INDUSTRY Public Sector · United States & United Kingdom

Modern citizen services,
delivered with Salesforce, AI agents, and accessibility-first design.

Ailace Cloud helps federal, state, local, NHS, council, and agency teams ship measurable digital services on Salesforce Government Cloud Plus — replacing legacy case management, permitting, grants, and contact-center stacks with audit-grade automation, Agentforce assistants, and GOV.UK / USWDS-aligned experience layers.

Book a discovery call →Explore solutions
FedRAMP & StateRAMP aligned delivery•G-Cloud / DOS ready engagement model•WCAG 2.2 AA & Section 508 by default
A public-service officer using a tablet in the atrium of a modern civic building
ailace.gov / case-orchestratorlive
Agent · intake

Citizen 360 inbox

Voice, web, and constituent letter routed with full eligibility context.

Policy · guardrails

Determination engine

Rules-as-code: every benefit, permit, and exception is auditable end-to-end.

Run feed last 60s

09:14:02agent.intake → SNAP-recert#R-44119 verified income docsdone
09:14:08policy.eval(grant.GR-2208) eligibility OKdone
09:14:14agent.draft letter · tone=plain-englishrun
09:14:21mulesoft.sync(legacy mainframe ↔ CRM) 1,284 recordsdone
avg case time↓ 46%
audit log100% immutable
Designed for agencies that operate under public scrutiny
US FederalState & LocalUK Central GovNHSLocal CouncilsDefense & Justice
12+ yrs
Salesforce platform delivery
20M+
Citizen records migrated & cleansed
4,500+
AppExchange installs referenced
100%
Engagements delivered to spec
Where we operate

Two markets. One delivery discipline.

We track active solicitations across US federal, state and local agencies, and the UK Crown Commercial Service ecosystem. Our delivery model is built to plug into existing procurement vehicles — not replace them — so technical buyers and contracting officers can move from intent to award without architectural rework.

🇺🇸
United States

Federal · State · Local

Programs we are seeing in active solicitations: contact-center modernization, unemployment and SNAP eligibility, child welfare, motor vehicle and tax reimagining, grants management, permitting & licensing, 311 / constituent services, and AI-assisted casework.

  • Salesforce Government Cloud Plus — FedRAMP High authorized boundary, IL4-aligned
  • Public Sector Solutions — License & Permit, Grants, Inspection Management
  • Procurement vehicles — via partner-held GSA MAS, SEWP V, state cooperative contracts (NASPO, Texas DIR, Florida ACS), CIO-SP4 sub teams
  • Standards alignment — USWDS, 21st Century IDEA, M-23-22 digital experience, OMB M-22-09 Zero Trust
🇬🇧
United Kingdom

Central Gov · NHS · Councils

Programs we are seeing in active solicitations: GOV.UK service redesigns, NHS digital pathways and referral management, council resident portals, adult social care, revenues & benefits, planning casework, and AI assistants for service desks aligned to the Service Standard.

  • G-Cloud 14 — Cloud Software, Cloud Support & Cloud Hosting lots
  • Digital Outcomes 6 & DOS Successor — outcome-based specialist teams
  • Frameworks — CCS Big Government Capability, NHS Shared Business Services, ESPO, YPO, NEPO
  • Standards alignment — GDS Service Standard, GOV.UK Design System, NCSC Cyber Assessment Framework, UK GDPR, NHS DTAC
Solutions

Six operating areas where we replace legacy with auditable AI workflows.

Each pillar ships as a Salesforce-native accelerator: data model, page layouts, automation, integration patterns, and an Agentforce skill library — pre-mapped to the controls your authorising officer cares about.

👤

Citizen / Constituent 360

Single record across web, phone, mail, in-person, partner agency, and prior interactions — with consent and identity-resolution baked in.

  • Identity resolution + Match Rules
  • Service Cloud Voice + Amazon Connect / Genesys
  • Consent & preference management
📝

Case & Eligibility Management

Replace mainframe and shared-drive case files with a queryable, role-based, SLA-driven case engine that survives policy changes.

