Salesforce for the Public Sector

Delivering better services to citizens shouldn't require your team to fight the technology every day.

We help government agencies navigate complex regulatory and compliance-driven requirements by translating them into practical, outcome-focused solutions that deliver connected citizen experiences, using the full power of the Salesforce platform.

We Get Your World

Public sector is unlike any other operating environment. You’re accountable to citizens, to ministers, to auditors, and to the communities you serve, often all at once. Your technology decisions go through procurement processes that take time. Your implementations need to work for staff who didn’t choose the platform. And your data handling obligations are non-negotiable.

The expectation from the public has shifted. Citizens now expect the same digital experience from government that they get from their bank or their superannuation fund. Delivering that, within the constraints of legacy infrastructure, tight budgets, and complex governance, is genuinely hard.

We’ve worked with state and federal government agencies, and we understand the realities of the public sector in a way that consultancies without that experience simply don’t.

The Pain Points We Hear Often

Your staff are using Salesforce, but not really using it.

Low adoption is endemic in government Salesforce implementations. When a platform is rolled out without enough change management, training, or genuine fit to how the team works, people find workarounds. The CRM becomes a compliance exercise, not a tool anyone trusts.

Citizen-facing services are fragmented.

Applications, enquiries, complaints, and service requests handled across different systems and teams, with no unified view of the citizen on the other end. Staff handle the same person three times and don't know it.

Reporting is manual and slow.

Key state government activities, performance KPIs, and ministerial reporting still require significant manual effort to pull together. The data exists. Extracting it shouldn't take a team of people and a fortnight.

Integration between systems is patchy at best.

Core government systems, finance platforms, case management tools, HR systems, legacy databases, often don't connect to Salesforce at all. The gap is filled by spreadsheets and email.

Data sovereignty is a genuine concern, not a checkbox.

Where your data lives, who can access it, and how it's handled matters. Offshore arrangements and ambiguous data residency create risk that isn't worth taking.

How 8Squad Helps

Service Cloud & Experience Cloud

We delivered a multi-cloud solution for a public sector client; Service Cloud, Experience Cloud, and Analytics Studio, as an end-to-end platform for key state government activities. The result was reduced processing time, increased accuracy, and less waste across the board. Citizens got a better experience. Staff got tools they could actually use.

Public Sector Solutions

Salesforce Public Sector Solutions gives government agencies pre-built capability for licensing and permits, inspections, case management, and grants, built around how the public sector actually works. We configure it to your programs, compliance obligations, and existing systems, so you're building on a foundation made for government rather than bending a generic CRM to fit.

Analytics & Reporting

Government organisations need to report accurately, quickly, and often. We build reporting and analytics capability into Salesforce implementations from the start, not as an afterthought, so the data your leadership needs is available without a manual extraction exercise every time.

MuleSoft Integration

Legacy government systems don't disappear overnight. MuleSoft lets us connect them to Salesforce without replacing them, creating a unified data flow across platforms that have existed for decades alongside newer infrastructure. Citizen data stays accurate. Staff stop re-entering the same information in three places.

Centre of Excellence

Government priorities shift. New programs are stood up. Existing services are restructured. Our CoE gives public sector organisations an ongoing Salesforce capability, a team embedded in your environment that keeps the platform current, your people trained, and your roadmap aligned to where the agency is actually heading.

8SSure

If your agency has been running Salesforce for a while and you're not confident the environment is healthy, or if you're inheriting a platform from a previous implementation, 8SSure gives you an independent, objective audit. It tells you exactly where things stand, without any agenda. That kind of independent assurance matters in a public sector context.

What We’ve Delivered for the Public Sector

Service Cloud + Experience Cloud + Analytics Studio

A state government client needed an end-to-end platform to manage key service delivery activities, handling volume, accuracy, and reporting requirements that manual processes couldn’t sustain. We implemented Service Cloud, Experience Cloud, and Analytics Studio as an integrated solution. Processing time came down. Accuracy went up. And the reporting burden on the team reduced significantly.

Lightning Platform + OwnBackup + Tableau

A state government integrity agency needed to modernise a functionally critical but increasingly fragile Salesforce org, built on years of custom code, Classic-specific workflows, and sparse documentation. We led a structured Classic-to-Lightning migration, introduced Flow-based automation to replace manual and code-heavy processes, and implemented OwnBackup to establish data resilience. The platform stabilised. Technical debt reduced. And the team gained the confidence to keep evolving the org without fear of breaking what they’d built.

