CASE STUDY

State Agency: Salesforce Service Cloud for Citizen Service Portal

A state agency built a unified citizen-service portal on Salesforce Service Cloud + Public Sector Solutions. 60% of inquiries now self-served.

May 9, 2026 · 2 min read · By admin

At a glance

Industry: Public Sector
Topics: Salesforce · Service Cloud
Published: May 2026
Headline outcome: 60% Self-service rate: 60% of inquiries

Measured outcomes

What this programme actually delivered.

60%

Self-service rate: 60% of inquiries

+28

Citizen NPS on agency interactions: +28 points

47%

Department staff time on routine inquiries: down 47%

The challenge

A state agency’s 12 departments each ran citizen-facing services with different portals, login systems, and SLAs. Citizens often needed multiple departments and re-explained themselves at every touchpoint.

What we built

Unified citizen portal on Salesforce Service Cloud + Public Sector Solutions. Single citizen identity; cross-department case routing; self-service knowledge base; accessibility-compliant UX.

Outcomes

Self-service rate: 60% of inquiries
Cross-department case handoff: automated
Citizen NPS on agency interactions: +28 points
Department staff time on routine inquiries: down 47%

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State Agency: Salesforce Service Cloud for Citizen Service Portal

What this programme actually delivered.

The challenge

What we built

Outcomes

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