Dinesh WP -Collaborate 2010

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
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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
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•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
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– 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
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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
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Departments for Efficient Citizen
Relationship Management
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16. Siebel Public Sector CRM
Siebel Public Sector CRM

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
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• 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
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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
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