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B-dul INDEPENDENTEI Nr.18 , Bl.B6-PROCONS - BRAILA Tel. 0239-61.22.30. Fax : 0239-61.95.78 www.procons.ro /// email

B-dul INDEPENDENTEI Nr.18 , Bl.B6-PROCONS - BRAILA

Tel. 0239-61.22.30.

Fax : 0239-61.95.78

/// email : office@procons.ro

Serviciile Administraţiei Publice locale puse la dispoziţia cetăţenilor şi mediului economico-social prin intermediul CONTACT CENTER / CALL CENTER

2004 - 2005

PREZENTARE SINTETICĂ

a proiectului

„Serviciile Administraţiei Publice Locale – APL puse la dispoziţia cetăţenilor şi mediului economico-social prin intermediul CONTACT CENTER – CALL CENTER”

Prezentare:

INFOSOC C6

Broşură Sintetică

CD - BroSint.ppt şi BroSint.pdf

Capitolul 1

Structura şi interacţiunea Administraţiei Publice Locale cu mediul social- economic înconjurător

Anvelopa de interfaţă CONTACT CENTER – CALL CENTER

Fluxul comunicaţional al CONTACT CENTER

PRIMĂRIA MUNICIPIULUI Proiecte Mass - media Camera de comerţ de hotărâri Consilieri locali municipali PROIECTE
PRIMĂRIA MUNICIPIULUI
Proiecte
Mass - media
Camera de comerţ
de hotărâri
Consilieri locali municipali
PROIECTE
Organizaţii
Asociaţii profesionale
de
studenţeşti
Hotărâri
PROPUNERI
dezvoltare
Contacte directe
pe termen
Contacte directe
Grup planificare
SESIZĂRI
Consilieri
şi experţi externi
mediu
strategică
şi
ONG + uri
Sindicate
lung
Audienţe
PRIMAR
Asociaţii de locatari
Patronate
Audienţe
Coordonare
Directive pentru
aplicarea hotărârilor
VICEPRIMAR 1
VICEPRIMAR 2
Acces CALL
Acces CALL
CENTER
CENTER
Direcţii şi Servicii specializate ale Primăriei
CALL CENTER - CONTACT CENTER
STRUCTURĂ DE AGENŢI, ECHIPEMENTE, BAZE DE DATE ŞI PROGRAME
Acces
Acces
Acces
Acţiuni
Acţiuni
CALL CENTER
CALL CENTER
CALL CENTER
Învăţământ
Sănătate
Cultură şi culte
CETĂŢENI ŞI SOLICITĂRI
DE INFORMAŢII OPERATIVE
Industrie
Servicii
Comerţ
Turism
Reţele de utilităţi
Case de copii
Transport urban
IMM - Mici întrerinzători
Pensionari
Tineret
Sport
SOCIETĂŢI ÎN SUBORDINEA
PRIMĂRIEI
Persoane fizice autorizate
Utilităţi - Regii autonome
PROBLEME SOCIALE
MEDIUL DE AFACERI
Reacţii şi informaţii
Reacţii şi informaţii

FLUXUL COMUNICAŢIONAL AL CONTACT CENTRE

1b

INFRASTRUCTURĂ DE COMUNICAŢII DIGITALE DE BANDĂ LARGĂ PENTRU ADMINISTRAŢIE ŞI UNITĂŢILE BUGETARE

(Centric IP)

Reţea proprie

Operatori publici

Operatori privaţi

1a ADMINISTRAŢIE LOCALĂ PRIMĂRIE Direcţii şi Servicii de specialitate Reglementări Legislaţie Aplicaţii
1a
ADMINISTRAŢIE LOCALĂ
PRIMĂRIE
Direcţii şi Servicii de
specialitate
Reglementări
Legislaţie
Aplicaţii informatice
Baze de date
Reţele locale
Intranet

2 CALL CENTRE

IP - CENTRIC - Voce, VoIP, Mail voice, e-mail, WEB

AGENŢI UMANI

Centre de

competenţă

distribuite

CONTACT CENTRE

FUNCŢII DE BAZĂ

ACD - Automatic Call Distribution IVR - Interactive Voice response CTI - Computer Telephony Integration

Acces prin telefon DTMF

3

Acces prin aplicaţii WEB VoIP, e-mail, Internet, Intranet

MEDIUL EXTERN SOCIO - ECONOMIC / CETĂŢENI Nevoile de informare spre şi dinspre oragnele de specialitate ale administraţiei

Capitolul 2

Analiza ORGANIZAŢIONAL – COMUNICAŢIONALĂ

- Structuri organizatorice

- Fluxuri informaţionale

- Distribuţia geografică şi structura sistemului de comunicaţii

Straturile unei construcţii informatice

- Stratul IT al tehnologiei informaţiei

- Stratul C al comunicaţiilor

- Stratul Aplicaţii de interfaţă între apelanţi şi apelaţi

Sisteme informatice în APL

- În viziunea Oracle – Primăria Galaţi

- În viziunea SIVECO

- Alte propuneri pentru SI şi aplicaţii în APL

- O soluţie Europeană pentru Sectorul Public – SAP Public Sector Solution şi mySAP CRM – Interaction Center (CD-ul anexat)

ANALIZA ORGANIZATIONAL - INFORMATIONALA

Stuctura organizationala Fluxuri informationale Distributia geografica si structura comunicationala - Fluxuri interne
Stuctura organizationala
Fluxuri informationale
Distributia geografica si
structura comunicationala
- Fluxuri interne – circulatia interna a
documentelor
Unitate
Unitate
SATELIT
SATELIT
NUCLEU
Consiliul Local
Primarie
- Fluxuri de legatura intre Nucleu si Unitatile
satelit
Directii si Servicii
Unitate
Unitate
SATELIT
SATELIT
- Fluxuri de interes public
Arhitectura de subordonare/ supraordonare
Regulamente de organizare si functionare
- Ce INFORMATII raman in sistem?
(se distrug sau se arhiveaza)
- Amplasamente
- Resurse de comunicatii existente
- Ce INFORMATII circula?
- Ce INFORMATIIsunt puse la dispozitia
mediului extern?
- Canale fizice existente indiferent de
operator sau proprietar
CONSECINTA

ANALIZA SI PROIECTAREA INFORMATIONAL

– INFORMATICA

Constructia Sistemului Informatic pentru NUCLEU SI Sateliti

Pentru managementul intern

- Subsisteme si aplicatii

- Baze de date

- Arhive

Pentru interactiunea cu mediul (informatii la dispozitia publicului)

- Subsisteme si aplicatii

- Baze de date (generale, specializate

- Aplicatii de cautare, regasire, filtrare si CTI

Straturile unei constructii informatice Stratul legislativ / normativ 1 De functionare interna Etapele preliminare
Straturile unei constructii
informatice
Stratul legislativ /
normativ
1
De functionare interna
Etapele preliminare
de analiza structural / organizatorica
si informatioanl / informatica
IT
2
De interactiune cu
mediul
U1
Stratul informational / informatic
HARD - SOFT
U2
Cetateni
Institutii
Mijloacele APELATULUI
C
NUCLEU
APELANTI
PLATFORMA DE
INTERCONEXIUNE
APELAT
Agenti
economici
Mijloacele APELANTULUI
U(n)
U3
U(n-1)
Mijloacele de prezentare si
canalele existente la dispozitia
utilizatorilor finali
Unitati Satelit apelate
Centre de
IT&C
Consiliere si
Informare a
cetatenilor
Serviciile informationale puse la
dispozitia apelantilor
Stratul comunicational

SISTEM INFORMATIC INTEGRAT PENTRU ADMINISTRATIA PUBLICA LOCALA (IN TEHNOLOGIE ORACLE)

Retea Nationala a Administratiilor Publice Locale
Retea Nationala a Administratiilor
Publice Locale
Cetatean Primar Viceprimari Secretar Consiliul Local Serviciul Contecios Directia Economica Juridic Directia
Cetatean
Primar
Viceprimari
Secretar
Consiliul Local
Serviciul Contecios
Directia Economica
Juridic
Directia Fiscalitate
Serviciul Audit Intern
ERP
TcInf Applications
B.D.U.
Baza de date urbana
Directia Administratie
Publica Locala
Directia Tehnica
Directia Gestiunea
Serviciul Resurse Umane
Patrimoniului
C.I.C.
Directia Administratie si
Dezvoltare Urbana
Centrul pentru
G.I.S.
(PUG, PUZ, PUD)
Serviciul Protectie Civila
Informarea Cetateanului

Administratia Financiara, Evidenta Populatiei, Directia de Statistica , Proiect SA, Inspectia in Constructii

de Statistica , Proiect SA, Inspectia in Constructii Transport Urban , Adm. Pietelor, Salubritate, Invatamint,

Transport Urban, Adm. Pietelor, Salubritate, Invatamint, Sanatate, Cultura

, Adm. Pietelor, Salubritate, Invatamint, Sanatate, Cultura Iluminatul Public, Retea semaforizare, Cablu TV, Linmii
, Adm. Pietelor, Salubritate, Invatamint, Sanatate, Cultura Iluminatul Public, Retea semaforizare, Cablu TV, Linmii
, Adm. Pietelor, Salubritate, Invatamint, Sanatate, Cultura Iluminatul Public, Retea semaforizare, Cablu TV, Linmii

Iluminatul Public, Retea

semaforizare, Cablu TV, Linmii electrice/ Transurb electrice/ Transurb

Apaterm

Electrica

RomGaz

RomtelecomCultura Iluminatul Public, Retea semaforizare, Cablu TV, Linmii electrice/ Transurb Apaterm Electrica RomGaz

Alte aplicatii
Alte aplicatii

Gestionare

documente

Alte aplicatii Gestionare documente Sisteme de fisiere Gestionare documente S c a n n e r

Sisteme de

fisiere

Gestionare

documente

Scanner

Fax

Introducerea automata sau manuala in sistem a documentelor

Mediu extern de stocare

Referire

documente

SIVServices

SIVWin

Gestionare

documente

SIVLibrary

Stocare interna

Referinta externa

Definire drepturi de acces la informatii

SIVAdmin

externa Definire drepturi de acces la informatii SIVAdmin Producere evenimente si trimitere notificari Salvare

Producere evenimente si trimitere notificari

Salvare rezultate

prelucrari

Referire

documente

SIVWorkflow

prelucrari Referire d o c u m e n t e SIVWorkflow SIVNotifier ! Trimitere documente

SIVNotifier

!

