Dynamics CRM 成功案例——上海市徐汇区民政局(英文版).docx

Shanghai Xuhui District Civil Affairs Bureau constructs intelligent citizen services platform to offer people-centric services through Microsoft Dynamics CRMCityNext “Development of the intelligent citizen services platform is an important initiative of Xuhui District Civil Affairs Bureau in practicing the Partys mass line. Microsoft Dynamics CRM meets our technological requirements, allowing us to integrate various functions on a unified platform, implement institutional reform and achieve innovative social governance leveraging big data and other new trends. The citizen services application has significantly reduced the inconvenience of citizens and their travel expenses to seek help, reduced manpower and operating costs of the service center, improved the effectiveness of administrative service management, reflecting the governments people-centric services approach and thus winning positive feedback from citizens unanimously.”- Wang Zanzan, Office Director of Shanghai Xuhui District Civil Affairs BureauSummaryLocated in the southwest of Shanghai city center, with an area of 54.93 square kilometers, Shanghai Xuhui District has a registered population of 909,294 and residential population of 1,085,130 according to the sixth national census in 2010. Xuhui District Civil Affairs Bureau undertakes civil affairs work in all aspects closely related to citizen services, civil rights and interests, including placement of retired soldiers, social assistance, preferential treatment and special-care allowance, social welfare, social worker management, marriage management, adoption registration and social groups and management of private non-enterprise organizations. The Bureau addresses citizen services, civil rights, social benefits and is closely connected with the interests of the masses.In its efforts to practice the Partys mass line, Xuhui District Civil Affairs Bureau aimed to further enhance government efficiency to provide residents with high-quality people-centric citizen services. In the traditional civil affair information structure, relevant data was sent directly from the Community Town Office to Shanghai Civil Affairs Bureau, bypassing District Bureau, therefore Xuhui District Civil Affairs Bureau could not maintain the data, thus was unable to retrieve business data and perform timely analysis of the citizen services situation and data. The previous system focused on internal administration management and processes, rather than offer services to citizens. When processing a variety of civil affairs, people were often asked to fill out several forms and had to provide personal information repeatedly. In the new application however, Xuhui District Civil Affairs Bureau was completely transformed to alleviate the previous tedious processes and deliver convenient services with enhanced experiences for the citizens. It is essential to have reliable technological support to develop an innovative platform for servicing citizens directly. Through deep collaboration with Microsoft and its local partner Shanghai Nanyang Wanbang Software Technology Co., Ltd., Xuhui District Civil Affairs Bureau has developed an intelligent citizen services platform leveraging Microsoft CityNext initiative together with Microsoft Dynamics CRM. It integrates basic personal data with other related information such as social assistance, preferential treatment and special-care allowance information to form a unified database of the area residents information, realizing reuse of information. Combining with BI, there is also data mining integration to provide valuable insights and timely analysis of citizen services trends.Customer Name: Shanghai Xuhui District CivilAffairs BureauCountry: China Industry: Government, Public ServicesCustomer Profile:Xuhui District Civil Affairs Bureau is a department of Shanghai Xuhui District Peoples Government in charge of the districts social administrative affairs. Its duties include special social administrative management, social assistance and welfare, preferential treatment and special-care allowance for military servicemen and family members, marriage and adoption services, community management and services, social organizations management, coordination of community development activities, etc.Solution: An intelligent citizen services platform leveraging Microsoft CityNext initiative Unified database to provide accurate data support for business processes Shortened development time and provided the user with personalized and intuitive business process interface, delivering one-stop citizen services Customized organizational structure to model the Chinese government structure Integrated with BI for big data applications, better responding to citizensneedsSoftware & Services: Windows Server Microsoft SQL Server Visual Studio Microsoft Dynamics CRM WindowsMicrosoft Dynamics CRM: /zh-cn/dynamics/crm.aspxMicrosoft CityN/citynextCase StudyDevelop an intelligent citizen services platform with MicrosoftAfter careful comparison of various solutions in the market, Xuhui District Civil Affairs Bureau finally decided on Microsoft, the leader in the global software industry. Through deep collaboration with Microsoft and its local partner Shanghai Nanyang Wanbang Software Technology Co., Ltd., Xuhui District Civil Affairs Bureau has developed a unified Xuhui intelligent citizen services platform. The Microsoft CityNext initiative leverages a suite of Microsoft platform and software products including Microsoft Dynamics CRM to help government agencies address their unique business requirements, shorten development time, allowing Xuhui District Civil Affairs Bureau to keep track of the implementation progress and milestone results in real time, enable timely revision and ensure smooth delivery of the system. Based on Microsoft products and related extensive applications, Microsoft CityNext provides a wide range of solution scenarios to help improve quality of government administration services processes, reduce costs and serve people and businesses more efficiently.Integrated business processes to realize one-stop serviceWith Microsoft Dynamics CRM, a unified database of residents is formed by integrating basic demographic data with other related information such as preferential treatment for military personnel and family members, social assistance for the poor, marriage and adoption information, thus enabling residents to quickly request for a variety of services by only having to provide their personal information once. Microsoft partners could perform quick localization of Microsoft Dynamics CRM and integration with multiple civil affairs applications