Real-World Case Studies and Customer Success Stories with govDelivery

Granicus Government Experience Agent (GXA) helped the Unified Government of Wyandotte County and Kansas City handle 310,000 calls per year. Only 20% of... calls were managed by the five-person 311 call center, with the rest routed to other departments. The Treasury Department received 70,000 calls annually, requiring 3.5 staff positions for routine questions. GXA enabled AI-powered service, supporting over 30 languages and improving efficiency and citizen experience.
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Granicus Experience Group helped Morrisville, NC refresh its website. The town wanted to improve search results and user experience for... residents. GXG provided technical help to fix search issues and add missing keywords. Morrisville established formal web processes and standardized the look of its top 20 pages. The new site delivers more accurate search results and a better customer experience.
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Granicus GovQA helped Maui County, Hawaii manage a surge in public records requests after historic wildfires. The county replaced inefficient... spreadsheets with an automated online portal. GovQA enabled 21 departments to track, process, and respond to about 500 requests per year. Automation and redaction tools saved time and improved transparency. The new system made it easier for staff to handle high volumes and for the public to access records.
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OpenCities and OpenForms helped Kalamazoo, MI modernize its website. The city saw a 10% increase in new users and created... nearly 100 detailed service pages. Online forms received over 4,300 responses. Pages per session dropped by 48%, showing users found information faster. The new site improved usability and made updates easier for staff.
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Granicus Fully-Managed Video helped Idaho Falls make public meetings more accessible and transparent. The city used searchable transcripts, closed captioning,... and Spanish translation to reach more residents. Preparing meeting minutes now takes less than 25 minutes, down from days. The solution reduced staff stress and made it easier for residents to find and understand meeting information. Idaho Falls built greater trust and participation with on-demand video and transcripts.
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OpenCities by Granicus helped the City of Grand Rapids move 257+ services online. The city saw 50% of payments made... online and a 79% drop in walk-ins. Staff saved time and could focus on service. Residents completed 1,000 new online submissions within weeks. The new digital services website improved access and efficiency for 180,000 people.
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OpenCities from Granicus helped the City of Grand Prairie, Texas, rebuild its website for better mobile efficiency. The old site... frustrated residents and staff with hard navigation and manual PDF processes. After the new site launched, calls to the city switchboard dropped sharply. Residents found information faster, and staff saved time. The city improved digital service delivery and communication with its community.
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Granicus helped the city of Cranbrook improve customer service with its govService OneView platform. The city replaced a manual 311... process with a mobile app, Cranbrook 311, for real-time resident engagement. Service request resolution time improved by 36%. Managers gained back over 3 hours a day. About 20% of requests now come from mobile devices, with 2,000 requests per year. The city saw better resource allocation and internal efficiency.
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govMeetings Swagit helped Pinal County, AZ save $100,000 by outsourcing video production. The county streams and records public meetings to... increase transparency. Meeting videos are posted within 24 hours of adjournment. Staff save time and resources while meeting resident demands. Swagit provides flexible support for emergency meetings.
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Operations Cloud from Granicus helped Orange County Sanitation District cut agenda preparation time by 87%. Public records request processing time... dropped by 92%. Staff saved over 35 days each year on meeting management. The solution improved compliance and made public records easier to access. Residents now join meetings online and get information faster. OC San uses digital forms and e-notifications to boost efficiency.
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Service Cloud helped a government agency modernize digital service delivery. The agency saw 98% fewer walk-ins and moved 50% of... payments online. Service request resolutions became 36% faster. Citizen satisfaction increased by 70%. The solution improved efficiency and made services easier for residents to access.
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Granicus GovQA helped the County of Maui manage a surge of public records requests after historic wildfires. The county faced... a flood of media inquiries and needed a better way to track and respond. They launched the new online records request management system in just one month. Now, 21 departments use the solution to handle about 500 requests per year. The system improved transparency and saved staff time.
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Granicus helped Coos Bay, Oregon, transform its community engagement. The city launched a new website, meetings management, and email marketing... using the Granicus Government Experience Cloud. In the first seven months, Coos Bay saw an 89% increase in subscribers. The city achieved a 65% engagement rate and a 35% open rate, both above local government benchmarks. City staff also reported improved efficiency with the new digital solutions.
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Granicus Fully-Managed Video helped Idaho Falls keep 100% of meeting minutes up to date. The city summarized 4-hour meetings into... 2-3 minute recaps. Staff cleared two years of backlogged records. The solution made public meetings easy to access for all 68,000 residents. Leaders say it builds trust and lets everyone take part in local government.
