When residents need vital social services like food assistance, they need answers quickly. After being presented with options that fit their needs, they expect to be able to apply online and receive relevant cross-channel digital communications following up on their application. During COVID-19, this functionality became crucial for maintaining continuity and minimizing disruptions for service recipients. Learn how Adobe gives local agencies the foundation to deliver great customer experiences through an agile, user-centric design website framework. The ease of design helps the communications team keep content current. Having access to real-time, relevant data gives the team insights to prioritize improvements to align with visitor needs. The Los Angeles Department of Public Social Services will talk about using organizational change management to move to a modern platform. You’ll leave this session with fresh ideas and practical tips for transforming online services with a more personalized approach.