Housing Management Systems Transformation to Microsoft Dynamics 365

Cornerstone Housing Ltd is undertaking a strategic transformation of its housing management systems, migrating from a fragmented legacy landscape to a unified Microsoft Dynamics 365 (D365) platform. This transformation is planned over a 5-6 year period and is currently in its second year. The program aims to enhance customer service, streamline operations, and improve data-driven decision-making across housing, property, and tenancy services.

2. Background and Current State

- CRM Migration: Completed implementation of a CRM using D365 Customer Service.

- Module implementation: Launched the complaints module in D365 and currently launching a Hazards Module

- Customer Insights: Launched D365 Customer Insights to enhance customer engagement and analytics.

- Program Year: In Year 2 of a 5-6 year transformation roadmap.

3. Program Vision and Objectives

- Unified Platform: Consolidate all housing management functions into D365.

- Customer-Centric Services: Improve tenant experience through integrated case management and insights, including a self service mobile application.

- Operational Efficiency: Streamline property services, asset management, and scheduling.

- Data Integration: Ensure seamless integration with existing finance systems and other core platforms.

4. Scope of Future Work (2025-2026)

4.1 Property Services and Asset Management

- Migration of property services and asset management systems to D365 Field Service. This includes, repairs raising and scheduling

- Implementation of scheduling and resource management capabilities.

4.2 Tenancy Management

- Introduction of additional tenancy management processes (e.g. rent arrears, tenancy changes).

4.3 Integration Requirements

- Expert integration of D365 modules with the existing finance system.

- Data migration and transformation from legacy systems.

- Integration with mobile workforce devices and key finance data back into our finance system.

5. Technical and Functional Requirements

- Platform: Microsoft Dynamics 365 (Customer Service, Field Service, Customer Insights).

- Integration: Azure Integration Services, APIs, and middleware for finance system connectivity if applicable.

- Data Governance: Compliance with GDPR and internal data standards.

- User Experience: Ease of use, accessibility compliance, and role-based interfaces.

- Security: Role-based access control, audit trails, and secure data exchange.

6. Supplier Engagement Objectives

- Demonstrate experience in large-scale D365 implementations in the housing or public sector.

- Provide integration expertise with finance systems or experience working with an expert integration partner.

- Offer strategic guidance on roadmap planning, change management, and user adoption.

- Deliver agile, scalable solutions aligned with our long-term digital strategy.