GRANICUS-FIRMSTEP LIMITED

Granicus Experience Group (GXG) Consultancy Services for Local Government

GXG is Granicus’ digital agency focused on customer experience & digital communications, providing human-centered strategies, data-driven insights and hands-on consultancy services. GXG team offers expert guidance and support for digital initiatives to improve outcomes for individuals, communities, and society and make a positive difference to our customers’ customers.

Features

• Consultancy services for successful digital transformation and improved customer experience
• Customer engagement programmes to enhance the customer experience
• Digital service design to improve how people interact with services
• Strategy for driving always on engagement and continous customer feedback
• Data driven to uncover opportunities to improve the customer experience
• Human-centred design methodology to creating a seamless customer experience
• Modern outreach and enrollment experiences, driving awareness, adoption, and impact
• Human centred, multi-channel, community engagement and public consultation
• Training and capacity building for sustainable and evolving digital transformation
• User friendly website experiences that improve self-service and digital adoption

Benefits

• Create simpler, personalised and more joined-up digital services
• Provide excellent customer experience based on human-centred design principles
• Improved, more representative, citizen participation and stakeholder engagement
• Seamless customer experiences where people are respected, remembered and reminded
• Increased and more representative community engagement and customer feedback
• Better data and insights to optimise decision making and trust
• Ensure people can access and benefit from government services
• Increase digital adoption, improve efficiency, and boost employee morale
• Digital strategy to improve outcomes for individuals, communities, and society
• Enhanced internal skills and digital capabilities for sustainable transformation

£550.00 a unit a day

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at uksalesteam@granicus.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

164525086174029

Contact

Asim Ali
0800 048 7518
uksalesteam@granicus.com

Planning

• Planning service: Yes
• How the planning service works: "GXG’s unique approach breaks down departmental silos and brings together key stakeholders to align on a singular view of the citizen and map out an experience that can achieve better outcomes. ; We work hand-in-hand with our customers to maximise the value they get out of our technology and develop strategic digital programs that inform, educate, and compel citizens to act. ; Our success is based on using our proprietary, tried-and-tested approach to digital experience design and programme management. We work with our customers using design-led methods to create strategic and tactical digital experiences that support their critical outcomes. We adopt a three phased approach to driving successful outcomes for our customers taking them through a design-led process of Discover and Plan, Build and Launch and Manage and Optimise. "
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Granicus govService
  • Granicus govDelivery
  • Granicus TMS
  • Granicus EngagementHQ
  • Granicus Government Experience Cloud (GXC)

Training

• Training service provided: Yes
• How the training service works: Our team has been pioneers of digital engagement for more than 10 years, working at the forefront of digital transformation in government. Our training services include: Digital Services University, Digital Services Academy, Experience Centres, Writing for Web, Information Architecture, Communicator Capacity Building and Governance and Playbooks.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Granicus govService
  • Granicus govDelivery
  • Granicus TMS
  • Granicus EngagementHQ
  • Granicus Government Experience Cloud (GXC)

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Our approach involves a tried and tested methodology of investing in discovery and planning, preparing for build and launch and continuous management and optimisation of digital public services. Our strategy teams bring user-centric, data-driven, insights to help buyers navigate their digital transformations. Our process focuses on creating customer experiences that are grounded in user data and the buyers' strategic goals while carefully designing to deliver on the what the customer needs. Our collaborative process brings together key stakeholders to ensure implementation is based on a shared vision of how to improve the customer experience.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Granicus govService
  • Granicus govDelivery
  • Granicus TMS
  • Granicus EngagementHQ
  • Granicus Government Experience Cloud (GXC)

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: "GXG’s unique approach breaks down departmental silos and brings together key stakeholders to align on a singular view of the citizen and map out an experience that can achieve better outcomes. ; We work hand-in-hand with our customers to maximise the value they get out of our technology and develop strategic digital programs that inform, educate, and compel citizens to act. ; Our success is based on using our proprietary, tried-and-tested approach to digital experience design and programme management. We work with our customers using design-led methods to create strategic and tactical digital experiences that support their critical outcomes. We adopt a three phased approach to driving successful outcomes for our customers taking them through a design-led process of Discover and Plan, Build and Launch and Manage and Optimise. ; Our training helps customers to build up the skills of their own team with custom curriculums covering best practices for digital programmes. ; GXG experience strategists help our customers to think and consider services through a user experience lens, focusing on journey mapping, user stories, content improvement, user testing, and digital service blueprinting to design better experiences. "

Service scope

• Service constraints: All services are subject to scoping prior to contractual commitment.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Please see our licence agreement for further information.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Web chat solution is tested to meet accessibility standards.
• Support levels: Support is standard. This includes full access to our online support desk which can be accessed via our online portal, email, phone and live chat.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Reviewed 26/03/2022
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Granicus have amassed a significant amount of experience in assisting our clients to establish climate change dialogues with their constituents which result in meaningful recommendations and future action. The situation described below represents the scope of work that GXG can undertake to design and support a council’s desire to consult on climate change.; ; A UK borough council has an initiative to develop a strategy to promote behaviours and change which will locally manage the impact of climate change on the borough, at minimum achieving council carbon neutrality by 2030. Their planning and environment teams enlist GXG to lay out and support a formal consultation process that will include communications, engagement, data collection and analysis and preparation of a report suitable for inclusion in the council’s climate change strategy plan.; ; The council expect to include their existing cloud communications and engagement platforms as essential tools in this process, but equally recognise that their residents will require a hybrid consultation approach to ensure optimal and representative participation.; ; GXG can work with the council to develop and support the consultation strategy, which could include detailed communications campaigns to inform the public of the consultation, invite participation, and eventually report on progress and results of the activities. GXG could also help with the design and layout of the climate consultation engagement site to best achieve the range of contribution desired, analyse the resulting participant responses and prepare a comprehensive report of the consultation findings.

