TCS Citizen Services Solution on Oracle
Enterprise Solutions
Public sector agencies are fast awakening to the need for higher transparency and
technologically driven, citizen-centric governance in today’s increasingly digital world.
Inability to respond quickly to citizens’ queries can affect a government’s reputation
and reduce the effectiveness of its programs. With analysts estimating that over half the
global population will gain access to the Internet by 2016, governments are being
compelled to deliver services across digital channels. Providing self-service options and
cross-channel case management requires seamless collaboration across platforms and
between different agencies.
The Tata Consultancy Services (TCS) Citizen Services on Oracle is an integrated solution
to streamline and manage processes at citizen service centers. By leveraging the Oracle
Service Cloud, our solution helps governments address citizen requests and provide
self-service capabilities by leveraging emerging digital touch points, resulting in
improved operational efficiency and enhanced experience.
Overview
Our Solution
Citizens globally are leveraging growing
communications channels and devices for faster and
more accurate information access. They seek improved
service quality and anytime-anywhere engagement
with public sector agencies through the channels of
their choice. However, lack of cross agency and cross
department integration renders this difficult.
Delivering a seamless experience across channels is
further complicated by the complex and evolving
policy and compliance landscape. This scenario is
compelling public sector agencies to digitize and
transform their service capabilities to enable selfservice and enhance case management, with a greater
degree of transparency, accountability and
consistency.
TCS’ Citizen Services enable you to transform and
modernize citizen services. With our ability to address
the entire spectrum of advisory, transformation,
optimization and operating services, we enable,
integrate and augment key service capabilities such as:
The TCS Citizen Services solution, delivered on Oracle
Service Cloud, provides an integrated and effective
framework for offering multi-channel citizen service
accessibility. Through this solution, we help
governments modernize services, enable new
engagement channels, and empower employees to
realize improved efficiencies. The solution facilitates
information dissemination through proven knowledge
management practices and offers back office
integration capabilities to enhance the productivity of
contact center agents. Our solution enables agencies
to engage with citizens through live chat and mobile
capabilities, as well as monitor social interactions to
proactively address concerns and remediate issues.
With quick deployment of our cloud based solution,
local governments can improve citizen services and
systematically overcome administrative challenges to
establish a one-stop-shop to improve citizen
experience and enhance agent productivity.
n
Citizen self-service: Developing citizen service
portals, extendible to mobile, by leveraging Oracle
Service Cloud (RightNow) that includes portal selfservice coupled with knowledge management.
Offering personalized self-service capabilities
through policy automation using Oracle Policy
Automation and maintenance with Oracle Policy
Modeling in the cloud.
n
Multi-channel accessibility: Enabling local
government service delivery and assistance across
channels such as contact centers, online, mobile,
and online chat. Deploying Oracle Cloud Unified
Agent desktop to facilitate social media monitoring
and reporting, superior multi-channel
communication, and seamless incident handling in
real time.
n
Business Intelligence: Delivering accurate,
contextual information needed for making better
business decisions.
n
Integration: Leveraging open standards based
integration capabilities for rapid and cost-effective
integration with any application or service.
Citizen Persona
Indifferent
Satisfied
Dissatisfied
Apply
Advocate
Recommend
Agency
Experience
Discover
Citizen Journey
Determine
Receive
Mobile
Social
Help Desk
Self-Service Local Office
3rd Party
Portal
Chat
Touch Point Transformation
Channel Orchestration
Policy Management
Outreach
Big Data Analytics
Employees
Case Management
Relationship
Service
Citizen Master Data
Agile Technologies
Orchestrated Back-office
Efficiency
|
Agility
|
Agency Objectives
Empowerment | Productivity
Digital Platform
|
Modernization
An Overview of the TCS Citizen Experience framework
Benefits
The TCS Advantage
With TCS’ Citizen Services solution on Oracle, you
benefit from:
TCS works closely with several public sector agencies
across the globe to help leverage digitization to
modernize services. We deliver value to each
engagement with our:
n
Improved service effectiveness: Reach out to
citizens with the right services at the right time by
leveraging social insights, which can be tailored to
individual and regional preferences, to enhance
citizen engagement and social impact.
n
Better transparency: Enable transparent and agile
personalized self-service with policy automation to
offer a consistent and reliable cross-channel
experience.
n
Enhanced operational efficiencies: Leverage
mobile integration and cloud based service delivery
to optimize operational overheads and improve
resource utilization and agent productivity.
n
Higher citizen satisfaction: Simplify service access
and cross-channel case management by offering
timely and accurate response across channels.
Public sector domain experience: We have extensive
global experience in developing comprehensive
solutions for governments, local agencies, municipal
corporations, public-sector entities and security
establishments. This helps us understand the unique
nature of your challenges and develop customized
solutions to address them.
Mature assets and accelerators: Our ready-to-use
assets such as predefined blueprint architecture can be
rapidly customized to meet your needs, while our prebuilt solution accelerators ensure faster time to value.
Strategic partnerships: As one of Oracle’s strategic
Go-to-Market (GTM) partners, we are engaged in joint
solution development initiatives for several industries.
Our dedicated Oracle CX center of excellence (CoE)
and partnership enable us to bring technology
expertise to every engagement.
Right blend of management and technology
expertise: By leveraging our proven system
integration capabilities in conjunction with our
management and technological know-how, we build
value-added solutions that address the needs of your
stakeholders. We follow a comprehensive end-to-end
approach to deliver a project within the shortest
possible time frame.
About TCS’ Enterprise Solutions
With one of the most powerful IT consulting and services portfolios in the world, TCS' Enterprise
Solutions help companies optimize data and workflow, manage risk and compliance, increase
operational efficiency and productivity, and reach peak performance.
TCS’ Enterprise Solutions drive business transformations, empowering our clients to take
advantage of emerging opportunities and market dynamics. From IT strategy and
transformation to enterprise-wide software applications, we optimize technology and business
processes. Through our Centers of Excellence and Innovation Labs, coupled with our functional
business expertise, we develop custom industry solutions and accelerators. Our proven,
repeatable and scalable methodology enables enterprises to realize the maximum business
value from investments.
Our success is bolstered by long-term strategic alliances with the world’s most advanced
business software companies, helping us deliver better, faster, and more cost-effective solutions.
Contact
To know more about TCS’ Citizen Services solution, email us at global.marketing@tcs.com
About Tata Consultancy Services Ltd (TCS)
Tata Consultancy Services is an IT services, consulting and business solutions organization that
delivers real results to global business, ensuring a level of certainty no other firm can match.
TCS offers a consulting-led, integrated portfolio of IT and IT-enabled infrastructure, engineering
and assurance services. This is delivered through its unique Global Network Delivery ModelTM,
recognized as the benchmark of excellence in software development. A part of the Tata Group,
India’s largest industrial conglomerate, TCS has a global footprint and is listed on the National
Stock Exchange and Bombay Stock Exchange in India.
IT Services
Business Solutions
Consulting
All content / information present here is the exclusive property of Tata Consultancy Services Limited (TCS). The content / information contained here is
correct at the time of publishing. No material from here may be copied, modified, reproduced, republished, uploaded, transmitted, posted or
distributed in any form without prior written permission from TCS. Unauthorized use of the content / information appearing here may violate copyright,
trademark and other applicable laws, and could result in criminal or civil penalties.
Copyright © 2014 Tata Consultancy Services Limited
TCS Design Services I P I 07 I 14
For more information, visit us at www.tcs.com