Report from [CON7186] Siebel CRM: Managing Public Sector Relationships Through Diverse Channels

Report from [CON7186] Siebel CRM: Managing Public Sector Relationships Through Diverse Channels

There now follows a brief report from the above session, live at Oracle OpenWorld 2016.

Welcome the government of Ontario for an exciting discussion of these customer success stories at the ministries of Education and Transportation. This modernization focused journey aims to transform people, processes and technologies to better focus.

The reader will notice the presence of  Siebel CRM and Oracle Policy Automation and the speaker explained the thousands of rules that are managed, and the agility that OPA brings.

The green screen will be familiar to many in Public Sector :). The client-centric approach that is in the modernisation plan leverages BI to better understand the policy usage.

After the green, bring on the blue! The reader will see Siebel Task-based UI and their application also includes the OPA Connector for Siebel. The challenges that remain are also familiar to many : migrating from multiple disparate systems with fairly open data structures to controlled structure and then mapping all these data structures.

The successes are all driving the client-centric vision.

There are lots of successes but the story is not over;

The roadmap includes strengthening the one record model, increasing OPA usage and service architecture.

The second part of this presentation looks at the Ministry of Education in Ontario. The context is framed with messages coming out of this conference : digital transformation, data for evidence-based decision making.

The slide above provides some practical context. But what were the drivers? Citizens expectation for service delivery was a main driver. The second driver was the need for the data to be made accessible in other government services to make evidence based decisions. Siebel was the key part of the physical investment – and the messages coming out of Oracle in respect of investment in Siebel will have been very reassuring.

An amusing aside – Oracle matrices are always in the 90-95% range.

Of course the slide above does not tell the complete story, but the solutions are driving transformation, and the scalability of the solution will allow other departments and ministries to get onboard.

The multi-organisation nature of Siebel and the experience gained with Siebel now allows new lines of business to be brought onboard to Case Management On Demand. The stack looks like this;

Looking further towards the increased scale, there are lots of opportunities, reminding us of the key concepts of digital transformation and data sharing.

There are of course many challenges in the journey.

Interestingly the arrival of Open UI and the renewed investment in Siebel by Oracle seem to have arrived at the right time, not just Open UI for the UX but also to enable a much higher accessibility rating (93%)  compared to with HI (63%). We end on some screenshots:

Great work and great focus!

Richard Napier

Author: Richard Napier

Richard Napier joined Siebel Systems in 1999 and took up the role of managing the nascent Siebel University in Southern Europe. He subsequently was Director of Business Development and Education for InFact Group (now part of Business & Decisions) for 8 years. He now runs his Consulting and mentoring company, On Demand Consulting & Education Ltd and has run ODCE since 2010. Owner of the OPA Hub, he also is Co-Founder of the Siebel Hub.

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