In this Q&A, Asim Ali – VP of UK Sales and Jonathan Bradley – Head of Business and Practice at Granicus, a key player for over two decades, explain how they have pioneered the evolution of councils into digital service providers. Uniting citizens and government seamlessly
Granicus integrates human-centred design, unleashing efficiency, freeing staff for high-value tasks, and envisioning a future of connected, citizen-centric governance.
1. Could you tell us about Granicus and its role in supporting local councils’ transition into digital service providers?
Granicus has played a pivotal role in revolutionising how local councils engage with citizens digitally for over 20 years. Our journey began during the late ‘90s, aligning with the initiation of the comprehensive spending review in the UK, where the need to save money and work more efficiently became paramount. Since then, we have been at the forefront of digital service provision, serving as the crucial link between government organisations and the public. Our solutions have allowed our customers to save millions of pounds by optimising efficiencies, increasing channel shift to over 85%, reducing avoidable contact through proactive communications, and improving trust and resident satisfaction.
Our comprehensive suite of tools, including communications and engagement tools, CRM, and self- service tools, forms the backbone of our approach. This technology unites councils and residents in a seamless digital interaction, underpinned by over 20 years of heritage in the UK.
Supporting Transition with Digital Service Design
2. How does Granicus integrate human-centred design principles into its solutions?
Granicus’s approach extends beyond mere technology; it’s about understanding the intricacies of human behaviour and needs. We apply human-centred design methodologies to our technology, diving deep into the motivations and pain points of both citizens and council staff. This involves extensive research and discovery processes to identify current challenges, paving the way for collaborative efforts with our clients to envision a better future state.
3. Can you provide an example of how Granicus enables local councils to free up staff for high-value activities through digital service initiatives?
Our commitment to streamlining processes and enhancing efficiency is exemplified in our work with both large and small councils. One of our small District Council customers in Surrey has automated their garden waste initiative, which provides a significant revenue stream for them. By leveraging our technology, citizens can seamlessly subscribe, pay, and receive services without any manual intervention from council staff. This not only provides an efficient solution for residents but also frees up council staff from mundane tasks, allowing them to focus on high-value activities.
At the other end of the spectrum, one of our London Borough customers has automated over 85% of all their Revenues processes. In the last six months, they have had 38,000 transactions that have had no human interaction – that’s a vast saving of time and resources that they have diverted to more complex tasks, such as helping vulnerable members of their community.
4. How does Granicus empower local government employees in developing digital service design skills?
Our engagement with local government is not just transactional; it’s a collaborative learning experience. Working shoulder to shoulder with councils, such as Mid Devon Council, we conduct workshops focusing on current state blueprinting and future state blueprinting. During the build process, our coach-and-build methodology ensures that our clients acquire the skills to replicate and build out digital services independently. Additionally, services like Digital Services University offer a structured approach to learning digital service design principles, fostering a consistent methodology across organisations.
Communications Paradigm Shift
5. How does Granicus assist local councils in transitioning from traditional PR and crisis management to a more customer-centric approach?
The traditional role of communications in local councils often revolves around newsletters and crisis management. However, we see an opportunity for a more significant impact by extending communication to the entire customer journey. Our focus is on helping residents not only access services but also guiding them through a personalised journey. This approach draws inspiration from everyday experiences outside public services, where companies keep customers informed at every step of their journey.
6. How does Granicus enable local governments to use data effectively and translate insights into actionable strategies?
Granicus recognises the pivotal role of data in building contemporary customer journeys. By effectively leveraging data insights, councils can enhance the entire customer experience. Whether it’s providing timely updates or delivering personalised content, our approach is to translate data into actionable strategies that resonate with the needs and expectations of residents.
7. What challenges do local councils face in adopting a digital-first approach, and how does Granicus address these challenges?
The transition to a digital-first approach comes with its challenges, including integrating technology seamlessly, understanding existing problems, and ensuring consistent user experiences. Granicus addresses these challenges by providing a comprehensive suite of tools that covers the entire spectrum of digital service provision. Our collaborative approach to service design and the emphasis on autonomy empower councils to navigate these challenges successfully.
Success Stories and Future Perspectives
8. Can you share any success stories or case studies where Granicus has worked with local councils to successfully implement digital service design?
Success stories abound in our collaboration with councils. Plymouth City Council’s automation of over 70% of revenues and benefits processes stands out. By partnering Granicus technology with Govtech’s automation expertise, we enabled Plymouth to streamline complex applications, resulting in substantial time savings. Similarly, Mid Devon Council’s journey toward digitisation exemplifies how our approach not only frees up time but also allows councils to reallocate resources for more impactful tasks.
9. How do you envision Granicus’ role evolving in supporting local governments in the years to come?
Granicus envisions a future where we continue to lead in the digital service provision space, adapting to emerging technologies and evolving needs. Our commitment is to empower councils to serve citizens more effectively through innovative and user-centric digital solutions. As the landscape evolves, we foresee expanding our role in facilitating not just efficiency but also creativity in digital service provision.
10. What advice would you offer to local councils embarking on their digital transformation journey?
Drawing on our extensive experience, we advise local councils to stay focused on outcomes, prioritise understanding, and address the needs of their citizens. Adopt a collaborative, autonomous, and data-driven approach. By doing so, councils can ensure a successful digital transformation journey that streamlines processes and enhances the overall citizen experience.
With a rich history of over two decades, Granicus has consistently evolved to meet the changing landscape of government-citizen interactions. Through a holistic suite of tools, a commitment to human-centred design, and a collaborative approach to skill development, Granicus empowers local councils to transition seamlessly into digital service providers.
The success stories and case studies presented highlight the tangible impact Granicus has had on various councils, 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 just efficiency but also the creation of meaningful and personalised customer journeys.
Granicus looks ahead
Looking ahead, Granicus envisions a future where it continues to lead in the digital service provision space. The company anticipates adapting to emerging technologies, addressing evolving needs, and facilitating both efficiency and creativity in digital service delivery. The advice offered to local councils embarking on their digital transformation journey emphasises the importance of staying focused on outcomes, understanding citizen needs, and adopting collaborative, autonomous, and data-driven approaches.
In essence, Granicus stands as a strategic partner for local councils, guiding them through the complexities of digital transformation with a vision for a more connected, efficient,
and citizen-centric future.
Granicus-Firmstep Ltd
Tel: 08000487518
www.granicus.uk
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This work is licensed under Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International.
