How Shanghai’s Xuhui District uses Microsoft Dynamics CRM to serve citizens

Shanghai Xuhui District Civil Affairs Bureau has a new intelligent citizen services platform that has been built on Microsoft Dynamics CRM. The case study published recently by Microsoft offers both a look at Dynamics CRM in action and a unique perspective on Chinese government at the local level, as a municipality works to improve basic government activities for its citizens across a range of functions.

Xujiahui 2010" by Ricky Qi from Shanghai, China - Autumn in Shanghai. Licensed under CC BY 2.0 via Wikimedia Commons. 

Xuhui District Civil Affairs Bureau is a department of Shanghai Xuhui District People's Government in charge of the district's social administrative affairs, which handles citizen services including social assistance and welfare, marriage and adoption services, and community management and services. The bureau wanted to further enhance government efficiency to provide residents with high-quality citizen services.

In the traditional civil affair information structure, relevant data was sent directly from the Community Town Office to Shanghai Civil Affairs Bureau, bypassing the District Bureau. Because of that, the Xuhui District Civil Affairs Bureau couldn't maintain the data and was unable to retrieve business data and perform a ...