The digital revolution that transformed emergency rental assistance during the COVID-19 crisis is now reshaping the very fabric of public service delivery—extending far beyond housing to public defense, healthcare, and social services. At the heart of this transformation are digital-first, people-centric principles: centralized data, workflow automation, and holistic support models. These principles are not just improving operational efficiency—they are restoring dignity, equity, and hope for individuals and communities at their most vulnerable moments.
The COVID-19 pandemic exposed the limitations of legacy systems in delivering aid. In North Carolina, as job losses mounted and families faced eviction, traditional paper-based processes and siloed data could not keep up. 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 did more than deliver aid quickly. It ensured that no one fell through the cracks. Staff could focus on supporting people, not paperwork, and applicants received help before crises escalated. The impact was not just operational—it was deeply human, as families on the brink of homelessness found stability and hope. As one recipient shared, “The boxes I had packed for my eviction are now going to my new home. I am set. My kids are set. New house, new career. New beginning.”
The same digital-first, people-centric 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.”
One public defender recounted how, thanks to CCMS, a client at risk of a probation violation—who might have otherwise been lost in the shuffle—was able to avoid unnecessary detention, keep his job, and maintain his housing. These are not just process improvements; they are life-changing outcomes.
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:
One oncology patient described the new financial application as “the easiest that I have seen anywhere.”
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.
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.