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Microsoft helps LA Boost Citizen Services
August 2, 2011 at 2:59 pm #137012
Doug MashkuriParticipantJust read this really interesting post from Microsoft’s Bright Side of Government Blog and thought I’d share. Cool local government doing awesome things with the help of Microsoft:
The Los Angeles County Board of Supervisors is the largest county government in the U.S. responsible for public safety, property and municipal services, family and social services, and health services for roughly 12 million residents. With such an extensive mandate, it is particularly important for the Board to find new ways to use technology to reduce costs and increase the effectiveness of operations – especially in light of budgetary pressures and growing constituent needs.
A couple of years ago, it became clear that one key area in dire need of improvement was the constituent tracking system used by the Board to log calls from constituents and then track the progress made on those cases with relevant county departments. For nearly 15 years, the board had been using legacy software to create customized constituent tracking applications for each of the five board districts in the county.
Over time, technical limitations of the software made it increasingly difficult to modify these applications. In fact, the process was so cumbersome that Board offices began resorting to the use of spreadsheets, databases, and paper-based processes to track information. So the Board decided to move to a more modern customer relationship management package that would be easier to modify and maintain.
The Los Angeles County CIO’s office recommended that county departments move legacy applications to Microsoft Dynamics CRM because of its integration with Microsoft Office applications, its technical flexibility, and the fact that it offers greater security for sensitive data. The Board of Supervisors Information Resource Management department began working with the solution and, in a little over two years, has realized tremendous benefits, including a more agile IT department, improved citizen service, and more efficient operations.
Not only has the Board been able to implement unique constituent tracking applications for four of five board offices, but it has also been able to use the application development framework in Microsoft Dynamics CRM to quickly develop and deploy new business applications for the Board of Supervisors Executive Office. The development team is taking advantage of core features in the solution, such as workflow, notifications and alerts, and role-based access to information and functionality, to create applications that fit varying requirements.
To learn more about LA County’s story, check out full case study posted here.
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