The Pennsylvania Office of the Attorney General manages a broad range of law and public safety responsibilities, including conducting criminal investigations and prosecutions, handling civil litigation on behalf of Commonwealth agencies, and dealing with consumer protection issues. For years, the agency relied on an outdated system for constituent communication, which was difficult to use and lacked the capacity to meet future needs. In March 2007, Microsoft Certified Partner Smart Business Advisory and Consulting LLC (SMART) helped the agency deploy Microsoft Dynamics CRM citizen relationship management software, and then enhanced this solution with a Web application that automates all citizen contacts, including the processing of Web-based forms. Now, the agency gains from improved constituent service, increased workflow efficiency, and technology that supports continued growth.
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