Siebel Public Sector Provider Portal

This chapter describes the features used to manage public sector service providers that are different from the features of Siebel Partner Relationship Management (PRM). It includes the following topics:

About Managing Public Sector Service Providers

Public agencies can use Siebel Public Sector and Siebel Public Sector Provider Portal to refer benefits cases to third-party service providers and to share information about these benefits cases with these service providers. For example, public agencies can use these applications to assign children in need of foster homes to service providers who provide foster homes.

Overview of Setup and Use

To use the product

The public agency sets up Siebel Public Sector and sets up service providers.
The public agency shares business information with service providers through the Web:
- The agency’s employees work with this information using Siebel Public Sector.
- Service provider employees view and work with this information using Siebel Public Sector Provider Portal, which they access through the Web.

Types of Information That Agencies and Service Providers Share

The important types of information that agencies and service providers share include:

Products. A product is a type of service that the service provider provides. For example, if the service provider is a foster home, its product might be Foster Care Standard Bed. When the agency sets up Siebel Public Sector to work with service providers, it defines the products that it wants from third-party service providers.
Contracted Products. The agency negotiates with the service provider to purchase products at a specific price. When the agency and the service provider have agreed a price for a product, it is called a contracted product. For example, if the agency contracts with a foster home to provide a Foster Care Standard Bed for $100 for each week, the bed is a contracted product.
Assets. The service provider is able to provide a specific number of any product, and each individual instance of the product is called an asset. For example, if a foster home provides the product, Foster Care Standard Bed, and it has a total of four beds, each of those four beds is an asset. The service provider maintains an inventory showing how many of these four beds are already taken and how many are available at any time.
Referral Orders. When an agency refers a client to a service provider, it creates a referral order, which is a formal request from the agency to use one of the service provider’s assets for a specific period. For example, if an agency refers a child to the foster home for one year, it creates a referral order for one Foster Care Standard Bed for one year.

Differences Between Siebel Public Sector and Siebel PRM

This chapter covers only the features of Siebel Public Sector used for managing service providers that are different from the features of Siebel PRM.

Differences that apply to the entire book are:

Terminology. The chapters about Siebel PRM in this book use the terms brand owner, partner, and customer. In Siebel Public Sector, these terms have the following meanings:
- Brand owner refers to the public agency.
- Partner refers to the service provider.
- Customer refers to the contact or citizen who receives social services.
Cross-references. This book often refers to Siebel Applications Administration Guide for more information. For Siebel Public Sector, in addition to this book, see Siebel Public Sector Guide.

Differences in Managing Service Providers and in the Siebel Public Sector Provider Portal

About Siebel PRM describes the PRM-specific screens of the Siebel Partner Manager and the screens of the Siebel Partner Portal used by Siebel PRM. There are a number of differences in the Siebel Public Sector screens used for managing service providers and in Siebel Public Sector Provider Portal.

Siebel Public Sector Screens for Managing Service Providers

In addition to the screens of Siebel PRM, Siebel Public Sector has the following new or modified screens and views used for managing service providers:

Service Providers screen. The Service Providers screen is similar to the Partners screen in Siebel PRM. Many of the views in this screen are used in the same way as the equivalent view of the Partners screen in Siebel PRM, so their use is not described in detail in this chapter. Some views are new or modified for Siebel Public Sector, and they are described in this chapter. The similar and modified views are:
- Providers Home. Similar to the Partners Home view in Siebel PRM.
- Service Provider List. Similar to the Partners List view in Siebel PRM, but with the following major changes:
  - The Sales Team field is renamed the Team field, and it is used in the same way to determine who has access to this Service Provider record.
  - The Price List field is used to choose the Price List for the providers services, as described in Specifying Price Lists for Service Providers.
- More Info. Similar to the More Info view in Siebel PRM.
- Activities. Similar to the Activities view in Siebel PRM.
- Activity Plans. Similar to the Activity Plans view in Siebel PRM.
- Addresses. Allows you to add multiple addresses for the service provider. For more information, see Adding Addresses for Service Providers.
- Agreements. Lists all agreements with the service provider. For more information, see Adding Agreements with Service Providers.
- Assets. Allows the agency to add the initial inventory of assets and to view the currently available assets at the service provider. For more information, see Adding the Initial Inventory for Service Providers.
- Attachment. Similar to the Attachments view in Siebel PRM.
- Logos. Similar to the Logos view in Siebel PRM.
- Notes. Similar to the Notes view in Siebel PRM.
- Orders. Lists all referral orders of a service provider. For more information, see Viewing and Updating Referral Orders.
- Profile. Allows agencies to view and manage the service provider profile. For more information, see Managing Service Provider Profiles.
Other screens. In addition to the views of the Service Providers screen, the following view of another screen is useful in dealing with service providers:
- Cases screen, Plans, Benefit Plans view. Used to create referral orders to refer benefits cases to service providers. For more information, see Creating Referral Orders for Benefits.

