Case Study: Wiltshire Council achieves improved services for 470,000 residents with Microsoft Dynamics 365

Wiltshire Council improves services for 470,000 residents with Dynamics 365

Wiltshire Council, which provides everything from rubbish collection to social care for 470,000 residents, faced rising demand, shrinking budgets and the complexity of delivering both high-volume transactions and sensitive services. The council needed to modernize how citizens interact with services—moving beyond simple e-forms to a joined-up, digital-first experience with a single citizen ID and greater process automation.

Working with Microsoft Services and partner Thoughtonomy, Wiltshire deployed Dynamics 365 for Customer Insights and Azure hosting to create a single sign-on portal, automated chatbots and AI-driven virtual assistants. The solution delivers 24/7, multilingual digital services, reduces repetitive back-office work, improves data-led demand prediction and security with UK-hosted cloud, and has positioned the council as a cost-efficient, citizen-centric model for future local government delivery.

Wiltshire Council

Paul Day

Interim Director for Digital and ICT