Real-World Case Studies and Customer Success Stories with govDelivery

Service Cloud and Granicus helped the City of West Palm Beach modernize its website. The new site saw 1.3 million... active users in a year and a 5–6% increase in traffic. Accessibility improved, with a 94.8 quality assurance score and 20% of PDFs archived for ADA compliance. Staff can now update emergency info quickly, and residents find services more easily. The city also saw a 10% year-over-year growth in email subscribers.
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Engagement Cloud helped the Oregon Department of Corrections modernize communications. The agency replaced outdated methods with targeted email, SMS, and... public-facing pages. They achieved an 80% engagement rate for email and SMS, and 95% for internal staff. Over 1,300 people visited their Wildfire Response page. Staff and the public now get timely, accurate updates, building trust and transparency.
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Granicus Service Cloud helped Franklin County, OH consolidate 25 agency websites into one unified, resident-focused site. The new platform improved... navigation and user experience, leading to over 93,000 visitors and 250 feedback responses in the first month. The project focused on human-centered design and transparency, boosting public trust and making services easier to find. The county now uses analytics and feedback to keep improving digital government services.
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Granicus Government Experience Agent (GXA) helped the Unified Government of Wyandotte County and Kansas City manage 310,000 annual calls and support over 30 languages. The AI-powered solution... improved operational efficiency by handling routine inquiries, freeing staff for complex issues. GXA integrated with Service Cloud, offering 24/7 multilingual support and consistent, accurate information. Early results show staff excitement and anticipated cost savings from reduced call volume. The scalable model sets the stage for expansion to more departments.
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Granicus' Records Request Management (GovQA) helped the County of Maui handle a surge of public records requests after historic wildfires. The county launched... the solution in one month, enabling 21 departments to manage about 500 requests per year. GovQA automated tracking, redactions, and templated responses, saving time and increasing transparency. Staff found it easier to process requests and communicate with the public, moving away from inefficient spreadsheets.
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Granicus Short-term Rentals (Host Compliance) helped West Manatee Fire and Rescue cut vacation rental fires by 67% in three years. The AI-powered solution... identified over 120% more vacation rentals, boosting compliance and safety. WMFR collected $3 million in new annual tax revenue and hired nine new inspectors and firefighters. The district saw zero pediatric drownings in STRs in the past year. Granicus enabled a proactive, data-driven approach to public safety and revenue collection.
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Granicus Short-term Rentals helped the City of Berkeley reach 95% listing compliance and collect $1. 38 million in tax revenue....The city faced a housing shortage and rising short-term rental violations. With automated monitoring and outreach, Berkeley saved staff time and improved enforcement. The platform enabled an 86% conversion rate from over 5,000 letters sent. Berkeley converted 435 properties to long-term rentals, supporting affordable housing.
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Granicus Operations Cloud helped the City of Doral cut agenda preparation time in half. The city clerk's three-person team now... handles 400 public records requests per month with ease. Agenda LE and Records Request Management streamlined workflows and reduced email volume. Doral saves 30,000 pages of paper monthly by moving to digital agendas. Staff and residents find the system easy to use and more accessible.
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Granicus Fully-Managed Video helped Idaho Falls make public meetings more accessible. The city used searchable transcripts, closed captioning, and Spanish... translation to improve transparency. Meeting minutes now take less than 25 minutes to prepare, down from days. Staff cleared two years of backlogged records and keep 100% of minutes up to date. Residents trust the process more and can easily access meeting videos and transcripts.
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Granicus Permitting & Licensing Enhanced helped the City of Lynnwood move from paper-based permitting to a fully online process. The city cut... average permit processing time by about 40%, from 83 days to just 7 days. In the first year, they processed 5,140 permits online and reduced daily walk-in traffic by 85%. Staff and citizens now enjoy faster service, better transparency, and fewer in-person visits. The city built custom workflows and improved reporting with the new SaaS platform.
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GovQA helped the Oregon Department of Environmental Quality modernize its public records request system. The agency replaced manual steps and... decentralized processes with automated workflows and centralized documentation. GovQA enabled online payments, improved reporting, and easier document sharing. The platform reduced manual work and improved service for both staff and the public. Oregon DEQ now handles about 5,000 requests per year more efficiently.
