Project Scope
- Serving 386,000 Citizens
- Council-wide Implementation
- Self-Service Portal
Key Technologies
- Microsoft Azure Cloud
- Dynamics 365 CRM
- Azure API Management
Delivery Approach
- Multi-Disciplinary Team
- Iterative Development
- User-Focused Design
Timeline
Project Journey
Key Milestones & Achievements
Requirements & Architecture
- Stakeholder Engagement
- User Journey Mapping
- Azure Cloud Architecture
Core Systems Integration
- Dynamics 365 Configuration
- Web Portal Development
- API Integration Layer
Service Optimization
- Workflow Automation
- Security Testing
- User Acceptance Testing
Platform Deployment
- Staff Training
- Public Launch
- Continuous Improvement
Challenges & Solutions
Key Challenges We Solved
Complex transformation requiring innovative solutions
Legacy Systems Integration
Manual processes and outdated systems hindering efficient citizen service delivery.
- Dynamics 365 CRM Implementation
- Automated Case Management
- Digital Service Workflows
System Integration
Need for seamless integration between website and CRM for real-time updates.
- Secure API Architecture
- Real-time Data Sync
- Unified Data Platform
Citizen Engagement
Limited digital self-service options and poor user experience for citizens.
- User-Friendly Portal
- Mobile-First Design
- Automated Updates
Security & Compliance
Need for robust security and compliance with government regulations.
- Azure Security Features
- Data Protection Controls
- Compliance Framework
Data Migration
Complex migration of data from multiple legacy systems while ensuring data integrity.
- Phased Migration Strategy
- Data Cleansing Tools
- Automated Validation
Change Management
Ensuring smooth transition and adoption across 3,500 council staff members.
- Comprehensive Training Program
- Change Champions Network
- Support Documentation
Results
Key Outcomes & Impact
Transformative results that delivered business value
Processing Reduction
Reduction in manual service processing through automated workflows
Service Availability
Round-the-clock access to council services through the digital platform
Faster Response
Improvement in service request response and resolution times
Scalability
Cloud-native solution handles increased demand without performance issues
Architecture Standardization
Reduced fragmentation and maintenance overhead
Staff Adoption
Council staff successfully trained and using the new platform
Conclusion
Final Outcome
Digital Transformation in Local Government
Croydon Council's citizen interaction platform has transformed public engagement by seamlessly integrating Azure Cloud, a user-friendly website, and Dynamics 365 CRM. The solution has significantly improved service delivery efficiency, enabled comprehensive self-service capabilities, and automated service requests, setting a new standard for digital local government services. With successful adoption by over 3,500 council staff and serving 386,000 citizens, the platform demonstrates the power of digital transformation in local government.
This success story demonstrates our expertise in delivering modern digital solutions for the public sector, effectively combining cloud technology, user experience design, and process automation to create lasting positive impact for citizens and council staff alike. The project's comprehensive approach to change management, data migration, and security compliance has created a robust foundation for continued digital innovation.
Next Steps
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