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Operations Cloud helped the City of Doral cut agenda preparation time in half. A three-person team now prepares agendas twice... as fast. They save 30,000 pages of paper each month. The city handles 400 public records requests monthly. Granicus solutions improved transparency and user experience for residents.
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Granicus helped the Virginia Department of Motor Vehicles modernize its communication system. The DMV replaced its old notification system with... Granicus’ API-based platform for email and SMS. This allowed secure, targeted notifications and faster message delivery. The DMV sent 5,433 license renewal emails and created 3 custom short codes using AWS. They saw a 70% reduction in standard wait time for short code setup. Staff and residents now experience better reliability and efficiency.
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Granicus' govDelivery helped Oklahoma Health Care Authority modernize Medicaid with a managed care model. OHCA used SMS and email to... educate over 560,000 members about new health and dental plan choices. The campaign led to a 135% average increase in daily enrollments and a 20% active plan selection rate. OHCA sent 558,000 SMS messages and saw a 6% increase in email open rates. The effort exceeded national benchmarks and set a new standard for Medicaid outreach.
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SmartGov helped the City of Valley, Nebraska, move permitting and inspections online. The city faced slow, manual processes and lots... of paperwork. With SmartGov, they now process 700 permits online each year. Staff save 10 hours every week. They get 300 fewer phone calls each year. The city finds 6 times more code violations. Contractors and homebuyers are happier with faster, easier service.
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Granicus helped the city of Arlington, Texas, modernize its website with a resident-first approach. The city wanted a user-friendly, data-driven... site that was easy to navigate. Granicus delivered a new website with 74 forms, 52% fewer webpages, and a 40% improvement in finding key content. The project finished in 9 months. Residents now find information faster and the site is easier to manage.
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Granicus Civic Engagement Platform helped the City of Olathe, Kansas modernize its government services. The city improved its website with... govAccess and enhanced communication using govDelivery. Agenda management became easier with govMeetings Legistar. Residents now find information faster, with average search time down to under 2 minutes. Subscribers grew from 2,167 to over 60,000. Traffic to agenda pages doubled. The city continues to add new digital services for residents.
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Granicus helped the City of Hartford, CT, go fully digital with its City Hall. The city launched a new website... with over 100 online forms, converting many PDFs to digital services. They now have over 200 forms and more than 24,000 online submissions. Granicus's public records request software made the process faster and easier for residents. The new digital platform improved access and engagement for the Hartford community.
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King County Elections used govDelivery and Granicus Experience Group to send targeted mail-in ballot alerts. The goal was to increase... transparency and voter participation. Over 80% of voters who opted in were able to cure their ballots before the deadline. Opt-in voters saw a 67% higher cure rate and 91% greater turnout in a special election. Alerts were sent in five languages, soon expanding to seven.
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Granicus Government Experience Cloud helped the City of Dunedin, Florida, modernize its digital presence and communications. The city used Service... Cloud to combine web, forms, workflow, and engagement tools. Dunedin achieved 11,000 subscribers, 50% open rates on newsletters, and a 76% engagement rate. The city gained over 100 new subscribers per month in 2024. Residents and businesses now rely on 'The Dunedin News' as their top information source.
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SmartGov helped Mount Vernon, WA, improve permitting and operations. Before SmartGov, the city used spreadsheets and emails, which caused delays... and confusion. There was no central place for information or a clear work order process. After using SmartGov, staff could find all permit data in one place. This made it easier to handle customer complaints and improved workflow efficiency.
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SmartGov helped Perry Township, OH, improve its building permitting and inspection process. The township had trouble keeping up with permit... requests using paper-based methods. Staff spent too much time searching for documents and tasks were often lost. After switching to SmartGov, the process became smoother and more efficient. Staff found the support team attentive and responsive, making the transition easy.
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SmartGov helped the City of Longwood, Florida, improve its building permitting and services department. The city faced challenges with manual... processes and outdated software as its population grew. SmartGov replaced the old system, making it easier for staff and customers to manage permits. The new platform allowed for digital plan reviews and better compliance. Staff found SmartGov user-friendly and efficient.