Siebel Public Sector Provider Portal

Siebel Public Sector Provider Portal has the following new or modified screens:

Home screen. Allows service providers to view referral orders that the agency has referred to them. For more information, see Accepting or Rejecting Referrals (Service Provider).
Agreements screen. Allows service providers to view agreements to provide products that the agency has with them. For more information, see Viewing Agreements (Service Provider).
Assets screen. Allows service providers to manage inventory. For more information, see Managing Inventory for Accepted Referral Orders (Service Provider) and Managing Inventory (Service Provider).
Cases screen. Allows the agency and service provider to share information about cases. For more information, see Sharing Information About Cases with the Agency (Service Provider).
Allows the agency to create referral orders for the benefits in a case. Creating Referral Orders for Benefits.
User Profile screen. Includes a Service Profile view that allows the service provider to manage its service profile, indicating the accommodations it provides. For more information, see Managing Service Provider Profiles (Service Provider).

Differences in Business Use Between Siebel PRM and Siebel Public Sector

Sharing Data with Partners discusses how to share transactional data and master data with your partners using Siebel PRM. Most of these methods of sharing data do not apply to the public sector.

Several chapters of this book describe possible scenarios that illustrate the ways the brand owner and partner company might work together using Siebel PRM, including:

The scenarios illustrate many possible uses of Siebel PRM. These scenarios generally do not apply to the public sector. The methods of sharing data and of working together that are most commonly used in the public sector are discussed in the following topics:

Scenario for Using Siebel Public Sector to Work with Service Providers

This topic gives one example of how Siebel Public Sector might be used to work with service providers. You might use Siebel Public Sector to work with service providers differently, depending on your business model.

At an agency, the benefits administrator uses Siebel Public Sector to define the benefits that the agency provides for children placed in foster homes. The benefits administrator’s supervisor reviews the benefit plan and approves it.

A home that provides beds for foster children applies for a license to qualify as a service provider for this agency. The agency reviews the application and licenses the service provider as an official provider.

After licensing the service provider, the agency gives the provider access to Siebel Public Sector Provider Portal. The provider uses Siebel Public Sector Provider Portal to add its profile, which includes the special services that it provides, its location, and its languages. One of its languages is Russian.

The provider also uses Siebel Public Sector Provider Portal to add its inventory. It currently has five beds available for foster children.

At the agency, a case worker uses the Siebel Public Sector home page first to see which benefits cases require his immediate attention. Today, he is scheduled to interview a child in relation to child abuse. The child speaks Russian. This benefits case might require placing the child in a foster home.

During the interview, the case worker adds more information about the child in the Cases screen of Siebel Public Sector. The case worker also uses the Cases screen to see the child’s benefit plan. Based on all available information, the case worker decides that the child must be placed in a foster home.

The case worker searches in the Service Provider screen, Profiles view to find foster homes that speak this child's language. The case worker chooses the newly added service provider as the foster home and places a referral order for a bed at this service provider.

The service provider logs in to Siebel Public Sector Provider Portal. After clicking the My Orders link on the home page, the service provider sees this new referral order to place a child. The service provider accepts the referral order.

After accepting this referral order, the service provider uses the portal to manage its inventory, indicating that only four beds are available.

Tasks for Setting Up Siebel Public Sector to Work with Service Providers

The tasks for setting up Siebel PRM in Process of Setting Up Siebel PRM generally apply to the public sector, but there are also the following added or modified tasks:

Integrating Siebel Public Sector Provider Portal with External Applications

For general information about integrating Siebel PRM with external applications, see Setting Up Application Services Interfaces for Siebel PRM

The following types of integration are specific to Siebel Public Sector Provider Portal.

Integrating with External Procurement Applications

Information is sent to an external procurement application when you submit a referral order to a service provider, as described in Submitting Referral Orders.

You must modify the SWISendOrder workflow to integrate with an external procurement application. For more information, see SWIPUBSendOrder Workflow.

To implement the functionality for submitting referral orders, administrators can integrate Siebel Public Sector with Oracle Application Integration Architecture. This integration facilitates the transfer of referral order data between Siebel Public Sector and Oracle Application Integration Architecture. To integrate Siebel Public Sector with Oracle Application Integration Architecture, use the Oracle Application Integration Architecture Foundation Pack. For more information, see the documentation set for the Oracle Application Integration Architecture Foundation Pack.

Oracle Application Integration Architecture is a set of products that enables you to set up and orchestrate cross-application business processes so that multiple applications can work together. After referral order data for a benefit is forwarded to Oracle Application Integration Architecture, Oracle Application Integration Architecture forwards the referral order data to a procurement application, and consequently the order is fulfilled. The procurement application returns fulfillment data, such as the status of the referral order, to Siebel Public Sector through Oracle Application Integration Architecture.

Integrating with Contract Management Systems

You can use the Agreements view of the Service Providers screen to add agreements with the service provider manually, as described in Adding Agreements with Service Providers. It is also possible to integrate Siebel Public Sector with third-party contract management systems using Web services. For more information, see Siebel CRM Web Services Reference.

