Citizen Engagement for Tribes
Salesforce Tribal Government MuleSoft Experience Cloud Health Cloud
 Public Sector Solutions (PSS) | Health Cloud | Experience Cloud |
Tribal Nation Solutions | MuleSoft | Marketing Cloud |
Industry: Tribes – Government & Healthcare
PROBLEM:
- Disconnected agency systems and a decentralized application intake process for Tribal Services
- Manual data entry creates an inefficient review process and clerical delays
- Outdated Citizen Database resulting in a high volume of bad address, mailing returns and a lost opportunity for Citizen engagement
- Lack of visibility between departments and limited opportunities for identifying critical citizen needs
- Urgent need to perform Contact Tracing in the face of the COVID-19 Pandemic
SOLUTION:
Implementation of Salesforce Public Sector Solutions (PSS), Health Cloud, Experience Cloud, Marketing Cloud & MuleSoft:
- Citizen Portal to allow Tribal Citizens to securely register and apply for various programs / services / assistance
- Enable Tribal Employees to process and approve applications leveraging integrated eligibility and automated workflows
- Established a bi-directional interface with the Tribal Registry / Enrollment database
- Integration with Melissa.com for Address Verification and Salesforce Maps for Jurisdiction Eligibility
- Migrated Email Subscribers and all Email Campaigns to Marketing Cloud
- Integration with Cerner EHR for COVID-19 Positive SMS Notification and Contact Tracing Workflow Automation
RESULTS:
- Over 300,000 Registered Citizens and $600M in Direct Assistance processed during the COVID-19 Pandemic
- Over 16 Programs transformed from paper-based applications to secure digital apps with built-in rules and automation
- 8 Departments processing applications digitally and using Email and SMS engagement to provide Citizens with real-time updates
- Automated Engagement Journeys for Tribal Applicants and Real-time personalization and dynamic content for all subscribers
- Test Result Notifications for COVID-19 Positive Patients with fast turnaround on Contact Tracing activities
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