Constituent Services for Public
Sector 
Authentication
Constituent
Service-Master Data Maintenance
Workflow
Request Type View
Business Agreement
Interaction Center
Use
With this Business Scenario, you can use constituent service functions that cover part of the e-government solution. The functions facilitate the transparent and effective data exchange of management processes between constituents and government agencies for several communication channels (Internet, e-mail, telephone and so on).
The provision of these Web-based constituent services is ideal for simple services, such as requesting a parking permit, registering a new address, starting a business and so on. The digital signature is paving the way for completely paperless request processing.
The Business Scenario Constituent Service has the following system landscapes:
· SAP CRM displays the service head office and communication interface for the constituent. Constituent data is entered, processed and managed here.
· As SAP R/3 system, the processes in Accounting are mapped in SAP Public Sector Contract Accounting (PSCD).
Process Flow
Creating a Web Request Using the Internet
If a constituent has Internet access, they can handle their request completely through this communication channel.
Prerequisites
|
Business partner |
mySAP Application component |
Customizing and configuration |
|
Provider |
SAP CRM 4.0 SAP Public Sector Contract Accounting (PSCD) 4.71 SAP Biller Direct (from 1.5) |
You are using SAP Solution Manager |
With this variant, the business process runs as follows:
1.
Constituent
Service-Self Registration
The constituent service-self registration enables the person placing the request to authenticate themself with their government agency using the Internet in order to use services requiring registration. Various alternatives are provided for this. This ranges from simple registration processes for people and company employees to creating constituents with automatic checks against master data that already exists (for example, in a resident registration system).
2. Constituent Service-Master Data Maintenance
Constituents can update their address or communication data themselves using the Internet, without any help from a processor.
In contrast to procedures in which requests and forms are received by e-mail, printed and then processed further, the creation of requests with SAP CRM is a completely integrated process. The request is placed using a request form provided in the Internet or intranet, the so-called Web Request. The Web request can be accessed through various communication channels.
The creation of customer-specific forms is easy due to the integrated development environment. The Web request saves user data, in other words, all information that the person/processor placing the request has entered in the form fields, in the form of an XML document. This simplifies further processing in subsequent steps. The layout information is managed separately.
Once the form has been submitted successfully, the workflow system determines the responsible processor and assigns them the Web request to be processed. As all request data is available in a structured form, it is possible to delegate as many process steps as you wish to SAP or external systems. The View Concept ensures that a processor can only display the data and entry fields of a request form relevant to them. The integrated status management enables all involved to call the current status of processing, irrespective of the communication channel.
The Business Scenario Case Management for Public Sector can be used as a supplement for complex services.
5.
Billing
Services usually have to be paid for. Price-relevant information is managed and processed in the SAP Internet Pricing and Configurator (SAP IPC). The invoice creation and transfer to Financial Accounting occurs through billing in.CRM.
An existing business agreement of the respective business partner is assigned to each transaction relevant to billing when a business transaction is processed in SAP CRM. Due to the information saved there, the transaction can be billed and the invoice transferred to the Public Sector Contract Accounting (PSCD). The open item is posted on the corresponding contract account of the business partner in accordance with the selected business agreement. The automatic invoice creation and the integration with Accounting reduces the processing time and costs.
6.
Online Constituent
Account: Account Overview and Payment
The person placing the request can pay the due amount using SAP Biller Direct using the Internet.
Creating a Web Request Using the Interaction Center
Alternatively, a constituent can request a service without using the Internet but by phoning an Interaction Center instead.
Prerequisites
|
Business partner |
mySAP Application component |
Customizing and configuration |
|
Provider |
SAP CRM 4.0 SAP Public Sector Contract Accounting (PSCD) 4.71 |
You are using SAP Solution Manager |
With this variant, the business process runs as follows:
...
1.
Creating a Web Request
in the Interaction Center
3.
Billing
Result
The government agency service is requested by a constituent through a specific Web request using the Internet. Further communication channels are optional. The request data and the further request processing steps are entered directly in SAP CRM in a service order. The product-related processing charges are updated automatically in the accounting system SAP for Public Sector and can be paid by the person placing the request using SAP Biller Direct. All processing steps, including the digital signature of a request, are entered online and therefore replace time-consuming paper communication.