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 Intelligent Advisor.

  The Oracle Intelligent Advisor 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.