Across the globe, public sector leaders are grappling with the urgent need to modernize justice systems that have long relied on fragmented, paper-based processes. The digital transformation of the Los Angeles County Public Defender’s Office (LACPDO)—the largest and oldest in the United States—offers a compelling blueprint for how technology can drive not just operational efficiency, but also equity, dignity, and real human impact. The journey of LACPDO, brought to life in the acclaimed documentary “Forgiving Johnny,” demonstrates how a people-centric digital approach can fundamentally reshape public defense and inspire similar change in other large urban justice systems.
For decades, public defenders in Los Angeles managed over 100,000 cases annually using more than 26 disconnected legacy systems and millions of paper records. Attorneys, each juggling 40–60 cases at any given time, spent countless hours searching for information—time that could have been spent advocating for clients. The stakes were high: delays or missing data could mean the difference between freedom and incarceration, hope and hardship. This scenario is not unique to Los Angeles; it is echoed in urban justice systems worldwide, where outdated processes risk lives and livelihoods.
In partnership with Publicis Sapient, LACPDO implemented a cloud-based Case and Client Management System (CCMS) that reimagined every aspect of public defense. The CCMS:
This transformation empowered attorneys to receive client information instantly—often before proceedings began—allowing for more thorough preparation and more effective advocacy. The shift from a case-centric to a people-centric approach supported holistic representation, including diversion and treatment options as alternatives to incarceration.
The impact of digital modernization is best illustrated through the story of Johnny, a man with developmental disabilities facing a lengthy prison sentence. His public defender, Noah Cox, was able to quickly access the documentation needed to advocate for diversion and treatment rather than incarceration. The CCMS made it possible to secure a more just and humane outcome, changing the trajectory of Johnny’s life and reuniting his family. As Ricardo Garcia, LA County Public Defender, notes: “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 challenges faced by LACPDO—high caseloads, fragmented data, and the need for holistic support—are common in justice systems worldwide. The adaptability of the CCMS solution lies in its core principles:
These principles are not limited to justice. They have driven impact in emergency rental assistance programs, healthcare access, and government services across the United States. For example, during the COVID-19 pandemic, a similar digital-first approach enabled North Carolina agencies to deliver $75 million in emergency rental assistance, keeping more than 11,000 families in their homes through a streamlined, accessible digital portal.
Legal professionals, technologists, and policy makers agree: digital transformation is not just about efficiency—it’s about equity. Ricardo Garcia emphasizes the cultural shift: “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.” Mohammed Al Rawi, Chief Information Officer at LACPDO, adds: “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.”
Lori James-Townes, Executive Director at the National Association for Public Defense, underscores the broader significance: “We’re committed to improving the quality and delivery of public defense services, which includes helping public defenders leverage technology to be more effective in how they defend their clients.”
For jurisdictions considering similar transformations, the LACPDO experience offers several actionable insights:
The digital transformation of the Los Angeles County Public Defender’s Office is more than a local success story—it is a model for how large, complex justice systems can modernize for the benefit of all. By embracing centralized data, workflow automation, and a relentless focus on people, public sector leaders can drive equity, efficiency, and hope in their communities. The lessons from Los Angeles are clear: with the right digital tools and a commitment to holistic, people-centered outcomes, justice systems everywhere can deliver better, fairer, and more humane results.
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.