Modifying Lists of Values for Managing Public Sector Providers

There are two sets of UI elements that you must add values to:

Multivalue groups
Picklists

Modifying Values in Multivalue Groups

You can add values to multivalue groups, which are displayed in the dialog boxes that service providers use to choose certain options, so all service providers choose from the same list of values. For example, add values displayed in the dialog box that service providers use to choose which religions they can accommodate, so that every service provider chooses from the same list of religions.

It is recommended that you enter the values that you want displayed in the following dialog boxes in the Service Providers screen, Profile view:

Languages
Food
Expertise
Religions

To add values to dialog boxes

Navigate to the Service Providers screen, then Profile view.
For each field, click the Multiple Select button to display the dialog box.
In the dialog box, add a new record to add new records, and complete the necessary fields.

Modifying Values in Picklists

You can change values in picklists that you use to choose certain options, to suit your business model. For example, change the values available in the Type field of the Agreement record, so that it lists the types of agreements that you have with your service providers.

It is recommended that you modify the values in the picklists in the fields shown in the following image. You might also need to modify the values in other picklists, depending on your business model.

Table Fields with Picklists Recommended to be Changed

Screen and View	Field	Type Code in List Of Values Administration
Agreements screen, Agreement List	Type	AGREEMENT_TYPE
Agreements screen, Agreement List	Status	SRV_AGREE_STATUS
Service Providers screen, Assets view	Status	IMPL_PHASE
Service Providers screen, Service Providers Form	Stage	PARTNERSHIP_STAGE
Service Providers screen, Service Providers Form	Status	ACCOUNT_STATUS

For more information about modifying picklists, see Siebel Applications Administration Guide.

To modify values in picklists

Navigate to the Data screen, then List of Values view.
In the List of Values list, in the Type field, query for the type code that you want listed in Modifying Lists of Values for Managing Public Sector Providers.
Add, modify, and delete records, so that there is one record with that type code for each option to be displayed in the picklist.
The Type field of the record must have the type code for the field, and the Display Value field of the record must have an option displayed in the picklist.
Click Clear Cache.

Creating Products for Public Sector Service Providers

You must use the Administration - Product screen to create products representing the resources that your service providers provide. Some examples of typical products are Foster Care Standard Bed, Lightweight Wheelchair, and Senior Home - One Bedroom. It is recommended that you create a standard set of products to be used by all of your service providers. For information about creating products, see Siebel Product Administration Guide.

When you create products, you can also create product types, which are categories of products used for your own record keeping. Some examples of typical product types used to work with service providers are Drug Counseling, Job Training, Wheelchair, Foster Care Bed, and House Cleaning Service.

Also, when you create products, you can create product classes and attributes, and then you can associate those attributes with a product class. For example, you can create a child care product class. Then you can create an age group attribute with values that could include infant, toddler, pre-school, and kindergarten. You can then associate the child care product with the age group attribute. For more information about creating product classes and attributes, see Siebel Product Administration Guide.

To make products visible to service providers, you must associate the products with a catalog and associate the catalog with the access group for the service provider. For more information about working with catalogs, see Siebel Order Management Guide.

Creating Price Lists for Public Sector Service Providers

Price lists are used differently for working with public sector providers than they are in Siebel PRM. You must associate each public sector provider with a price list to specify the prices that it charges for each service that it provides. For more information, see Specifying Price Lists for Service Providers.

You can create standard price lists in advance, with prices that you would expect to be used by many service providers. You can also create price lists based on prices that you negotiate with a specific service provider. Siebel Pricer calculates the prices for the products from each service provider, calculating how much the government pays to the service provider, and how much the citizen pays to the government, if anything.

For more information about creating price lists, see Creating Price Lists for Siebel PRM and Siebel Pricing Administration Guide.

Activating or Inactivating Navigation Links for the Service Provider Portal

Navigation links are displayed on the Home Page of the Service Provider Portal and allow service providers to access the most important screens of the portal. This procedure tells you how to display the links that are appropriate for the Service Provider Portal.

To activate and inactivate navigation links for the Service Provider Portal

Log into the Siebel Business application.
Navigate to the Administration - Application screen, then the Navigation Links view.
To inactivate navigation links that are not appropriate for service providers:
- Query for the navigation links Request Collaboration, My Opportunities, My Customer Service Request, and Request Funds.
- For each, set the Active flag to N, and save the record.
To activate navigation links that are appropriate for service providers:
1. Query for the navigation links Service Orders, Agreements, Cases, Manage Profile, and Assets.
2. For each, set the Active flag to Y, if it is not already Y, and save the record.
Log into the Service Provider Portal to confirm that only the links you have selected are displayed.

