In today’s rapidly evolving world, the imperative for justice systems to deliver fair, timely, and equitable representation has never been greater. Yet, for decades, public defense offices across the United States have been hampered by outdated, fragmented systems—making it difficult for attorneys to access critical information, advocate effectively, and provide holistic support to those who need it most. At Publicis Sapient, we believe that digital transformation is not just a technological upgrade—it is a catalyst for profound human change, ensuring that no one falls through the cracks of the justice system.
The Los Angeles County Public Defender’s Office (LACPDO), the largest and oldest in the nation, faced a daunting reality: over 100,000 cases a year managed through more than 26 disconnected legacy systems and millions of paper records. Attorneys, each juggling 40-60 cases at any given time, were forced to spend precious hours trawling through manila folders and chasing paperwork. The stakes were high—delays or missing information could mean the difference between freedom and incarceration, hope and hardship.
In partnership with Publicis Sapient, the LACPDO embarked on a transformative journey to modernize its operations. The result: a cloud-based Case and Client Management System (CCMS) built on the Salesforce platform. This intuitive, centralized system:
The impact was immediate and profound. Attorneys could now access client information instantly—often before proceedings began—allowing for more thorough preparation and more effective advocacy. The CCMS empowered a shift from a case-centric to a people-centric approach, supporting holistic representation and alternatives to incarceration.
“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.”
— Ricardo Garcia, LA County Public Defender
By automating workflows and centralizing data, the CCMS has dramatically reduced administrative burdens. Attorneys and staff now spend less time on paperwork and more time supporting clients—linking them with social workers, making mental health referrals, and collaborating with other county departments. This holistic approach not only improves legal outcomes but also addresses the root causes that often lead to repeated contact with the justice system.
“A new culture has been created within this renowned institution. One in which time can be spent on what really matters – the people in need – rather than trawling manila folders and chasing paperwork.”
The power of the new CCMS extends beyond individual cases. With real-time dashboards, custom reports, and advanced analytics, management can now:
“Prior to working with Publicis Sapient, we had no reliable way of viewing key workload metrics across our various locations and divisions. Now management can use custom screens, reports and dashboards in real-time, empowering them to better allocate staff and resources. It’s made a huge difference to everyone – and our bottom line.”
— Mohammed Al Rawi, Chief Information Officer, LA Public Defender’s Office
The success of the LACPDO’s digital transformation is not an isolated story. The same principles—centralized data, cloud-based access, workflow automation, and a relentless focus on the individual—have driven impact in other critical public sector domains. For example, during the COVID-19 pandemic, Publicis Sapient partnered with agencies in North Carolina to deliver $75 million in emergency rental assistance, keeping more than 11,000 families in their homes through a streamlined, accessible digital portal. These solutions demonstrate how technology, when designed for people, can deliver hope, equity, and resilience at scale.
The digital transformation of public defense is about more than efficiency—it’s about restoring dignity, advancing equity, and ensuring that every person receives the representation they deserve. 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 justice and equity.
Contact Publicis Sapient today to start your journey toward digital transformation for social good.