Businesses get a lot out of Microsoft Dynamics CRM for customer relationship management, but governmental agencies also get a lot out of Microsoft Dynamics CRM for what we might call citizen relationship management. Governmental agencies of all sizes are turning to Microsoft Dynamics CRM to increase efficiency and to save tax dollars. In an article published at OnWindows.com, writer Amber Rose reports that the Ohio Department of Developmental Disabilities (DODD) has deployed Microsoft Dynamics CRM for case management.
DODD wanted to initiate a new people-centric philosophy to improve the delivery of services to its citizens, but each of Ohio’s 88 counties is responsible for its own IT deployment, and that made it difficult for DODD to implement its new service philosophy across the entire state. DODD considered developing their own case management solution, but found that it was easier and less expensive to use Microsoft Dynamics CRM as a platform and to customize it for their own needs.
DODD built its new case management system with Microsoft Dynamics CRM as a platform in 8 months, and the solution is now in use in 18 counties. DODD also built a fully integrated Microsoft .NET-based portal that delivers capabilities and information to citizens served by DODD.
Microsoft Dynamics CRM dashboards alert staff when a citizen’s information has changed, and the workflow capabilities of Microsoft Dynamics CRM enable easy delegation of work to county staff. The counties also now have access to business intelligence data that they did not have before, giving them a better understanding of county needs.
Amber Rose quotes Bryant Young, CIO of Ohio DODD, as saying, “With Microsoft Dynamics CRM, you get case management, workflow capabilities, a database, security, and alerts and notifications—all without having to code anything. All this makes the system very appealing when you are looking to speed the time-to-value of a new application.”