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Granicus' Short-Term Rentals solution helped West Manatee Fire & Rescue identify nearly 5,000 short-term rentals, more than doubling known listings. The district used... AI-powered compliance tools to reduce vacation rental fires by 67% over three years. New revenue of $3 million per year funded nine new inspectors and firefighters. The program led to zero pediatric drownings in the past year. WMFR created a safer environment for residents and visitors by streamlining rental compliance and safety enforcement.
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Oregon Department of Environmental Quality used GovQA to modernize its public records request system. Before, the process was manual and... slow, with requests handled by email and files shared on FTP or physical media. GovQA automated request intake, routing, and deadline tracking. The platform centralized documents, improved payment collection, and made reporting easier. Now, requesters can access documents online, pay fees, and track requests. The agency handles about 5,000 requests a year more efficiently.
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Orange County Sanitation District used Granicus Operations Cloud to modernize agenda management and public records processing. The district cut agenda... preparation time by 87%, reducing it to 90 minutes per meeting. Public records request processing time dropped by 92%, with standard requests now fulfilled in under 10 minutes. The shift to digital-first meeting management saved over 35 days per year. These changes improved compliance, transparency, and freed staff for higher-impact work.
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Franklin County, Ohio partnered with Granicus to unify 25 agency websites into one citizen-focused platform. The new site improved accessibility... and transparency, attracting over 93,000 visitors in its first month. Residents provided 250 feedback responses, with a third offering praise. The project launched four months early and used Service Cloud analytics for ongoing improvements. The redesign centered on user needs, making it easier for citizens to find services and boosting public trust.
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GovQA helped the Volusia County Sheriff's Office process 1,500 public records requests per month online. The office saw a 6x... faster turnaround for body worn camera video requests and eliminated DVD costs. Staff recouped $1,500 in unpaid invoices and now track payments automatically. The digital portal improved accountability, reduced manual work, and made it easier for citizens to access records. GovQA streamlined intake, redaction, and release of records, saving time and money.
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GovQA helped Polk County, Iowa automate public records requests. Before, the county used paper for all requests, making tracking and... timely responses hard. With GovQA, all documents and communications are in one system with audit trails. The county serves 498,817 people and went live in 116 days. GovQA improved transparency and efficiency for this large, decentralized government.
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The City of Lynnwood, WA used SmartGov by Granicus to move its permitting process fully online. They consolidated hundreds of... permits into one seamless system. Permit processing time dropped by about 40%, from 83 days to just 7 days. In the first year, over 5,000 permits were submitted online. Walk-in traffic fell by 85%. Staff and citizens now enjoy faster service and better transparency.
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Granicus helped the city of Arlington, Texas, launch a new resident-first website in just nine months. The project cut the... number of webpages by 52%, reducing clutter and making navigation easier. A total of 74 digital forms were created, improving access to city services. The new site led to a 40% improvement in finding key information. Citizens now experience a cleaner, more user-friendly digital platform.
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Granicus helped the City of Doral, Florida, manage 400 public records requests per month with a team of three. Agenda LE cut... agenda preparation time in half and eliminated the need to print 30,000 pages monthly. The city improved transparency and made records more accessible to residents. Operations Cloud streamlined workflows and reduced email volume. Staff and residents found the solutions easy to use and efficient.
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Granicus' Government Experience Agent (GXA) helped the Unified Government of Wyandotte County and Kansas City manage over 310,000 annual calls in 30+ languages. The AI-powered agent... provides 24/7 multilingual support, answers routine questions, and integrates with Service Cloud. Staff now focus on complex issues while GXA handles common inquiries. Early results show improved operational efficiency and excitement among staff. The solution is expected to reduce call volume and save thousands in costs.
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Granicus SmartGov helped Franklin County, OH, move permitting online for 1. 3 million residents. The county replaced its outdated, in-person...system with a digital portal. Citizens can now apply, upload documents, and pay for permits online. Permit volume more than doubled, from 1,831 to 4,091 in four years. Staff use 11 automated reports to track activity and improve data quality. Online payments and remote work options increased satisfaction for both citizens and employees.
