The Pipeline

Siebel pushes performance-driven government

Siebel Systems Inc. officials recently unveiled at the FOSE Trade show six new public-sector solutions to help agencies deliver higher levels of service to citizens, operate more efficiently and boost employee productivity.

Siebel public sector offerings include Citizen Response 311, Benefits Case Management for Human Services, Single View of the Taxpayer, Better Manage Revenues, Immigration Services and Defense Personnel and Logistics are geared to enable agencies to achieve performance-driven government, according to Anthony Deighton, general manager of Siebel's Employee Relationship Management group.

Citizen Response 311 brings all local and regional service information into one call center so governments can better respond to citizens needs. Citizens also have one number, 311, to call for their government needs. New York is using Siebel's Citizen Response 311 product, Deighton said.

The Human Services solution lets agencies automatically assign and route cases to case workers based on their skills, experience and workload. The Centers for Medicare and Medicaid Services and the Library of Congress are a few of the agencies using the solution. The Single View of the Taxpayer lets employees manage tax case information from their desktop, by aggregating data form multiple legacy applications to provide a single, comprehensive view of citizens or businesses and their filing details.

Siebel's Immigration Services product automates the immigration process, allowing agencies to instantly share information across offices and with personnel in the field. Citizenship and Immigration Canada officials are using the product to replace several of their legacy systems with a new, integrated system.

Siebel's Better Manage Revenue product gives revenue and licensing professionals a single view of their customers, including purchase history, customer service history, open service requests, and customer satisfaction information.

Defense Department officials are using Siebel's Defense Personnel and Logistics Management solutions to coordinate and manage personnel needs. The solution provides a unified help desk that automates routine processes such as in-and-out processing, orders management or approvals for leave.

The significance of the all of these announcements, Dieghton said, is that Siebel, known for its customer relationship management offerings for the commercial sector, is bringing "public-sector solutions to the market that are proven with customer success stories."