Welcome!

IBM Cloud Authors: William Schmarzo, Yeshim Deniz, Elizabeth White, XebiaLabs Blog, Carl J. Levine

News Feed Item

State and Local Governments Adopt Microsoft Dynamics CRM to Improve Citizen Service Delivery

New customers announced at Microsoft's U.S. Public Sector CIO Summit leverage enterprise application platform to reduce costs and transform health and human services and public safety operations.

REDMOND, Wash., March 27, 2013 /PRNewswire/ -- Microsoft Corp. today announced four Microsoft Dynamics Customer Excellence Award winners and showcased eight unique customer approaches to using Microsoft Dynamics in the state and local government market. These customers join more than 500 state and local government organizations leveraging the power of the Microsoft Dynamics CRM platform to achieve cost savings, streamline operations and transform the delivery of citizen services.

(Logo: http://photos.prnewswire.com/prnh/20000822/MSFTLOGO)

"State and local government leaders are facing increasing pressure to cut costs while improving our nation's most critical services across public safety, healthcare and entitlement programs," said Amir Capriles, general manager, U.S. Public Sector Dynamics at Microsoft. "Our Customer Excellence Award winners are using Microsoft Dynamics CRM to solve complex business challenges, grow with constituent demands and replace legacy IT environments. We applaud their vision and leadership in driving significant impact for their constituents."

Faced with serious fiscal challenges and resource constraints, government, education and healthcare organizations are seeking alternatives to expensive legacy systems. Public sector leaders are increasingly turning to Microsoft Dynamics CRM because the solution empowers organizations to be more responsive to citizen needs at a fraction of the cost, and these four award winners — Louisiana Department of Health and Hospitals, Commonwealth of Virginia, Cancer Treatment Centers of America Inc. and Illinois Department of Corrections — are leading the way through their innovative deployments.

State and Local Governments

  • Innovative Service Delivery and Cost Savings: Commonwealth of Virginia. The commonwealth has modernized multiple agencies' business functions with Microsoft Dynamics CRM. Virginia decided to replace outdated, manual systems and processes by adopting a shared services environment, eliminating the need for customized agency solutions. The modernization has sped the processing of citizen services inquiries; eliminated outdated, unsupported software and hardware systems; and enabled staff to work on other, more strategic tasks. The agencies are now operating more efficiently, which benefits both the citizens of Virginia and other state agencies. Virginia continues its innovative and creative approach to improving customer service and is saving taxpayers' dollars in the process. Commonwealth of Virginia Governor Bob McDonnell summarized, "It makes the citizens happier; it makes our state employees happier because they can deliver better value and service to the customer. It's just a win-win."
  • Managing a Citywide Convention: City of Charlotte, N.C. Faced with hosting a large influx of visitors during the 2012 Democratic National Convention, the city needed to replace its manual permitting processes with a new solution. The city adopted Microsoft Dynamics CRM Online and tailored the permitting solution to meet the unique demands of hosting the convention. The deployment has enabled Charlotte to reduce the burden of maintenance on its IT resources, automate previously manual workflows and streamline the overall event application process.
  • Driving Up Jobs and Revenue: State of Indiana Economic Development Corp. (IEDC). Indiana and its economic development corporation have undertaken massive transformations that make the state more economically viable and improve responsiveness, accountability and efficiency. Bucking downturn trends, the state has attracted $6.4 billion in new economic development and 27,620 jobs. To achieve these results, the state improved collaboration and data access and automated processes by partnering with Crowe Horwarth International to deliver the Microsoft Dynamics CRM solution, enabling economic development staff to spend more time strengthening existing business relationships and pursuing prospective companies. Chad Pittman, executive vice president at IEDC, explained, "With the business process transformation and Microsoft Dynamics CRM implementation, IEDC doubled per-employee productivity and total deal flow while reducing the agency's annual budget allocation from $60 million to $40 million."

Justice and Public Safety Agencies

  • Unified Offender Case Management: County Commissioners Association of Pennsylvania. The courts, jails, district attorneys, and probation and parole offices that make up the criminal justice system previously maintained disparate case management systems. This wide range of applications lacked common standards, which led to duplicative data entries and made reporting and analysis very complex. As a result, the association developed a unified case management solution built on Microsoft Dynamics CRM. Combined with a set of Nation Information Exchange Model-compliant data standards, the platform improved information sharing at all levels of government and increased efficiency and accuracy throughout the offender lifecycle.
  • Advanced Information Sharing and Mobile Victim Notification: Indiana Department of Corrections (IDOC). The department is integrating technology services to improve communication between criminal justice partners and to better serve victims. Built on Microsoft Dynamics CRM, Indiana Statewide Automated Victim Information and Notification shares custody information about offenders with crime victims and citizens. The IDOC can now personalize notifications, giving them control over how and when they are notified and improving information that is provided to victims, law enforcement and other justice partners.
  • Reforming the Criminal Justice System: Illinois Department of Corrections (DOC). Guided by the governor's vision, Illinois is reforming the criminal justice system through a public-private partnership for the state's first cloud-based deployment, built on Microsoft Dynamics CRM Online. Illinois DOC selected the solution for its Offender-360 project to manage its statewide criminal justice population and help protect citizen safety. Illinois DOC is undergoing a phased rollout, anticipating 5,500 users of Offender-360 by the summer of 2013. The solution centralizes all information and intelligence on offenders to help staff make more effective and informed decisions regarding placement, rehabilitation and release. "This cutting-edge technology will give Illinois one of the most advanced criminal justice information systems in the country," said Illinois Governor Pat Quinn. "It will save Illinois' taxpayers millions of dollars while increasing public safety throughout the state."

Health and Human Services Agencies

  • Reimagined Health and Streamlined Delivery of Care: Louisiana Department of Health and Hospitals (DHH). Leveraging Microsoft Dynamics CRM, Louisiana DHH is modernizing case management for the Office of Adult and Aging Services, providing case workers and citizens with one solution for intake, assessment, electronic plan of care and ongoing case management. Microsoft Dynamics CRM will help Louisiana DHH consolidate more than 109 existing case management applications under a single platform, enabling a projected decrease in more than 40 percent of redundant tasks and programs. Louisiana DHH plans to use Dynamics CRM as part of its upcoming Medicaid eligibility modernization engagement with Deloitte Consulting to support Medicaid recipients across the state. "Innovation is occurring in all corners of our healthcare system where states have led the execution of nation's health IT agenda," said Bruce Greenstein, secretary, Louisiana DHH. "We must continue to push the entire healthcare community toward solutions that translate new technological capabilities into more efficient delivery of care and better health outcomes."
  • Rapid Hotline Response and Reduced Abuse: Florida Department of Children & Families Abuse Hotline. IBM leverages Microsoft Dynamics CRM to deliver a call-center solution for more efficient intake processes, online reporting and performance management functions to improve the experience for more than 200 hotline counselors and the quality of interaction with child protective investigators and law enforcement. As a result of using the platform, the hotline can more quickly respond to calls, help ensure greater data accuracy, and more effectively identify patterns of abuse and manage high-risk situations.
  • Inter-County Standardization and Care Coordination: Ohio Department of Developmental Disabilities (DODD). To transform a highly fragmented environment to a more seamless, coordinated system, the DODD chose Microsoft Dynamics CRM for its Imagine project. The new shared information system environment lets 18 region V counties, the Mideast Ohio Regional Council and its supporting council of government use shared administrative activities and standardized practices to deliver services to individuals with developmental disabilities.
  • Timely and Responsive Benefits: The State of Wisconsin Department of Health Services (DHS). CareDirector, built on Microsoft Dynamics CRM, will be used to manage the Aging and Disability Resource Centers across the state, including options and benefits counseling services, and to manage its Older Americans Act programs for nutrition, transportation and other services for seniors and people with disabilities. The system promises timely, responsive and transparent data for DHS' operations.
  • Greater Patient Care, Savings and Retention: Cancer Treatment Centers of America (CTCA). CTCA offers cancer patients an integrated care model that combines traditional medical care with therapies to help manage side effects, strengthen the immune system and improve quality of life. After implementing Microsoft Dynamics CRM, the CTCA can now more effectively maintain records, have a single view of the patient, integrate with ancillary systems and processes, and respond to growth and patient needs. Microsoft Dynamics CRM has resulted in significant cost savings and improved retention for CTCA.

Founded in 1975, Microsoft (Nasdaq "MSFT") is the worldwide leader in software, services and solutions that help people and businesses realize their full potential.

SOURCE Microsoft Corp.

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@ThingsExpo Stories
SYS-CON Events announced today that Infranics will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Since 2000, Infranics has developed SysMaster Suite, which is required for the stable and efficient management of ICT infrastructure. The ICT management solution developed and provided by Infranics continues to add intelligence to the ICT infrastructure through the IMC (Infra Management Cycle) based on mathemat...
SYS-CON Events announced today that Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze Sponsor” of SYS-CON's 20th Cloud Expo, which will take place on June 6-8, 2017 at the Javits Center in New York, New York. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 add...
What sort of WebRTC based applications can we expect to see over the next year and beyond? One way to predict development trends is to see what sorts of applications startups are building. In his session at @ThingsExpo, Arin Sime, founder of WebRTC.ventures, will discuss the current and likely future trends in WebRTC application development based on real requests for custom applications from real customers, as well as other public sources of information,
SYS-CON Events announced today that Cloudistics, an on-premises cloud computing company, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Cloudistics delivers a complete public cloud experience with composable on-premises infrastructures to medium and large enterprises. Its software-defined technology natively converges network, storage, compute, virtualization, and management into a ...
Now that the world has connected “things,” we need to build these devices as truly intelligent in order to create instantaneous and precise results. This means you have to do as much of the processing at the point of entry as you can: at the edge. The killer use cases for IoT are becoming manifest through AI engines on edge devices. An autonomous car has this dual edge/cloud analytics model, producing precise, real-time results. In his session at @ThingsExpo, John Crupi, Vice President and Eng...
In the enterprise today, connected IoT devices are everywhere – both inside and outside corporate environments. The need to identify, manage, control and secure a quickly growing web of connections and outside devices is making the already challenging task of security even more important, and onerous. In his session at @ThingsExpo, Rich Boyer, CISO and Chief Architect for Security at NTT i3, will discuss new ways of thinking and the approaches needed to address the emerging challenges of securit...
The taxi industry never saw Uber coming. Startups are a threat to incumbents like never before, and a major enabler for startups is that they are instantly “cloud ready.” If innovation moves at the pace of IT, then your company is in trouble. Why? Because your data center will not keep up with frenetic pace AWS, Microsoft and Google are rolling out new capabilities In his session at 20th Cloud Expo, Don Browning, VP of Cloud Architecture at Turner, will posit that disruption is inevitable for c...
SYS-CON Events announced today that Loom Systems will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Founded in 2015, Loom Systems delivers an advanced AI solution to predict and prevent problems in the digital business. Loom stands alone in the industry as an AI analysis platform requiring no prior math knowledge from operators, leveraging the existing staff to succeed in the digital era. With offices in S...
There are 66 million network cameras capturing terabytes of data. How did factories in Japan improve physical security at the facilities and improve employee productivity? Edge Computing reduces possible kilobytes of data collected per second to only a few kilobytes of data transmitted to the public cloud every day. Data is aggregated and analyzed close to sensors so only intelligent results need to be transmitted to the cloud. Non-essential data is recycled to optimize storage.
As businesses adopt functionalities in cloud computing, it’s imperative that IT operations consistently ensure cloud systems work correctly – all of the time, and to their best capabilities. In his session at @BigDataExpo, Bernd Harzog, CEO and founder of OpsDataStore, will present an industry answer to the common question, “Are you running IT operations as efficiently and as cost effectively as you need to?” He will expound on the industry issues he frequently came up against as an analyst, and...
In his General Session at 16th Cloud Expo, David Shacochis, host of The Hybrid IT Files podcast and Vice President at CenturyLink, investigated three key trends of the “gigabit economy" though the story of a Fortune 500 communications company in transformation. Narrating how multi-modal hybrid IT, service automation, and agile delivery all intersect, he will cover the role of storytelling and empathy in achieving strategic alignment between the enterprise and its information technology.
"I think that everyone recognizes that for IoT to really realize its full potential and value that it is about creating ecosystems and marketplaces and that no single vendor is able to support what is required," explained Esmeralda Swartz, VP, Marketing Enterprise and Cloud at Ericsson, in this SYS-CON.tv interview at @ThingsExpo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Microservices are a very exciting architectural approach that many organizations are looking to as a way to accelerate innovation. Microservices promise to allow teams to move away from monolithic "ball of mud" systems, but the reality is that, in the vast majority of organizations, different projects and technologies will continue to be developed at different speeds. How to handle the dependencies between these disparate systems with different iteration cycles? Consider the "canoncial problem" ...
SYS-CON Events announced today that HTBase will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. HTBase (Gartner 2016 Cool Vendor) delivers a Composable IT infrastructure solution architected for agility and increased efficiency. It turns compute, storage, and fabric into fluid pools of resources that are easily composed and re-composed to meet each application’s needs. With HTBase, companies can quickly prov...
SYS-CON Events announced today that SoftLayer, an IBM Company, has been named “Gold Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. SoftLayer, an IBM Company, provides cloud infrastructure as a service from a growing number of data centers and network points of presence around the world. SoftLayer’s customers range from Web startups to global enterprises.
Keeping pace with advancements in software delivery processes and tooling is taxing even for the most proficient organizations. Point tools, platforms, open source and the increasing adoption of private and public cloud services requires strong engineering rigor - all in the face of developer demands to use the tools of choice. As Agile has settled in as a mainstream practice, now DevOps has emerged as the next wave to improve software delivery speed and output. To make DevOps work, organization...
China Unicom exhibit at the 19th International Cloud Expo, which took place at the Santa Clara Convention Center in Santa Clara, CA, in November 2016. China United Network Communications Group Co. Ltd ("China Unicom") was officially established in 2009 on the basis of the merger of former China Netcom and former China Unicom. China Unicom mainly operates a full range of telecommunications services including mobile broadband (GSM, WCDMA, LTE FDD, TD-LTE), fixed-line broadband, ICT, data communica...
SYS-CON Events announced today that CA Technologies has been named “Platinum Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY, and the 21st International Cloud Expo®, which will take place October 31-November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. CA Technologies helps customers succeed in a future where every business – from apparel to energy – is being rewritten by software. From ...
SYS-CON Events announced today that MobiDev, a client-oriented software development company, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place June 6-8, 2017, at the Javits Center in New York City, NY, and the 21st International Cloud Expo®, which will take place October 31-November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. MobiDev is a software company that develops and delivers turn-key mobile apps, websites, web services, and complex softw...
SYS-CON Events announced today that Cloud Academy will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Cloud Academy is the industry’s most innovative, vendor-neutral cloud technology training platform. Cloud Academy provides continuous learning solutions for individuals and enterprise teams for Amazon Web Services, Microsoft Azure, Google Cloud Platform, and the most popular cloud computing technologies. Ge...