Modernizing Case Management for CAL FIRE: A Scalable Dynamics 365 Solution

Customer Overview

Customer

California Department of Forestry & Fire Protection (CAL FIRE)

Industry

State Government Administration

Products and Services

  • Dynamics 365 Customer Service

Client Challenge

The California Dig Safe Act of 2016 tasked the Dig Safe Board with ensuring public safety near buried infrastructure. CAL FIRE needed a robust web-hosted Case Management System (CMS) to manage investigations, enforce compliance, and provide transparent reporting to multiple stakeholders. The existing processes were inefficient and inadequate in handling the increasing volume and complexity of cases.

Client Solution

MERP implemented a cloud-hosted Case Management System using Microsoft Dynamics 365 to meet CAL FIRE's requirements. This solution offered: 

  1. Efficient Workflow Automation: Streamlined case tracking, investigation workflows, and compliance enforcement. 

  1. Scalable Infrastructure: Eliminated the need for additional hardware through a secure, scalable SaaS platform. 

  1. Enhanced Integration: Seamlessly connected with Microsoft Office 365, Active Directory, and SharePoint for improved collaboration. 

  1. Low-Code Customization: Leveraged Dynamics 365's drag-and-drop capabilities for swift, user-friendly customization. 

  1. Comprehensive Reporting: Delivered visually appealing dashboards and reports to provide actionable insights for CAL FIRE, the Dig Safe Board, and the California Legislature. 

  1. Security and Compliance: Ensured adherence to the latest security protocols with FedRamp High certification.

Business Challenges

  1. High Investigation Volume: Managing up to thousands of investigations annually required an efficient and scalable system. 

  1. Compliance and Enforcement: Tracking compliance with corrective actions and legal enforcement standards posed significant challenges. 

  1. Collaboration Gaps: Existing systems lacked integration capabilities, creating inefficiencies in collaboration and data sharing. 

  1. Legislative Reporting Requirements: CAL FIRE needed a robust solution to present clear and accurate reports to the California Legislature and other stakeholders.

Business Benefits

  1. Streamlined Investigations: Automated workflows and case tracking significantly improved the efficiency of handling thousands of annual investigations. 

  1. Scalability: The cloud-hosted Dynamics 365 solution eliminated additional hardware, ensuring seamless scalability to meet future needs. 

  1. Enhanced Compliance: Simplified tracking of corrective actions and legal enforcement ensured adherence to the Dig Safe Act. 

  1. Improved Reporting: Visually appealing dashboards and reports provided actionable insights for CAL FIRE, the Dig Safe Board, and the California Legislature. 

  1. Integration and Usability: Built-in integration with Microsoft Office 365, Active Directory, and SharePoint enhanced collaboration and data management. 

Key Features

  1. Cloud-Hosted SaaS: FedRamp High-certified Dynamics 365 ensures a secure, scalable, and reliable infrastructure. 

  1. Low-Code Platform: Drag-and-drop workflow creation enabled easy customization without extensive development. 

  1. Knowledgebase Management: Centralized content management for resources and guidelines. 

  1. Built-In Integrations: Seamless compatibility with SharePoint, Office 365, and other Microsoft products. 

  1. Third-Party Integration: Support for APIs and third-party apps expanded functionality and adaptability. 

  1. Enhanced Dashboards: Visually rich reporting tools offered clarity and actionable insights. 

MERP's expertise in Dynamics 365 ensured a successful implementation, providing CAL FIRE with a modern, scalable, and efficient system to meet their current and future needs.

This solution addressed the county's immediate challenges and positioned them for long-term success by improving efficiency, reducing costs, and ensuring compliance with FOIA regulations.