The New Zealand Inland Revenue Department has selected Siebel Enterprise Case Management and Siebel Public Sector Case Management Analytics to increase the efficiency and effectiveness of its case management and enable the seamless transition of cases between its business areas.
In 2002 Inland Revenue developed and launched a comprehensive e-Enablement Strategy to support its future direction. The Strategy included initiatives such as streamlining and simplifying its tax processes, creating an environment that enabled compliance, and enhancing the administration of its social policy initiatives. As part of the requirement to support this, a new case management system was also identified.
Inland Revenue commenced its procurement process in 2004 and went to market with a request for proposals. The solution it sought had to automate the primary processes it carried out manually, provide a comprehensive level of reporting information, and provide a measure for the timeliness of its cases and compliance to performance standards.
Siebel’s case management solution will be rolled out initially in Inland Revenue's audit, return and debt collection, and child support business areas. It will be accessed by an estimated 1,000 audit users, 500 return and debt collection users, and 700 child support users, plus other potential users across Inland Revenue. Design, configuration, and testing will occur prior to the rollout to each business area, starting with the audit area in June 2006.
John Moreno, Inland Revenue's Project Manager for the Case Management Project, explained: "The existing case management system runs on a core mainframe as a separate database from other systems, and information was disparate. Access to and management of a higher quality of information and enhanced reporting and analytics tools from the Siebel solution are expected to resolve cases faster. Inland Revenue staff will also be able to easily transfer cases to one another."