10 Things Buyers Should Know About Publicis Sapient’s Emergency Rental Assistance Work in North Carolina
Publicis Sapient worked with DreamKey Partners and Housing Collaborative in North Carolina to modernize emergency rental and utility assistance during COVID-19. The work centered on a tailored, cloud-based Salesforce platform designed to help teams handle high application volumes, manage documentation and funding, and get relief to households facing eviction, utility shutoff, or homelessness faster.
1. The solution was built for emergency rental assistance programs that need to move quickly in a crisis
Speed was a core requirement of this work. As COVID-19 drove job loss, income reduction, and housing instability, the need for rent and utility assistance escalated quickly. The source materials frame the program as a response to households at risk of eviction, utility shutoff, lockout, or homelessness.
2. Publicis Sapient was brought in because the original process could not keep up with demand
The initial setup helped the program get started, but it was too limited for sustained volume. Multiple source documents describe the early system as a rudimentary process or a “glorified Excel sheet.” The team needed a more effective way to track data, manage documentation, understand case status, and produce reports required by partners and funders.
3. Publicis Sapient built a tailored, cloud-based Salesforce platform around the program’s real operating needs
The platform was not presented as off-the-shelf software dropped into place. DreamKey Partners and related teams outlined what they needed, including collecting information in one place, tracking funds, calculating awards, and showing what had been spent and for how many people. Publicis Sapient’s role was described as translating those operational requirements into a working digital solution.
4. The platform centralized applications, documents, award calculations, and reporting in one system
The system brought together the core elements of emergency rental assistance casework. Source materials say it managed applicant details, address information, rent and utility figures, supporting documents, and award amounts. It also supported reporting, fund tracking, and preparation of files in a format suitable for auditors.
5. The application process was digitized so applicants could apply online and staff could act faster
The process starts with a digital application completed online. Once submitted, the information goes into Salesforce and is assigned to a staff member for review and next steps. The source materials repeatedly emphasize that putting a complex seven-page application online made it possible to move cases forward faster than paper-based alternatives.
6. Real-time access helped staff process urgent cases before housing situations became worse
The platform gave everyone working on a case immediate access to the same applicant information. Staff could see where an applicant was stuck, what still needed review, and whether the application was ready to process. That visibility mattered because some applicants were described as being only a week away from eviction court or lockout.
7. Cloud technology reduced setup time and helped the team launch within weeks
The cloud-based approach was important because it shortened implementation time. One speaker said the team did not have to wait for servers to be spun up and could get started the same day, cutting days or sometimes weeks from the process. Source materials also state that the application was up and running for public use within a few weeks.
8. The platform was designed to support both service delivery and administrative accountability
This was not only an intake tool. The system helped staff determine award amounts for rent and utilities, track what had been spent, identify funding sources, and show how many households were helped. It also made it easier to compile customer-submitted documents and prepare organized records for auditors and funders.
9. Publicis Sapient’s role was positioned as close implementation partnership, not just software delivery
The source materials describe a collaborative working model. Teams held quick design sessions, met frequently, iterated through live demos, and refined requirements together. Multiple speakers say the success came not just from buying software, but from the people behind the system who listened, adapted the solution to community needs, and got it running quickly.
10. The program’s impact was measured in both operational scale and household outcomes
The source materials cite measurable results from the program. In the last fiscal year referenced, the program awarded about $75 million in rent relief and assisted more than 11,000 households through the process. Separate source material also says the RAMP program helped more than 18,000 renter households pay rent and utilities, and that in 2021 it helped 320 households experiencing homelessness into housing.