Microsoft Dynamics CRM and the xrm Platform Sam Khoury Director Public Sector Solutions Guy Cavallo Senior Government Strategist Microsoft State & Local Government
Agenda Microsoft CRM Overview Microsoft CRM Accelerators Stimulus360 Grants Manager Microsoft Citizen Services (311) Accelerator Government xrm Examples
TRACKING of interactions and deadlines involving people, places and things ACCOUNTABILITY of staff and contractors TRANSPARENCY into information and events STANDARDIZED PRACTICES that are centralized and consistent across enterprise AUTOMATION of complex Workflows and Business Processes around data and organizations/people VISIBILITY of contextual & relevant information
Microsoft Dynamics CRM 2011 PC Browser Phone
Government CRM Enterprise Momentum City of Birmingham AL Citizen Call Center Constituent service Implemented 311 Call Center to support over 120 users across 20 departments Cost was 25% of other considered CRM vendors West Virginia Department of Health and Human Services Case management Over 1.8 million citizens served in 55 countries Citizen case management and service requests New York Office for Persons With Developmental Disabilities Case Management Serves approximately 120,000 individuals and families through a network of 800+ non-profit providers Riverside County California Department of Public Social Services Citizen Qualification, Case Management, and 70+ Planned Projects Serving 2.1 Million Citizens and 14% poverty rate Leveraging XRM Platform for case management, mandatory reporting, data mining, and dashboards Illinois Department of Corrections Prison Population Tracker Approximately 50,000 inmates per year Reporting Annual Savings of $40 million without needing to hire a System Integrator United States Air Force Task management 24x increase in task visibility 60% reduction in contractor support 90% reduction in storage requirements $3 million cost savings annually United States Department of Agriculture Conservation management, grants management, disaster response, application review Tracks documents in MOSS 2007 and maps farm plats in Virtual Earth
Microsoft CRM Accelerators
What are Accelerators? Add-on modules that deliver extended capability to Microsoft Dynamics CRM
Stimulus360 Accelerator
Stimulus360 Customers States Arizona California Illinois Tennessee Wisconsin Cities/Counties Los Angeles Chicago Charlotte Seattle Harris County, TX And many others
Grants Manager Accelerator Existing internal systems Internet Portal S-DOT S-EPA Accounting Systems EPA Grants.gov Reporting Engine External sources
Grants Manager Accelerator
Citizen Services Accelerator The Microsoft Service Center is an integrated citizen services framework that helps to streamline the processes in a modern citizen service center Solution Summary Platform Summary Powered by Dynamics CRM 2011 Extensible/customizable platform Cloud computing model Multi-tenant architecture Integration with legacy systems
Citizen Portal Home Page Customizable relevant links Submit, view and track service requests Metadata driven design. Easily customizable portal Access Citizen portal from web-enabled devices Display city announcements driven by metadata Multiple twitter feeds
Citizen Portal Service Requests Powerful service requests engine Sample of information and service requests Easily extensible to any number of requests types Workflows appropriate for each request type Data verification and validation
Citizen Services Map Multiple search criteria Interactive mapping powered by Mouse-over details
Citizen Portal Knowledgebase Knowledgebase repository. Read and search for articles to resolve issues quickly
CRM Services Service Requests Different service request views include assignments to teams and individuals Interactive graphical representation of service requests records Comprehensive Service Request engine Easily extensible to any number of requests type Custom entity for each request type Auto-assignment of Priority for each service type Detailed management of each service request
CRM - Service Request Details Supervisor assignment of service requests to departments or individuals Service Level Agreement (SLA) Management E-mail notification with every status change
CRM Citizen Services Agent Call Scripts Agent oriented Call Scripts Interactive step-by-step agent dialog script with a Tip section
CRM Management Dashboard Interactive and customizable management dashboard Export data to Excel and re-import Drill-down, slice and dice the data down to the details of service requests using views,charts and filters Manager individual service requests
CRM Back Office Mapping Features Back office management through interactive Bing maps Manager can drill down, change, assign, and manage service requests directly from the map Mouse-over details
Citizen Services Accelerator - Summary Repeatable solution that addresses the Citizen Services space Built on the Microsoft s Dynamics CRM and the Azure platforms Metadata-driven design. Allows for quick deployment and maintenance Prebuilt framework and back office processes for local governments Partner-oriented solution that can be easily extended and tailored to local government s needs Free IP distribution model to all partners and customers Available online and on-premise
Citizen Services Accelerator IP Deliverables http://www.microsoft.com/gov311 Citizen Service Center IP Datasheet Installation manual Configuration manual User s guides Demo script Source code Deployment - Online Dynamics CRM 2011 online Windows Azure Deployment On-premise Windows Server 2008 R2 Active Directory Internet Information Services Dynamics CRM 2011 SQL Server 2008 R2 Highly recommended SharePoint 2010 Office365 Biztalk Server
Off the Shelf Based Rapid Application Platform One Platform: Many Applications Outlook, Web and Mobile Clients Constituent Communication And Collaboration Case & Incident Management Rich Analytics Reporting & Dashboards Citizen/IT/ or Other Call Centers Employee and Resource Management Task Management Field Service Configurable Schema, Forms and Workflow Integrate with existing Departmental Systems
One Platform : Many Applications Screenshots of Government Customer xrm Applications Citizen Requests Hurricane Irene (0r Other Natural Disaster) Service Center
One Platform : Many Applications Screenshots of Government Customer xrm Applications Citizen Requests/Service Center
One Platform : Many Applications Screenshots of Government Customer xrm Applications Social Services Benefits Eligibility Determination and Enrollment
One Platform : Many Applications Screenshots of Government Customer xrm Applications Case Management Persons With Disabilities, HHS, Welfare, Medicaid, etc.
One Platform : Many Applications Screenshots of Government Customer xrm Applications IT/Security Help Desk Management
One Platform : Many Applications Screenshots of Government Customer xrm Applications Public Records Tracker
One Platform : Many Applications Screenshots of Government Customer xrm Applications Offender/Probation/Work Release Management
One Platform : Many Applications Screenshots of Government Customer xrm Applications Victim Notification
One Platform : Many Applications Screenshots of Government Customer xrm Applications Employee Management
One Platform : Many Applications Screenshots of Government Customer xrm Applications Investigations Management
One Platform : Many Applications Screenshots of Government Customer xrm Applications Certification/License Management
One Platform : Many Applications Screenshots of Government Customer xrm Applications Public Safety Events Management
One Platform : Many Applications Screenshots of Government Customer xrm Applications Grants Management
One Platform : Many Applications Screenshots of Government Customer xrm Applications Tasks/Projects Assignment Tracker
One Platform : Many Applications Screenshots of a variety of Dashboards and extensive visualization capabilities Citizen s Issues Dashboard Recruit Compatibility Facility At-A-Glance Recruiting Scorecard Employee At-A-Glance Asset Dashboard 39
Dynamics CRM Next Steps Both Dynamics CRM On-Premise and Online Trials Available Dynamics CRM 311 Demonstration Environment Available for Test Drives Without Installing any Software In Depth Demonstration on any CRM Accelerator of Interest Available Business Justifications, References, and Customization Assistance all Available!
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