rahn Jeff Ephraim Bander

Ahead of Competition: Learn What UX Benchmarking Can Do for Your Business Today

March 10, 2022