Service Cloud and Experience Cloud citizen portal for a public sector services agency.
Salesforce Consultant & Business Analyst · Public-sector modernization initiative
Challenge
Citizens faced long wait times and opaque case status for licensing and permit requests handled through email and legacy ticketing tools.
Solution
Deployed Service Cloud with Experience Cloud citizen portal: online intake forms, automated case assignment by jurisdiction, SLA milestones, knowledge articles, and supervisor dashboards for backlog management.
A public sector agency processed licensing and permit requests through email queues — citizens had no visibility into status and staff spent hours on duplicate inquiries.
I implemented a branded Experience Cloud portal with guided intake, automated routing by region and request type, and knowledge articles for common questions.
SLA milestones, escalation rules, and supervisor dashboards gave managers the tools to rebalance workloads before backlogs affected constituent satisfaction.
Results
60% of inquiries shifted to self-service, average response times cut in half, and leadership gained real-time visibility into service backlogs.
- 60% of inquiries resolved via self-service channels
- 50% reduction in average first-response time
- Real-time leadership visibility into service backlogs
- Higher constituent satisfaction on digital channels
Key Deliverables
- Experience Cloud citizen portal with guided intake
- Automated case assignment and SLA milestone configuration
- Knowledge base for common licensing and permit topics
- Supervisor dashboards for backlog and SLA monitoring
- Staff enablement and change-management workshops
Technologies Used
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