Process of Setting Up New Service Providers

To set up a new service provider

Adding New Service Providers to Siebel Public Sector. Add the service provider as a partner. This task is similar but not identical to adding new partners in Siebel PRM.
Adding Users of Siebel Public Sector Provider Portal (Service Provider). The agency generally adds just one service provider employee as a user of Siebel Public Sector Provider Portal. That employee has the position of delegated administrator and can define positions and add other users at the service provider company.
Adding the service provider profile. The service provider profile includes information such as the special expertise that the service provider has. It can be added either by the agency or by the service provider:
- Managing Service Provider Profiles
- Managing Service Provider Profiles (Service Provider)
Licensing the service provider to provide specific services. The licensing is done outside of Siebel Public Sector, and it can use the same methods that the agency has used traditionally to license service providers. The services must be one or more of the services you defined as a product. For more information, see Creating Products for Public Sector Service Providers.
Specifying Price Lists for Service Providers. Negotiate an agreement with the service provider to provide these services at specific prices. After you have negotiated pricing, create a new price list for the service provider if necessary, or associate the service provider with an existing price list.
Adding Agreements with Service Providers. Add information about the agreement you have negotiated into Siebel Public Sector.
Adding the Initial Inventory for Service Providers. Add the inventory showing how many of the services are available at the provider.

Adding New Service Providers to Siebel Public Sector

There are several ways of setting up new service providers:

It is most common for providers to apply to be partners using paper forms. In this case, add them as described in this topic.
If providers apply online to be partners, you can add them in the same way that you add partners in Siebel PRM, as described in Process of Enrolling a New Partner Company.

Note: If you add service providers using the same process as Siebel PRM, be sure the checkbox in the Service Provider field of the Partner record is selected before you register the partner.

You can also add service providers from an account. In this case, add them as described in this topic.
You can import data about the service provider from another application.

This task is a step in Process of Setting Up New Service Providers.

Adding Service Providers Who Apply Using Paper Forms

In Siebel PRM, individuals and companies typically apply online to become partners. When they register in the Siebel Partner Portal, they add information that is stored in a prospective partner record. When they are qualified as partners, the prospective partner record is converted to a partner record.

Public sector agencies usually receive applications from service providers on paper, not online. If the agency accepts the service provider as a partner, the agency adds the service provider to Siebel Public Sector.

After you recruit and accept applications from service providers in the same ways that you have in the past, using paper application forms, add new service providers using the following procedure.

To add new service providers

Navigate to the Service Providers screen, Service Provider List view.

Add a new record to the Service Provider list and complete the necessary fields. Some fields are described in the following table.

Field	Description
Name	Enter the name of the service provider.
Status	Select Active. Note: The status must be Active before you can place orders with the service provider.
Address	Enter the address of the service provider.
Price List	Select the price list for this service provider. For more information, see Creating Price Lists for Public Sector Service Providers.
Provider Id	Displays the row Id of the service provider, which is read-only.

Create an organization for the partner company:

Note: For background information about organizations and partner managers for partner companies, see Registering the Partner Company.

Navigate to the Administration - Partner screen, Qualified Partners view.
Query for the name of the service provider that you just created.
With the record selected, click Register.
In the Register Partner view, complete the necessary fields described in the following table, and then click Save.

Field	Description
Organization	Select this checkbox to make the partner company an organization.
Parent Organization	Select the parent organization of the partner organization.
Partner Manager	Select the partner manager at the public agency for this partner organization.

Continue the process of adding the partner company, as described in Process of Enrolling a New Partner Company, performing any needed steps in the process after the step for adding the partner company.

Note: In addition to adding the partner to Siebel Public Sector, as described in this topic, you must add at least one agreement to provide services with the partner before you can work with a partner. For more information, see Adding Agreements with Service Providers.

Adding Service Providers from Accounts

Follow the steps in this procedure to add service providers from accounts.

To add service providers from Accounts

Convert a Customer Account to a Service Provider by doing the following:
1. Navigate to the Accounts screen.
2. In the Accounts list, select the customer account that you want to convert to a partner.
3. Display the More Info view.
4. In the Account Administration Details section, select the Service Provider option.
Create a new service provider. For more information on creating a service provider, see Adding New Service Providers to Siebel Public Sector.
Register the new service provider, by doing the following:

Note: For background information about organizations and partner managers for partner companies, see Registering the Partner Company.
1. Navigate to the Administration - Partner screen, Qualified Partners view
2. Query for the name of the service provider that you just created.
3. With the record selected, click Register.
4. In the Register Partner view, select the Organization option, and then click Save.
Register for a User Id. For more information on registering for a User Id, see Registering for a User ID (Partner Employee).
Create a new user for your service provider. For more information about adding users, see Delegated User Administration for Partners.
Navigate to the Administration - Partners screen and find the provider record that you just registered and create a new primary position. For information on creating a new primary position, see Delegated User Administration for Partners.
Add the Partner Sales Rep and the Partner Service Manage responsibilities to the new primary position and associate them with the new user. For more information on defining responsibilities, see Defining Partner Responsibilities.

Adding Users of Siebel Public Sector Provider Portal (Service Provider)

When approved, a provider can set up positions and set up its employees as users who can access Siebel Public Sector Provider Portal.

This task is a step in Process of Setting Up New Service Providers.

