GOVERNMENT EXPERIENCE CLOUD

Service Cloud

Service Cloud connects accessible, digital‑first service experiences, shared workflows across departments, and fully managed enterprise‑grade security powered by Akamai, so governments can deliver resilient services people trust.

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Granicus Service Cloud: A visual representation of Service Cloud capabilities, including user-friendly and accessible websites, self-service digital forms, workflow management, inter-department collaboration, omnichannel communications, community sentiment analysis, and end-to-end service request and relationship management. The graphic highlights how connected technology, experience services, and data-driven insights work together to enhance government service delivery.
OVERVIEW

Where satisfaction and trust are built

At critical moments, government services need to be accessible, reliable, and easy to navigate — or risk eroding public confidence. Service Cloud provides residents with digital-first services designed to absorb demand and increase trust while reducing costs and staff burden. Our built-for-government platform — shaped by decades of public sector experience — delivers the experiences residents expect, backed by website security powered by Akamai and fully managed by Granicus.

 
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DIGITAL SERVICES ACCESSIBLE BY DESIGN

Find information and request services online

Take the guesswork out of government and create digital services that work the first time and are designed to meet ADA Title II accessibility obligations. Design websites with user-friendly navigation, plain language, and multilanguage capabilities. Enable resident self-service with smart digital forms that reduce human error, verify address location, and offer online payment options​.

“We had all these beautiful ideas of how we want to connect with people, and photos and videos we want to show off. But if we don’t have the infrastructure to effectively reach the right people, then all of that information is just going to get kind of muddled together.”
Brianna Smith, Director of Communications and Civic Engagement, Manchester, CT
Read Manchester's success story
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STREAMLINED SERVICES FOR EVERYONE

Automate service requests end-to-end 

Make your government more responsive by digitizing service requests of any type — from parks and recreation to potholes to permits — including non-emergency 311 requests online and through a mobile app. Unify tech stacks and centrally track service requests with on-line staff and citizen portals. Offer multi-channel options for residents to self-serve while efficiently routing requests across departments.

"Imagine the customers’ delight when they fill out a form and get a response as quickly as half an hour after they’ve submitted it. That shows them that people care and want to help them. And that’s a good thing."
Silvana Seget, Project Officer, City of Tea Tree Gully, Australia
Read the City of Tea Tree Gully's success story
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ALWAYS PROTECTED. ALWAYS ON.

Service continuity, without added complexity

Website reliability is no longer an IT-only concern. For agency leaders, CIOs, and digital service owners, uptime is inseparable from public trust and service delivery. Remove the tradeoff between security and operational burden with built-in website defense that neutralizes malicious bot traffic at the edge before it reaches your site, disrupting services and forcing escalation.

  • Keep essential services available during DDoS attacks, emergencies, and demand spikes.
  • Reduce cost to serve with digital-first, accessible self-service that deflects avoidable calls.
  • Eliminate the burden of sourcing, integrating, and maintaining third-party website security tools.
  • Protect high-impact digital services without relying on scarce in-house security expertise.
  • Avoid outages that trigger complaints, media scrutiny, and long-tail trust damage.
Read the Richland County's success story
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GAIN VALUABLE INSIGHTS

Use data insights for community development

Collect, evaluate, and use insights into constituent behavior and sentiment to inform service gaps and improve government experiences for residents and staff. Use surveys and feedback loops to identify trends, discover opportunities, and enhance service delivery, fostering more efficient, responsive, and fulfilling interactions.

“I firmly believe you can’t manage what you don’t measure. The data and reporting we get through the program provide predictive analytics that go far beyond traditional cost-capturing metrics. It also helps us understand trends and characteristics of tagging crews.”
Jake Nyberg, Deputy Director of Public Works, Escondido, CA
Read Escondido's success story
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CREATE LASTING CONNECTIONS

Develop and maintain service-focused relationships

Develop long-term resident relationships through tailored communications and outreach based on user preferences. Provide critical, real-time information to residents when most needed. Promote relevant services, events, and programs to your community based on recent activity.

“The results of our efforts speak for themselves. Together, we’ve turned challenges into solutions to offer a user experience like we’ve never offered before for our community.”
John John, Service Design Strategist, Gainesville, FL
Read Gainesville's success story
CLOUD FEATURES

Create seamless government experiences with Service Cloud

Enable digital first service delivery, while simplifying back-office service request fulfillment with connected solutions working together to simplify service access and boost resident satisfaction — backed by Granicus’ public sector expertise and AI-enabled insights to transform government experiences.

Make government services accessible at scale
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Make government services accessible at scale

Support digital self-service with modern, user-friendly website content that simplifies government information, helping users find what they’re looking for the first time. With Service Cloud, get best-practice templates, dynamic content discovery, best-in-class security measures to ensure data remains protected, and experienced accessibility engineering built to comply with WCAG 2.2 requirements.

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A citizen in a wheelchair accessing government services through a user-friendly online digital portal from any location.
 
Digitize almost any form or process
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Digitize almost any form or process

Create simple online forms and workflows using drag and drop tools that don’t require technical skills or time-consuming customizations. Give your residents the ability to pay for a ticket, register a pet, reserve a venue, report a problem, and more — all using the device of their choice. Set up multiple process stages with automatic or decision-based transitions to manage response workflows.

