This very large state social service agency provides oversight and guidance to more than 120 local offices across the state.


The department’s case management system was inadequate for citizen inquiries, requests, or issues and had no capability for departmental groups to have insight into their cases after the case has left their group. This led to reliance on manual processes, duplication of effort, and poor efficiency. The department needed a cloud-based solution that could manage all inbound and outbound cases. HSO implemented Dynamics 365 for Sales and Microsoft Azure to reduce manual work and improve process efficiency. HSO also set up internal case management for technical service requests and HR processes, including talent acquisition. The updated interface allows staff to communicate more effectively, allowing for the efficient processing of a high volume of transactions by numerous departments. The system is easier to use and offers increased functionality, boosting end-user satisfaction. Intragroup insight empowers staff to provide better service and produce better outcomes for their citizens.

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