Constituent Services for Public
Sector 
Purpose
You can use constituent service functions with this Business Scenario that cover part of the SAP 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 services is ideal for simple services, such as, requesting a parking permit, registering a new address, and starting a business. 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.
· The processes in Accounting are mapped in SAP Public Sector Contract Accounting (Public Sector Collection and Disbursement = PSCD) .
The integrative use
of the 
contract object in
SAP CRM and in SAP PSCD enables you to map the various business transactions
of the constituents.
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 5.0 SAP ECC 6.00 Business Function Set Public Services SAP Biller Direct (ab 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 requester to authenticate themselves 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-Self Registration
Constituents can update their address or communication data themselves using the Internet, without any help from an agent.
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. This can be accessed using different 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 requester or agent 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 agent 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 an agent 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 processing status, irrespective of the communication channel.
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 business transactions are processed in SAP CRM. Due to the information saved there, the transaction can be billed and the invoice transferred to 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 requester can pay the amount due using SAP Biller Direct through the Internet.
Creating a Web Request Using the Interaction Center
Alternatively, a constituent can request a service by phoning an Interaction Center instead of using the Internet.
Prerequisites
Business partner |
mySAP Application Component |
Customizing and Configuration |
Provider |
SAP CRM 5.0 SAP ECC 6.00 Business Function Set Public Services |
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. Other communication channels are optional. The request data and the subsequent processing steps of the request 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 requester using SAP Biller Direct. All processing steps, including the digital signature of a request, are entered online and therefore replace time-consuming written communication.
See also:
The role for the Agent Constituent
Service is relevant for this Business Scenario.