Civilian, Defense and National Security Agencies Adopt Microsoft Dynamics CRM to Improve Service Delivery and Cut Costs

Civilian, Defense and National Security Agencies Adopt Microsoft Dynamics CRM
                  to Improve Service Delivery and Cut Costs

U.S. Department of Veterans Affairs highlights advanced veteran service
improvements, and Microsoft announces 10 agencies realizing White House
digital government strategy with Microsoft Dynamics CRM.

PR Newswire

WASHINGTON, April 17, 2013

WASHINGTON, April 17, 2013 /PRNewswire/ -- Microsoft Corp. today announced the
U.S. Air Force and the U.S. Department of Veterans Affairs (VA) as recipients
of this year's Microsoft Dynamics Customer Excellence award. The award is
presented annually to Microsoft Dynamics customers that most effectively use
technology to transform their organizations. Microsoft also announced 10
additional federal approaches to using the solution, and these customers have
joined more than 200 federal organizations that have moved to the Microsoft
Dynamics platform to accomplish strategic modernization initiatives amid
limited budget environments.


In addition to reducing costs, federal government organizations are adopting
Microsoft Dynamics CRM to better align with Executive Order 13571, which calls
for agencies to embrace technologies to more efficiently provide citizen
services. Federal leaders are leveraging the platform in place of expensive
legacy systems in an effort to modernize their infrastructures and streamline

"Federal government leaders are balancing the reality of significant budget
cuts with the need to meet increasing citizen service expectations in this era
of digital government," said Greg Myers, vice president, U.S. Federal
Government at Microsoft. "A number of agencies are adopting Microsoft Dynamics
CRM to overcome complex challenges, cut costs and modernize legacy IT
environments. We applaud their vision and leadership in driving a significant
impact for their constituents."

Award Winners Recognized for Transforming, Innovating

The Microsoft Dynamics Customer Excellence award is annually presented to
Microsoft Dynamics customers that most effectively use technology to transform
their organizations. This year's recipients include the following:

  oThe U.S. Department of Veterans Affairs (VA)  transformed the Veterans
    Benefits Administration National Call Centers and its Pension Call Center
    by using Microsoft Dynamics CRM. Through the VA's Veterans Relationship
    Management (VRM) initiative, the VA used Microsoft Dynamics CRM to
    integrate access to 13 different databases, which previously had to be
    individually queried and are now viewed simultaneously. This not only
    makes the call agents' jobs easier, enabling them to recall veteran
    information more quickly, italso gives veteranstimely access to
    healthcare, claims status and business information. "Microsoft Dynamics
    has helped VRM provide a platform to help millions of veterans and their
    families each year," said Maureen Ellenberger, director of VRM. "To date,
    over 1 million calls have been better supported using CRM. We are already
    planning expanded deployments to other VA call centers."In addition, the
    Federal Case Management Tool (FCMT), also built on Microsoft Dynamics CRM,
    is greatly supporting wounded warriors as they transition into VA care.
    The modernization of the VRM and FCMT programs has enabledthe VA to
    strengthen its services to veterans.
  oThe United States Air Forcecontinues its role as a visionary leader using
    information technology to project global military power through air, space
    and cyberspace.The implementation of Microsoft Dynamics CRM helps the Air
    Force to create, manage and advance its capabilities in workforce
    management, mission planning, event management and visitor access and to
    offer more efficient access to personnel records, resulting in improved
    mission execution.

Federal Government Agencies Leveraging Microsoft Dynamics CRM

Microsoft also announced that additional federal customers have joined more
than 200 federal government organizations using Microsoft Dynamics CRM to
achieve cost savings, help preserve safety and security, and streamline
service delivery to improve constituent experiences.

