Public Sector > Tax and Revenue Management > Case Management

Case Management

Business Scenario

 

Business Scenario Maps

  • Case Management
  • Dispute Management

    • Key Performance Indicators

  • Contact Efficiency
  • Revenue

    • Partner Opportunities

  • Partner Opportunities in Public Sector

    • See also

  • Scenario and Process Component List
    •

    Case Management in Tax and Revenue Management provides a central repository for managing information triggered by various events in the system and originating from multiple sources and channels.

    Case Management can be used for various case types, such as bankruptcy cases, audit cases and so on. The scenario supports the linking of objects from mySAP CRM and SAP Public Sector Collection & Disbursement as well as objects from external applications. It offers greater visibility of case information resulting in improved processing efficiency.

    The data mining function of SAP Business Intelligence can be used for audit case discovery.

    Business Goals & Objectives


    Improving Customer Service

    Complaint management and tracking
    Improved quality and accuracy

    Improving Regulatory Compliance

    Strengthen enforcement capabilities to prevent illegal activities

    Increasing Transparency & Accountability

    Improve transparency and auditability of activities
    Increase data transparency
    Provide decision support

     

    Business Processes
    Case Management AnalysisSAP Component or Feature Available

    Through SAP Business Information Warehouse, compliance cases can be detected based on user-defined criteria. Compliance investigations are supported by SAP's unique, single view citizen account concept, which enables tax authorities to store data on a centralized taxpayer account across various tax types.

    This process is supported by the following SAP and/or partner offerings

  • SAP NetWeaver

    		•
     
    Case Processing in CRMSAP Component or Feature Available

    Case processing involves those steps or actions necessary to evaluate and complete cases. It includes but is not limited to:

    • Multi-channel case creation and update integrated into a call center solution
    • Powerful case search
    • Business Partner Management
    • Activity Management including activity templates
    • Alerts and interactive scripting
    • Authorization and approval
    • Document Management including templates
    • Account information from Public Sector Collection and Disbursement
    • Case hierarchy and case classification
    • Audit trail and change tracking

    Full-text retrieval search engines can be used. When possible, the search capability will use these existing interfaces.

    This process is supported by the following SAP and/or partner offerings

  • SAP Tax and Revenue Management for Public Sector

    		•
     
    SAP Product Available Partner Product Available SAP Product Available with Future Releases Partner Product Available with Future Releases Future Focus