For more information about how the provider sets up positions and users, see Delegated Administration for Partners.

Managing Service Provider Profiles

The service provider profile view for Siebel Public Sector is significantly different from the partner profile view for Siebel PRM, because it includes information that is specific to the public sector, such as languages and religions. The profile information allows you to refer benefits cases to the service provider with the appropriate language, religion, or other accommodations for each benefits case.

This task is a step in Process of Setting Up New Service Providers.

The agency can add, update or view the profile in Siebel Public Sector, as described in this procedure. Alternatively, the service provider can update or view the profile in Siebel Public Sector Provider Portal. For more information, see Managing Service Provider Profiles (Service Provider).

To add the service provider profile

Navigate to the Service Providers screen, then the Service Provider List view.
Drill down on the name of the service provider that you want.
Display the Profile view.
In the Profile form, complete the necessary fields. Some fields are described in the following table.

Field	Description
Languages	Select the languages spoken at this service provider.
Wheel Chair Access	Select this check box if the facilities of the service provider are wheelchair accessible.
Food	Select special types of food that the service provider offers, such as hallal food or vegetarian food.
Expertise	Select the types of services that this provider has expertise in.
Religions	Select the religions accommodated at this service provider.
Date Established	Enter the date when this service provider business was established.
# of Locations	Displays the number of locations for this service providers. This calculated field is based on the number of addresses for this service provider that have been added in the Service Providers screen, Addresses view.

Managing Service Provider Profiles (Service Provider)

You use the information in the service provider profile to refer the appropriate benefits cases to the service provider. The service provider can add, update, or view the profile in Siebel Public Sector Provider Portal, as described in this procedure. Alternatively, the agency can add, update, or view the profile in Siebel Public Sector. For more information, see Managing Service Provider Profiles.

This task is a step in Process of Setting Up New Service Providers.

To add the service provider profile

In Siebel Public Sector Provider Portal, navigate to the Profile screen, Service Profile view.
In the Service Profile form, complete the necessary fields.
These fields are the same as the fields in the Profile view used by the agency. For more information, see Managing Service Provider Profiles.
Click Save.

Specifying Price Lists for Service Providers

After you have licensed the service provider to provide specific services, you negotiate agreements with the service provider determining the prices that it receives for these services. Then you associate the service provider with a new or existing price list that specifies these prices. For information about creating price lists, see Creating Price Lists for Public Sector Service Providers.

This task is a step in Process of Setting Up New Service Providers.

To specify the price list for a service provider

Navigate to the Service Providers screen, then the Service Providers List view.
In the record for the service provider that you want, in the Price List field, choose the appropriate price list.

Adding Agreements with Service Providers

After negotiating agreements with the service provider, you also add data about the agreement in Siebel Public Sector.

This task is a step in Process of Setting Up New Service Providers.

You must negotiate at least one agreement to set up a new service provider. Later, you can also negotiate, and add additional agreements with existing service providers. When you add an agreement with a service provider, you also add a list of products that the agreement covers and an initial inventory of the number of each of those products that the service provider has available. The agreements and inventory of assets covered by each agreement are also visible to the service provider in the Asset screen of Siebel Public Sector Provider Portal.

Note: Rather than adding agreements in this way, you can integrate Siebel Public Sector with a third-party contract management system. For more information, see Integrating Siebel Public Sector Provider Portal with External Applications.

To add agreements with a service provider

Navigate to the Service Providers screen.
Drill down on the name of the service provider that you want.
Display the Agreements view.

In the Agreements list, create a new record and complete the necessary fields, as described in the following table.

Field	Description
Agreement #	Displays the agreement number, a read-only value generated by Siebel Public Sector.
Type	Select the type of the agreement. For information about customizing the values in this field, see Modifying Lists of Values for Managing Public Sector Providers.
Status	By default, the status is Current when you create the record. Select Active when the negotiations are complete and the agreement is operative. You can select Cancelled at some later time to cancel the agreement.
Address	Select the address where this service is provided. Only addresses defined for this service provider can be selected.
Start	Enter the date when the agreement takes effect.
End	Enter the date when the agreement expires. If no date is entered, the agreement lasts indefinitely.

In the Line Items list, create a new record for each product covered by this agreement, and complete the necessary fields. Some fields are described in the following table.

Field	Description
Product	Select the product. The list includes products that you defined, as described in Creating Products for Public Sector Service Providers .

Adding the Initial Inventory for Service Providers

When you add the agreement to provide products, you can also add the service provider’s inventory of each of those products. Each item in the inventory is an asset. For example, you have just negotiated an agreement for the service provider to provide foster care beds, and the service provider has four beds available. In this example, the product is Foster Care Bed, and the inventory includes four assets, each representing one bed.

Because service providers provide the product, they manage the inventory of the product, see Managing Inventory for Accepted Referral Orders (Service Provider), so you always know whether they have unused assets available for this product. The agency can enter the initial inventory at the same time that it enters the agreement.

You can also use the following procedure to manage inventory later. For example, if a foster home adds new beds, you must add asset records for each new bed.