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SmartGov helped the city of Valley, Nebraska, digitize its permitting and inspection processes. The city saved 10 hours each week... and reduced 300 phone calls a year. Staff now process about 700 permits online annually. Contractors submit permits 24/7 and get real-time inspection results. Compliance tracking is automated, making building faster and easier for everyone.
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Granicus' Short-term Rentals solution helped the City of Berkeley, CA, address a housing shortage and enforce short-term rental rules. The city automated... monitoring of 7,900 listings, saving staff time and boosting efficiency. Berkeley achieved 95% listing compliance and collected $1.38 million in STR tax revenue. Over 5,000 enforcement letters led to an 86% conversion rate. The platform also converted 435 properties to long-term rentals, supporting affordable housing.
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Oregon Department of Corrections used Engagement Cloud to modernize its communications. The team replaced outdated methods with targeted email, SMS,... and public-facing pages. They achieved an 80% engagement rate for email and SMS, and 95% for internal staff communications. Over 1,300 people visited their Wildfire Response project page. The new system reduced email inquiries and improved trust and transparency with stakeholders.
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Granicus helped the city of Cranbrook improve customer service with a new 311 mobile app. The app made it easier... for residents to submit service requests and get updates. City staff saved over 3 hours per request, speeding up resolution by 36%. About 20% of requests now come from mobile devices. The city handles around 2,000 service requests each year. Resource allocation and internal efficiency also improved.
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Granicus’ Government Experience Agent (GXA) helped the Unified Government of Wyandotte County and Kansas City manage over 310,000 annual calls in 30+ languages. The AI-powered agent... provides 24/7 multilingual support, answers routine questions, and integrates with Service Cloud. Staff now focus on complex issues while GXA handles common inquiries. Early results show potential for a 30% reduction in call volume, saving thousands in operational costs. Residents get consistent, accurate information anytime, improving citizen experience and operational efficiency.
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Idaho Falls used Granicus’ fully-managed video solution to livestream and archive public meetings. The city’s small team saved hours by... using searchable transcripts and AI-powered meeting summaries. Meeting minutes preparation dropped from days to under 25 minutes. Closed captioning and Spanish translation made meetings accessible to more residents. These upgrades increased transparency and built trust in local government.
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OpenCities by Granicus helped the City of Grand Rapids move 257+ city services online. Over 50% of payments are now... made online, reducing walk-ins by 79%. The new digital platform enabled almost 1,000 online submissions within weeks. Residents can now complete transactions anytime, on any device. Staff spend less time on calls and more on service. The city transformed its website into a digital city hall for 180,000 people.
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Granicus Experience Group helped Morrisville, NC refresh its website to improve user experience. The team fixed search issues by removing... unused documents and updating keywords. They reformatted the top 20 most visited pages for a consistent look. Internal processes were established to help web editors manage content. Users now get more accurate search results and positive feedback. The city plans to expand these improvements to more pages.
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OpenCities from Granicus helped the City of Grand Prairie, Texas, rebuild its website for mobile efficiency. The new site reduced... search exits from 19.48% to 4.67% in one year. Online forms grew from 73 to 225, making city services easier to access. Calls to the city switchboard dropped dramatically as residents found information online. City staff now resolve resident questions faster using the improved site. Granicus awarded Grand Prairie 3rd Place in the 2023 Digital Government Awards.
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Granicus' GovQA helped Maui County manage a surge of public records requests after historic wildfires. The county replaced inefficient spreadsheets... with an online portal, improving transparency and saving time. Automation features made tracking and responding to requests easier for 21 departments. Redaction tools reduced manual work and increased privacy protection. The new system set a model for other agencies in Hawaii.
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Kalamazoo used Granicus OpenCities and OpenForms to modernize its city website. The new site improved usability, search, and navigation for... residents. Nearly 100 detailed service pages were created, and 90% of PDFs were converted to web content. The city saw a 10% increase in new users and over 4,300 online form responses. Pages per session dropped by 48%, showing visitors found information faster.
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Granicus Operations Cloud helped Orange County Sanitation District cut agenda preparation time by 87%. Public records request processing time dropped... by 92%. Staff saved over 35 days a year on meeting management tasks. The solution improved compliance and made public records more accessible. Residents could participate in government meetings online. OC San increased transparency and reduced administrative workload with digital tools.
