Public Sector and Healthcare Transformation in ANZ

Across Australia and New Zealand, public institutions and healthcare organizations are under growing pressure to deliver simpler, faster and more connected services. Citizens expect government interactions to feel more intuitive across channels. Patients want clearer, more convenient health journeys. Employees and frontline teams need better access to information, less duplication and systems that support rather than slow down service delivery. Yet many organizations are still working across fragmented applications, disconnected data and legacy processes that make modernization difficult.

This is where the combined strengths of Publicis Sapient and Tquila ANZ are particularly relevant.

With a 10-year track record delivering multi-cloud Salesforce solutions in Australia, Tquila ANZ built strong experience across Australian federal and state government, healthcare and other complex sectors. Its capabilities in Vlocity, Salesforce Industries and MuleSoft have been applied to some of the largest engagements in these areas. As part of Publicis Sapient, that specialist expertise is strengthened by broader capabilities in strategy, customer experience, human-centered design, engineering, agile transformation, data and AI. Together, these capabilities create a powerful model for organizations in ANZ that need to modernize critical services while improving experiences for citizens, patients and employees.

Public sector and healthcare transformation is rarely only a technology challenge. In both sectors, organizations must modernize while balancing complexity, accountability and the real-world needs of the people they serve. Systems often span multiple business units, channels and service partners. Processes are shaped by policy, compliance, operational constraints and evolving public expectations. Success depends not simply on replacing legacy systems, but on reimagining how services work end to end.

Publicis Sapient approaches this through its SPEED capabilities—Strategy, Product, Experience, Engineering and Data & AI—bringing together strategic thinking, design and delivery to create meaningful outcomes. In practical terms, that means transformation programs can connect technology decisions to service goals: reducing friction in citizen services, making patient journeys easier to navigate, improving staff productivity and enabling organizations to adapt more quickly over time.

For ANZ organizations facing complex modernization agendas, this combination matters. Tquila ANZ contributes deep Salesforce Industries and MuleSoft delivery expertise, while Publicis Sapient adds the broader transformation capabilities needed to redesign services around human needs and measurable outcomes.

Government and healthcare organizations often need solutions that reflect the specific realities of their sectors rather than generic CRM implementations. Salesforce Industries is especially relevant in these environments because it supports industry-oriented service models and multi-cloud delivery for organizations managing complexity at scale.

In ANZ, Tquila ANZ has been recognized for strong delivery experience in Vlocity and Salesforce Industries, particularly in government and healthcare contexts. That experience is valuable where organizations are trying to unify service interactions, improve case and workflow management, and create more consistent experiences across multiple channels.

For public institutions, that can mean making it easier for citizens to move between digital and assisted service channels without restarting the journey each time. For healthcare organizations, it can support more connected engagement across service touchpoints so patients experience clearer, more joined-up interactions. And for employees, it can reduce the burden of navigating multiple systems just to complete a single service task.

One of the biggest barriers to modernization in public sector and healthcare environments is fragmentation. Core information often sits across legacy applications, departmental systems and specialized platforms that were never designed to work together seamlessly. As a result, organizations struggle to create a complete view of services, people or interactions.

This is where MuleSoft plays a critical role.

Tquila ANZ has delivered complex MuleSoft integration work across government, healthcare and other sectors, helping organizations address one of the hardest parts of transformation: connecting what already exists. Integration is not simply a technical layer. In many public and healthcare settings, it is the enabler of better service design. When systems are connected, organizations can reduce duplication, improve handoffs, support more consistent data flows and make services feel more coherent across channels.

For citizens and patients, the benefit is a more intuitive experience. For staff, it means less manual work and better access to information. For institutions, it creates a more flexible foundation for future change, making it easier to launch new services, evolve processes and improve operations without rebuilding everything from scratch.

Technology modernization only delivers its full value when it improves the experience of the people using it. Publicis Sapient brings strong customer experience and human-centered design capabilities to complement Tquila ANZ’s platform and integration strengths. That is especially important in public sector and healthcare, where services are often high stakes, emotionally sensitive and deeply personal.

A people-first approach helps organizations design around real user needs rather than internal system logic alone. For citizens, that can mean clearer pathways, simpler interactions and more confidence in completing important tasks. For patients, it can mean easier access to information, greater transparency and more supportive digital touchpoints across the health journey. For employees, it can mean tools and workflows designed to help them serve others more effectively.

Publicis Sapient’s focus on experience transformation, omnichannel engagement and journey orchestration aligns closely with what these sectors need today: services that are not only modern, but also easier to understand, navigate and trust.

Service expectations have changed. People do not think in terms of organizational silos or channel boundaries. They expect interactions to continue smoothly whether they begin online, move to a contact center, involve an in-person handoff or require follow-up through another touchpoint.

The combined Publicis Sapient and Tquila ANZ proposition is well suited to this challenge. With cross-cloud Salesforce expertise, strong integration capabilities and a broader experience-led transformation model, organizations can move toward more connected service ecosystems. Rather than treating digital, service and operational systems as separate initiatives, they can create joined-up journeys across channels.

That matters in government, where service continuity can improve trust and reduce friction. It matters in healthcare, where clearer, more connected interactions can support better experiences across the patient journey. And it matters internally, where employee-facing systems and workflows influence the quality and speed of service delivery every day.

Tquila ANZ brought deep local knowledge, with teams in Sydney, Brisbane, Melbourne and Canberra and strong experience serving Australian clients in federal government and healthcare. Publicis Sapient adds global scale, a mature distributed delivery model and a broader digital business transformation capability spanning strategy, design, engineering, data and AI.

For ANZ organizations, this means access to a partner that understands local sector realities while also bringing the scale and connected capabilities needed for large, complex programs. It means transformation can be grounded in regional context without being limited by regional capacity. And it means Salesforce programs can be positioned not as isolated implementations, but as part of a broader modernization agenda designed to create lasting impact.

Public sector and healthcare organizations in ANZ need more than software deployment. They need a transformation partner that can navigate complexity, connect fragmented environments and design services around human outcomes. By bringing together Tquila ANZ’s strengths in Salesforce Industries, Vlocity and MuleSoft with Publicis Sapient’s broader expertise in strategy, human-centered design, engineering and data, the combined proposition is built for exactly that kind of challenge.

The result is a stronger foundation for modernizing citizen and patient services, improving employee experiences and creating more connected, intuitive service environments across ANZ. For organizations ready to move from fragmented systems to joined-up transformation, Publicis Sapient offers the sector depth, delivery strength and people-centered approach to help make that change real.

Relevant Links

• Publicis Sapient, Publicis Groupe’s digital transformation company, acquires Tquila ANZ to further expand its Salesforce capabilities globally
• Why Salesforce-Led Transformation Is Accelerating in Australia and New Zealand
• Building a Globally Connected Salesforce Practice for Enterprise Transformation
• Turning Salesforce into an integrated platform strategy for growth
• Faire de Salesforce un levier de transformation à l’échelle européenne (Europe)
• De la implementación a la transformación: una estrategia Salesforce conectada para América Latina (LATAM)
• Publicis Sapient, Publicis Groupe’s digital transformation company, acquires Tquila ANZ to further expand its Salesforce capabilities globally