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Siebel Public Sector
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Shift to Performance- Driven Government
Governments today must strive for both cost reduction and increased revenue generation. Oracle’s Siebel Public Sector solutions allow agencies to deliver world-class service at thelowest total cost of ownership.
Customer relationship management (CRM) technology has become increasingly relevant in the public sector as citizens have become accustomed to high levels of service and convenience. Government agencies share a common set of imperatives that are the driving force in this evolution. Performance-driven government represents a shift toward processes that address citizen needs efficiently and effectively, delivering the highest return on government and taxpayer investments. Government agencies process millions of cases annually, the majority of which are managed with cumbersome tools and inefficient, paper-based processes. The result is a costly, time-consuming, and often frustrating process for both citizens and agency employees. Worldwide, many governments face a looming resource challenge and the daunting prospect of delivering more services to an increasingly demanding public—but with fewer resources than in the past. Governments must strive for both cost reduction, by eliminating ineffective programs, and increased revenue generation, by increasing efficiency and creativity in collecting and generating fees and taxes. Siebel Public Sector solutions from Oracle facilitate performance-driven government, allowing agencies to deliver world-class service—responsive, comprehensive, and satisfying to citizens, businesses, partners, and legislators—at the lowest total cost
of ownership.
Performance-Driven Governments Drive Constituent Satisfaction
Siebel Public Sector, developed in close collaboration with many of the world’s leading government agencies and systems integrators, incorporates industry best practices for addressing the market and legislative forces that are driving change. The solution focuses on six distinct areas of public interaction (described below).
Citizen Response
Government agencies often appear confusing and bureaucratic to the citizens they serve, and it is not always apparent who can answer questions and resolve problems. Once the correct agency is contacted, the level of responsiveness may not match what customers have come to expect from commercial service providers. Siebel Public Sector equips customer service representatives in government call centers with timely, accurate information to respond to citizen and business inquiries. Work orders are opened quickly and routed efficiently to appropriate departments, and Siebel Public Sector Analytics provides insight into the efficiency and effectiveness of government operations.
Benefits Case Management for Human Services
With a growing number of people seeking assistance from social services agencies, paperbased processes and legacy systems have trouble keeping up with the burgeoning caseload. Siebel Public Sector provides social services agencies with an integrated case management application for managing cases throughout their lifecycle. By consolidating and reducing the lifecycle of a case and by enabling a workflow-driven case flow, Siebel Public Sector enables optimal service and rapid case resolution. Increased employee productivity and more-consistent and accurate case outcomes reduce paperwork time, lower the case appeal rate, and reduce case fraud.
Single View of the Taxpayer
Tax agencies interact with many related corporations and individuals—parent companies, subsidiaries, spin-offs—with little visibility into related taxpayer interactions. One business may receive a tax refund at the same time its subsidiary owes a substantial tax payment. At a time when tax receipts are critical, Siebel Public Sector helps tax agencies better integrate disparate taxpayer systems in order to provide a consolidated, single view of taxpayers; their past history; and all outstanding balances. In this way, taxpayer case management and audits
become more accurate and streamlined.
Better Revenue Management
Government agencies responsible for generating revenues from sources other than tax receipts must focus on effectively driving revenues in the face of competition from private entities. Siebel Public Sector assists agencies in growing and maintaining their customer base through effective, targeted outreach campaigns; streamlined licensing processes; and superior customer service—all supported by the same suite of software applications. Government agencies can improve revenue generation while reducing customer service expenses, resulting in an excellent return on investment.
Immigration Services
Immigration and citizenship agencies face increasing flows of people and goods across borders, along with increases in citizenship applications. With Siebel Public Sector, these agencies can not only maintain better records of visitors and their stays, but also share visitor information securely with collaborating agencies. Citizenship agencies can better manage application, testing, and hearing procedures while improving their global case management capabilities. Siebel Public Sector helps countries provide better service to law-abiding visitors while keeping borders safe from those who would do harm.
Defense Personnel and Logistics Management
Defense organizations need to continually improve their operational readiness. This is achieved by maximizing the effectiveness of military personnel and increasing weapons system availability. With Siebel Public Sector, military organizations can more effectively recruit qualified individuals and increase the retention levels of the best soldiers, sailors, airmen, marines, and civilian personnel. In addition, Siebel Public Sector enables improved and streamlined support services for personnel and their families. Finally, through optimized and integrated logistics capabilities, the war fighter will have increased weapons system
availability and combat readiness.
Improve Your Citizen Response
Siebel Public Sector facilitates improved service to citizens, increased operational efficiency across agencies focused on work-related objectives, and detailed accountability for delivery of government services.
Key benefits of Siebel’s Citizen Response solution include
• Fast and convenient access to services and information, so that city governments can respond to citizens based on the citizen’s needs and preferences—regardless of time of day, method of communication, or urgency of the request. From basic information requests to multistage case management, cities are empowered to provide true world-class citizen service.
• Collaborative capabilities to help city agencies synchronize the resolution of citizen inquiries and work items while reducing duplication of effort, which improves both the efficiency and quality of service delivery.
• A holistic view of agency performance and service delivery, so that agencies can make well-informed decisions about service delivery.
• Ability to hold agencies accountable for poor service, while identifying high-performing agencies that deserve recognition and emulation.
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Latest page update: made by Clement_Joseph
, Nov 4 2008, 5:33 AM EST
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