Case Study: Communication and Information Technology Regulatory Authority (CITRA) boosts citizen services and productivity with Microsoft Dynamics 365

Facilitating access to public sector services through cloud technology

The Communication and Information Technology Regulatory Authority (CITRA) in Kuwait, responsible for overseeing the telecommunications sector and protecting citizens and service providers, set out to modernize public-sector interactions and improve transparency, productivity, and security amid widespread internet adoption. Facing growing digital demand and online risks, CITRA adopted a cloud-first strategy to replace traditional on‑prem infrastructure and selected Microsoft Dynamics 365 and related Microsoft cloud services to raise customer experience and streamline operations.

CITRA implemented an omnichannel e‑services platform using Dynamics 365, SharePoint, Azure and Office 365 with a minimal hybrid footprint, improving internal collaboration and citizen engagement. The rollout cut walk‑in customers by 75%, reduced account‑file handling by 94.4%, lowered complex-service visits by 66.7%, and shortened processing time from 10 to 3 working days, while boosting productivity and achieving high security standards.

Communication and Information Technology Regulatory Authority (CITRA)

Yousef AlQatami

IT Director