State and Local Governments Adopt Microsoft Dynamics CRM to Improve Citizen Service Delivery

 State and Local Governments Adopt Microsoft Dynamics CRM to Improve Citizen
                               Service Delivery

New customers announced at Microsoft's U.S. Public Sector CIO Summit leverage
enterprise application platform to reduce costs and transform health and human
services and public safety operations.

PR Newswire

REDMOND, Wash., March 27, 2013

REDMOND, Wash., March 27, 2013 /PRNewswire/ -- Microsoft Corp. today announced
four Microsoft Dynamics Customer Excellence Award winners and showcased eight
unique customer approaches to using Microsoft Dynamics in the state and local
government market. These customers join more than 500 state and local
government organizations leveraging the power of the Microsoft Dynamics CRM
platform to achieve cost savings, streamline operations and transform the
delivery of citizen services.


"State and local government leaders are facing increasing pressure to cut
costs while improving our nation's most critical services across public
safety, healthcare and entitlement programs," said Amir Capriles, general
manager, U.S. Public Sector Dynamics at Microsoft. "Our Customer Excellence
Award winners are using Microsoft Dynamics CRM to solve complex business
challenges, grow with constituent demands and replace legacy IT environments.
We applaud their vision and leadership in driving significant impact for their

Faced with serious fiscal challenges and resource constraints, government,
education and healthcare organizations are seeking alternatives to expensive
legacy systems. Public sector leaders are increasingly turning to Microsoft
Dynamics CRM because the solution empowers organizations to be more responsive
to citizen needs at a fraction of the cost, and these four award winners —
Louisiana Department of Health and Hospitals, Commonwealth of Virginia, Cancer
Treatment Centers of America Inc. and Illinois Department of Corrections — are
leading the way through their innovative deployments.

State and Local Governments

  oInnovative Service Delivery and Cost Savings: Commonwealth of Virginia.
    The commonwealth has modernized multiple agencies' business functions with
    Microsoft Dynamics CRM. Virginia decided to replace outdated, manual
    systems and processes by adopting a shared services environment,
    eliminating the need for customized agency solutions. The modernization
    has sped the processing of citizen services inquiries; eliminated
    outdated, unsupported software and hardware systems; and enabled staff to
    work on other, more strategic tasks. The agencies are now operating more
    efficiently, which benefits both the citizens of Virginia and other state
    agencies. Virginia continues its innovative and creative approach to
    improving customer service and is saving taxpayers' dollars in the
    process. Commonwealth of Virginia Governor Bob McDonnell summarized, "It
    makes the citizens happier; it makes our state employees happier because
    they can deliver better value and service to the customer. It's just a
  oManaging a Citywide Convention: City of Charlotte, N.C. Faced with hosting
    a large influx of visitors during the 2012 Democratic National Convention,
    the city needed to replace its manual permitting processes with a new
    solution. The city adopted Microsoft Dynamics CRM Online and tailored the
    permitting solution to meet the unique demands of hosting the convention.
    The deployment has enabled Charlotte to reduce the burden of maintenance
    on its IT resources, automate previously manual workflows and streamline
    the overall event application process.
  oDriving Up Jobs and Revenue: State of Indiana Economic Development Corp.
    (IEDC). Indiana and its economic development corporation have undertaken
    massive transformations that make the state more economically viable and
    improve responsiveness, accountability and efficiency. Bucking downturn
    trends, the state has attracted $6.4 billion in new economic development
    and 27,620 jobs. To achieve these results, the state improved
    collaboration and data access and automated processes by partnering with
    Crowe Horwarth International to deliver the Microsoft Dynamics CRM
    solution, enabling economic development staff to spend more time
    strengthening existing business relationships and pursuing prospective
    companies. Chad Pittman, executive vice president at IEDC, explained,
    "With the business process transformation and Microsoft Dynamics CRM
    implementation, IEDC doubled per-employee productivity and total deal flow
    while reducing the agency's annual budget allocation from $60million to

