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Anita FuPrincipal CRM Solutions Consultant
Improve Program Outcomes & Service Delivery through Customer Relationship Management
The following is intended to outline our general product
direction. It is intended for information purposes only, and
may not be incorporated into any contract. It is not a
commitment to deliver any material, code, or functionality,
and should not be relied upon in making purchasing
decisions.
The development, release, and timing of any features or
functionality described for Oracle’s products remains at the
sole discretion of Oracle.
• Provide a Common Service Delivery Platform– Citizen-centric– Case Management– Portals and Content– Automated Workflow and
Assignment– GIS– Mobile Computing– Rules Engine
• Manage Master Data• Enable Self-Service• Embed Business Intelligence
and Analytics
Oracle iGovernment
Transform Government Service Delivery
Transform Government Service Delivery
To address these business challenges, organizations seek solutions that enable
new client centric services
Vision
Delivery Challenges
- Changing priorities
- Increasing demand for services
- Increasing client
expectations
- Difficult to gauge whether programs
are effective- Inconsistent decision-making
- High staff turnover and low supply
- Application Silos
- Duplicative services
& service gaps
- Disjointed service delivery
Coordinated
Service Delivery
Increased
Responsiveness
Person-Centric
Processes
Transparency
Service
Call Center
- Client Identification
- Intelligent routing
- Problem resolution &
escalationWeb Self Service
- Online benefits access
- Problem reporting
- Problem resolution
- Auto-acknowledge
- Routing
- Assisted response
Social Services
Workforce Services
Health services
Immigration
Social Services
Workforce Services
Health services
Immigration
Child WelfareChild Welfare
Public PensionsPublic Pensions
Customer
Service
Case
Management
Workforce
Services
Transform Delivery Of Citizen ServicesIntegrated Case Management and Service
• Extend access to clients, providers, other agencies
• Allow self-submission with existing forms
• Guarantee consistent rules are enforced regardless of channel
Web Contact `Center Field OfficeField Workers
Case Management
Self-Service SupportConsistent Client Experience Across Channels
Cross-Industry Solutions
Siebel Public Sector
Oracle | Siebel Public Sector Solutions
MarketingAutomation
PartnerManagement
FieldService
Enterprise Analytics
Customer Service Case Mgmt
Master Data Management
• Solutions tailored to Public Sector requirements
• Leverage additional cross-industry and vertical solutions as needed
• Integrated across the Oracle family of applications
Vertical Solutions
Financial Services
Life Sciences UtilitiesHealthcare
Siebel Public SectorSiebel Public Sector
Siebel Public Sector CRM Solutions
InvestigativeCase
Management
Better ManageRevenue
EnterpriseAnalytics
BenefitsCase
Management
Citizen-CentricService
Improve Citizen Response
Greater Focus on Service Performance
Improve Benefits Mgmt in Human Services
Multi-agency Data Integration
Single View of Taxpayer
Targeted Outreach and Better Service in Postal Services & Licensing
Citizenship and Border Control Management
Multi-agency Collaboration
Program Performance Measurement
Agency and Division wide Analytics
Siebel Public SectorSiebel Public Sector
Siebel Public Sector CRM Solutions Showcase Deployments
InvestigativeCase
Management
Better ManageRevenue
EnterpriseAnalytics
BenefitsCase
Management
Citizen-CentricService
NYC 311
Hong Kong 1823
London Borough Tower Hamlets
City of Cologne
Citizenship & Immigration Canada
US Immigration Naturalization Service
LaPoste, US Postal Service,
Hong Kong Post
South Africa Revenues & Customs
NYC 311 CRM Analytics
Leeds Call Center Analytics
City of Leeds, UK
US Centers for Medicare/Medicaid
Australia Family & Community Services
Siebel Public Sector AnalyticsActionable Insight Across All Roles
Manager
• Real-time environment automatically prioritizes the agent’s workload
• Performance indicators for individuals measure performance against organizational averages and / or targets
• Track suspect and suspicious group activities
Agent / Case Worker
– Pre-built guided navigations allow users to quickly investigate root-cause analysis of case management processes
– Mid-course corrections are enabled through early warning for potential bottlenecks and backlog
– Executive dashboards provide organizational performance overview in a single glance
– Pre-built index metrics provide quick performance indicator of teams’ or individuals’ performance against other teams, divisions or organizational targets
Department Head
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: Add-on
Track external incidents and investigative leads as part of the overall case management process
Benefits Management Analytics: Add-on
Track the types of clients being served, and the types and amounts of benefits and services being delivered
Case Analytics – Solution Offering
Case Analytics – Sample MetricsSample Case Management Metrics
Sample Case Investigation Metrics
Benefits / Incidents• Avg Incident Duration• Target Incident Duration• Incident Load• # of Orders
