In today’s digital-first world, citizens expect the same level of service and responsiveness from government agencies as they do from leading consumer brands. Yet, public sector organizations often face unique challenges—legacy systems, siloed data, and the imperative for transparency and accountability—that can make modernization seem daunting. However, proven digital transformation strategies from the private sector, such as those used to modernize customer service for a global protective products brand, offer a powerful blueprint for public sector innovation. By leveraging platforms like Salesforce Service Cloud and integrated solutions, government agencies can drive efficiency, improve citizen engagement, and enable rapid response in times of crisis.
Government agencies, from state departments to public defenders’ offices, are under increasing pressure to deliver seamless, transparent, and responsive services. Legacy systems and fragmented data storage often slow down operations, create inefficiencies, and hinder the ability to serve citizens effectively. The COVID-19 pandemic further exposed the need for rapid, digital-first solutions to support residents in crisis, highlighting the importance of scalable, cloud-based platforms that can adapt to surges in demand.
A global leader in protective products for electronic devices faced many of the same challenges as public sector organizations: an outdated customer service platform, fragmented data, and inefficient workflows. Publicis Sapient partnered with this brand to replace their legacy CRM with Salesforce Service Cloud, deploying over 15 integrations to unify data and streamline case management. Customer service representatives could now resolve cases without switching between disparate systems, and a customized process allowed for seamless handling of replacement orders and service requests.
The results were transformative:
These outcomes are directly relevant to the public sector, where similar challenges of legacy technology, data silos, and the need for rapid, reliable service delivery persist.
The Los Angeles County Public Defender’s Office, the largest in the nation, struggled with over 26 disconnected legacy systems and millions of paper records. In partnership with Publicis Sapient, the office implemented a modern Case and Client Management System (CCMS) on Salesforce. This centralized, cloud-based platform:
The impact was profound: attorneys now spend less time on paperwork and more time supporting clients, case processing accelerated, and the office gained new tools for transparency and data-driven decision-making.
When the pandemic threatened housing stability, a state government needed to distribute emergency rental and utility assistance quickly. Publicis Sapient built a Housing and Utility Assistance Solution on Salesforce, consolidating applications from tens of thousands of residents into a single, secure platform. The solution enabled:
Over 40,000 residents applied in the initial period, with processing running seven days a week and 130 new jobs created to meet demand. The state was able to keep people safely in their homes during a time of crisis—demonstrating the power of digital solutions to deliver on the public good.
Salesforce Service Cloud offers a highly configurable, cloud-based platform that centralizes data, automates workflows, and enables secure, omnichannel engagement. For public sector organizations, this means:
The journey to modernized customer service in the public sector begins with a clear vision and the right technology partner. By adopting a product mindset—prioritizing ongoing innovation, user adoption, and measurable outcomes—agencies can create a roadmap for continuous improvement. Publicis Sapient’s experience across both private and public sectors ensures that solutions are tailored to each agency’s unique mission and challenges, with end-to-end support from strategy and design to implementation and optimization.
The future of public service is digital, connected, and citizen-centric. By learning from successful private sector transformations and leveraging platforms like Salesforce Service Cloud, government agencies can overcome legacy barriers, drive operational excellence, and deliver the next generation of public sector services. The result is not just greater efficiency, but a more transparent, responsive, and impactful government—one that truly puts people at the center of every interaction.
Ready to transform your agency’s digital journey? Let’s connect and explore how proven digital transformation models can help you deliver exceptional public sector services.