Justice and Public Safety Agencies

  oUnified Offender Case Management: County Commissioners Association of
    Pennsylvania. The courts, jails, district attorneys, and probation and
    parole offices that make up the criminal justice system previously
    maintained disparate case management systems. This wide range of
    applications lacked common standards, which led to duplicative data
    entries and made reporting and analysis very complex. As a result, the
    association developed a unified case management solution built on
    Microsoft Dynamics CRM. Combined with a set of Nation Information Exchange
    Model-compliant data standards, the platform improved information sharing
    at all levels of government and increased efficiency and accuracy
    throughout the offender lifecycle.
  oAdvanced Information Sharing and Mobile Victim Notification: Indiana
    Department of Corrections (IDOC). The department is integrating technology
    services to improve communication between criminal justice partners and to
    better serve victims. Built on Microsoft Dynamics CRM, Indiana Statewide
    Automated Victim Information and Notification shares custody information
    about offenders with crime victims and citizens. The IDOC can now
    personalize notifications, giving them control over how and when they are
    notified and improving information that is provided to victims, law
    enforcement and other justice partners.
  oReforming the Criminal Justice System: Illinois Department of Corrections
    (DOC). Guided by the governor's vision, Illinois is reforming the criminal
    justice system through a public-private partnership for the state's first
    cloud-based deployment, built on Microsoft Dynamics CRM Online. Illinois
    DOC selected the solution for its Offender-360 project to manage its
    statewide criminal justice population and help protect citizen safety.
    Illinois DOC is undergoing a phased rollout, anticipating 5,500 users of
    Offender-360 by the summer of 2013. The solution centralizes all
    information and intelligence on offenders to help staff make more
    effective and informed decisions regarding placement, rehabilitation and
    release. "This cutting-edge technology will give Illinois one of the most
    advanced criminal justice information systems in the country," said
    Illinois Governor Pat Quinn. "It will save Illinois' taxpayers millions of
    dollars while increasing public safety throughout the state."

Health and Human Services Agencies

  oReimagined Health and Streamlined Delivery of Care: Louisiana Department
    of Health and Hospitals (DHH). Leveraging Microsoft Dynamics CRM,
    Louisiana DHH is modernizing case management for the Office of Adult and
    Aging Services, providing case workers and citizens with one solution for
    intake, assessment, electronic plan of care and ongoing case management.
    Microsoft Dynamics CRM will help Louisiana DHH consolidate more than 109
    existing case management applications under a single platform, enabling a
    projected decrease in more than 40 percent of redundant tasks and
    programs. Louisiana DHH plans to use Dynamics CRM as part of its upcoming
    Medicaid eligibility modernization engagement with Deloitte Consulting to
    support Medicaid recipients across the state. "Innovation is occurring in
    all corners of our healthcare system where states have led the execution
    of nation's health IT agenda," said Bruce Greenstein, secretary, Louisiana
    DHH. "We must continue to push the entire healthcare community toward
    solutions that translate new technological capabilities into more
    efficient delivery of care and better health outcomes."
  oRapid Hotline Response and Reduced Abuse: Florida Department of Children &
    Families Abuse Hotline.  IBM leverages Microsoft Dynamics CRM to deliver a
    call-center solution for more efficient intake processes, online reporting
    and performance management functions to improve the experience for more
    than 200 hotline counselors and the quality of interaction with child
    protective investigators and law enforcement. As a result of using the
    platform, the hotline can more quickly respond to calls, help ensure
    greater data accuracy, and more effectively identify patterns of abuse and
    manage high-risk situations.
  oInter-County Standardization and Care Coordination: Ohio Department of
    Developmental Disabilities (DODD).  To transform a highly fragmented
    environment to a more seamless, coordinated system, the DODD chose
    Microsoft Dynamics CRM for its Imagine project. The new shared information
    system environment lets 18 region V counties, the Mideast Ohio Regional
    Council and its supporting council of government use shared administrative
    activities and standardized practices to deliver services to individuals
    with developmental disabilities.
  oTimely and Responsive Benefits: The State of Wisconsin Department of
    Health Services (DHS).  CareDirector, built on Microsoft Dynamics CRM,
    will be used to manage the Aging and Disability Resource Centers across
    the state, including options and benefits counseling services, and to
    manage its Older Americans Act programs for nutrition, transportation and
    other services for seniors and people with disabilities. The system
    promises timely, responsive and transparent data for DHS' operations.
  oGreater Patient Care, Savings and Retention: Cancer Treatment Centers of
    America (CTCA). CTCA offers cancer patients an integrated care model that
    combines traditional medical care with therapies to help manage side
    effects, strengthen the immune system and improve quality of life. After
    implementing Microsoft Dynamics CRM, the CTCA can now more effectively
    maintain records, have a single view of the patient, integrate with
    ancillary systems and processes, and respond to growth and patient needs.
    Microsoft Dynamics CRM has resulted in significant cost savings and
    improved retention for CTCA.

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SOURCE Microsoft Corp.

Contact: Matt Donovan, Merritt Group, (703) 390-1519,
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