Lead / Incidents• Incident Load per Worker• Lead Open / Close Rate• # of Currently Active Leads / Incidents• Lead / Incident Duration
• Payments• Average Payments• # of Customers
Sample Pre-Built Dashboards
Organizational Efficiency• Case• Lead• Incident• Activities• SRs
Targeting and Delivery• Delivery Overview• Populations Served• Customer
Demographics• Case Outcomes
Performance Scorecard• My Cases• My Activities and SRs• My Incident and Leads• My Team Cases• My Team Activities / SRs
Workloads and Backlogs• Loads• Priority• Overdue• Queue
Sample Benefits Management Metrics
CaseCase• Loads• Durations• Counts• Open and Close RatesCase Stage• Durations• Duration Index
Work CenterCase / Incidents• # of Cases / # of Incidents• # of Case/Incidents untouched for 15
daysActivity / SRs• # of Activities / SRs• # of Overdue Activities• # of Critical Activities / SRs
Activity / SRActivities• # of Cases with Activities• Days Activity Open• Activity Creation RateSRS• # of SRs with Activities• % of SR with Overdue Activities• Avg # of Activities per SR
Measurable Results
40 systems consolidated into one
>1 million unique inquiries answered per week
9 months to go live with global case management system
10 day decrease in overall order fulfillment cycle time
20% increase in employee productivity
$3 million a day in savings
6% increase in customer satisfaction
$450K saving per year &
14% increase in customer satisfaction
Customer Show Cases
Case Studies of Leading Citizen
Services Providers
New York City 311 Citizen Response
Challenge Approach Delivery
Provides services for 8 million city residents
40 different call centers, accessed through over 11 pages of phone numbers (blue pages)
Overlapping agency responsibilities sometimes made it unclear who was responsible for what, limiting responsiveness
Centralized all call centers and hotlines into one three-digit phone number : 311
Single service center staffed by over 1000 operators
Direct links to 122 police stations, 12 City Departments
Benefits to NYC Residents Call one simple number for all
NYC inquiries (State, Local, Fed) Up to 40,000 calls a day 90% of calls answered by
person in 5 seconds 80% of inquiries resolved in less
than 30 seconds
Benefits to NYC No new hires, no layoffs Integrated diverse IT systems,
cultures, and processes Administrators now have a
comprehensive view of city issues
Emergency response system during emergencies; blackout; ferry accident
“It’s not just a citizen service hot line, it is the most powerful management tool ever developed for New York City government. I can’t imagine running the city
without it. —Michael Bloomberg, Mayor, New York City
NYC’s IT Shared Services Organization Delivers Spatial as a Service to 311 and Other Key Departments
• The Problem: Driven by lessons of 9/11– Unable to catalogue emergency response
capabilities, publish plans, and synchronize resource deployment
– Different naming conventions, different systems, many assets owned by private sector
– Response to emergency events severely compromised
• The Solution:– Department of Info Tech & Telecommunications• Developed standardized digital base-map for all
agencies, INCL: 6,000 miles of underground pipes, 1 million water / sewer connections, 32,000 sq. miles of Infrastructure Data, and 75,000 digital photographs
• Integrated a number of existing implementations– Office of Emergency Management created a public
site for emergency preparedness
DoITT’s Integrated NYC Spatial Architecture
Case Study: Belgium Federal Government and eID
Create portal to Citizen, Govt., Business with timely, convenient access to Government Information & Services,
and enable cross federal agencies work
• Objective: Take people and economy to the next level
• Empower people with efficient & fast access to information & services
• Automate & unify the administrative processes go along with interacting with the govt.
• Solutions: End-to-end platform without patchwork
• Easily integrate into a heterogeneous environment
• Robust Portal solution
• Results: One-Stop Shop Portal
• Access Info & Services adhere to govt. processes
• Civil servants e-communities
Citizen-centric Online Services …That are Context Aware and Handle Exceptions
Device Footprint Location-based Role-based
– Work role– Age, gender, religion– Time-of-dayExisting Government and Private Sector
Portals and Services
Federated PortalCall Center/Siebel CRM
Click-to-Dial
Single-Viewof Services
Citizen-centric Online Services …
Single-View of Services
Existing Government and Private Sector Portals and Services
eCitizen Federated Portal
Case Study: Belgium E-ID (BeIPIC) Project
• Belgian Personal Identity Card ( BelPIC )
• Organization Description– Deployment from 2005-2008– All citizens 12+– Kids ID coming
• Make national deployment of E-ID easier with a self-service portal for issuers
Federal Government
FedICT InteriorNational
Registry
Oracle Solution for Fedict/ Ministry of Interior e-ID Card (BELPIC)
• eID card (BELPIC), which electronically reads and validates identity data, authenticates data remotely, and provides a digital signature for electronic documents
• WebLogic Server for BELPIC – the personal ID card
• Create a highly secure, easy-to-use and affordable digital identity system for all citizens to use to file taxes, open bank accounts and make purchases online.
