Jenna Trott |  December 16, 2024  |  6 Minute Read

For decades, government agencies have taken careful steps toward modernization, primarily focusing on optimizing existing processes – digitizing paper forms, moving services online, and streamlining workflows. While these incremental improvements have yielded benefits, they represent digital optimization rather than true transformation. It’s like upgrading from a flip phone to a smartphone but only using it to make calls—missing out on its full potential.

Today’s citizens, accustomed to seamless digital experiences in their daily lives, have come to expect more. They want government services that are as intuitive as ordering takeout or managing their finances online. Yet public sector organizations face a complex web of challenges that private companies don’t: stringent regulatory requirements, unwavering commitments to transparency and ethics, limited budgets, and the critical responsibility of safeguarding sensitive citizen data.

The stark reality is that digital optimization is no longer enough. With advancements like AI reshaping the world, governments must pursue comprehensive digital transformation to meet modern challenges. Not just to keep pace with citizen expectations, but to fundamentally reimagine how public services are delivered in our increasingly connected world. This journey, while essential, requires carefully balancing innovation with responsibility, efficiency with security, and modernization with public trust. This is where Salesforce managed services comes into play. 

What Are Salesforce Managed Services?

There’s a lot of discussion surrounding what Salesforce managed services is and what it isn’t. But at its core, Salesforce managed services extends far beyond traditional system maintenance and support. It serves as a strategic partner in digital transformation, helping organizations harness the full potential of Salesforce’s ever-expanding ecosystem. Further, leveraging a managed services partner can deliver tailored customizations to fit your unique organization’s needs, offer precise data clean-up for security and accuracy, and provide the expertise of Subject Matter Experts to elevate your Salesforce initiatives.

Take AI implementation, for instance. While everyone’s talking about artificial intelligence, managed services partners are the ones rolling up their sleeves and making it work in real-world scenarios. They’re turning buzzwords into results, whether that’s streamlining customer service workflows or developing predictive analytics that actually makes sense for your organization. How exactly does this benefit the public sector? Let’s take a look.

The Changing Landscape of Public Sector Operations

Research shows that by 2025, over 75% of governments are expected to manage more than half of their workloads on cloud platforms, marking a significant shift in public sector operations. This transformation is driven by compelling benefits like enhanced staff productivity, increased work efficiency, and higher returns on IT investments.

Despite the obvious benefits, and the reports that 67% of government agencies are actively pursuing this digital transformation, only 5% are actually achieving it. A common roadblock that exists is the need for public sector agency workers to constantly be on top of Salesforce’s everchanging updates (three times a year!) as well as have expertise in its intricacies to ensure it’s working to its fullest potential–all on top of daily work responsibilities! 

This is where a Salesforce managed services partner makes a difference, taking on these technical responsibilities so agency teams can focus on what matters most: serving their communities and driving strategic initiatives forward.

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The Need for Continuous Adaptation

In the dynamic landscape of public service and technology, government agencies face mounting pressures: increasing citizen expectations for digital services, strict compliance requirements, cybersecurity challenges, and the need to do more with limited resources. Adding to this complexity are new mandates for environmental sustainability, accessibility requirements, and the demand for transparent, data-driven governance.

For public agencies operating in this complex environment, the objective is clear: they must develop flexible, responsive strategies that can adapt quickly to changing citizen needs while maintaining the highest standards of security and service delivery.

How can Salesforce Managed Services help?
In addition to the three seasonal updates each year, Salesforce is always refining its products and services to enhance the customer experience. With Salesforce managed services, you gain a team of experts who are up-to-date with the latest updates and emerging technologies. This means your Salesforce ecosystem stays current, and you can take full advantage of new features and functionalities, helping you stay ahead of the curve in an ever-evolving world of innovation.

Mastering the Art of Insights

In 2024, we saw data intelligence evolve far beyond basic analytics. With surging AI and Einstein capabilities, organizations can now utilize predictive insights and generative AI to transform operations like never before. However, studies show that organizations aren’t leveraging it to its fullest potential due to a myriad of difficulties with their data, including:

→ Data complexity and inaccessibility (41%)
→ The inability to generate insights (33%)
→ Being overwhelmed by the volume of data (30%)

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How can Salesforce Managed Services help?

Salesforce managed services professionals excel at seamlessly integrating AI, analytics, and automation into Salesforce ecosystems, transforming raw data into actionable insights that drive public sector innovation and efficiency.