Trimitere

documente

Referire si salvare documente

SIVExchange

SIVExchange

Producere

evenimente si

trimitere notificari

Edition 2004

Strategic Program Management

Strategic & Capital Planning

Decision Support & Data Warehousing

Program Formulation & Evaluation

 

Performance Results

Budget Preparation

Measurement

   

Management

   

Cash Management & Treasury

Financial Management

Financial Accounting

Accounting

Budget Execution

Grants Management

Operations

Records

 

Technical Assets Management

Real Estate

Facility & Fleet Management

Program & Project Management

Travel Management

Management

Management

Management

Human Resource Management

Employee Life-

Cycle

 

Employee

Transaction

 

Time

Management

Payroll

Accounting

Position

Budgeting &

 

HCM Service

Delivery

Strategic

Planning &

Management

Management

   

Control

   

Alignment

           

Monitor

   

Procurement & Supplier Relationship Management

Define

Requirement

Market Research

Synopsis & RFx

Evaluate

Responses

Issue Purchase

Order or

Contract

Performance/Co

ntract

Administration

Inventory

Management

               
           

Renewal &

     

Constituent Services

Multi-Channel Service Request

 

Request

Processing

Service Delivery

Billing &

Accounting

Periodic

Processes

Inquiries

 

Security &

Authentication

             

Compliance

   

Tax & Revenue Management

Registration

 

Tax Filing

 

Return

Processing

 

Payments &

Collections

Taxpayer

Accounting &

Services

Case

Investigation &

Enforcement

Revenue

Accounting

             

Public Security

Border &

Transportation

   

Emergency

Personnel

 

Incident Response & Case Management

Stockpile

Management

Information Sharing & Analysis

 

Enterprise

Architecture

Security

Energ

Preparedness

 

Government Programs

National

Defense

y,

Water &

Waste

Manageme

Airport &

Port

Authority

Services

Public

Health

Insurance

Fuels

Manageme

nt

Education

Service

Providers

e

Governmen

t

Social

Services

nt

Public Sector / 2, 07 December 2004

nt Education Service Providers e Governmen t Social Services nt Public Sector / 2, 07 December

Strategic Program Management

Strategic & Capital Planning

Decision Support & Data Warehousing

Program Formulation & Evaluation

 

Budget Preparation

Performance Results Measurement

Data Warehousing Program Formulation & Evaluation   Budget Preparation Performance Results Measurement
Data Warehousing Program Formulation & Evaluation   Budget Preparation Performance Results Measurement

Government Relationship Management to Stakeholders  Budget Preparation Performance Results Measurement (S22) Public-Private Partnership (B12) Planning &

(S22)

Public-Private PartnershipGovernment Relationship Management to Stakeholders (S22) (B12) Planning & Simulation/ABC Modeling (B12, S60, P2,

(B12)

Planning & Simulation/ABC Modeling (B12, S60, P2, P3) (B12, S60, P2, P3)

Internet Information Sourcing (B12, S22) (B12, S22)

Balanced Scorecard (S22) (S22)

Warehouse Population with SAP & External Data (B12) (B12)

Business Content (B12) (B12)

User Specific Information Deployment (B12) (B12)

Prepared & Ad-hoc Multidimensional Analysis (B12, P63) (B12, P63)

Web-Based Reporting (B12) (B12)

Geographic Information Analysis (P36, B12) (P36, B12)

Data Modeling, Extraction, & Mining (B12, S22)

Balanced Scorecard (S22) (S22)

Program Definition (S60) (S60)

Program Estimation (B12) (B12)

Definition of Qualitative & Quantitative Goals(S22) Program Definition (S60) Program Estimation (B12) Program Submission & Approval (S60, B12) Fund Sourcing

Program Submission & Approval (S60, B12) (S60, B12)

Fund Sourcing (S60) (S60)

Program Tracking & Reporting (S60, B12) (S60, B12)

Audit & Compliance (S60) (S60)

SAP Product Available SAP Product Available with Future Releases Future Focus

SAP Product Available

SAP Product Available with Future Releases

Future Focus

Public Sector / 3, 07 December 2004

Partner Product Available Partner Product Available with Future Releases Collaborative Business Map Available

Partner Product Available

Partner Product Available with Future Releases

Collaborative Business Map Available

Budget Guidelines (B12) (B12)

Historical Data Collection (S60, B12) (S60, B12)

Cost Simulation, Revaluation, Forecasting, & Analysis (S60, (S60,

B12)

Salary & Benefit Budgeting (S60, S23, B12) (S60, S23, B12)

Decentralized Responsibility (S60, B12) (S60, B12)

Budgeting Approaches (Performance, Program, Zero- Based, & Object of Expenditure, Output Oriented) (S60, B12) (S60, B12)

Budget Approval Cycle (S60, (S60,

B12)

Budget PublicationOriented) (S60, B12) Budget Approval Cycle (S60, B12) Business Process Performance Analysis using KPI Value

Business Process Performance Analysis using KPI Value Reporting, Balanced Scorecard Modelling (B12, S22) (B12, S22)

Benchmarking (B12) (B12)

Define Outputs/Results (S60, (S60,

B12)

Estimate Outputs/Results (S60, B12) (S60, B12)

Track & Analyze Results (S60, (S60,

B12)

Earned Value Analysis (S60, (S60,

B12)

Sxx, Vxx, Bxx Pxx

For more information see: http://www.sap.com

SAP Product & Service Partner Product

(S60, B12) Sxx, Vxx, Bxx Pxx For more information see: http://www.sap.com SAP Product & Service Partner

Financial Management

 

Financial Accounting

Management Accounting

Budget Execution

Grants Management

Cash Management & Treasury

Financial Accounting Management Accounting Budget Execution Grants Management Cash Management & Treasury
Financial Accounting Management Accounting Budget Execution Grants Management Cash Management & Treasury

General Ledger (S60) (S60)

Accounts Receivable (S60, (S60,

S174)

Accounts Payable (S60) (S60)

Fixed Assets Accounting (S60) (S60)

Bank Accounting (S60) (S60)

Cash Journal Accounting(S60) Fixed Assets Accounting (S60) Bank Accounting (S60) (S60) Inventory Accounting (S60) Tax Accounting (S60)

(S60)

Inventory Accounting (S60) (S60)

Tax Accounting (S60) (S60)

Accrual Accounting (S60) (S60)

Profit Center Accounting (S60) (S60)

Cost Center & Internal Order Accounting (S60) (S60)

Project Accounting (S60) (S60)

Investment ManagementInternal Order Accounting (S60) Project Accounting (S60) (S60) Product Cost Accounting (S60) Profitability Accounting

(S60)

Product Cost Accounting(S60) Project Accounting (S60) Investment Management (S60) (S60) Profitability Accounting (S60) Revenue & Cost

(S60)

Profitability Accounting (S60) (S60)

Revenue & Cost PlanningCost Accounting (S60) Profitability Accounting (S60) (S60) Transfer Pricing (S60) Budgetary Distribution

(S60)

Transfer Pricing (S60) (S60)

Budgetary Distribution Availability Control (S60) (S60)

Active Availability Control(S60) Budgetary Distribution Availability Control (S60) (S60) Funds Reservation & Encumbrances (S60) Cash &

(S60)

Funds Reservation & Encumbrances (S60) (S60)

Cash & Accrual Based Budget Execution (S60) (S60)

Funding Authority & Release Management (S60) (S60)

Workflow-Enabled Commitment Handling (S60) (S60)

Real-Time Budget Status Reporting (S60) (S60)

Commitment Processor (S61) (S61)

SAP Product Available SAP Product Available with Future Releases Future Focus

SAP Product Available

SAP Product Available with Future Releases

Future Focus

Public Sector / 4, 07 December 2004

Partner Product Available Partner Product Available with Future Releases Collaborative Business Map Available

Partner Product Available

Partner Product Available with Future Releases

Collaborative Business Map Available

Grantee: Grants & Subsidies Proposal, Application & Preaward (S175, S60) (S175, S60)

Grantee: Approval/Award Contract Budget (S60) (S60)

