Federal agencies are under increasing pressure to modernize legacy systems. At the same time, they have to navigate tight budgets, evolving demands, and higher security needs. Traditional software development is often too slow and expensive to meet these challenges.
Low-code platforms are a powerful new option. They work especially well for case management, where agility and configurability are critical.
How Low-Code is Purpose-Built for Case Management
Case management systems are a key part of how federal agencies get things done. They support everything from benefits processing and investigating fraud to FOIA requests, personnel actions, and tracking mission-critical incidents.
Yet every program and field office manage cases differently.
Low-code platforms like Microsoft Power Platform, Dynamics 365, Salesforce, and ServiceNow give agencies the tools to:
- Set up systems by configuring, not coding from scratch
- Adapt workflows without waiting on developers
- Integrate data across siloed systems
- Empower program teams to manage and improve their tools
According to Gartner, “The low-code application platform (LCAP) market is forecast to be $16.5 billion by 2027 with a compound annual growth rate (CAGR) of 16.3% from 2022-2027.” – Gartner Research Study, May 2024
This trend is especially common in federal agencies, where case management is often the first step in application modernization.
From Vision to Value: Civilian and Defense Examples
Federal Civilian
- U.S. Department of Veterans Affairs (VA) uses the Microsoft Dynamics 365 US Government, hosted in the Azure US Government cloud, for its Federal Case Management Tool (FMCT). This tool supports tracking goal documentation, monitoring progress, managing client records, measuring performance, and monitoring staff workload for veterans and service members. Other parts of the VA also rely on Dynamics 365 for case management, including Community Care, Office of Accountability & Whistleblower Protection, and OIG.
- Bureau of Indian Affairs (BIA) moved its Financial Assistance and Social Services – Case Management System (FASS-CMS) to a FedRAMP-compliant cloud platform. This new system supports 175 caseworkers across 12 regions and can be fully configured to meet their needs.
- Federal Communications Commission (FCC) built its CRM system on Dynamics 365. The system runs on a FedRAMP-approved platform to help manage support requests and case files safely and efficiently.
Department of Defense (DoD)
- Organizations within the DoD are using low-code platforms to streamline personnel case tracking, automate readiness assessments, and modernize logistics workflows. These tools help them work more efficiently while still following strict compliance with DoD cybersecurity and data governance frameworks.
- The Power Platform’s integration with Microsoft 365 and Teams makes it easier for field teams and command centers to access secure, mobile-ready tools. This helps leaders make quicker decisions and stay focused on their missions.
What Makes It Work
Low-code case management platforms, like those built on Microsoft Dynamics 365 or Power Platform, offer benefits that make them a great fit for federal agencies:
- Rapid prototyping and iterative delivery
- Seamless integration with Microsoft 365 and Teams for mobile, field-ready access
- Granular role-based access, audit trails, and case histories
- Compliance with FedRAMP, CCWIS, Section 508, and DoD IL4/IL5 standards
These platforms allow agencies to stay flexible as policies, operations, and public needs continue to change.
As mentioned previously, the Bureau of Indian Affairs (BIA) improved its record-keeping with a modernized case management system. The new platform helps caseworkers stay focused and accountable, while still meeting federal tech and security standards.
Governance Matters: Low-Code ≠ Low-Risk
While low-code platforms help agencies build faster, they also need strong oversight. Without clear guidance and structure, agencies risk:
- Security gaps and inconsistencies
- Shadow IT proliferation
- Cross-program confusion
Agencies need to think of low-code as a platform, not just a tool. That means setting clear guardrails for data access, training, and solution reuse when possible.
Protecting against security gaps and inconsistencies
Legacy systems often have hardcoded rules. In a low-code environment, it’s easier to skip or miss important controls. Without strong governance, data models can get messy and integration logic may become inconsistent. This creates serious problems for meeting federal rules like FedRAMP and FISMA.
Pro Tip: From the start, make sure to use role-based access control, data loss prevention (DLP) policies, and audit logs. Managed environments also help to keep data separated and protected.
Stopping “shadow IT”
Low-code tools empower agency staff to build their own apps, which is great, but can also cause problems. Without governance, unapproved apps may be deployed without proper security, accessibility, or compliance oversight. Agencies also run the risk of increasing technical debt if departments are building redundant apps or siloed solutions.
Pro Tip: Establish a Center of Excellence (CoE) to set development standards, vet use cases, and control environments (e.g., dev/test/prod separation) agency-wide.
Avoiding cross-program confusion
Agencies often have a need to create the same tools in different parts of the organization. It’s key to share any new low-code application initiatives across the department to ensure alignment and reduce duplicative work.
In addition, apps built by non-IT staff or contractors can be hard to understand if the original creator leaves. If there’s no documentation, no one knows what the app does or how to keep it running.
Pro Tip: Use governance to guide staff to use shared, scalable apps. Wherever possible, reuse common data models, shared connectors (like Microsoft 365 or Azure AD), and centralized identity/authentication. Make sure every new app includes documentation and shared ownership. Enforce that all apps are registered in a central inventory with assigned product owners and support models.
Low-Code Platform, High Impact Results
Application modernization isn’t just about faster IT; it’s about making a bigger impact.
Low-code platforms are more than just a shortcut. They’re a smart way to help caseworkers, analysts, and other frontline staff do their jobs better – not just IT teams.
As federal agencies rethink how they serve, support, and respond to the needs of their constituents, low-code offers a path to resilient, responsive government, whether in civilian service or defense operations.
At Arctic IT Government Solutions, we help agencies modernize case systems using Microsoft’s low-code platforms, from Power Platform to Dynamics 365. Whether you’re moving off legacy systems or scaling a platform across multiple programs, we can help support you mission.
Let’s talk about how we can accelerate your case modernization strategy. Connect with us at connect@arcticitgov.com today to get the conversation started.
By Alex Kakar, Director of Business Development at Arctic IT Government Solutions