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Powering intelligent
digital journeys

Government

Governments today face the same pressures as the private sector to serve their citizens quickly and accurately, while also managing costs and resources effectively.

However, the limitations of traditional government technology architecture make delivering the digital experience expected today challenging. The increased expectations placed on the public sector by both citizens and businesses are inherently intertwined with society’s ever-increasing connectivity. But governments can meet the demands of the public and manage their own resources more effectively by harnessing digitization and automation. The digitization of public services and records presents governments with the opportunity to cut costs while improving speed, accuracy and the user experience.

The Salesforce-native CloudSense Platform provides public sector organizations with a comprehensive 360-degree view of all their records, data and relationships, enabling them to provide a fast, accurate and cost effective service. The workload of managing cases, licenses and citizens is reduced through automation and the provision of self-service for users. By delivering an omnichannel, always-on service, with full audit trail, governments also increase engagement with users and provide an exceptional service.

Case management

Create joined-up, personalized services and journeys

The CloudSense Platform delivers a 360-degree view of each case, across every channel. Centralize information to provide public sector caseworkers with access to relevant materials and details – enabling them to deliver joined-up personalized public services, whether that’s in education and child protection or community and justice. Give caseworkers access to all the information they need, whether on or offline. Case details updated in the field are accessible in real-time in the centralized database, eliminating delays in time critical cases. Rules-based personalization and needs analysis ensures caseworkers always recommend relevant services. Automated workflow processes create jeopardy and milestone workflows to ensure individual cases aren’t overlooked.

Key features

 

  • 100% Salesforce native
  • Centralize information to provide a 360-degree view of every case
  • Next best action & needs analysis delivers intelligent personalized service recommendations
  • Never miss case critical warning signs with jeopardy management
  • Caseworkers can work on and offline
  • Omnichannel capabilities for public sector
  • Full audit trail

 

License management

Transformation through digital & process automation

Digitize and automate licensing processes to cut administration time while reducing errors and costs. Sell licenses seamlessly, with faster configuration, quotes and accurate pricing. Centralize your licenses on Salesforce to gain full visibility, ensuring you can manage and control complex licenses and subscriptions from conception through to renewal. Ensure licenses are complied with using tracked information and feedback and never miss another renewal using jeopardy management. Provide self-service online to increase engagement, reduce administrative tasks and deliver the agile experience expected.

Key features

  • 100% Salesforce-native license management
  • Digitized and automated license processes
  • Ensures compliance of complex licenses
  • Jeopardy management and tracked feedback
  • Self-service capabilities for public sector
  • Configure Price Quote (CPQ) & Order management
  • Contract Lifecycle Management

Take Salesforce further

Serve citizens better on Salesforce

The CloudSense Platform extends your Salesforce capabilities to ensure you make the most of your investment. Transfer the speed, accuracy and flexibility of commercial models for government use to provide a joined-up experience across channels. Centralize information to provide government workers with access to relevant materials and details. Automate manual processes to eliminate errors and configure complex cases. Real-time information ensures up-to-date information is always accessible and accurate.

Benefits

  • Manage all cases from Salesforce
  • Role-specific interfaces
  • Deliver seamless service changes
  • Real-time updates
  • Automating processes brings more resources
  • Private sector accuracy and efficiency for the public sector

Customer success story

NSW Department of Family and Community Services

The CloudSense Platform is used to create a catalog of services provided by different suppliers for the New South Wales Government. Caseworkers use the CloudSense software to create the right care services for a particular child and capture all the information needed. The platform then books the care service, sends out a work order, creates purchase requisitions and integrates into the financial systems to create the invoices to help caseworkers to work faster.

“To deliver ChildStory we have chosen to collaborate with technology partners who have demonstrated that they understood the challenge and had the right technology to support child protection in NSW.”

Lisa Alonso Love

Program Director

New South Wales Government

 

Read customer story