The Immigrant Services Society of BC (ISSofBC) provides a variety of settlement and support services for newcomers to Canada to help them get settled, learn English, find careers, and learn all they need to know about starting their new lives in Canada. During an average year, over 20,000 new Canadians make use of the organization’s services, visiting one of 13 brick-and-mortar locations spread across the Vancouver area. ISSofBC’s objective was to build a solution to manage all of the programs and services that they provide to their clients. Additionally there was a need for greater data visibility, real-time analytics, and a comprehensive, 360-degree holistic view of each client accessing those services.
Using Microsoft Dynamics 365 and the Power Platform, ITK delivered ‘NewTrack’, a multi-channel Client Service Management system with a suite of applications to initiate and manage service delivery of 20 different programs providing language, housing, finance, health, education, and general life skill services.
With the launch of NewTrack, for the first time, ISSofBC was able to easily view and track the immigration journey of each of its clients. ISSofBC staff and volunteers use NewTrack to onboard, evaluate, organize, and deliver 250,000 program registrations to newcomers. The project has been such a success it caught the eye of Microsoft and the organization subsequently published a case study: