Welcome!

IBM Cloud Authors: Kevin Jackson, Fouad Khalil, XebiaLabs Blog, Elizabeth White, Sematext Blog

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 Virginia decided to replace outdated, manual systems and processes by adopting a shared services environment, eliminating the need for customized agency solutions.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
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 19th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The Internet of Things (IoT) is the most profound change in personal and enterprise IT since the creation of the Worldwide Web more than 20 years ago. All major researchers estimate there will be tens of billions devices - comp...
DevOps at Cloud Expo, taking place Nov 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 19th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long dev...
Data is the fuel that drives the machine learning algorithmic engines and ultimately provides the business value. In his session at Cloud Expo, Ed Featherston, a director and senior enterprise architect at Collaborative Consulting, will discuss the key considerations around quality, volume, timeliness, and pedigree that must be dealt with in order to properly fuel that engine.
19th Cloud Expo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterpri...
There is growing need for data-driven applications and the need for digital platforms to build these apps. In his session at 19th Cloud Expo, Muddu Sudhakar, VP and GM of Security & IoT at Splunk, will cover different PaaS solutions and Big Data platforms that are available to build applications. In addition, AI and machine learning are creating new requirements that developers need in the building of next-gen apps. The next-generation digital platforms have some of the past platform needs a...
SYS-CON Events announced today Telecom Reseller has been named “Media Sponsor” of SYS-CON's 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Telecom Reseller reports on Unified Communications, UCaaS, BPaaS for enterprise and SMBs. They report extensively on both customer premises based solutions such as IP-PBX as well as cloud based and hosted platforms.
The 19th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Digital Transformation, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportuni...
With so much going on in this space you could be forgiven for thinking you were always working with yesterday’s technologies. So much change, so quickly. What do you do if you have to build a solution from the ground up that is expected to live in the field for at least 5-10 years? This is the challenge we faced when we looked to refresh our existing 10-year-old custom hardware stack to measure the fullness of trash cans and compactors.
The emerging Internet of Everything creates tremendous new opportunities for customer engagement and business model innovation. However, enterprises must overcome a number of critical challenges to bring these new solutions to market. In his session at @ThingsExpo, Michael Martin, CTO/CIO at nfrastructure, outlined these key challenges and recommended approaches for overcoming them to achieve speed and agility in the design, development and implementation of Internet of Everything solutions wi...
Cloud computing is being adopted in one form or another by 94% of enterprises today. Tens of billions of new devices are being connected to The Internet of Things. And Big Data is driving this bus. An exponential increase is expected in the amount of information being processed, managed, analyzed, and acted upon by enterprise IT. This amazing is not part of some distant future - it is happening today. One report shows a 650% increase in enterprise data by 2020. Other estimates are even higher....
Today we can collect lots and lots of performance data. We build beautiful dashboards and even have fancy query languages to access and transform the data. Still performance data is a secret language only a couple of people understand. The more business becomes digital the more stakeholders are interested in this data including how it relates to business. Some of these people have never used a monitoring tool before. They have a question on their mind like “How is my application doing” but no id...
Identity is in everything and customers are looking to their providers to ensure the security of their identities, transactions and data. With the increased reliance on cloud-based services, service providers must build security and trust into their offerings, adding value to customers and improving the user experience. Making identity, security and privacy easy for customers provides a unique advantage over the competition.
Smart Cities are here to stay, but for their promise to be delivered, the data they produce must not be put in new siloes. In his session at @ThingsExpo, Mathias Herberts, Co-founder and CTO of Cityzen Data, will deep dive into best practices that will ensure a successful smart city journey.
SYS-CON Events announced today that 910Telecom will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Housed in the classic Denver Gas & Electric Building, 910 15th St., 910Telecom is a carrier-neutral telecom hotel located in the heart of Denver. Adjacent to CenturyLink, AT&T, and Denver Main, 910Telecom offers connectivity to all major carriers, Internet service providers, Internet backbones and ...
I wanted to gather all of my Internet of Things (IOT) blogs into a single blog (that I could later use with my University of San Francisco (USF) Big Data “MBA” course). However as I started to pull these blogs together, I realized that my IOT discussion lacked a vision; it lacked an end point towards which an organization could drive their IOT envisioning, proof of value, app dev, data engineering and data science efforts. And I think that the IOT end point is really quite simple…
Pulzze Systems was happy to participate in such a premier event and thankful to be receiving the winning investment and global network support from G-Startup Worldwide. It is an exciting time for Pulzze to showcase the effectiveness of innovative technologies and enable them to make the world smarter and better. The reputable contest is held to identify promising startups around the globe that are assured to change the world through their innovative products and disruptive technologies. There w...
Personalization has long been the holy grail of marketing. Simply stated, communicate the most relevant offer to the right person and you will increase sales. To achieve this, you must understand the individual. Consequently, digital marketers developed many ways to gather and leverage customer information to deliver targeted experiences. In his session at @ThingsExpo, Lou Casal, Founder and Principal Consultant at Practicala, discussed how the Internet of Things (IoT) has accelerated our abil...
Is the ongoing quest for agility in the data center forcing you to evaluate how to be a part of infrastructure automation efforts? As organizations evolve toward bimodal IT operations, they are embracing new service delivery models and leveraging virtualization to increase infrastructure agility. Therefore, the network must evolve in parallel to become equally agile. Read this essential piece of Gartner research for recommendations on achieving greater agility.
SYS-CON Events announced today that Venafi, the Immune System for the Internet™ and the leading provider of Next Generation Trust Protection, will exhibit at @DevOpsSummit at 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Venafi is the Immune System for the Internet™ that protects the foundation of all cybersecurity – cryptographic keys and digital certificates – so they can’t be misused by bad guys in attacks...
For basic one-to-one voice or video calling solutions, WebRTC has proven to be a very powerful technology. Although WebRTC’s core functionality is to provide secure, real-time p2p media streaming, leveraging native platform features and server-side components brings up new communication capabilities for web and native mobile applications, allowing for advanced multi-user use cases such as video broadcasting, conferencing, and media recording.