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Protected by enterprise-grade security
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Enterprise-grade website security — built in, always on, and fully managed

Service Cloud combines Akamai’s globally distributed edge network with Granicus-managed security operations to deliver protection that’s on by default — not bolted on later — so DDoS attacks and malicious non-human traffic are stopped before they reach your website. Policies evolve with the threat landscape, and security is native to the public-facing platforms agencies depend on to deliver services and maintain trust.

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Technology alone is not enough
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Technology alone is not enough

Technology is only one component of creating a successful digital government. The right partners ensure technology is aligned with the people and processes that make for great government experiences. Granicus Experience Services are included for all Service Cloud customers, providing a strategic partnership in the design, delivery, and optimization of government experiences that drive measurable outcomes. Starting on day one, access a suite of services, including technical training, on-demand videos, step-by-step templates, and expert-led consulting workshops to upskill your teams and reduce risk.

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Powered by data insights and AI
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Data insights and AI-enabled government experiences

Gain a holistic view of the citizen experience with advanced analytics and real-time benchmarking using Granicus Government Experience Insights (GXI) and help constituents securely and safely navigate government information and deliver instant, accurate, accessible, multilingual services support with Government Experience Agent (GXA), Granicus’ AI-powered, public-sector trained digital assistant, offering 24/7 support.

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SERVICE CLOUD

Serve your community

Explore how Service Cloud helps governments deliver better digital experiences.

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SUCCESS STORIES

See how others have built trust while saving time and resources

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Resources

Learn more about delivering seamless government services

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SOLUTIONS

Service Cloud solution suite

Tools to simplify and increase online self-service, reduce calls and walk-ins, and build trust with your constituents.

FAQ

Service Cloud FAQ

Granicus’ Service Cloud helps government agencies simplify information sharing, streamline government services, and strengthen community relationships by integrating web, digital services, communications, and engagement tools. Service Cloud provides one connected solution to deliver government services more efficiently, resulting in seamless experiences for the public that focus on serving every resident equally and inclusively.

With Service Cloud you can break down government silos by making services accessible to everyone in your community using their device of choice and giving residents options to sign up and receive information, so they become more aware of the services available to them. Service Cloud elevates the delivery of government services to be accessible to anyone, at any time, from anywhere.

Download the Service Cloud product sheet 

Granicus Service Cloud offers a comprehensive suite of tools designed to digitize government service delivery, streamline operations, and enhance public engagement. The following resident self-service tools are included in Service Cloud:

  • govAccess – A mobile-responsive government website and CMS platform that makes government information easy to find and navigate.
  • OpenCities – A modern website solution tailored for government agencies, designed to improve digital service delivery.
  • Cloud Intranet – A secure, internal communication and collaboration hub for government staff.
  • OpenForms – A powerful online form and digital workflows automation tool that simplifies data collection and service requests.
  • govDelivery – The industry-leading resident-centric communications platform for government, that ensures timely, personalized engagement with the public.
  • EngagementHQ – A citizen engagement platform that fosters trust and meaningful two-way interactions between governments and their communities.
  • OneView – A streamlined government service requests solution that helps agencies efficiently track, route, and respond to public inquiries.

You can extend the power of Service Cloud with Granicus’ PCL solutions, which provide additional government CX solutions:

  • AMANDA – A robust permitting, licensing, and compliance (PCL) solution designed to manage complex regulatory processes.
  • SmartGov – A cloud-based solution for permitting, inspections, and code enforcement, enabling governments to improve efficiency and transparency.

By integrating these solutions, Service Cloud empowers governments to provide seamless, efficient, and user-focused digital experiences, reducing staff workload and improving community satisfaction.

Service Cloud can help you modernize government, improve service delivery, and increase resident satisfaction, leading to outcomes:

  • Reduce resident frustration by connecting people to information and services without complex government structure or language.
  • Deploy and optimize digital services across the enterprise to meet both organizational and unique department needs.
  • Go paperless with streamlined workflows for any service, from simple to complex.
  • Use actionable data insights to understand your community, tailor outreach, and build a long-term digital transformation roadmap.
  • Develop and maintain relationships with your community by building, launching, and optimizing digital service programs.
  • Create meaningful connections based on user preferences.
  • Recommend curated content and promote relevant services, events, and programs to 330 million subscribers based on recent activity.
  • Analyze service insights and sentiment dashboards for meaningful actions and integrate with APIs for consolidated reporting.
  • Enable self-service on any device, from anywhere at any time.

Service Cloud is one instance of Granicus’ Government Experience Cloud (GXC), our solutions for delivering unified experiences for every government interaction. Connect with a Granicus representative today to learn more about how these solutions are helping more than 7,00 public sector organizations worldwide empower their teams to develop lasting community engagement, deliver high-quality digital services, and operate more efficiently.

Granicus is committed to ensuring accessibility across all products, adhering to WCAG 2.2 AA standards to provide equal access for all users, regardless of ability. Our target is to adhere to 2.1AA Conformance on all Resident Facing Items by July 2025. To this end, accessibility compliance is a 2025 roadmap priority to enhance inclusivity and reduce client risk. Our people-first approach ensures thorough testing of all new features before release, with full audits every six months.

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MODERNIZE SERVICE DELIVERY

Partner with Granicus to build exceptional digital government experiences

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