Industry · Public sector
Serve more residents with the staff you have
A public agency runs a Service Operation too: requests from residents, inspectors and crews in the field, and programs that must stand up fast and stand up to audit. Ludia Consulting is a Microsoft solutions integrator focused on Service Operations. We bring the patterns from that work to agencies and public programs, and we’re direct about where our public-sector record is still short.
Sources: NASBO, Spring 2026 Fiscal Survey of States; MissionSquare Research Institute, 2025 workforce survey; US Government Accountability Office, April 2026.
Budgets are flat, and the people who know the work are retiring
Agencies are asked to serve the same residents, or more, with flat budgets and a thinner bench. The work that used to live in a senior caseworker’s head now has to live in the record.
Money is tighter. Governors in 22 states proposed lower general-fund spending for fiscal 2027 than for fiscal 2026, according to NASBO. One-time pandemic relief funds must be spent by Dec 31, 2026, so the systems they paid for now need a home in the regular budget.
People are leaving. In MissionSquare’s 2025 survey, 46% of state and local governments expected retirements to increase, and 61% had no succession-planning process.
And every dollar needs a trail. GAO estimates $186 billion in federal improper payments in fiscal 2025, and most improper payments are documentation or process errors, not fraud. Programs that keep evidence on the case record answer auditors faster.
An agency keeps residents’ trust between the request and the closed case
Intake, casework, field crews, materials, and finance often run apart. Connected, a resident’s request is tracked from one department to the next until it closes.
- 1 · Resident service
Customer Service (opens Microsoft’s site)
Contact Center (opens Microsoft’s site)Every resident request logged, routed, and answered the first time
Calls, chats, 311 requests, and portal submissions become one case with the resident’s history attached.
Agents at work: intake staff hand case setup and intent to the Case Management and Customer Intent agents (generally available in commercial cloud), and keep the conversation with the resident.
- 2 · Field work
Field Service (opens Microsoft’s site)The right inspector or crew at the right address
Inspections and public-works jobs are scheduled by skill, certification, and location, with the asset’s history on the work order.
Agents at work: supervisors review schedules drafted by the Scheduling Operations Agent (preview, not for production use yet) and keep the final call.
- 3 · MobilityField Service (opens Microsoft’s site)
Power Apps (opens Microsoft’s site)Inspections finished at the address, even without coverage
Inspectors complete checklists offline, with photos and location, and results reach the record before they leave the site.
Agents at work: inspectors ask knowledge agents built in
Copilot Studio about the code or the procedure, and keep every enforcement decision. - 4 · Assets and materials
Supply Chain Management (opens Microsoft’s site)Crews have the materials, and every asset has a history
Materials are reserved against the work order, and each pump, vehicle, or facility carries its maintenance and cost record.
Agents at work: buyers let the Procurement Agent (paid preview) follow up on late supplier orders, then decide what to expedite.
- 5 · Finance and grants
Finance (opens Microsoft’s site)
Project Operations (opens Microsoft’s site)Every dollar traced to the program and the award
Time, materials, and case actions post to the program and the grant, so budget against actual is known before the report is due.
Agents at work: finance staff use the Finance Agent for reconciliation, and still approve every figure that leaves the agency.
Across every link
Agents take the lookups and follow-ups between intake, the field, and the back office; your staff make the calls. See the connected Service Operation →
Underneath it all
Azure (opens Microsoft’s site)
Microsoft Foundry (opens Microsoft’s site)
Dataverse (opens Microsoft’s site)
Microsoft Azure is the secure cloud every link runs on: identity, integration with the systems you keep, and the data that ties them together. In Microsoft Foundry we build, test, and govern the custom AI agents and models your operation needs beyond the ones inside Dynamics 365. They work from your own data and are evaluated before they touch the work. In government, we check each Azure and Foundry service against Microsoft’s government cloud before it goes into a plan. How we build AI →
The work, as your inspectors, crews, and caseworkers do it
Four jobs your staff do every day, and what changes when the record goes with them.
Building inspector
Results recorded at the address
Inspections are completed on a phone at the site, offline if needed, with photos and code references, and the next inspection is scheduled before leaving.
Their call: pass or fail.
Public works crew
A 311 request closed from the truck
The pothole or streetlight request arrives as a work order with the location and photo, and closing it on a phone tells the resident it’s done.
Their call: how to fix it.
Caseworker
The case note drafted for the caseworker to edit
Copilot drafts the case note from the intake conversation, and the caseworker edits it, so more of the caseworker’s time goes to the resident.
Their call: every determination.
Permit technician
Fewer “where is my permit?” calls
Applications route to each reviewing department at once, and applicants check status themselves on a portal.
Their call: what’s complete and what’s missing.
What changes for your director, budget office, and operations lead
For the agency director
Launch the next program on what you already run
Stand up a new program or absorb a new mandate without a new procurement each time. Your staff make the change.
For the budget office
Costs traced to the program, and audits without a scramble
Time, materials, and case actions tie to the program and the award, so federal reports and the single audit draw on the same record.
For the operations lead
Backlogs you can see, and cases that close on time
Caseload and timeliness show by team and by program. Residents check status online on their own.
State, local government and education
Cities, counties, states, and school systems want one front door for residents and data their leaders can trust. See how we approach SLED →
Overview
Answer every resident the first time
The contact center, the case, the crew, and the data on one record, for government and education.
