Experience-Led Transformation in the Public Sector: Accelerating Citizen Services with Salesforce

Modernizing Citizen Services for a Digital Era

Public sector organizations today face a unique set of challenges: serving large, diverse populations, ensuring regulatory compliance, and delivering results rapidly—especially in times of crisis. As citizen expectations for digital services rise, government agencies must modernize not just their technology, but the very experiences they deliver. Publicis Sapient’s experience-led approach, powered by Salesforce, empowers public sector organizations to meet these demands, enabling rapid, people-first transformation that delivers measurable outcomes for residents.

The Publicis Sapient Experience-Led Approach

At the heart of successful digital transformation is a simple truth: technology alone is not enough. Too often, public sector initiatives focus on technical integration, overlooking the human experience. This can lead to low adoption, fragmented processes, and missed opportunities for impact. Publicis Sapient’s approach is different. We start with the needs of citizens and employees, then design and implement Salesforce solutions that are intuitive, accessible, and built for rapid deployment.

Our Three-Step Transformation Process

1. Envision the Experience (Virtual Lab): We bring together stakeholders in collaborative workshops to map current (“as-is”) and future (“to-be”) states, surface pain points, and align on clear objectives. This sets the stage for a transformation that is both ambitious and achievable.
2. Plan and Prove It Fast (Blueprint & MVP): Our Salesforce-trained teams identify high-value opportunities and deliver a minimum viable product (MVP) in as little as a few weeks. This rapid prototyping validates the approach and demonstrates tangible results early.
3. Build, Iterate, and Scale (Digital Product Factory): Using agile methods, we continuously enhance the experience, informed by real user feedback and business outcomes. This ensures ongoing innovation and measurable impact.

Addressing the Unique Challenges of the Public Sector

Government agencies must navigate a complex landscape:

• Regulatory Compliance: Solutions are designed to meet strict data privacy, accessibility, and security requirements.
• Scalability: Platforms are built to serve millions of users and adapt to changing needs.
• Rapid Deployment: In times of crisis, speed is critical. Our approach enables agencies to launch new services in weeks, not months.
• Cross-Agency Collaboration: Automated workflows and integrated data sharing break down silos, improving efficiency and service delivery.

Real-World Impact: Public Sector Case Studies

LA Metro: Seamless, Sustainable Transit for Millions

With over 10 million residents, the Los Angeles County Metropolitan Transportation Authority (LA Metro) needed to modernize its transit payment system to keep pace with evolving transportation options. Publicis Sapient partnered with LA Metro to create TAPforce, a unified platform built on Salesforce Commerce Cloud. TAPforce allows users to manage transit payments across 26 systems, register and reload cards, and access promotions from any device. The result:

• 1,000 new Metro Bike Share signups on day one
• $12 million in annual website sales
• Simplified, greener transit options that reduce congestion and improve quality of life

State Government Emergency Rental Assistance: Rapid Relief in Crisis

When the COVID-19 pandemic struck, a state government needed to distribute emergency rental assistance quickly to prevent evictions and utility shutoffs. In just two weeks, Publicis Sapient designed and implemented a Salesforce-based application that streamlined intake, automated workflows, and enabled real-time collaboration between agencies and nonprofits. The impact:

• 40,000 applications processed in the first round
• Hundreds of millions of dollars distributed to residents in need
• A more convenient, transparent experience for citizens during a critical time

The Measurable Benefits of Experience-Led Design

Public sector organizations that embrace experience-led transformation with Salesforce realize:

• Faster time to market: MVPs delivered in as little as three months—or even weeks in urgent scenarios
• Increased user adoption: Solutions designed for real-world needs drive higher engagement
• Reduced complexity and waste: Streamlined processes and automated workflows free up staff to focus on what matters most
• Improved ROI: Every initiative is tied to clear, measurable outcomes for both agencies and the communities they serve

Best Practices for Driving Measurable Impact

1. Start with the Human Experience: Engage stakeholders early to understand their needs, pain points, and aspirations.
2. Map Value Pools: Identify and prioritize experience gaps that offer the greatest business value.
3. Leverage Agile Delivery: Use iterative sprints to deliver quick wins, gather feedback, and continuously improve.
4. Measure What Matters: Define clear KPIs for adoption, satisfaction, and business outcomes—and track them rigorously.
5. Foster a Culture of Learning: Encourage experimentation, celebrate learning milestones, and adapt quickly to change.

Why Publicis Sapient?

With over three decades of experience in digital business transformation and a deep partnership with Salesforce, Publicis Sapient brings together strategy, design, engineering, and data to deliver holistic, human-centered solutions. Our agile, data-driven approach ensures that your Salesforce investment delivers not just technical capability, but real, measurable value for your agency and your citizens.

Ready to accelerate your public sector transformation? Connect with Publicis Sapient to put experience at the heart of your Salesforce journey—and deliver the modern, accessible citizen services your community deserves.