Largest county government in the U.S. relies on Microsoft Dynamics CRM to boost services to constituents

The Los Angeles County Board of Supervisors is the largest county government in the U.S., responsible for public safety, property and municipal services, family and social services, and health services for roughly 12 million residents. With budgetary pressures and growing constituent needs, the Los Angeles County Board of Supervisors continually seeks ways to use technology to reduce the costs and increase the effectiveness of operations. "For nearly 15 years, our office has maintained constituent issue-tracking applications for each of the five board districts in the county," says Julie Zalace, Chief of Computing Operations for the Board's Executive Office. "We used an older application platform to create customized applications for each district. But, over time, it became increasingly difficult to modify the applications. We ran into technical limitations and fell far behind in terms of updating the software."

The Information Resource Management team contracted with Microsoft Gold Certified Partner InfoStrat to implement and learn how to best make use of Microsoft Dynamics CRM, including using the system architecture as a foundation for other business applications. Working with the development framework in Microsoft Dynamics CRM, the Information Resource Management team has created several mission-critical business applications that streamline operations for the county, including:

  • Human Resources Personnel Action Requests
  • County Service Awards
  • Board Letter Submittal System (BLS)
  • Assessment Appeals Board (AAB)
  • Conflict of Interest (COI) – Form 700
  • Customer Service Center

What changed? Today, the Los Angeles County Board of Supervisors Information Resource Management team can respond much more quickly to requests by using Microsoft Dynamics CRM. The new platform works with familiar Microsoft Office applications, offers greater security for sensitive data, and helps board offices keep track of constituent interactions. "The Executive Office has been able to achieve savings, reduce resources, and help staff make their jobs less cumbersome," says Sachi Hamai, Executive Officer, Los Angeles County Board of Supervisors. "Strategically, this has empowered the Executive Office to streamline its operations so that customers are better served."

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