Ageing legacy systems
Case and licensing systems that are expensive to change, hard to integrate and increasingly difficult to support.
Salesforce Public Sector Solutions
Salesforce for modern public services
Born Digital Solutions helps government organisations use Salesforce Public Sector Solutions to modernise service delivery, case management, regulatory processes, licensing, approvals and citizen-facing services.
- Salesforce Official Service Partner
- Salesforce Government Certified Reseller
The business problem
What this solves
The pressures are familiar to most agencies: ageing systems, fragmented delivery and rising expectations, inside firm regulatory and audit obligations.
Fragmented service delivery
Applications, complaints and requests handled across email, spreadsheets and disconnected systems with no single view.
Manual, high-effort processes
Complex workflows that depend on re-keying, paper forms and individual knowledge.
Citizen and regulatory expectations
Accessible digital services, auditability and integration with existing government systems are baseline requirements, not extras.
What we deliver
What we deliver on Public Sector Solutions
Case management
Regulatory, compliance and investigation cases with defined stages, ownership and service levels.
Licensing, permits and approvals
Application, assessment, decision and renewal processes modelled on the legislation behind them.
Grants management
Program setup, applications, assessment, funding agreements and acquittal.
Citizen portals and digital forms
Experience Cloud portals and OmniStudio forms for lodgement, tracking and self-service.
Service requests and complaints
Intake, triage, routing and resolution with document generation and notifications.
Workflow automation and integration
Automation across the process and integration with records, identity, payment and legacy systems.
Salesforce technology
Salesforce capabilities we use in public sector work
Implementation
Delivery considerations in government
Accessibility
WCAG 2.2 AA applied to portals, forms and agent interfaces, tested with assistive technology.
Information management
Records, retention and disposal obligations designed into the data model and integrations.
Security and data governance
Identity, field-level security, sharing and audit configured to agency policy and hosting requirements.
Probity and procurement
Licensing and procurement handled through BD-S as a Salesforce Government Certified Reseller.
Integration
Public sector implementations rarely stand alone. BD-S integrates Salesforce with records systems, identity services, payment gateways, GIS and legacy line-of-business applications using MuleSoft and APIs, so case and licensing data flows without re-keying.
Governance and security
Governance and security
- Sharing model, roles and field-level security mapped to agency policy
- Audit trail, field history and retention configured for records obligations
- Release governance with change approval, testing and rollback
- Accessibility and security testing before every public release
Ongoing support
After go-live
Agencies rarely finish with go-live. BD-S provides Salesforce managed services covering administration, releases, enhancements and integration support so the platform keeps pace with policy and program change.
Salesforce Managed ServicesHow we work
Delivery model
- Step 1: Discover
- Step 2: Design
- Step 3: Build
- Step 4: Integrate
- Step 5: Launch
- Step 6: Support
Use cases
Typical programs
- Regulatory case management and investigations
- Licensing and permit lifecycle
- Grants and funding programs
- Citizen service requests and complaints
- Digital forms modernisation
Related Salesforce capabilities
Talk to our Public Sector Salesforce team
Tell us about the service, program or regulatory process you need to modernise and we will suggest a practical first step.