Service Provider Tasks

The service provider uses Siebel Public Sector Provider Portal to perform many of the same tasks that partners perform using Siebel Partner Portal. For more information, see "Differences Between Siebel Public Sector and Siebel PRM".

Some tasks that the service provider performs that are specific to Siebel Public Sector are described in "Process of Referring Benefits Cases to Service Providers". Other tasks that the service provider performs that are specific to Siebel Public Sector include the following:

• "Managing Inventory (Service Provider)"

• "Viewing Referral Orders (Service Provider)"

• "Viewing Agreements (Service Provider)"

• "Sharing Information About Cases with the Agency (Service Provider)"

Managing Inventory (Service Provider)

The service provider can manage its inventory by selecting values in the Status field of the Asset record. The available values depend on how you configured that field in the setup task "Modifying Lists of Values for Managing Public Sector Providers".

The Status field of the asset is used to manage inventory in the following ways:

• When the agency adds a new asset that a service provider can provide, it selects Active in the Status field to indicate that the asset is unused and available. See "Adding the Initial Inventory for Service Providers".

• When the service provider accepts an order, it selects a value in the Status field to indicate that the asset is being used and is not available. See "Accepting or Rejecting Referrals (Service Provider)".

The service provider also uses the Status field to manage inventory at other times. For example:

• If a child leaves a foster care home, the service provider must change the value in the Status field for that asset to Active, to indicate that it is available again. Whenever any asset becomes available for use, the service provider must change the status to Active.

• If your foster homes are partially remodeled and some of the beds are not available during construction, the service provider can change the value in the Status field for those assets to Maintenance to reflect this change.

The value, Maintenance, is an example of a value that you might add to the options in this picklist. The options that are available depend on how you configure this list of values in the setup task "Modifying Lists of Values for Managing Public Sector Providers".

To manage inventory  

1. In Siebel Public Sector Provider Portal, navigate to the Assets screen, then the List view.

2. In the appropriate Asset record, in the Status field, select the value that you want.

Viewing Referral Orders (Service Provider)

The service provider can view all referral orders from the agency and can update the order status.

When the service provider has accepted a referral order, it has an agreement with the agency to provide the service requested in the referral order. The Orders list allows the service provider to view referral orders from the agency, including those it has already accepted and those it has not yet accepted. For more information about how referral orders are created and accepted or rejected, see "Process of Referring Benefits Cases to Service Providers".

To view referral orders  

1. In Siebel Public Sector Provider Portal, navigate to the Home page.

2. In the Orders list, drill down on an order number to view more details for that referral order.

Viewing Agreements (Service Provider)

A service provider can view all its agreements with the agency but cannot modify them.

To view agreements  

1. In Siebel Public Sector Provider Portal, navigate to the Agreements screen.

2. Drill down on an Agreement Name field to view more information about that agreement.

   The fields have the same value as the fields in the Agreements view used by the agency. For more information, see "Adding Agreements with Service Providers".

Viewing Cases (Service Provider)

The service provider can view all cases from the agency.

To view cases  

1. In Siebel Public Sector Provider Portal, navigate to the Partner Portal Cases screen.

2. Drill down on a Case Name field to view more information about that case.

Sharing Information About Cases with the Agency (Service Provider)

Agencies and services providers can share information about cases by adding activities, attachments, service requests, contacts, or notes to the case record.

To share information about a case with the agency  

1. In Siebel Public Sector Provider Portal, navigate to the Provider Portal Case List screen.

2. Drill down on the Case Name field of the case you want.

3. Display the Activities, Attachments, Service Requests, Attachments, Contacts, or Notes view.

4. To view information that the agency has shared, scroll through the existing records.

5. To share information with the agency, add a new record and complete the necessary fields.

Adding Activities to Cases

Service providers can use the Provider Case Activities view of the Provider Portal Case Detail screen to create the activities and assign each activity to a team member. The list of activities provides a history of the actions that you perform in connection with the case.

To add activities to cases  

1. In Siebel Public Sector Provider Portal, navigate to the Partner Portal Cases screen.

2. Drill down on the Case Name field of the case record you want.

3. Display the Partner Portal Case Activities view.

4. Create a new record, and complete the fields as appropriate.

   The following table describes some of the fields.

   Field	Description
   Type	Select the type of activity.
   Planned Start	Select the date and time that you plan to begin the activity.
   Description	Displays the description of the activity.
   Due	Enter a due date for the activity.
   Status	Displays the status of the activity.
   Priority	Select the priority of the activity.

   
   

5. (Optional) Select the check box in the Web Access field if you want the citizens with self-service access to the case to see the activity when they view details about the case on a self-service Web site for Siebel Public Sector E-Support.

6. Save the record.

Adding Attachments to Cases

Service providers can add more detail to a case record by attaching relevant documents and other external media using the Attachments view of the Provider Portal Case Detail screen. The attachment can be in any format, such as a word-processing document or a spreadsheet containing details of a case analysis. Attachments are useful in building an electronic case folder so that all interested parties can share information.

To add attachments to cases  

1. In Siebel Public Sector Provider Portal, navigate to the Partner Portal Cases screen.

2. Drill down on the Case Name field of the case you want.

3. Display the Attachments view.

4. In the Attachments field, click the single select button.

5. Specify a File name or New URL to associate a document or other media with the case record and click Add.

6. (Optional) Select the check box in the Web Access field if you want the citizens with self-service access to the case to see the attachment when they view details about the case on a self-service Web site for Siebel Public Sector E-Support.

Adding Service Requests to Cases

Use this view to initiate a request for action or service fulfillment for the incident. For more information about service requests, see Siebel Field Service Guide.

To add service requests to cases  

1. In Siebel Public Sector Provider Portal, navigate to the Provider Portal Case Detail screen.

2. Drill down on the Case Name field of the case you want.

3. Display the Service Requests view.

4. Click Add to add an existing Service Request or click New to create a new record and complete the fields as appropriate.

5. (Optional) Click Collaborate, if you have configured the Collaborate functionality.

Note: For more information about configuring the Collaborate functionality, see the Siebel Collaboration Guide.

Adding Notes to Cases

Users can also record an important note about a case and share the note with other agents, or they can designate a note as private so that only the user who created the note can view it.

To add notes to cases  

1. In Siebel Public Sector Provider Portal, navigate to the Provider Portal Case screen.

2. Drill down on the Case Name field of the case you want.

3. Display the Notes view.

4. Select the appropriate value from the Notes drop-down list.

   • Select Public Notes to share the note with team members.

   • Select Private Notes to not share the note.

5. Create a new record, and complete the fields as appropriate.

6. (Optional) Click Check Spelling to verify spelling in the note text.

Associating Contacts with Cases

You can add existing and new contacts to cases in the Provider Case Contacts View. Users can enter details about individuals to contact in relation to the case, such as police chiefs, sheriffs, public information agents, and emergency response team members. You can use contact information for notification and correspondence purposes.

To associate a contact with a case  

1. In Siebel Public Sector Provider Portal, navigate to the Provider Portal Case Detail screen.

2. Drill down on the Case Name field of the case you want.

3. Display the Contacts view.

4. Click Add to add an existing contact or click New to create a new Contact record and complete the fields as appropriate.

5. Select the check box in the Web Access field to give citizens with self-service access to view details about cases.

6. (Optional) Click Effective Date to capture historical values.

   For more information about setting up Effective Date functionality, see Siebel Public Sector Guide.

7. Click Save.