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CASE STUDY

Federal Civilian Agency: Dynamics 365 for Citizen Service Delivery

A federal civilian agency replaced legacy systems with Dynamics 365 for citizen service delivery. Service-delivery time down 44%; FedRAMP-aligned.

May 9, 2026 · 2 min read · By admin
At a glance
44% CHANGE
Industry
Public Sector
Topics
Dynamics 365 · Microsoft
Published
May 2026
Headline outcome
44% Service-delivery time: down 44%

Measured outcomes

What this programme actually delivered.

44%

Service-delivery time: down 44%

+34

Citizen NPS: +34 points

+28%

Caseworker capacity: +28%

The challenge

A federal civilian agency’s citizen-service delivery ran on legacy systems hitting end of life. Replacement needed FedRAMP alignment + delivered service speed improvements.

What we built

Dynamics 365 + Power Platform on Azure Government. FedRAMP-aligned controls. Citizen self-service portal. Caseworker dashboards.

Outcomes

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