Case Study: Department of Industry, Innovation and Science achieves agile digital transformation and a single customer view with Microsoft Dynamics 365

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 businesses but faced fragmented, siloed customer data and manual processes that limited transparency and responsiveness. With no enterprise CRM, frontline staff relied on spreadsheets and personal databases, making it hard to deliver consistent, customer‑centric services or meet government cloud and data‑security requirements.

DIIS migrated to Microsoft Dynamics 365 on Azure, adopted Agile delivery and user‑centric design, and integrated Dynamics with Outlook, Power BI and the Australian Business Register. The rollout (now ~600 users) has automated previously manual tasks, consolidated customer records for over 4 million businesses, tracked 5,500 monthly interactions, enabled four‑weekly feature releases, improved reporting and resource management, and is delivering faster, more proactive services that other agencies are now studying.

Department of Industry, Innovation and Science

Clive Rossiter

General Manager for Digital Business Services