Public Sector Experience

Our Experience > Public Sector

The Public Sector has been embracing CRM over the past decade as the need for cost reduction through automation of processes & processes has grown, and the focus on customer satisfaction and legal compliance has increased. Public Sector projects are however characterised by unique business processes, complex and often changing requirements, and stringent security needs.

The Often-Unique Challenge

While some out-of-the-box Siebel CRM Public Sector processes can be re-used, a significant portion of the work involved in implementing Siebel CRM is in customising the system to capture data structures exclusive to the government institution, and deliver automated processing of unique business processes.

There are of course exceptions – Identity Management is one area that is common to several large government Siebel CRM implementations, though this remains a highly complex area subject to its own legislative needs.

The Need for Flexibility and Control
Implementations must also be flexible, for changes in legislation or new legal advice can cause the business requirements to change significantly and, consequently, the build of the CRM application to take on new directions during or after the initial development phase. This requires a team who can rapidly alter their mindsets, but while also maintaining control over documentation and configuration, to ensure that management of cost and delivery can be maintained.

Maintaining Security
Locking Siebel down is a critical exercise to adhere to legal data processing requirements as well as preventing security breaches. This can range from ensuring visibility of data is managed appropriately across the user base, setting up secure LDAP directories, encrypting system communications, and through to ensuring Siebel functions correctly within tiered technical architectures with separate levels of security marking.

Boxfusion Consulting’s people have deep project experience in Public Sector environments, typically acting as Solution Architects/Technical Leads for complex Siebel CRM implementations, and correspondingly several have current Home Office Security Clearance (to SC level). We know how to prepare for and manage the challenges of implementing Siebel Public Sector in both Central and Local Government. With this knowledge, can you really trust anyone else?

See our Reference Story detailing how we recently helped Logica on a large-scale Siebel Public Sector implementation.

Contact Us and let us show you how we can help to avoid the problems that most other Siebel practitioners aren’t even aware of. We’ll help you to a successful Siebel CRM implementation.