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Siebel and Inland Revenue

Explore how Inland Revenue aligns its strategic direction with Siebel Public Sector Suite, enhancing customer management, efficiency, and compliance. Learn about key challenges, interface with legacy systems, CRM, and case management.

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Siebel and Inland Revenue

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  1. Siebel and Inland Revenue How the Siebel Public Sector Suite can support our strategic direction

  2. Overview • Inland Revenue Strategic Direction & Business • Siebel Public Sector Suite & Inland Revenue • Case Management & eCase • Customer Relationship Management (CRM) • Single Customer View • Key Challenges • Interface with Legacy Systems

  3. Inland Revenue Strategic Direction Target and tailor our activities through understanding our customers Optimise organisational efficiency and reduce compliance costs over time Create an environment which promotes compliance Continually invest in our people and the tools to deliver our future outcomes

  4. Inland Revenue Business • Customer base of 6.5 million • (individuals, businesses and other entities) • High volumes. In 2007-08: • 16.3 million customer contacts • 8.1 million returns • 8 million payments • Operates from 19 cities and towns • Employs more than 6,400 people

  5. September 2005 October 2005 March 2007 October 2007 March 2008 Siebel Public Sector Suite and Inland Revenue - Timeline • IR acquires Siebel Public Sector Suite • Commence design & development • eCase final roll-out - audit • eCase rollout for litigation management & legal & technical services • Report – “Siebel Solution opportunities to develop CRM Capability within Inland Revenue” • CRM programme evaluation

  6. Why Use Siebel? Oracle’s Siebel software • had best fit with Inland Revenue’s business requirements • demonstrated more out of the box capability • was easier to configure and administer Other criteria • flexible pricing • implementation and project management approach • fit with customer centric process management • ongoing support

  7. Case Management - Vision Inland Revenue Vision eCase, with other strategic projects and initiatives, will enhance the performance of our people, technology and processes to revolutionise the delivery of case related activities to our customers across all business areas

  8. eCase Guiding Principles Integrated into IR functions and processes Embraced and adopted throughout IR Promote current and future compliance as indicated in the strategic direction Enhance technology capabilities to strengthen customer focus Improve timeliness, focus, quality and reporting of case activities

  9. Kiwisaver Programme New Zealand’s Voluntary Savings Initiative • Started on 1 July 2007 • In the first year more than 716,00 people joined Kiwisaver Online Portal • Siebel records service requests and is used to display their status to portal users • Online service requests are passed onto Siebel which passes the information to back end systems Future... • Potential to use Siebel in policing employer debt compliance as part of Kiwisaver programme

  10. Customer Relationship Management Objective To provide an analysis and high-level transitional roadmap for a phased implementation of a CRM solution that leveraged IR’s investment in the Siebel Public Sector solution to support current and future state requirements.

  11. CRM Programme Elements Strategy • Service strategy and customer segmentation • Channel strategy Process • End-to-end business systems • Real-time analytics & predictive modelling Technology • Siebel Public Sector Suite as an enabler Change Management • Leadership • Communication and engagement

  12. Single Customer View Service Strategy “2012/13 A customer’s history, including compliance, status of transactions, enquiries and preferences is collated into a single view” All Inland Revenue staff that interact with customers have access to this information.”

  13. Key Challenges • Interfaces with other systems • Migration of legacy system data • Configuration to business requirements and new business processes with no customisation • Business integration • Ongoing post implementation support

  14. Interface with Other Systems • FIRST • Client Database • MIRI • HR Information System • OLACS • Access Control System • IAMS • Identity & Access Management • Data Warehouse • EDSR • Document Storage & Retrieval

  15. Summary • Acquisition and implementation of Siebel supports our strategic direction and processes • Phased roll-out of Siebel capabilities aligns with our change management philosophy • eCase has been successfully deployed to audit, litigation management and technical services users • Siebel will support our current customer relationship management services and deliver future organisational objectives of end-to-end customer centric management • We are working to overcome business challenges in introducing Siebel capabilities

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