Kildare County Council

Transforming Case Management with Dynamics 365 and Power Platform.


Responsible for the development and management of the natural resources of the county, Kildare County Council represents over 245,000 citizens across the municipal districts of Athy, Celbridge-Leixlip, Clane-Maynooth, Kildare-Newbridge and Naas.

With citizen experience at the heart of Kildare County Council’s strategic development program, the council sought to transform their existing case management process with the introduction of a future-ready CRM system.

While their legacy system had served the organisation well in the past, failure to integrate with core systems was driving up reliance on email and manual processes. This overreliance on manual data entry created a bottleneck in case processing, taking the team on average one and a half days to clear the inbox, with further manual data manipulation required to record case updates and resolution.

To overcome this challenge, enhance security and provide a world-class citizen experience, Kildare County Council embarked on a digital transformation journey, one centred on the modernisation of their existing case management solution and service enhancement via the development of both Citizen and Member portals for the submission and management of cases and representations.

To leverage the council's 2019 investment in the Microsoft 365 solution stack and facilitate collaboration with other local authorities, Dynamics 365 – a solution used by the majority of local authorities in Ireland – was selected as the platform of choice.

Business Benefits

Kildare County Council leveraged the power of Dynamics 365 and Power Platform to build a future-ready Case Management Solution.

Modern Digital Processes

Reduce dependence on manual email case logging with portal driven case creation.

Enhanced Citizen Experiences

The Citizen Portal provides a quick and easy interface by which citizens can drop a pin to log cases quickly and easily.

Streamlined Case Management

85% of customer cases are now triaged and assigned on the same day received.

Read the Kildare Co. Council Case Study in Full


Working with Storm to implement a new CRM solution using Microsoft Dynamics in 2021, has simply put, enabled our Customer Service team to do more, quicker and with less resources than before. Using Dynamics, 85% of our customer cases are triaged and assigned to the relevant service on the same day received

Tony Shanahan, Customer Services Officer & CRM Project Manager, Kildare County Council

The move to Microsoft Dynamics in partnership with Storm allowed Kildare County Council to leverage off the council’s initial investment in M365, to provide a cloud-hosted, integrated, IT secure and future-proof solution to our citizens, members and staff. We also benefited from seamless integration into other Microsoft online tools such as SharePoint, Outlook, Power BI, Bing Maps and Power Apps.

Rory Hopkins, Head of Information Systems, Kildare County Council

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