Government CRM Solutions for the Public Sector

What does a government CRM need to do?

A public sector CRM is less about sales pipelines and more about accountable service delivery: every request received, routed, answered and recorded in a way that stands up to oversight. The capabilities we are most often asked for are citizen and business request management across phone, email, web and in-person channels; case management with statutory deadlines, escalation and full history; permit, licence and application workflows with document checks and approvals; grant and programme management from application to reporting; inter-agency correspondence and task tracking; public self-service portals; and reporting for management and oversight bodies.

Dynamics 365 or custom development for a public sector CRM?

Both are valid, and the right choice follows the rules the organization must work within rather than a vendor preference. We recommend the right solution - whether that's Microsoft Dynamics 365, Power Platform, or a custom-built CRM.

Dynamics 365 and the Power Platform suit bodies that can use Microsoft cloud regions, want configured case management and portals quickly, and already run Microsoft 365. A custom CRM suits bodies that must host on government or in-country infrastructure, need full ownership of the source code to avoid vendor lock-in over a long contract, or serve large numbers of occasional users for whom per-user licensing does not scale. Because we deliver both, a feasibility assessment can compare them honestly before a tender is written or answered.

How do we handle data sovereignty and hosting?

Where data must stay in-country or on government infrastructure, hosting is decided before architecture. Dynamics 365 runs in Microsoft cloud regions, and the region is chosen when the environment is created. When that satisfies the legal requirements it is the fastest route. When it does not, a custom CRM can be deployed to a government data centre, a local cloud provider or on-premises servers, with backups, disaster recovery and access controls designed to the same standard. Either way, the data remains the property of the public body and the exit terms are written into the contract.

What security and audit requirements do we design for?

Security is part of the design, not a checklist at the end. We build role-based access so staff see only the cases their role permits, field-level protection for sensitive personal data, complete audit trails of who viewed and changed what, single sign-on with multi-factor authentication, encryption in transit and at rest, and data retention and deletion rules that follow the applicable legislation. We document the security model for your accreditation process and support independent penetration testing before go-live.

How do we support government CRM tenders?

Solzet has government tender experience, and we know the documentation a public procurement expects: a requirements traceability matrix, a technical solution description, security and data protection statements, a phased delivery plan with measurable milestones, knowledge transfer and training plans, and clear terms on source code and data ownership. We help contracting authorities run a feasibility or requirements phase before a tender, and we respond to tenders as a delivery partner. We do not name public sector clients without their approval.

Why work with a Yerevan-based CRM consultancy on public sector projects?

For Armenian public bodies, a local team means workshops in Armenian, documentation in the language officials work in, on-site presence in Yerevan when it matters, and a delivery partner that understands the local administrative context. For international and regional programmes, the same senior team works in English and Russian with 8+ years of CRM delivery experience. Read more about Solzet in Armenia and our guide to CRM options in Armenia.