Skip to main content

Mergen named ServiceNow Elite Partner and Center of Excellence of the Year

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

More from Case Study

View all case studys →
Case Study

Commercial Real Estate REIT — Facilities Workflow Across 1,400 Properties

A commercial real estate REIT unified facilities ops across 1,400 properties on ServiceNow Workplace Service Delivery.

Read →
Case Study

Major Airport Authority — Operations Platform Modernization

A major airport authority unified IT, facilities, and stakeholder ops on ServiceNow — 92M passengers annually, zero ops outages.

Read →
Case Study

Global Shipping Line — Port-Call Management on Now Platform

A top-10 global shipping line digitized port-call coordination across 380 ports — voyage delays cut 22%.

Read →

Ready to talk
about your next initiative?

Connect with a Mergen architect to scope an outcome-led engagement.

💬

Talk to an Expert

Connect with a certified architect and explore how Mergen can accelerate your transformation.
📋

Get a Free Assessment

Receive a comprehensive platform health check and a prioritized roadmap.
📖

View Success Stories

See how organizations like yours achieved measurable results.
🚀

Start a Project

Ready to go? Tell us about your initiative and we'll scope an engagement in 48 hours.
Contact Book Demo