XRM for Government

Communication and information management challenges in the public sector

Public sector organizations share a common need to be able to identify and manage stakeholders, communication and other information more effectively, including activities, programs, service requests, documents, case files, decisions, dates, events, financial and other transactions.

Organizational needs generally fall into one of two categories:

  • General constituent outreach (call centres, public information campaigns, etc.)
  • Program-specific interactions, e.g.:
    • Parks and recreation
    • Property management
    • Case management
    • Grants management
    • Issues management
    • Licensing
    • Purchasing
    • Others.

Traditionally government has either managed these relationships, and the information they generate, through stand-alone (“silo-ed”) solutions, or inadequate (inflexible, unscaleable, difficult and expensive to maintain) legacy systems. Neither is up to the challenges of the modern public sector

The Business Value of BPM-driven xRM

Business process management is at the core of public sector operations. Innovation in business process management is a key differentiator for organizations, and enables them to respond to business challenges (e.g. content management, relationship management, work activities, communications, reporting and analytics) with agility and efficiency. Historically, organizations have struggled with ways to manage:

  • Relationships
  • Information
  • Communications
  • Business processes
  • Reporting and analytics

IT traditionally responded to these challenges with a “buy vs. build” mentality – neither is ideal:

  • Hidden costs
  • Limited fit, or not cost-effective to meet all needs
  • Incomplete business input
  • Inconsistent user experience
  • Duplication of application and data services
  • Duplication of infrastructure
  • Etc.

An application platform approach based on Microsoft Dynamics xRM – “any” relationship management – bridges the gap between buy and build.

  • “Modifiable, out-of-the-box software solution” – MOTS not COTS
  • Rapid innovation
  • Accelerated user adoption
  • Lower TCO
  • Improved scaleability and supportability
  • Integrates with structured (e.g. ERP) and unstructured (e.g. documents, email, web content) application data

Microsoft xRM is a line-of-business application development platform for managing business process, information and analytics associated with relationships:

  • with people
  • with events
  • with “things” (e.g. issues, cases, complaints, grants, applications, services, etc.)

xRM allows you to capture the attributes, history and content associated with relationships in order to gain insight necessary to provide actionable guidance (or “informed decisions”)

xRM can be combined with a portal collaboration solution like SharePoint in order to provide:

  • robust document management
  • collaboration workspaces and a social computing experience
  • internal and external websites
  • enterprise search capabilities.

Overview of NetDexterity XRM and Content Management Solution

NetDexterity specializes in agile business process management solutions. In our view, successful business process management requires the intelligent combination of workflow management, content management, application integration, and business intelligence.

We are expert at the intelligent design and implementation of “any” relationship management solutions (xRM) using Microsoft Dynamics CRM as a software development platform

NetDexterity specializes in developing xRM solutions for government, such as:

  • Case management
  • Service request management
  • Grants management
  • Licensing management
  • Purchasing management
  • Committee management
  • Funding request management
  • And many others

Furthermore, NetDexterity extends the power of Microsoft CRM as a relationship management tool, with Microsoft SharePoint as a robust content and collaboration management tool. NetDexterity uses SharePoint for the following purposes:

  • To expose the functionality of CRM to an external web audience for the purpose of:
    • Citizen self-service
    • Service request management
    • Registrations and payments
    • Etc.
  • To enable document and content collaboration, project collaboration, records management and archiving, and workflow and governance enforcement
  • To deliver a social computing experience, including wikis, blogs, enterprise search, discussion forums, tag clouds, expertise management, and many other features.

NetDexterity combines the power of Microsoft Dynamics CRM and SharePoint to deliver content and relationship management solutions that are:

  • Configurable – for a perfect user experience
  • Scaleable – to meet present and future demand
  • Supportable – to minimize costs and resource demands
  • Secure – to ensure privacy and accountability
  • Interoperable – so they leverage the value of your existing IT investments
  • Usable – they use familiar tools such as Outlook, Word and Explorer so adoption is rapid
  • Extensible – architected so that desired customizations are easy to implement and maintain.

 

White Paper – Complex Business Processes in Microsoft CRM

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