New Zealand Oracle Users Group
Siebel and New Zealand Inland Revenue
As part of our strategic direction, Inland Revenue aims to target and tailor service delivery to the address the changing needs of our customers. The adoption of case management principles through eCase supports this aim by enhancing the performance of our people, technology and processes to revolutionise service delivery across our business areas. Oracle's Siebel Public Sector Suite presents the best fit with Inland Revenue's business requirements, including 'out of the box' capability and ease of administration. While there are a number of challenges, including the ability of Siebel Systems to interface with our legacy systems, our organisation has recognised the potential for improved operational consistency and increased flexibility. This is aided by the system's support of our medium-term objective of providing staff with a single customer view, including requests submitted on-line. Inland Revenue is also working with Oracle to establish if the Siebel Public Sector Suite could complement our existing customer relationship management business processes.
| Attachment | Size |
|---|---|
 IR presentation for NZOUG Oct08 v3.ppt | 212.5 KB |
Version:
1
Publish Date:
20 Oct 2008
Presenter:
David Udy
Presenter Biography:
David Udy is Inland Revenue's Group Manager Assistance. The Assistance business group's mandate is to "assist customers to comply with their obligations and ensure that their entitlements are received". Assistance is responsible for the delivery of service via a multi-channel environment to customers for all the programmes Inland Revenue manages on behalf of Government. The Assistance team comprises of approximately 2000 members located in 17 sites nationally. In this role, David is accountable for the development of the strategic direction for and leadership of service groups throughout the country to ensure the efficient delivery of outputs. David is also "business owner" of Oracle's Siebel Public Sector Suite that Inland Revenue has initially deployed as a case management system for its Audit function.
Inland Revenue aims to target and tailor service delivery to the address the changing needs of our customers. David's focus is to improve compliance rates and work alongside the community to assist understanding of their entitlements. David is keen to foster among all our people an outside in approach, whereby the views, actions and expectations of customers are always incorporated into service improvement initiatives. David joined Inland Revenue 12 years ago as the National Advisor Service Delivery, responsible for the design of the Child Support program. David's other work experience, amongst others, encompasses twenty years in the Telecommunication industry.
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