MicrosoftEvidence: Low40/100
Government Success: A State Social Services Agency Uses Microsoft Dynamics 365 and Azure to Improve Case Management
Use case typeCase managementUpdated Jun 5, 2024
A very large state social services agency provides oversight and guidance to more than 120 local offices across the state. Its case management system was inadequate for citizen inquiries, requests, and internal visibility, which led to manual processes, duplication of effort, and poor efficiency. HSO implemented Microsoft Dynamics 365 Sales and Microsoft Azure to improve case management, communication, and service handling across departments.
- Organization
- State social services agency
- Industry
- Public Sector
- Location
- United States
- Published
- June 2024
Reported outcomes
Strategic outcomes
Cost efficiencyReduced manual work and duplicationOther strategic outcomeImproved citizen communication and service handlingBetter decisions & insightBetter access to intragroup insights
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- State social services agency
- Provider
- Microsoft
- Maturity
- Unknown
- Linked source
- HSO
No explicit deployment-stage evidence found.
Customer identity supportedSource describes one deploymentMaturity evidence evaluated
Primary read
Use case focus
Showing 2 of 2
- 1Case management
- 2Customer communication automation
- The agency needed a cloud-based solution to manage inbound and outbound cases.
- The existing system offered poor visibility into cases after they left a group, creating manual work and duplicated effort.
- HSO implemented Microsoft Dynamics 365 Sales and Microsoft Azure.
- The solution improved internal case management for technical service requests and HR processes, including talent acquisition.
- The enhanced interface enabled better communication among employees and access to intragroup insights.
Technologies
The source reports reduced manual work, improved process efficiency, higher user satisfaction, and better access to insights, but it does not quantify these outcomes.
Sources & evidence1
Evidence: Low40/100Evidence strength
- Customer explicitly identified
- Primary source available
- Technical implementation details available
Type: Case StudyPublished: Jun 5, 2024Publisher: HSOEvidence: PartnerConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
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