Dynamics 365 transforming public service delivery in South Africa – NDoH case study

23rd November 2017

Dynamics 365 transforming public service delivery in South Africa – NDoH case study

In South Africa digitisation in the public sector is being rolled out to help government optimise ICT spend and maximise on the return-on-investment by ensuring alignment and visibility between all government institutions and improving the delivery of healthcare to citizens.

To ensure uniformity across public institutions and, ultimately, enable better communication and service delivery with citizens the South African Treasury issued a contract between itself, Microsoft and the State Information Technology Agency (SITA) in December 2016, for government-wide software licences and services.  Therefore, Microsoft products and services will be used within all spheres of government and will enable significant savings to the national fiscus.

Leading the public journey towards digital transformation in the public healthcare sector, the National Department of Health (NDoH) in South Africa partnered with Microsoft Inner Circle Member Mint Management Technologies to address the weaknesses identified within the department and ensure that it is evolving along with technology and enabling better internal collaboration, visibility and reporting which, in turn, will enable them to provide improved service delivery and communication to South African citizens and improve the standards of healthcare through digital transformation.

The NDoH is the executive department of the South African government that is assigned to health matters and is responsible for improving health status through the prevention of illnesses and the promotion of healthy lifestyles and to consistently improve the healthcare delivery system by focusing on access, equity, efficiency, quality and sustainability.

The move towards digitalisation by the public entity will also further align its objectives with the initiative of the South African National Health Institute to make medical insurance affordable for all citizens. By already having better internal IT processes in place, the NDoH will be better positioned to roll out this programme.

With the implementation of a case management system completed and Dynamics 365 currently being rolled out to the majority of internal employees, the NDoH is reaping the rewards of increased collaboration, communication, reporting and case management with resultant increases in service delivery – a feat realised across South African government institutions as digital transformation revolutionises service delivery.

Watch the NDOH video case study here

Dynamics 365 for government increasingly popular
The example of the current and future benefits reaped by the South African National Department of Health is one of many when it comes to public sector organisations. Dynamics365 is transforming governments and breaking down the communication and visibility barriers that existed between citizens and service delivery.
The demand for Dynamics 365 has increased significantly over the last five years and the solution suite has swiftly become one of Microsoft’s preferred solutions across industries, especially public sector. 

Why the popularity in public sector? Microsoft Dynamics 365 integrates Enterprise Resource Planning (ERP) and CRM, along with business intelligence and service in one, comprehensive, cloud-based solution, rendering the solution suite ideal for government entities and the agencies they support.

Dynamics 365 has everything from financials and reporting to case management—plus the agility to fit your processes and adapt as your needs and requirements change.

When thinking about the scope of work that government entities manage, a system that enables complete visibility, collaboration, accessibility and management of the thousands of tasks and projects is needed to ensure efficient service deliver and adequate budget allocation.

Dynamics 365 makes this possible in real-time and also enables government entities to configure the system based on their unique requirements – called XRM. XRM enables a more rapid development of business solutions that requires tracking of structured data and enables government entities to manage both their customers (CRM) and anything else, such as facility management or service delivery per area management. 

The solution suite also enables citizen engagement, rendering government institutions more accessible to citizens and improving communication and feedback processes. For example, in the case of the NDoH, the department noted that D365 will make the healthcare system digitally accessible to all and ensure ease of use for those that require its services. This will greatly benefit citizens by enabling them to book appointments, manage their medication scripts and have real-time feedback from health institutions without having to physically travel there.

In South Africa alone, digital transformation is already visible since the agreement of the country’s Treasury with Microsoft to transform and citizens have been voicing their experiences on air and online, stating that the time it takes to get a birth certificate, ID or passport has decreased significantly with the whole process now being paperless.

A sight to behold – citizens are even posting positive reviews online regarding government entities. With the digital revolution making its way through South Africa, imagine the possibilities in first world countries. Better yet, imagine where public sectors will be in ten years’ time.