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In this Q&A, Granicus’s VP of UK Sales, Asim Ali, and Head of Business and Practice, Jonathan Bradley – a key player for over two decades – explain how they are spearheading the transformation of councils into digital service providers.Seamlessly bring citizens and government together
Granicus integrates human-centered design, unlocks efficiencies, empowers employees to engage in high-value tasks, and envisions a future of connected, citizen-centric governance.
1. Can you tell us about Granicus and the role it plays in supporting local councils in their transition to digital service providers?
For over 20 years, Granicus has played a key role in revolutionizing the way local councils engage with citizens digitally. Our journey began in the late 1990s, coinciding with the launch of the UK’s Comprehensive Spending Review, where the need to save money and improve productivity became paramount. Since then, we have been at the forefront of digital service delivery, serving as a vital link between government organizations and the public. Our solutions have helped clients save millions of pounds by optimizing efficiency, increasing access diversion rates to over 85%, reducing avoidable contacts through proactive communication and increasing trust and resident satisfaction.
Our comprehensive suite of tools, including communications and engagement tools, CRM and self-service tools, form the backbone of our approach. The technology builds on more than 20 years of British tradition, uniting councils and residents through seamless digital interaction.
Supporting transformation through digital service design
2. How does Granicus incorporate human-centered design principles into its solutions?
Granicus’ approach goes beyond mere technology; it’s about understanding the complexity of human behavior and needs. We apply a human-centred design approach to our technology, delving into the motivations and pain points of citizens and council staff. This involves an extensive process of research and discovery to identify current challenges, paving the way for collaborative efforts with clients to envision a better future.
3. Can you give an example of how Granicus helps local councils free up staff time for high-value activities through digital services initiatives?
Our commitment to streamlining processes and improving efficiency is demonstrated in our work with councils large and small. One of our small clients, a district council in Surrey, has automated its garden waste scheme, which provides them with a significant source of income. By leveraging our technology, citizens can subscribe, pay and receive services seamlessly without any manual intervention from council staff. Not only does this provide residents with an effective solution, it also frees council staff from mundane tasks, allowing them to focus on high-value activities.
On the other hand, one of our London Borough customers has automated over 85% of its revenue process. In the past six months, they have conducted 38,000 transactions without human interaction, which has saved a lot of time and resources that they can divert to more complex tasks, such as helping vulnerable members of the community.
4. How does Granicus help local government employees develop digital service design skills?
Our cooperation with local governments is not only transactional, but also transactional. This is a collaborative learning experience. We work alongside councils such as Mid Devon Council to deliver workshops focusing on the current state blueprint and the future state blueprint. During the build process, our mentoring and building approach ensures our clients gain the skills to independently replicate and build digital services. Additionally, services like Digital Services University provide a structured approach to learning digital services design principles, resulting in a consistent approach across the entire organization.
Communications Paradigm Shift
5. How does Granicus assist local councils in moving from traditional PR and crisis management to a more customer-focused approach?
The traditional role of communications in local councils often revolves around newsletters and crisis management. However, we see an opportunity to make a more significant impact by extending communications across the entire customer journey. Our focus is to not only help residents access services, but guide them through their personalized journey. This approach draws inspiration from everyday experiences outside public services, with the company keeping customers informed at every step of the journey.
6. How does Granicus help local governments use data effectively and turn insights into actionable strategies?
Granicus recognizes the critical role data plays in building the contemporary customer journey. By effectively leveraging data insights, councils can enhance the entire customer experience. Whether delivering timely updates or delivering personalized content, our approach is to transform data into actionable strategies that resonate with residents’ needs and desires.
7. What challenges do local councils face when adopting a digital-first approach, and how does Granicus address these challenges?
The transition to a digital-first approach comes with challenges, including seamlessly integrating technology, understanding existing issues, and ensuring a consistent user experience. Granicus addresses these challenges by providing a comprehensive suite of tools covering the entire spectrum of digital service delivery. Our collaborative approach to service design and focus on autonomy enables councils to successfully address these challenges.
Success Stories and Future Outlook
8. Can you share a success story or case study of Granicus working with a local council to successfully implement digital service design?
Success stories of our work with councils abound. This is particularly true at Plymouth City Council where more than 70% of its income and benefits processes will be automated. By combining Granicus technology with Govtech’s automation expertise, we enabled Plymouth to simplify complex applications, saving significant time. Likewise, Mid Devon Council’s digital journey demonstrates that our approach not only saves time, but also allows the council to reallocate resources to deliver more impactful tasks.
9. How do you see Granicus’ role in supporting local government evolving in the coming years?
Granicus envisions a future where we continue to lead the way in digital service delivery, adapting to emerging technologies and changing needs. Our commitment is to enable councils to serve citizens more effectively through innovative and user-centric digital solutions. As the situation evolves, we expect our role to expand, not only to improve the efficiency of digital service delivery, but also to enhance creativity.
10. What advice would you give to local councils embarking on their digital transformation journey?
Drawing on our wealth of experience, we advise local councils to focus on results, prioritizing understanding and meeting the needs of citizens. Take a collaborative, autonomous and data-driven approach. By doing so, councils can ensure a successful digital transformation journey, streamline processes and enhance the overall citizen experience.
With a rich history spanning more than two decades, Granicus continues to evolve to meet the changing landscape of government-citizen interactions. Through a suite of tools, a commitment to human-centered design and a collaborative approach to skills development, Granicus enables local councils to seamlessly transition to digital service providers.
The success stories and case studies presented highlight the real impact Granicus is having on committees, from automating complex processes to freeing up valuable staff time for high-value activities. The emphasis on data-driven strategies, coupled with a customer-centric communication paradigm, reflects Granicus’ commitment to not only improving efficiency but also creating meaningful and personalized customer journeys.
Granicus looks to the future
Looking ahead, Granicus looks to a future where it will continue to be a leader in digital service delivery. The company expects to adapt to emerging technologies, meet changing needs, and increase efficiency and creativity in digital service delivery. Advice to local councils embarking on their digital transformation journey highlights the importance of focusing on outcomes, understanding citizen needs and adopting a collaborative, autonomous and data-driven approach.
In essence, Granicus is a strategic partner to local councils, guiding them through the complexities of digital transformation and becoming more connected, efficient,
and a citizen-centered future.
Granicus-Firmstep Ltd.
Tel: 08000487518
www.granicus.uk
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