Case Study: Communication and Information Technology Regulatory Authority (CITRA) achieves faster, more efficient public services with Microsoft Corporation

Facilitating access to public sector services through cloud technology

The Communication and Information Technology Regulatory Authority (CITRA) in Kuwait, the government body overseeing the ICT sector, wanted to improve public-sector service delivery, productivity, and customer experience while moving away from traditional on-premises infrastructure. Working with Microsoft Corporation, CITRA adopted Microsoft Dynamics 365 for Customer Service and built its platform on the Microsoft cloud, including tools such as SharePoint, Office 365, Azure, and Active Directory.

Microsoft Corporation helped CITRA launch a modern omnichannel e-services platform for web and mobile that streamlined citizen and business interactions and improved internal collaboration. The results were significant: walk-in customers dropped by 75%, file handling time fell by 94.4%, visits for complex services declined by 66.66%, and internal processing time for complex services was cut from 10 working days to 3. CITRA also reported higher productivity, lower response times, reduced face-to-face and call volumes, and stronger cloud security.

Communication and Information Technology Regulatory Authority (CITRA)

Salim Alozainah

Chief Executive Officer