Note: The Create Asset button is only enabled for the latest agreement revision with the status of Active or Current. For example, if an agreement has revision 1 and revision 2, you can only create assets for revision 2.

This task is a step in Process of Setting Up New Service Providers.

To add the initial inventory

After adding the agreement and products, select the product record that you want, and click Create Asset.
The Assets list appears with a new asset based on that product. The Product, Agreement #, and Agreement Item Id fields of the Asset record have the values for that product.
If necessary, select the attribute values for the asset.
The attributes and the values that you can select for depend on the definition of the product. For example, if the product is child care, your product administrator might have defined the product so one attribute is Age Group, and the possible values of this attribute are Infant, Toddler, Pre-school, and Kindergarten.

If necessary, you can add additional assets directly in the Assets list:

Create a new record for each asset, and complete the necessary fields, as described in the following table.

Field	Description
Asset #	Displays the asset number.
Type	When you select a product in the Product field, this field displays the product type that was defined for that product. For more information, see Creating Products for Public Sector Service Providers.
Status	Select Active to show that the asset is available.
Agreement #	Select the agreement that this product is provided under. The dialog box includes only the latest revision of agreements with the status of Active or Current.
Agreement Item Id	Select the agreement Id for this product in this agreement. If you select the product first, only the Id of this product is available in the dialog box. Once the Agreement Item Id is selected, the Product field becomes read-only. If you select Agreement # and then Agreement Item Id before selecting a product, then the Product field will be automatically populated with the same product that was selected under the Agreement Item Id field and the Product field will be read-only
Product	Select the product that this asset is an instance of.

If this product has attributes, add records to the Attributes list and select the attributes and a value for each.

For more information about product attributes, see Siebel Product Administration Guide.

Process of Referring Benefits Cases to Service Providers

This process assumes that the agency has already completed the following:

Created the benefits case. The case record must have Benefit in the Category field and must have at least one contact.
Approved the benefits case for eligibility.
Created the benefit plan.

For more information about these tasks, see Siebel Public Sector Guide.

To refer a benefits case to a service provider, perform the following tasks:

Creating Referral Orders for Benefits

After deciding which service provider you want to use, you can place a referral order with that service provider that is based on one benefit that has been determined for the benefits case.

This task is a step in Process of Referring Benefits Cases to Service Providers.

The status of the benefits case must be Active to create a referral order. You can create only one referral order for each benefit. If necessary, you can cancel it, and then create a new referral order.

If a benefit does not have a value of Product or Service in the Type field and does not have any value in the Product field and the Service Provider field, you cannot create a referral order for the benefit, and the Create Order button is disabled.

When you create a referral order for a benefit, Siebel Public Sector:

Populates the Order number (#) field for the benefit.
Adds the created referral order to the Orders view in the Plans view of the Cases screen, to the Orders view of the Service Providers screen, and to the List view of the Service Orders screen.

You can click the Cancel Order button (or change the Status field for the referral order to Cancelled) to cancel the referral order and clear the Order number (#) field. Also, the Benefit and Benefit Id fields under the Service Order will be cleared when you click the Cancel Order button. Cancelling a referral order does not delete it. If you want to delete a referral order, you must delete it from an Orders view or the Service Orders screen. For more information about creating referral orders, see Siebel Order Management Guide.

To create a referral order for a benefit

Navigate to the Cases screen, then the Case List view.
Drill down on the Case Name field for the benefits case that you want.
Display the Plans view.
In the Benefit Plans list, select the benefit plan for which you want to create the referral order.
In the Benefits list, select the benefit in this plan for which you want to create the referral order.

In the selected benefit, complete the necessary fields, as described in the following table.

Field	Description
Benefit Name	The name must be entered for you to create an order.
Product	The product provided by this benefit must be entered for you to create an order.
Type	Select Service or Product. You must use one of these two types to create an order.
Provider	Select the provider for this referral order. Click the Single Select button to display the Benefit Provider dialog box. If necessary, click the Query button in this dialog box to display a query form that lets you find providers with the required combination of attributes, such as Postal Code, Expertise, Language, Religions, Food, and Wheelchair Access.

If necessary, click Cancel Order to cancel an existing referral order before creating a new referral order.
If there is already an open order, the Create Order button is disabled and the Cancel Order button is enabled. After you click Cancel Order, the Create Order button is enabled.
Click Create Order.

Note: The status of the provider must be Active at the time you click Create Order.
The Line Items view for the referral order appears in the Service Orders screen, the Type field is populated with a value of Referral Order, and other fields in the referral order are populated with values from the benefits case. A line item is added for the product specified in the Benefits list. The contact, product and provider in the Benefit record and the contact in the Order become read only; these fields become editable if the order is cancelled.
If necessary, add to or change information in the referral order.

Note: Attribute values that you change in the referral order are not changed on the benefits case.

Submitting Referral Orders

This task is a step in Process of Referring Benefits Cases to Service Providers.

