State and Local Governments Adopt Microsoft Dynamics CRM to Improve Citizen
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.
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 Virginia decided to replace outdated, manual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outdated, unsupported software and hardware systems; and enabled staff to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.
Founded in 1975, Microsoft (Nasdaq "MSFT") is the worldwide leader in
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SOURCE Microsoft Corp.
Contact: Matt Donovan, Merritt Group, (703) 390-1519, email@example.com
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