Resident contact center
One front door for every resident request
Phone, chat, text, and 311 in one queue, connected to the department and the crew, in English and Spanish.
Data and AI
Numbers your council trusts
One governed record, reporting from the work, and AI that drafts while your staff decide.
Four patterns from our Service Operations work that fit public programs
Ludia hasn’t yet delivered a commercial engagement for a public agency, and we won’t pretend otherwise. These patterns come from our Service Operations clients and from Dynamics for Good.
Surge programs
A new program run from one shared record
Intake, scheduling, and reporting your staff can configure on the platform you already run. An emergency program gets clean data and an after-action record.
Field work
Inspections and crews with a system of record
Work orders, offline mobile, and asset history for inspections and public works, the same way we run field work for construction and energy clients.
Self-service
Residents check status without calling
Secure portals on 
Power Pages over the data you already hold, built to WCAG 2.1 AA from launch. We’ve built customer portals this way in manufacturing and energy.
Case management
One case record, with a trail for every action
Role-based views, tasks with deadlines, and an audit trail per action, so a caseworker stops re-keying and an auditor finds the evidence.
Agility and enablement
Your staff make the next change without a new contract.
Mandates change with each legislative session. Your staff should be able to add a program, a form, or a rule themselves.
Your admins build alongside our consultants from the first sprint, and every design decision is written down with the reason behind it. When a senior employee retires, the knowledge stays in the record and the runbook.
How we work →
Where we’ve done this kind of work
Our public-sector work so far runs through Dynamics for Good, Ludia’s program for nonprofits and public programs. The rest of what we bring comes from commercial Service Operations work.
Dynamics for Good · Public health
Testing and vaccination during the COVID-19 emergency
The New York State Department of Health’s COVID-19 testing and vaccination response
The department ran COVID-19 testing and vaccination through the emergency. Through Dynamics for Good, Ludia worked with Microsoft to support it.
Service Operations · Field work
The field and portal patterns agencies ask about
How our commercial clients run field work, mobility, and self-service
Field-heavy companies in construction, energy, and facility services run work orders, offline mobile, and customer portals.
Built on Microsoft Dynamics 365
The Microsoft products behind each part of an agency’s Service Operation. Each one links to Microsoft’s own page.
Microsoft Dynamics 365 Customer ServiceCases, knowledge, and service agreements, so every request reaches the right person.on microsoft.com (opens Microsoft’s site)Microsoft Dynamics 365 Contact CenterVoice, chat, and messaging in one place, with agents that understand intent.on microsoft.com (opens Microsoft’s site)Microsoft Dynamics 365 Field ServiceWork orders, scheduling, and the technician’s mobile app, from dispatch to completion.on microsoft.com (opens Microsoft’s site)Microsoft Power AppsFocused mobile and desktop apps for the jobs the standard apps don’t cover.on microsoft.com (opens Microsoft’s site)Microsoft Copilot StudioCustom agents built on your manuals, jobs, and processes.on microsoft.com (opens Microsoft’s site)Delivered the way Microsoft recommends, with 
FastTrack (opens Microsoft’s site) and Success by Design (opens Microsoft’s site).
For your IT team: what runs in Microsoft’s government cloud, and what we check first
Government clouds carry most of Dynamics 365, but not all of it, and not always at the same time as commercial cloud. Our architects check each feature before you plan around it.
Most Dynamics 365 apps run in GCC
Dynamics 365 US Government (GCC) includes Customer Service, Contact Center, Field Service, Finance, Supply Chain Management, and Project Operations. GCC High includes a narrower set.
The authorizations are Microsoft’s, not ours
Dynamics 365 US Government falls within Azure Government’s FedRAMP High authorization. Those commitments belong to Microsoft.
Resident portals must meet WCAG 2.1 AA
The ADA Title II rule sets April 26, 2027 for entities serving 50,000 people or more, and April 26, 2028 for smaller ones. We test portals to that standard before launch.
Some features arrive later in GCC
Preview and Copilot features can lag commercial cloud. 
Microsoft 365 Copilot is generally available in GCC and GCC High; agent features are checked one at a time.
GIS stays with Esri
Field work in government runs on Esri maps. We connect work orders and assets to your GIS rather than replace it.
The old Government Accelerator is retired
Microsoft archived its Dynamics 365 Government Accelerator on Jan 4, 2024. We build on current Dataverse patterns instead.
Status as of Sept 28, 2026, from Microsoft’s Dynamics 365 US Government service description, the Department of Justice ADA Title II rule (April 2026), Microsoft’s US Government Copilot update (April 2026), and the archived Government Accelerator. We re-check status before every plan.
Questions agency leaders ask us
Has Ludia worked for a public agency before?
Through Dynamics for Good, yes, including the New York State Department of Health’s COVID-19 response. We haven’t yet had a commercial agency engagement; we bring the field, portal, and case patterns we run every day for Service Operations clients.
Can we buy through a cooperative contract?
Agencies usually buy Microsoft licenses from a licensing reseller, often on a cooperative contract. The implementation partner is contracted separately. Ludia is a minority-owned firm.
Are Ludia’s consultants US-based?
Yes. Our senior consultants are US-based.
Will our own staff be able to run it after launch?
Yes. Your admins build alongside our consultants, and each decision is documented with its reason, so the next change doesn’t need us.