Siebel Case Management

One area where Public Sector customers have a different requirement form their commercial counterparts is the arena of Case Management.

I have recently worked with customers who are interested in a whole variety of Case Management Solutions.  The functional requirements include the likes of Immigration services where tracking exit and entry is a key requirement through to social services where child referrals have to be dealt with sensitively and in a regulated manner.

There is a really good brochure that shows how the Siebel solutions are effectively addressing these and other themes in Public Sector here:

Siebel Public Service solutions

I would basically say that there are 5 main themes which can help in understanding what is on offer, these are:
1) Citizen Centric Service
2) Benefits Case Management
3) Revenue Case Management
4) Investigative Case Management (such as immigration or child welfare which may or may not be a linear process)
5) Analytics

Details for each of these areas are include in the link above.  The investigative case management for social services, and the immigration type cases interest me particularly at the moment.

Comments:

EMEA PS - JPS; potentially Siebel 8.0 with investigative case management and its iterations (already positioned for immigration)could begin to challenge some of the point solutions used by police and other law enforcement for managing crimes and incidents. I am thinking of those provided by Vivista, Northgate and so on and the many bespoke packages around. The advantage would be the easy integration with Oracle ERB back office apps so no need for separate Resource Mgt functions, and the potential to use Siebel CRM for all customer interactions. Another step towards Oracle providing operational and front office policing solutions.

Posted by Peter Nevitt on December 08, 2006 at 12:21 AM PST #

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UK Public Sector Case Management and CRM

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