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Designed and deployed a FedRAMP-compliant citizen portal on Experience Cloud serving 50,000+ monthly interactions with automated case routing and self-service knowledge base.
GovServe Solutions was using a decades-old citizen interaction system that required in-person visits for 80% of service requests. Citizens waited 8-12 weeks for case resolution, and the agency had zero digital self-service capabilities.
80% of service requests required in-person visits
Average case resolution time of 8-12 weeks
No digital self-service or online forms
Paper-based case tracking with no visibility for citizens
Non-compliance with ADA accessibility standards
VCS implemented an Experience Cloud portal with Service Cloud backend, automated case routing using OmniChannel, and a comprehensive knowledge base. Full FedRAMP compliance was achieved with Salesforce Shield, and all interfaces met WCAG 2.1 AA accessibility standards.
Experience Cloud portal with responsive design and WCAG 2.1 AA compliance
Automated case routing via OmniChannel with SLA tracking
200+ knowledge articles with smart search and chatbot integration
FedRAMP compliance via Salesforce Shield with encryption and audit trails
Multi-language support (English, Spanish, Vietnamese)
Real-time case status tracking for citizens
Citizen portal handles massive interaction volume seamlessly
From 8-12 weeks down to 2-3 weeks average
Self-service portal diverted majority of traffic online
Full compliance achieved with zero audit findings
“The Experience Cloud citizen portal VCS built handles 50,000+ monthly interactions seamlessly. Their understanding of government compliance requirements and FedRAMP standards saved us months of back-and-forth.”
Deployed a full Financial Services Cloud implementation with custom wealth management dashboards, automated compliance workflows, and Einstein AI-powered lead scoring across 3 regional offices.
Built a headless B2C storefront on Commerce Cloud integrated with 5 backend systems via MuleSoft, enabling real-time inventory sync and AI-powered product recommendations.
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