Overview of a digital service platform for Councils using Dynamics 365 developed by CRM Partners Pty Ltd

1. Building relationships that
drive success
Digital service platform for Councils

2. Commercial in Confidence
CRM Partners
Our Mission is to develop innovative cloud based solutions that deliver positive business
outcomes
CRM Partners is a cloud born company that delivers customised online solutions by working collaboratively to
build authentic relationships that deliver positive business outcomes.
Microsoft Silver Cloud Partner
As a certified Microsoft Partner, CRM Partners specialise in building and supporting complete cloud solutions.
This certification recognises CRM Partners expertise in delivering high quality online solutions.
Office 365 Azure Intelligence
Enterprise
mobility
suite
Dynamics
365
(Business
Apps)
Disability

3. Commercial in Confidence
Dynamics 365 for Councils
Working with councils to demonstrate the Microsoft Dynamics 365 platform as an enabler for service delivery
through digital channels.
CRM Partners have configured a council solution based on local government insight on the
Dynamics 365 platform.
Click on the image to preview the features
Key Features of the solution
• Responsive web portal
• SMS & email notifications
• Social media integration
• Live chat (unified service desk and co-browsing)
• Payment gateway with PCI compliance
• Service and permit request templates
• Context aware (location services)
• Escalation, workflow and business rules
• No code (use of pre-built templates to provision services)
• Search for knowledge artefacts and service requests
• Support of 43 languages
• Supports API integration using Azure logic apps to council systems
• Supports single sign on for councils staff
• Supports local and open authentication via web portal (optional)

4. Commercial in Confidence
Overview of Microsoft platform for Councils
The next generation business applications in the cloud enabling Councils to be more productive, intelligent and
adaptable
Website and customer
engagement platform
Dynamics 365 platform
Microsoft Dynamics cloud based solution, seamlessly integrates, brings power of Cortana intelligence, Power BI and Azure
machine learning to streamline operations, cut costs and increases efficiency.
The self service portal helps deliver exceptional customer service, increases customer engagement and satisfaction.
• Councils can quickly build best in-class self service portals with no developers required.
• A seamless customer experience with a responsive design that is optimised for mobile, tablet and desktops.
• Secure and configurable foundation with local and federated authentication.
• Engage audience with email subscriptions, social conversations flow in community discussion forums.

5. Commercial in Confidence
Solution overview for Councils
The proposed solution will enable Councils to deliver services online using the Microsoft Dynamics 365
platform. The platform will improve community engagement and deliver services via digital channels.
Target
+%
Individuals
Council Online Channel
Current
-%
Target
+%
Current -
%
Businesses
Workflow and rules engine (Dynamics 365)
Service request gallery (Dynamics Portal)
Integration to line of business applications and digital channels
Integration (Azure Logic Apps or Biz Talk services)

6. Commercial in Confidence
Sample screen shots of the solution
Simple and easy contextual designed pages to complete a service request for missed bin
Missed bin collection service request on a mobile interface that is customer facing with
live chat, co-browsing, location services and notifications (SMS and email)

7. Commercial in Confidence
The population map shows the touch points a council may have with the customer segments
Residents – people that live within the
council, either in their homes or as tenants
Businesses – People who own or run
small, medium and large businesses in the
area
Visitors – people who may not live or work
but spend time here studying, socialising,
shopping, commuting, and using the facilities
Professional permit applications –
developers, street workers, builders,
tradespeople that may need a permit to carry
out services in the area
Ability to segment customers

8. Commercial in Confidence
Ability to provide services across customer segments
Example of services that may be provided to each customer segment
Residents &
community
groups
• Information provision
• News and announcements
• Rates, fees and fines
• Transport and parking
• Complaints
• Community and volunteer groups
• Home, aged and care services
• Permits (animal, parking, etc.)
• Building and development
• Parks and gardens
• Local shops and services
• Sports and recreation
• Local maintenance and streetscapes
• Representation
• Permits and permit fees
• Footpath trading
• Infrastructureissues
• Leases and licenses
• Shopping precincts
• Facility maintenance
• Building and development
• Access and parking
• Local business groups
• Business advisory services
• Rates
• Complaints
• News and announcements
• Community development
Businesses
Visitors • Festivals
• Shopping precincts
• Schools
• Arts and culture
• Markets
• Dining and leisure
• Traffic and parking
• Transport and access
• Sports and recreation
• Libraries
• Parks and gardens
• Booking a space
• Fees and fines
Professionals
• Building and development
• Leases and licenses
• Permit fees
• Submissions
• Traffic/road access
• Funding arrangements
Understanding the common
services used by the different
customer segments can be a
useful way to target channels
and improve experience

9. Commercial in Confidence
Multi-channel
The solution is compatible to multiple delivery channels
Internal customers External customers
- Web browser
- Microsoft Outlook
- Outlook web app
- Mobile app
- Unified service desk
- Co-browsing support
- Power app
- Power Bi
- Flow
- Social Engagement
- Voice - Cortana
- Web browser
- Live chat
- Social media
- Mobile and tablets
- SMS

10. Commercial in Confidence
Mobility apps for easy access to information in Dynamics 365
Power apps can be configured to access information in real-time via mobile devices by business users. The
solution also comes with a field service mobility app for work orders
Power Apps and Field Service App interface for internal users and contractors

11. Commercial in Confidence
Service request management
The solution comes with pre-built templates for service that are local government specific. Custom service
requests and permits can be configured without or minimal code
Preconfigured templates for
service requests that can be
used and configured to Council
requirements

12. Commercial in Confidence
Demonstration for waste management
Walkthrough of the waste collection request
Complete a
web form Submit
Web Process
Telephone
and email
enquiry
Create a WC
service request
Email/SMS
notification to
the customer
with login
details
Schedule a WC
service request
Resolve SR End
Email
notification to
customer and
request for
feedback
Measure of
Success
Report on
resolution
time
Report on
customer
feedback
Report on staff
feedback
Perform
activity
requested
Email
notification to
the customer
with schedule
date

13. Commercial in Confidence
Building blocks for waste collection
The solution consists of the following building blocks
Base entities and web page configuration without code
WC Service
Request
Property
Route
Plan
Route
Schedule
Contact
Lead
Territory
Service
Request
Activities
Web Page
Web Form
Web Form
Steps
Web page
Content
Web Template

14. Commercial in Confidence
Contact us
Call us on 03 8679 4128 or email us on info@crmpartners.com.au