Case Management in Government
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Microsoft, Google, Box vie for enterprise collaboration market - Diginomica

Microsoft, Google, Box vie for enterprise collaboration market - Diginomica | Case Management in Government | Scoop.it
Diginomica
Microsoft, Google, Box vie for enterprise collaboration market
Diginomica
The reconfiguration of rivalries includes Microsoft linking up with Box and Salesforce.com.
Andrew Brewin's insight:

While not, strictly speaking a Case Management subject, this article gives some very interesting insight into the directions being taken by Microsoft and others.  Case Management seems to be moving into the collaboration and ECM space with Unified Service Desk offerings, tighter integration with Document management tools  and integrated portals.  I find it interesting to see Microsoft teaming with Box (competes with SharePoint?) and Salesforce.com. 

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Microsoft Dynamics CRM Spring ‘14: Email to Case - business benefits, considerations and option for CRM 2011 customers - Microsoft Dynamics CRM Community

Microsoft Dynamics CRM Spring ‘14: Email to Case - business benefits, considerations and option for CRM 2011 customers - Microsoft Dynamics CRM Community | Case Management in Government | Scoop.it
RT @MSDynamicsCRM: #MSDynCRM Spring ‘14 - The #biz benefits of #email to case automation - http://t.co/7Vp9SZ0SbO. #MSDynComm #CRM2013 #CRM
Andrew Brewin's insight:

One of the key enhancements to CRM in the 2014 release is the abilitiy to have an email automatically created as a case.  People simply send an email to a specific mailbox and a basic case is created. 

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The IRS E-Mail Scandal, Or How the Dog Ate My Homework -- Information Governance

The IRS E-Mail Scandal, Or How the Dog Ate My Homework -- Information Governance | Case Management in Government | Scoop.it
The IRS e-mail fiasco the latest in a checkered history of information governance disasters -- when will organizations learn?
Andrew Brewin's insight:

Not Case Management per se, but sadly, these are isolated cases.  Good case management is an important piece in the Information Governance puzzle.

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Integrating Microsoft Dynamics CRM with Bing Maps REST Services - Microsoft Dynamics CRM Professionals

Integrating Microsoft Dynamics CRM with Bing Maps REST Services - Microsoft Dynamics CRM Professionals | Case Management in Government | Scoop.it
A new feature of Microsoft Dynamics CRM 2013 is the out-of-the-box Bing Maps integration. It provides the user with a convenient map of the record’s address (account, contact, or lead).
Andrew Brewin's insight:

More techie stuff but I didn't want to lose track of this.  Sample code for going beyond the out of the box integration with Bing Maps.

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Microsoft Dynamics CRM Spring '14 Overview of Unified Service Desk

Microsoft Dynamics CRM Spring '14 Overview of Unified Service Desk | Case Management in Government | Scoop.it
Bring multiple apps together inside the new Unified Service Desk in Microsoft Dynamics CRM. In this video, Matthew Barbour gives you a heads-up on this agent desktop designed around multi-channel i...
Andrew Brewin's insight:

Most government bodies have some form of Service Desk/Call Centre.  Microsoft now has (through acquisition) a full solution - but will anyone use it for Public Sector?

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Tribridge CRM311 Snapshot Video: Improving Citizen Services with Microsoft Dynamics CRM

Watch this short video and learn how Tribridge has built a state-of-the-art call center management solution specifically for city and county goverments using...
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Microsoft Dynamics CRM 2013 Outlook Integration (Part 2)

For more videos on CRM 2013 visit www.adaptable.co.nz.
Andrew Brewin's insight:

A really nice description for Outlook/CRM.  Presenter is very clear and gives a number of important implications of the various options you have if you are using Outlook client for CRM.

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Microsoft Dynamics CRM Spring '14 Case Management Enhancements

This short video featuring Beth Steinke, shows you around improvements to Case Management in Microsoft Dynamics CRM, including using SLAs and entitlements to...
Andrew Brewin's insight:

SLA's are an interesting concept but I'm not seeing many that implement them.  For government, SLA's are often set for internal performance management.  Is there any point in using Dynamics CRM SLA's to help with that?

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Routing Rules to Automate Case Routing in Dynamics CRM 2013 - Microsoft Dynamics CRM - Tips, Tricks & Add-ons - Inogic - Microsoft Dynamics CRM - Microsoft Dynamics Community

Routing Rules to Automate Case Routing in Dynamics CRM 2013 - Microsoft Dynamics CRM - Tips, Tricks & Add-ons - Inogic - Microsoft Dynamics CRM - Microsoft Dynamics Community | Case Management in Government | Scoop.it
Microsoft Dynamics Community (Automated case routing with @MSDynamicsCRM #SP1 http://t.co/fsaFg9LSgm @inogic)
Andrew Brewin's insight:

This is quite technical but shows how easy it is to use queues to manage workload in Dynamics.  Dynamics workflow tools are especially useful for public sector cases - they let you escape from email-based queuing without needing the huge BMP or EAI tools that used simply don't exist in some many program offices.

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IBA’s In Case of Crisis mobile emergency management app to help Providence College enhance campus safety | Government Security News

IBA’s In Case of Crisis mobile emergency management app to help Providence College enhance campus safety | Government Security News | Case Management in Government | Scoop.it
Government Security News | (IBA’s In Case of Crisis mobile emergency management app to help Providence College enhance campus safety http://t.co/1QSSuKoj9b)...
Andrew Brewin's insight:

Many case solutions for government are like this one - mostly providing resources to citizens and residents but also providing a place to register cases - in this example incidents.  So your case solution will probably not be complete without some sort of portal or other type of public facing web site

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Dynamics CRM Gets More Social - Top Tech News

Top Tech News
Dynamics CRM Gets More Social
Top Tech News
Bob Stutz, corporate vice president at Microsoft Dynamics CRM, said the company focused its development efforts on understanding what customers need.
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