Grantee: Accounting, Billing, Cost Sharing (S60) (S60)

Grantee: Reporting & Closeout(S60) Grantee: Accounting, Billing, Cost Sharing (S60) (S60) Grantor: Program Maintenance Grantor: Budgeting &

(S60)

Grantor: ProgramCost Sharing (S60) Grantee: Reporting & Closeout (S60) Maintenance Grantor: Budgeting & Forecasting Grantor:

Maintenance

Grantor: Budgeting & ForecastingReporting & Closeout (S60) Grantor: Program Maintenance Grantor: Applicant/Contact Maintenance Grantor: Application

Grantor: Applicant/Contact MaintenanceProgram Maintenance Grantor: Budgeting & Forecasting Grantor: Application Creation/Maintenance Grantor:

Grantor: Application Creation/Maintenance& Forecasting Grantor: Applicant/Contact Maintenance Grantor: Assessment Grantor: Grant Agreement Grantor:

Grantor: AssessmentMaintenance Grantor: Application Creation/Maintenance Grantor: Grant Agreement Grantor: Payment Grantor:

Grantor: Grant AgreementApplication Creation/Maintenance Grantor: Assessment Grantor: Payment Grantor: Monitoring Grantor:

Grantor: PaymentGrantor: Assessment Grantor: Grant Agreement Grantor: Monitoring Grantor: Repayment/Loans Grantor:

Grantor: MonitoringAssessment Grantor: Grant Agreement Grantor: Payment Grantor: Repayment/Loans Grantor: Reporting/Audit/Closeout

Grantor: Repayment/LoansGrant Agreement Grantor: Payment Grantor: Monitoring Grantor: Reporting/Audit/Closeout Outbound Data (Electronic

Grantor:Payment Grantor: Monitoring Grantor: Repayment/Loans Reporting/Audit/Closeout Outbound Data (Electronic Banking)

Reporting/Audit/Closeout

Outbound Data (Electronic Banking) (S22, S8, S128) (S22, S8, S128)

Liquidity Planning (S118) (S118)

Financial Investment Management (S22, S60, S8, (S22, S60, S8,

S130)

Debt Management (S22, S60, S8, S130) (S22, S60, S8, S130)

Foreign Exchange Management (S22, S60, S8, (S22, S60, S8,

S 1 3 0 ) Market Risk Analysis & S130) Market Risk Analysis &

Decision Support (S22, S60, S8, S130)

Credit Risk Analysis & Limit Management (S22, S60, S8, (S22, S60, S8,

S130)

Electronic Banking Communication (P34, P70, (P34, P70,

S128)

Sxx, Vxx, Bxx Pxx

For more information see: http://www.sap.com

SAP Product & Service Partner Product

P70, S128) Sxx, Vxx, Bxx Pxx For more information see: http://www.sap.com SAP Product & Service Partner

Operations Management

 

Technical Assets Management

Technical Assets Management
 

Real Estate

Facility & Fleet Management

Program & Project Management

 

Records Management

Records Management Management Travel Management

Management

Travel Management

Travel Management

Records Capture (S175) (S175)

Record Processing (B20, B7, P9, S175) (B20, B7, P9, S175)

Business Object Integration (B28, S175) (B28, S175)

Folder Contents,(B20, B7, P9, S175) Business Object Integration (B28, S175) Knowledge Management, and Search & Retrieval (B28,

Knowledge

Management, and

Search & Retrieval (B28,

S175, Incoming P9) Document Incoming P9) Document

Handling (S175, P9,

B28)

Monitoring & Auditing (S175, B28) (S175, B28)

Access & Security (B28, (B28,

Retention & Disposal (S175, P9)

S175)

Forms & Documents (S14, S175, B29) (S14, S175, B29)

e-justice (S175) (S175)

Portal Based Records Management (B28, B20) (B28, B20)

Structuring Technical Assets (S62) (S62)

Serial Number Management (S62) (S62)

Classification (S62) (S62)

Change Management(S62) Serial Number Management (S62) Classification (S62) (S62) Variant Configuration (S62) Material Management (S62)

Management (S62) Classification (S62) Change Management (S62) Variant Configuration (S62) Material Management (S62)

(S62)

Variant Configuration

(S62)

Material Management(S62) Change Management (S62) Variant Configuration (S62) (S62) BOM Management (S62) Document Management System

(S62)

BOM Management (S62) (S62)

Document Management System (S62) (S62)

Approvals (S62) (S62)

Warranty Management(S62) Document Management System (S62) Approvals (S62) (S62) Management of Production Resource Tools (S62) Counter

(S62)

Management of Production Resource Tools (S62) (S62)

Counter and Measurement Readings(S62) Management of Production Resource Tools (S62) Interfacing (S62) Industry- Specific Systems (GIS, SCADA,

Interfacing (S62) Industry- (S62) Industry-

Specific Systems (GIS, SCADA, CAD) (S62)

Property Acquisition and Disposal (S62, S60, (S62, S60,

S201)

Property Portfolio (S201,

S60, S62, B9, P14, P36)and Disposal (S62, S60, S201) Property Portfolio (S201, Commercial Management (S201, S60, Technical S64)

Commercial Management (S201, (S201,

S60, Technical S64) Management Technical S64) Management

(S201, S62, S64, S63, S14, V42, P75, P14)

Controlling & Reporting (S201, S60, B12) (S201, S60, B12)

Fixed Assets AccountingV42, P75, P14) Controlling & Reporting (S201, S60, B12) (S60) Fixed Asset Inventory Management (S60, S62)

(S60)

Fixed Asset Inventory Management (S60, S62) (S60, S62)

Simulation Functions(S60) Fixed Asset Inventory Management (S60, S62) (S22) Leasing (S60) Time- and/or Performance-Based

Asset Inventory Management (S60, S62) Simulation Functions (S22) Leasing (S60) Time- and/or Performance-Based

(S22)

Leasing (S60)

Time- and/or Performance-Based(S60, S62) Simulation Functions (S22) Leasing (S60) Preventive Maintenance Notification (S62) & Order

Preventive Maintenance

Notification (S62) & Order Processing (S62) (S62) & Order Processing (S62)

Mobile Asset Management (S62) (S62)

Equipment History Tracking (S62) (S62)

Fleet Master Data (S62) (S62)

Catalog Integration & E- Procurement of MRO Parts (S62) (S62)

Fleet Performance Checks (S62, S34) (S62, S34)

Effective Maintenance With VMRS Codes (S62) (S62)

Fleet Management (S62) (S62)

Project Builder & Project Planning Board (S62) (S62)

Budget (S62) (S62)

Project Structures (S62) (S62)

ResourceBoard (S62) Budget (S62) Project Structures (S62) Planning/Workforce Planning (S62) Scheduling Functions

Planning/Workforce

Planning (S62)

Scheduling Functions(S62) Resource Planning/Workforce Planning (S62) (S62) Project Information System (S62) Resource-Related

(S62)

Project Information System (S62) (S62)

Resource-Related Billing (S62, S64, S59) (S62, S64, S59)

Resource & ProgramSystem (S62) Resource-Related Billing (S62, S64, S59) Management (S70) Travel Request & Pre- trip approval

Management (S70)

Travel Request & Pre- trip approval (S60, S61, (S60, S61,

S22)

Travel Planning - OnlineTravel Request & Pre- trip approval (S60, S61, S22) Booking (S60, S61, S22) Travel Expense Management

Booking (S60, S61, S22)

Travel Expense Management (S60, S61, P78, S22) (S60, S61, P78, S22)

Mobile Self Service - Anytime & Anywhere (S60, S61, P6, S22) (S60, S61, P6, S22)

Global Travel Policy Compliance (S60, S61, (S60, S61,

S22)

Analytics (S60, S61, (S60, S61,

S22)

Connecting Technical and Commercial AssetsCompliance (S60, S61, S22) Analytics (S60, S61, S22) SAP Product Available SAP Product Available with Future

SAP Product Available SAP Product Available with Future Releases Future Focus (S62) (S62)

SAP Product Available

SAP Product Available with Future Releases

Future Focus

(S62)

(S62)

SAP Product Available SAP Product Available with Future Releases Future Focus (S62) (S62)

Partner Product AvailablePartner Product Available with Future Releases Collaborative Business Map Available

Partner Product Available with Future Releases

Collaborative Business Map AvailablePartner Product Available Partner Product Available with Future Releases

IT Asset Management

Public Sector / 5, 07 December 2004

Sxx, Vxx, Bxx Pxx

For more information see: http://www.sap.com

SAP Product & Service Partner Product

December 2004 Sxx, Vxx, Bxx Pxx For more information see: http://www.sap.com SAP Product & Service Partner

Human Resource Management

Employee Life-Cycle Management

Employee

Transaction

Time Management

Payroll Accounting

Position Budgeting & Control

HCM Service

Strategic Planning & Alignment

Management

Management Delivery

Delivery

Recruiting & Talent Management (S5) (S5)

Enterprise Learning (S24, S66) (S24, S66)

Performance Management (S61) (S61)

Compensation Management (S61) (S61)

Workforce Deployment (S14, S61, S23, S70, S59, (S14, S61, S23, S70, S59,

S21)

HR Adminstration(S61) Workforce Deployment (S14, S61, S23, S70, S59, S21) (S61) Organizational Management (S61) Expatriate Management

