Public sector organizations face unique challenges in digital transformation. Unlike commercial enterprises, government agencies must balance operational efficiency, regulatory compliance, and the imperative to deliver equitable, accessible services to all citizens. At Publicis Sapient, we enable public sector leaders to reimagine and modernize citizen services and emergency programs by harnessing the power of Salesforce Experience Cloud and conversational engagement platforms like WhatsApp. Our approach is rooted in experience-led design, rapid MVP delivery, and the creation of unified digital platforms that drive measurable impact.
Experience-led transformation goes beyond technology implementation. It starts with a deep understanding of the needs of citizens, employees, and partners. By focusing on the human side of digital change, we help public sector organizations:
Our proven process begins with collaborative workshops to map current and future state experiences, identify value pools—clusters of experience gaps and opportunities—and prioritize them by business value. This ensures that every digital initiative is aligned with clear goals and delivers tangible benefits to both the organization and the communities it serves.
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 mobility options. Publicis Sapient partnered with LA Metro to create TAPforce, a unified platform built on Salesforce Commerce Cloud. TAPforce enables users to manage transit payments across 26 systems, register and reload cards, and access promotions from any device. The platform also supports digital wallets and integration with microtransit, scooters, ride-hailing, parking, and electric vehicle charging.
Business Impact:
During the COVID-19 pandemic, a state government faced the urgent task of distributing emergency rental assistance 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. Residents could apply online or via call center, track their status, and receive automated notifications—all through a single, unified platform.
Business Impact:
Today’s citizens expect real-time, personalized interactions—whether they’re seeking information, applying for benefits, or accessing emergency support. By integrating Salesforce with conversational platforms like WhatsApp, public sector organizations can:
The WhatsApp for Salesforce Accelerator, developed by Publicis Sapient, enables rapid deployment of conversational messaging at scale. Pre-built integrations and AI-driven chatbots allow agencies to launch branded, secure channels in weeks, not months—delivering immediate value to both staff and citizens.
With 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 for the public sector. Our agile, data-driven approach ensures that every initiative is aligned with regulatory requirements, organizational goals, and the evolving needs of citizens.
Ready to put experience at the heart of your public sector transformation? Connect with Publicis Sapient to start your journey toward higher adoption, faster ROI, and lasting impact for your agency and the communities you serve.