Microsoft Dynamics 365 / CRM for District, Borough and City Councils

Microsoft Dynamics 365 / CRM for District, Borough and City Councils supports the specific requirements of local authority service providers, spanning the provision of social housing, environmental health services, waste collection and disposal, leisure services, social care, planning and other local public services.


  • Links residents, tenancies, and properties with local service provision
  • Integrated Resident Portal
  • Incorporates configurable work flows for environmental health and waste management
  • Supports provision of leisure services
  • Supports provision of social care
  • Supports onmi-channel customer communication, by letter, email and social media
  • Includes built-in, customisable dashboards
  • Integrates with Outlook, SharePoint and legacy systems
  • Easy to use, with the familiar, intuitive Microsoft interface


  • Reduces contact centre call waiting times
  • Streamlines case management processes
  • Next actions can be scheduled remotely to accelerate case resolution
  • Contract service providers can access system to deliver seamless service
  • Mobile capability lets community and neighbourhood teams work more efficiently
  • Gives visibility of customer details, past and scheduled customer interactions
  • Accelerates drive to 'Digital by Default'
  • Dashboards provide up-to-the-minute information
  • Comprehensive security model ensures sensitive information is properly protected
  • Powered by Microsoft Dynamics 365, a secure, enterprise-grade platform


£2 to £18 per user per month

  • Education pricing available
  • Free trial available

Service documents


G-Cloud 11

Service ID

7 6 3 1 6 8 3 4 3 6 7 0 8 7 6



Nick Hill

01344 393012

Service scope

Service scope
Software add-on or extension Yes
What software services is the service an extension to Microsoft Dynamics 365; Microsoft SharePoint
Cloud deployment model Public cloud
Service constraints Full details of the Microsoft Dynamics 365 service can be found here - and
System requirements
  • Processor: 2.9GHz x86- or x64-bit dual core SSE2 instruction set
  • Memory: 2GB RAM
  • Display: SVGA with a resolution of 1024x768

User support

User support
Email or online ticketing support Email or online ticketing
Support response times P1: Critical - Response Time: 2hr  
P2: Major - Response Time: 4hr
P3: Important - Response Time: 8hr  
P4: Minor - Response Time: varies on request
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 AA or EN 301 549
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels Technical support is included in the licence fees. Enhanced user support is available at additional cost, aligned to the needs of each customer.

First line and second line technical support is provided by Esuasive. Third line technical support is provided by Microsoft.

Technical support is managed by Esuasive's Technical Support Manager.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Esuasive works with customers to ensure business adoption of each solution delivered is smooth and trouble-free. Comprehensive background guidance, help, training and troubleshooting materials are also available as part of the Microsoft Dynamics 365 service. Within the Microsoft Dynamics 365 Administration Portal, there are links to many of the resources available, including help articles for users and administrators who need to manage Microsoft Dynamics 365, and community forums/wikis where help articles and white papers are published.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction At end of contract customers can export data from Microsoft Dynamics 365 using tools provided by Esuasive and Microsoft.
End-of-contract process No more than 180 days after expiration or termination of Customer’s use of an Online Service, Microsoft will disable the account and delete Customer Data from the account.
Transfer of Customer Data. Unless Customer has opted out of the Standard Contractual Clauses, all transfers of Customer Data out of the European Union, European Economic Area, and Switzerland shall be governed by the Standard Contractual Clauses. Microsoft will abide by the requirements of European Economic Area and Swiss data protection law regarding the collection, use, transfer, retention, and other processing of personal data from the European Economic Area and Switzerland. For more see

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Dynamics 365 allows access and functionality to be provided via a mobile device, web browser or mobile application. The solution supports a model that only requires configuration to be carried once regardless of how the solution is accessed. With the responsive Dynamics Unified Interface, users will have the same experience on a mobile device or on a web browser.
Service interface Yes
Description of service interface The Web API provides a development experience that can be used across a wide variety of programming languages, platforms, and devices. The Web API implements the OData (Open Data Protocol), version 4.0, an OASIS standard for building and consuming RESTful APIs over rich data sources.
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing Please see
What users can and can't do using the API Please see
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Configuration to meet individual customer needs - including amending and creating new entities, forms, views and workflows - is typically carried out without requiring custom coding. To meet very specific requirements that do require custom development, Esuasive uses the Microsoft-supported software developer kit (SDK).


