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.

• 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.
• 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.
• 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.
• 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.
• 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.