IMSERSO Uses Integrated CRM System to Streamline Case Management of Elderly and Disabled Citizens
 
 

IMSERSO Uses Integrated CRM System to Streamline Case Management of Elderly and Disabled Citizens

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The Institute for Social Services for Elderly and Dependent (IMSERSO) is a public agency within the Spanish Ministry of Health, Social Policy, and Equality. It manages ancillary services related to the benefits provided by the Social Security System, as established by The Law for Dependent People, which recognizes the right of citizen dependents (elderly and disabled) to receive government aid. IMSERSO introduced the system for autonomy and care for dependent people (SAAD) to enable regional governments to manage their internal processes related to the law.

 
 

 
 

Challenges

A word from IMSERSO

  • “With our claims management system, built on Oracle’s Siebel applications, we can ensure that we consistently apply the criteria for The Law for Dependent People across more than 1.5 million applicants and 700,000 beneficiaries.” – Javier Ballesteros, Director of Information Technology, Institute for Social Services for Elderly and Dependent (IMSERSO)

  • Introduce a robust and reliable solution that will allow IMSERSO to quickly comply with The Law for Dependent People in 17 autonomous regions Implement an open IT system to allow easy integration with other bodies, such as municipal and regional governments
  • Implement a complete case management solution to support the execution of the law, such as evaluating dependent statuses, confirming rights to receive benefits, configuring citizen services, calculating grants, and determining follow-up actions
  • Provide a multichannel platform for providing information to the public—in person, through the internet, or through the call center

Solutions

Oracle Product and Services

  • Worked with Oracle Consulting and Oracle Partner Accenture to implement Oracle’s Siebel applications in just six months, enabling IMSERSO to manage processes in accordance with The Law for Dependent People Incorporated additional features, ranging from mobile access for claim evaluators to the definition of more than 150 indicators used in determining dependent status
  • Enabled creating a single profile for each dependent person and allowed dynamic management of the catalog of services and their costs
  • Enabled IMSERSO’s 2,000 mobile evaluation agents―equipped with tablet PCs―to manage more than 380,000 SAAD cases in one year
  • Enabled regional governments to incorporate their specific requirements and integrate their management systems
  • Enabled 3,000 users to manage almost 1.3 million cases for more than 2 million citizens
  • Improved process efficiency with visibility to case flows, service quality, and other metrics accessible through dashboards

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