The Bereavement Authority of Ontario (BAO) operates as a government-delegated body and a non-profit organization, overseeing the implementation of the Funeral, Burial, and Cremation Services Act, 2002 (FBCSA). The BAO is tasked with regulation and ensuring adherence to legal standards, while also providing support and services to licensed operators of funeral establishments, directors, and preplanners. Additionally, it serves cemetery, crematorium, and alternative disposition operators, transfer service operators, and sales representatives within the bereavement sector throughout Ontario.
Customer Challenges
Since its 2016 inception, the Bereavement Authority of Ontario (BAO) had used an outdated system lacking adequate regulatory features for licensing, inspections, complaints, and information management. The 2020 audit by the Office of the Auditor General of Ontario highlighted significant flaws, particularly in protecting consumers during sensitive times. In response, the BAO had launched a Request for Proposal (RFP) to update its technology and business infrastructure.
Partner Solutions
The project revamped the Bereavement Authority of Ontario’s systems by implementing Microsoft Dynamics 365 Customer Service and integrating DataInvent Systems’ regulatory tools. A new licensee portal, built with Microsoft Power Pages, improved digital services. The updated infrastructure features SharePoint Online, Power Automate, Power BI, and integrates PayPal and QuickBooks, enhancing operational efficiency.
Customer Benefits
The Bereavement Authority of Ontario (BAO) now meets its regulatory obligations more effectively with Microsoft Dynamics 365 and the Power Platform. Following the Auditor General’s recommendations, BAO has moved operations to Microsoft Cloud, streamlining processes. The transition has introduced an online public registry for funeral establishments, simplified license renewals, improved financial compliance submissions, and enhanced complaint management. BAO is also exploring new services and further automation using the Microsoft Business Application Platform.
- Streamlined operations boost efficiency, scalability allows service adjustments without major changes, and improved data management enhances data structuring and analysis.
- Accessibility allows system access from anywhere, cloud security safeguards sensitive data, and cloud solutions cut costs by reducing hardware and maintenance needs.
- Compliance management is simplified with seamless updates and new features. Service delivery is improved with user-friendly online processes for public and funeral services.
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