SAP SE (NYSE: SAP) today announced general availability of a new citizen engagement offering that works with SAP® Hybris® solutions to help government organizations deliver omnichannel citizen services.
SAP partnered with UXC Oxygen, a leading provider of consulting and services for SAP in Australia and New Zealand, to develop the solution for the public sector. This new SAP Hybris solution expands SAP’s strategy for industry-specific accelerators of its SAP Hybris Commerce solution, which already includes telecommunications, financial services, media and the recently announced travel accelerator.
The citizen engagement accelerator for SAP Hybris solutions helps bring services to citizens through a single, unified user interface that allows end users to navigate across all content easily through one single user interface, which resides in users’ personal accounts. It will provide ease of use in document handling, requests, payments, permits, and registrations in areas such as:
- Civic services — delivering public services online, such as applying for an ID, visa or parking permit, or to file public grievances
- Social services — for support with financial or medical assistance, child care assistance or unemployment benefits
- Tax and revenue management — such as online taxpayer services or using omnichannel capabilities across all devices and channels, allowing agencies, citizens and government to exchange information and minimizing the need for “double-touch” interactions
- Grantor requests — allowing schools, for instance, to easily request and track grants for modernization projects, such as new building insulation
The solution improves service delivery through seamless application program interface-driven data exchange with back-end systems. It can easily plug into an SAP or any other back-end system, so its integration capabilities support the agility required within the public sector.
“This is a step change opportunity for public service organizations to ignite citizen engagement,” said UXC Oxygen director Stuart Dickinson. “Around the world, governments are moving from a high-touch service delivery model to one where citizens can access information and execute core processes via any device or channel themselves. The citizen engagement accelerators in SAP Hybris Commerce will provide these agencies with a platform to speed up the delivery — and improve the effectiveness — of citizen self-service.”
Public services organizations are faced with complexity, needing to respond to policy changes and legislation while often having outdated legacy systems fueling their back-end processes. With digitization now ubiquitous across society at large, governmental organizations are looking to integrate digital technologies into their modernization strategy to create value for the public. A key aspect of citizen engagement is to interact with people according to their digital preferences in a way that reflects their digital experience in industries like retail and travel.
“The digital economy has impacted the way consumers engage with brands, and the same applies for interacting with government agencies,” said Matthias Goehler, senior vice president of industry solutions for SAP Hybris.* “We believe the public sector has a great opportunity to transform and improve citizen engagement, and the new solution is equipping and empowering them to meet these expectations quickly, efficiently, and through digital channels.”
Public sector organizations can use the citizen engagement accelerator to save time through fast implementation of citizen engagement projects, using prebuilt capabilities and templates specific to the needs of public service agencies. Importantly, it offers citizens the use of digital channels for all types of service requests, thereby lowering customer service costs.
*SAP Hybris is a new brand name launched in January 2016 to represent the SAP solutions for customer engagement and commerce as well as the offerings, employees, and business of acquired company hybris AG, which continues to be our legal entity until integration with SAP is complete.