Government gets lean and modern through CRM technology

18 April 2013 | Amir Capriles, General Manager, U.S. Public Sector for Microsoft Dynamics

​U.S. government organizations at all levels are facing extreme budget challenges combined with pressure to deliver better citizen services. Improving service delivery at a time when resources are scarce is a tall task, and the only way to get there is to embrace proven technologies that help organizations streamline processes while providing better insight into citizen needs. The good news is that modern technology solutions hold incredible promise in this area. In fact, Gartner recommends that government agencies leverage enterprise commercial-off-the-shelf (COTS) case management tools to improve program outcomes, and predicts that by 2016, more than 50 percent of legacy government case management applications will be replaced with enterprise COTS solutions.

At Microsoft, we work with visionary secretaries, commissioners, mayors and CIOs at the federal, state, and local levels that are already putting this vision into practice. Today at our Federal Executive Forum in Washington, D.C., we announced 21 new U.S. federal government organizations that are leveraging the Microsoft Dynamics CRM platform to modernize their business functions, lower their IT costs, and drive new operational efficiencies.

A few of the great examples include the U.S. Department of Veterans Affairs (VA), which is using Microsoft Dynamics CRM in the Veterans Benefits Administration (VBA) National Call Centers (NCCs) and its Pension Call Center. Through VA’s Veterans Relationship Management (VRM) initiative, Dynamics CRM was used to integrate access to 13 different databases which previously had to be queried individually and are now viewed simultaneously. This not only makes the call agents’ job easier, enabling them to recall Veteran information more quickly, it gives millions of Veterans timely access to health care, claims status and business information.
At the state and local government level, the Indiana Economic Development Corporation (IEDC) leverages Dynamics CRM to reduce its annual budget allocation from $60 million to $40 million, all while doubling employee productivity. Similarly, the Commonwealth of Virginia modernized several agencies’ business functions by replacing outdated, manual systems and processes with a shared services environment powered by Microsoft Dynamics.
More than 200 federal and 500 state and local government organizations are using the Dynamics CRM platform to deliver on their goals of a leaner, modernized organization. These customers are leading the way in the public sector and serve as great examples for others looking to achieve cost savings, streamline their operations, and improve service delivery to constituents. If you’d like to learn more, I encourage you to read yesterday’s press release.
Amir Capriles
General Manager, U.S. Public Sector for Microsoft Dynamics

About the Author

Amir Capriles | General Manager, U.S. Public Sector for Microsoft Dynamics

With more than 20 years of experience in the IT field, Amir helps customers across the federal, state and local government, education and health fields address their challenges using proven Microsoft Dynamics technology. Read more