Digital transformation is redefining what’s possible in the public sector. The same digital-first, people-centric principles that revolutionized emergency rental assistance are now driving breakthroughs in public defense, healthcare, and social services. By connecting the dots between housing, justice, and health, agencies are delivering more equitable, efficient, and impactful services—ensuring that no one falls through the cracks.
The COVID-19 pandemic exposed the limitations of legacy systems in delivering emergency aid. In North Carolina, thousands of families faced job loss and the threat of homelessness. Paper forms, manual reviews, and siloed data left agencies overwhelmed and families at risk. In response, Publicis Sapient partnered with local organizations to build a cloud-based portal that allowed residents to apply for rental assistance from any device, at any time. The results were transformative:
This digital solution not only delivered critical aid quickly but also ensured that no one fell through the cracks. Staff could focus on supporting people, not paperwork, and applicants received the help they needed before crises escalated. The platform’s scalability and omnichannel access—online, mobile, and call center—meant that even those with limited digital literacy or broadband access were not left behind.
The same digital-first mindset has driven a landmark transformation in the Los Angeles County Public Defender’s Office (LACPDO)—the largest in the United States. Facing over 100,000 cases a year, managed through more than 26 disconnected legacy systems and millions of paper records, the office risked delays and lost information that could impact lives and livelihoods.
In partnership with Publicis Sapient, the LACPDO implemented a cloud-based Case and Client Management System (CCMS) that:
The impact was immediate and profound. Attorneys could access client information instantly, often before proceedings began, allowing for more thorough preparation and more effective advocacy. The system enabled a shift from a case-centric to a people-centric approach, supporting holistic representation and alternatives to incarceration. As Ricardo Garcia, LA County Public Defender, put it: “We’re shifting the narrative from a case-centric to a people-centric view, which has enabled us to objectively illustrate the benefits of holistic representation, diversion and alternatives to incarceration models and the tangible benefits of decarceration.”
The principles behind these successes—centralized data, cloud-based access, workflow automation, and a relentless focus on the individual—are transforming healthcare and social services as well. For example, Publicis Sapient partnered with a major biotechnology organization to redesign their portfolio of patient-facing websites. By engaging directly with patients, caregivers, and providers, the team created a unified, accessible digital experience that:
In rural Georgia, Publicis Sapient helped modernize the Health Resources and Services Administration’s (HRSA) digital platform, replacing a 35-year-old mainframe system. The new system tripled processing capacity, saved millions in operational costs, and enabled real-time placement of healthcare professionals in underserved areas. These improvements have made a tangible difference for both providers and patients, especially in communities where access to care is a daily challenge.
Across justice, housing, and healthcare, three core principles underpin these digital transformations:
These principles not only drive operational efficiency but also ensure that services are delivered with empathy, dignity, and respect for all.
“Our attorneys are now receiving client information digitally often before the proceedings. They’re able to get a head start looking at the case, which has allowed our attorneys to more effectively counsel clients.”
— Ricardo Garcia, LA County Public Defender
“DreamKey, along with our other ERAP clients, have been distributing funds for roughly two years, and collectively they've distributed over $1 billion to a million people in need. And I got to be a part of that. It just feels really special to know that there are people that get to stay in their home because of the work we’ve done.”
— Amy Zeller, Publicis Sapient Salesforce Consultant
The digital transformation of public services is not just about technology—it’s about equity, dignity, and hope. By putting people at the center and leveraging the best of digital innovation, agencies can prevent individuals from falling through the cracks, improve access to essential services, and drive holistic, people-centered outcomes.
Are you ready to reimagine your agency’s impact? Let’s work together to build digital solutions that change lives, strengthen communities, and set new standards for public service.
Contact Publicis Sapient today to start your journey toward digital transformation for social good.