How we replaced paper-based citizen applications with secure, self-service digital platforms.
Several government and municipal clients needed to move citizen-facing services off paper and email onto a secure, self-service platform that residents could use on any device.
Manual, paper-based service requests and applications
Limited visibility into case or application status
Inconsistent communication with residents
Growing demand for digital services
We built citizen self-service portals on Salesforce Experience Cloud and Public Sector Solutions, using OmniStudio-guided applications, automated fee calculation, secure payment processing, and case tracking dashboards.
Paper-based processes moved fully online.
Automated fee calculation with secure, integrated payments.
Guided, mobile-friendly digital services for residents.
The pipeline behind the citizen self-service platforms, from application to case resolution.
Registration & Application
OmniStudio-Guided Flow
Fee Calculation & Payment
Approval & Case Tracking
Built citizen self-service portals on Experience Cloud
Designed OmniStudio-guided application flows
Configured automated fee calculation and secure payment processing
Developed case tracking and workflow automation
Delivered responsive LWC components for mobile access
Supported production rollout across multiple municipal clients
A closer look at other Salesforce work across different platforms and industries.
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