Resilient Infrastructure Models For Public Sector Cloud CRM Systems

Authors: Raisa Ivanivna Borovets, Olena Serhiivna Kovalchuk,, Vitalii Andriiovych Tkachenko, Pavlo Dmytrovych Lytvynenko

Abstract: As government agencies increasingly transition to cloud-based Customer Relationship Management (CRM) systems to enhance citizen engagement, service delivery, and operational transparency, the need for resilient infrastructure models becomes critical. Public sector CRM systems face unique challenges—including compliance with data sovereignty laws, budget constraints, and the demand for high availability during emergencies. This research article explores architectural frameworks, design principles, and deployment patterns that ensure resilience in cloud CRM systems for the public sector. It examines fault-tolerant components, multi-region and hybrid deployment models, zero-downtime upgrade mechanisms, and the role of observability and disaster recovery strategies in sustaining service continuity. By synthesizing best practices from recent government CRM implementations, this paper provides a blueprint for building robust, scalable, and secure cloud-based CRM systems that can withstand operational disruptions and evolving policy requirements.

DOI: http://doi.org/