Intelligent Case
Management for
Public Service Delivery

Fragmented systems and inconsistent service experiences highlighted the need for change. To resolve this, a leading UK local authority partnered with Infosys to transform housing service delivery into a seamless, digital-first experience using Microsoft Dynamics 365.

Modernizing Public Service for the Digital Era

A leading UK local authority serving one of London’s most diverse populations sought to modernize its Housing and Housing Needs Department as part of its 2022 Customer Access Strategy by implementing an enterprise-wide case management system to drive consistency and efficiency.

Infosys, powered by its cloud-first Infosys Cobalt platform, was selected to implement a comprehensive case management system that would transform how the authority serves its residents.

Aiming for High-Quality, Connected Service Delivery

Infosys delivered a Microsoft Dynamics 365–based case management solution that standardized processes and unified data through centralized data migration, real-time integrations, and Azure-powered search. The solution also enabled mobile support for field operations, resident self-service via a digital portal, and actionable insights through Power BI reporting.

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