Put Public Sector Solutions to Work for You

Learning Objectives

After completing this unit, you’ll be able to:

• Explain the features of prebuilt apps.
  
• Explain Public Sector Solutions packages and plans.
  
• Explain how governments can use Public Sector Solutions to support social welfare and the economy.
  

Do More with Prebuilt Apps

In the previous unit, we looked at the various components of Public Sector Solutions and how they can streamline many traditionally paper-based and cumbersome processes. And we discovered the prebuilt apps of Public Sector Solutions. Each app includes different parts of the data model and leverages the various toolkit components to serve a different purpose.

• License and Permit Management: Publish dynamic forms on a public portal, where constituents can easily submit and track applications for individual and business licenses and permits. Review and approve applications using automated processes to ensure all critical actions and inspections are carried out.
  
• Inspection Management: Conduct and manage inspections and assessments for routine compliance, license and permit applications, and public complaints.
  
• Social Program Management: Provide timely assistance to individuals and families facing hardship with programs and goals. Assess complaints and referrals and perform investigations to better understand the situation. Intake and screen cases, and develop individualized, comprehensive care plans to help constituents reach positive outcomes.
  
• Benefit Management: Accelerate benefit assistance to individuals and families. Configure an online web page for your agency to help constituents find relevant benefits. Include a pre-screening form to help potential applicants find benefit programs they may be eligible for based on defined criteria. Create online application forms so that constituents can apply for benefits through the online portal, and provide visibility into application statuses, eligibility decisions, and disbursement amounts and frequencies.
  
• Provider Management: Manage networks of service providers and map them to the benefits that your agency manages for streamlined constituent referral. Set up schedules and sessions for each provider facility and track service delivery and constituent participation.
  
• Emergency Program Management: Quickly prioritize and mobilize resources during a crisis, and provide real-time updates, applications for emergency services, and volunteer resources on a public portal.
  
• Grants Program Management: Track, manage, and distribute grants with efficiency and visibility across the entire funding lifecycle, and enjoy greater collaboration among staff, applicants, and program managers.
  
• Employee Experience: Streamline HR and IT processes with digital forms, create automated processes for service requests, and provide self-service resources for employees in a unified, and scalable workspace.
  

For more information on the prebuilt apps, see the Understand What’s Included with Public Sector Solutions Help article and the Public Sector Solutions Basics Trailhead module.

Get the Functionality You Want

You get the prebuilt apps by choosing from a variety of packages, or bundles. The packages grant licenses to use the apps or a combination of apps, using different Salesforce editions and with various usage limitations. They also provide differing levels of access to Service Cloud functionality. You can also choose from a variety of Customer Community licensing plans, to accommodate the type and volume of usage you need for your public portal. 

Finally, you can purchase add-ons to round out your Public Sector Solutions implementations. For example, CRM Analytics and Intelligent Form Reader are available as add-ons to the larger package offerings. In this way, you can mix and match the various packages and add-ons to get exactly the functionality you need to serve your constituents effectively, securely, and at scale. To choose the right packages and start creating your solution, talk to your account executive to find out about all of the available packaging options.

Let us look at some ways that Iris uses Public Sector Solutions to transform the way Cosville delivers programs and services to its constituents.

Provide Effective Social Service

Cosville is a large city, and some constituents could benefit from a support system that can help them get through difficult times, such as housing assistance, homeless services, food stamps, substance abuse support, and child care. These cases come in the form of requests that are processed in accordance with legal regulations while prioritizing the welfare of the beneficiaries. 

To handle such requests, Iris creates a portal where the constituents can apply for assistance. She uses OmniScripts to create dynamic application forms that collect data based on the selections the constituents make. Submitted applications are assigned to the appropriate case worker. Some cases require caseworkers to visit the affected individuals, and Iris can use the Visit feature to assign and conduct inspections and assessments. 

In addition, the social and child welfare agencies in the Cosville administration receive court directives to provide child welfare, adult protective services, substance abuse, and other programs and services. These cases need special attention and follow strict legal guidelines. Iris implements regulatory authorities, authorizations, inspections, and action plans to address the specific needs of beneficiaries based on the directive of the authorities. She builds care plans that help caseworkers provide comprehensive care with guided next steps. Caseworkers can assign goals and benefits to the care plan to create a mix of benefits that ensure the best outcome. To learn more about care plans, see the Public Sector Solutions: Care Plans video and the Care Plans in Public Sector Solutions article in Salesforce Help.

Support Your Economy and Foster Development

Businesses and individuals need a supporting hand from government agencies to address concerns like unemployment insurance, disability insurance, job training and readiness, and vocational rehabilitation. 

As resources are limited, the decisions to provide support must be reviewed to ensure that the truly deserving get the support that they need. With Public Sector Solutions, Iris designs dynamic workflows to support complex screening, check-ins, visits, evaluations, and investigations—without any coding. And she builds conditional next-step logic that helps agencies determine the next steps for the support program that they are running. 

Summary

You’ve now learned how Public Sector Solutions is designed and packaged, and how you can choose a custom solution for the unique needs of your government agency. With Public Sector Solutions, agencies can more effectively and efficiently deliver programs and services to constituents.

Resources

• Salesforce Help: Understand What’s Included with Public Sector Solutions
• Salesforce Help: Care Plans in Public Sector Solutions
• Video: Public Sector Solutions: Care Plans
• Salesforce Help: Dynamic Assessments in Public Sector Solutions