Microsoft Dynamics 365 provides the tools to digitally transform local government and the public sector.

Numerous disparate spreadsheets, old Access databases and legacy systems are causing inefficiencies, unreliable data and impacting the service delivered to the public.

Microsoft’s release of Microsoft Dynamics 365 and its seamless integration with other applications on the Office 365 platform (including SharePoint, Yammer, OneDrive, Skype) allows Local Government / Public Sector organisations to empower their employees, use data intelligently and provide better engagements with the public. For those Local Government / Public Sector organisations already using Microsoft and especially Office 365, then Microsoft Dynamics 365 is the next step to improve internal processes and add more value to your existing investment.

One thing many Local Government / Public Sector organisations will likely agree about is the number of Excel spreadsheets (and other sources) holding similar information about your contacts / citizens / organisations that engage with you. Whether it be registration details, programmes and engagements or complaints and issues – it is rare to see all this information in one system.

This is where Microsoft Dynamics 365 can help. Microsoft Dynamics 365 is a Customer Relationship Management solution at its core – however it can be the framework for organisations to build applications and solutions centrally with point and click technology.

Core Local Government / Public Sector Functionality

  • Contact Management – record a centralised address book to store all organisations that engage with you including the individuals that work there. No longer have two copies of contact information that doesn’t match, Dynamics allows the organisation to own the data not the individuals.
  • Activity Management – track emails, tasks, appointments and phone calls against these contacts/accounts. Seamless integration to Outlook allows everyday communication to be centralised and tracked in Microsoft Dynamics 365 with a click of the button. Automation can also be introduced to auto track or auto create records (e.g. cases) when e-mails are received.
  • Case Management – the largest feature within the core Microsoft Dynamics 365 solution that could be used – either the standard out of the box deployment or a more bespoke customer service process. Enquires, complaints and issues can be logged, managed and controlled as it moves through the organisation from first contact to resolution. We will have future blogs on how Case Management can be used by local authorities.
  • Portals – improve engagement with self-service portals, share information with your contacts and improve administration and data entry by allowing these people to engage directly.
  • Mobile solutions – a free mobile app allows users to work on the road and have the information they require at their fingertips – across all devices.
  • Document Management – using SharePoint or have access to it but not getting the full potential? Access shared documents directly from a Contact or a Case form within Dynamics.
  • Workflow and processes – manage the different stages, guide users through the steps of a process and automate the non-value adding steps to improve efficiency and assist your workforce.
  • Business Intelligence – with all this information in one place, use interactive dashboards and charts to provide self-service reporting on live data. Using Dynamics provides your workforce the tools to interrogate the data and use the information to make better decisions. Power BI within Office 365 can also be used to provide interactive management dashboards that connect to multiple sources of data.
  • Development Frameworkthe big one! There will be several blogs on this but fundamentally, Dynamics gives you the platform to build line of business applications that are connected and benefit from all the features mentioned above. Drag and drop technology allows quick deployment, familiar interfaces and helps remove all the disparate Excel spreadsheets and legacy systems. See our case study on RQIA for more information.

What does Microsoft Dynamics 365 cost for Local Government?

What makes this an even better solution for Local Government / Public Sector is the cost of ownership. Microsoft have released new pricing (which will be explained in a future article) that provides the majority of your staff with this functionality for only a few pounds a month. The new, improved licensing structure means that users only pay for what they need access to – Case Management users will have a Customer Service App license (which replaces the old Professional license).

However, all users who need Microsoft Dynamics 365 for all the other features mentioned above could be paying just a few pounds per month! This gives Local Government / Public Sector organisations the opportunity to move from all their legacy unsupported solutions to a modern, intuitive and flexible Microsoft application integrated to the tools and applications they already use on a daily basis.

For more information on Microsoft Dynamics 365 for Local Government / Public Sector, please contact and follow our blog for more details.

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