Local Government Improves Internal Communications by Implementing a CRM Solution

The Yaroslavl region, comprising of 290 institutions and covering the executive and local government bodies needed to enhance collaboration and efficiency. To this end, it implemented an inter-agency electronic communications developed by TOPS Consulting and powered by Microsoft Dynamics CRM 2011. This technical solution is part of the regional integrated information system known as "State Services - Yaroslavl region" (RIIS SS-YR). The system currently has 800 users.

Situation

To develop an information society within the Yaroslavl region, the local Government established SUE YR Electronic Region under Resolution No. 800-p, on October 28, 2010.

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*Microsoft Dynamics CRM 2011 provides the executive and local government agencies with an efficient, responsive and robust communications tool that promotes close collaboration with other federal executive bodies.*

Natalya Emelianova
Deputy Director
IT Department of the Yaroslavl region

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At the end of 2011, the Government of the Yaroslavl region issued Resolution No. 1107-p entitled "On the Change in the Legal Form of the SUE YR Electronic Region." As of January 20, 2012, the company began operating as the SUE YR Electronic Region, the state-run enterprise of the Yaroslavl region. Its main primary responsibilities are: to issue, provide and service the Universal Electronic Cards (UEC); to be the operator of the regional inter-institutional electronic communications system, the electronic government infrastructure operator in the Yaroslavl region as well as be the regional navigation network operator.

In order to meet the requirements specified by Article 7 of Federal Law No. 210-ФЗ dated July 27, 2010 (elimination of practice to request documents from an applicant already held by the authorities at different

levels), a technical solution was developed with the direct participation of TOPS Consulting, using Microsoft Dynamics CRM 2011.

Essentially, Microsoft Dynamics CRM 2011 would enhance inter-agency communications between the regional executive bodies (REB), local government bodies (LGB), federal executive bodies (FEB) and non-budgetary organizations using the inter-institutional communications system (IICS).

The main benefits of the regional integrated information system "State Services - Yaroslavl region" (RIIS SS-YR), powered by Microsoft Dynamics CRM, include manageability of the inter-institutional communications process, independence from external impacts, adequate and reasonable financial investments and system maintenance costs.

Solution

At the time when the Yaroslavl region was looking for a CRM solution, it had already been using Microsoft Dynamics CRM 2011, providing different services via a regional portal.

"We decided not to wait for Rostelecom (a telecommunications operator in Russia), to develop a regional solution. At that time, we already gained highly-professional operational competences related to Microsoft Dynamics CRM 2011. In order to have as much expertise as possible, we added more specialists to the team, and additional licenses were purchased. In my view, it made economic and strategic sense to use the capabilities of the existing platform in order to bolster our electronic communications capability," says Natalya Emelianova, Deputy Director, IT Department of the Yaroslavl region.

Technically speaking, Microsoft Dynamics CRM 2011 meets all the requirements for an information system, providing access to the services of the inter-institutional electronic communications system. The system can handle large amounts of data quickly, offers an intuitive, easy-to-use interface, and functionality to create separate access rights. Other main benefits include data integrity and security, high level technical support, reporting functionality using standard CRM tools and ability to implement business processes.

A universal service was developed for inter-regional communications between executive and local government bodies with around 30 access components to the services of the federal executive bodies (FEB) and 15 – to REBs. This is to comply with the state order placed with Electronic Region, the state-run enterprise of the Yaroslavl region, the authorized operator of the regional information inter-institutional electronic communications system and the infrastructure operator of the Yaroslavl region electronic government, and within the frameworks of the regional integrated information system "State Services - Yaroslavl region" (RIIS SS-YR).

TOPS Consulting implemented a subsystem of electronic services, providing information from REB/LGB to the FEBs and access to the FTS debt information service. The technical solution developed by TOPS Consulting is powered by Microsoft Dynamics CRM 2011, and is part of the regional integrated information system "State Services - Yaroslavl region."

