Project Overview
This project represents a digital transformation initiative for a local government agency in the United States, centered on building a unified
Case Management platform. The goal was to create a secure, modern environment that enables staff to deliver faster, smarter, and more compassionate care to the community they serve.
The Challenge
The agency's existing systems were disjointed, built on a legacy platform with limited security controls and an outdated user experience. Case information, provider data, and payment records lived across disconnected tools, making it difficult to deliver a consistent, connected experience for both staff and the community.
The engagement was guided by four core initiatives:
- Enable centralized tracking of cases, providers, payments, and related information.
- Strengthen compliance and security alignment with relevant security standards.
- Provide intuitive, role-based tools and tailored training for the client's teams.
- Enable real-time dashboards and reporting through Salesforce Reports, Tableau, and Power BI.
The Solution
The Astrea IT team began with structured discovery sessions alongside client stakeholders to clearly understand requirements and expected deliverables.
The resulting solution is built on Salesforce Government Cloud, combined with AI, automation, and analytics as part of a forward-looking transformation approach. The platform consolidates key human-services functions and provides connected experiences for internal teams, providers, and community stakeholders.
Core Functional Capabilities
| Category | Capability | Description |
|---|---|---|
| Case & Program
Management |
DSS Program Support | Configurable workflows for human-services program tracking and case lifecycle management. |
| Legacy Data Migration | Structured migration of historical case and program data into the new platform. | |
| Security & Compliance | Salesforce Shield | Field-level encryption, event monitoring, and audit trail for sensitive case data. |
| Data & File Storage | Secure, centralized storage for case documentation and related files. | |
| Engagement Portals | Provider Portal | Self-service access for external providers to manage cases and submissions. |
| Community Portal | Public-facing portal for community members to engage with relevant services. | |
| Payments & Documents | Credit / Debit Card Payments | Secure, integrated payment processing within the case workflow. |
| PDF Generator | Automated generation of case-related documents and forms. | |
| E-Sign Solution | Electronic signature capture for approvals and client-facing documents. | |
| Reporting & Support | Reports & Dashboards | Real-time reporting and analytics via Salesforce Reports, Tableau, and Power BI. |
| In-App Knowledge Hub | Embedded reference content to support staff self-service. | |
| In-App Support Ticketing | Built-in ticketing for internal issue tracking and resolution. | |
| Integrations | ERP / Financial System Integration | Connected the platform to the agency's existing financial/ERP system. |
| Outlook Email / Calendar Integration | Synced staff email and scheduling with case activity. |
Delivery Approach
The project followed a phased delivery approach aligned with the agency's priorities, security standards, and stakeholder readiness.
| Phase | Key Milestone |
|---|---|
| 1. Discovery & Planning | Requirements discovery completed; security assessment and project plan approved. |
| 2. Core Deployment & Configuration | Core platform deployed; org configuration reviewed and approved. |
| 3. UAT & Enablement | User acceptance testing completed; staff training delivered and signed off. |
| 4. Go-Live & Post-Implementation | Platform launched, followed by 30 days of post-implementation support. |
Team & Delivery Model
The Astrea IT project team brought together a cross-functional group covering:
- Salesforce architecture and project management
- Functional training and end-user education
- Development and DSS program expertise
- Data migration and legacy system transition
- Cybersecurity and quality assurance
- Project support, digital production, and design
- Data-entry support and ongoing Salesforce development
Business Outcomes
- A unified view of case information and related operational data.
- More streamlined service delivery through centralized processes and information.
- Improved security and compliance readiness.
- Stronger data-driven decision-making through integrated analytics and dashboards.
- Deeper community and provider engagement through dedicated portals.
Technologies Used
Salesforce Government Cloud, Experience Cloud, REST/SOAP APIs, Apex, Lightning Web Components (LWC), Salesforce Shield, and AI-driven automation.
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Contact Details
- +91-9818348569
- support@astreait.com