Public Sector Digital Transformation with Dynamics 365 Customer Service
DOI:
https://doi.org/10.63282/3117-5481/AIJCST-V2I3P103Keywords:
Digital Transformation, Public Sector, Microsoft Dynamics 365, Customer Service, Cloud CRM, Citizen Engagement, Process Automation, Government Modernization, Data-Driven Governance, Service InnovationAbstract
Digital evolution in the public sector is particularly very important for getting more people involved, making operations run more efficiently & providing exceptional. Even though they have insufficient & convoluted regulations, governments & public organizations are being told to provide more transparent, responsive & individualized services. To make this change happen, Microsoft Dynamics 365 Customer Service is very important. It brings together information, processes & ways to talk to each other into a smart, unified service platform. This article looks at how Dynamics 365 improves the way public corporations are in the service of people by using computerization, analytics & AI-powered analytics. The study used a qualitative technique, analyzing examples of public agencies using Dynamics 365 to enhance these procedures, improve case resolution & increase user satisfaction. The results show that the platform makes it easier to switch from reactive to proactive service models, which builds trust and cooperation between people & government agencies. Centralized data management, communication across many other channels, and smart case routing all make it easier to respond & hold people accountable. The paper also looks at how the platform makes it easier to follow these rules, keep things safe & grow within public frameworks. The research shows that using Dynamics 365 Customer Service makes public administration more efficient & open, and it changes how citizens can become involved by using a service model that is more connected, data-driven & focused on people. This transformation shows how technology can link government agencies with the people they serve, making digital governance more fair & long-lasting.
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