National Department of Health

South Africa’s National Department of Health digitally transforms health service for citizens with Dynamics 365

Dynamics 365 is transforming healthcare in South Africa through the transformative impact that it had on the National Department of Health’s collaboration and visibility processes with resultant improved service delivery to the citizens of South Africa.

The South African government’s National Department of Health (NDoH) is the executive department dedicated to the health of all 55,9 million citizens. It does this through illness prevention, promoting healthy living, and improving health service delivery by focusing on access, equity, quality, sustainability, and efficiency.

Business Challenge

Confronted with aging ICT infrastructure and a growing population to service, the National Department of Health needed a fast, powerful CRM and operational solution with simple migration to bring it in line with the standards of the rest of the world. It was essential that any system overhaul should also boost productivity while bringing the department in line with best practices and governance requirements.

The National Department of Health decided to collaborate with long-standing Microsoft partner, Mint Management Technologies, to take care of the implementation of Dynamics 365 across the department in a 4-phase approach so that the department can use digitisation to its advantage and improve the standards of its healthcare through digital transformation. This process involved scoping risk and requirements ahead of migrating all 2383 users. The training was then put in place to familiarise users with the new system before Dynamics 365 finally replaced the legacy system.

Digitally transforming health service for citizens with Dynamics 365


Moving to the new CRM boosted productivity and cut costs across the department. The unified infrastructure also connected various Government departments for improved collaboration and visibility of processes. Running the latest version of Dynamics 365 led to better infrastructure stability, thanks to the ease of updating a cloud platform. The previous scoping and training stages also meant that there was minimal disruption of operations during migration.

Several benefits were identified. Thanks to the transformed internal IT processes, the department will now be better positioned to implement the National Health Institute’s initiative to make medical insurance affordable for all citizens. Other benefits are a unified project vision, staff buy-in and commitment, and the alignment of:
• The business’s use case priorities;
• Project stakeholders with methods and communication channels; and
• Project issues – and the communication efforts to deal with them.

In addition to these, other benefits include insight into available data, quicker access to information for case investigations, quicker turnaround times for reporting requests and case management allocations, reduced risk of infrastructure failure (thanks to the use of the latest Microsoft platforms), and improved case management functionality.

“I confirm my delight and satisfaction to all the work and assistance rendered by your project team on the implementation of one of the CRM components : Case Management, within D365. I am very confident in commending and recommending your team on taking any future challenges in any enterprise, in the public or private sector."
SA Department of Health
Arnold Phiri

Watch the video case study here