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Ada County Highway District used Granicus Government Experience Cloud to improve community engagement. They replaced disconnected survey tools with integrated... digital solutions like govDelivery, EngagementHQ, and govAccess. This helped them launch the ACHD Engage site and modernize their web presence. As a result, they achieved a 75.6% engagement rate, 52% subscriber growth, nearly 160,000 website visits, and 2,300 page views for their Five-Year Work Plan.
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Seattle used govDelivery to improve digital communication with residents. The city wanted to reach more people while protecting privacy. They... replaced marketing tools with govDelivery to fit strict privacy policies. Now, nearly 450,000 people subscribe to city updates. Subscriber numbers grew by 137% in five years. Over 200 content creators share information on more than 530 topics.
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Service Cloud by Granicus helped the City of Aurora, Illinois, improve digital engagement with residents. Before, Aurora used social media... and static web pages to connect with citizens. With Service Cloud, Aurora increased survey responses to 800, reached 1.3k views for an alderman’s web page in one month, and grew newsletter subscribers to 70,000 with a 40% open rate. The city now gets more feedback and keeps residents better informed and involved.
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govDelivery helped Vandenberg Space Force Base connect with over 4,000 service members and their families. The base used govDelivery to... promote events and boost community engagement. They saw a 3x growth in their subscriber list in the first year. Event attendance increased by 50% to 500%. Six months after starting, the base earned an innovation award. Social media followers grew by 5,000 using drip campaigns.
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Granicus Operations Cloud helped Pinellas County, FL automate its meetings and agenda process. The county faced slow approvals and paper-heavy... workflows. With Granicus, they cut agenda item approval time by 75%. They eliminated all paper use for meetings. Staff no longer needed overtime to prepare for bimonthly meetings. The new system made serving the community faster and easier.
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The Granicus Civic Engagement Platform helped the City of Olathe, Kansas, modernize its government operations. The city aimed to improve... digital service delivery and resident experience. With Granicus, Olathe increased total subscribers from 2,167 to over 60,000 in 2017. Website traffic for agendas doubled, and direct site users increased by 12%. The platform made the city more transparent and efficient for both residents and staff.
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Granicus Peak agenda management helped the Town of Parachute, Colorado, modernize its meeting preparation. The town had only one clerk... handling all agenda and meeting materials. The solution made the process digital, saving time and reducing stress. Parachute saw an 80% reduction in agenda prep time. The town also saved 2,000 pages of paper per meeting. The new system made it easy for residents to access materials online.
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Granicus Fully-Managed Video helped Victor Valley Union High School District cut board meeting minutes and certifications time in half. The district serves... over 11,000 students and upgraded from a single webcam to a four-camera setup. Staff no longer spend time troubleshooting livestream tech. The new system lets them focus on serving the community. Board meetings now have professional-quality broadcasts.
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Granicus Records Request Management helped Capistrano Unified School District cut workload by 25%. The district managed over 300 public records... requests yearly with just one person. Before, they used scattered spreadsheets and manual redactions. The new cloud-based platform centralized all requests, improved collaboration, and automated reporting. The solution reduced paper use, sped up response times, and made onboarding easier for new staff.
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Granicus Fully-Managed Video helped Victor Valley Union High School District cut board meeting minutes and certifications time in half. The district serves... over 11,000 students and upgraded from a single webcam to a four-camera setup. Staff no longer spend time troubleshooting livestream tech. The new system lets them focus on serving the community and delivering professional broadcasts.
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Records Request Management (GovQA) helped Capistrano Unified School District handle over 300 public records requests each year. Before, a single... staff member managed requests with scattered spreadsheets and manual redactions. The new system put all requests in one place. This saved 25% of the team's time and improved productivity. The district now works faster and with less stress.
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Host Compliance by Granicus helped Purgatory Resort manage short-term rental (STR) tracking and monitoring. The resort needed a way to... identify STR properties and collect fees as the area grew. Host Compliance enabled them to identify 600 STRs and support 1,200 homeowners. They collected $320,000 for community programs and achieved a 99% STR compliance rate. This solution improved revenue collection and guest experience.
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Granicus helped the city of Arlington, Texas, transform its website with a resident-first approach. The project cut webpages by 52%,... from 1,953 to 936, and created 74 new forms. Findability of key content improved by 40%. The implementation finished in just nine months. The new site is more user-friendly and easier to manage, with strong results for both staff and residents.