Deployment (S14, S61, S23, S70, S59, S21) HR Adminstration (S61) Organizational Management (S61) Expatriate Management

Deployment (S14, S61, S23, S70, S59, S21) HR Adminstration (S61) Organizational Management (S61) Expatriate Management

(S61)

Organizational Management (S61)

Expatriate

Management (S61)

BenefitsManagement (S61) Expatriate Management (S61) Management (S61) Global Payroll (S61, S52) Seniority

Management (S61)

Global Payroll (S61, (S61,

S52)

Seniority Calculation(S61) Benefits Management (S61) Global Payroll (S61, S52) (S61) Compliance Tracking & Reporting (S61) Pension

(S61)

Compliance(S61) Global Payroll (S61, S52) Seniority Calculation (S61) Tracking & Reporting (S61) Pension Administration

Tracking &

Reporting (S61)

Pension Administration (S61) (S61)

Time & Attendance& Reporting (S61) Pension Administration (S61) (S61) Absence & Attendance Quotas (S61) Leave

(S61)

Absence &

Attendance Quotas

(S61) Leave

(S61) Absence & Attendance Quotas (S61) Leave Administration (S61) Time Accounts & Leave Accrual

(S61) Absence & Attendance Quotas (S61) Leave Administration (S61) Time Accounts & Leave Accrual

Administration (S61)

Time Accounts & Leave Accrual (S61) (S61)

Shift Planning (S61) (S61)

Time Data

Administration (S61)

Availability

Management for

Projects (S61)

Integration with SAP & Third-Party Applications (S61) (S61)

Integration with SAP & Third-Party Applications (S61) Payroll Calculation, Run, & Payslips/Checks Posting

Integration with SAP & Third-Party Applications (S61) Payroll Calculation, Run, & Payslips/Checks Posting

Payroll Calculation, Run, &Integration with SAP & Third-Party Applications (S61) Payslips/Checks Posting (S61) to Accounting (S61)

Applications (S61) Payroll Calculation, Run, & Payslips/Checks Posting (S61) to Accounting (S61)

Payslips/Checks

Posting (S61) to

Accounting (S61)

Distribution of Actual Personnel Costs& Payslips/Checks Posting (S61) to Accounting (S61) (S61) Third-Party Remittance (S61) Organization &

to Accounting (S61) Distribution of Actual Personnel Costs (S61) Third-Party Remittance (S61) Organization &

(S61)

Third-Party

Remittance (S61)

Organization &Actual Personnel Costs (S61) Third-Party Remittance (S61) Staffing (S61) Commitment Processor (S61) Personnel Budget

Costs (S61) Third-Party Remittance (S61) Organization & Staffing (S61) Commitment Processor (S61) Personnel Budget

Costs (S61) Third-Party Remittance (S61) Organization & Staffing (S61) Commitment Processor (S61) Personnel Budget

Staffing (S61)

Commitment

Processor (S61)

Personnel Budget

Plan Management

(S61)

Pension PaymentProcessor (S61) Personnel Budget Plan Management (S61) (S61) Manager Self- Services (S61, S60) Employee Self

(S61)

Manager Self- Services (S61, S60) (S61, S60)

Employee Self Services (S60, S61,

Services (S61, S60) Employee Self Services (S60, S61, S53) Interaction Center (S61, S14) Alternate Delivery

S53)

Interaction CenterServices (S61, S60) Employee Self Services (S60, S61, S53) (S61, S14) Alternate Delivery Channels (S61, B26)

(S61, S14)

Alternate DeliverySelf Services (S60, S61, S53) Interaction Center (S61, S14) Channels (S61, B26) Human Resource Analytics (S61,

Channels (S61,

B26)

Human Resource Analytics (S61, B12) (S61, B12)

Balanced ScorecardChannels (S61, B26) Human Resource Analytics (S61, B12) (S61) Data Mining (P63) Strategic Workforce Planning (S61,

(S61)

Data Mining (P63) (P63)

Strategic Workforce(S61, B12) Balanced Scorecard (S61) Data Mining (P63) Planning (S61, S60) SAP Product Available SAP Product

Planning (S61, S60)

SAP Product Available SAP Product Available with Future Releases Future Focus

SAP Product Available

SAP Product Available with Future Releases

Future Focus

Public Sector / 6, 07 December 2004

Partner Product Available Partner Product Available with Future Releases Collaborative Business Map Available

Partner Product Available

Partner Product Available with Future Releases

Collaborative Business Map Available

Sxx, Vxx, Bxx Pxx

For more information see: http://www.sap.com

SAP Product & Service Partner Product

Map Available Sxx, Vxx, Bxx Pxx For more information see: http://www.sap.com SAP Product & Service Partner

Procurement & Supplier Relationship Management

Define Requirement

Market Research

Synopsis & RFx

Evaluate Responses

Issue Purchase Order or Contract

Issue Purchase Order or Contract

Monitor Performance/Contra ct Administration

Monitor Performance/Contra ct Administration

Inventory

Management

Determine Needct Administration Inventory Management (S64, S47) Funds Check (S64, S47, S175) Combine

(S64, S47)

Funds Check (S64, S47, S175) (S64, S47, S175)

Combine Requirements (S64, (S64,

Acquisition S47) Planning (S64, S47, S175) S47) Planning (S64, S47, S175)

Purchase Request (S47, S175) (S47, S175)

Process Purchase Request to the Buying Office (S47, (S47,

S65)

AssignedProcess Purchase Request to the Buying Office (S47, S65) Buyer/Contract Specialist (S175, S47) Check Existing Assets

Buyer/Contract

Specialist (S175,

S47)

Check Existing Assets or Inventory(S47, S65) Assigned Buyer/Contract Specialist (S175, S47) (S64) Check Required Sources (S47) Check Existing Long-Term

(S64)

Check Required(S175, S47) Check Existing Assets or Inventory (S64) Sources (S47) Check Existing Long-Term Ordering

Sources (S47)

Check ExistingAssets or Inventory (S64) Check Required Sources (S47) Long-Term Ordering Arrangements (S47) Conduct Market Survey

Long-Term Ordering Arrangements (S47)

Conduct Market(S47) Check Existing Long-Term Ordering Arrangements (S47) Survey (S47) Validate Market Survey Findings (S47)

Survey (S47)

Validate MarketOrdering Arrangements (S47) Conduct Market Survey (S47) Survey Findings (S47) Information for Bidders (S47, S175,

(S47) Conduct Market Survey (S47) Validate Market Survey Findings (S47) Information for Bidders (S47, S175,

Survey Findings

(S47)

Information for

Bidders (S47, S175,

B20)

Assess Responses from Potential Bidders (S46) (S46)

Solicitation SynopsisS175, B20) Assess Responses from Potential Bidders (S46) (S172) Vendor/Bidder Registration (S172, S47) Develop

(S172)

Vendor/Bidderfrom Potential Bidders (S46) Solicitation Synopsis (S172) Registration (S172, S47) Develop Criteria/Plan (S172)

Registration (S172,

S47)

Develop Criteria/Plan (S172) (S172)

Build SolicitationRegistration (S172, S47) Develop Criteria/Plan (S172) (S172) Pre-Solicitation Contact with Potential Bidders

(S172)

Pre-Solicitation Contact withS47) Develop Criteria/Plan (S172) Build Solicitation (S172) Potential Bidders (S172, S175, B20) Issue Solicitation

Potential Bidders (S172, S175, B20)

Issue SolicitationContact with Potential Bidders (S172, S175, B20) (S172) Solicitation Inquiries (S172) Version Management

(S172)

Solicitation InquiriesBidders (S172, S175, B20) Issue Solicitation (S172) (S172) Version Management (Amendments & Modifications)

(S172)

VersionB20) Issue Solicitation (S172) Solicitation Inquiries (S172) Management (Amendments & Modifications) (S172) Bid/RFP

Management

(Amendments &

Modifications)

(S172)

Bid/RFP Responses (S172, S175) (S172, S175)

Evaluate Business & Technical Proposals& Modifications) (S172) Bid/RFP Responses (S172, S175) & Past Performance (S64, S47) Request Clarifications

& Past Performance

(S64, S47)

Request Clarifications & Determine Competitive Range& Technical Proposals & Past Performance (S64, S47) Notify (S64, S47) Exclusions & Perform Pre-Award

Notify (S64, S47) Exclusions & Perform Pre-Award Debriefing (S172) (S64, S47) Exclusions & Perform Pre-Award Debriefing (S172)

Communications with Bidders (S64, S172, S62) (S64, S172, S62)

Receipt of Final Proposal Revisions (S172, S175) (S172, S175)

Pre-Award SurveysS172, S62) Receipt of Final Proposal Revisions (S172, S175) & Approvals (S175, S172) Obligate Funds (S175,

& Approvals (S175,

S172)

Obligate Funds (S175, S172, S60) (S175, S172, S60)

Prepare AwardApprovals (S175, S172) Obligate Funds (S175, S172, S60) (S172, S175) Government Reporting of Purchase Order or

(S172, S175)

Government Reporting of Purchase Order orObligate Funds (S175, S172, S60) Prepare Award (S172, S175) Contract Award Information (S172, S175, B12) Distribute

Contract Award Information (S172, S175, B12)