  oMicrosoft supports the Office of the Secretary of Defense, the  Joint
    Chiefs of Staff, all military departments and the Unified Combatant
    Commands in their mission to deter war and protect the security of the
    United States. These organizations use Microsoft Dynamics solutions for
    intelligence gathering, mission planning, operations, workforce
    management, onboarding, correspondence and targeted outreach, task
    management, and more.
  oIn support of multiple Department of Homeland Security (DHS)-wide
    initiatives, a cloud-based software as a service (SaaS) solution is being
    deployed using the Microsoft Dynamics CRM platform. This SaaS offering
    deploys and scales business operations such as records management,
    scheduling, reporting, tracking campaigns, mission and workforce
    activities, and budgets. Within the DHS, Microsoft Dynamics CRM is used by
    the Transportation Security Administration, Federal Emergency Management
    Agency, Customs and Border Protection, Immigration and Customs
    Enforcement, and U.S. Coast Guard.
  oThe Risk Management Agency (RMA) of the United States Department of
    Agriculture provides insurance to help preserve the economic stability of
    America's farmers and ranchers. In deploying Microsoft Dynamics CRM, the
    RMA has access to a more comprehensive view of each participant in its
    agricultural insurance program and individualized dashboards for better
    insight across its operations. As a result of the implementation, RMA has
    strengthened compliance and can handle key reporting tasks five times
    faster than on the previous system.
  oAs a member of the Farm Credit System, AgFirst provides funding and
    services to 22 affiliated agricultural credit associations in 15 states in
    the eastern United States and Puerto Rico. In turn, these agriculture
    credit associations serve more than 80,000 eligible farmers, ranchers and
    agribusinesses. The associations needed to strengthen their customer
    relationships to retain and grow loan portfolios and to deploy an
    economical yet robust solution that met each association's unique business
    needs. To date, AgFirst has achieved significant business and operational
    benefits including $2 million in cost savings for member associations
    AgChoice Farm Credit and MidAtlantic Farm Credit, more efficient loan
    processing, improved customer service shown through customer satisfaction
    ratings of 98 to 100 percent, and enhanced lending decisions.
  oNearly 200,000 Peace Corps volunteers have served in 139 host countries to
    work on issues ranging from AIDS education to information technology and
    environmental preservation. To support its mission, the Peace Corps built
    unique solutions on Microsoft Dynamics CRM. To leverage the reusability
    and investment in the Dynamics platform, the Peace Corps is automating its
    grants management process to support a modernization strategy that
    incorporates several line-of-business practices across the organization.
    As a result, the Peace Corps is lowering costs, improving business
    processes and more effectively upholding its mission.
  oThe U.S. Department of State leverages Microsoft Dynamics CRM for its
    Tracking Responses and Inquiries for Passports (TRIP) solution. TRIP
    supports the Consular Systems and Technology mission of maintaining
    records of passport applicants who call the National Passport Information
    Center to inquire about their passport application status. The solution
    provides highly secure and accurate access information, allowing customer
    service representatives to more efficiently review Travel Document
    Issuance System passport application records. The customer service
    representatives are now able to more effectively search case history,
    ensure greater collaboration across departments and deliver higher-quality
  oINTERPOL Washington supports almost 18,000 U.S. law enforcement agencies
    and 189 member countries seeking assistance in investigations of
    fugitives, financial fraud, drug violations, terrorism and violent crimes.
    For INTERPOL Washington, the mission is particularly daunting with more
    than 2,000 daily inquiries related to criminal activity across the globe.
    In partnership with Microsoft Consulting Service, INTERPOL Washington
    deployed a solution built on Microsoft Dynamics CRM to automate case
    tasks, more efficiently allocate personnel resources and resolve caseloads
    that have grown by 33 percent over previous years.
  oThe  Bureau of Indian Affairs (BIA) Division of Human Services turned to
    Hitachi Consulting to implement a full life-cycle case management
    solution, built on Microsoft Dynamics CRM, which has helped the BIA
    automate data management and access, streamline operations, and integrate
    with other organizational units to allow case workers to be significantly
    more efficient and productive in providing social services for those in
    need. "The impact we make goes far beyond business efficiency," said Sue
    Settles, chief, Division of Human Services BIA. "With this new system, our
    social workers are able to deliver our programs more effectively in some
    of the most isolated and economically depressed areas of the United
  oTo gain a holistic view of members, services and needs, the Choctaw Nation
    of Oklahoma, which serves 200,000 members worldwide, deployed Microsoft
    Dynamics CRM with the help of Microsoft partner Artic IT Inc. Members
    receive faster service, and the tribe's care agents, IT staff and elected
    leaders benefit from a solution that is easy to use, tailor and manage
    independently of third parties. Microsoft Dynamics CRM is now a pivotal
    element in the 100-year plan to ensure the success of the Choctaw people.

More about Microsoft Dynamics and its impact in federal government can be
found at the Microsoft in Governmentwebsite.

About Microsoft Dynamics

At the heart of every successful organization are the people who make things
happen. Microsoft Dynamics designs modern business solutions that empower
individuals with intuitive tools that allow them to do their best work. Our
proactive, easy-to-use business applications adapt to the way people and
systems work, enabling organizations to rapidly deploy and be forward-looking
in an ever-changing world.

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.

SOURCE Microsoft Corp.

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