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Permitting & Licensing Enhanced (SmartGov) by Granicus helped the City of Lynnwood, Washington, move from paper-based permitting to a fully online process. The city saw... a 40% reduction in average permit processing time. In the first year, 5,140 permits were submitted online. Daily walk-in traffic dropped by 85%. Staff and residents now enjoy faster service and better transparency.
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Granicus helped Franklin County, OH move from an on-premises permitting system to a cloud-based solution. The new system gave 1.3... million people access to a self-service customer portal. The county doubled the number of permits processed while improving efficiency and citizen satisfaction. They also implemented 11 new automated reports. The solution improved backup, recovery, and data access for government permitting processes.
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Engagement Cloud helped Oregon Department of Corrections modernize its communication. The agency improved outreach to employees, legislators, media, and visitors.... They achieved an 80% engagement rate for email and SMS and a 95% rate for internal staff. Over 1,300 people visited their Wildfire Response project page. In six months, they sent 75 SMS alerts. This built trust and transparency with stakeholders.
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Granicus Host Compliance helped the City of Berkeley address short-term rental violations and affordable housing shortages. The city achieved 95%... listing compliance and collected $1.38 million in tax revenue. Host Compliance automated monitoring of major listing sites, saving staff time and increasing efficiency. Berkeley converted 435 properties to long-term rentals and reached an 86% conversion rate on 5,000+ outreach letters. The solution supported community concerns and streamlined enforcement.
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Granicus helped the Municipality of Leamington launch a new on-demand transit system called LTGO. The old bus service was underused... and needed a change. Leamington used public input to design a system that people wanted. The new service started in May 2022 with more stops and longer hours. Riders can book trips by app, website, or phone. The new system is easier to use and covers more of the town.
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Gainesville, FL used Granicus digital solutions OpenCities and OpenForms to improve its website. The city wanted a more user-friendly, mobile... responsive, and accessible site. They focused on a people-centered design and used data and feedback to guide changes. As a result, website traffic increased by 30%, mobile traffic rose by 12%, and 73% of users said they could find information easily. Gainesville won the 2023 Granicus Digital Government Website of the Year and People’s Choice Awards.
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Granicus Experience Group (GXG) helped the National Center for PTSD grow its digital audience. The Center wanted to reach more... people affected by trauma and PTSD. With GXG's outreach tools, subscribers increased from 100,000 to 375,000 in two years. 71% of subscribers were new since Spring 2019. Pledge support during PTSD awareness month rose by 400%. The Center connected more people to PTSD resources and support.
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Manchester, CT used EngagementHQ, OpenCities, and OpenForms to improve digital engagement. The town wanted to connect better with residents and... move away from print communication. They moved 70% of services online. The website bounce rate dropped by 30%. Time to find information on the website was cut by 50%. Engagement response for public programs increased 100 times.
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Granicus helped the City of Hartford, CT take their City Hall completely digital. The city wanted to improve how it... served and engaged residents. They redesigned their website with Granicus, focusing on user needs and digital access. The new site launched with over 100 online forms, converting many from PDFs. Residents submitted 24,000 online forms, increasing access to digital services.
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Granicus Government Experience Cloud helped Coos Bay, Oregon improve its website, meetings management, and email marketing. The city wanted to... better serve and engage its community. Granicus provided a consultative and collaborative solution. Coos Bay saw 89% subscriber growth in 7 months. The city achieved a 65% engagement rate and a 35% open rate, both above benchmarks. The project went from start to full launch in 8 months.
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SmartGov helped Valley, Nebraska, digitize permitting and inspections. The city now saves 10 hours each week and processes about 700... permits online every year. Staff handle 300 fewer phone calls annually. The system improved compliance and made contractors happier. Valley's team can now focus on more important work and support the growing housing market.
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Granicus Government Experience Agent (GXA) helped the Unified Government of Wyandotte County and Kansas City, Kansas, handle over 310,000 calls per year in more than 30 languages. The county used... GXA to provide 24/7 multilingual support and answer routine questions, improving operational efficiency. Staff were trained to manage content and ensure accurate, reliable answers. GXA integrated with Service Cloud, reducing staff workload and supporting after-hours service. The solution delivered consistent information and improved citizen experience.
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Granicus Operations Cloud helped the City of Doral, Florida, cut agenda preparation time in half. The city now saves 30,000... pages of paper each month by switching to digital agendas. A three-person team manages 400 public records requests monthly with improved efficiency. The solution streamlined workflows, reduced internal emails, and made records more accessible. Staff and residents benefit from easier access to agendas, videos, and legislative history.
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