Tuesday Feb 14, 2012

Best-in-Class Citizen Service for Government Agencies

In today's economic and social climate, government agencies face a challenging road to balance demands for quality services with pressure to demonstrate cost efficiencies. With Oracle's newly released Siebel Public Sector 8.2.2 government can now provide world-class citizen service for Constituent Services, Justice and Public Safety and Social Services.

Register now to get inside access to the new Oracle CRM Public Sector Innovation Portal and learn how Oracle's latest innovations for Public Sector will help you:

  • Achieve a comprehensive view of citizens across all programs and agencies
  • Provide comprehensive, citizen-center case management
  • Streamline policy automation and eligibility determination

View the new portal with the latest from product management, demonstrations and customer stories in Constituent Services, Justice and Public Safety and Social Services.

Friday Dec 02, 2011

Leading Analyst Firms Reviews Local Government CRM Products

Oracle received a Strong Positive in Gartner’s MarketScope for Local Government CRM Products that was published in October 2011.

Read the full report here.

Leading Analyst Case Study: Montgomery County Deploys ERP and CRM Simultaneously

Gartner, Case Study: Montgomery County Deploys ERP and CRM Simultaneously

Montgomery County, Maryland, deployed ERP and CRM applications at the same time. This analysis provides lessons for other local governments to improve project staff allocation, vendor management, and project performance management under strict budget and timeline constraints.   

Results

The Montgomery County CIO considers the implementation of Oracle EBS and Siebel, on time and on budget, a "great success."

  • ·         Managed service requests in a consolidated manner. MC311 handles more than 40,000 service requests each month on behalf of 37 county departments and offices. In April 2011, more than 1,300 service requests originated from the Web portal. Montgomery County hopes to drive more requests to the portal, as this is the lowest-cost interaction channel.
  • ·         Reduced duplication of citizen service centers across the county. The intake desk at the Department of Housing and Community Affairs was eliminated, enabling a staff member to take over the responsibility for creating cases.
  • ·         Eliminated legacy systems. Multiple legacy systems were shut down, including the Department of Transport (DOT), the transit information request database and Department of Environmental Protection solid waste collection request database.
  • ·         Created a more scalable and reliable service center, including in times of crisis. Twenty-four-hour nonemergency call support to residents was made possible, including during winter blizzards.
  • ·         Improved access to performance management information. CountyStat uses Oracle Business Intelligence Enterprise Edition (OBIEE) dashboards to drive process improvement in departments. Prior to the implementation of MC311, there was no system for tracking customer requests and their status.

      Read the full case study here.  To quote, use a portion of this report or for sourcing guidance, please contact Kimberly Jacobson at kimberly.jacobson@oracle.com.

Tuesday Nov 22, 2011

Provincial Forum & the Best of Oracle OpenWorld for Public Sector


 

 

 

 

 

Provincial Ministries, Crowns and Agencies are transforming in an effort to meet increasing service expectations from citizens, legislative mandates, and current economic pressures. There is a need to be more efficient and accountable, providing services and information to constituents expeditiously and cost-effectively. However, legacy information systems typically support single program functions. These disparate systems pose a complex canvas upon which to compose a more efficient government systems landscape.

Please join your fellow government leaders and Oracle on December 6, 2011 to discuss these challenges and learn how government agencies are leveraging IT as a core tool to streamline multi-organization operations thereby delivering a more cost-effective, citizen- centric, and sustainable government. Register here.

Thursday Sep 15, 2011

Improve Case Management with Oracle Public Sector CRM

In today’s economic and social climate, government agencies must continue to find ways to do more with less.  Many face a challenging road to balance growing demands for quality services and programs with pressures to show results and cut costs.

Watch this short video on Oracle’s latest innovations for Public Sector Case Management that can help agencies improve the delivery of government services to citizens.  Includes a short preview demo by Oracle expert Tiffany Blair of CRM Product Management for Public Sector.

Learn more about Case Management for Government and  view an interactive map on Oracle's Solutions for Social Services.

Tuesday Aug 30, 2011

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.

         

Tuesday Aug 09, 2011

Looming Healthcare Deadlines Place New Emphasis on Flexible IT Solutions

Looming Healthcare Deadlines Place New Emphasis on Flexible IT Solutions

Government organizations are under pressure to meet the provisions of last year’s Affordable Care Act. At the top of the list is a requirement to launch health insurance exchanges. With deadlines looming and budgets strapped for cash, many states are looking to new IT solutions to help them quickly get new services up and running.

Oracle addresses these needs with
Oracle’s health information exchange solutions, which are built with open standards for securely exchanging electronic health information. Key applications in the portfolio include Oracle’s Siebel Case Management and Oracle Policy Automation. 

Read more.

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