Solution Powered by BEA
Opportunities & Challenges
+ + +
• Belgian citizens can already use the new eID card for identification, authentication and authorization for many public facing services, including: secure online tax form declaration, official document requests (marital status, birth certificate, etc.), electronic submission of court case conclusions, as well as access to the public library, swimming pool and other community services.
• The Belgian government estimates that by the end of 2009, 8.2 million citizens age 12 years and older will have eID cards.
Results
Customer Show Cases
Case Studies of Case Management
•Siebel was selected for standard CRM
and Case Management
•Inbound pension registrations
•Siebel drives the business
process, case, legacy integration,
real-time data validation
•Managing approximately 64,000
calls / monthly
•Solution implementation was
viewed as a success, Siebel was
selected in 2007 to expand
footprint taking on the new
Working Age Program for DWP
•Partners: IBM, EDS, Accenture,
Booz Allen
•Manage the UK Government's
pensions and working age benefits
systems and strategies
•125,000 employees—a quarter of the
UK Civil Service—in 2,000+ locations
across the UK
•Makes more than 3 million benefit
payments worth some £360 million
annually
•Business Objectives
•Meet UK e-Government mandates
•Provide consistent, accurate and
convenient services
•Meet rising demand with fewer
resources
•Reduce cost, improve efficiency and
flexibility
•Pensions
•Single view of citizen across
legacy systems
•Improved agency efficiency,
effectiveness and cost savings
•Improved data management—
more controlled access to citizen
information
•Registration process handling time
down from 2-3 weeks to 2-3 hours
•Reduction of paperwork
Department for Work and Pensions (DWP)
Citizenship & Immigration Canada
Pain PointsPain Points
Multiple sources of citizen information – 14 custom, legacy systems
9 month case backlog More than 1 million Non
Immigrant Applications >200,000 landings (Immigrants
& Refugees) annually 16.5 million clients (with nearly
8M aliases*) 70+ global locations with 49
points of entry (air, marine, land) and 3 call centers
1,200 installed seats 5,000 seats planned of Siebel
Case Management by Jan. 2006UCM / UAN “single view” of citizen2,500 seats LIVE with Siebel
Analytics
Live as of Q404 > Citizenship process
Deployed in offices across Canada, impacting more than 100,000 cases per year
Reduced duplication by connecting existing information systems, devices, and personnel
Delivered technology matched to identified and anticipated needs of agency and constituents
Siebel SolutionSiebel Solution BenefitsBenefits
Customer Show Cases
Public Sector Local References
Local References
Customers Business Solution Siebel Solution
HK Efficiency Unit - 1823 – Single number Citizen Easy Link since
2001
- Siebel Call Center provides 24 x 7 one-stop
service for wide range of government services
- Multi-channel solution: phone, Internet, e-mail,
postal mail
- Handled over 1M calls in 2003
- Supporting 400+ call center agents and 14
departments
Siebel Call Center Solution
-Inbound Service Enquire
- Case Management
-Knowledge Base
-eMail Response
Hong Kong Towngas - Using Siebel as Enterprise CRM solution.
- Phase I - Sales, Services, Field Services, Work
Order
- Phase II – Service Handheld and Campaign
Siebel Energy Solution
-Sales & Marketing
-Service Maintenance
Hong Kong Post -First project - Using Siebel Service in Speed
Post to track the status of the mail in 2001 with
39 users, growth to 80+ users by end of the
year.
- Second Project - Implement Siebel Sales &
Marketing for their Corporate Sales
- Live in 3 months
Siebel Service Solution
-Case Management
-Siebel Sales & Marketing
Solution
-Sales Management
http://www.1823.gov.hk
More Than 200 Public Sector Customers
The Future Direction of Citizen Centric Service
• Commercial off the Shelf Software• Enterprise Case Management• Differentiated Service Delivery• Standards Based, Secure Technology• Phased, Modular Implementations
Coordinated
Service Delivery
Person-
Centric
Processes
Increased
Responsiveness
Transparency
Comprehensive Solution• Drive results with integrated enterprise case
management• Leverage industry leading COTS CRM to speed
deployment• Utilize industry-leading infrastructure to keep
maintenance costs under controlDemonstrated Customer Success
• Over 200 public sector customers worldwide• Improvements in customer satisfaction, case processing
time and throughput• Reduction in operating costs with consolidation of
systemsOngoing Investment
• Public Sector-specific products designed around the requirements of government users
• Ongoing roadmap and product development plans• Dedicated teams for the public sector market
Oracle | Siebel Public Sector SolutionsLeader in Public Sector CRM