CASE STUDY # 11
Microsoft 365 | Azure | Power Platform | SharePoint | Case Management
Case Management Solution Development for Improved Citizen Services Using Power Platfrom & SharePoint
Our client was a mid sized city government. They sought a dependably efficient, transparent way to handle their citizen requests, complaints, cases, and other stuff. They wanted a rather entirely streamlined case management process which would handle everything related to case management from case submission to processing and reporting. Their purpose was to improve their operational efficiency and significantly enhance citizen satisfaction.
As consultants, we were approached to develop a robust Case Management Solution using Microsoft’s Power Platform, highly customized to meet their specific needs.
The Challenge:
Before they reached out to us, the client faced several challenges with their case management process:
- Cumbersome Manual Workflows: Case submissions, tracking, reporting, etc. were being done by hand, leading to delays, mistakes, inefficiency, etc.
- Limited Visibility for Citizens: Citizens had little insight into their cases’ status. It had caused frustration and a lack of trust in the system.
- Disconnected Tools Across Departments: The client relied on a plethora of unconnected systems which had made it hard to track cases and collaborate easily between teams.
- Clunky and Inconsistent Reporting: Tracking important metrics like case volume and processing times was a hassle. It limited their ability to measure/improve their performance.
The Solution:
We provided a comprehensive Case Management Solution built on Microsoft’s Power Platform, which included:
- Power Apps for easy case submissions.
- Power Automate to speed up workflows.
- Power BI for live tracking of case status.
- Microsoft Teams to beef up teamwork.
- Dataverse/SharePoint for secure, organized data.
How We Did It
Our approach followed a phased implementation plan
Discovery & Planning
We conducted workshops to understand their case management needs. Then we documented requirements and defined the project scope. This phase lasted 4 weeks.
Solution Design
Then we developed solution architecture, wireframes, security models over the next 2 weeks.
Development
We built the Power Apps, automated workflows, dashboards, all while setting up integrations with client systems like GIS, ERP, etc. This phase took 10 weeks.
Testing & Validation
We performed User Acceptance Testing (UAT) and validated workflows to make sure the system functioned correctly. This took us 3 weeks.
Deployment
The solution was deployed in the city’s Power Platform environment. We migrated legacy data and configured environments over a period of 3 weeks.
Training & Adoption
We provided training to their end users and admins as well as comprehensive documentation. This phase lasted 3 weeks.
Post-Implementation
We offered post implementation support for 4 weeks and resolved issues, collecting feedback for future improvements.
The Problems We Faced:
Integration Challenges
We had to integrate with the city’s existing systems i.e. GIS and ERP. Now this thing required some really intensive and thoughtful planning and coordination.
Training Needs
We had to ensure that the city staff understood how to use the new system so it took from us full fledged effort on training and support.
Time Constraints
The project timeline was tight. We had to deliver dependably efficient project management and resource allocation so there were no complaints and issues going forward.
What We Finally Achieved
- Boosted Speed
- Clearer Insights
- Instant Feedback
- Stronger Teamwork
- Smarter Data Handling
Conclusion
The implementation of the Case Management Solution substantially revamped how the client city handled their citizen cases. We helped the city improve its executional output and traceability by systematizing case submission, processing, tracking, reporting, etc.
Our solution tackled their needs by automating manual processes and integrating with existing systems to upheave joint effort. The result was a more effective citizen-friendly case management system that delivered dependable lasting value for the city.
