SAP Solution Speeds the Deployment of Government-Operated Contact Centers


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SAPR CRM Rapid-Deployment Solution for Citizen Contact Center Helps Cities
Run Better Than Ever
Aug. 2, 2012
SAP NEWSBYTE – August 02, 2012 – SAP AG (NYSE: SAP) today announced the
release of the SAP CRM rapid-deployment solution for citizen contact center
as part of the SAP Urban Matters program. The solution, now generally
available, helps simplify and accelerate the implementation of a government
multi-channel contact center, enabling governments to provide services and
information to citizens in a consistent manner while providing the highest
levels of customer service. The solution also allows governments to more
efficiently manage and monitor their organizations and operations.

The SAP CRM rapid-deployment solution for citizen contact center is a
combination of software, pre-configured content and pre-defined services
specifically tailored for government multi-channel contact centers. The
solution supports phone, email, online and chat channels, and is delivered
with low upfront cost thanks to fixed-price and timeframe implementation
services that mitigate financial risk and uncertainty. As a result of
pre-configuration and the rapid-deployment methodology, governments can
deploy in less than 12 weeks.

“Governments everywhere are looking for ways to increase efficiency, improve
services and get citizens more engaged,” said Jens Romaus, senior vice
president and global head, Public Services Industry Solutions, SAP. “The
rapid deployment of citizen contact center with CRM enables our customers to
quickly benefit from superior functionality combined with industry best
practices. The solution can be deployed quickly for a fixed cost, helping
them achieve quick results while minimizing the risks typically associated
with a new software project.”

The SAP Urban Matters program focuses on helping urban governments improve
the lives of citizens. The SAP CRM rapid-deployment solution for citizen
contact center enables governments to increase engagement with citizens,
improve efficiency, deliver better services, address social inclusion and
become more open. The solution is built using a shared service model concept
that enables the core customer relationship management (CRM) capabilities to
be reused for future projects, helping further increase return on investment
(ROI). SAP has additional public sector solutions for social services,
public security, tax and revenue management, citizen services and grantor
management that can leverage this framework. Customers can also support
social channels and mobile deployments as an extension of the solution as
their needs evolve.

“At a time when governments worldwide are grappling with shrinking budgets,
there is still a need to improve the level of service to constituents,” said
Steven Birdsall, senior vice president and general manager, SAP Rapid
Deployment solutions. “The SAP CRM rapid-deployment solution for citizen
contact center helps to unlock hidden efficiencies and resources through a
proven and predictable solution that will deliver benefits in weeks. This
modular approach opens a path to ongoing improvements, extending the
functionality into new service channels, such as social or mobile, or new
business needs, such as analytics.”

SAP Rapid Deployment solutions combine pre-configured content, best
practices and pre-defined services to quickly deploy a wide gamut of
enterprise technology with rapid cost-savings. Enterprises achieve full
visibility over their deployments thanks to a defined scope with predictable
costs. The average timeframe for a typical deployment is less than 90 days,
which helps customers lower the cost of implementation, speed time to value
and extend the solution when needed. In addition to this solution, SAP Rapid
Deployment solutions are available to public sector customers across the
full SAP portfolio, including all environments – on premise, cloud and
mobile – to quickly and incrementally adopt new business functionality and
innovative solutions for in-memory computing, analytics, mobility and more.
For more information, visit the SAP Newsroom. Follow SAP on Twitter at


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