  Covid-19 recovery

  The Granicus Experience Group (GXG) is Granicus’ digital agency focused on customer experience and digital outreach, providing consultation, human-centred strategies and hands-on digital engagement and transformation services for our customers. GXG consultancy services can be used to augment your internal teams’ capacity, or to provide additional expertise when grappling with COVID 19 recovery.; ; For example, GXG consultancy can be used to help create online services that allow citizens to access services to help reduce the impact of a pandemic (for example by requesting shielding support online), to apply for grants or other funding, post-COVID, or any other digital service that will support the community.; ; GXG consultancy can also be used to design and build outreach campaigns or to relay critical messages and services to residents. For example, to help citizens know what support services are available and how to apply. ; ; We believe that public purpose technology exists to solve many of society’s current problems, such as COVID. However, effective use of technology requires a clear strategy and human centred design. This is where GXG can support your organisation to build and then delivery it’s strategy. ; ; We have scored of examples of how GXG consultancy was used to help support our customers in their response to COVID – from ensuring that ‘no kid goes hungry’ in one community, to supporting immunisation programmes in another.

  Tackling economic inequality

  GXG consultancy services can be used to help our customers to inform their communities and help change behaviours within the community. GXG is all about Public Purpose Technology. At GXG we will design, develop and manage a sophisticated program to achieve the outcomes you require, using data, creating content and demonstrating thought leadership to help achieve your goal, whether that’s tackling economic inequality or some other strategic objective.; ; One example of where GXG has helped to reduce economic inequality is the work Granicus has carried out for an organisation that supports ; employers who are recruiting, employing, and retaining army veterans. With no brand recognition and funding only available via application fees, the team needed to effectively publicise and promote their goals and services to both veterans and employers. ; ; Working closely with the Granicus Experience Group (GXG), this client built an audience capture strategy and outreach program that leveraged govDelivery to raise awareness and attract new members. As the organisation grew over the first three years, GXG’s strategy adapted with their needs.; ; With GXG and govDelivery’s help, the program saw significant increases in applications and revenue. The program has experienced a 127% increase in applications from employers since its first year and doubled revenues in a three-year period.

  Equal opportunity

  GXG services can help to promote outcomes and behaviours like equal opportunity. GXG consultants can combine their expertise and methodology with Granicus technology to help drive opportunities and awareness of under-represented groups. The GXG team can use segmentation and digital marketing to make sure you create the right messages and content to reach the right people, increase engagement rates, and make participation more reflective of the local population, or even target specific groups.; The COVID-19 pandemic has had long-term impacts on individuals’ long-term physical and mental health and therefore employability. Governments and employers must begin to recognise, acknowledge and respond to changes in ability now present in jobs and the workplace.Mention of post-traumatic stress disorder (PTSD) has increased in recent years, but is not new. According to the BBC recently there an estimated 3 in 100 UK citizen who have experienced PTSD. While statistics vary globally, PTSD now has a recognisable impact on healthcare and the economy.One GXG customer works with individuals who have experienced trauma, or who suffer from PTSD. Their team is small, and its success depends on building the awareness and connecting those who need help with resources. The skills and consultancy support provided by GXG has helped the organisation to achieve their goals.In 2019, the client launched a partnership with (GXG) and began leveraging its email, text, and social software tool to build a series of campaigns that included messaging more tailored to the different audience types. With Granicus’ support, the program tripled its audience and increased pledges of support by 400%: in the 2 years working with GXG, the organisation’s audience has increased from 100,000 subscribers to over 375,000. Ultimately this results in more equal outcomes for sufferers of PTSD.

  Wellbeing

  Access to affordable healthcare and health-related services is a critical part of a community’s wellbeing. While UK residents are entitled to access to our National Health Service (NHS), our many healthcare customers continually strive to improve resident access to their services and programmes. They are able to use our communication and service tools to improve work processes, inform and educate patients and support and encourage their internal staff.; ; After a 2018 decision to expand the state Medicaid program to offer low- or no-cost healthcare options to close to 400,000 newly-eligible adults state-wide, it was the mission of the Department of Medical Assistance Services (DMAS) to inform as many affected adults as possible in order to give them the opportunity to have health coverage. DMAS leaders targeted 100% enrolment.; ; They enlisted the help of the Granicus Experience Group (GXG) team of digital communications experts, who quickly realized that DMAS needed to use email, text messaging and social media in order to reach their target personas, and so they began designing an outreach campaign using Granicus’ govDelivery cloud communications platform.; ; DMAS were able to initially enrol more than 250,000 new adult members in Medicaid. The expansion of Medicaid is expected to contribute a net savings of $355 million for the state’s two-year budget.; GXG services can be deployed for UK customers that wish to promote healthy living, inform and change behaviours, or other outcomes that link to wellbeing.

Pricing

• Price: £550.00 a unit a day
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at uksalesteam@granicus.com. Tell them what format you need. It will help if you say what assistive technology you use.