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Governments Streamline Citizen Services with Microsoft Dynamics CRM Online

Cloud-based version of new CRM offering helps government agencies reduce costs, improve citizen engagement and increase transparency.

REDMOND, Wash. - Microsoft Corp. (Nasdaq: MSFT) today showcased examples of how government organizations are using the recently announced Microsoft Dynamics CRM to improve citizen services, reduce operational costs and boost productivity. Unveiled yesterday by Microsoft CEO Steve Ballmer, Microsoft Dynamics CRM Online is the cloud service of the new Microsoft Dynamics CRM 2011 solution that is helping both public and private-sector organizations respond to the people they serve efficiently.

In order to achieve aggressive goals around transparency, cost reductions and moving IT to cloud computing, many state, local and federal leaders are turning to commercial off-the-shelf-based solutions that are geared to aid in public-sector missions. Through the deployment of Microsoft Dynamics CRM Online, government agencies reap the flexibility, scalability and cost savings that a cloud-based solution offers, in addition to improved access to real-time data. Microsoft Dynamics CRM Online provides the foundation to assist across many aspects of government scenarios -- from grants management and 3-1-1 citizen response to Freedom of Information Act (FOIA) requests and intra-agency tasking. In addition, it gives agency personnel the familiar Microsoft Outlook experience, browser and mobile access to their information, a RoleTailored design, and advanced user personalization to help them increase their productivity.

"Often, our government customers' first experience with the Microsoft Dynamics CRM Online platform sparks the imagination and appetite to tackle other business challenges," said Senior Director -- Public Sector Amir Capriles at Microsoft. "The return on investment is realized very quickly due to the ease of user adoption and the ability to invest once and leverage the many applications available to government."

Several Microsoft partners and customers are building customized solutions using Dynamics CRM Online to address key challenges facing government agencies.

o Rock Solid Technologies, in an effort to reduce operational
costs while still delivering quality citizen services, moved
its flagship application, Respond, to the cloud using
Microsoft Dynamics CRM Online. Respond is a citizen
relationship management solution for municipalities and
government agencies to monitor and control service requests.
Microsoft Dynamics CRM Online is helping Respond not only
improve reaction times to service requests and citizen
interactions, but it has streamlined the agencies that
utilize the technology. Rock Solid is working with the city
of Carmel, Ind., to migrate to Microsoft Dynamics CRM Online
for its 3-1-1 solution to intake citizen concerns and
provide a closed-loop response.

o Microsoft is offering Microsoft's Grants Manager Accelerator,
an application that helps government agencies streamline the
grants process from initial solicitation through
application, review, scoring, award and progress reporting,
via the cloud with Microsoft Dynamics CRM Online. Microsoft
Dynamics CRM Online provides an alternative to its existing
CRM 4.0 on-premises deployment, enabling government
agencies to field a solution accelerator more quickly.

o Jim Townsend, president of InfoStrat, and one of two partners who
helped Microsoft build this solution, noted, "The availability
of Microsoft's Grants Manager Accelerator on Dynamics CRM 2011
will transform how agencies manage, review, process and track
billions of dollars of government grants. We can't wait to see
where this takes the market."
Eskel Porter Consulting Inc. is offering its Public Records
Tracker application based on Microsoft Dynamics CRM Online
to help federal, state and local government agencies manage,
track and respond to citizens' requests for information and
meet FOIA-compliance requirements. The move to the
Microsoft cloud has increased accessibility to the Public
Records Tracker application, and now users can request
information anywhere there is an Internet connection and
access to Windows Internet Explorer.

o Engage Inc., a leading innovator for line of business and
communication-as-a-service offerings across both public
and commercial sectors, has enhanced its USFederal360
offering for federal agencies and departments by announcing
the addition of Governmental Relationship Management (GRM
2011). GRM 2011 launching in concert with Microsoft Dynamics
CRM 2011 Online, delivers a robust contact and
correspondence management for public-sector staff, elected
officials and related private-sector organizations.

o The Broomfield Economic Development Corp. (EDC) is adopting
Microsoft Dynamics CRM 2011 coupled with a code set designed for
economic development organizations. This system allows the
agency to track and manage existing industry accounts and new
industry projects to ensure that its entire team has full
visibility of each job-creating opportunity. The company
desired a cloud-based solution that could be accessed via the
Microsoft Outlook interface to manage all communication and
reporting information. The solution is provided by Microsoft
Partner SRC Technology Solutions. Chattanooga Chamber of
Commerce's Economic Development Team used this solution to
manage the complex process of landing a large automotive
assembly plant that will create thousands of direct jobs. In
addition, all the automotive suppliers that are coming to the
region are managed in Microsoft Dynamics CRM as New Industry
Projects. The automotive suppliers significantly add to the job
creation totals, which have an enormous, positive effect on
Hamilton County (or Chattanooga) and surrounding counties. In
fact, every industry and existing industry project for this
community of 350,000 people lives inside Microsoft Dynamics CRM.

Those interested in learning more about the benefits of Microsoft Dynamics CRM and signing up for a free trial should visit

The Microsoft Dynamics CRM 2011 worldwide launch kickoff with Steve Ballmer Thursday, Jan. 20, 2011, at 9 a.m. PST can be viewed by registering at To follow and engage with the Microsoft Dynamics CRM community visit and #crm2011.

About Microsoft Dynamics

Microsoft Dynamics is a line of easy-to-use, integrated and adaptable ERP and CRM applications that enable business decision-makers to quickly respond to market shifts, take advantage of new trends, increase their competitive edge and drive business success. Microsoft Dynamics solutions are delivered through a world-class network of reselling partners providing specialized services and additional innovation to help customers excel in their industries.

About Microsoft

Founded in 1975, Microsoft (Nasdaq "MSFT") is the worldwide leader in software, services and solutions that help people and businesses realize their full potential.

SOURCE Microsoft Corp.


Matt Donovan of Merritt Group,


for Microsoft

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