Order or Contract Award Information (S172, S175, B12) Distribute Purchase Orders or Contracts Document (S172)

Distribute Purchase

Orders or Contracts Document (S172)

Perform Post-AwardDistribute Purchase Orders or Contracts Document (S172) Debriefing (S175) Address Post-Award Protest (S175) Source

Debriefing (S175)

Address Post-AwardDocument (S172) Perform Post-Award Debriefing (S175) Protest (S175) Source Selection Decision (S175, S62)

Protest (S175)

Source SelectionDebriefing (S175) Address Post-Award Protest (S175) Decision (S175, S62) Conduct Post-Award Orientation (S175)

Decision (S175,

S62)

Conduct Post-Award Orientation (S175) (S175)

Inspect & Accept Goods/ Services (S175, S63) (S175, S63)

Process Contract(S175) Inspect & Accept Goods/ Services (S175, S63) Changes (S172) Prepare Management Award Information (S172,

& Accept Goods/ Services (S175, S63) Process Contract Changes (S172) Prepare Management Award Information (S172,

Changes (S172)

Prepare

Management Award

Information (S172,

Receive B12) & Approve B12) & Approve

Invoice (S60, S172)

Process Payment(S172, Receive B12) & Approve Invoice (S60, S172) (S172, S60) Initiate Closeout Procedures (S172, S175) Stock

(S172, S60)

Initiate Closeout Procedures (S172, (S172,

S175)

Stock Management on a Quantity & Value Basis (S64) (S64)

Goods MovementsStock Management on a Quantity & Value Basis (S64) (S64) Physical Inventory (S64) Materials Planning (S64,

(S64)

Physical Inventoryon a Quantity & Value Basis (S64) Goods Movements (S64) (S64) Materials Planning (S64, S1) Warehouse

(S64)

Materials PlanningBasis (S64) Goods Movements (S64) Physical Inventory (S64) (S64, S1) Warehouse Management (S64) SAP Product Available

(S64, S1)

Warehouse Management (S64) (S64)

SAP Product Available SAP Product Available with Future Releases Future Focus

SAP Product Available

SAP Product Available with Future Releases

Future Focus

Public Sector / 7, 07 December 2004

Partner Product Available Partner Product Available with Future Releases Collaborative Business Map Available

Partner Product Available

Partner Product Available with Future Releases

Collaborative Business Map Available

Sxx, Vxx, Bxx Pxx

For more information see: http://www.sap.com

SAP Product & Service Partner Product

Map Available Sxx, Vxx, Bxx Pxx For more information see: http://www.sap.com SAP Product & Service Partner

Constituent Services

Multi-Channel Service Request

Multi-Channel Service Request

Request Processing

Request Processing

Service Delivery

Billing & Accounting

Renewal & Periodic Processes

 

Inquiries

Security &

Authentication

Authentication

Interactive Forms  Inquiries Security & Authentication (S14) Interface for Scanned Paper- Forms (S14) Request

(S14)

Interface forSecurity & Authentication Interactive Forms (S14) Scanned Paper- Forms (S14) Request Creation by Employee

Scanned Paper-

Forms (S14)

Request Creation by Employee (S14) (S14)

Request Creation by Third Party (S14) (S14)

Interagency Service Request (S14) (S14)

Rule-Based Entryby Third Party (S14) Interagency Service Request (S14) Checking (S14) Exception Handling (S14) Approval Processes

Checking (S14)

Exception HandlingService Request (S14) Rule-Based Entry Checking (S14) (S14) Approval Processes (S14) Status Management (S14) Case

(S14)

Approval Processes

(S14)

Status Management(S14) Exception Handling (S14) Approval Processes (S14) (S14) Case Management (S14) Workflow (S14) Rule-Based

Handling (S14) Approval Processes (S14) Status Management (S14) Case Management (S14) Workflow (S14) Rule-Based

(S14)

Case Management(S14) Approval Processes (S14) Status Management (S14) (S14) Workflow (S14) Rule-Based Process Control (S14)

(S14)

Workflow (S14) (S14)

Rule-Based Process Control (S14) (S14)

Activity Management (S14) (S14)

CorrespondenceRule-Based Process Control (S14) Activity Management (S14) (S14) Issue of Official Notification (S14, B29) Service

(S14)

Issue of Official Notification (S14, (S14,

Correspondence (S14) Issue of Official Notification (S14, B29) Service Planning & Execution (S14) Creation &

Correspondence (S14) Issue of Official Notification (S14, B29) Service Planning & Execution (S14) Creation &

B29)

Service Planning &

Execution (S14)

Creation &

Management of

Permits, Licenses,

etc. (S14)

Calculation of Fees & Penalties (S14) (S14)

Billing of Fees & Penalties (S14) (S14)

Transfer of Billing

Results to

Constituent's

Financial Account

(S14, S174)

Results to Constituent's Financial Account (S14, S174) Periodic Billing (S14) Automatic Renewal Processing (S14)

Periodic Billing

(S14)

Automatic RenewalFinancial Account (S14, S174) Periodic Billing (S14) Processing (S14) Call Center (S14) Online Inquiry (S14)

Processing (S14)

Periodic Billing (S14) Automatic Renewal Processing (S14) Call Center (S14) Online Inquiry (S14) Process Status

Call Center (S14)

Online Inquiry (S14) (S14)

Process StatusProcessing (S14) Call Center (S14) Online Inquiry (S14) Information (S14) Financial Status Information (S174)

Information (S14)

Financial Status Information (S174) (S174)

Information (S14) Financial Status Information (S174) Registration Services (S14) Digital Signature (S14)

Registration

Services (S14)

Digital SignatureStatus Information (S174) Registration Services (S14) (S14) Security Standards (S14, B28) Authorizations (S14,

(S14)

Security Standards (S14, B28) (S14, B28)

Authorizations (S14, (S14,

B28)

SAP Product Available SAP Product Available with Future Releases Future Focus

SAP Product Available

SAP Product Available with Future Releases

Future Focus

Public Sector / 8, 07 December 2004

Partner Product Available Partner Product Available with Future Releases Collaborative Business Map Available

Partner Product Available

Partner Product Available with Future Releases

Collaborative Business Map Available

Sxx, Vxx, Bxx Pxx

For more information see: http://www.sap.com

SAP Product & Service Partner Product

Map Available Sxx, Vxx, Bxx Pxx For more information see: http://www.sap.com SAP Product & Service Partner

Tax & Revenue Management

Registration

Tax Filing

Return Processing

Payments &

Taxpayer

Accounting &

Compliance Case Investigation & Enforcement

Revenue

Collections

Collections Services Accounting

Services

Accounting

Debtor/Taxpayer Registration (S174, S14, B25) (S174, S14, B25)

Relations/Address Management (S174, (S174,

S14)

Admission/Licensing(S174, S14, B25) Relations/Address Management (S174, S14) (S14) Multi-Channel Tax Filing (S14) Filing Compliance

(S14)

Management (S174, S14) Admission/Licensing (S14) Multi-Channel Tax Filing (S14) Filing Compliance Handling

Management (S174, S14) Admission/Licensing (S14) Multi-Channel Tax Filing (S14) Filing Compliance Handling

Multi-Channel Tax

Filing (S14)

Filing Compliance

Handling (S174)

Tax Filing (S14) Filing Compliance Handling (S174) Tax Calculation (S14) Return Reconciliation, Tax assessment

Tax Filing (S14) Filing Compliance Handling (S174) Tax Calculation (S14) Return Reconciliation, Tax assessment

Tax Filing (S14) Filing Compliance Handling (S174) Tax Calculation (S14) Return Reconciliation, Tax assessment

Tax Filing (S14) Filing Compliance Handling (S174) Tax Calculation (S14) Return Reconciliation, Tax assessment

Tax Filing (S14) Filing Compliance Handling (S174) Tax Calculation (S14) Return Reconciliation, Tax assessment

Tax Calculation

(S14)

Return Reconciliation, Tax assessment (S14)

Tax Billing (S14,

S174)

Workforce

Management

Billing of Properties (S201, S174)

Workforce Management Billing of Properties (S201, S174) Debit & Cash Collection Management (S174)

Workforce Management Billing of Properties (S201, S174) Debit & Cash Collection Management (S174)

Workforce Management Billing of Properties (S201, S174) Debit & Cash Collection Management (S174)

Workforce Management Billing of Properties (S201, S174) Debit & Cash Collection Management (S174)

Workforce Management Billing of Properties (S201, S174) Debit & Cash Collection Management (S174)

Debit & Cash Collection Management (S174)

Interest/Penalty Calculation & Dunning Procedures

(S174)

Creditworthiness Assessment (S174,

S182)

Interactive Collections Management (S174,

External S14) & Internal Collection Agency Integration (S174)

S14) & Internal Collection Agency Integration (S174) Open-Item Management: Offset, Deferrals, Write-Offs,

S14) & Internal Collection Agency Integration (S174) Open-Item Management: Offset, Deferrals, Write-Offs,

S14) & Internal Collection Agency Integration (S174) Open-Item Management: Offset, Deferrals, Write-Offs,

S14) & Internal Collection Agency Integration (S174) Open-Item Management: Offset, Deferrals, Write-Offs,

S14) & Internal Collection Agency Integration (S174) Open-Item Management: Offset, Deferrals, Write-Offs,