After an agent creates a referral order for a benefit or a benefits case, the agent can submit referral order data to a procurement application and consequently fulfill the referral order. The procurement application returns fulfillment data, such as the status of the referral order, to Siebel Public Sector.

Note: To implement the functionality for submitting referral orders, administrators must integrate Siebel Public Sector with a procurement application. This integration allows the transfer of referral order data between Siebel Public Sector and the procurement application. For more information about integrating Siebel Public Sector Provider Portal with other applications, see Integrating Siebel Public Sector Provider Portal with External Applications.

To submit a referral order

Navigate to the Service Orders screen, then the Order Entry List view.
Drill down on the Order number (#) field for the referral order that you want to submit.
In the order form, click Submit.
The Status field for the referral order changes from Pending to Submitted-Pending.

Accepting or Rejecting Referrals (Service Provider)

The referral order appears in the list of service orders linked from this provider’s home page in Siebel Public Sector Provider Portal. The service provider can use Siebel Public Sector Provider Portal to accept the referral order, put the referral order on its waiting list, or reject the referral order.

If the referral order is put on a waiting list, the service provider can come back to the referral order later to accept or reject the referral order. For example, it can accept the referral order after the resource becomes available. However, the agency might assign the referral order to another service provider in the interim, and then this service provider would no longer have the opportunity to accept it.

This task is a step in Process of Referring Benefits Cases to Service Providers.

To accept the order, put the order on a waiting list, or reject the order

Log in to Siebel Public Sector Provider Portal.
On the home page, click the My Orders link.
Drill down on the Order number (#) field of the new service order.
The order form appears.
In the Status field, select Accepted, Rejected, or Waitlisted.

Managing Inventory for Accepted Referral Orders (Service Provider)

If the service provider has accepted the referral order, then it must also manage its inventory to indicate that this resource is no longer available. For example, if it has accepted a new foster child, it must manage its inventory to indicate that the asset representing this foster-child bed has been taken.

This task is a step in Process of Referring Benefits Cases to Service Providers.

The agency adds items to the inventory list when the service provider agrees to provide this product to the agency. For more information, see Adding Agreements with Service Providers. In Siebel Public Sector Provider Portal, the service provider indicates the availability of assets by changing the value in the Status field.

To manage inventory

In Siebel Public Sector Provider Portal, navigate to the Assets screen, then the List view.
In the appropriate Asset record, in the Operating Status field, select the value used to indicate that the asset is being used and is not available.
This value depends on how the values in the picklist were configured in the setup task Modifying Lists of Values for Managing Public Sector Providers.

Checking the Status of Referrals

After the service provider has had time to respond to the referral order, the case worker checks the referral order to see whether the service provider has accepted it. The initial status of the order is Submitted-Pending. The service provider acts on the order by changing the status to Accepted, Rejected, or Waitlisted.

If the service provider has rejected the referral order, the case worker refers it to another service provider. If the service provider has put the referral order on a waiting list, the case worker can either refer it to another service provider, or wait to see whether the service provider accepts the referral order.

This task is a step in Process of Referring Benefits Cases to Service Providers.

To check the status of the referral

Navigate to the Service Providers screen.
Drill down on the name of the service provider that you want.
Display the Orders view.
Look at the Status field of the referral order.
If necessary, cancel the referral order, and create a new referral order.
See Creating Referral Orders for Benefits. You must select Cancelled in the Status field for the old order before you create the new order.

Agency Tasks

The agency can use Siebel Public Sector to perform many of the same tasks that the brand owner performs using Siebel PRM. For more information, see Differences Between Siebel Public Sector and Siebel PRM.

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

Adding Addresses for Service Providers

If a service provider has multiple addresses, you add the addresses using the following procedure.

To add addresses for a service provider

Navigate to the Service Providers screen.
Drill down on the name of the service provider that you want.
Display the Addresses View.
In the Addresses list, add new records, and complete the necessary fields.

Viewing and Updating Referral Orders

A user at the agency can view all referral orders for a given provider and update the order status. Referral orders used for working with service providers in Siebel Public Sector are similar to standard service orders in Siebel Business Applications. They have additional features that are specific to the public sector. For general information about orders in Siebel Business Applications, see Siebel Order Management Guide.

Note: Referral orders are not created in the view described in this topic. For information about how referral orders are created, see Creating Referral Orders for Benefits.

To view or update referral orders

Navigate to the Service Providers screen.
Drill down on the name of the service provider that you want.
Display the Orders view.
In the Order record, update the Status field if the status of the referral order has changed.
In the Order record list, drill down on the Order number (#) field for the referral order that you want to view its line items.

Sharing Information About Cases with the Service Provider

You can share information about cases across multiple organizations. Service providers can access all cases assigned to their organization in the Public Sector PRM Portal.

The agency and service provider can share additional information about cases by adding activities, attachments, service requests, or notes to the case record.

To share information about a case with the service provider

Navigate to the Cases screen.
Drill down on the Case Name field of the case you want.
Display the Activities, Attachments, Service Requests, Contacts, or Notes view.
To view information that the service provider has shared, scroll through the existing records.
To share information with the service provider, add a new record and complete the necessary fields.

