Kildare County Council

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.