  • Public Sector Solutions OmniStudio flows
  • Determinations as code (rule packs)
  • Worker queues with skills-based routing
🏢

Licensing, Permitting & Inspections

Online intake, fee calculation, plan review, inspector scheduling, mobile field capture, and renewal automation — one record from application to certificate.

  • License & Permit Management
  • Field Service for inspectors
  • Public-facing portal on Experience Cloud
💰

Grants Management

Funding opportunity, application intake, peer review, scoring, award, post-award monitoring, and audit — with risk scoring on every disbursement.

  • Grants Management package + custom rule packs
  • Reviewer portals with conflict-of-interest checks
  • Beneficiary outcomes reporting in Tableau / CRM Analytics
📝

Procurement & Vendor Operations

Sourcing, contract lifecycle, supplier management, and spend visibility — integrated with your ERP, not replacing it.

  • Contract Lifecycle on Salesforce + Conga / DocuSign
  • SAM.gov · Contracts Finder · Find a Tender enrichment
  • Supplier risk & diversity reporting
🤖

AI Assistants & Service Desks

Agentforce-grounded assistants for caseworkers and citizens — with retrieval-augmented answers that cite policy, not hallucinate it.

  • Policy-grounded RAG over published guidance
  • Plain-language drafting (USWDS / GOV.UK tone)
  • Human-in-the-loop on every external write
Signal we are tracking

Themes recurring in active US & UK public sector solicitations.

Synthesised from public solicitations on SAM.gov, state procurement portals, the Crown Commercial Service Digital Marketplace, Contracts Finder, and Find a Tender. We map each theme to the Salesforce capability and the compliance posture it requires.

US

Contact-center modernisation

Move from on-prem IVR to omnichannel cloud routing with AI-assisted summarisation and post-call wrap-up. Expect FedRAMP-Mod minimum, Section 508 audit, and Spanish-language parity.

US

Unemployment, SNAP & Medicaid eligibility

Legacy COBOL replatform with rules-as-code, evidence intake on mobile, and integrated identity proofing (Login.gov / ID.me). Disbursement audits on every workflow.

US

State & local 311 / constituent services

Unified resident channels with case routing to public works, code enforcement, and parks. GIS-aware (ArcGIS / Esri) and ADA-compliant on first ship.

US

Grants & disaster-recovery disbursement

Federal pass-through to state and local with reviewer queues, scoring rubrics, and post-award monitoring tied to OMB Uniform Guidance reporting.

UK

GOV.UK service redesigns under the Service Standard

Discovery → Alpha → Beta with GDS assessments, GOV.UK Design System components, and accessible content patterns. Outcome-based DOS engagements.

UK

NHS digital pathways & referral management

Integration with NHS e-Referral, EPR vendors, and the NHS Federated Data Platform — assessed against DTAC, DSP Toolkit, and Cyber Essentials Plus.

UK

Council resident portals & revenues / benefits

Single sign-on resident accounts, council tax, housing benefit, planning, and waste services on one Experience Cloud domain — with Welsh-language support where required.

UK

AI service-desk assistants for central gov

Policy-grounded assistants with citation, plain-English output, and review trails — aligned to the AI Playbook for Government and the AI Safety Framework.

Trust & compliance

Built to clear the controls your authorising officer signs against.

We do not own the platform certifications — Salesforce does. What we do own is the configuration, integration, and operating evidence that lets your ATO, IRAP, or NCSC reviewer accept the system without redesign. Every Ailace delivery ships with a control matrix, SSP inputs, and audit-ready run logs.

