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Home My WebLink AboutIT 01-25Report to Executive Committee Report Number: IT 01-25 Date: February 3, 2025 From: Paul Bigioni Director, Corporate Services & City Solicitor Subject: Approval of Microsoft Dynamics 365 Platform -Proceed with a Request for Proposal (RFP) to Select an ImplementationPartner-File: A-3700 Recommendation: 1.That Council endorses the selection of the Microsoft Dynamics 365 platform as the City’sprimary Customer Relationship Management (CRM) solution to enhance operationalefficiency, customer service delivery and resident engagement capabilities; and, 2.That appropriate City of Pickering officials be authorized to take the actions necessary to implement the recommendation in this report. Executive Summary: The purpose of this report is to seek Council's endorsement of the Microsoft Dynamics 365 platform as the City’s primary CRM solution. The City currently uses Microsoft 365 as its platform for email communication, Teams meetings, hybrid meeting room capability and collaborative tools such as SharePoint and OneDrive. Microsoft Dynamics consists of new features and functions which would be added onto the Microsoft 365 platform to improve and simplify customer relations. Microsoft Dynamics offers Modules (additional features) that will greatly enhance the City’s CRM. The Dynamics 365 Customer Service and Field Service Modules will significantly improve operations and resident engagement. The Customer Service Module will centrally manage interactions across multiple channels, including email, chat, text, and in-person communications, making it far easier to communicate with residents in whatever medium they choose. The Dynamics 365 Field Service module will enhance operational workflows by streamlining complaint tracking, automating case assignments, and scheduling inspections and enforcement actions, all supported by real-time updates to ensure transparency and accountability. Together, these modules will enable the City to deliver more responsive, efficient, and resident-focused services. If Council adopts the recommendations in this report, City staff will commence a Request for Proposal (RFP) process pursuant to Purchasing Policy PUR 010 to select an experienced external consultant to guide the implementation of Dynamics 365. Staff will then recommend the preferred proponent for Council’s approval at a future meeting. To complete the -01:Jof- Pl(KERJNG IT 01-25 February 3, 2025 Subject: Approval of Microsoft Dynamics 365 Platform Page 2 implementation, the City would then purchase Dynamics licenses from Microsoft to enable the new Dynamics features and functions. Relationship to the Pickering Strategic Plan: The recommendations in this report respond to the Pickering Strategic Plan Priorities of Champion Economic Leadership & Innovation; and Advance Innovation & Responsible Planning to Support a Connected, Well- Serviced Community Financial Implications: There are no direct financial implications to this report, but if Council adopts the recommendations, staff will commence an RFP process to select an implementation consultant, the cost of which will be presented to Council for approval in a subsequent staff report. To complete the implementation of the new Dynamics 365 functions, the City will need to purchase approximately 153 licenses for staff in Customer Care, Operations and Municipal Law Enforcement at a total estimated license cost of $273,000.00 per year. The cost of hiring the implementation consultant and purchasing the licenses will be paid out of the Information Technology Capital Budget account C.10405.2305. There is $1,489,168.00 in this budget account. It was carried forward from the City’s 2023 Capital Budget for the purpose of developing the Digital Strategy, to “modernize service delivery and enhance the resident experience” and for “technology architecture, technology solutions, digital governance and technology investment that will enable the City to achieve its business objective of becoming a leader in citizen-centred digital services”. Discussion: The purpose of this report is to seek Council's endorsement of the Microsoft Dynamics 365 platform as the City’s primary CRM solution. Using Dynamics 365 for CRM is part of the City’s digital transformation and is consistent with the Digital Readiness Assessment and Strategy approved by Council on February 5, 2024 (Resolution #416/24). Since 2020, the City has used Microsoft 365 as its platform for email communication, Teams meetings, hybrid meeting room capability and collaborative tools such as SharePoint and OneDrive. Microsoft 365 is in widespread use throughout the public and private sectors and has proven to be a reliable platform for many of the City’s day-to-day functions. Adding new Microsoft Dynamics Modules to the existing 365 platform will give the City new features and functions that will significantly improve and simplify customer relations. The City of Pickering currently operates several independent technology applications. While these tools serve important functions, they are increasingly challenged by limitations in functionality, reporting capabilities, and vendor support. This fragmented approach also creates inefficiencies and makes it difficult to deliver seamless, integrated services to residents. City systems such as ActiveNet for program registration, SAP for Finance and Human Resources, Bang the Table for community engagement and HotSpot for permit parking operate in silos. It is an ongoing challenge, and a drain on resources, to support multiple systems and to make them interoperable. IT 01-25 February 3, 2025 Subject: Approval of Microsoft Dynamics 365 Platform Page 3 Dynamics 365 represents an opportunity to integrate the City’s CRM function on its existing Microsoft 365 platform. Adding Dynamics 365 to the City’s existing “technology ecosystem” is the most efficient way to enhance CRM and serve residents better. Dynamics will add new capabilities without adding yet another stand-alone system. The Microsoft Dynamics 365 Customer Service and Field Service modules will significantly improve operations and resident engagement. The Customer Service module will centrally manage interactions across multiple channels, including email, chat, text, and in-person communications, making it far easier to communicate with residents in whatever medium they choose. Its robust case management capabilities and integrated knowledge base will enable staff to address inquiries efficiently and effectively. The Dynamics Field Service module will enhance operational workflows by streamlining complaint tracking, automating case assignments, and scheduling inspections and enforcement actions, all supported by real-time updates to ensure transparency and accountability. Together, these modules will enable the City to deliver more responsive, efficient, and resident-focused services. The streamlining of staff workflows will result in operational cost savings and will enable the City to better serve a growing population. The adoption of Microsoft Dynamics 365 will enable the City to: 1.Improve Service Delivery: Dynamics 365’s multi-channel capabilities (email, chat, text message, phone, in person, etc.) will make it easier for residents to access services andreceive support through their preferred communication channels. 2.Enhance Operational Efficiencies: By consolidating fragmented systems, Dynamics365 reduces redundancies, automates processes, and provides staff with integrated tools that improve productivity. 3.Support Scalability: The platform’s flexibility allows for future expansions andintegrations, ensuring that the City’s technology infrastructure remains adaptable toevolving needs. 4.Boost Resident Engagement: Dynamics 365 supports proactive communication and feedback, helping the City engage with residents more effectively and address their needs in a timely manner. Dynamics 365 is better for the City than other platforms due to its seamless integration into the existing Microsoft 365 environment. This will ensure compatibility and simplify system management. Furthermore, Dynamics 365 provides advanced security, scalability, and proven success in the municipal context. It has been adopted by municipalities including Toronto, Scugog, Vaughan, and the Regional Municipality of Durham. As compared to other CRM systems such as Salesforce, Oracle NetSuite or SAP, Dynamics 365 is less expensive and requires less time and resources to implement. Microsoft Dynamics 365 will enable the City to deliver a modernized and seamless CRM experience for both residents and staff. IT 01-25 February 3, 2025 Subject: Approval of Microsoft Dynamics 365 Platform Page 4 Attachment: 1.None Prepared By: Prepared By: Anthony Jagdeo Dale Quaife Senior Project Manager, Digital Services Division Head, Information Technology Prepared/Endorsed By: Paul Bigioni Director, Corporate Services & City Solicitor Approved/Endorsed By: Original Signed By: Mark Guinto Division Head, Public Affairs & Corporate Communications AJ:pb/ks Recommended for the consideration of Pickering City Council Marisa Carpino, M.A. Chief Administrative Officer Original Signed By:Original Signed By: Original Signed By: Original Signed By: