Collaborate 2010 Dinesh Wp Oracle Siebel Public Sector Crm White Paper V3
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This document discusses empowering government departments with Siebel public sector CRM. It provides an overview of Siebel's capabilities for public sector CRM including citizen relationship management, economic development programs, case management, and citizen self-service. The presentation aims to provide insight into how Siebel can help manage effective customer interactions through modules like case management, business rules automation, and its ability to integrate with other systems like Oracle ERP. Key benefits highlighted include improved citizen satisfaction, ensuring compliance, and reducing the cost of service delivery.
Collaborate 2010 Dinesh Wp Oracle Siebel Public Sector Crm White Paper V3
- 1. Empowering Government Departments with Siebel E i G tD t t ith Si b l Public Sector CRM Dinesh Chandrasekar Practice Head CRM & MDM CoE Sierra Atlantic Software Services Inc Copyright © Sierra Atlantic, Inc. Material contained within this document is confidential and may not be reproduced without prior written consent. 1
- 2. Sierra Atlantic Corporate Profile p f Europe 200 Employees North America 300 Employees World class global delivery model for IT services g y f Asia‐Pacific Deep focus in enterprise applications, business process integration and outsourced 1600 Employees product development since inception 2100+ employees worldwide Over 200 active customers across 20 countries Superior process maturity: SEI CMMi Level 3, ISO 9001, ISO 27001 & SAS70 Recent Industry recognitions 75 Most Admired Company in the Bay Area Development Centers 25 ‘Great Places to Work’ – India Top 10 IT Services Company South China Offices The Best Software Outsourcing Service Company in China 2009 Silicon India 100 Companies & Top 10 US based SI Confidential | Copyright © Sierra Atlantic 2
- 3. Abstract • CRM strategies and CRM software have become a powerful combination in helping public sector and government agencies meet their organizational missions. bli d i h i i i l i i • Public sector CRM comes in many forms and may include Citizen Relationship Management, economic development, outreach programs, trade promotion, case management, help desk, call center and citizens self service to name only a few. • The purpose of CRM varies by governmental agency or entity; however, there is always a common focus on the customer relationship ‐ whether your customer is an internal civil servant, a citizen or anybody else. • Siebel Public Sector CRM provides end to end solution to manage effective citizen relationship management services. • This presentation will provide an insight about managing effective customer interactions using case management, Haley business Rules automation and other modules of public sector crm
- 4. What Does CRM mean for Public Sector? Wh D CRM f P bli S ? A wide definition of “Customer” Service Dynamics Customer Efficiency •In the public sector, the term •From a customer perspective, the •CRM focuses on supporting “customer” covers a diverse public sector is primarily focused on efficiency objectives and is often community of stakeholders, ranging providing open and easy access to referred to as an enabler of the from individual citizen to local services coupled with effective greater objectives businesses. delivery of the required services. •The operation challenges are to •Customer are also 3rdParties such as •The diversity of the customer deliver better services at a lower police, health trusts and agencies community demands a range of cost. sharing information or providing access points and channels across •The application of CRM principles services i face t f f to face, t l h telephone, web and within public sector organization can b d •Managing these varied need and post. The challenge here is to provide pose a challenge for those charged relationship is a unique feature of consistent service regardless of the with delivering the CRM vision. It public sector organizations channel used. might seem like an impossible task; to transform customer service into an efficient process with consistent performance. However, it is important to remember that CRM is an ongoing journey to more customer focused ways of working and not an “ off the shelf” technology application
- 5. Organizational Goals in Public Sector Enterprises Organizational Goals in Public Sector Enterprises • Improve Citizen Satisfaction – Citizen Choice – Social Inclusion –IIncrease Service Quality S i Q lit • Ensure Compliance – Same result at any point of service Same result at any point of service – Consistent Process Applied to All Cases – Responsive to Frequent Changes • Reduce Cost of Service Delivery – Reduce Manual Work, Re‐Work, Extended Delays – Understand Costs and Delays at Each Step to Refine Delivery Understand Costs and Delays at Each Step to Refine Delivery – Target Services More Accurately
- 7. The advantages of Oracle & Siebel Public Sector solution g – Collaboration with Siebel base CRM modules – Analytics and MDM management to deliver full‐fledged CRM proposition in addition to public sector specific functionalities – Siebel also leverages the integration through Fusion middleware to seamlessly integrate with Oracle ERP and other Packaged ERP application suites. Oracle ERP and other Packaged ERP application suites.
- 8. Superior User Experience with Siebel CRM 8.x Application Enhancements
- 9. Empower Users ‐ Task‐Based User Interface Empower Users ‐ Task‐Based User Interface Simplifying Complex Tasks • Business processes on the Business processes on the desktop – 100% standardization – 100% data consistency – 100% efficiency • Faster to Learn – Every user becomes an Applets show Applets show Radio buttons expert enable only needed – Minimize impact from Task Pane decisions info process change shows steps to users – Reduce effects of staff attrition or turnover ii • Easier to Measure and Users are Improve guided – Track steps in pre‐built Track steps in pre built automatically tables – Enable changes by business users, not IT
- 10. World Class Search World Class Search • Siebel 8.x introduces improvements to both Siebel Search and Query are introduced to increase access to structured and unstructured data. – Enhanced “Google‐like” Search – SOA‐based integration with FAST and g Oracle SES engines – SOA infrastructure allows other search engines to be “plugged in” as necessary – Visibility rules applied to search criteria so users only see results that they are entitled to see • Case/accent‐insensitive Queries – Enter query without case sensitivity (John Smith, john smith, John smith) to improve usability and adoption i bilit d d ti
- 11. World Class Search World Class Search • Architecture Enhancements – Supports plug and play architecture across different search engines • Improved User Interface – Results displayed as per the popular web search engine interface instead of the list of records in Siebel 7.x – Keyword highlighting in the results – Ability to configure the layout of the results results – Ability to sort and drill down on the results
- 12. Mi Microsoft Desktop Integration f D k I i • Microsoft Outlook (E‐mail) – Associate e‐mails with CRM entities – Customization framework available for additional CRM objects – Available for both mobile and connected users • Microsoft Word and Microsoft Excel – Create and populate spreadsheets or documents using data directly from the Siebel Sales Enterprise the Siebel Sales Enterprise – Extended Siebel data into pivot tables and charts – Siebel toolbar plug‐in Invoke built‐in data refresh capabilities without having to manually perform exports and imports • Microsoft Share Point (Collaboration) – Better team site support – Support for Windows Share point Services
- 13. Marketing Resource Management M k ti R M t • New strategic marketing initiatives – Improve alignment between individual teams Improve alignment between individual teams and the corporate priorities – Increase return on marketing investments (ROMI) by ensuring that marketing activities (ROMI) by ensuring that marketing activities are focused on top priorities • Enhanced budgeting and financial management – Improve performance of marketing funds and better manage purchase orders – Improve control, visibility and accounting of marketing spending • New marketing collateral and asset inventory management – Improve tracking and cost management of marketing assets
- 14. Effective Field Service Effective Field Service • Field Service Execution Task – Guides engineers through g g inventory management, service delivery, and billing – Tightly coupled UI, loosely coupled architecture architecture • Enabling New Revenue Models – Asset Mgt Task for Managed Services – Allows customers to service third‐ party assets • SOA Enablement – Self‐Service Support – Asset and Warranty Registration – Entitlement Checks – Inventory transactions simplify connections to legacy systems
- 15. Siebel Public Sector CRM Empowering Government p g Departments for Efficient Citizen Relationship Management p g
- 17. Siebel Public Sector Case Management • Case Management is a structured process used by agencies to serve citizens. Case Management is often a collaborative process between case manager, the concerned citizen, service providers and other agency employees • The citizen’s needs have to be clearly identified before the citizen’s case can be managed. Planning desired outcomes is the key to successful case management processes. – For example, when a homeless citizen’s case is handled by an agency, the desired outcome of the case might be to find a home for the citizen, and to ensure that the citizen does not slip back into homelessness once served. This desired outcomes) drive the for the citizen and to ensure that the citizen does not slip back into homelessness once served This desired outcomes) drive the case planning process and service delivery. • In order to achieve operational efficiencies, the agency has to effectively coordinate its resources and monitor available resources. Case management systems strive to achieve this objective. • Implementing and tracking case plans and activities associated with the case plan are essential to driving the case towards desired outcomes. The case plan guides the key activities that will be executed in managing the case. Tracking the progress of activities within a plan and redirecting activities to ensure accomplishment of plans is essential.
- 18. Siebel Public Sector Case Management Siebel Public Sector Case Management The following scenario covers the process for creating a request for a service. • The process can be used during a phone conversation, face‐to‐face, or to enter the details of a request received by any other means • The scenario starts by assuming that the citizen has called in to report a issue of waste collection and a field service engineer needs to be dispatched to collect the same g p • The agent utilizes the Task UI feature in Siebel Public Sector 8.0 to ensure the process is followed and right data is captured and activities generated and effective routing happens.
- 19. • Integrated Evidence Tracking Integrated Evidence Tracking – Easily track and manage all forms of evidence – Captures complete information related to the evidence – Reduces time and cost of investigations by connecting information • Evidence Numbering – Tie evidence to case‐based investigation with coordinated numbering • Asset Integration – Use Asset Management features to consolidate asset tracking t lid t t t ki across the organization – Add investigative information to asset data – Ensure Asset Management systems are not impacted by investigative activities
- 20. Siebel eService Portal for Citizen Empowerment Si b l S i P l f Ci i E • Siebel eService for Public sector is the portal application available to customers and citizens. and citizens • It is pre‐integrated with Siebel public sector base application • The look and feel can be customised and can also be integrated with an existing organization portal like for posting service requests or checking status or sending in organization portal like for posting service requests or checking status or sending in file attachments. • Supports integration with Adobe eForms • The scenario is that of the citizen logging in to provide additional documents gg g p for their previously created request for benefits
- 21. Haley Business Rules Authoring and Integration Haley Business Rules Authoring and Integration •Natural Language • Easily understood by business user • Can be authored by business user •Declarative • Metadata based means that the rules are easy to change and easy to update • Replaces traditional script with efficient rules making the business logic easy to upgrade Replaces traditional script with efficient rules making the business logic easy to upgrade
- 22. Siebel Case Management Analytics Siebel Case Management Analytics Case Management Analytics: Base Application Foundational functionality to track the progress of social services and investigative cases; keep inventory of applicants, suspects and cases by type and stage; monitor employee and office case loads Case Investigations Analytics Track external incidents and investigative leads as part of the overall Track external incidents and investigative leads as part of the overall case management process Benefits Management Analytics B fit M t A l ti Track the types of clients being served, and the types and amounts of benefits and services being delivered
- 23. Case Analytics : KPIs Case Analytics : KPIs Sample Case Management Metrics Case Work Center Activity / SR Case C Case / I id t C Incidents Activities • Loads • # of Cases / # of Incidents • # of Cases with Activities • Durations • # of Case/Incidents untouched for 15 • Days Activity Open • Counts days • Activity Creation Rate • Open and Close Rates Activity / SRs SRS Case Stage • # of Activities / SRs • # of SRs with Activities • Durations • # of Overdue Activities • % of SR with Overdue Activities • Duration Index • # of Critical Activities / SRs • Avg # of Activities per SR Sample Case Investigation Metrics Sample Benefits Management Metrics Lead / Incidents Benefits / Incidents • Incident Load per Worker • Avg Incident Duration • Payments • Lead Open / Close Rate • Target Incident Duration • Average Payments • # of Currently Active Leads / Incidents • Incident Load • # of Customers • Lead / Incident Duration • # of Orders Sample Pre-Built Dashboards Organizational Efficiency Workloads and Backlogs Performance Scorecard Targeting and Delivery • Case • Loads • My Cases • Delivery Overview • L d Lead • P i i Priority • M Activities and SRs My A i i i d SR • P Populations Served l ti S d • Incident • Overdue • My Incident and Leads • Customer Demographics • Activities • Queue • My Team Cases • Case Outcomes • SRs • My Team Activities / SRs
- 24. 360 Degree Citizen View & Integrated Service Delivery 360 D Citi Vi & I t t d S i D li Oracle Data Hubs facilitates the 360 degree view of the Citizen and Services provided /consumed by the citizen. Siebel Customer Hub Public Sector Vertical solution acts as the citizen hub and integrates to other data hubs in providing a comprehensive and integrated citizen hub and integrates to other data hubs in providing a comprehensive and integrated Citizen
- 25. Open Forum 25