RSMUS.comClient Overview
A city in Eastern Ontario, Canada, sought to modernize its back-office finance, supply chain, and human capital management software. Located at a strategic point where Ontario, Quebec, and New York State meet, the city faced the challenge of replacing its aging on-premise ERP and HCM applications. RSM had previously collaborated with the city, implementing solutions for citizen services, which positioned it as an ideal partner for this transformation project.
Business Context
This municipality had already taken initial steps toward modernization through RSM’s successful deployment of a Dynamics CE-based 311 system. This solution improved resident services by centralizing inquiries, including requests for city services, water billing information, and other resident needs. RSM also introduced Copilot Studio and Azure OpenAI chatbot solutions to enhance the accessibility and efficiency of citizen services. This foundational work provided a strong launchpad for the city’s broader vision of an integrated and seamless citizen experience.
Project Background
RSM first engaged with the city through a transformation initiative aimed at optimizing services for residents and improving citizen engagement. The goal was to create a unified, user-friendly experience across all touchpoints, making it easier for residents to find information, request services, and interact with the municipality in a consistent way.
As RSM implemented the Dynamics CE 311 system, it became clear that a fully integrated, cloud-based Microsoft platform could greatly enhance operational efficiencies. The city’s success with these initial steps highlighted the potential for further digital transformation, including a full upgrade to modern finance, supply chain, and HCM solutions.
Key Factors for Project Success
The city recognized the value of the Microsoft platform in driving operational transformation, as well as the potential of RSM’s approach to implementing a unified solution. Several factors contributed to RSM winning this additional scope of work:
- Strong Existing Relationship: RSM’s previous work on the city’s IT transformation demonstrated expertise in meeting municipal needs, fostering trust and familiarity.
- Previous Implementations: The Dynamics CE 311 solution and the Citizen Services Chatbot (Copilot Studio + Azure OpenAI services) showcased RSM’s capabilities in developing innovative, user-centered technology solutions.
- Proven Track Record with Similar Clients: RSM’s successful go-lives at other Canadian municipalities, such as Kelowna, offered additional assurance of their capabilities.
- One Microsoft Story: By providing a seamless, end-to-end solution within the Microsoft ecosystem, RSM positioned itself as a comprehensive “one-stop-shop” for municipal transformation projects.
- Microsoft Partnership: RSM’s partnership with the Microsoft SMC team enabled a collaborative approach to expand the Microsoft footprint within the city’s operations.
Conclusion
RSM’s ability to provide a cohesive, scalable solution within the Microsoft ecosystem positioned it as the city’s ideal partner for expanding its digital infrastructure. Through this ongoing collaboration, the city will be equipped with modern, integrated systems that not only streamline back-office operations but also enhance citizen engagement and service delivery.