Here’s how they make an impact:

→ Leverage AI to analyze constituent interactions in real-time, identifying emerging trends and potential issues before they escalate.
→ Train Agentforce agents on historical data patterns, offering valuable insights to inform policy decisions and strategic initiatives.
→ Streamline processes through tailored automation, freeing up personnel to focus on mission-critical initiatives and community engagement.

By turning data into a powerful resource, Salesforce managed services help public sector organizations navigate today’s fast-paced digital landscape, delivering smarter, more responsive services to the communities they serve.

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The Power of a Strong Digital Core

For public sector organizations, having meaningful insights and an agile system is just the beginning of the digital transformation journey. When government agencies implement Salesforce, getting it right from the start is crucial…otherwise, it’s like building a house on a weak foundation – sooner or later, it’s bound to crumble. Having a strong core requires careful integration of essential technological elements, including secure cloud computing, advanced data analytics, and responsible AI implementation that aligns with stringent public sector requirements.

Equally important is ensuring seamless connectivity across government systems and breaking down the data silos that often plague public agencies. Without a robust foundation, agencies face more than just operational setbacks – they risk compromising citizen service delivery, data accuracy, and public trust. Inefficiencies can lead to delayed response times, inaccurate reporting, and systems that fall short of meeting the public’s needs.

How can Salesforce Managed Services help?
Salesforce managed services partners act as architects of a strong digital core for public sector organizations, breaking down data silos and streamlining the flow of critical information across agencies. They ensure the seamless migration of essential data, safeguarding vital records and minimizing disruption during transitions. 

Beyond data management, these services provide expert guidance through the complexities of integration and implementation, ensuring that diverse technologies work together harmoniously. This strategic support enhances operational efficiency, creating a resilient digital foundation that empowers agencies to deliver more effective, transparent, and responsive public services.

Bridging the Digital Skills Gap

The digital skills gap in the public sector represents a significant hurdle to effective digital transformation, with many long-term employees finding themselves navigating unfamiliar technological territory. This challenge is particularly pronounced as agencies transition from legacy systems to modern platforms like Salesforce, where employees must quickly adapt to new workflows, data management practices, and automation tools. 

While private sector organizations often attract tech-savvy talent with competitive salaries, public agencies frequently face budget constraints and rigid hiring processes that can make it difficult to recruit employees with advanced digital skills, creating a pressing need for comprehensive training and support systems.

How can Salesforce Managed Services help?
Salesforce managed services partners help bridge the digital skills gap in the public sector by configuring user-friendly tools that empower staff at all levels to adopt new technologies with confidence. Through comprehensive training and ongoing support, these services ensure that employees can effectively navigate and utilize advanced systems. By automating complex processes, agencies can reduce administrative burdens, allowing personnel to focus on higher-value tasks. 

Additionally, Salesforce managed services enable data-driven decision-making, providing leaders with real-time insights to inform policy and operational strategies while supporting workforce development initiatives that foster long-term digital proficiency and innovation across public sector organizations.

Finding Your Salesforce Managed Services Match

Choosing the right Salesforce Managed Services professional is crucial to the success of your technology strategy. Companies should consider:

→ Expertise and Experience: Assess the professional’s expertise and experience in Salesforce. Look for certifications and a track record of successful projects.
→ Range of Services: Ensure they offer the specific services your company needs, whether it’s implementation, optimization, or ongoing support.
→ Client References: Request client references and case studies to gauge their past performance and client satisfaction.
→ Customization: Evaluate their ability to tailor solutions to your unique organization requirements.
→ Scalability: Consider whether their services can grow with your business as it evolves.
→ Service Level Agreements (SLAs): Review SLAs to ensure they align with your business needs and expectations.
→ Feedback and Reviews: Look for online reviews and feedback from other clients to get an idea of their reputation in the industry.
→ Continuous Improvement: Inquire about their commitment to staying up-to-date with Salesforce updates and industry best practices.

By carefully considering these factors, companies can find the right Salesforce Managed Service Professional to support their Salesforce ecosystem effectively.

Why AGG?

Access Global Group continues to lead as a Salesforce Summit (Platinum) level partner, now with enhanced capabilities in AI implementation, data strategy, and sustainable technology practices. Our expertise extends across both private and public sectors, with particular strength in government digital transformation initiatives. Our team of certified experts specializes in the latest Salesforce innovations, including Einstein GPT, Data Cloud, and advanced automation solutions.

Did you know? Did you know? Companies that have a strong digital strategy are 2.3 times more likely to outperform peers in terms of revenue growth and return on invested capital across all industries.

Ready to transform your Salesforce investment into a competitive advantage?