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Key Government Agencies Are Improving Citizen Service While Increasing Operational Effectiveness and Efficiency with Oracle

Agencies successfully realizing Performance-Driven Government are those delivering the highest levels of citizen service, achieving operational efficiency, and empowering employee productivity.

Siebel Public Sector solutions—Citizen Response "311," Benefits Case Management for Human Services, Single View of the Taxpayer, Better Manage Revenues, Immigration Services, and Defense Personnel and Logistics Management enable governments to offer more responsive citizen service, while delivering the highest return on government IT programs. "Performance-Driven Government is a tremendous win for both governments and citizens," said Ian Brook VP Public Sector CRM, EMEA at Oracle Corp. "This represents a fundamental shift away from inefficient, expensive, agency-centred service toward mission-focused processes that address citizen needs efficiently and effectively, delivering the highest return on government and taxpayer investments." In a time when case loads are rising, budget crises are common and improved employee productivity is becoming increasingly critical, leading government agencies are transforming themselves into performance-driven organizations. With Siebel Public Sector, agencies can significantly enhance the processes directly related to their mission, driving key performance improvements in multichannel citizen service, operational efficiency and cost reduction, and employee motivation and effectiveness.

Agencies Adopt Performance-Driven Government Solutions Siebel Public Sector now provides six agency-specific, commercial-off-the-shelf (COTS) solutions that provide government with the tools to deliver world-class service that is responsive to citizens, businesses, partners, and policymakers. These solutions include: Citizen Response "311" Governments are faced with an influx of citizen inquiries that range from reporting potholes to inquiring about parking regulations to applying for government-provided health services. In the past, these inquiries were directed to various agencies and departments including emergency centres. Siebel Public Sector brings together all local and regional service information into one call centre so that governments can respond to citizens based on their specific needs and preferences-regardless of the time of day or the channel of communication. By integrating dozens of telephone book numbers and IT systems and by providing a holistic view into agency performance, the Citizen Response "311" solution empowers government agencies to better collaborate, reduce duplication of effort, and make well-informed decisions about service delivery. Further, citizens have one number, 311, to call for their government needs. Governments around the world deploying Siebel's Citizen Response solution include City of Cologne (Germany), City of Hamburg (Germany), City of Indianapolis, Mayor's Action Centre, Generalitat de Catalunya (Spain), Hong Kong Efficiency Unit, London Borough of Tower Hamlets (UK), and Region of Halton (Canada).

Benefits Case Management for Human Services Government agencies process millions of cases annually, the majority of which are managed with cumbersome tools and inefficient paper-based processes. Siebel Public Sector allows agencies to automatically assign and route cases to case workers based on their skills, experience, and workload. The solution easily and quickly enables government agents to review case information stored in an electronic record and to verify whether applicants meet initial criteria for benefits. The solution provides a single point of access to internal and third-party knowledge bases, documents, and eligibility engines, allowing case workers to more accurately and efficiently determine and recommend all relevant government services to the citizen. Governments around the world deploying Siebel's Benefits Case Management for Human Services solution include Agefiph Disability Services (France); Centres for Medicare & Medicaid Services; Commonwealth Department of Family and Community Services (Australia); Library of Congress (U.S.); New South Wales Department of Community Services (Australia); Leeds City Council (UK); State of Kansas, Department of Human Resources; State of Kentucky, Department of Employment Services; and Tesoreria General de la Seguridad Social (Spain).

Single View of the Taxpayer Facing constant budget pressures, governments must strive for both cost reduction, by eliminating ineffective programs, and increased revenues generation, by increasing efficiency and creativity in collecting and generating fees and taxes. Siebel Public Sector enables desktop management of all tax case information, aggregating data from multiple legacy applications and channels to provide a single, comprehensive view of citizens or businesses and their filing details, regardless of the channel of interaction. The Siebel Single View of the Taxpayer solution also increases taxpayer satisfaction by improving first call/contact resolution of issues through proper assignment of resources and by enabling truly effective self-service capabilities, freeing up agency staff to focus on other vital activities. "Single View of the Taxpayer is providing millions of dollars a week in savings to the South African Revenue Service by releasing previously untapped value from the systems that we already have in place," said Ken Jarvis, CIO, South African Revenue Service. "Moreover, by using packaged integration and citizen service applications from Siebel Systems, we have sped our time to deployment by months—enabling us to capitalize on these incredible savings faster than otherwise possible."

Immigration Services Increasing concerns over national security are driving governments across the world to improve services for immigrants, foreign visitors, and refugees. Siebel Public Sector better manages and secures these citizenship and immigration processes. The Siebel Immigration Services solution automates the citizenship process from application filing and scheduling of tests and hearings to final decision-making and resolution. During the process, citizens now have real-time visibility into case status. Siebel's Immigration Services solution automates the immigration process by enabling agencies to instantly share information across offices and with personnel in the field, ensuring a holistic, up-to-the-minute view into each immigration case. Border security and enforcement can quickly conduct analyses such as cross-referencing visitor visa applicants with law enforcement watch lists and databases. At ports of entry, officers are able to instantly check the visitor visa and passport status of foreign visitors as soon as they arrive. Citizenship and Immigration Canada (CIC) is using Siebel Public Sector to replace several of its current legacy systems with a new, integrated solution that will support all of CIC's requirements for client case management and operations and will replace outdated, nonintegrated legacy systems. This project, the Global Case Management System (GCMS), is an integral component of CIC's vision for the future.

Better Manage Revenues 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 enables agencies to grow and better serve their customer bases through targeted outreach campaigns and streamlined customer service processes. Better Manage Revenues equips revenue and licensing professionals with a single view of their customers, including purchase history, customer service history, open service requests, and customer satisfaction information. Using embedded revenue management best practices, sales and service professionals can more effectively manage opportunities by identifying specific actions that facilitate rapid revenue closure. Governments around the world deploying the Siebel Better Governments around the world deploying the Siebel Better Manage Revenues solution include Civil Aviation Safety Authority (Australia), Florida Department of Business and Professional Regulation, La Poste (France), Royal Mail (UK), Singapore Economic Development Board, and U.S. Postal Service.

Defense Personnel and Logistics Management Defense organizations need to continually improve their operational readiness by maximizing the effectiveness of military personnel and increasing weapons systems availability. Siebel Public Sector provides a high-quality service to both military and civilian personnel. The solution's unified help desk maintains a complete, 360-degree view of personnel, enabling consistent and accurate response to inquiries regardless of channel. It also automates routine processes, such as in-and-out processing, orders management, or approvals for leave. Siebel Public Sector also offers integrated logistics capabilities through a complete asset management and maintenance solution. Regardless of location or method of access, soldiers can generate logistics requests, enabling support groups to quickly and efficiently respond. Requests from the field are then intelligently routed to ensure the right maintenance or engineering resource addresses the request, optimizing scheduling around service level agreements, skills inventory, and availability.

For more information about Siebel Public Sector solutions, visit: http://www.siebel.com/public-sector/software-solutions.shtm