Open-Item

Management:

Offset, Deferrals, Write-Offs, Interest Calculation Procedures (S174)

Refunds/Credits

(S174)

Communication &

Correspondence

Handling (S174)

Taxpayer/Debtor Inquiry & Call Center

(S14)

Taxpayer/Debtor Self Service (S170)

Dispute Management (S183, (S183,

S174)

Self Service (S170) Dispute Management (S183, S174) Compliance Case Detection (B12) Case Structure Definition

Self Service (S170) Dispute Management (S183, S174) Compliance Case Detection (B12) Case Structure Definition

Self Service (S170) Dispute Management (S183, S174) Compliance Case Detection (B12) Case Structure Definition

Self Service (S170) Dispute Management (S183, S174) Compliance Case Detection (B12) Case Structure Definition

Self Service (S170) Dispute Management (S183, S174) Compliance Case Detection (B12) Case Structure Definition

Compliance Case

Detection (B12)

Case Structure

Definition &

Hierarchy (S14)

Case Registration (S14, B5, P9)

Workforce Management (S14)

Case Processing

(S14, P9)

Alert Functions & Escalation Handling

(S14)

Forms & Documents (B5, S14, B29,

P221)

Access Authorization (B28) (B28)

Documents (B5, S14, B29, P221) Access Authorization (B28) General Ledger Accounting (S22) Funds Management (S60)

Documents (B5, S14, B29, P221) Access Authorization (B28) General Ledger Accounting (S22) Funds Management (S60)

Documents (B5, S14, B29, P221) Access Authorization (B28) General Ledger Accounting (S22) Funds Management (S60)

Documents (B5, S14, B29, P221) Access Authorization (B28) General Ledger Accounting (S22) Funds Management (S60)

Documents (B5, S14, B29, P221) Access Authorization (B28) General Ledger Accounting (S22) Funds Management (S60)

Documents (B5, S14, B29, P221) Access Authorization (B28) General Ledger Accounting (S22) Funds Management (S60)

General Ledger

Accounting (S22)

Funds Management

(S60)

Tax/Revenue Distribution (S174)

Reporting &

Analysis (B12)

Appraisal & Geographical Information System (GIS) Interfaces

Performance (P36)

Benchmarking (B12)

SAP Product Available SAP Product Available with Future Releases Future Focus

SAP Product Available

SAP Product Available with Future Releases

Future Focus

Public Sector / 9, 07 December 2004

Partner Product Available Partner Product Available with Future Releases Collaborative Business Map Available

Partner Product Available

Partner Product Available with Future Releases

Collaborative Business Map Available

Sxx, Vxx, Bxx Pxx

For more information see: http://www.sap.com

SAP Product & Service Partner Product

Map Available Sxx, Vxx, Bxx Pxx For more information see: http://www.sap.com SAP Product & Service Partner

Public Security

Border & Transportation Security

Emergency Personnel Preparedness

Emergency Personnel Preparedness

Incident Response & Case Management

Stockpile Management

Information Sharing & Analysis

Enterprise Architecture

Response & Case Management Stockpile Management Information Sharing & Analysis Enterprise Architecture

Trade Account & Contact ManagementSharing & Analysis Enterprise Architecture (S14) Significant Event Tracking (S14) Global Trade

(S14)

Significant EventArchitecture Trade Account & Contact Management (S14) Tracking (S14) Global Trade Compliance (S56) Cargo &

Tracking (S14)

Global TradeContact Management (S14) Significant Event Tracking (S14) Compliance (S56) Cargo & Visitor Selectivity &

Compliance (S56)

Cargo & Visitor Selectivity & Inspection (S14, S34, S65) (S14, S34, S65)

Foreign Trade Zone Management (S57, S7) (S57, S7)

International Trade Analytics & Decision Support (B12) (B12)

Public Security Strategic Document (S175, B16) (S175, B16)

Concept of Operations (S175, P36, B20) (S175, P36, B20)

Force Structure (S173) (S173)

Identification of Resource Requirements (S173, S70) (S173, S70)

Scheduling of Emergency Force Goal(S173) Identification of Resource Requirements (S173, S70) Implementation (S62, S70) Materials & Equipment

Implementation (S62,

S70)

Materials & Equipment Planning (S64, S1) (S64, S1)

Stock Management on a Quantity & Value Basis(S62, S70) Materials & Equipment Planning (S64, S1) (S64) Emergency Services Personnel Analysis (S61) Online EMS

(S64)

Emergency Services Personnel AnalysisS1) Stock Management on a Quantity & Value Basis (S64) (S61) Online EMS Training (S24) Geographic

(S61)

Online EMS TrainingBasis (S64) Emergency Services Personnel Analysis (S61) (S24) Geographic Information Analysis (P36, B12)

(S24)

Geographic Information Analysis (P36, B12) (P36, B12)

Record/Case Structure Definition & HierarchyTraining (S24) Geographic Information Analysis (P36, B12) (S175) Case Registration (S14, B5, S175, P9, P24) Shared

(S175)

Case Registration (S14, B5, S175, P9, P24) (S14, B5, S175, P9, P24)

Shared & Personal Notes (S175) (S175)

Proxy & Substitution(S14, B5, S175, P9, P24) Shared & Personal Notes (S175) Case Processing (S14, B20, B7, P24,

Case Processing (S14,

B20, B7, P24, P9)

(B28)

Alert Functions & Exception/EscalationSubstitution Case Processing (S14, B20, B7, P24, P9) (B28) Handling (B28) Information Classification (S175) Folder

Handling (B28)

Information Classification (S175) (S175)

Folder Contents Search & Retrieval (B28, S175, (B28, S175,

Forms & Documents (B5, S14, B29, P221)

P9)

Fees & Billing (S14) (S14)

Time & Expense Recording (S61, S60, P78, P75) (S61, S60, P78, P75)

Inquiries & Reporting (S14, B12, P205)

Access AuthorizationS60, P78, P75) Inquiries & Reporting (S14, B12, P205) Collaborative Planning & Forecasting (S1, S51) Exchange

Collaborative Planning & Forecasting (S1, S51) (S1, S51)

Exchange Data with Suppliers (S1, S51) (S1, S51)

Automatic Purchase Order Generation for Vendor-Managed Inventory (S1, S51, S64) (S1, S51, S64)

Requisition & PurchaseGeneration for Vendor-Managed Inventory (S1, S51, S64) Order Management (S48, S1) Inventory Management (S64)

Order Management (S48, S1)

Inventory ManagementS64) Requisition & Purchase Order Management (S48, S1) (S64) Warehouse Management (S6, S64) Radio

(S64)

Warehouse Management (S6, S64) (S6, S64)

RadioInventory Management (S64) Warehouse Management (S6, S64) Frequency/Barcoding Supply (S6, S64) Orders (S54) Product

Frequency/Barcoding

Supply (S6, S64) Orders (S54) (S6, S64) Orders (S54)

Product ConfigurationRadio Frequency/Barcoding Supply (S6, S64) Orders (S54) (S51) Product Availability (S51) Material Safety Data Sheet

(S51)

Product AvailabilitySupply (S6, S64) Orders (S54) Product Configuration (S51) (S51) Material Safety Data Sheet (MSDS) Shipping (S38,

(S51)

Material Safety Data Sheet (MSDS) Shipping (S38, S67) (S38, S67)

Dangerous Goods Documents (S38, S67) (S38, S67)

Collaborative Planning (B20, S62) (B20, S62)

Business IntelligenceDocuments (S38, S67) Collaborative Planning (B20, S62) (B12, S14, S51, S34, S22, S23, S47, B20) Performance

(B12, S14, S51, S34, S22, S23, S47, B20)

Performance Measurement (S22) (S22)

Strategic Planning &S51, S34, S22, S23, S47, B20) Performance Measurement (S22) Simulation (S22) Collaborative Project Management (B20,

Simulation (S22)

Collaborative Project Management (B20, S62) (B20, S62)

Web-Based Reporting(S22) Collaborative Project Management (B20, S62) (B12, B20) Business Process Performance Analysis via KPI

(B12, B20)

Business Process Performance Analysis via KPI Value Reporting, Balanced Scorecard Modelling (B12) (B12)

Geographic Information Analysis (P36, B12) (P36, B12)

Data Modeling, Extraction, & Mining (B12, B13, B15) (B12, B13, B15)

Personalization (B20) (B20)

Collaboration (B20) (B20)

Role Based Content(B12, B13, B15) Personalization (B20) Collaboration (B20) (B20) Multi Channel Access (B26, B28, B20) Knowledge

(B20)

Multi Channel Access (B26, B28, B20) (B26, B28, B20)

Knowledge Management (S65, B24, B20) (S65, B24, B20)

Master Data Management (B25) (B25)

Content Organization (B12, B20, P18) (B12, B20, P18)

Government DataData Management (B25) Content Organization (B12, B20, P18) Exchange (B21) Productive Development (B28, B11, B30, B33,

Exchange (B21)

Productive Development (B28, B11, B30, B33, B8, B32) (B28, B11, B30, B33, B8, B32)

Openness & Interoperability (B28) (B28)

Reliable Operation (B28, (B28,

B17)

Security (B28, B8, P48) (B28, B8, P48)

