Public sector · SLED
Answer every resident the first time with the staff you have
Cities, counties, states, and school systems run some of the busiest Service Operations there are. A resident calls about a missed pickup, a permit, or a bus route and expects one answer. Ludia Consulting connects the contact center, the case, the crew in the field, and the data behind them on Microsoft Dynamics 365. Service levels rise without adding headcount or cost, and your staff run it after we step back.
Sources: NASCIO, State CIO Top Ten Priorities for 2026; MissionSquare Research Institute, 2025 workforce survey; Department of Justice ADA Title II rule, April 2026.
Residents expect one answer, and most agencies still give them five
A resident doesn’t know which department owns a pothole, a permit, or a late bus. They call, email, or fill in a form, and the request moves between teams that each keep their own list.
Phones are still the front door. Agents search several systems while the resident waits, and the same question comes back the next day because nobody can see the first answer.
The people who know the work are leaving. In MissionSquare’s 2025 survey, 46% of state and local governments expected retirements to increase, and 61% had no succession-planning process. What a senior clerk knows has to live in the record and the knowledge base.
And leaders want AI, with rules. AI is the first priority on NASCIO’s 2026 list for state CIOs, and the question they ask first is how it will be governed. That answer starts with clean, connected data.
Three places to start
Each one stands on its own and makes the next one easier.
Resident contact center
Phone, chat, text, and 311 in one place, with the history on screen
Every request becomes one case that reaches the right department and the crew in the field, in English and Spanish.
Data and AI
Data your leaders trust, and AI your staff can govern
One record for requests, cases, and assets, reporting your council can read, and AI that drafts while your staff decide.
Field work
Inspections and public works with a system of record
Work orders, offline mobile inspections, and asset history, connected to the request that started them.
What changes for your city manager, CIO, and operations lead
For the city or county manager
Fewer complaints that reach council, and answers you can show
Requests, response times, and backlogs show by department and by neighborhood, so you can see where service slips before residents tell you.
For the CIO
One shared record for every resident service
The contact center, cases, field work, and reporting share one record in Microsoft’s government cloud, with security your team already knows from Microsoft 365.
For the operations lead
Staff answer the question with everything on one screen
The resident’s history, the knowledge article, and the open work order sit together, and new staff learn from the record.
Education: the same patterns for school systems and colleges
Districts and campuses run a contact center, a facilities operation, and a data office too. We haven’t yet delivered for a school system or college, and we say so. These are the patterns we would bring.
Student and family services
One place for enrollment, transportation, and aid questions
Families reach one front door by phone, chat, or text, in English or Spanish, and staff see the earlier conversation.
Campus facilities
Work orders for buildings, grounds, and fleet
Requests from teachers and staff reach the right technician, and every building and bus carries its maintenance history.
Data for the board
Reports drawn straight from the work
Service, facilities, and budget figures come from the same record, so board and state reports stop needing a spreadsheet each time.
Honest about our record
Patterns from Service Operations, and a public-health response through Dynamics for Good.
Our public-sector work so far runs through Dynamics for Good, including the New York State Department of Health’s COVID-19 response with Microsoft. We haven’t yet delivered a commercial engagement for a city, county, or school system.
What we bring is the work we do every day for service businesses: contact centers connected to the field, work orders with offline mobile, customer portals, and reporting leaders trust. Ludia’s co-founders lead the work: Lucas Diaz, a 
Microsoft FastTrack Recognized Solution Architect for Dynamics 365, and Andreas Vogel, with twenty years of Dynamics delivery. We deliver in phases, one service first and then the next, and a US-based senior team stays through go-live.
Built on Microsoft Dynamics 365
The Microsoft products behind a connected resident service. Each one links to Microsoft’s own page.
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 Customer ServiceCases, knowledge, and service agreements, so every request reaches the right person.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 PagesSecure customer and partner portals on the same data.on microsoft.com (opens Microsoft’s site)
Microsoft Power BIReports and dashboards on service, parts, and finance.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).
Questions leaders ask us
What does SLED mean?
State and local government and education: states, counties, cities, special districts, school districts, and public colleges. They share a buying model and many of the same service problems.
Does Dynamics 365 Contact Center run in the government cloud?
Yes. Microsoft lists Dynamics 365 Contact Center and Customer Service in its US Government Community Cloud (GCC). Some Copilot and preview features arrive there later than in commercial cloud, so we check each one before you plan around it.
Has Ludia worked for a city or a school system?
Not yet on a commercial engagement. Our public-sector work runs through Dynamics for Good. We bring contact center, field, and portal patterns we deliver every day for Service Operations clients.
How do agencies usually buy this?
Microsoft licenses usually come from a licensing reseller, often on a cooperative contract. The implementation partner is contracted separately. Ludia is a minority-owned firm with US-based senior consultants.