Governments Streamline Citizen Services With Microsoft Dynamics CRM Online

REDMOND, Wash. — Jan. 18, 2011 — Microsoft Corp. (Nasdaq: MSFT) today showcased examples of how government organizations are using the recently announced Microsoft Dynamics CRM to improve citizen services, reduce operational costs and boost productivity. Unveiled yesterday by Microsoft CEO Steve Ballmer, Microsoft Dynamics CRM Online is the cloud service of the new Microsoft Dynamics CRM 2011 solution that is helping both public- and private-sector organizations respond to the people they serve efficiently.

In order to achieve aggressive goals around transparency, cost reductions and moving IT to cloud computing, many state, local and federal leaders are turning to commercial off-the-shelf-based solutions that are geared to aid in public-sector missions. Through the deployment of Microsoft Dynamics CRM Online, government agencies reap the flexibility, scalability and cost savings that a cloud-based solution offers, in addition to improved access to real-time data. Microsoft Dynamics CRM Online provides the foundation to assist across many aspects of government scenarios — from grants management and 3-1-1 citizen response to Freedom of Information Act (FOIA) requests and intra-agency tasking. In addition, it gives agency personnel the familiar Microsoft Outlook experience, browser and mobile access to their information, a RoleTailored design, and advanced user personalization to help them increase their productivity.

“Often, our government customers’ first experience with the Microsoft Dynamics CRM Online platform sparks the imagination and appetite to tackle other business challenges,” said Senior Director — Public Sector Amir Capriles at Microsoft. “The return on investment is realized very quickly due to the ease of user adoption and the ability to invest once and leverage the many applications available to government.”

Several Microsoft partners and customers are building customized solutions using Dynamics CRM Online to address key challenges facing government agencies.

  • Rock Solid Technologies, in an effort to reduce operational costs while still delivering quality citizen services, moved its flagship application, Respond, to the cloud using Microsoft Dynamics CRM Online. Respond is a citizen relationship management solution for municipalities and government agencies to monitor and control service requests. Microsoft Dynamics CRM Online is helping Respond not only improve reaction times to service requests and citizen interactions, but it has streamlined the agencies that utilize the technology. Rock Solid is working with the city of Carmel, Ind., to migrate to Microsoft Dynamics CRM Online for its 3-1-1 solution to intake citizen concerns and provide a closed-loop response.

  • Microsoft is offering Microsoft’s Grants Manager Accelerator, an application that helps government agencies streamline the grants process from initial solicitation through application, review, scoring, award and progress reporting, via the cloud with Microsoft Dynamics CRM Online. Microsoft Dynamics CRM Online provides an alternative to its existing CRM 4.0 on-premises deployment, enabling government agencies to field a solution accelerator more quickly.

Jim Townsend, president of InfoStrat, and one of two partners who helped Microsoft build this solution, noted, “The availability of Microsoft’s Grants Manager Accelerator on Dynamics CRM 2011 will transform how agencies manage, review, process and track billions of dollars of government grants. We can’t wait to see where this takes the market.”

  • Eskel Porter Consulting Inc. is offering its Public Records Tracker application based on Microsoft Dynamics CRM Online to help federal, state and local government agencies manage, track and respond to citizens’ requests for information and meet FOIA-compliance requirements. The move to the Microsoft cloud has increased accessibility to the Public Records Tracker application, and now users can request information anywhere there is an Internet connection and access to Windows Internet Explorer.

  • Engage Inc., a leading innovator for line of business and communication-as-a-service offerings across both public and commercial sectors, has enhanced its USFederal360 offering for federal agencies and departments by announcing the addition of Governmental Relationship Management (GRM 2011). GRM 2011 launching in concert with Microsoft Dynamics CRM 2011 Online, delivers a robust contact and correspondence management for public-sector staff, elected officials and related private-sector organizations.

  • The Broomfield Economic Development Corp. (EDC) is adopting Microsoft Dynamics CRM 2011 coupled with a code set designed for economic development organizations. This system allows the agency to track and manage existing industry accounts and new industry projects to ensure that its entire team has full visibility of each job-creating opportunity. The company desired a cloud-based solution that could be accessed via the Microsoft Outlook interface to manage all communication and reporting information. The solution is provided by Microsoft Partner SRC Technology Solutions.

  • Chattanooga Chamber of Commerce’s Economic Development Team used this solution to manage the complex process of landing a large automotive assembly plant that will create thousands of direct jobs. In addition, all the automotive suppliers that are coming to the region are managed in Microsoft Dynamics CRM as New Industry Projects. The automotive suppliers significantly add to the job creation totals, which have an enormous, positive effect on Hamilton County (or Chattanooga) and surrounding counties. In fact, every industry and existing industry project for this community of 350,000 people lives inside Microsoft Dynamics CRM.

Those interested in learning more about the benefits of Microsoft Dynamics CRM and signing up for a free trial should visit the CRM Website.

The Microsoft Dynamics CRM 2011 Thursday, Jan. 20, 2011, at 9 a.m. PST can be viewed by registering online. To follow and engage with the Microsoft Dynamics CRM community visit and #crm2011.

About Microsoft Dynamics

Microsoft Dynamics is a line of easy-to-use, integrated and adaptable ERP and CRM applications that enable business decision-makers to quickly respond to market shifts, take advantage of new trends, increase their competitive edge and drive business success. Microsoft Dynamics solutions are delivered through a world-class network of reselling partners providing specialized services and additional innovation to help customers excel in their industries.

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.

Note to editors: For more information, news and perspectives from Microsoft, please visit the Microsoft News Center. Web links, telephone numbers and titles were correct at time of publication, but may have changed. For additional assistance, journalists and analysts may contact Microsoft’s Rapid Response Team or other appropriate contacts listed at

Related Posts