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Using Salesforce to Modernize USDA Applications | Client Story | ICF

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Using Salesforce to Modernize USDA Applications | Client Story | ICF Skip to main content Back Industries Powerful solutions that drive innovation and deliver results. Our Expertise Utilities Disaster management Transportation Aviation Federal health Energy Environmental services and infrastructure Climate resilience Community and economic development U.S. federal State and local government UK government European government Client stories See how we help fast-changing industries succeed. Back Capabilities Applying technology and expertise to deliver bold, lasting impact. Technology Digital modernization Artificial intelligence Data and analytics Experience and design Cloud Cybersecurity Partner ecosystem Solutions Program implementation Strategy and innovation Workforce and change management Policy and regulatory Grants management Strategic communications ICF Fathom Explore our suite of AI solutions and services Strategic agency for engagement and transformation. Back Insights Stay ahead with research, insights, and success stories developed by industry experts. Trending topics Using AI against fraud, waste, and abuse AI innovation Grid modernization Workforce development Extreme weather resilience Latest thinking Articles Client stories News Reports Webinars Smart charts Top federal AI trends New findings for 2025 The impact of rapid demand growth Key recommendations for utilities Back About A leading global company turning data into insights and innovation into impact. About ICF News Leadership History Corporate Citizenship Ethics and compliance Data privacy Contracts Locations Europe and U.K. Learn about our work with governments, businesses, and organizations in Europe and the U.K. Need help or want to learn more?  Contact us Careers Investors Popular Searches Federal IT modernization Artificial intelligence Disaster mitigation Energy efficiency Federal health Featured Learn more Federal IT modernization services Subscribe to modernization insights Subscribe

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Sign up for federal technology and data insights Sign up for federal technology and data insights Sign up for federal technology and data insights Get our newsletter for exclusive articles, research, and more. Get our newsletter for exclusive articles, research, and more. Get our newsletter for exclusive articles, research, and more. Subscribe now Client stories Leading the way for IT modernization at the USDA with Salesforce The United States Department of Agriculture’s Digital Service Center is now a Salesforce Center of Excellence.

RESULTS AT A GLANCE 3000+ service requests managed annually 50+ Salesforce applications Our team started implementing low-code Salesforce applications for the United States Department of Agriculture (USDA). USDA created the Digital Services Center (DSC) to partner with its internal agencies and assist with digital cloud platform adoption.

Challenge As with other government agencies, USDA needed to embrace digital transformation in order to overhaul citizen experience, improve employee productivity, and digitize legacy processes.

USDA was looking for a solution to eliminate the typical bottlenecks that slow federal agencies down and pave the way for rapid modernization. The goal is to provide citizen-facing services that are easy to adopt, easy to use, and quickly deployed.

Solution highlights Cloud Human-centered design Low-code/No-code Solution Our team started by modernizing case management applications used by employees. Once those proved successful—and the internal stakeholders grew more comfortable with the Software as a Service (SaaS) model—USDA adopted Salesforce as a platform for all external, citizen-facing applications.

We now provide a full spectrum of services—including architecture and planning, implementation, FedRAMP advancement, release and configuration management, platform management and application, as well as O&M and Help Desk support—as the DSC has been the catalyst for the wholesale modernization of USDA applications.

While managing an average case volume of over 3000 annual service requests, we also support an entire ecosystem of Salesforce products such as Service Cloud for Lightning Experience, Customer and Partner Community, MuleSoft integration platform, Tableau CRM, Einstein Analytics, and Customer Portals. In addition, our team provides platform encryption and securitization, single sign-on using PIV card-enabled USDA e-Auth, and integration with federal systems such as pay.gov.

Agencies and AI: See the latest data 41% of federal leaders are running small-scale AI pilots. What’s holding them back from large-scale adoption? Download the report Results We supported the DSC’s growth from a single Salesforce app to more than 50 applications across 15 agencies at USDA. Our team continues to support the agency’s rapid application modernization and SaaS adoption. Modernization at this scale would not have been possible without the DSC serving as the central hub of digital transformation.

Using the entire Salesforce ecosystem further enhanced the value of the platform. The DSC has delivered millions of dollars of savings to the USDA through standardization of tools and processes, scalability, and application reusability.

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