Digital transformation is revolutionizing the way public sector agencies deliver essential services, moving beyond traditional silos to create holistic, people-centric solutions that drive equity, efficiency, and real-world impact. The transformation of the Los Angeles County Public Defender’s Office (LACPDO) stands as a landmark achievement in modernizing justice, but the same digital-first principles are now powering breakthroughs in housing, healthcare, and social services across the country.
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 fragmentation 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:
The impact was immediate and profound. Attorneys could 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, noted: “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.”
The same digital-first, people-centric 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:
This digital solution not only delivered critical aid quickly but also ensured that no one fell through the cracks. 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.”
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. Publicis Sapient’s work with the Health Resources and Services Administration (HRSA) is a prime example. In rural Georgia, where access to healthcare is a daily challenge, Publicis Sapient helped modernize HRSA’s digital platform, replacing a 35-year-old mainframe system. The new system:
The impact is brought to life in the documentary “Doc Albany,” which follows doctors serving rural communities and highlights how digital transformation can bridge the gap in healthcare access. As Dr. Jim Hotz, founder of Albany Area Primary Health Care, explains, “Our community health center is owned by our patients. That’s a rare and powerful model in today’s healthcare system. We focus on what truly matters, not just on what’s most profitable.”
Across justice, housing, and healthcare, three core principles underpin these digital transformations:
These principles not only drive operational efficiency but also ensure that services are delivered with empathy, dignity, and respect for all.
“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
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.