SLED · Resident contact center
One front door for every resident request
A resident should be able to call, chat, text, or file a 311 request and get an answer from someone who can see what happened last time. Ludia Consulting builds that contact center on Microsoft Dynamics 365 and connects it to the case, the department, and the crew in the field. Fewer repeat calls lower the cost of every request and raise service levels, and your staff run it without us.
Where resident service breaks today
Most city and county contact centers grew one channel at a time. The phone system, the 311 app, the email inbox, and each department’s list don’t share a history.
So the resident repeats the story. The agent searches three systems while the caller waits, then emails the department and hopes. When the crew finishes the job, nobody tells the resident, and the next call is about the same pothole.
The cost shows up as long hold times, repeat calls, and complaints that reach council. It also shows up in staff who leave because the job is mostly searching.
From the first call to the closed request
Each step hands the next one what it needs, so the request is tracked from one department to the next.
- 1 · Every channel
Contact Center (opens Microsoft’s site)Phone, chat, text, email, and 311 in one queue
Requests arrive in one place and route by topic, language, and urgency, so a resident reaches someone who can answer.
Agents at work: Copilot summarizes each conversation for the next person who picks it up, a feature Microsoft supports in its government cloud. Your staff keep the conversation with the resident.
- 2 · One case
Customer Service (opens Microsoft’s site)The resident’s history on one screen
Earlier calls, open requests, and the address’s history sit on the case, so nobody asks the resident to start over.
Agents at work: Copilot finds the right knowledge article while the agent talks, also supported in the government cloud. The agent decides what to tell the resident.
- 3 · The right department
Power Automate (opens Microsoft’s site)Requests reach the team that owns them
Rules route each request to the department and set a response time, and supervisors see what is late before residents call back.
Agents at work: flows chase overdue requests and remind the owner; supervisors decide what to escalate.
- 4 · The crew in the field
Field Service (opens Microsoft’s site)A 311 request becomes a work order without retyping
Potholes, streetlights, and missed pickups go straight to the crew’s schedule with the location and photos attached.
Agents at work: crews close the job on a phone, offline if needed, and the case updates itself.
- 5 · The resident hears back
Power Pages (opens Microsoft’s site)Status online, and a message when it’s done
Residents check status on an accessible portal and get a text or email when the crew finishes, so fewer of them call to ask.
Agents at work: a status bot built in
Copilot Studio answers “where is my request?” and hands anything else to a person.
Across every link
Agents take the lookups, summaries, and reminders; your staff make the calls and talk to residents. 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 →
What your leaders can measure
Residents
More requests resolved on the first contact
First-contact resolution, repeat calls, and time to close, by channel and by department.
Staff
New agents up to speed sooner, with less searching
Handle time and time to proficiency for new agents, because the answer and the history are on screen.
Council and the public
Service levels you can publish
Response times by neighborhood and request type, drawn from the same record the staff use.
Built for residents, all of them
Language
English and Spanish from day one
Queues route by language, and knowledge articles and portal pages are written in both, not translated after launch.
Accessibility
Portals tested to WCAG 2.1 AA before launch
The ADA Title II rule sets April 26, 2027 for governments serving 50,000 people or more, and April 26, 2028 for smaller ones.
Surges
Ready for the storm, the outage, and the deadline
Your staff add a queue, a script, and a status page for an emergency without starting a new project. It’s the pattern behind our COVID-19 public-health work through Dynamics for Good.
Built on Microsoft Dynamics 365
The Microsoft products behind a resident contact center. 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 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 agency leaders ask us
Is Dynamics 365 Contact Center available in the government cloud?
Yes. Microsoft lists Dynamics 365 Contact Center in its US Government Community Cloud (GCC), as a standalone license or an add-on to Customer Service Enterprise. It isn’t listed for GCC High. Copilot conversation summaries and knowledge search are supported in GCC; other agent features we check one at a time.
Can we keep our phone system?
Sometimes. Contact Center brings its own voice channel, and which other phone options work in the government cloud depends on your carrier and contracts. We confirm the path with your IT team before you plan around it.
Will it connect to our 311 app and our work order system?
Yes. We connect requests to the system your crews use, whether that is Dynamics 365 Field Service or an existing work management system, and we keep GIS with Esri.
Has Ludia built a government contact center before?
Not on a commercial government engagement yet. We build connected contact centers and field operations for service businesses, and our public-sector work so far runs through Dynamics for Good. Co-founders Lucas Diaz, a Microsoft FastTrack Recognized Solution Architect for Dynamics 365, and Andreas Vogel lead the senior team, and we deliver in phases: one channel or one department first, then the next. Conversations with residents stay human.
Microsoft status as of Sept 30, 2026, from the Dynamics 365 US Government service description and Microsoft’s release notes on conversation summaries and knowledge search in GCC. We re-check status before every plan.