The digital transformation of public services is no longer a distant vision—it’s a present-day imperative. As citizens’ expectations for seamless, personalized, and accessible services rise, public sector agencies are reimagining how they deliver value. The success of LA Metro’s TAPforce platform, which revolutionized transit access through account-based digital engagement, loyalty programs, and third-party integrations, offers a powerful blueprint for broader public sector innovation. At Publicis Sapient, we see the potential for these principles and technologies to drive holistic, citizen-centric experiences across domains such as housing assistance, legal services, and city service portals.
LA Metro’s TAPforce platform exemplifies the shift from transactional, card-based fare systems to dynamic, account-based digital platforms. By leveraging Salesforce Community and Commerce solutions, TAPforce enables:
This approach has not only increased ridership and operational efficiency but also set a new standard for equity and customer service in public transportation. The underlying technology—scalable, flexible, and user-centric—can be adapted to a wide range of public sector challenges.
When the COVID-19 pandemic threatened housing stability for thousands, a state government partnered with Publicis Sapient to launch a digital Housing and Utility Assistance Solution. Built on Salesforce, this platform:
The result: over 40,000 residents applied in the initial period, with processing running seven days a week and 130 new jobs created to meet demand. The state was able to keep people safely in their homes, demonstrating the power of digital platforms to deliver on the public good.
The Los Angeles County Public Defender’s Office, the largest in the nation, faced the challenge of managing over 26 disconnected legacy systems and millions of paper records. In partnership with Publicis Sapient, the office implemented a modern Case and Client Management System (CCMS) on Salesforce, which:
Attorneys now spend less time on paperwork and more time supporting clients, including making mental health referrals based on new data insights. The office has accelerated case processing, improved efficiency, and reduced costs—helping to break cycles of reincarceration and deliver holistic support to the community.
In Nashville, the lack of a standardized way for residents to report issues or communicate with local representatives led to inefficiencies and frustration. Publicis Sapient partnered with Metro Nashville Davidson County to build hubNashville, a 311 communication center and multipurpose portal. Residents can now:
With over a million incident submissions, hubNashville has transformed how the city addresses resident concerns, boosts satisfaction, and coordinates responses to both daily issues and major events.
The success of these initiatives reveals a set of core principles for public sector digital transformation:
Publicis Sapient’s cross-domain expertise demonstrates that the technologies and strategies behind TAPforce are not limited to transit—they are the foundation for the next generation of public sector services. By adopting a product mindset, prioritizing ongoing innovation, and focusing relentlessly on the citizen experience, agencies can:
The future of public service is digital, connected, and citizen-centric. Agencies that embrace this blueprint will not only meet today’s challenges but set new standards for impact, equity, and excellence.
Ready to reimagine your agency’s digital journey? Let’s connect and explore how account-based digital platforms can help you deliver exceptional, integrated public sector services.