Case Study: Colchester Borough Council achieves faster, cost-effective resident services with Microsoft Dynamics 365

Borough council launches expedited resident services from the cloud

Colchester Borough Council, which serves about 192,500 residents in Essex, faced tight budgets and fragmented legacy systems that made it hard to see the full picture of a resident’s needs and deliver efficient services. The council needed a cost-effective way to reduce administration, improve digital customer journeys, and provide faster, more joined-up support.

The council moved to a Microsoft cloud stack—Dynamics 365 Customer Service and Portals, Power Apps, Power Automate, Power BI, SharePoint Online, Azure, and Office 365—to build a unified, adaptable platform. Since going live they’ve created 23 self-service processes and migrated their website to Dynamics 365 Portals, handling 100,000 web transactions, increasing mobile access, rapidly deploying new services (for example, a taxi licensing booking system in one week), and using Power BI insights to improve operations—freeing budget and staff time to focus on vulnerable residents.

Colchester Borough Council

Darren Marzell

Dynamics Development Manager