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Posted: 6/3/2014
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Orange County Sheriff's Department Sheriffs department powers risk management with CRM platform

The men and women of the Orange County Sheriff's Department (OCSD) are dedicated to protecting the more than three million residents of the coastal county just south of Los Angeles. A key part of providing this protection requires minimizing or mitigating risk for both citizens and officers.

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* As we bring more data into Microsoft Dynamics CRM, we are able to make increasingly better decisions. The system keeps getting better and better. *

Paul D’Auria
Captain
Orange County Sheriff’s Department

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Risk management has had its challenges, however. The department has historically relied on separate, paper-based processes across its tracking and management of commendations and complaints, traffic collisions, workers’ compensation, internal affairs, and use of force, greatly limiting the department’s ability to analyze and correlate data.

Choosing Microsoft Dynamics CRM

In 2012, the OCSD decided to bring these silos together and began looking for a technology platform that could help aggregate and analyze information. To this end, the department chose to deploy Microsoft Dynamics CRM, in part for the system’s flexibility to support a wide range of departmental processes.

The department deployed its first application, a commendation and complaints system based on Microsoft Dynamics CRM, in May of 2012. The department has since expanded the deployment to cover traffic collisions, workers’ compensation, internal affairs, and use of force—effectively bringing together the once-disparate silos to gain insight into risk and even determine personal history indexes for its officers.

Taking advantage of the flexibility of Microsoft Dynamics CRM, the department has also used the system to build applications for caseload management for internal affairs, canine team tracking, risk management claims, and ICE (immigration and customs enforcement) detainee logs.

Enabling Flexibility and Efficiencies

The flexibility of Microsoft Dynamics CRM enables the OCSD to accommodate additional business processes with ease. In the near future, the department plans to use Microsoft Dynamics CRM to track employee training and to collect data related to vehicle pursuits.

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* We are constantly being asked to make more applications because we are able to do it so quickly compared to traditional development. *

Dave Jamriska
Admin Manager
Orange County Sheriff’s Department

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Dave Jamriska, Admin Manager for the Orange County Sheriff’s Department, says, “Now that we’ve laid the framework with Microsoft Dynamics CRM, it’s very easy to roll out new components. We are constantly being asked to make more applications because we are able to do it so quickly compared to traditional development.”

With each process brought onto the system, the department automates additional tasks and significantly streamlines the related workflows. “We’re getting a lot of positive feedback about how much easier certain processes are,” says Jamriska. “It used to be that when you filled out a claim for workers’ comp, for example, you would fill out multiple forms by pen. Now you type it in once, and all the forms are filled out automatically.”

Efficiencies are also seen at the executive level. Paul D’Auria, Captain for the Orange County Sheriff’s Department, says, “We can now get any view of the information we need, enabling us to cut down on the related labor hours because we are no longer having to call people and ask for information.”

Mitigating Risk to Officers and Citizens

Insight gleaned from Microsoft Dynamics CRM helps the department understand and mitigate risk, implementing policies and taking precautions that reduce risk to both officers and citizens.

“Microsoft Dynamics CRM is providing us with a better tool to manage our risk,” says Chris Corn, Sergeant for the Orange County Sheriff’s Department. “If we notice things that aren’t going as well as they could, we know a lot sooner now and can take care of those issues.”

After training records are brought onto the system, the department will be able to understand the correlation between an employee’s training and other factors, such as use of force, and then adjust its training programs as needed.

Says D’Auria, “As we bring more data into Microsoft Dynamics CRM, we are able to make increasingly better decisions. The system keeps getting better and better.”

Providing Transparency

By capturing a range of operational data in a single system, the OCSD has also been able to provide a newfound transparency to the press, its public oversight committee (the Office of Independent Review), and the public itself.

“We get a lot of questions from the public and other entities around our use of force or workers’ comp,” says Corn. “Microsoft Dynamics CRM gives us access to the information we need so we can answer those questions with actual data rather than just talking off the cuff.”

D’Auria adds, “From before deploying Microsoft Dynamics CRM to now, public trust in the department has increased.”

This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Document published June 2014

Solution Overview



Organization Size: 4000 employees

Results
  • Enable flexibility and efficiencies
  • Mitigate risk to officers and citizens
  • Provide transparency

Software and Services
Microsoft Dynamics CRM 2011

Vertical Industries
  • Public Safety & Justice
  • Local Government Agencies

Country/Region
United States

Languages
English

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