MuleSoft

A state government authority needed a secure, coordinated integration layer to support a complex rental bond management service spanning banks, identity providers, government agencies and external platforms. We implemented MuleSoft as the central orchestration layer, connecting 17 external systems to the Salesforce Bond Management System. Financial transactions are now processed reliably at scale. Manual reconciliation and data hand-offs have been significantly reduced. And the platform is built to grow as new services and agency connections are added.

Why 8Squad for the Public Sector

A specialist partner for the public sector, not a generalist learning how government works on your project.

We understand government, and your data stays here. We know how public sector decisions get made, the frameworks agencies work within, and where these implementations typically go wrong; across state government, public health, and citizen services. And as a fully onshore, 100% Australian team, your data never leaves the country, which for citizen data is a foundational requirement, not a feature.

Value for money, with the proof to back it. We don’t pad projects or recommend technology for its own sake. Our job is outcomes that are defensible to your leadership, your audit committee, and your stakeholders, and a 9.8 CSAT across 1,000+ projects is the evidence.

Independent assurance, not just delivery. With 8SSure, you can get an objective health check on your Salesforce environment that isn’t tied to any implementation agenda. That independence is something government agencies increasingly ask for, and we’re one of the only partners who can provide it.

FAQ's

What is Salesforce Public Sector Solutions?

Public Sector Solutions is Salesforce’s industry platform built for government. It provides pre-built capability for licensing and permits, inspections, case and grants management, and citizen services, designed around how public sector agencies operate rather than a generic CRM. Its value depends on configuring it to your programs, compliance obligations, and existing systems.

Is Salesforce right for government agencies?

Yes, when it’s implemented for the public sector context. State and federal agencies have procurement frameworks, accountability obligations, legacy systems, and data-handling rules a generic implementation ignores. We configure Salesforce, including Service Cloud, Experience Cloud, and Public Sector Solutions, around those realities, so it works for the staff who didn’t choose it and stands up to audit.

Does 8Squad keep government data onshore in Australia?

Yes. 8Squad is a 100% onshore, fully Australian team operating across Sydney, Melbourne, Brisbane, Adelaide, and Perth. Your data never leaves the country and there are no offshore handoffs, for agencies handling citizen data, that’s a foundational requirement, not an optional extra.

Can you integrate Salesforce with our legacy government systems?

Yes. Legacy systems don’t disappear overnight, so we use MuleSoft to connect them to Salesforce without replacing them, creating a unified data flow across finance platforms, case management tools, HR systems, identity providers, and decades-old databases. We’ve delivered integration architectures connecting many systems into a single Salesforce environment.

How does 8Squad handle data sovereignty and security in the public sector?

Data sovereignty is treated as a genuine requirement, not a checkbox. We’re fully onshore, your data stays in Australia, and we design solutions with access, residency, and governance considered from the start. Where independent assurance is needed, 8SSure gives you an objective audit of your environment that isn’t tied to any implementation agenda.

Why do government Salesforce projects struggle with low adoption, and how do you avoid it?

Low adoption usually comes from rolling a platform out without enough change management, training, or genuine fit to how the team works, so people build workarounds and the CRM becomes a compliance exercise no one trusts. We design for the staff who didn’t choose the platform, with adoption and change built into delivery rather than bolted on at the end.

How should government agencies approach AI like Agentforce?

Start with the outcome and the value-for-money case, not the tool. AI can genuinely help, automating routine case handling, surfacing citizen information faster, and reducing administrative load on frontline staff, but only where the conditions are right. We give you an honest view of where Agentforce adds value for your context and where it doesn’t yet.

Why use a specialist Salesforce partner for the public sector?

Government has procurement frameworks, accountability obligations, and a delivery context generalists have to learn on the job, usually at your expense. A specialist partner brings proven delivery across state and federal agencies, public health, and citizen services, and knows where public sector implementations typically go wrong, so it builds to avoid those failure points from day one.

Ready to deliver better for citizens?

Whether you're starting a new implementation, fixing an existing one, or looking for a long-term partner to keep your Salesforce environment evolving, we're worth a conversation.