Case Study: LA County Department of Public Social Services modernizes public support with Slalom

We partnered with LA County to overhaul a helpline system and create an online portal for critical social services

LA County Department of Public Social Services (DPSS) needed a modern way to help IHSS members and providers find answers faster and reduce pressure on its helpline. Working with Slalom, the department set out to create a more convenient, secure digital experience instead of relying on long phone waits and multiple websites.

Slalom implemented a multilingual portal on Salesforce Experience Cloud with self-service FAQs, detailed answers, and live chat, plus secure self-registration, ticket status, and single sign-on with Azure Active Directory. After an initial soft launch and phased rollout, adoption grew quickly among providers and the public, helping users get information and support online without calling in or waiting on hold.

LA County Department of Public Social Services

Carlos Sanchez

IT Manager