Government technology ecosystems are more complex than ever – the global pandemic ushered in rapid adoption of digital solutions to enable an entire workforce to work and collaborate remotely, while ensuring the continuity of critical citizen services. As digital transformation continues to be a strategic priority at all levels of government, the path forward should consider investments in new technologies that enhance citizen service delivery, while optimizing performance from the ground up.
Industry leaders and senior government decision makers from across the country will gather virtually at the MISA BC 2021 Fall Conference to collaborate and engage in important discussions around effective and innovative applications of technologies at the municipal level. This event comes at a pivotal time for the public sector; after 18 months of accelerated digital transformation, local governments must now consider how to enable long-term strategies that leverage robust technological solutions.
Increasing Citizen Engagement: Parkland County
Digital transformation across industries means consumers have elevated expectations when dealing with businesses; the same is true for citizens when dealing with local governments for all types of service delivery. For Parkland County, Alberta, modernizing and automating processes not only created tremendous efficiencies, it has enabled the municipality to deliver the highest-quality digital services to its residents.
Serving more than 32,000 people, Parkland is at the forefront of digital transformation with a roadmap that stretches to 2025. In 2019, the city sought a solution that it could apply across its operations to increase efficiency and standardize how it works – and that could grow to support its long-term transformation efforts. To achieve these ambitious goals, Parkland adopted Microsoft’s cloud-based Dynamics 365 and Power Platform. Since the upgrade, the city’s digitization program has accelerated and swiftly modernized its antiquated and paper-based processes, replacing previous systems and improving data analysis.
Beginning with its 3-1-1 service, which provides information for residents, Parkland deployed Dynamics 365 Customer Service to facilitate a single point of contact, with queries routed to the right department for response. Now, most departments within the organization are using CRM to manage citizen contacts, providing a standardized backbone across the business.
Through the Dynamics 365 platform, Parkland is also leveraging the Project Management module to develop processes that both meet departmental information needs while directly linking and aligning at a corporate level. It’s also using the Finance and Human Resources modules to streamline its financial operations and manage its workforce more efficiently.
As part of the journey, the municipality’s plans span mobile and citizen-facing applications. On the mobile side, Parkland has extended CRM to its field workers – by integrating Dynamics 365 Customer Service with its GIS, it automatically pinpoints the job location and allows workers to access and close tickets around jobs from their mobile devices without needing to return to the office.
With a long-term transformation strategy in place, these digital solutions offer Parkland the availability and scalability to maintain continuity during future periods of disruption, meet changing internal needs, and deliver a wider range of citizen-focused services.
Learn more about transforming municipalities
Microsoft will be sponsoring and sharing more stories and use cases like Parkland County’s digital journey at this year’s Municipal Service Delivery Officials conference, promoting excellence in municipal service delivery in Canada. Please join us by registering for the conference here or connect with Microsoft at firstname.lastname@example.org to kick off a conversation on your digital transformation journey.