Commonwealth of Virginia: Using Microsoft Dynamics CRM to modernize citizen service delivery (shared services)
Use case typeCitizen service managementUpdated Jun 13, 2026
The Commonwealth of Virginia modernized multiple agencies’ business functions with Microsoft Dynamics CRM. Virginia replaced outdated, manual systems and processes by adopting a shared services environment, eliminating the need for customized agency solutions. The modernization sped the processing of citizen services inquiries, eliminated outdated unsupported software and hardware systems, and enabled staff to work on more strategic tasks.
- Organization
- Commonwealth of Virginia
- Industry
- Public Sector
- Location
- United States
- Published
- March 2013
Reported outcomes
Strategic outcomes
New product / capabilityModernized shared services platform across agenciesSpeed & agilitySpeeded citizen inquiry processingCost efficiencyEliminated customized agency solutionsEmployee experienceEnabled staff to focus on strategic work
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Commonwealth of Virginia
- Provider
- Microsoft
- Maturity
- Production
- Linked source
- Microsoft News
Improved operational efficiency and saved taxpayers' dollars
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 3 of 3
- 1CRM modernization
- 2Citizen service delivery
- 3Shared services
- Replace outdated, manual systems and processes across agencies.
- Improve responsiveness to citizen service inquiries.
- Eliminate unsupported legacy software and hardware while reducing customized agency solutions.
- Adopted Microsoft Dynamics CRM as a shared services platform for multiple agencies.
- Consolidated business functions and standardized processes across agencies.
- Used the platform to speed handling of citizen service inquiries and centralize service delivery.
Technologies
- Faster processing of citizen inquiries.
- Eliminated outdated, unsupported systems.
- Improved operational efficiency and saved taxpayers' dollars.
Sources & evidence1
Evidence: Low40/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Technical implementation details available
Type: Press ReleasePublished: Mar 27, 2013Publisher: Microsoft Corp.Evidence: VendorConfidence: Medium
AI-generated summary. Verify important details with the linked sources before relying on this case.
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