Case Study: Los Angeles County Department of Public Social Services achieves a mobile-friendly, streamlined digital experience with Adobe Experience Cloud

Los Angeles County Department of Public Social Services achieves a digital makeover with Adobe Experience Manager

The Los Angeles County Department of Public Social Services (LADPSS), the nation’s largest social service agency serving over 3.5 million residents, faced an outdated, text-heavy website that was hard to navigate, not mobile-friendly, and difficult for content authors to update. The agency needed an accessible, user-centric digital front door that would let people apply for benefits, check application status, and reduce in-person visits—an imperative that became urgent with the COVID-19 pandemic.

Using Adobe Experience Manager and other Adobe Experience Cloud tools, a team redesigned content and launched a mobile-responsive, ADA-compliant site in June 2020, cutting pages from 600 to 200 and adding Spanish (with 11 more languages possible). The relaunch drove a 68% improvement in content efficiency in the first week, has logged millions of visits (2,562,535 since March 2021), earned a NACo award, and continues to be refined through analytics and customer feedback.

Los Angeles County Department of Public Social Services

Michael Sylvester

Assistant Director and Chief Information Officer