Introducing GXA: Trusted AI for modern government
Community expectations continue to rise, but resources, budgets, and workforce capacity are under increasing pressure. Residents expect fast, personalised, digital-first experiences, while government leaders must balance efficiency, accessibility, and transparency. Technology — and, now, artificial intelligence (AI) — can help, but only if used responsibly, in ways that build trust in the community.
Today, we’re excited to announce the launch of Granicus Experience Agent (GXA) in Australia and New Zealand, a purpose-built AI platform designed specifically for the needs of government.
AI Built for Government, Not Adapted to It
Across Australia and New Zealand, councils and government agencies are exploring how AI can improve service delivery and community outcomes. However, many are understandably cautious.
Consumer AI tools can create concerns around governance, data privacy, accountability, consistency, and public trust. Government organisations need more than a chatbot. They need a solution built around the realities of public service.
GXA was developed specifically for government environments, helping organisations harness the benefits of AI while maintaining control, oversight, and accountability.
Unlike general-purpose AI tools, GXA is grounded in approved government content and workflows, ensuring responses remain relevant, accurate, and aligned with organisational policies. It operates as a governed layer between residents, staff, and services, helping organisations modernise service delivery without compromising trust.
Trusted AI for Public Service
For government leaders, success with AI is not just about speed or automation; it’s about trust.
GXA has been designed with governance, privacy, security, and accountability at its core. Agency data remains under customer control, and interactions are never used to train AI models. Responses are generated using approved content and governed processes that support transparency and explainability.
This allows organisations to:
- Apply AI in a controlled and accountable way
- Maintain oversight of information and workflows
- Deliver policy-aligned responses
- Support privacy and compliance requirements
- Build confidence in AI adoption across the organisation
Better Experiences for Residents
Residents don’t think in organisational structures, departments, or service silos. They simply want answers, information, and services when they need them.
GXA enables natural, conversational interactions across digital channels, helping people access information and services more quickly and easily. Whether they’re searching for local information, submitting a request, finding a service, or completing a transaction, residents can engage through simple, human-like conversations.
For communities, this means:
- Faster access to information
- Consistent experiences across channels
- Improved accessibility
- Reduced effort when interacting with government
- Support for more than 75 languages
The result is a more responsive and inclusive government experience that meets people where they are.
Helping Government Do More with Existing Resources
Many councils and government agencies are being asked to deliver more services with limited resources. Staff are often spending valuable time responding to repetitive enquiries, navigating disconnected systems, and managing manual processes.
GXA helps reduce that pressure by automating routine interactions and connecting resident enquiries to relevant workflows and systems. This allows employees to focus their expertise on higher-value work where human judgement and engagement matter most.
Benefits include:
- Reduced manual effort
- Faster response times
- Increased service capacity
- Less pressure on frontline teams
- Improved operational efficiency
Rather than replacing people, GXA is designed to augment teams and help government organisations work more effectively.
Connecting the Entire Government Experience
GXA is part of the broader Granicus Government Experience Cloud (GXC), connecting digital services, websites, forms, engagement tools, communications, and workflows into a single experience ecosystem.
This creates new opportunities for government organisations to move beyond disconnected interactions and deliver seamless end-to-end experiences across the resident journey.
From finding information and submitting requests to receiving updates and completing transactions, GXA helps create a more connected, efficient, and personalised experience for both residents and staff.
The Next Chapter for Digital Government in ANZ
Australia and New Zealand governments have long been leaders in digital transformation. The next evolution is not simply digitising services, but creating connected, intelligent experiences that improve outcomes for communities while strengthening trust in government.
GXA represents an important step forward in that journey.
By combining conversational AI, workflow automation, government-grade governance, and deep public sector expertise, Granicus is helping councils and agencies embrace AI with confidence and purpose.
As community expectations continue to evolve, GXA provides a pathway for government organisations to deliver faster, more accessible, and more efficient services while maintaining the transparency and accountability that public service demands.
Ready to See GXA in Action?
Join our upcoming ANZ GXA launch webinar to see how government organisations can apply trusted AI to improve service delivery, reduce operational pressure, and create better experiences for residents and communities.
Discover how GXA can help your organisation deliver the next generation of government experiences.