to provide the staff of Xuhui District Civil Affairs Bureau with a single easy-to-use interface for handling business processes and minimize the need to switch between multiple windows. The system provides a view in line with Chinas administrative framework so that the bureau staff across various departments in charge of community, town and district can handle internal and external administrative functions on the same platform. Business processes are also streamlined to reduce time spent in workflow and switching windows between different applications.Medical aid services are provided first to fully drive usage of the citizen services systemAfter a unified intelligent citizen services platform is established in Xuhui District Civil Affairs Bureau, the first application launched and being used is a new system for one-stop medical aid services. With Microsoft Dynamics CRM, front-line bureau staff can quickly verify the citizens qualification for medical aid and register their application in the system, thus completely eliminating cases where the citizen needs to periodically apply for medical aid card which information is also not integrated with their social insurance card. Citizens can now just provide their social insurance card for direct deduction of medical expenses when making payment at community hospitals and clinics.Microsoft Dynamics CRM not only facilitates the convenience of entering data once but has citizens data shared by multiple business processes through storage, analysis, transfer and usage of the data across applications. By integrating the medical aid data at the municipal and district levels with the community medical resources and streamlining the business processes, it not only simplifies the processes of requesting for medical relief, eliminates the inconvenience of carrying two cards but also greatly benefits the citizens by facilitating them the ease of receiving medical treatment.After eight months of pilot operation, the one-stop medical aid services were officially offered to all sub districts and townships on June 1, 2014.Below are results gathered by Xuhui District Civil Affairs Bureau as at the end of August 2014, following continued increase of district citizens benefiting from the services:40% month on month increase in the number of citizens served, increasing from 359 citizens served in June, 610 in July to 857 in August.56% month on month increase in the number of times citizens used the medical aid services, increasing from 922 times in June, 1,712 times in July to 2,648 times in August.Subsidies provided to support the medical aid relief for citizens increased 49% from CNY55,279.78 in June, CNY122,779.47 in July to CNY182,964.96 in August.Over the past three months after the intelligent citizen services platform went live, the one-stop medical aid application has offered services 5,282 times, with CNY361,024.21 medical aid expenses spent in total. This has not only significantly facilitated citizens to get medical aid, but reduced the effort of human input and cost for the front-line service staff, thus improving the efficiency of administrative service management.Unified data application and analysis in combination with BIWith integrated BI, Microsoft Dynamics CRM provides the value of data insights and analysis of citizen services trends. For example, the marriage registration department can set up different factors such as population of suitable age for marriage, policies and dates of festivities to predict the volume of marriage registrations during a particular period in the future. With such information, the department can adjust manpower allocation accordingly so as to reduce wait times and offer efficient, high quality and convenient marriage registration services to newly wedded couples. In addition, by integrating the data analysis systems with Geographic Information Systems (GIS), the staff can quickly understand the implementation status of social assistance and elderly services programs via maps and other visual charts to offer customized home visit services based on different regions and track subsequent requirements of the citizens in need.Efficient citizen services leveraging information technologyOne of the important functions of Microsoft Dynamics CRM is to enable collaborative teamwork through process integration and optimization so as to better serve the people. According to statistics gathered in the 8 months of pilot operations of the intelligent citizen services platform, the staff of two reception centers of Xuhui District Civil Affairs Bureau saved 334,080 minutes of work time in total, an average reduction of 30 minutes per person each time. Since the platform was officially launched on June 1, 2014, the one-stop medical aid system alone has helped save front-line service staff 10,564 times and 422,560 minutes of service time. With reliable information support from the data exchange platform based on Microsofts innovative technology, the front-line bureau staff members are freed from heavy administrative workload and can focus more on servicing the local residents, bringing more convenience and increasing the residents satisfaction level with government agencies.Microsoft Dynamics CRM provides an intuitive user interface which is similar with other Microsoft products. Therefore, the staff of Xuhui District Civil Affairs Bureau can quickly learn to adopt the new system to input data, handle business processes, view reports and track program approval progress as easily as using Microsoft Office, so as to service the public with high efficiency in the shortest time.Transforming citizen services to improve peoples experienceIn terms of external facing services, the intelligent citizen services platform based on Microsoft Dynamics CRM provides a unified service portal for the public, social organizations, civil authorities and other units at the community and township levels, allowing them to understand the citizen services related information via the portal, handle the processing and access the online services anytime and anywhere. Based on the unified and accurate basic database, residents no longer need to fill out complex forms and are enjoying a better experience. During the 8 months of pilot operation, the implemented platform has supported the residents in 2 townships with medical cost relief of 2784 times, totaling CNY195,700 worth of medical expenses relief. In the past, for every time a resident is granted medical aid relief, one had to come to the reception center twice and 3 staff would spend 40 minutes to finish the process of reimbursement. After implementing the one-stop citizen services platform, the resi