Designing a Scalable Microsoft Dynamics CRM for a Large Public Health Agency

Designing a Scalable Microsoft Dynamics CRM for a Large Public Health Agency

Overview:

When a public health agency sought to modernize its operations and improve oversight across thousands of regulated entities, it turned to InTegrity Partners Consulting for help.

Recognizing the urgency, the agency turned to IPC to research, architect, and design a Microsoft Dynamics CRM solution capable of managing complex reporting lifecycles, automating communications, and providing real-time visibility into compliance activities.

Guided by our pillars of InTegrity, InnovaTion, and ImpacT, IPC led the agency through a comprehensive discovery and design process—defining business rules, designing workflows, and aligning policy, technology, and human-centered design. The resulting CRM blueprint delivers a modern, scalable foundation for compliance management and public accountability – empowering the program to deliver faster, more transparent, and data-driven outcomes for Minnesotans.

The Challenge

What began as a modest oversight program had rapidly evolved into one of the nation’s leading initiatives of it’s kind and a mission-critical initiative, serving thousands of reporting entities. We supported our public sector client in modernizing their compliance reporting system to meet statutory mandates.

This rapid expansion exposed the limitations of legacy systems and manual workflows. The growing scale of operations demanded a modern CRM platform capable of supporting transparency, accuracy, and efficiency across all compliance activities.

Key challenges included:

  • Expansion and Program Growth – New requirements significantly increased the number of reporting entities, submission types, and review workflows.
  • Fragmented Data and Limited Oversight – Program data existed across multiple spreadsheets, shared inboxes, and portals, making it difficult for leadership to monitor compliance performance in real time.
  • Manual Reporting and Communication Processes – High-volume email exchanges and ad-hoc tracking methods slowed response times.
  • Scalability and Security Requirements – The need for a secure, integrated system aligned with enterprise data governance standards became critical to sustain the program’s growth.
  • Operational Visibility and Accountability – Leadership needed unified dashboards and automated metrics to assess reporting trends, entity engagement, and overall compliance health.

Our Approach

At InTegrity Partners Consulting, we applied our Human Factor methodology, aligning technology with process, policy, and people. We worked hand-in-hand with agency stakeholders, leadership, and IT teams to design a Dynamics CRM platform tailored for transparency, compliance, and efficiency.

Aligning Stakeholders to a Common Vision
  • Conducted extensive stakeholder interviews with program leaders, specialists, and IT administrators to document workflows and pain points.
  • Facilitated cross-functional design sessions to align operational goals, security requirements, and technical architecture.
  • Established a change management plan to ensure user adoption and continuity across multiple business units.
Designed a Scalable and Secure CRM Framework
  • Centralized Microsoft Dynamics 365 CRM environment to manage case intake, communications, compliance tracking, and reporting initiatives.
  • Azure-based APIs to synchronize registration and reporting data from external portals into Dynamics in near real-time.
  • Role-based security model ensuring proper data governance and audit trail compliance.
  • Defined entity relationships to link organizations, affiliates, and contacts—enabling true 360-degree visibility across all programs.
Designed Automating Workflows and Communication
  • Case triage and escalation workflows using Power Automate, replacing manual email management with structured digital queues.
  • Automated notifications, reminders, and compliance status updates to improve responsiveness and transparency.
  • Shared mailboxes and communication tagging directly into CRM to streamline issue tracking and handoffs.
Data Governance and Retention
  • Authored a comprehensive Data Retention and Audit Plan, defining legal hold procedures, retention schedules, and deletion rules within Dynamics.
  • Established metadata and audit tracking for every compliance record, ensuring traceability and accountability for all actions.
Reporting and Analytics
  • Designed dashboards to visualize reporting progress, identify delinquent entities, and monitor program performance.
  • Designed configurable reporting parameters—such as cadence, milestones, and exception tracking—allowing administrators to manage complex initiatives with ease.
  • Designed Power BI-ready data structures to support leadership reporting and continuous improvement metrics.

The Results

The CRM design initiative led by InTegrity Partners Consulting established the foundation for an advanced and comprehensive compliance management system.

Key Design Outcomes

  • Built Sandbox Environment – Developed a functioning sandbox environment as a proof of concept and to facilitate client engagement/testing.
  • End-to-End Case Visibility – Every incoming issue, registration, and compliance report is now traceable from intake to resolution.
  • Automated Compliance Tracking – Reduced manual intervention and improved accuracy in reporting compliance rates.
  • Streamlined Workflows – Case routing, tagging, and escalation processes are now automated and standardized.
  • Enhanced Data Integrity – Duplicate detection, validation, and audit capabilities improved confidence in compliance data.
  • Regulatory Readiness – Data practices, retention, and security models aligned with state and federal requirements.
  • Scalable Architecture – The design allows for future integration of additional programs and analytics tools without disrupting core operations.

Conclusion

This project demonstrates how InTegrity Partners Consulting transforms complexity into clarity. By applying our Human Factor methodology and deep understanding of Microsoft Dynamics CRM, we delivered a blueprint that modernizes compliance management, strengthens data integrity, and empowers public-sector teams to focus on impact.

At InTegrity Partners, we don’t just configure systems—we create solutions that advance transparency, accountability, and public trust.

InTegrity. InnovaTion. ImpacT.

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