Two services have been implemented with different data transfer types:

  • data set transfer electronic service

  • electronic transfer service for copies of documents and attachments

The services developed by the TOPS Consulting team provided the following features:

  • request data receipt and visualization through the electronic service published in the RIICS

  • processing of requests received through the above-mentioned services and provisioning of responses to them via the respective data inputs

  • electronic signature of the responsible officer and body for the responses

Formation of the request data printed forms and responses to these requests.

“Microsoft Dynamics CRM 2011 provides the executive and local government agencies with an efficient, responsive and robust communications tool that promotes close collaboration with other federal executive bodies,” says Natalya Emelianova, Deputy Director, IT Department of the Yaroslavl region.

The RIIS SS-YR succeeded in deploying the basic components and is currently expanding its services, providing information through the IICS. Allowing access to all federal authorities, there are plans are to implement an additional 34 services. The inter-regional communications have been fully implemented with RIIS SS-YR.

Benefits

Currently, the RIIS SS-YR is used by 290 regional institutions or 100% of the executive authorities and local government bodies. 20 electronic services were developed and deployed, providing information from the federal executive bodies, delivering a comprehensive collaborative service for regional and local government institutions. 10 more services are in the development and acceptance stages. As of July 1, 2012, the RIIS SS-YR has been used in thousands of inter-institutional requests. The system has around 800 current users, and their number is growing.

"User pooling has helped us to create requirements for system improvements and changes in the architecture. We also plan to reduce the load with our Technical Support Desk. This could help us free a part of the technical support resources in the state-run enterprise Electronic Region (the regional electronic government operator) and engage them in other tasks such as training and consulting users. Finally, integration of the RIIS SS-YR with the automated information system of the multifunctional center (AIS MFC) will be a major development milestone, providing public services via the MFC as well," she adds.

Microsoft Dynamics
Microsoft Dynamics is a line of integrated, adaptable business management solutions that enables you and your people to make business decisions with greater confidence. Microsoft Dynamics works like familiar Microsoft software such as Microsoft Office, which means less of a learning curve for your people, so they can get up and running quickly and focus on what’s most important. And because it is from Microsoft, it easily works with the systems that your company already has implemented. By automating and streamlining financial, customer relationship, and supply chain processes, Microsoft Dynamics brings together people, processes, and technologies, increasing the productivity and effectiveness of your business, and helping you drive business success. 

For more information about Microsoft Dynamics, go to:
www.microsoft.com/dynamics

For More Information

For more information about Microsoft products and services, call the Microsoft Sales Information Center at (800) 426-9400. In Canada, call the Microsoft Canada Information Centre at (877) 568-2495. Customers in the United States and Canada who are deaf or hard-of-hearing can reach Microsoft text telephone (TTY/TDD) services at (800) 892-5234. Outside the 50 United States and Canada, please contact your local Microsoft subsidiary. To access information using the World Wide Web, go to:
www.microsoft.com

For more information about TOPS Consulting products and services visit the website at:
http://www.tops.ru

For more information about Yaroslavl region products and services visit the website at:
http://www.yarregion.ru/eng/default.aspx

This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.
Taille de l'entreprise du client: Small Organization
Secteur: Intergovernmental Organizations
Pays ou région: Russia
Solutions:
  • Microsoft Dynamics CRM 2011
  • Microsoft Dynamics CRM
Profil de l'organisation:

Electronic Region (SR YR Electronic Region) is the operator of the regional inter-institutional electronic communications system in the Yaroslavl region.

Situation de l'entreprise:

The local government in the Yaroslavl region was having difficulty in having a comprehensive and cohesive communications solution that would promote communication among its different administrative bodies in the area.

Avantages:
  • Low Total Cost of Ownership (TCO)

  • Enhanced inter-agency collaboration

  • Effective communications tool

  • User-friendly interface

  • Easily process large amounts of data

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