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Government & Public Sector: Salesforce Solution

For central ministries, local governments, and state-owned enterprises, the real friction in Salesforce delivery is data governance, procurement, cross-agency case routing, and internal audit — the technology is the easy part. Salesforce ships two layers for the public sector: Government Cloud (compliance-grade infrastructure with data sovereignty and tiered access) and Public Sector Solutions (a public-sector data model: citizen / business / license / application / inspection / case).

// Typical modules

Case & application management

Bring application flows, cross-agency collaboration, approval progress, and result notifications into a trackable, auditable case lifecycle. From application to issuance to oversight, every step leaves a trail.

Citizen / business service entry

A one-stop entry — citizens and businesses submit applications and inquiries via portal, mobile, or contact centre; case routing dispatches to the correct agency or officer.

Compliance, audit, data sovereignty

Government Cloud keeps data inside designated geography, with tiered access and full audit trail. Aligned to Taiwan personal-data law, government security baselines, and cross-agency sharing principles.

// How EKel would deliver it

01Map existing legacy systems, policy basis, and cross-agency workflows; determine what can move into Salesforce, what stays for lookup only, and what must remain in the source system.
02Design a phased plan compatible with government procurement — start from one use case with citizen-visible outcome (e.g., online application), then expand.
03Provision Government Cloud + Public Sector Solutions, aligned with agency IT security baselines and tiered access strategy.
04Hypercare post go-live + detailed audit-trail dry runs — ensure auditors can pull the data and defend the design.

// Best fit

→Central ministries, local governments, and state-owned enterprises consolidating case management, application flows, or service into a modern platform.
→Agencies with legacy systems that need a new citizen-service surface + cross-agency collaboration layer.
→Government clients evaluating migration from SAP, custom .NET, or Lotus Notes legacy platforms.

// Sources

Salesforce Government Cloud Salesforce Public Sector Solutions

Back to industries See government custom AI →

// Architecture stack

Government Salesforce is a three-layer governance: sovereignty + case + service.

// LAYER 1

Citizen & business service

Online applications, case lookup, inspection booking, citizen inquiries — the single entry surface for citizens and businesses. Public Sector Solutions ships citizen / business / license / application schemas designed for the public sector.

PSSCitizen PortalApplicationService Cloud

// LAYER 2

Case collaboration

Cross-agency case routing, approval chains, inspection workflows, grant management. Sharing Rules ensure each agency only sees what it should during collaboration. Every action enters the audit trail.

Case RoutingApprovalSharing RuleAudit Trail

// LAYER 3

Data sovereignty

Government Cloud provides compliance-grade infrastructure — isolated data centres, personnel background checks, FedRAMP / IRAP certifications. Data classification, retention policies, and cross-agency sharing all align to Taiwan personal-data law, government security baselines, and FOI requirements.

Government CloudFedRAMPIRAPFOI Ready

// Typical timeline

34 weeks, four phases

Government delivery runs longer than commercial — most of the extra time sits in upfront procurement alignment and downstream cross-agency expansion. MVP at week 18 ships one citizen-visible use case; the full 34 weeks covers cross-agency case flows and audit-grade handover.

W18

W30

W34

// 00 · Week 1–4

Discovery + procurement alignment

Map legacy systems, policy basis, and cross-agency workflows; align with government procurement, open tendering, and contract formats. Output: a compliance-feasible implementation plan.

// 01 · Week 5–18

Single use-case MVP

Start from one use case with visible citizen outcome (e.g., online application, case lookup). Government Cloud provisioning + Public Sector Solutions object model + first data migration.

// 02 · Week 19–30

Cross-agency expansion

Cross-agency case routing, shared master data (citizen / business / property), partner-agency interfaces. Sharing Rules designed so each agency only sees what it should.

// 03 · Week 31–34

Audit & handover

Hypercare + audit-trail dry runs + role-based training. Ensure auditors can pull the data and defend the design — the last mile of government delivery.

// FAQ

Five questions that come up most in government architecture discussions.

01How does Government Cloud differ from a regular Salesforce org?

Government Cloud is Salesforce’s compliance-grade infrastructure tier for the public sector — physically isolated data centres, personnel background checks, hardened access controls, and retention policies. In the US it maps to FedRAMP High (including IL4/IL5 levels); in Australia it maps to IRAP Protected. A regular Salesforce org runs on shared infrastructure — secure and compliant, but not at the government-only tier. The difference is not features — it is where the data lives, who can see it, how long it stays, and who can service the org.

02Which use cases is Public Sector Solutions for?

Public Sector Solutions ships a public-sector data model and workflows — citizen / business / property / license / application / inspection / case objects are already built, no need to assemble them from generic Sales Cloud. Typical fit: online applications (licences, grants, registrations), cross-agency case collaboration, inspection / visit / audit workflows, citizen inquiries and case tracking. If the need is pure internal backend (no citizen-facing surface), standard Sales Cloud / Service Cloud may fit better.

03Multi-agency shared org vs single-agency org — how to choose?

Shared org advantages: cross-agency collaboration, shared citizen master data, lower IT cost. Disadvantages: complex sharing rules, high political coordination cost, one agency’s policy change can affect others. Single-agency org advantages: policy autonomy, fast change. Disadvantages: cross-agency collaboration must be stitched via integration. The median case is a "shared platform + agency-specific app" pattern — shared infrastructure and master data, each agency owns its record types, layouts, and automation. Build consensus before building the org.

04How does this fit Taiwan’s Government Procurement Act?

Two axes. (1) Salesforce itself counts as software-service procurement and can run via best-value or open tender. Government Cloud’s FedRAMP / IRAP credentials work as compliance basis in multiple jurisdictions. (2) Implementation services (consulting, custom, integration) can be tendered separately — annual platform subscription + phased delivery tenders. The constraint: write the SOW so it is verifiable (clear deliverables, clear acceptance criteria) rather than T&M, which makes audit defence harder.

05Strategy for integrating with legacy (SAP, custom .NET, Lotus Notes)?

Principle: legacy stays as source of truth in the short term; Salesforce owns new surfaces, flows, and experiences. Integrate via MuleSoft or custom REST + Platform Events — not nightly batch (citizen experience does not tolerate “yesterday’s data”). Long term: phased migration of legacy functionality into Salesforce, each phase with a measurable outcome. EOL systems like Lotus Notes must move within 5–7 years, but not big-bang — replace the entry surface with Salesforce first, peel off the legacy backend gradually.

Government Salesforce work starts with compliance + procurement discovery.

In 30 minutes we can align on your compliance constraints, procurement flow, and current legacy state — then decide whether to start with Government Cloud, Public Sector Solutions, or both.

Book Free Consult→

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