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Granicus' Swagit video solution helped Pinal County, AZ save an estimated $100,000 by outsourcing public meeting video production. The county now... posts meeting videos for public inspection within 24 hours, meeting legal requirements and boosting transparency. Swagit provides flexible support for emergency meetings, reducing staff workload. The partnership ensures residents stay informed and builds trust in local government.
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Service Cloud helped the city of Gainesville update its outdated website and improve accessibility. The city used Granicus tools to... focus on user-centric design and digital forms. This led to a 70% rise in resident satisfaction and a major increase in engagement. The new website won the 2023 Granicus Digital Government Website of the Year and People’s Choice Awards. Residents now find information faster and enjoy a better online experience.
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Granicus' GovQA helped the County of Maui manage a surge of public records requests after historic wildfires. The county replaced... inefficient spreadsheets with an online portal, improving transparency and saving time. GovQA automated request tracking, templated responses, and privacy redactions for 21 departments. The system launched in one month and now handles about 500 requests per year. Staff report easier tracking and faster responses to the public.
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Granicus helped Coos Bay, Oregon, transform its digital services. The city launched a new website, meetings management, and email marketing... platform. In just over six months, Coos Bay saw an 89% increase in subscribers. Email engagement reached 65%, well above the 60% benchmark. City staff also became more efficient with the new tools.
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Granicus helped the City of Doral, Florida, cut agenda preparation time in half. A three-person team now handles 400 public... records requests per month with ease. The city saves 30,000 pages of paper monthly by switching to digital agendas. Granicus Operations Cloud and Agenda Management improved transparency and made records more accessible. Staff and residents benefit from easier workflows and better access to information.
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Idaho Falls used Granicus to livestream and archive public meetings. The city added searchable transcripts, closed captioning, and Spanish translation.... Meeting minutes that once took days now take less than 25 minutes to prepare. Two years of backlogged records were brought current. Residents can now easily access meeting videos and transcripts, building trust and transparency.
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Granicus helped the Virginia DMV modernize its communications by unifying email and SMS notifications. The DMV replaced an outdated, fragmented... system with a secure, API-based platform. This enabled targeted license renewal emails, SMS appointment reminders, and multifactor authentication for staff. The DMV achieved a 70% reduction in wait time for SMS short codes and sent over 5,400 license renewal emails. The new system improved delivery speed, reliability, and freed up developer resources.
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Oklahoma Health Care Authority used Granicus' govDelivery to modernize Medicaid enrollment. The "Pick a Plan" campaign sent nearly one million... emails and over 558,000 SMS messages in multiple languages. Daily enrollments increased by 135% after each SMS or email push. Active plan selection reached 20%, surpassing the national benchmark. Email open rates rose by 6%. The campaign became a national model for Medicaid outreach.
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SmartGov helped the City of Valley, Nebraska, move permitting and inspections online. The city now processes 700 permits annually and... saves 10 hours each week. Staff handle 300 fewer phone calls a year. Code violations found increased sixfold. Contractors and homebuyers get faster, more reliable service. The city’s small team can now support a growing housing market.
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Granicus helped the city of Arlington, TX, launch a new website in just nine months. The project cut the number... of webpages by 52% and improved findability of key content by 40%. The city created 74 digital forms, making it easier for residents to access services online. Granicus led hands-on workshops and used research to guide a shift from department-focused to resident-first design. The new site reduced complaints and made information easier to find for everyone.
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Granicus Civic Engagement Platform helped the City of Olathe, Kansas, modernize its government operations. The city restructured its website and... improved document and agenda management. Residents now find information in under 2 minutes. Website traffic for agendas doubled, and subscribers grew from 2,167 to over 60,000. Staff built stronger cross-department relationships and launched new online services. Olathe continues to expand its digital services using Granicus tools.
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Granicus helped the City of Hartford, CT, launch a new digital city hall. The city created over 200 online forms... and saw more than 24,000 submissions. Residents can now complete tasks and access public records online. The permitting process and public record requests are now streamlined. Hartford improved transparency and digital service delivery for its community.
