In an era where citizens expect seamless, transparent, and responsive public services, government agencies and public sector organizations are under increasing pressure to modernize. Salesforce, the world’s leading CRM platform, is at the forefront of this transformation—enabling state governments, public safety agencies, and legal services to streamline operations, improve transparency, and deliver people-first experiences at scale.
Public sector organizations face unique challenges: legacy systems, siloed data, manual processes, and the urgent need to serve diverse populations efficiently. The COVID-19 pandemic, for example, exposed the critical need for rapid, digital-first solutions to support residents in crisis. At the same time, agencies like public safety departments and public defenders’ offices are tasked with managing complex workflows, sensitive data, and high volumes of cases—all while maintaining public trust and accountability.
Salesforce’s cloud-based, highly configurable platform is uniquely suited to address these challenges. By centralizing data, automating workflows, and enabling secure, omnichannel engagement, Salesforce empowers public sector organizations to respond faster, operate more efficiently, and put people at the center of every interaction.
When the pandemic threatened the housing stability of thousands, one state government needed to distribute hundreds of millions of dollars in emergency rental and utility assistance—fast. Leveraging Salesforce, Publicis Sapient built a Housing and Utility Assistance Solution that consolidated applications from tens of thousands of residents into a single, secure platform. The solution enabled:
The results were transformative: over 40,000 residents applied in the initial period, with processing running seven days a week and 130 new jobs created to meet demand. Most importantly, the state was able to keep people safely in their homes during a time of crisis—demonstrating the power of digital solutions to deliver on the public good.
The Los Angeles County Public Defender’s Office, the largest in the nation, faced a daunting challenge: over 26 disconnected legacy systems, millions of paper records, and a growing volume of complex digital evidence. In partnership with Publicis Sapient, the office implemented a modern Case and Client Management System (CCMS) on Salesforce. This new platform:
The impact has been profound. 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.
Recruiting and retaining top talent in public safety is more competitive than ever. Salesforce enables agencies to market opportunities, manage applicants, and streamline hiring through a unified digital platform. Features include:
By digitizing the recruitment lifecycle, public safety agencies can attract the best candidates, reduce administrative burden, and ensure a transparent, equitable process for all applicants.
Salesforce’s flexibility and scalability make it the platform of choice for public sector transformation. Key benefits include:
At Publicis Sapient, we help public sector organizations maximize their Salesforce investment with end-to-end support—from strategy and design to implementation and ongoing optimization. Our deep experience across government, legal, and public safety sectors ensures solutions are tailored to each agency’s unique mission and challenges.
The future of public service is digital, connected, and citizen-centric. With Salesforce, public sector organizations are not just keeping pace—they’re setting new standards for operational excellence, transparency, and community impact.
Ready to transform your agency’s digital journey? Let’s connect and explore how Salesforce can help you deliver the next generation of public sector services.