In an era where citizens expect the same seamless, accessible, and personalized experiences from government as they do from leading consumer brands, public sector organizations face a unique set of challenges—and opportunities. Modernizing citizen services is no longer just about digitizing forms or moving processes online. It’s about reimagining the entire citizen and employee journey, ensuring accessibility, compliance, and measurable social impact at scale. At Publicis Sapient, we help government agencies and public sector organizations achieve this transformation, leveraging the power of Salesforce to deliver rapid, resilient, and people-first digital services.
Public sector organizations operate in a complex environment, balancing the need for efficiency, transparency, and compliance with the imperative to serve diverse populations—often at massive scale. Legacy systems, siloed data, and manual processes can hinder the ability to respond quickly to citizen needs, especially during times of crisis or rapid change. Meanwhile, expectations for digital accessibility, mobile-first engagement, and real-time support continue to rise.
Experience transformation in the public sector means:
As a globally recognized leader in digital business transformation and a top-tier Salesforce partner, Publicis Sapient brings a unique blend of human-centered design, deep Salesforce expertise, and a proven track record in the public sector. Our approach goes beyond technology implementation—we co-create solutions with our clients, focusing on the real-world needs of citizens and public employees.
With over 10 million residents, Los Angeles County’s Metropolitan Transportation Authority (LA Metro) needed to modernize its transit payment system and improve the citizen experience. Publicis Sapient partnered with LA Metro to:
Impact:
When the COVID-19 pandemic struck, a U.S. state government faced the urgent challenge of distributing federal Emergency Rental Assistance (ERA) funds to tens of thousands of residents at risk of eviction or utility shutoff. Publicis Sapient delivered:
Impact:
Our Salesforce Experience Design methodology ensures that every transformation is:
With three decades of experience in digital transformation and a deep commitment to public sector innovation, Publicis Sapient is uniquely positioned to help government organizations modernize citizen services. Our SPEED capabilities—Strategy, Product, Experience, Engineering, and Data—ensure that every engagement is grounded in industry best practices, agile delivery, and a relentless focus on outcomes.
We don’t just implement Salesforce—we unlock its full potential to:
Public sector digital transformation is about more than technology—it’s about building trust, improving lives, and delivering on the promise of government for all. With Publicis Sapient and Salesforce, you can move beyond incremental change to achieve true experience transformation at scale.
Contact us to learn how we can help your organization modernize citizen services, accelerate impact, and create a more connected, resilient future for your community.
For more information, visit publicissapient.com.