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Dynamics 365 CRM for NSW State Gov Organization: Streamlining Assessment Management for Local Aboriginal Land Councils

Major Challenges > Our approach > Result (Outcome):

Customer:

An NSW State Gov organisation in Australia represents the interests and aspirations of Aboriginal people in New South Wales. The primary objective of this organization is to secure land rights for Aboriginal people and to promote their social, cultural, and economic development. They work to empower Aboriginal communities, advocate for their rights, and provide various support services to improve their quality of life.

Problem Statement:

Overview

Our client seeks a robust and efficient system to handle the management of half-yearly assessments, aiming to replace the current manual process. The existing method is labour-intensive, error-prone, and lacks effective communication channels. The proposed system will automate workflows, ensuring prompt notifications, streamlined submission tracking, and accurate assessment reviews.

Objectives

Challenges

By addressing these objectives and challenges, the proposed system will offer a comprehensive solution to streamline the half-yearly assessment process, ultimately enhancing operational efficiency and effectiveness for both the client and LALCs.

Solution or Development Process:

To fulfil all the business requirements, we recommended the implementation of Microsoft Dynamics CRM. To address the challenges outlined in the management of half-yearly assessments within Dynamics 365 CRM, we propose the following solution:

Implemented customised workflow automation using  Dynamics 365 Power Automate to manage the workflow across multiple LALCs efficiently. This includes automated notifications for assessment, task assignments, and submission reminders, ensuring timely communication and tracking of submission statuses.

Configured Dynamics 365 CRM with a scalable infrastructure to accommodate a large user and assessment volume without performance degradation. This involves optimising database configurations, leveraging cloud-based hosting solutions, and implementing load-balancing techniques to handle increased workload demands effectively.

An intuitive and accessible user interface has been developed within Dynamics 365 CRM, tailored to the specific needs of LALCs and administrators. The interface features customisable dashboards and simplified navigation menus, ensuring a seamless user experience. The UI is divided into two distinct components: the admin side, built on Dynamics 365 CRM, and the user side, created using Dynamics 365 PowerApps Portals. This dual-structure approach provides administrators with robust tools for managing and reviewing assessments while offering LALCs an easy-to-use platform for submitting evidence and requesting extensions.

Utilised advanced security features within Dynamics 365 CRM to guarantee the security and confidentiality of submitted evidence. This includes encryption protocols, access controls, and audit trails to monitor and track data access and usage.

Integrated Dynamics 365 CRM with productivity tools such as Microsoft Outlook and SharePoint to streamline collaboration and document management processes. This allows for seamless sharing of assessment-related information and facilitates real-time communication between LALCs and administrators.

Microsoft Entra serves as the identity provider, managing all users, security groups, and teams. Each zone has a specific team comprising members from that zone, with access management facilitated through security groups. For instance, all system administrators are included in the System Administrator group.

Technologies and Tools Used

Dynamics 365 Recruitment Add On

Microsoft D365 CRM

power pages

Microsoft D365 PowerPages

power automate

Microsoft D365 Power Automate

share point

SharePoint Integration for Document Management

Results:

Utilising the CRM system, this NSW State Gov Organization was able to unify their LALCs, consolidating them under a single umbrella. By centralising client data and automating processes, they elevate the standard of client service across their entire business while significantly reducing the risk of human error in client service. Business managers access real-time analytics on customer management activities, ensuring they remain informed about their team’s current cases, objectives, and scheduled tasks.

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