Civilian, Defense and National Security Agencies Adopt Microsoft Dynamics CRM to Improve Service Delivery and Cut Costs
April 17, 2013
U.S. Department of Veterans Affairs highlights advanced veteran service improvements, and Microsoft announces 10 agencies realizing White House digital government strategy with Microsoft Dynamics CRM.

WASHINGTON — April 17, 2013 — Microsoft Corp. today announced the U.S. Air Force and the U.S. Department of Veterans Affairs (VA) as recipients of this year’s Microsoft Dynamics Customer Excellence award. The award is presented annually to Microsoft Dynamics customers that most effectively use technology to transform their organizations. Microsoft also announced 10 additional federal approaches to using the solution, and these customers have joined more than 200 federal organizations that have moved to the Microsoft Dynamics platform to accomplish strategic modernization initiatives amid limited budget environments.

In addition to reducing costs, federal government organizations are adopting Microsoft Dynamics CRM to better align with Executive Order 13571, which calls for agencies to embrace technologies to more efficiently provide citizen services. Federal leaders are leveraging the platform in place of expensive legacy systems in an effort to modernize their infrastructures and streamline operations.

“Federal government leaders are balancing the reality of significant budget cuts with the need to meet increasing citizen service expectations in this era of digital government,” said Greg Myers, vice president, U.S. Federal Government at Microsoft. “A number of agencies are adopting Microsoft Dynamics CRM to overcome complex challenges, cut costs and modernize legacy IT environments. We applaud their vision and leadership in driving a significant impact for their constituents.”

Award Winners Recognized for Transforming, Innovating

The Microsoft Dynamics Customer Excellence award is annually presented to Microsoft Dynamics customers that most effectively use technology to transform their organizations. This year’s recipients include the following:

• The U.S. Department of Veterans Affairs (VA) transformed the Veterans Benefits Administration National Call Centers and its Pension Call Center by using Microsoft Dynamics CRM. Through the VA’s Veterans Relationship Management (VRM) initiative, the VA used Microsoft Dynamics CRM to integrate access to 13 different databases, which previously had to be individually queried and are now viewed simultaneously. This not only makes the call agents’ jobs easier, enabling them to recall veteran information more quickly, it also gives veterans timely access to healthcare, claims status and business information. “Microsoft Dynamics has helped VRM provide a platform to help millions of veterans and their families each year,” said Maureen Ellenberger, director of VRM. “To date, over 1 million calls have been better supported using CRM. We are already planning expanded deployments to other VA call centers.” In addition, the Federal Case Management Tool (FCMT), also built on Microsoft Dynamics CRM, is greatly supporting wounded warriors as they transition into VA care. The modernization of the VRM and FCMT programs has enabled the VA to strengthen its services to veterans.

• The United States Air Force continues its role as a visionary leader using information technology to project global military power through air, space and cyberspace. The implementation of Microsoft Dynamics CRM helps the Air Force to create, manage and advance its capabilities in workforce management, mission planning, event management and visitor access and to offer more efficient access to personnel records, resulting in improved mission execution.

Federal Government Agencies Leveraging Microsoft Dynamics CRM

Microsoft also announced that additional federal customers have joined more than 200 federal government organizations using Microsoft Dynamics CRM to achieve cost savings, help preserve safety and security, and streamline service delivery to improve constituent experiences.

• Microsoft supports the Office of the Secretary of Defense, the Joint Chiefs of Staff, all military departments and the Unified Combatant Commands in their mission to deter war and protect the security of the United States. These organizations use Microsoft Dynamics solutions for intelligence gathering, mission planning, operations, workforce management, onboarding, correspondence and targeted outreach, task management, and more.

• In support of multiple Department of Homeland Security (DHS)-wide initiatives, a cloud-based software as a service (SaaS) solution is being deployed using the Microsoft Dynamics CRM platform. This SaaS offering deploys and scales business operations such as records management, scheduling, reporting, tracking campaigns, mission and workforce activities, and budgets. Within the DHS, Microsoft Dynamics CRM is used by the Transportation Security Administration, Federal Emergency Management Agency, Customs and Border Protection, Immigration and Customs Enforcement, and U.S. Coast Guard.

• The Risk Management Agency (RMA) of the United States Department of Agriculture provides insurance to help preserve the economic stability of America’s farmers and ranchers. In deploying Microsoft Dynamics CRM, the RMA has access to a more comprehensive view of each participant in its agricultural insurance program and individualized dashboards for better insight across its operations. As a result of the implementation, RMA has strengthened compliance and can handle key reporting tasks five times faster than on the previous system.

• As a member of the Farm Credit System, AgFirst provides funding and services to 22 affiliated agricultural credit associations in 15 states in the eastern United States and Puerto Rico. In turn, these agriculture credit associations serve more than 80,000 eligible farmers, ranchers and agribusinesses. The associations needed to strengthen their customer relationships to retain and grow loan portfolios and to deploy an economical yet robust solution that met each association’s unique business needs. To date, AgFirst has achieved significant business and operational benefits including $2 million in cost savings for member associations AgChoice Farm Credit and MidAtlantic Farm Credit, more efficient loan processing, improved customer service shown through customer satisfaction ratings of 98 to 100 percent, and enhanced lending decisions.

• Nearly 200,000 Peace Corps volunteers have served in 139 host countries to work on issues ranging from AIDS education to information technology and environmental preservation. To support its mission, the Peace Corps built unique solutions on Microsoft Dynamics CRM. To leverage the reusability and investment in the Dynamics platform, the Peace Corps is automating its grants management process to support a modernization strategy that incorporates several line-of-business practices across the organization. As a result, the Peace Corps is lowering costs, improving business processes and more effectively upholding its mission.

• The U.S. Department of State leverages Microsoft Dynamics CRM for its Tracking Responses and Inquiries for Passports (TRIP) solution. TRIP supports the Consular Systems and Technology mission of maintaining records of passport applicants who call the National Passport Information Center to inquire about their passport application status. The solution provides highly secure and accurate access information, allowing customer service representatives to more efficiently review Travel Document Issuance System passport application records. The customer service representatives are now able to more effectively search case history, ensure greater collaboration across departments and deliver higher-quality service.

INTERPOL Washington supports almost 18,000 U.S. law enforcement agencies and 189 member countries seeking assistance in investigations of fugitives, financial fraud, drug violations, terrorism and violent crimes. For INTERPOL Washington, the mission is particularly daunting with more than 2,000 daily inquiries related to criminal activity across the globe. In partnership with Microsoft Consulting Service, INTERPOL Washington deployed a solution built on Microsoft Dynamics CRM to automate case tasks, more efficiently allocate personnel resources and resolve caseloads that have grown by 33 percent over previous years.

• The Bureau of Indian Affairs (BIA) Division of Human Services turned to Hitachi Consulting to implement a full life-cycle case management solution, built on Microsoft Dynamics CRM, which has helped the BIA automate data management and access, streamline operations, and integrate with other organizational units to allow case workers to be significantly more efficient and productive in providing social services for those in need. “The impact we make goes far beyond business efficiency,” said Sue Settles, chief, Division of Human Services BIA. “With this new system, our social workers are able to deliver our programs more effectively in some of the most isolated and economically depressed areas of the United States.”

• To gain a holistic view of members, services and needs, the Choctaw Nation of Oklahoma, which serves 200,000 members worldwide, deployed Microsoft Dynamics CRM with the help of Microsoft partner Artic IT Inc. Members receive faster service, and the tribe’s care agents, IT staff and elected leaders benefit from a solution that is easy to use, tailor and manage independently of third parties. Microsoft Dynamics CRM is now a pivotal element in the 100-year plan to ensure the success of the Choctaw people.

More about Microsoft Dynamics and its impact in federal government can be found at the Microsoft in Government website.

About Microsoft Dynamics

At the heart of every successful organization are the people who make things happen. Microsoft Dynamics designs modern business solutions that empower individuals with intuitive tools that allow them to do their best work. Our proactive, easy-to-use business applications adapt to the way people and systems work, enabling organizations to rapidly deploy and be forward-looking in an ever-changing world.

About Microsoft

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

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