(1) Vendor needs to provide dynamics 365 customer service implementation solution. • Enhance and expand the footprint of Microsoft dynamics 365 customer service beyond its phase 1 implementation in 2025. • Dynamics 365 rollout focuses on expanding functionality to support advanced case management, integration with critical business systems, and improved stakeholder engagement. • Enable tools and workflows that enhance stakeholder engagement and outreach campaigns. • Extend case management capabilities to include the Compliance team, enabling intake and management of complaints, investigations, and appeals/disputes from any channel (email, web, phone). • Connect Dynamics 365 with QuickBooks and Thinking Cap to provide agents with a single interface. • Improve functionality for infrastructure owners, ensuring efficient handling of their information and related communications.