Case Study: Aberdeen City Council improves vulnerable citizen care with Microsoft Azure

Aberdeen City Council boosts efficiency with chatbots and automation developed by Microsoft Consulting Services

Aberdeen City Council, a central government organization in northeastern Scotland, needed a better way to support vulnerable residents because social workers were relying on disconnected tools like spreadsheets and handwritten reports. This made it difficult to build a full picture of each citizen’s needs, track care history, and coordinate planning across social workers, police, and medical professionals. The Council turned to Microsoft Azure and Dynamics 365 Customer Service to modernize its social care process.

Microsoft Azure helped Aberdeen City Council implement a unified platform that centralizes social care data, automates chronology reports, and gives staff shared access to up-to-date citizen information. The results included care records created in minutes, more effective planning, a 218-minute reduction in average handling time per case, over 11,500 new referrals and 3,000 new assessments annually, and more than £2 million saved each year in manual data collection.

Aberdeen City Council

Andy MacDonald

Director of Customer Services