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
- Develop a system automatically generating half-yearly assessments for Local Aboriginal Land Councils (LALCs) based on predefined criteria and schedules.
- Implement an email notification feature to inform LALCs of new assessments, upcoming deadlines, and other pertinent updates.
- Provide LALCs with a user-friendly interface to submit required evidence and documentation for their assessments.
- Enable LALCs to request extensions for assessment submission deadlines with a simplified approval process.
- Empower administrators with tools to review submitted assessments, verify evidence, communicate with LALCs if necessary, and mark assessments as complete upon satisfactory review.
Challenges
- Managing workflow across multiple Local Aboriginal Land Councils (LALCs), ensuring timely notifications, and tracking submission statuses present significant challenges in the current assessment process.
- Scalability is a concern, as the system must handle a substantial volume of users and assessments without performance issues.
- Ensuring user accessibility is crucial, requiring an intuitive and accessible interface for both LALCs and administrators to navigate the system efficiently.
- Maintaining data security is paramount, necessitating robust measures to guarantee the confidentiality and integrity of submitted evidence and documentation throughout the assessment process.
- Addressing these challenges will be essential in developing a successful and effective system for managing half-yearly assessments.
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
Microsoft D365 CRM
Microsoft D365 PowerPages
Microsoft D365 Power Automate
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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