Housing Management Systems Transformation to Microsoft Dynamics 365

Cornerstone Housing Ltd is undertaking a strategic transformation of its housing management systems, migrating from a fragmented legacy landscape to a unified Microsoft Dynamics 365 (D365) platform. This transformation is planned over a 5-6 year period and is currently in its second year. The program aims to enhance customer service, streamline operations, and improve data-driven decision-making across housing, property, and tenancy services. 2. Background and Current State - CRM Migration: Completed implementation of a CRM using D365 Customer Service. - Module implementation: Launched the complaints module in D365 and currently launching a Hazards Module - Customer Insights: Launched D365 Customer Insights to enhance customer engagement and analytics. - Program Year: In Year 2 of a 5-6 year transformation roadmap. 3. Program Vision and Objectives - Unified Platform: Consolidate all housing management functions into D365. - Customer-Centric Services: Improve tenant experience through integrated case management and insights, including a self service mobile application. - Operational Efficiency: Streamline property services, asset management, and scheduling. - Data Integration: Ensure seamless integration with existing finance systems and other core platforms. 4. Scope of Future Work (2025-2026) 4.1 Property Services and Asset Management - Migration of property services and asset management systems to D365 Field Service. This includes, repairs raising and scheduling - Implementation of scheduling and resource management capabilities. 4.2 Tenancy Management - Introduction of additional tenancy management processes (e.g. rent arrears, tenancy changes). 4.3 Integration Requirements - Expert integration of D365 modules with the existing finance system. - Data migration and transformation from legacy systems. - Integration with mobile workforce devices and key finance data back into our finance system. 5. Technical and Functional Requirements - Platform: Microsoft Dynamics 365 (Customer Service, Field Service, Customer Insights). - Integration: Azure Integration Services, APIs, and middleware for finance system connectivity if applicable. - Data Governance: Compliance with GDPR and internal data standards. - User Experience: Ease of use, accessibility compliance, and role-based interfaces. - Security: Role-based access control, audit trails, and secure data exchange. 6. Supplier Engagement Objectives - Demonstrate experience in large-scale D365 implementations in the housing or public sector. - Provide integration expertise with finance systems or experience working with an expert integration partner. - Offer strategic guidance on roadmap planning, change management, and user adoption. - Deliver agile, scalable solutions aligned with our long-term digital strategy.