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Customer Relationship Management Edition
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January 2012 Stay Connected: Blog Facebook TwitterYoutube
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Latest Release of Oracle's Siebel Public Sector 8.2.2 Improves Case Management

In today's shifting economic, social, and policy environment, government agencies are being asked to do more with fewer resources—even as they are expected to demonstrate increasingly positive citizen outcomes.

Traditional CRM solutions often lead to information and programmatic silos. At the same time, they cannot easily adapt to complex and frequently changing policies without costly and time-consuming changes.

In response, the latest release of Oracle's Siebel Public Sector provides agencies with a complete, open, and integrated platform for case management and eligibility. The results: simplified eligibility determination, increased caseworker efficiency, and improved program effectiveness.

Already, public sector customers representing a wide spectrum of government agencies—including social services, justice and public safety, constituent services, and tax and revenue—are choosing Siebel Public Sector solutions for their case management needs.

Common Service Delivery Platform
Now, coupled with integration to the Oracle Policy Automation rules engine, Siebel CRM provides a common service delivery platform that brings together
  • A comprehensive, citizen-centric case management model
  • Citizen and service-provider portals and content
  • An easily maintained rules engine
“Our modern Siebel platform gives our officers criminal justice case management tools that ensure procedures are followed, changes in legislation are implemented quickly, maintenance costs are low, and the overall solution is future proof. These elements are critical to helping our agency achieve its objective to be the safest country in Europe," says Tapani Hämäläinen, CIO, Finnish National Police Board/Poliisihallitus.

Other key areas of innovation in Siebel CRM include

Enhanced accessibility. Siebel Public Sector enhances usability to ensure that applications are accessible to all citizens.

Deeper integration with Oracle Policy Automation. Enhancements to Oracle Policy Automation support simplified implementation, improved performance, and additional auditing and decision reporting.

Improved decision and appeals framework. The new Appeals Snapshot feature makes it easier to manage continuing services while also engaging in the appeals processes by presenting all related information in a single view.

Enhanced service provider management. To facilitate third-party provider interactions, new capabilities for partner portals ensure appropriate information is available to provide services while ensuring security and privacy.

"By streamlining the entire process, from lawmakers to agencies to citizens, we have eased the burden on government workers while ensuring that citizens receive appropriate services—all at lower risk and cost," concludes Tiffany Blair, principal product manager, Oracle CRM Product Strategy for Public Sector.

Read the press release.

Learn more about Oracle case management solutions and CRM for government.

Learn more about Oracle’s CRM applications.
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