Citizen Service management
Cases, requests, complaints, multi-channel tracking (web, phone, email, in-person). 360° view of the citizen, interaction history, automatic escalation by urgency and legal deadlines.
Public sector CRM
A clearer administration for its citizens, simpler for its agents.
Access International deploys Microsoft Dynamics 365 for European and North American public administrations. Citizen management, Quebec Law 25 and GDPR compliance, integrations with existing public IT systems, agent training. Tunis nearshore delivery, France presence via Vivantro, co-delivery with our Canadian partners.
Key figures
2 regions
Azure Canada Central (Quebec Law 25) and France Central (EU GDPR)
Microsoft Azure
6-36 months
typical duration for a public sector deployment, from a single service to a full administration
100 %
audit trail of citizen data access for data protection authority inspections
ATLAS methodology applied
From scoping to deployment, five structured phases.
Each phase aggregates one or more of the ten ATLAS steps. No phase starts until the previous one has delivered its validated artefact.
- 01Phase 1
Scoping
ATLAS stepsE1 Intake · E2 Discovery · E2b Functional specUnderstand the public organization, its citizen journeys, its regulatory constraints (Law 25 or GDPR). Rebuild a usable functional analysis. Define scope, constraints, success criteria.
Phase deliverablePublic IT map + functional spec + compliance plan - 02Phase 2
Capture & dependencies
ATLAS stepsE2e Capture · E3 Dependency mappingSet the ground truth: case volumes, current citizen journey, existing integrations (FranceConnect, Quebec Authentication, SAP IS-PS, document management). Map flows and interface contracts.
Phase deliverableReference case bench + integration map - 03Phase 3
Target architecture
ATLAS stepsE4 Target architecture · E4b Pre-migration testsDesign the target Dynamics 365 architecture: Customer Service or Field Service, Power Platform, regional Azure hosting (Canada Central or France Central), Copilot patterns. Prepare tests.
Phase deliverableSigned Dynamics architecture + test suite - 04Phase 4
Migration & parity
ATLAS stepsE5 Migration · E6 Parity validationDynamics configuration, custom development, Power Automate / Logic Apps integrations, progressive data migration. Signed Law 25 / GDPR compliance audit on every release.
Phase deliverableDynamics solution + compliance audit per release - 05Phase 5
Deployment & handover
ATLAS stepsE7 DeliveryGo-live by functional batch, public agent training, change management, signed discrepancy registry, ops handover to the internal team.
Phase deliverableSolution in production + trained agents + autonomous team
Capabilities covered
From citizen journey to management, six initiatives for public services.
Public service desk and back-office
Request routing, per-service queues, agent scripts, integration with business systems (housing, taxation, civil status). SLA indicators and management dashboards.
Quebec Law 25 & GDPR compliance
Data model compliant with localization: regional Azure hosting (Canada Central, France Central), access logging, right to be forgotten, processing register, consent management.
Public IT integrations
Connectors to existing public IT systems: SAP for the public sector, local ERPs, document management, identity platforms (FranceConnect, Quebec Authentication). Integration bus via Power Automate or Azure Logic Apps.
Citizen and agent Power Apps
Low-code applications for field agents (inspectors, social workers, technical services) and citizen portals. Offline mode, geolocation, field photos.
Copilot and generative AI in the public sector
Microsoft Copilot on Dynamics 365 for agent assistance, case summaries, response suggestions. Quality, bias, and confidentiality audits before production. Compliance with public-sector AI usage directives.
Presence and compliance
Three delivery zones, two sovereignty regions.
Our main center in Tunis (UTC+1) operates the nearshore delivery. Our French subsidiary Vivantro ensures local presence with European local authorities and administrations. In Canada, we operate in co-delivery with our Montreal-based partners, who carry the local client relationship and compliance with Quebec and federal frameworks. Azure hosting is regional (Canada Central for Law 25, France Central for GDPR).
Cell composition
A mixed functional + technical cell for public administrations.
Six distinct profiles, mobilized over the full program. Quebec Law 25 / EU GDPR compliance and public IT expertise (FranceConnect, SAP IS-PS) cannot be improvised — outsourcing to a specialized cell reduces regulatory risk and accelerates go-live.
Duration
6 to 36 months depending on public organization size
Volume
5 to 12 people depending on functional scope
Profiles
Dynamics 365 ↔ public sector architect
1Knowledge of public IT systems (FranceConnect, SAP IS-PS), Quebec Law 25 and GDPR compliance
Dynamics Tech Lead
1Customer Service, Field Service, Power Platform, Azure integrations
Functional consultants
2-4Citizen journey analysis, workflow design, agent training
Power Platform developers
1-2Power Apps, Power Automate, Power BI, Dynamics JavaScript scripts
Security & compliance specialist
1Quebec Law 25, EU GDPR, regional Azure hosting, audit trail
QA & change management
1-2Functional testing, user adoption, public agent training
Frequently asked questions
Public sector CRM — what public CIOs ask.
Why Dynamics 365 over an open-source CRM or custom development?+
Dynamics 365 brings a mature business foundation (case management, workflow, reporting), native integration with the Microsoft ecosystem (Teams, SharePoint, Outlook, Power BI), and regional Azure presence (Canada, France) that simplifies Quebec Law 25 and GDPR compliance. License costs are predictable and Microsoft handles maintenance. An open-source CRM or custom development remains relevant for highly specialized scopes or constrained budgets.
How do you handle hosting and data sovereignty?+
We deploy on the appropriate Azure regions: Azure Canada Central for Quebec Law 25, Azure France Central for EU GDPR. Data flows are audited to guarantee no citizen data leaves the hosting region. Full audit-trail documentation for data protection authority inspections.
Do you have experience with North American public programs?+
Yes. We have operated as subcontractor and partner on Canadian public-sector programs, via our Montreal partners who carry the local client relationship. Delivery is provided from Tunis (nearshore) and Paris (Vivantro), with organized timezone overlap for daily coordination with Canadian teams.
What is your approach to training public agents?+
Structured training plan from the Discovery phase: business workshops, hands-on Dynamics sessions, agent scripts, case simulations. Documentation in French (or English) with screenshots adapted to the client context. On delivery, the client team is autonomous to evolve the CRM foundation.
How do you integrate Dynamics 365 with existing public IT systems?+
Our consultants master common integration patterns: SAP IS-PS (Industry Solution Public Sector), local ERPs, identity platforms (FranceConnect, Quebec Authentication), public document management. Integration bus via Azure Logic Apps, Power Automate, or Service Bus depending on volumes. Flow mapping and security qualification before any connection.
How long for a Dynamics 365 deployment on a public service?+
For a scoped perimeter (a service or department): 6 to 12 months across Discovery + Build + Pilot + Rollout. For a full administration: 18 to 36 months in program mode with functional batches. Agile approach with quarterly releases and steering committee reviews. Law 25 / GDPR compliance is validated at each release.
What are your delivery centers?+
Main nearshore center in Tunis (UTC+1, European timezone, French- and English-speaking teams). Presence in France via our subsidiary Vivantro for the client relationship and local delivery. Co-delivery with Canadian partners for North American programs. This structure complies with data localization and on-site presence requirements.
Evaluating a public sector CRM project?
We offer a four to six week scoping workshop: business needs gathering, existing public IT mapping, Dynamics 365 foundation recommendation, Law 25 or GDPR compliance plan, pricing. The report is usable by the client whether or not Access is chosen for the build.