INNOVATION AWARD FOR THE METROPOLITAN CEMETERIES BOARD

Western Australia’s Metropolitan Cemeteries Board (MCB), in conjunction with the developers, Capgemini, has recently been awarded the ISG Paragon Award for Innovation, at an awards ceremony held in Melbourne; recognising their efforts in implementing a range of innovative solutions to improve the experience of those visiting Perth cemeteries. These innovations include a stakeholder portal for the online submission of funeral bookings and applications, the use of barcode scanners, a mobile app, and a wayfinding solution, all of which have helped to improve the overall user experience.

The MCB manages seven cemeteries in Western Australia, including Karrakatta Cemetery, which is the largest cemetery in the state. With over 120 years of history and over 1 million interments, the MCB has been working hard to improve the experience of those visiting its cemeteries. The implementation of these innovative solutions has been a significant step forward in achieving this goal.

The MCB made the decision to move to a new system in 2017 due to their old system running on ageing architecture and being unsupported. This outdated system was not only unreliable but also lacked modern features necessary for efficient operations.

After considering various options, the MCB decided to use Dynamics 365 as their Customer Relationship Management (CRM) system as it is a cloud-based system that is highly scalable and flexible, making it a great choice for the MCB’s needs. The MCB engaged Capgemini to assist with the design, development, implementation, and on-going support of the new system. The Dynamics 365 solution was deployed in November 2019.

One of the most innovative features of Dynamics 365 that the MCB implemented is the Service module. The Service module allows MCB to track and manage all service requests from customers, such as funeral bookings and applications, memorial sales, and feedback, as well as tracking of ashes, invoicing and payments, and monumental permits.

Enhancing this innovation further the MCB implemented a B2B (business to business) stakeholder portal in April 2021. The MCB portal is a web-based platform that allows funeral directors and other businesses to submit bookings and applications electronically, streamlining the process and reducing errors and delays. The portal provides a secure and user-friendly interface, making it easy for businesses to manage their bookings and communicate with the MCB. The portal has been a significant success, reducing the time and effort required to manage bookings and applications and improving the overall customer experience.

Other innovative features include the integration of Dynamics 365 with the MCB’s Geographic Information System (GIS), barcode scanning for ashes, and wayfinding solutions on the website and within the grounds. This integration allows MCB to track the exact location of graves, memorials, and other facilities within their cemeteries. This feature has significantly improved the customer experience of navigating the cemetery, finding graves, and streamlined cemetery operations.

The system also integrates with the MCB’s finance platform ensuring that tasks such as invoicing and processing payments are performed seamlessly.

“We are very proud of this prestigious award which has been earned by all

MCB staff involved with implementing and improving the system,” said MCB’s Project Manager, Brad Smith. “It is very encouraging to see a Cemetery system win an award such as this and I am looking forward to seeing future innovations that Dynamics 365 makes possible.”

Overall, the MCB’s implementation of these innovative solutions has been a great success. They have helped to improve the overall user experience of those visiting the cemeteries, making it easier to navigate and access information. The ISG Paragon Award for Innovation is a fitting recognition of the efforts in this area, and it demonstrates the MCB’s commitment to providing a high-quality service to the Perth Metropolitan community.

For more information on the Metropolitan Cemeteries Board, please visit their website www.mcb.wa.gov.au

What’s next for this system?

The Southern Metropolitan Cemeteries Trust (SMCT), a Victorian communitybased organisation responsible for the care and long-term maintenance of nine cemetery locations, has announced its decision to replace its end-of-life CRM and Finance systems with Dynamics 365 Customer Engagement and Business Central. After a rigorous procurement and solution exploration process, Capgemini was selected as the vendor.

The new solution will provide SMCT with the capability to improve its current processes in a more streamlined and efficient manner. In addition, the organisation has an ambitious roadmap to enhance the customer experience by implementing the features already created by MCB and Capgemini, as well as offering future digital engagement solutions. Dynamics 365’s ability to adapt and respond to changing needs is set to create boundless opportunities.