Empowered communities with Dynamics 365 & Power Platform

For any public service domain, end-to-end customer centricity is a must. Although public services are not a commercial business, stakeholders expect the same top-notch customer experience: one point of contact, an omnichannel approach and a level of self-service.

With Microsoft Dynamics 365 you can segment all your communication messages: to make it a fit for the right target group, on the right channel. Besides that, there are various features that support meeting your stakeholder expectations: from self-service portals to personalized emails.

Thanks to Microsoft Dynamics 365 CRM, VIVEL (Flemish Institute for the Primary Care) was able to clean up and streamline their contacts and existing database, resulting in a centralized and up-to-date system.

Automating processes leads to more efficiency and a better customer experience. But building this from scratch is practically impossible in a public service environment.

Dynamics 365 has the routing logic for automation built in. No more bottlenecks or manual processes, but quick and performant automation. The Microsoft Power Platform is also a great asset to help you with this: from building low-code apps yourself with Power Apps to the automation of processes and workflows with Power Automate.

One great example of the use of Power Apps is the one from our customer OVAM (Public Waste Agency of Flanders). They created two different model-driven apps for two kinds of users. They use an app to manage and distribute surveys (design and questions). These are surveys for soil inspectors, and then the follow-up will also take place in an application.

As any public servant will confirm, cost control and budget management are essential. At the same time, the scale of public services is enormous by default. Digital transformation is the key to realize the ambition to work faster, more efficiently and to digitalize in a citizen-centric way. 

One example of how to manage this large scale in Microsoft Dynamics 365 is a feature called case management, which is part of the customer service module. With case management you can track issues across channels (for example phone, email) and departments over time, and you will always have a complete overview of the journey of the person that is contacting you. This is the perfect foundation for improving stakeholder satisfaction!