Read this first
Illustrative designs. Each row is a planning pattern. It is not evidence of a completed client engagement and lists metrics to track, not results. Validate identity, consent and data quality in your own environment first.
Starting journey
Ten use cases
| Category | Use case | Trigger | Adobe components | Channel | KPI to measure |
|---|---|---|---|---|---|
| Acquisition | Retarget portal-visit visitors with a relevant service message | portal-visit without conversion | Edge audience, destinations | Display | Return-visit rate |
| Acquisition | Registration reminder sequence for service events | registration without attendance | AJO | Email, WhatsApp | Attendance rate |
| Onboarding | Educational tip series matched to service usage | portal-visit frequency band | RTCDP, AJO | In-app | Feature adoption |
| Onboarding | Support-light onboarding for a self-serve citizen | self-serve path | RTCDP, AJO | Support-contact reduction | |
| Service and support | Case-status updates without a call | case opened | AJO, case source | SMS, email | Status-call reduction |
| Service and support | Priority routing for high-value citizens | tier and open case | Profile to routing system | Phone | Handle-time and satisfaction |
| Service and support | Known-issue notice to affected citizens | affected audience | RTCDP | Email, banner | Complaint reduction |
| Service and support | Appointment or callback scheduling prompt | complex request | AJO | SMS, email | Callbacks booked |
| Measurement and governance | Data quality alerts on ingestion | ingestion run | Monitoring, AEP APIs | Alert | Time to detect a failure |
| Measurement and governance | Data-label and policy enforcement check | activation request | Governance policies | Check | Blocked non-compliant activations |
Data you will need
- Service portal events
- Form and application status
- Contact preferences
- Accessibility needs (with consent)
- Case-management references
Governance for public sector
Apply strict consent, accessibility and retention rules; do not profile citizens beyond service delivery.
- Check consent and channel permissions before every send
- Use a holdout group so the KPI shows real lift
- Document data sources, owners and retention
Build or learn this
Frequently asked questions
Are these public sector use cases client results?
No. They are illustrative design patterns. Real client work is published only with written approval and evidence.
Which Adobe products are involved?
Mostly Experience Platform, Real-Time CDP, Journey Optimizer and Customer Journey Analytics, with Web SDK for data collection.
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