Solutions - Microsoft Citizen Service Platform

How the Microsoft® Citizen Service Platform simplifies the citizen journey for ‘Penny’ as she gets married, changes her name, renovates her home, pays fees, registers her child, finds childcare, and more.

1. Applying for a marriage license online (eForms)

Penny Cooper wants to apply for a marriage license. Filling out the application form on the library kiosk is easy and takes only a couple of minutes, saving time for her as well as government staff who no longer have to handle such interactions.

Streamlined documentation processes ensure that this application is managed securely and correctly to meet with legal guidelines on record-keeping.

More importantly, the data is saved in Office Open XML (OOXML) so that it can be analyzed by civil servants later to discover trends, thereby increasing service delivery and citizen satisfaction.  

2. Changing a name (eID)

After much deliberation Penny decides to take her husband’s name. When she applies for her marriage license she automatically receives her new eID card in the mail. After Windows CardSpace™ has helped her out with her new eID, she’s able to change her personal information easily in the comfort and safety of her own home. When she logs in with her new eID she fills out a simple form on the government’s portal, and this information automatically updates her name across all government systems, from electoral databases to contact details at the tax department.

Authentication and access rights are also changed automatically and she now has a single sign-on as Penny Giddens, without any time-consuming manual data entry for government employees, and without the hassle of having to ring every government department personally, informing them of her new marital status.

3. Making an online application (Portals)

When Penny and Robert Giddens enter the property market with a ‘renovator’s delight’ they make their development application online, automating the early stages of council approval through a citizen-centric portal that also allows them to pay their taxes, licenses, library fees and much more.

Their neighbor makes a simultaneous development application, which they can view online, seeing how it will impinge on their works without having to go into council offices. From the same portal they can check out information from government departments to ensure the changes to the property won’t adversely affect the environment.

And finally, from the same portal they can also check on any past records of complaints filed against their proposed building contractors to ensure that they’re on solid ground with their construction.

4. Updating your records (Collaboration and EDRM)

After the birth of their first child, Penny and Robert have little time to fuss over government records. Thankfully they can enter Emily’s birth details online, saving time for the family as well as government staff. Collaboration with hospital databases confirms this information and records the birth automatically. Her records are safe and easily tracked within and across government systems. With her eID, Penny can easily access all of her child’s records by logging onto the government’s portal. And when her child gets her own secure eID she’ll also be able to access her own records throughout her life.

With Microsoft Office SharePoint® Server and Microsoft Identity Lifecycle Manager as the basis for their electronic document and records management (EDRM) system, the government can manage the information lifecycle cost effectively and simply. And thanks to advanced collaboration between government systems, authorized government staff can now access citizen records from any department. As a result, governments no longer have to send citizens like Penny and Robert from building to building to get the many documents they’ll need throughout their lives.

5. Checking financial records online (Financial ERP)

As the Giddens family grows, they become more active in their community. When they want to know how their taxes are being spent, Penny and Robert need only go to their government’s portal, which is connected directly to the enterprise resource planning (ERP) system, Microsoft Dynamics™.

Not only can the Giddens see all of their individual financial dealings with the government (taxes paid, licenses, water bills, sewer bills, garbage collection, and even pet licenses), they can also dig deeper and see exactly how those revenues are being spent due to direct connection between Microsoft Dynamics and their portal.

Analysis of this readily available data enables the Giddens to lobby the council for the construction of a new childcare facility in their neighborhood and the council can also see that it is warranted. With a bird’s eye view of outgoings, the council can also see where expenditure can be re-allocated to pay for the facility.

The result? Emily Giddens will only have a few minutes’ walk to her new childcare center in the mornings.

6. Applying for government services (CRM)

Penny Giddens applies for a place at the local childcare center in person. They look up her records using a citizen relationship management solution based on Microsoft Dynamics. Smooth interaction between government agencies enables them to find Penny’s and Emily’s records in an instant and ascertain that they qualify for a place as they are local residents.

Emily’s vaccination records are required by the state before she starts at the childcare center, so these are automatically and securely made available to authorized users, such as staff at the new facility. In this way Microsoft Dynamics is even able to identify missed vaccinations, offering better health protection for all the children in the center through a single view of all citizen data.

Contact AT-SINC for more information on the Microsoft Citizens Service Platform.

Related resources