Based on our expertise in delivering Microsoft Dynamics 365 Customer Service solutions for government organisations, such as the DVLA, Met Office and Insolvency Service, we leverage pre-built government focussed solutions to accelerate the delivery of outstanding experiences for citizens. Our solutions address common challenges such as multi-channel engagement, security-by-design and legacy integration.

We apply the power of the full Microsoft technology stack to maximise the capabilities of Dynamics 365 Customer Service, including: • 360 degree view of the citizen, providing a holistic view of the citizen’s profile and their previous interactions. • Omnichannel to support seamless citizen experiences across channels. • AI and business rules to classify, prioritise and assign cases and tasks. • Interactive dashboards to support management of service cases. • Microsoft Power Virtual Agent to provide modern self-service solutions. • Sharing of knowledge with citizens, through Microsoft Dynamics 365 Portals.

Configuration-based: • Our accelerator templates are based entirely on configuration of out-of-the-box Microsoft technologies.
• Our core solution can be supplemented by a range of Azure services to enhance the solution, such as automation by configuration of Microsoft Power Automate flows, and Azure Cognitive Services to provide Artificial Intelligence capabilities.

Secure and robust: • Our implementations can be deployed independently or onto existing Azure subscriptions, providing a proven pattern to deploy across government organisations operating within a secure context.

We deliver in alignment with UK government standards, including the GDS Service Standard and Technology Code of Practice, and maintain appropriate certifications such as ISO27001 and Cyber Essentials Plus.

Our services are tailored to the requirements of our government clients, typically spanning project inception through to delivery and support. An example phased timeline would include:

Week 1: Envisioning Workshop
Weeks 2 – 3: Analysis and Initial Backlog
Weeks 4 – 5: Foundation Sprint
Weeks 6 – 13: Delivery Sprints
Weeks 14 – 15: Assurance
Weeks 16 – 17: Rollout

Dynamics 365 Citizen Experience for UK Government - 4 Mo implementation

NTT Data UK

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