Platform Architecture (B28, B20, B26, B33) (B28, B20, B26, B33)

Life-Cycle Management (B4, B8, B30, B33, V152, B32) (B4, B8, B30, B33, V152, B32)

SAP Product Available SAP Product Available with Future Releases Future Focus

SAP Product Available

SAP Product Available with Future Releases

Future Focus

Public Sector / 10, 07 December 2004

(B28) Partner Product Available Records Creation, Partner Product Available with Future Releases Retention, Storage, &

(B28)

Partner Product Available

Records Creation,

Partner Product Available with Future Releases

Retention, Storage, &

Collaborative Business Map Available

Disposition Schedule (S175, P9)

Sxx, Vxx, Bxx Pxx

For more information see: http://www.sap.com

SAP Product & Service Partner Product

ComposSxx, Vxx, Bxx Pxx For more information see: http://www.sap.com SAP Product & Service Partner Product

B28, S69)

ite Application

Framework (B10, B20,

http://www.sap.com SAP Product & Service Partner Product Compos B28, S69) ite Application Framework (B10, B20,

Government Programs

 

Energy, Water

Airport & Port Authority Services

             

National

Defense

& Waste

Management

Public Health

Insurance

Fuels

Management

Education

Service

Providers

e Government

e Government

Social

Services

Social Services
Force

Force

Planning

Sustain

Sustain

Deployed

Operations

Acquisition

Acquisition

In-Service

In-Service

Support

Line

Line

Maintenance

Maintenance

Maintenance

Repair &

Overhaul

Material

Material

Management

Personnel &

Personnel &

Organization

s

Infrastructure

Infrastructure

Management

Financial &

Financial &

Cost

Accounting

Management Financial & Cost Accounting Marketing Sales Interaction Center Generation Transmissio n

Management Financial & Cost Accounting Marketing Sales Interaction Center Generation Transmissio n

Management Financial & Cost Accounting Marketing Sales Interaction Center Generation Transmissio n

Marketing

Sales

Interaction

Center

GenerationCost Accounting Marketing Sales Interaction Center Transmissio n & Distribution Energy Capital Management

TransmissioAccounting Marketing Sales Interaction Center Generation n & Distribution Energy Capital Management Energy

n &

Distribution

EnergyCenter Generation Transmissio n & Distribution Capital Management Energy Billing Receivables &

Capital

Management

EnergyTransmissio n & Distribution Energy Capital Management Billing Receivables & Collections Management

Billing

Receivables& Distribution Energy Capital Management Energy Billing & Collections Management Collaboration in Deregulated

& Collections

Management

CollaborationEnergy Billing Receivables & Collections Management in Deregulated Markets Human Capital Management Sales &

in

Deregulated

Markets

HumanCollections Management Collaboration in Deregulated Markets Capital Management Sales & Marketing Engineering

Capital

Management

Sales &

Sales &

Marketing

Engineering

Engineering

&

Configuratio

n

Management Maintenance

Management

Maintenance

Planning

Spare Parts

Spare Parts

& Tools

Management

Airframe

Airframe

Maintenance

Engine &

Engine &

Component

Maintenance

Human

Human

Capital

Management

SAP Product Available SAP Product Available with Future Releases Future Focus

SAP Product Available

SAP Product Available with Future Releases

Future Focus

Public Sector / 11, 07 December 2004

Releases Future Focus Public Sector / 11, 07 December 2004 Patient Management Diagnostics & Therapy Care

Releases Future Focus Public Sector / 11, 07 December 2004 Patient Management Diagnostics & Therapy Care

Releases Future Focus Public Sector / 11, 07 December 2004 Patient Management Diagnostics & Therapy Care

Releases Future Focus Public Sector / 11, 07 December 2004 Patient Management Diagnostics & Therapy Care

Releases Future Focus Public Sector / 11, 07 December 2004 Patient Management Diagnostics & Therapy Care

Patient

Management

Diagnostics

& Therapy

Care

Management

Enterprise

Communicati

on

Support

Services

Care Management Enterprise Communicati on Support Services Sales Claims Product In- Force Business Management

Care Management Enterprise Communicati on Support Services Sales Claims Product In- Force Business Management

Care Management Enterprise Communicati on Support Services Sales Claims Product In- Force Business Management

Care Management Enterprise Communicati on Support Services Sales Claims Product In- Force Business Management

Care Management Enterprise Communicati on Support Services Sales Claims Product In- Force Business Management

Sales

Claims

Product In-

Force

Business

Management

Reinsurance

Asset

Management

Upstream

Upstream

Supply

Supply

Manufacturin

Manufacturin

g

Commercial

Commercial

Sales,

Marketing &

Service

Service

Service

Station &

Convenience

Retailing

Enterprise

Enterprise

Asset

Management

Collaborative Business Map AvailablePartner Product Available Partner Product Available with Future Releases

Partner Product Available

Partner Product Available with Future Releases

Available Partner Product Available with Future Releases Institutional Development Studies Management Student Life-

Available Partner Product Available with Future Releases Institutional Development Studies Management Student Life-

Available Partner Product Available with Future Releases Institutional Development Studies Management Student Life-

Available Partner Product Available with Future Releases Institutional Development Studies Management Student Life-

Institutional

Development

Studies

Management

Student Life-

Cycle

Management

Institutional

Services

GrantsStudent Life- Cycle Management Institutional Services Management Research Management Human Resource Management

Management

ResearchCycle Management Institutional Services Grants Management Management Human Resource Management Professional Services

Management

HumanInstitutional Services Grants Management Research Management Resource Management Professional Services Railways Technical

Resource

Management

Management Research Management Human Resource Management Professional Services Railways Technical Services Postal

Management Research Management Human Resource Management Professional Services Railways Technical Services Postal

Management Research Management Human Resource Management Professional Services Railways Technical Services Postal

Professional

Services

Railways

Technical

Services

PostalManagement Professional Services Railways Technical Services Services (S14, S51) Internet Portal (B20) Constituent

Services

(S14, S51)

Railways Technical Services Postal Services (S14, S51) Internet Portal (B20) Constituent Services (S14)

Internet

Portal (B20)

Constituent

Services

(S14)

Constituent's

Personal

Record

(S175)

Information

Campaigns

(S14)

Online Tax

Filing (S14,

S174)

Constituent's

Financial

Account

(S174)

e-

Democracy

(S14, B20)

e-

Procurement

(S47)

Account (S174) e- Democracy (S14, B20) e- Procurement (S47) Client Management (S14) Contact / Referral (S14)

Account (S174) e- Democracy (S14, B20) e- Procurement (S47) Client Management (S14) Contact / Referral (S14)

Client

Management

(S14)

Contact /

Referral

(S14)

Assessment(S47) Client Management (S14) Contact / Referral (S14) (S14) Care Plan Processing (S14, S22) Service Delivery

Client Management (S14) Contact / Referral (S14) Assessment (S14) Care Plan Processing (S14, S22) Service Delivery

(S14)

Care Plan

Processing

(S14, S22)

Service(S14) Assessment (S14) Care Plan Processing (S14, S22) Delivery (S14, S47) Monitoring & Review (S14, B12)

Delivery

(S14, S47)

Monitoring &Care Plan Processing (S14, S22) Service Delivery (S14, S47) Review (S14, B12) Sxx, Vxx, Bxx Pxx

Review

(S14, B12)

Sxx, Vxx, Bxx Pxx

For more information see: http://www.sap.com

SAP Product & Service Partner Product

(S14, B12) Sxx, Vxx, Bxx Pxx For more information see: http://www.sap.com SAP Product & Service Partner

Key

Description

B4

Business Configuration Sets

B5

Business Documents & Records

B7

SAP NetWeaver: SAP Web AS: SAP Business Workflow

B8

Computing Center Management System

B9

Data Transfer and Migration Tools

B10

J2EE

B11

Modification Assistant / Note Assistant

B12

SAP NetWeaver: SAP Business Intelligence

B13

SAP NetWeaver/ SAP Business Intelligence: SAP Ascential

B15

SAP NetWeaver: OpenHub (SAP BI)

B16

mySAP Enterprise Portal: Collaboration

B17

Quick Sizer

B20

SAP NetWeaver: SAP Enterprise Portal

B21

SAP NetWeaver: SAP Exchange Infrastructure

B24

SAP Knowledge Warehouse

B25

SAP NetWeaver: SAP Master Data Management

B26

SAP NetWeaver: SAP Mobile Infrastructure

B28

SAP Web Application Server

B29

Smart Forms

B30

Software Installation & Upgrade Tools

B32

Test Workbench / eCATT

B33

Transport System

Public Sector / 12, 07 December 2004

& Upgrade Tools B32 Test Workbench / eCATT B33 Transport System Public Sector / 12, 07

Key

Description

S1

Advanced Planning & Scheduling (applies to mySAP SCM)

S5

mySAP ERP: e-Recruting

S6

Event Management Engine (applies to mySAP SCM)

S7

Extended Warehouse Management (applies to mySAP SCM)

S8

SAP Financial Supply Chain Management (applies to mySAP ERP)

