Public Sector > Government Programs > Constituent Services

Constituent Services

Business Scenario

 

Business Scenario Maps

  • Complaints Processing in the Interaction Center
  • Information Help Desk
  • Public Sector: "Call before you dig" (Collaborative)
  • Public Sector: House Construction (Collaborative)
  • Public Sector: Parking Sticker (Collaborative)

    • Key Performance Indicators

  • Percentage of Service Requests
  • Order Fulfillment Costs
  • Order Fulfillment Lead Times
  • Order Line Items Fill
  • Order Management Costs

    • Partner Opportunities

  • Partner Opportunities in Public Sector

    • See also

  • Scenario and Process Component Link
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    Constituent services are those services that public organizations offer their citizens and businesses. Such services may range from simple information requests, to requests for licenses and permits, to complex processes.

    Business Goals & Objectives


    Improving Customer Service

    24x7 customer self-service
    Add 24x7 customer service
    Better service levels
    Collaborate with business partners
    Improve service quality
    Increase multi-channel delivery of services
    Offer multiple points of access.
    Provide a single face to the customer
    Reduce error rate

    Improving Regulatory Compliance

    Improved transparency and auditability of activities
    Increase surveillance of unauthorized persons

    Increasing Security

    Assure levels of privacy
    Increase security of systems' and data access

    Increasing Transparency & Accountability

    Improve transparency and auditability of activities
    Increase data transparency
    Reduce error rate

    Reducing Operating Costs & Increasing Efficiency

    Improve accounting processes
    Reduce cost of services

     

    Business Processes
    Multi-Channel Service RequestsSAP Component or Feature Available

    Over the internet, via phone and fax, or in person my SAP CRM for the Public Sector offers proven, integrated technology to handle constituent contact. 
    SAP Component or Feature Available Interactive Forms
    SAP Component or Feature Available Interface for Scanned Paper-Forms
    SAP Component or Feature Available Request Creation by Employee
    SAP Component or Feature Available Request Creation by Third Party
    SAP Component or Feature Available Interagency Service Request

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

  • SAP Interactive Forms by Adobe
  • SAP Program Management for Public Sector

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    Request ProcessingSAP Component or Feature Available

    Request processing offers state-of-the-art workflow based technologies to ensure and support the handling of the request from submission to evaluation, calculation and filing.
    SAP Component or Feature Available Rule-Based Entry Checking
    SAP Component or Feature Available Exception Handling
    SAP Component or Feature Available Approval Processes
    SAP Component or Feature Available Status Management
    SAP Component or Feature Available Case Management
    SAP Component or Feature Available Workflow
    SAP Component or Feature Available Rule-Based Process Control
    SAP Component or Feature Available Activity Management
    SAP Component or Feature Available Correspondence

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

  • SAP Program Management for Public Sector

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    Service DeliverySAP Component or Feature Available
    Depending on the type of request submitted by a citizen or business, different types of services may be provided to the requester. These services may range from the decision about a permit or license to the approval of financial support, to 'physical' activities performed by an employee of the public organization.
    SAP Component or Feature Available Issue of Official Notification
    SAP Component or Feature Available Service Planning and Execution
    SAP Component or Feature Available Creation and Management of Permits, Licenses, and so on

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

  • SAP Program Management for Public Sector

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    Billing and AccountingSAP Component or Feature Available

    Billing and accounting offers support for all core processes, including partial payments, displays of invoice data and payment history, and payment methods such as credit card and direct debit.
    SAP Component or Feature Available Calculation of Fees and Penalties
    SAP Component or Feature Available Billing of Fees and Penalties
    SAP Component or Feature Available Transfer of Billing Results to Constituent's Financial Account

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

  • SAP Program Management for Public Sector

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    Renewal and PeriodicSAP Component or Feature Available

    This process offers support for periodic billing, automatic reminder for renewal.  
    SAP Component or Feature Available Periodic Billing
    SAP Component or Feature Available Automatic Renewal Processing

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

  • SAP Program Management for Public Sector

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    EnquiriesSAP Component or Feature Available
    Organizations need solutions that can professionally manage relationships with citizens and businesses alike. They need technology that provides an integrated view of the citizen as a customer and allows agencies the access to all information required for responsive customer services.
    SAP Component or Feature Available Call Center
    SAP Component or Feature Available Online Inquiry
    SAP Component or Feature Available Process Status Information
    SAP Component or Feature Available Financial Status Information

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

  • SAP Program Management for Public Sector

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    Security and AuthenticationSAP Component or Feature Available

    Authentication, data protection and security are key requirements in inbound and outbound processing with constituents.
    SAP Component or Feature Available Registration Services
    SAP Component or Feature Available Digital Signature
    SAP Component or Feature Available Security Standards
    SAP Component or Feature Available Authorizations

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

  • SAP Program Management for Public Sector

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