Digital Citizen Services Platform for Rental Assistance using Dynamics 365 CRM and Power Pages

Executive Summary

A large North American government agency partnered with atQor to rapidly deliver a citizen-facing digital assistance platform to support a rental assistance program for low-income residents.

Using Microsoft Dynamics 365 CRM and Power Pages, atQor enabled residents and landlords to submit requests digitally while allowing government staff to manage eligibility, approvals, and fund disbursement entirely within their CRM system. The solution was delivered at speed and operated at scale, ensuring timely assistance during a critical public need.

The customer is a state / county-level government agency in North America responsible for administering public assistance and social benefit programs.

Key characteristics:

High volume of citizen-facing requests
Strong compliance and audit requirements
Need for rapid program rollout
Limited tolerance for operational disruption
Emphasis on transparency and equitable fund distribution

The agency required a solution that was fast to deploy, secure, and easy for both residents and administrators to use.

Industry Government/Public Sector/Social Services
Region Canada

Business Challenges

The agency needed to operationalize a rental assistance program funded by federal relief funds, with the following constraints:

Manual Intake Was Not Scalable
Paper-based or email-driven requests could not handle volume or urgency.
Residents and Landlords Needed Simple Access
Citizens required a frictionless way to submit applications and supporting information.
Back-Office Processing Required Control & Traceability
Staff needed structured workflows to validate eligibility, track applications, and manage payments.
Rapid Time-to-Market Was Critical
Delays in deployment directly impacted residents’ ability to remain housed.

atQor’s Solution & Approach

atQor designed and delivered a Dynamics 365 CRM + Power Pages solution that connected a public-facing portal with a secure, model-driven CRM backend.

Key Design Principles

Rapid deployment without sacrificing governance
Clear separation of citizen and administrative experiences
End-to-end traceability of requests and decisions
Secure handling of sensitive resident and landlord data
Scalability for fluctuating demand

Solution Architecture

Citizen & Landlord Experience (Power Pages)

Simple, guided request submission
Support for landlords to submit claims directly
Secure authentication and form-based data capture
Reduced friction for residents with limited technical ability

Government Operations (Dynamics 365 CRM)

Model-Driven Power App for internal users
Centralized tracking of tenants, property owners, and requests
Automated workflows for review and action
Structured data model supporting reporting and compliance

Delivery Highlights

Power Pages Portal delivered in just 5 days
Seamless integration with existing Dynamics 365 CRM
Minimal disruption to internal operations
Rapid onboarding of staff and stakeholders

Business Outcomes & Impact

The solution delivered immediate and tangible value:

Faster Assistance for Residents
Requests could be submitted and acted upon without delay.
Operational Efficiency for the Agency
All requests were managed directly within Dynamics 365 CRM.
Improved Fund Distribution Control
Centralized tracking ensured accurate, auditable disbursement of funds.
Positive Community Impact
The program directly supported housing stability for vulnerable populations.