Industry Overview

Government agencies are under increasing pressure to modernise citizen services, meet compliance requirements, and increase operational efficiency—all while working within tight budget constraints. The public sector faces unique challenges including legacy system modernization, stringent security requirements, and the need to deliver accessible, citizen-centric digital services.

Client Background

A central UK government body responsible for public safety and vehicle compliance sought to modernise its field operations and digital services. The organisation needed to replace outdated systems with a modern, cloud-based solution while maintaining government-grade security and compliance standards.

Challenges

  • Legacy systems lacking integration across multiple departments
  • Manual scheduling and reporting leading to inefficiencies
  • Regulatory compliance requiring auditability and traceability
  • Complex stakeholder requirements across various organizational levels
  • Ensuring accessibility compliance for public-facing digital services
  • Managing secure data sharing between government departments
  • Training staff on new digital processes while maintaining service quality

Our Solution

Concordant Digital provided end-to-end functional consultancy using Microsoft Dynamics 365 Field Service, Power Platform, and Microsoft Azure. We delivered:

  • A fully configured and customised Dynamics 365 Field Service solution
  • Integration with Resource Scheduling Optimisation (RSO) and Microsoft Power BI for reporting
  • Power Platform components including Power Apps and Power Automate for workflow automation
  • Microsoft Azure integration services for secure data processing and storage
  • Agile-based implementation with direct engagement with product owners
  • Comprehensive stakeholder engagement across Product Owners and Specialists
  • ROI optimization by leveraging Dynamics 365 Field Service out-of-box features
  • Low-code approach prioritizing configuration over custom development
  • Government-grade security frameworks and role-based access controls

Outcomes & Impact

  • Improved scheduling efficiency and audit trail
  • Better insight through real-time reporting
  • Enhanced user adoption via streamlined interface and training
  • Reduced operational costs through process automation
  • Achieved compliance with all government security standards
  • Established scalable, future-ready platform for digital initiatives

Additional Government Experience

Our expertise extends to local government, where we have successfully delivered comprehensive CRM transformation programs, including complex integration requirements with content management systems, customer portals, and multiple line-of-business applications for a London Borough Council.