Public Sector: Digital Transformation through Microsoft Dynamics 365

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Can public sector organisations afford not to take advantage of digital tools?

It’s a slightly controversial statement but nevertheless true, that whilst commerce and industry advance at speed towards great digital change, the public sector in the UK is in danger of being left behind. Potentially, at great sacrifice to public health, wellbeing and economic wealth. It’s indeed an uncomfortable truth that our most visionary, forward thinking public sector leaders are challenged every day in a drive to make UK public services world-leading again.

Digital transformation in the public sector

In the UK’s Institute for Government’s Manifesto for Changing Public Services it’s estimated that up to £46billion could be saved across UK public sector year on year with digital transformation that eradicates out-dated legacy systems and the need for costly suppliers. Which equates to an additional 1m frontline public servants.

Which begs the question, can public sector organisations afford not to take advantage of the digital tools available today?

Innovative public sector leaders value digital change

Innovative leaders in the public sector continue to push the mandate in a positive direction, encouraging their boards and final decision makers to engineer the digital change that will steer the UK and its people in the right direction. All the while, commercial private sector businesses, innovative third sector organisations and manufacturing, banking and financial services leap ahead with digital transformation that’s energising their business, boosting their bottom lines, massively slashing costs and increasing customer satisfaction tenfold.

Deploying an innovative digital toolkit has the power to solve much of the organisational pain our local authorities and service providers face, whilst correcting the disconnect that so many of our citizens feel from our elected leaders and public services. Saving heaps of money from public funds in the process.

CRM for citizen engagement

As the demographic make-up of our country ages and shifts, it has never been more important to reach citizens at a time that suits them, where they naturally consume their media and messages. Our culturally diverse and digitally switched on nation demand personalised multi-channel, multi-lingual interactions. Keeping citizens informed, engaged and aware in a cost effective, timely manner, and in a way that speaks their metaphorical language is invaluable. Yet a difficult operation without the right digital tools.

CRM solutions for the public sector

Enter Redspire and Microsoft Dynamics 365, with the tools and expertise you need revolutionise your organisation. Bespoke solutions built to your organisational needs, these purpose-built Customer Relationship Management (CRM) applications work seamlessly to help manage specific business functions across the organisation including Customer Service, Operations, Finance, Field Service, and Marketing, and all contribute to Customer/Citizen Insights.

CRM in simple terms simple terms is a category of integrated, data-driven solutions that improve how you interact and do business with your clients. CRM systems and applications are designed to manage relationships, track engagements and sales, and deliver actionable data, all in one place.

The next generation of intelligent business

Microsoft Dynamics 365 is the next generation of intelligent business applications that enable organisations to grow, evolve and transform. As technology continues to transform the world, Redspire are a driving force that will help public sector organisations optimise operations, reach and engage with the public and empower employees to deliver services and the most personalised and powerful ways

Digital Transformation is here. And it isn’t only for corporate, digitally focused businesses. The tools must be deployed for public sector organisations. Our public services can, and should be as accessible as Amazon, as easy to use as Google and as exciting and flexible as Uber and AirBnB. And all delivered ethically to deliver front end services, in the public’s best interests and with the ability to save millions in public funds.

AI for the Public Sector

Artificial Intelligence has become ‘The New Normal’ and touches many aspects of our everyday life. Early adopter public sector agencies like Enfield Council and Aylesbury Vale District Council are already seeing the transformative value for services and citizen engagement, investing in AI chatbots to improve customer service, simplify internal processes and to guide residents through various form fill processes.

Constantly learning from previous conversations with residents, these revolutionary bots have the power to improve response times to generic service queries in areas like benefits and council tax queries, refuse collection requests and so much more.

Future planning with CRM

What does the future hold? The certainties are improved efficiencies, reduced demand on services and employees, a holistic citizen view that creates a better client experience and improved insights that lead more effective service provision. Digital tech provides a tremendous opportunity to improve all citizens life, for the common good of our country, and with ethics, security and privacy at the forefront of all decision making.

