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.