United States

  • FedRAMP High · Salesforce Government Cloud Plus boundary
  • StateRAMP · state-level reciprocity packages
  • NIST SP 800-53 Rev 5 control mapping
  • FISMA · Moderate & High system security plans
  • CJIS · criminal justice data segregation
  • IRS Pub 1075 · FTI handling patterns
  • HIPAA / HITECH for health & human services
  • Section 508 · WCAG 2.2 AA accessibility
  • OMB M-22-09 · Zero Trust posture

United Kingdom

  • NCSC Cloud Security Principles (14)
  • NCSC Cyber Assessment Framework (CAF)
  • UK GDPR & Data Protection Act 2018 DPIAs
  • ISO/IEC 27001:2022 · 27017 · 27018
  • Cyber Essentials Plus
  • NHS DSP Toolkit & DTAC for NHS engagements
  • GOV.UK Service Standard · 14 points
  • WCAG 2.2 AA & PSBAR 2018 accessibility
  • UK AI Playbook for Government alignment

Cross-cutting

  • SOC 2 Type II evidence inheritance
  • Encryption: TLS 1.2+ in transit, AES-256 at rest, BYOK via Shield
  • Event Monitoring + Field Audit Trail enabled by default
  • SSO via SAML / OIDC (Login.gov, ID.me, GOV.UK One Login, NHS CIS2)
  • Data residency: US & EU/UK regional infrastructure
  • Bias, fairness & model-card review for every AI feature
Reference architecture

A pattern your enterprise architect can defend on day one.

We start from the same Salesforce-native pattern on every engagement, then specialise it to your authority boundary, identity provider, and integration surface. Below is the canonical layering.

Experience
Experience CloudUSWDS / GOV.UK Design SystemMobile (FSL)WCAG 2.2 AA
Intelligence
AgentforceEinstein Trust LayerPrompt BuilderRAG over policyData Cloud segments
Process
OmniStudioFlow + ApexApprovalsPublic Sector SolutionsGrants Management
Data
Salesforce Data CloudBig Objects & archiveCRM Analytics / TableauField Audit Trail
Integration
MuleSoft AnypointEvent BusLegacy mainframe adaptersSAM.gov / CCS feeds
Trust
Shield EncryptionEvent MonitoringLogin.gov / ID.me / GOV.UK One LoginZero Trust posture
Platform
Government Cloud Plus (US)Hyperforce UK / EUFedRAMP High · ISO 27001
Outcomes

What COOs, CTOs, CIOs and programme directors actually buy.

We do not measure success in story points. These are the operating metrics our engagements move — and the ones procurement panels score against in scoring rubrics.

− 40%
Average case handle time after worker assistant rollout
− 60%
Time to ATO when re-using pre-mapped control matrix
+ 3x
Self-service completion on resident / constituent portals
100%
Audit-trail coverage on every agent and policy decision
− 30%
Total cost of ownership versus on-prem case management
WCAG 2.2 AA
Accessibility certified at launch — not as a follow-on phase
Engagement model

Procurement-aligned, outcome-priced, and assessment-ready.

We engage either as a prime through partner-held vehicles, or as a named subcontractor on your existing contract. Our delivery cadence aligns to GDS phases and 18F-style sprints, so service assessments are never a surprise.

Public-sector stakeholders and a consultant in a planning workshop around a table
01

Discovery

2–6 wks. User research, policy mapping, capability fit, and an authority-to-operate plan you can defend.

02

Alpha

6–10 wks. Salesforce-native prototype against real policy, accessibility-tested, with a security control draft.

03

Private Beta

8–14 wks. Real users, real cases, integrated identity, and an SSP that maps cleanly to your reviewer.

04

Public Beta → Live

Continuous. Service-standard assessment, ATO / IRAP / NCSC sign-off, and an evidence pipeline that stays green.

Talk to delivery, not sales

Bring us a solicitation, a sprint, or a policy problem.

Forty-five minute discovery calls with an actual delivery lead — not a BD funnel. Bring the SOW, the SSP draft, or the GDS panel feedback. We will tell you whether Salesforce is the right answer, what it would cost in evidence, and how fast you can credibly ship.

Email a delivery lead →Use the contact form
PUBLIC SECTOR DESK
  • US enquiriesfederal · state · local
  • UK enquiriescentral · NHS · council
  • Cleared partnerswelcome
  • Response SLA1 business day