Beyond Justice: Digital Transformation for Social Impact in Public Services
Reimagining Public Services for Holistic, People-Centered Outcomes
At Publicis Sapient, we believe that technology is not just a tool for efficiency—it is a catalyst for profound human change. Our work in digitally transforming the Los Angeles County Public Defender’s Office (LACPDO) has shown how the right digital solutions can deliver justice that is faster, fairer, and more humane. But the principles and technologies that drove this transformation are not limited to the justice system. They are equally powerful in other public sector domains—housing, healthcare, and social services—where the stakes are just as high and the need for people-centered outcomes is just as urgent.
From Justice to Social Impact: The Power of Digital Platforms
The LA Public Defender’s Office: A Blueprint for Change
The LACPDO, the largest public defender’s office in the United States, faced a daunting challenge: over 100,000 cases a year, managed through more than 26 disconnected legacy systems and millions of paper records. This fragmented approach risked lives and livelihoods, as critical information could be lost or delayed. In partnership with Publicis Sapient, the office implemented a cloud-based Case and Client Management System (CCMS) that:
- Migrated and enriched 160 million court case records
- Digitized over 10 million paper-based records
- Enabled 1,200 staff across 32 offices to access and manage cases in real time
- Provided advanced analytics to inform policy and resource allocation
The impact was immediate and profound. Attorneys could now 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.”
Preventing People from Falling Through the Cracks: The North Carolina Rental Assistance Program
The same digital-first mindset transformed the delivery of emergency rental assistance in North Carolina during the COVID-19 pandemic. When thousands of families faced job loss and potential homelessness, existing systems could not handle the surge in applications. Publicis Sapient partnered with DreamKey Partners and Housing Collaborative to build a cloud-based portal that allowed people to apply for assistance from any device, anywhere. The results:
- $75 million in rent relief awarded in a single fiscal year
- Over 11,000 families kept in their homes
- A streamlined, seven-page digital application accessible 24/7
- Real-time data access for staff, enabling faster, more accurate decisions
As Erin Barbee, DreamKey Chief Strategy Officer, shared: “The feedback we’ve gotten is, ‘Thank you, this is working.’ And that makes it all worth it. I can now focus on the customer experience, quality control, and strategic planning.”
Extending the Impact: Healthcare and Social Services
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 meeting with patients, caregivers, and providers, we created a unified, accessible digital experience that:
- Simplifies access to treatment information
- Integrates financial support tools to help patients determine eligibility for assistance
- Empowers patients and caregivers to make informed decisions
One oncology patient described the new financial application as “the easiest that I have seen anywhere.”
Impact Metrics: Real Results, Real Lives Changed
- LA Public Defender’s Office:
- 160M+ court records digitized and accessible
- 1,200 staff empowered across 32 offices
- 200,000+ court cases managed via the new system
- Mental health referrals and holistic support now possible through data analytics
- North Carolina Rental Assistance:
- $75M in rent relief distributed in one year
- 11,000+ families prevented from experiencing homelessness
- Healthcare Transformation:
- Streamlined access to affordable treatment for thousands of patients
- Consistent, accessible digital experiences across multiple conditions and therapies
Voices of Impact
“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
“Something about the way this site is set up makes me feel that they are not just trying to sell me a drug.”
— Cystic Fibrosis Caregiver
A Call to Action: Reimagine Your Service Delivery
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.