CDHU Enhances Citizen Services with Cloud Technologies
The Housing and Urban Development Company (CDHU) of São Paulo transformed its citizen service operations using Microsoft cloud technologies. By adopting Dynamics 365 as a CRM system, Power BI for analytics, and Power Apps for app development, CDHU centralized its processes, improved data accessibility, and accelerated contract issuances. A mobile app was launched allowing citizens to register for housing efficiently. Moreover, Power Apps assisted field teams in diagnosing irregular housing units and addressing community needs. Microsoft Teams and Sharepoint enhanced employee mobility and collaboration, delivering a cohesive user experience across stakeholders.
- Industry
- Public Sector
- Location
- Brazil
- Published
- April 2022
Reported outcomes
Strategic outcomes
Primary read
Use case focus
Showing 3 of 3
- 1citizen service enhancement
- 2real-time analytics
- 3low-income housing diagnostics
- Decentralized systems inefficiently managed operations.
- Manual and slow registration process for low-income housing assistance.
- Fragile call service system to manage citizen queries.
- Lack of real-time data syncing for field operations.
- High operational expenditure (OPEX) during housing registrations.
- Deployed Microsoft Dynamics 365 CRM for centralized process management.
- Implemented Power BI to enhance analytics and decision-making.
- Integrated Power Apps into operations, creating a mobile-friendly customer registration experience.
- Launched chat services and field diagnostics over Power Apps for real-time housing need assessments.
- Adopted Microsoft Teams and Sharepoint for better team collaboration.
- Registered over 2.92 million events across citizen services.
- Issued 399,000 contracts effectively reducing delays.
- Integrated 180,000 registered citizens into the system post-deployment.
- Streamlined housing diagnostics and planning for underserved populations.
- Optimized operational expenditure through digital forms and processes.
Architecture
CDHU centralized CRM operations using Dynamics 365 and integrated the platform with internal systems to maintain a unified database allowing field teams to sync data in real time. Power BI provided comprehensive analytics while Power Apps allowed app-based citizen registration and field diagnosis. Microsoft Teams and Sharepoint enhanced workforce mobility and collaboration.
Sources & evidence1
The case's original source is still reachable.
- Cited source last checked Jun 12, 2026 — ok (0/1 broken).
Measures whether this deployment's public evidence persists — not whether the system is still in production.
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