Independence of resources The Microsoft Cloud service operates multiple scale groups in each data centre and automatically provisions new customers into a scale group. The architecture of scale groups is designed to meet the many needs of operating a service at scale, including security, scalability, performance, tenant isolation, serviceability, and monitoring. Each customer has their own individual database, separate from other customers’ databases. Data processing is logically segregated through capabilities specifically developed to help build, manage, and secure multitenant environments.


Service usage metrics Yes
Metrics types Organization Insights provides a quick view of key Dynamics 365 metrics such as the number of active users and page requests. The Dynamics 365 Administration Portal provides an overview of each instance's 'service health' including service degradation and storage capacity.
Reporting types Real-time dashboards


Supplier type Reseller providing extra features and support
Organisation whose services are being resold Microsoft

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations Yes
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Other
Other data at rest protection approach The data within the Dynamics 365 system is encrypted using a PFX or BYOK encryption key. All instances of Dynamics 365 use Microsoft SQL Server Transparent Data Encryption (TDE) to perform real-time encryption of data when written to disk, also known as encryption at rest.
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach Data can be exported from Microsoft Dynamics 365 through the Export to Excel feature and using web service APIs documented in the Dynamics 365 SDK. Data can also be exported using the data export service.
Data export formats
  • CSV
  • Other
Other data export formats
  • Data in various open formats be exported from Dynamics365
  • Use the web service APIs documented in Dynamics 365 SDK
  • Files in XML Spreadsheet, TXT, CSV, XLSX
Data import formats
  • CSV
  • Other
Other data import formats
  • Use the web service APIs documented in Dynamics 365 SDK
  • Data in various open formats be exported from Dynamics365
  • Files in XML Spreadsheet, TXT, CSV, XLSX

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks Please see
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network Please see

Availability and resilience

Availability and resilience
Guaranteed availability Please see
Approach to resilience Please see
Outage reporting The service reports outages via the service status portal, alerts or mobile application.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication Dynamics 365 uses Azure Active Directory for authentication. For details on the Dynamics 365 security architecture please see

Role-based security is aligned with the structure of the business. Users are assigned to security roles based on their responsibilities in
the organization and their participation in business processes. Please see
Access restrictions in management interfaces and support channels Role-based access control  enables customers to grant access based on users' assigned roles. Please see and
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for Between 6 months and 12 months
Access to supplier activity audit information Users receive audit information on a regular basis
How long supplier audit data is stored for Between 6 months and 12 months
How long system logs are stored for Between 6 months and 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 27/03/2018
What the ISO/IEC 27001 doesn’t cover Please see Microsoft's statement of applicabilty for ISO 27001 for Dynamics 365 at
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 29/04/2016
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover Service scope for CSA STAR Certificate is decribed in  this document:
PCI certification No
Other security certifications Yes
Any other security certifications
  • EU Model Clauses
  • EU-US Privacy Shield
  • GDPR
  • FIPS 140-2
  • MCTS
  • ISO 27018

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards Please see
Information security policies and processes Please see

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach Esuasive's change control procedure includes:
• identification and recording of significant changes
• assessment of potential impact
• formal approval of proposed changes
• change planning
• communication of changes to all relevant persons.
• fallback procedures, including procedures and responsibilities for recovering from unsuccessful changes
• validation and acceptance of each change.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Incident Response phases are:
1. Identification – system and security alerts are analyzed; each incident is assigned a severity classification and appropriately escalated within
2. Containment – the escalation team evaluates the impact of an incident and ensures the incident is contained.
3. Eradication – after the situation is contained, the escalation team eradicates any damage caused and identifies the root cause of the security breach.
4. Recovery – software updates are applied and services are returned to a full working capacity.
5. Lessons learned – each security incident is analyzed to ensure to protect against reoccurrence.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Please see
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach Please see

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No


Price £2 to £18 per user per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial 30 day trial.

Service documents

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