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)

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

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

In Siebel Public Sector Provider Portal, in the Home page, click the My Orders link.
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

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

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

In Siebel Public Sector Provider Portal, navigate to the Cases screen.
Drill down on the Case Name field of the case you want.
Display the Activities, Attachments, Service Requests, Contacts, or Notes view.
To view information that the agency has shared, scroll through the existing records.
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

In Siebel Public Sector Provider Portal, navigate to the Cases screen.
Drill down on the Case Name field of the case record you want.
Navigate to the Activities view.

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.

(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.
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

In Siebel Public Sector Provider Portal, navigate to the Cases screen.
Drill down on the Case Name field of the case you want.
Navigate to the Attachments view.
In the Attachment Name field, click single select button.
Specify a File name or New URL to associate a document or other media with the case record and add a record.
(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

In Siebel Public Sector Provider Portal, navigate to the Cases screen.
Drill down on the Case Name field of the case you want.
Navigate to the Service Requests view.
Add a record to add an existing Service Request or add a new record and complete the fields as appropriate.
(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

In Siebel Public Sector Provider Portal, navigate to the Cases screen.
Drill down on the Case Name field of the case you want.
Navigate to the Notes view.
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.
Create a new record, and complete the fields as appropriate.
(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

In Siebel Public Sector Provider Portal, navigate to the Cases screen.
Drill down on the Case Name field of the case you want.
Navigate to the Contacts view.
Add a record to add an existing contact or add a new record to create a new Contact record and complete the fields as appropriate.
Select the check box in the Web Access field to give citizens with self-service access to view details about cases.
(Optional) If you have set up Effective Date functionality, click Effective Date to capture historical values.
For more information about setting up Effective Date functionality, see Siebel Public Sector Guide.
Click Save.

Workflow Reference for Siebel Public Sector Provider Portal

Siebel Public Sector uses the following workflows for managing public sector service providers:

PUB Create Order Workflow

This workflow creates a referral order for a benefit. A user starts this workflow by clicking the Create Order button for a benefit in the Benefit Plans view.

The image below shows this workflow.

Workflow Description. This workflow performs the following actions:

Create Service Order. This step creates a service order based on the data in the Benefit Line Item records. It uses the data map, PUB BenefitsToServiceOrder, to map the benefit line item to the order.
Goto Order. This step displays the Order Entry - Line Items XA view.

Associated Business Service Methods. The following table describes the workflow steps in this workflow that call a business service method.

Workflow Step	Method Called	In Business Service
Create Service Order	DataTransfer	FINS Data Transfer Utilities
Goto Order	GotoView	PUB Workflow Service

SWIPUBSendOrder Workflow

This workflow submits referral order data from Siebel Public Sector to a procurement application. This workflow is used to query the order record and send it to an external procurement application. The procurement application returns fulfillment data, such as the status of the referral order, to Siebel Public Sector. A user starts this workflow by clicking the Submit Order button in the order form in the Line Items view in the List view of the Service Orders screen.

The following image shows this workflow.

Workflow Description. This workflow performs the following actions:

Query Service Order. This step queries the Service Order record in the Siebel database based on the Row Id.
Has Order. If the Order Id is not null, this step executes the Get Parameters step. Otherwise, it executes the End step.
Get Parameters. This step gets the attributes that are necessary from the Siebel database to send along with the service order. The attributes are: Enterprise name, Message Id, Locale, and Language.
Set Parameters. This step sets the attributes found in the previous step as parameters to a Siebel Message.
Send to AIA. Administrators must replace this placeholder step with a step that implements the integration that they set up.

Note: Administrators can set up the integration in Oracle Application Integration Architecture or use some other type of integration. In either case, they must change this placeholder step to implement the integration that they use.
Update Status. This step changes the status of the service order to Submitted-Pending.
Refresh Record. This step refreshes the record so the change appears in the user interface.

Associated Business Service Methods. The following table describes the workflow steps, in this workflow, which call a business service method.

Workflow Step	Method Called	In Business Service
Query Service Order	QueryById	SWI Order Update
Get Parameters	GetEnterpriseParameters	CMU External Integration Service
Set Parameters	SetAttributesToMessage	CMU External Integration Service
Refresh Record	RefreshCurrentApplet	FINS Teller UI Navigation

PUB Create Asset From Agreement Item Workflow

This workflow creates an asset from an agreement item.

The image below shows this workflow.

Workflow Description. This workflow performs the following actions:

Create Asset. This step creates a new asset for the product that is associated with the agreement record.
Update Asset. This step associates the new asset with the agreement item that it was generated from.
This step navigates to the PUB Service Provider Assets view.

Associated Business Service Methods. The following table describes the workflow steps in this workflow that call a business service method.

Workflow Step	Method Called	In Business Service
Go To Provider Asset View	GotoView	PUB Workflow Service
Create Asset	Insert	None
Update Asset	Update	None