Siebel and Inland Revenue - New Zealand Oracle Users Group
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Transcript Siebel and Inland Revenue - New Zealand Oracle Users Group
Siebel and Inland Revenue
How the Siebel Public Sector Suite can
support our strategic direction
Overview
1. Inland Revenue Strategic Direction & Business
2. Siebel Public Sector Suite & Inland Revenue
3. Case Management & eCase
4. Customer Relationship Management (CRM)
5. Single Customer View
6. Key Challenges
7. Interface with Legacy Systems
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
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
Siebel Public Sector Suite and Inland
Revenue - Timeline
September 2005 IR acquires Siebel Public Sector Suite
October 2005
Commence design & development
March 2007
eCase final roll-out - audit
October 2007
eCase rollout for litigation management
& legal & technical services
Report – “Siebel Solution opportunities
to develop CRM Capability within Inland
Revenue”
March 2008
CRM programme evaluation
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
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
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
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
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.
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
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.”
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
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
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