Since the early 2010s, the Australian Government have made several ambitious statements and policy commitments to serving the needs of Australians through “Digital Transformation”. In the following years, the Government has embarked on a multitude of projects to try and enhance the way that stakeholders, from individuals to businesses, engage with Governments and their services.
The Digital Transformation Agency (in its varied forms) was created to oversee the digitisation of the public service. Starting from humble beginnings as a section within the Department of Communications, to what it is today, the DTA is the jewel in the Government’s digital crown. With the Digital Service Standard, being the scepter, it uses to standardise the processes all Departments must follow when undertaking digital projects.
But what did the Government mean by Digital Transformation? Essentially it boiled down to something simple…. No more paper!
Since then, we’ve seen Government Departments run, to varying levels of success, projects to transform their service offerings under the guise of the Digital Service Standards. Departments have implemented the customer-centric design in the form of online forms, portals and online chat. Which is all very helpful at the time, but what happens once the form has been filled out? Where does it go?
At HSD we’ve seen instances of Government case management (i.e. applications, queries, complaints) handled by spreadsheets, emails, paper files and dare I say it… Microsoft Access. This has led to inefficiencies, inconsistencies and cases going missing, much to the despair of Team Leaders, Senior Executives and Ministers. We’ve all heard and seen Bureaucrats in forums such as Senate Estimates, Royal Commissions and Annual reports trying to explain ad nauseam why programmes, projects and IT systems aren’t meeting the needs of the people.
This is where Dynamics 365 comes into its own.
But what is Dynamics 365?
Dynamics 365 is a cloud-based platform built upon a common data model, that combines enterprise resource planning (ERP) and Customer Relationship Management (CRM). Dynamics 365 comes in several flavours, from Finance and Operations to Customer Engagement solutions such as Sales, Field Service, Marketing and our favourite, Customer Service. While this explanation will have a focus on Customer Service, there is standard functionality throughout the Dynamics 365 offerings.
Through the combination of ERP and CRM, organisations can transform their internal processes into streamlined workflows and leverage their own data.
By configuring workflows, you can ensure that cases don’t go missing. Cases can be automatically allocated to users, helping staff manage their workloads. Then depending on the nature of the case, it can be assessed, escalated to management or referred to a subject matter expert for further action.
Dynamics 365 improves customer service and consistency by providing users with historical information relating to the customer, including details of any previous interactions your team has had with them. This ensures that all information provided is consistent and accurate, meaning no more complaints from customers about the wrong information and also reducing the number of replies received for further action.
In addition to historical information, Dynamics 365 can be configured to ensure that staff undertake a series of processes, prior to actioning or finalising a claim. This means staff are aware of what is specifically required from them before proceeding. These processes reduce the amount of double handling as the case is managed the first time correctly.
Team leaders can help remove congestion or bottle-necking by having oversight of their teams individual and re-allocating cases as necessary. This can be supported by customisable visualisation tools, dashboards and reporting through the power of Microsoft’s PowerBI or Dynamics 365 Out of the Box reporting capabilities. These tools allow you to see in real-time the inputs and outputs of teams or run reports on customers based on collected data.
In good news, Dynamics 365 can be integrated into your existing operations seamlessly. It utilises existing instances of Office 365, meaning that all interactions with clients take advantage of branding and formatting already used. Dynamics 365 can be integrated into your pre-built/existing customer facing forms or you can choose to develop new forms or transform existing paper forms through Dynamics 365’s Portal Extension that integrates directly into your new shiny toy.
But in even better news, HSD has done most of this work for you.
For the past 2 decades, HSD has delivered Dynamics (CRM4 through to 365) implementation projects for Australian Government departments and some of the biggest regulatory and case management organisations in Australia. Over that period, we have learnt what works and what doesn’t! Drawing on that experience, HSD in conjunction with Microsoft, have developed the Dynamics 365 Case Management Accelerator (DCMA).
Dynamics 365 Case Management Accelerator is a product based on Dynamics 365 and in as little as 8 weeks, can transform your organisations’ processes into efficient and effective workflows.
Want to find out more about how Dynamics 365 can work for you? Contact us, to have a chat with one of our experts.