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IMSERSO Streamlines Case Management


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

The Institute for Social Services for Elderly and Dependent (IMSERSO) is a public agency within the Spanish Ministry of Health, Social Policy, and Equality. 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 included:

  • Introduce a reliable solution to quickly apply the “Law for Dependent People” in the 17 autonomous regions
  • Implement a case management solution to support execution of the law, such as evaluating dependent statuses, confirming rights to receive benefits, and calculating grants
  • Provide a multi-channel platform for providing information to the public—in person, via the internet, or via the call center

“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).  Learn more about the benefits.


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