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Granicus Service Cloud helped the City of Dunedin, Florida, modernize its digital communications. The city doubled newsletter subscribers from 4,000... to 8,000 in six months. Open rates reached 50%, and engagement hit 76%. The platform unified messaging, improved emergency alerts, and made city resources easier to access. Over 100 new subscribers join each month in 2024.
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King County Elections used Granicus govDelivery and the Granicus Experience Group to send real-time ballot alerts to voters. Over 80% of... voters who opted in cured their ballots before the deadline. The cure rate for alerted voters was 67% higher than for those not receiving alerts. Voter turnout among opt-in voters reached 65% in a special election, compared to 34% overall. Alerts were sent in five languages, helping more voters participate and correct ballot issues.
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Granicus helped Pinellas County, FL cut agenda item approval time by 75%. The county eliminated all paper use for meetings.... Staff now spend less overtime preparing for bimonthly meetings. Granicus solutions let users track agenda items and post agendas online in a few clicks. Video and minutes tools improved meeting indexing and search. All meeting records are now stored securely in the cloud.
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Aurora, Illinois used Granicus Service Cloud, EngagementHQ, and govDelivery to boost citizen engagement. The city collected 800 survey responses for... a downtown project, up from 100 previously. Aurora grew its newsletter list to 70,000 subscribers with a 40% open rate. Aldermen saw increased web page views and more direct feedback from residents. The new digital tools made city communication faster, more transparent, and more interactive.
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SmartGov helped the City of Mount Vernon move from spreadsheets and emails to a centralized permitting and operations platform. Staff saved time... by eliminating manual 'permit forensics' and improved customer service with real-time updates. The city increased its facility renewal budget from $50,000 to $500,000 in one year. Mobile access let staff complete work and inspections remotely, even during the COVID-19 pandemic. Customers and staff now benefit from better transparency, faster processes, and improved communication.
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Ada County Highway District used Granicus digital solutions to improve community engagement. They replaced disconnected survey tools with the Granicus... Government Experience Cloud, including govDelivery, EngagementHQ, and govAccess. This helped them streamline communications and make it easier for residents to get involved. In one year, they achieved a 75.6% engagement rate and 52% subscriber growth. Their website saw nearly 160,000 visits and over 11,000 feedback contributions.
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Granicus helped Coos Bay, Oregon transform its community engagement. The city launched a new website, meetings, and email platform. In... just over six months, subscriber numbers grew by 89%. Email engagement reached 65%, above the 60% benchmark. City staff also saved time and improved service delivery. Residents now get information on topics they choose.
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Granicus EngagementHQ helped Leamington, Ontario, transform its public transit system. The city used citizen input to design an on-demand, app-based... bus service. Ridership increased by 275% in the first year. The new system added more stops, longer hours, and flexible booking. Free rides for students and seniors boosted community engagement. Leamington won a digital government award for this project.
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SmartGov helped the City of Longwood, Florida, speed up building permitting and planning. Staff used to manually move and convert... documents for reviews. With SmartGov, reviewers can now check plans at the same time online. This change cut review and approval times for permits. Residents and contractors get automatic updates, so staff answer fewer calls and emails. The process is now faster and easier for everyone.
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Granicus helped the National Center for PTSD grow its subscriber base from 100,000 to 375,000 in two years. The Center used... Granicus Experience Group and govDelivery tools to reach new audiences and segment communications. This led to a 400% increase in support pledges during PTSD Awareness Month. The team used journey mapping and targeted digital campaigns to connect more people to PTSD resources. The Center now engages more individuals and organizations with tailored messaging.
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Granicus helped the City of Olathe, Kansas, modernize its government operations. The city used the Civic Engagement Platform to improve... website usability, boost transparency, and streamline communications. Website upgrades led to a 2,660% increase in subscribers and doubled agenda page traffic. Residents now find information in under two minutes. The city also automated service delivery and agenda management, reducing manual work and increasing direct site access by 12%.
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SmartGov helped Perry Township, OH, move from paper-based permitting to a digital system. The township staff now process and track... building permits and zoning requests online. SmartGov made it easier to manage code compliance and inspections. The new system reduced permit backlogs and sped up approvals by several days. Staff can now generate custom reports and communicate with the county more easily. Online applications and payments are now possible for residents.
