Siebel Public Sector Guide > Overview of Siebel Public Sector >

Key Features of Siebel Public Sector

Using Siebel Public Sector, government and municipal agencies can manage:

• Case information from initial referral through case investigation and benefits delivery.
• Self-service processes for eligibility assessment and single-application filing for multiple programs.
• Appeals for benefits cases.
• Service plans that track service goals and related activities for cases.
• Automatic assignment of benefits to cases using Oracle Policy Automation.

  The Policy Automation bookshelf is available on Oracle Technology Network.

• Payment processing for benefits using Oracle Application Integration Architecture.
• Effective dating to track data changes that affect benefits cases.
• State models to implement controls for benefit data.
• Communications between agencies and citizens, agencies and agencies, as well as agencies and service providers.
• Case assignment to agents. Agent skills and availability can determine case assignment.
• Data integration from multiple channels and back-office applications, giving agents a comprehensive view of the citizen.
• Team collaboration and information sharing among agents, agencies, and partner agencies working on a case.
• Analytical reports for cases.
• Case, lead, and incident approval routing using predefined templates.
• Case, lead, evidence, and attachment serialization, performed hierarchically using predefined rules.
• Work time assignment to cases and incidents.
• Items of evidence, which agencies can initially log as assets, then convert to evidence, and associate with multiple cases.
• Leads, including clues or activities.
• Incident tracking and escalation.
• Immigration and visitor stays.