Technology Record - Issue 31: Winter 2023

143 A large government council in London, UK, which regulates housing policies services for over 8,000 council tenants and 4,000 leaseholders, invested in a digital programme to build a platform that covers housing repair, tenancy management, homelessness application and property acquisitions. Working with multiple unstructured systems, the council struggled to resolve facility issues quickly. This resulted in lost revenue. However, having deployed Dynamics 365, the Dynamics mobile application and Power Platform across its employees and customer portals, it has reduced its call handling time by 15 per cent and the number of calls and letters by 50 per cent, thanks to self-service enablement. This allowed the council to serve the customer better and focus on those in need. Building a digital culture that promotes the technology awareness, adoption and use among staff and citizens will support the development of digital skills, including new features, such as data searching with Microsoft Copilot. Microsoft also has solutions that can secure government data and resources. Organisations can use Azure Security Center, Microsoft Defender and Azure Sentinel to protect their data and resources from cyberthreats while complying with regulations. Insight into the entire security state, threat prevention, detection and response capabilities, along with intelligent security analytics, helps to protect data. The above strategies enable public sector organisations to create positive outcomes for the citizens they serve. Through Microsoftpowered technology, public councils can become more agile, responsive, and resilient, and meet the changing needs and expectations of their stakeholders and customers in this digital age. This all helps to enhance the public value and trust of an organisation and contributes to the wellbeing, prosperity and development of the society. Vinoth Subramanian Haldorai is practice engagement director of Europe for Microsoft Practice at Infosys PUBLIC SECTOR “ Dynamics 365 and Microsoft 365 can be used to improve workforce productivity and customer experience”