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Siebel Public Sector Guide > Overview of Siebel Public Sector >
About Siebel Public Sector
Siebel Public Sector is an integrated suite of Web-based applications designed for use by administrators and users who are associated with municipal governments, social services, tax and revenue management, public health, immigration agencies, and investigative agencies. Customer relationship management (CRM) technology is increasingly relevant in the public sector because citizens who are accustomed to high levels of service and convenience in the private sector demand a comparable level of service in the public sector. Government agencies share a common set of imperatives that require efficient processes to address citizen needs and to deliver the highest return on government and taxpayer investments. These imperatives include:
- Improving Citizen Service. In addition to requests for improving the quality and speed of public services, citizens want to interact with government agencies using the channels that best suit their needs. These channels include the Web, the telephone, face-to-face meetings, mail, and fax.
- Streamlining Case Management. Government agencies process millions of cases annually and manage the majority of these cases with legacy tools and paper-based processes. The result is a costly, time-consuming process for both citizens and agents.
- Increasing Employee Productivity. Many governments face the challenge of providing, with a reduced workforce and diminished resources, additional services to an increasingly demanding public.
- Closing Budget Gaps. To alleviate budget pressures, governments try to reduce costs by eliminating ineffective programs and try to generate additional revenue by developing more efficient methods to collect fees and taxes.
- Improving National Security. National security is of paramount importance, and government agencies try to encourage effective interagency information sharing and public notification.
Table 3 describes how Siebel Public Sector provides solutions for key business issues and challenges.
Table 3. Siebel Public Sector Solutions for Key Business Issues
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Siebel Public Sector Solutions |
Citizen Response |
Siebel Public Sector equips agents at government call centers with information that they can use to respond to citizen and business inquiries and to efficiently open and route work orders to appropriate departments. Oracle Business Intelligence can also help provide insight into the efficiency and effectiveness of government operations. |
Benefits Case Management for Social Services |
Siebel Public Sector provides social service agencies with an integrated case management application that they can use throughout the life cycle of each case. By consolidating citizen information from case initiation to close, and by enabling a workflow-driven case processing, Siebel Public Sector allows agencies to provide timely 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. |
Defense Personnel and Logistics Services |
Using Siebel Public Sector, military organizations can provide soldier-centric services, bolstering efforts to recruit, retain, and reward those serving in the armed forces while reducing taxpayer costs. Militaries can manage logistics and field service operations more efficiently. |
Single View of Taxpayer |
Siebel Public Sector helps tax agencies better integrate disparate taxpayer applications to provide a consolidated, single view of a taxpayer, the taxpayer's past history, and outstanding balances that the taxpayer owes. Taxpayer case management and audits are improved and streamlined. |
Revenue Management |
Siebel Public Sector assists agencies in growing and maintaining the customer base using targeted outreach campaigns, providing streamlined licensing processes, and providing improved customer service that is supported by the same suite of applications. Government agencies can focus on revenue generation while reducing customer service expenses. |
Immigration Services |
Immigration and citizenship agencies face an increasing flow of people and goods across borders and an increasing number of citizenship applications. With Siebel Public Sector, agencies can not only maintain better records of visitors and their stays as well as automatically populate application forms with Siebel data, but also share visitor information securely with collaborating agencies. Citizenship agencies can better manage application, test, and hearing procedures while improving global case management capabilities. |
This guide assumes that you already installed Siebel Public Sector. To install Siebel Public Sector, access the guides on the Siebel Bookshelf that are relevant to your agency's implementation. For more information, see Developing and Deploying Siebel Business Applications. NOTE: The Siebel Bookshelf is available on Oracle Technology Network (http://www.oracle.com/technetwork/indexes/documentation/index.html) and Oracle Software Delivery Cloud. It might also be installed locally on your intranet or on a network location.
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