Public sector organizations face the immense challenge of efficiently serving millions of citizens across diverse communities while managing complex operations and a vast workforce. Manual processes, cumbersome paperwork, and fragmented data silos hinder productivity and lead to citizen dissatisfaction.
Digital transformation is paramount to reducing this burden on the public sector. Salesforce is a leading customer relationship management (CRM) platform that empowers government agencies to modernize their operations and deliver exceptional citizen experiences.
Powerful CRMs like Salesforce can manage every application for permits, inspections, and other things and automate these complex tasks into simple ones. The recent Salesforce Spring '25 Updates brings a suite of enhancements specifically designed to streamline public sector workflows and improve efficiency in public services.
Public Sector Workflows
Whenever citizens need government service, they go to the relevant department online or offline, fill in forms, provide the necessary information, and then wait for their work to be done.
For government officials, there is a lot of paperwork involved, working with other departments, updates, and that too with many other applicants. Without digitization, it is a task to track the status of every application.
Governments are now moving to digital transformation, which involves everything from inspections to managing government payments and processes to online form filling. By totally moving away from paperwork, the public sector is reducing errors, streamlining procedures, and timely processing payments.
Automation in Public Sector Workflows
Workflow automation aligns public sector operations by automating repetitive tasks and processes, such as application processing, record keeping, progress tracking, and other key municipal activities.
Automation can easily be adopted in Salesforce; it streamlines all activities as the status is automatically updated by various officials involved in the process. No paperwork is moved across departments, and records are not to be updated manually. This reduces the overall hassle.
Enhanced Citizens Services
Unified Voice Routing
Citizens get prompt service with accurate assistance. Unified Voice Routing ensures calls are seamlessly directed to the right resource quickly and efficiently, reducing waiting times and enhancing service delivery. When a case is redirected to another resource, the work is automatically added to the next person's queue. With omnichannel routes, the call directly connects to the right person every time.
Efficient Omnistudio Salesforce Document Generation 2.0
The enhanced Omnistudio Document Generation 2.0 feature streamlines the creation of personalized documents for citizens such as permits, licenses, and official correspondence. The templates for each official document are kept in the system, where the information is extracted from the document. These are then converted into PDFs and sent to the requestee.
AI-powered Case overview
With the help of an AI-generated summary, caseworkers can get a comprehensive view of client interactions across departments for every case. This empowers them to quickly understand citizen needs, resolve issues efficiently, and deliver personalized service. Service agents greatly benefit from this feature, timely accessing updates and providing the right next steps to citizens to resolve their cases.
Enhanced Grant Management
Stage Management in Grantmaking
The grantmaking process can be complex and time-consuming. There is a lot to track from the pre-award phase to collecting applications, finalizing the award winners, and finally awarding grants.
Salesforce Spring’25 introduces features that automate evaluation and approval stages based on preset criteria. It is a much easier approach when you can automate every stage. Set certain criteria for approvals, and once these are met, the application can automatically move to the next stage, streamlining the process and ensuring timely decisions.
Improved grant Tracking and Reporting
The public sector has people to serve, as well as investors and donors, and it needs donations to keep the circle flowing. Now, in Salesforce, all the team managers can view how shared efforts contribute to opportunities. This analyzes sales forecasts and informs the team of the effort required to gain donations.
Sort Grant Takers By Various Columns
Once you’re serving enough grants, you want more data to justify grants and sort your data for the value of grants, in regions, and for reasons and more. Previously in Salesforce, you could sort only by one column, but now you can sort it by up to 5 columns, one after the other.
This makes data sorting a breeze and makes it easier to get the specific data you want.
Set Stages progress in forms
This is a great update for Citizen Service when they’re filling out online applications. This Salesforce Spring '25 Update enables the user to know the progress of their form to complete applications, and how many screens are left to submit the form. This visual just keeps the user engaged and patient.
Empowering Employees
Tailored personalized plans
For internal teams, Personalized Care Plans enable organizations to set up custom goals and support programs for each employee’s growth and well-being. This fosters employee engagement and a productive workforce and enhances the employee retention rate.
Set Permissions For Your Team Members
Not all team members need to have access to all data. You need to manage permissions so that only the investors can examine finances and spending, whereas the other staff just have access to less sensitive data.
Admins can set these permissions with just one click. Additionally, they’ll be able to set these permissions for every specific type of user, making access streamlined. With one click, all necessary permissions will be given with set groups rather than in stages.
Track your efforts and goals
Salesforce's new features allow you to track your team's progress toward a goal by defining completion criteria. You can select team records and set targets that will be automatically updated and notified once completed. This can be based on both qualitative and quantitative goals, offering a streamlined approach towards long-term growth.
Artificial Intelligence Salesforce Spring '25 Updates
Along with Salesforce getting spring updates, Salesforce's AI is also getting the following updates.
Add Quick Actions For Speeding Processes
If your organization uses AI agents to speed up their processes. Directly from the record panel, agents can have actions that can be triggered directly. Users from the quick action can trigger any response, like “summarizing open cases, contact details” and more. These AI-powered quick actions can be triggered at any instance.
Practice Sales pitches with the Sales coach
The Sales Coach feature provides valuable insights and guidance to sales teams, enabling them to refine their pitches, improve communication, and increase their success rates in securing funding and partnerships. What’s more, this new feature includes a role-play for every sales stage, fine-tuning their approach.
Faster And Personalized Responses With Data Library
AI agents can enable personalized and faster responses with agents getting access to company data and knowledge bases. Based on that, agents can provide personalized, reliable responses for every message the service or sales team receives.
Get an AI agent on the team
Agentforce offers AI agents for every task, now in Agentforce, SDR sales rep can handle entire process workflows. For instance, send initial and follow-up emails, respond to leads, answer questions, and even book meetings with the lead and the rep.
To Sum up,
Public sector organizations deal with various workflows in any given instance. Digital transformation with tools to streamline workflows is necessary to manage all these.
Salesforce CRM is a great tool used by Public sector organizations. With its new enhancements, it empowers organizations to modernize their operations, improve citizen services, and achieve their mission. These innovative features enhance efficiency, improve service delivery, enhance employee engagement, and streamline grant management.
To maximize the value of these Salesforce Spring '25 enhancements and successfully implement them within your organization, consider partnering with RT Dynamic. Our team of experienced Salesforce consultants possesses deep expertise in public-sector solutions and can guide you through the entire implementation process. From strategy and planning to customization and ongoing support, we help you leverage Salesforce's power to achieve your organizational goals.
Contact RT Dynamic today to learn more about how we can help you streamline your public sector workflows and transform citizen experiences.
