Siebel Case Management

Case Management is defined as the process of collecting discrete inquiries, performing tasks, executing processes or other units of work that involve people and parties both inside and outside an organization, working towards the objective of solving a specific problem and thereby closing the case.

In most courts the case management process is still not completely automated. If a Judicial Department has a case management system, it is generally custom built and has limitations in terms of expandability to cater to growing requirements. With an increasing immigrant/non-immigrant population, the volume of complaints/cases that are filed in a court is rapidly increasing. This has resulted in increased data volumes, citizen interaction and court activities. Most courts have multiple sites within a region and the ability to centrally store and share information related to cases in becoming a challenge. There are also concerns around data security and accessibility of the application.

Courts are also considering providing self-service capabilities that enable citizens to track/manage cases via multiple channels (especially call center & internet) thus improving the courts' service offerings and accessibility. Judicial Departments are now seriously considering levering IT solutions to automate the case management process, and unlike before, they are considering packaged applications. Currently, Oracle does not have a solution specifically addressing a court's case management process. Oracle showcases the standard case management capability of Siebel Public Sector with minor facelifts. A solution addressing court case management is expected to be available with the release of Siebel 8.2 in 2009.

Siebel Case Management provides powerful tools to transform the work of federal, state, local law enforcement agencies, and intelligence organizations responsible for protecting public safety. These agencies benefit from the ability to integrate case information across multiple data sources, automate case tasks and workflow, and perform real-time case analysis.

• Provides all the key components and tools - database and middleware applications based on open standards - to improve the case management process
• Facilitates secure collaboration within and across agencies, and streamlines reporting and analysis
• Offers most complete compliance with key government standards
• Market leader in the Public Sector; and Public Sector is Oracle's largest customer base

• There is currently no detailed Oracle case management system in place, so HCL has developed an end-to-end Case Management Solution that addresses the gaps in the Siebel Case Management Offering
• HCL/Oracle won a mega deal in this area recently; HCL developed a POC around the case management solution and this is being showcased by Oracle during road-shows in the Middle east. This joint initiative is being extended to other regions
• HCL is the preferred partner for Siebel Case Management implementation in ANZ and Middle East among its peers
• Strong Oracle practice enabling seamless services across the Government ERP landscape

• Manage Case Loads Effectively and Proactively
• Provide Consistent, Accurate and Convenient Services
• Reduce Costs / Improve Efficiency and Operational Performance
• Improve Customer Satisfaction - Workflow enabled

• Over 15+ Siebel Engagements - Implementation, Upgrade and Support Services
• Siebel Case Management solution for Judiciary
• Experience across the Siebel for Public Sector Landscape
• Deep Government Domain Expertise - HCL is the largest IT Offshore service provider in North America
• Oracle Partner for implementation of Case Management solution for Revenue Management (Inland Revenue Department - New Zealand)
• Oracle Certified Advantage Partner therefore bringing in expertise on the latest releases