Microsoft Dynamics 365 Customer Relationship Management Implementation Partner Services

The Vendor is required to provide for an initial project comprised of implementing, configuring and supporting Microsoft dynamics 365 customer relationship management (CRM) system for its grants management, business contacts for economic development, and customer relationship management programs with the intent to negotiate and enter into a contract with the city for the services.
- Core CRM platform implementation
• Establish the Microsoft data verse environment strategy (development, test, training, and production) and application lifecycle management (ALM) practices using solutions, source control, and managed deployment pipelines.
• Design and implement the core data model for residents, businesses, properties, accounts, contacts, cases, interactions, and service catalogue items, in a manner that is extensible across future phases and aligned with the city's emerging data governance standards.
• Establish the identity, authentication, and authorization architecture for internal users leveraging Microsoft ENTRA id (formerly azure ad), and define a customer identity model that will later support unified single identity external login.
• Define and configure the role-based security model, including business units, teams, security roles, administrator roles, field-level security profiles, and row-level access patterns appropriate for a municipality handling personal information.
• Design the integration architecture and reusable integration patterns (e.g., power platform connectors, azure integration services, API management) to connect dynamics 365 to workday (finance ERP and HCM), city view (planning, business licensing, building permits), Microsoft 365 (email, calendar, documents), and the leduc.ca web properties.
• Configure auditing, logging, data loss prevention (DLP), and backup and disaster recovery in accordance with the city's cybersecurity framework and applicable privacy legislation.
• Establish master data management and de-duplication rules so that a single resident or business can be reliably resolved across legacy data sources during migration and across future channels.
• The reporting and analytics foundation, including the data verse-to-power bi pattern that will support enterprise dashboards and ad hoc reporting across departments.
• Implement base business process workflow capabilities to support configurable, repeatable processes across grants management, economic development, and future service areas.
• Produce the supporting architecture artifacts, including logical and physical data models, security matrix, integration architecture diagram, environment strategy, and ALM playbook.
• Provide a comprehensive project plan outlining the steps, milestones, testing, change management, training, support, and timeline for the CRM solution implementation.
• Determine module licensing requirements and advise the city as to what is needed for phase 1 and phase 2 implementation.
• Provide a dedicated team who will work with the city's resources and stakeholders to ensure that all deliverables and activities are executed in alignment with the project charter.
• Replace legacy tools, workflows and systems with a modern integrated solution to support CRM solution.
- Implement grants management customization and configuration
• Configure grant program templates that allow the city to define and maintain multiple grant types, each with its own application form, eligibility rules, budget and work plan templates, reporting requirements, evaluation criteria, and intake schedule, without requiring code changes for future grant programs.
• Build configurable online application forms supporting conditional logic, field-level validation, character and word limits, file uploads, save-as-draft, and consent capture
• Configure end-to-end workflow automation for application intake, eligibility screening, review assignment, scoring, deaccessioning, send-backs, revisions, rejections, approvals, agreement generation, and post-award reporting milestones, with the ability to trigger workflows based on dates, status changes, or system events.
• Configure automated notifications to applicants, reviewers, and administrators at each stage of the application and post-award lifecycle, using configurable templates.
• Configure the review and deaccessioning experience so that multiple reviewers can
• Concurrently view, score, and comment on applications, while ensuring individual reviewer scores and comments are not visible to other reviewers until released by an administrator.
• Configure duplicate detection and non-compliance flagging for applicants and applications, including the ability to match existing records and surface duplicates to administrators for resolution.
• Configure detailed audit history and change tracking applications, agreements, and related records to support transparency, privacy reporting, and reporting obligations.
• Configure fund distribution tracking, including grant agreement generation, disbursement tracking (coordinated with workday), and reporting on allocated, committed, and disbursed amounts by program and grant type.
• Deliver the applicant-facing experience as a city-branded portal integrated with, enabling prospective applicants to register, view available grant programs and intake schedules, enroll in applicant workshops, complete and submit applications, save drafts, upload supporting documents, and track the status of their applications.
• Configure administrator tracking of workshop enrollment and attendance and link attendance records to applicant profiles for use in eligibility review.
• Provide robust search and filtering across applications, applicants, agreements, and reporting records.