S14

mySAP Customer Relationship Management

S21

mySAP Customer Relationship Management: SAP Workforce Optimization

S22

mySAP Financials

S23

mySAP Human Resources

S24

mySAP ERP: SAP Learning Solution

S34

mySAP Product Lifecycle Management

S38

mySAP Product Lifecycle Management: SAP Environment, Health and Safety

S46

mySAP Supplier Relationship Management: Strategic Sourcing

S47

mySAP Supplier Relationship Management

S48

mySAP Supplier Relationship Management: e-Procurement

S51

mySAP Supply Chain Management

S52

mySAP ERP: SAP Payroll Processing

S53

Purchase Order Processing (applies to mySAP SCM/mySAP SRM)

S54

Sales/Service Order Processing (applies to mySAP CRM)

S56

SAP Global Trade Services: SAP Compliance Management

S57

SAP Global Trade Services: SAP Customs Management

S59

SAP R/3 Enterprise / mySAP ERP / mySAP Customer Relationship Management

Public Sector / 13, 07 December 2004

S59 SAP R/3 Enterprise / mySAP ERP / mySAP Customer Relationship Management Public Sector / 13,

Key

Description

S60

SAP R/3 Enterprise / mySAP ERP / mySAP Financials

S61

SAP R/3 Enterprise / mySAP ERP / mySAP Human Resources

S62

SAP R/3 Enterprise / mySAP ERP / mySAP Product Lifecycle Management

S63

SAP R/3 Enterprise / mySAP ERP / mySAP Supplier Relationship Management

S64

SAP R/3 Enterprise / mySAP ERP / mySAP Supply Chain Management

S65

SAP Records Management

S66

myERP: SAP Tutor

S67

SAP xApp Emissions Management

S69

SAP xApp Product Definition

S70

SAP xApp Resource & Program Management

S128

SAP In-house Cash

S130

SAP Treasury & Risk Management

S170

SAP for Public Sector: SAP e-PSCD

S172

SAP for Public Sector: SAP Government SRM

S173

SAP for Public Sector: SAP Planning & Support of Deployed Operations

S174

SAP for Public Sector: SAP Public Sector Collection & Disbursement (PSCD)

S175

SAP for Public Sector: SAP Public Sector Records Management

S182

SAP for Telecommunications: SAP Credit Management

S183

SAP for Telecommunications: SAP Dispute Management

S201

SAP Real Estate Management

V42

SAP Consulting Solution of SAP Subsidiary Germany (LGD)

V152

SAP Solution Manager

Public Sector / 14, 07 December 2004

Consulting Solution of SAP Subsidiary Germany (LGD) V152 SAP Solution Manager Public Sector / 14, 07

Key

Description

P2

Activity-Based Costing - Modeling and Simulation

P3

Activity Based Costing Interface

P6

Advanced Data Collection, Mobile Computing

P9

Archiving, Imaging Software

P14

Computer Aided Design

P18

Data Provider Integration - BW

P24

Document Management System

P34

Financial EDI - Electronic Banking

P36

Geographical Information Systems

P48

Network Security

P63

Reporting Tools, OLE DB for OLAP - BW

P70

SWIFT MT940 Bank Statement

P75

Time and Attendance

P78

Travel Management Credit Card Clearing

P205

Reporting Tools - R/3

P221

Form Printing SAP Smart Forms

Public Sector / 15, 07 December 2004

Clearing P205 Reporting Tools - R/3 P221 Form Printing SAP Smart Forms Public Sector / 15,
Model de proces de bugetare din SAP for Public Sector

Model de proces de bugetare din SAP for Public Sector

Model de proces de bugetare din SAP for Public Sector

Departament X

Departamentul Bugete

Primar / Viceprimar

Pregatirea procesului de bugetare Initierea procesului de planificare (“bottom-up”) Initierea procesului de
Pregatirea procesului de
bugetare
Initierea procesului de
planificare (“bottom-up”)
Initierea procesului de
planificare (“bottom-up”)
Transmiterea cererii pentru
buget
Verificarea si consolidarea
planificarii departamentelor
Transmiterea propunerii de
buget
Transmiterea propunerii de
buget
Aplicarea modificarilor/
reducerilor de buget
Aplicare rectificari/reduceri de
buget
Aprobare finala
Deblocare buget
Introducere valori buget
aprobat in sistemul
operational

Capitolul 3

Structura de principiu a sistemului IT&C în Administraţia Publică cu un CONTACT CENTER

Interacţiunea şi cenelele de comunicaţii pentru:

- Consolidarea interna a aplicaţiilor şi bazelor de date în APL

- Locul şi rolul CALL CENTER – inima comunicaţiilor cu mediul

CALL CENTER – CONTACT CENTER sinteza serviciilor oferite

Exemplu de acces pe un meniu de răspuns de voce interactiv IVR, la informaţiile unui Call Center din sfera serviciilor publice

STRUCTURA DE PRINCIPIU A SISTEMULUI IT&C

Unitate Satelit 1 NUCLEU Baze de LAN SERVER AGENT date NOD de comunicatii de banda
Unitate Satelit 1
NUCLEU
Baze de
LAN
SERVER
AGENT
date
NOD de comunicatii
de banda larga
CETATENI
PABX
Call Center
LAN
INSTITUTII
Unitate Satelit 2
Servere de
AGENTI ECONOMICI
Aplicatii
Baze de date
PORTAL WEB
Baze de
LAN
SERVER
AGENT
date
AGENTI
Comunicare pe toate canalele de
comunicatii publice sau private
Circuite fizice
FO, fir, Radio
Unitate Satelit
n
IC – Interfata de comunicatii pentru sistemul intern
APELANTI
APELANTI
CALL CENTER
CALL CENTER
CALL CENTER
de Indrumarea
de Urgenta
de Utilitati
Cetatenilor
Centrul 112
Politie
Energie electrica
Centre de
Salvare
Gaze naturale
Consiliere
Pompieri

Centre de apel cooperante cu CONTACT CENTER al Administratiei Publice

Administratie – Consiliul Local, Primarie Directii si Servicii de Specialitate Activitatea 1 Structura de servere
Administratie – Consiliul Local, Primarie
Directii si Servicii de Specialitate
Activitatea 1
Structura de servere de servicii
Structura de servere de aplicatii
Unitatea
subordonata 1
AGENT S1
Structura Informatica de Acces
Activitatea 2
CORE
Unitatea
CALL CENTER
subordonata 2
CONTACT CENTER
Aplicatii de interogare CTI
(Computer Telephony Integration)
Aplicatie PORTAL
Baze de date
Si
Aplicatii
Specializata
AGENT S2
Agenti / Supervizori
Activitatea 3
Unitatea
subordonata 3
Aplicatie PORTAL
Specializata
Intranet (VPN)
Retea de comunicatii
de banda larga interna
Tehnologie TRIPLE
PLAY
PABX
CALL CENTER
- Voce analogica
AGENT S3
- Voce VOIP
- Voce ISDN
Aplicatie generala
de tip PORTAL
Aplicatie PORTAL
Specializata
Activitatea n
TRIPLE PLAY
Ex. Taxe
Concentrator
Unitatea
subordonata n
AGENT Sn
Voce (VOIP)
Voce (ISDN)
Date si Internet
Video (VoD) si
Streaming
Retele si operatori de
telefonie (voce) fixa
sau mobila
Suport
Aplicatie PORTAL
xDSL
Specializata
Fibra Optica
Ex. Asociatii
de locatari
Radio
INTERNET
Acces prin mijloace
telefonice
Acces prin
Acces prin
INTERNET
APELANTI din mediul EXTERN
Cetateni, Institutii, Mediul economic
INTERNET
INTERNET

Canal de capacitate mica

CALL Center / Contact Center

APEL - telefon analogic RESURSE INFORMATICE - telefon digital VOCE (ISDN) Voce - telefon mobil
APEL
- telefon analogic
RESURSE INFORMATICE
- telefon digital
VOCE
(ISDN)
Voce
- telefon mobil
- agenti mari
- telefon VOIP
- voce preinregistrata
- fisiere WAV, MP3
Date
- texte, imagini, fisiere
DOC, XLS, PDF,etc.
Baze de
- expuneri secventiale
Canal de capacitate
medie si mare
Informatii
- conversatii scrise “chat”
Aplicatii
FISIERE
CTI /
- voce
Video
TAPI
- texte
- video fisiere MPEG
- figuri
- video conferinte
- video
- video streaming
- VoD – Video on Demand
- pagina web
- portal
INTERNET
- e-mail
- chat
- video multimedia

TIPURI DE SERVICII SI CANALE DE ACCES LA UN CALL CENTER/ CONTACT CENTER

9636

1 Acces in Meniul

1

Acces in Meniul

   

Principal

Adrese telefoane CRC-uri

Adrese telefoane

CRC-uri

 
1 2 3 4
1
2
3
4

Explicatii

Adrese telefoane CRC-uri   1 2 3 4 Explicatii 1 2 3 4 5 6 7
Adrese telefoane CRC-uri   1 2 3 4 Explicatii 1 2 3 4 5 6 7
Adrese telefoane CRC-uri   1 2 3 4 Explicatii 1 2 3 4 5 6 7
1 2 3 4 5 6 7 8
1
2
3
4
5
6
7
8

1 Tarife casnici

2 Tarife agenti economici

3 Schimb tarif casnici

4 Schimb tarif agenti economici

3 Schimb tarif casnici 4 Schimb tarif agenti economici 1 Tarife energie electrica 1 Tarife contracte