The fourth Industrial Revolution is here

We are now part of the 4th Industrial Revolution. The McKinsey Institute has stated that AI is contributing directly to a tremendous transformation of society, “happening ten times faster and at 300 times the scale, or roughly 3,000 times the impact” of the Industrial Revolution in the 1800’s.

What does this mean practically? Digital learning and skills development will be a core component of literacy and basic life skills. From pre-school to higher education, our education system must revolutionise and ‘keep up’ with the constant digital developments to ensure we don’t face skills shortages or challenges with talent acquisition.

What is certain however, is that change resistance within the public sector is beginning to break down. The opportunities for cost and efficiency savings, shared resources and joined up processes are too phenomenal to be ignored. Case in point, the Smart London plan, in which the City of London sets out the bold yet achievable ambition to become the smartest city in the world through mobilised services, data innovation and Artificial Intelligence. Improving the lives of some 30 million visitors, residents and workers.

Accelerating Digital: An Interactive Forum for Public Sector Leaders

Redspire has been a Microsoft Dynamics CRM Partner for over 15 years, helping all types of organisations across the UK transform through digital innovation and improvement. Our ever-expanding team of Microsoft certified consultants bring Dynamics 365 to life, with a bespoke solution that overcomes unique organisational challenges with a straightforward, customer centric approach. Our clients stick around, partnering with us long term, every time.

If you’re a digital leader who’d like to be part of the discussion on advancing digital transformation for the greater good in your organisation, reserve your spot at our interactive forum for public sector leaders today.

This not to be missed forum on 30th May, chaired by Dr Jim Hamill – in association with Microsoft, Bridgeall and Exactive – will inform, set the tone for the future of digital innovation in Scotland, and provide invaluable tools and support to persuade stakeholders and key decision makers on your future vision.

Full details can be found here – Accelerating Digital: An Interactive Forum for Public Sector Leaders. Sign up today.

Why the Public Sector Needs CRM

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As a Gold CRM partner to Microsoft, we see a lot of businesses trying to draw closer to their customers.

Effort, budget and vision get them to where they want to be. They realise that to have competitive advantage, they must be operationally effective and skilled at communicating with their customer base on the customers’ terms.

With the UK population feeling very disconnected from the Government, local politics and often the public sector organisations that seek to serve them, it’s time to take a closer look at the business example. Many councils and public sector organisations are already doing it, using Microsoft Dynamics and other CRM platforms to be more affective and engage people at the same time.

How can CRM help?

At a basic level, CRM will greatly increase the efficiency and cost effectiveness of public sector organisations facilitating, automating and streamlining interactions between employees, service providers and customers. Collaboration and productivity tools reduce duplication of effort and make day-to-day tasks easier for employees. In the case of Microsoft Dynamics CRM, a 360-degree view of every council tax or housing contact gives seamless case management and in the case of Dynamics365, it does it a role based level so confidentiality is never unnecessarily breached.

There can be so much more to public sector CRM than just cutting costs and streamlining services. Many are arguing it’s time to reinvent the interactions between the electorate and local, national and UK governments. Using CRM, public sector bodies could reverse the disempowerment that most constituents feel.

Imagine your local area having a CRM portal that you could access for all the services you need? Submitting parking permit applications, paying a fine, requesting bin uplift, asking a question of your local councilor, telling the right person about an ongoing community issue, a pothole problem or something that would help the community to be safer and more progressive.

At election time, imagine being able to access all of the opposing parties in your area to really understand their policies at a local and UK level without feeling accosted on your doorstep. And with that kind of information going into the CRM, imagine the insight that those in authority could use for understanding their area, their policy strengths and weaknesses.

CRM is an area in which the public sector can learn from the business world. Know your customers, listen to them, respond to them, keep them informed, make it easy for them to interact with you, make them want to be active participants in what you do. It will ultimately save your organization time and money chasing a disengaged population.

Are you a housing association looking at how CRM could help? We are offering housing associations and similar public sector bodies a supported free trial of Microsoft Dynamics CRM. Just like your customers, it’s worth getting up close to understand it.