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The City of Seattle used govDelivery to improve digital communications and protect resident privacy. They replaced email marketing tools with... a government-focused platform. Nearly 450,000 residents now subscribe to city updates. Subscriber growth increased by 137% in five years. Over 200 content creators use govDelivery to make information more accessible. The city can now segment lists and deliver messages in 10 languages.
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Granicus helped the City of Hartford, CT, redesign its website to create a digital city hall. The city converted over... 200 PDF forms into digital forms, making services more accessible. Residents submitted more than 24,000 online forms, including building permits and vaccine requests. The new platform improved transparency and streamlined public records requests. Hartford now serves its community more efficiently with digital services.
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Vandenberg Space Force Base used govDelivery to boost community engagement. The base grew its subscriber list 3x in one year.... Event attendance increased by 50% to 500%. Social media followers reached 5,000 with drip campaigns. The team earned an innovation award six months after implementation. GovDelivery helped connect service members, families, and the local community.
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Granicus helped the Town of Manchester, CT, move 70% of its services online. The town saw a 100x increase in... public engagement for programs. Website bounce rate dropped by 30%. Residents found information 50% faster on the new site. Digital tools like EngagementHQ, OpenCities, and OpenForms made it easier for people to connect and share feedback. The town now reaches more diverse groups and makes faster, data-driven decisions.
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Granicus Peak agenda management helped the Town of Parachute, Colorado, cut agenda prep time by 80%. The one-person clerk team... moved from manual, paper-based processes to a fully digital system. This saved over 2,000 pages of paper per meeting and reduced stress. The digital solution made updates instant and improved transparency for residents. Ongoing training and easy website integration supported the transition.
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Granicus helped the City of Gainesville, FL, modernize its website and digital presence. The city used OpenCities and OpenForms to... improve accessibility and user experience. Website traffic increased by 30% and mobile traffic rose by 12%. 73% of users now say they can find information easily. The new site is more user friendly and meets accessibility standards.
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Granicus Fully-Managed Video helped Victor Valley Union High School District cut meeting prep time in half. The district upgraded from... a single webcam to a four-camera setup, improving video quality and accessibility. Staff now spend less time on technical tasks, thanks to video indexing and transcripts. Closed captions in English and Spanish make meetings more inclusive. The new system delivers professional broadcasts and boosts community engagement.
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Records Request Management (GovQA) helped Capistrano Unified School District save 25% of time on public records and subpoena requests. A one-person HR... team managed over 300 requests per year using a centralized, cloud-based platform. The solution replaced scattered spreadsheets and manual redactions with automated workflows and secure document handling. Collaboration improved across HR, legal, and risk management teams. Automated reporting and customizable dashboards made weekly updates easy and reduced paper usage.
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Granicus’ Fully-Managed Video helped Victor Valley Union High School District cut meeting prep time in half. The district upgraded from... a single webcam to a four-camera setup. Staff no longer need to manually manage livestreams. Video indexing lets users jump to key moments in meetings. Closed captions in English and Spanish improved accessibility for families. Board meetings now look professional and run smoothly, boosting engagement.
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Granicus' Records Request Management helped Capistrano Unified School District handle over 300 CPRA and subpoena requests a year. The district cut... manual workload by 25% and improved collaboration across HR, legal, and risk teams. The cloud-based platform centralized all requests, automated reporting, and enabled secure document delivery. Paper use dropped, response times improved, and onboarding new team members became easier. The solution replaced scattered spreadsheets with a streamlined, scalable process.
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Granicus’ Fully-Managed Video helped Victor Valley Union High School District cut meeting prep time in half. The district upgraded from... a single webcam to a four-camera setup. Staff no longer need to manually manage livestreams. Video indexing lets users jump to key moments in meetings. Closed captions in English and Spanish improved accessibility. Board meetings now look professional and engage the community.
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Granicus Records Request Management helped Capistrano Unified School District handle over 300 public records requests a year with just one person. The district replaced... scattered spreadsheets and manual redactions with a single, cloud-based system. This change cut workload by 25% and improved collaboration with HR, legal, and risk teams. Automated reports and secure subpoena handling made processes faster and more reliable. The solution also reduced paper use and made it easier to train new staff.
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