Case Study: Department of Industry, Innovation and Science achieves agile, customer‑centric services and a unified CRM with Microsoft Azure

Department of Industry, Innovation and Science Digital Transformation Project using Azure and Dynamics 365

The Australian Government’s Department of Industry, Innovation and Science (DIIS) supports millions of Australian businesses but struggled with siloed spreadsheets and databases that gave staff no single view of customers, limited transparency and created heavy administrative overhead. DIIS needed a secure, sovereign cloud solution that would enable customer-centric services, better data sharing and compliance with government cloud policy.

DIIS deployed Microsoft Dynamics 365 on Azure, integrated with Outlook, the Australian Business Register and Power BI, and adopted Agile delivery with four‑weekly feature rollouts. The platform now supports around 600 daily users and 5,500 monthly interactions, centralizes customer records and analytics, reduces spreadsheet work, speeds updates and decision‑making, enables proactive and mobile services, and has drawn interest from other government agencies.

Department of Industry, Innovation and Science

Clive Rossiter

General Manager for Digital Business Services