Siebel Customer Relationship Management 8.2 Goes Public

Latest release addresses the needs of the expanding public sector.

May 2010

Oracle’s Siebel Customer Relationship Management (CRM) already leads the industry. But the release of Siebel CRM 8.2 will make the solution a critical player in the expanding public sector. This targeted release is a complete solution that is client-centric and modular and enables organizations to respond quickly to changing processes and policies.

According to Calvin Tu, senior director, product management, for Oracle public sector applications, government organizations are experiencing unprecedented demand for social services—but many are hampered by reduced staff, budget cuts, and outdated legacy IT systems. But increasing operational efficiency could stem the tide.

“Oracle’s complete solution can streamline the entire social services lifecycle,” says Tu. “It’s helping agencies with client intake, complex benefits determination, and delivery of benefits and services toward outcomes—all at a lower cost.”

Siebel CRM 8.2’s first emphasis is on client services. Case management capabilities deliver a client-centric view that allows internal workers and external providers to collaborate and serve those clients. The system also allows access to complete and accurate client information, using multiple delivery channels such as phone, internet, and in-person interactions. Because Siebel CRM 8.2 is a commercial off-the-shelf solution, agencies will find it easy to modernize their applications and improve workflow via configuration instead of depending on costly customization. Oracle’s patented technology for automating government policies also helps agencies adapt quickly to changes.

The Kansas Department of Labor (KDOL), which has been a Siebel CRM user since 2002, is coping with more demand for unemployment benefits and new labor laws. The agency is already achieving better results with Siebel CRM 8.2. “It’s really enabled our staff to be more effective in serving clients,” says George Hubka, CIO of KDOL.

“The set of challenges social service agencies face today will only continue to grow,” says Tu. “With the availability of Siebel CRM 8.2 from Oracle, government agencies will be able to realize the benefits of simplifying eligibility, increasing efficiency, and improving effectiveness for clients today and beyond.”

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