NAFDAC Modernizes National Regulatory Systems with Secure Azure Cloud Migrationfor Mission-Critical Public Health Services
Building a secure, scalable, and compliant Azure cloud foundation for NAFDAC’s Regulatory Information Management System (RIMS), enabling resilient public health regulation and real-time digital service delivery across Nigeria
Aging on-premises systems limiting national regulatory capability
NAFDAC's critical Regulatory Information Management System (RIMS) operated on fragmented legacy infrastructure, creating availability risks, security vulnerabilities, and barriers to real-time regulatory service delivery across Nigeria.
Secure Azure cloud foundation for RIMS and public health services
Reliance Infosystems migrated RIMS onto Microsoft Azure, deploying Azure VMs, Container Registry, VPN Gateway, Entra ID, and Defender for Cloud — establishing a fully compliant, cloud-native regulatory platform in the Azure South Africa North region.
99.99% availability target for mission-critical public health systems
The modernized platform delivers 99.99% availability for regulatory systems, 100% cloud-native access for public portals, continuous compliance monitoring, and a strengthened security posture — protecting public health regulation for millions of Nigerians.
CASE STUDY
Industry
Financial Services
Customer
Meristem Securities
Category
Agentic Services & Contact Center
Category
$25,000
Microsoft Azure
Cloud Transformation
The National Agency for Food and Drug Administration and Control (NAFDAC) is Nigeria’s apex public health regulatory authority responsible for ensuring the safety of food, drugs, cosmetics, medical devices, and related products across the country.
To modernize its digital regulatory operations and improve service delivery, NAFDAC partnered with Reliance Infosystems to migrate and modernize its critical Online Regulatory Information Management System (RIMS) onto Microsoft Azure.
The engagement established a secure, scalable, and compliant cloud environment hosted in the Azure South Africa North region, enabling 100% cloud-native availability for public-facing regulatory portals while strengthening operational resilience and security governance across national regulatory systems.
Azure Cloud Platform Capabilities Enabling Transformation
- Azure Virtual Machines Compute Modernization
- Azure Container Registry Modern Application Delivery
- Azure Virtual Network & NSGs Network Security
- Azure VPN Gateway Hybrid Connectivity
- Microsoft Entra ID Identity & Access Management
- Microsoft Defender for Cloud Security & Compliance
- Azure RBAC & Private Endpoints Governance & Access Control
Azure Virtual Machines
Core RIMS application workloads were deployed on high-performance Azure Virtual Machines with premium managed disks, ensuring reliability and consistent processing performance for national regulatory operations.
Azure Container Registry
Secure container image storage and deployment enabled modular application updates and improved release agility for regulatory services, supporting near real-time deployment cycles.
Azure Virtual Network & NSGs
A fully isolated network architecture with strict segmentation and traffic control between application tiers prevents unauthorized lateral movement across the entire regulatory platform.
Azure VPN Gateway
Secure IPsec/IKE encrypted tunnels bridge Azure and on-premises systems with VPN-only administrative access, eliminating any public internet exposure for management operations.
Microsoft Entra ID
Unified hybrid identity management delivers centralized authentication, MFA enforcement, and stronger access governance across both cloud and on-premises environments.
Microsoft Defender for Cloud
Continuous security posture management, vulnerability assessment, and regulatory compliance monitoring ensures Zero Trust enforcement across all workloads.
Azure RBAC & Private Endpoints
Role-Based Access Control and Private Endpoints enforce least-privilege policies and eliminate public internet exposure for all management plane operations.
Enterprise Service Outcomes Enabled
Unified Service Operations
Meristem Securities achieved a single, centralized view of all customer service requests across multiple business units, eliminating siloed operations.
Improved SLA Compliance
Automated SLA tracking and escalation mechanisms significantly improved adherence to service timelines and reduced risk of missed commitments.
Enhanced Operational Efficiency
Automation of case creation, routing, and notifications reduced manual workload and improved service team productivity.
Consistent Customer Experience
Standardized workflows ensured consistent communication and service handling across all business units, improving trust.
Scalable Service Foundation
The platform provides a scalable architecture capable of supporting future enhancements, including advanced automation and AI.
Measurable Impact
The implementation delivered measurable improvements in customer service operations across Meristem Securities:
Approach and Delivery Methodology
Reliance Infosystems executed a structured implementation approach aligned to Microsoft best practices:
Approach and Delivery Methodology
Reliance Infosystems executed a structured implementation approach aligned to Microsoft best practices:
Discovery and Process Alignment
Stakeholder workshops were conducted across all business units to map existing service processes and define a unified case management model.
System Configuration & Foundation Setup
Microsoft Dynamics 365 Customer Service environment was configured, including security roles, user access, and initial data migration for accounts and contacts.
Solution Implementation
Core service capabilities were deployed, including: automated case creation and routing, SLA configuration, Notification workflows, Case lifecycle definition.
Validation and UAT
Structured user acceptance testing ensured alignment with operational requirements and service expectations.
Adoption and Enablement
End-user training and post go-live support ensured smooth transition and adoption across all service teams.
How Microsoft Technologies Enabled the Outcome
Dynamics 365 Customer Service provided the foundational platform for centralized service operations, replacing fragmented manual processes with a unified case management system.
Dataverse enabled secure, structured, and scalable data storage across all business units, ensuring consistency and governance.
Power Platform automated critical workflows, including case creation, routing, notifications, and SLA enforcement, transforming previously manual processes into intelligent, rule-driven operations.
Partner Value and Expertise
Reliance Infosystems brought deep expertise in Microsoft Dynamics 365 Customer Service implementation within financial services environments, with strong capability in:
- Multi-business unit service architecture design
- SLA modeling and enforcement frameworks
- Workflow automation using Power Platform
- Financial services process standardization
The engagement demonstrated Reliance’s ability to translate complex operational service structures into a scalable Microsoft-native customer engagement platform.
Winner Summary
Meristem Securities Limited modernized its fragmented customer service operations using Microsoft Dynamics 365 Customer Service, implemented by Reliance Infosystems. The solution unified case management across multiple business units, automated workflows, and enforced SLA tracking, resulting in improved response times, higher operational efficiency, and standardized service delivery across the organization.