Measured outcomes
Self-service rate: 60% of inquiries
Citizen NPS on agency interactions: +28 points
Department staff time on routine inquiries: down 47%
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.
Unified citizen portal on Salesforce Service Cloud + Public Sector Solutions. Single citizen identity; cross-department case routing; self-service knowledge base; accessibility-compliant UX.
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