State Ombudsman to Automate Investigations Processes and Boost Efficiency
WALLDORF, Germany and PRETORIA, South Africa — SAP AG (NYSE: SAP) today announced that South Africa’s Office of the Public Protector (OPP) has selected an SAP® solution to transform its case management operations, automating its manually driven investigations, reviews, analysis and reporting processes. The office, an independent and impartial constitutional institution, aims to more efficiently fulfill its charter to strengthen democracy by conducting investigations into alleged improper conduct by state organizations. With the new SAP® Investigative Case Management for Public Sector package, based on the SAP® Customer Relationship Management (SAP CRM) application and the SAP NetWeaver® technology platform, the OPP will automate its core processes in facilitating resolution of disputes, reporting and recommending remedial action, and enhancing awareness of the office’s role and responsibilities.
“The Public Protector has the power to investigate any conduct in state affairs, or in the public administration in any sphere of government that is alleged or suspected to be improper or to result in any impropriety or prejudice,” said Charles Motau, head of Information Technology, Office of the Public Protector. “We look forward to leveraging the possibilities of modern technology for a more efficient handling of all case-related information. SAP software will be a pivotal element of our new IT infrastructure, and will help us to prepare our reports to the National Assembly with more relevant analytical data and in a more timely manner.”
Investigative Case Management: Critical Success Factor for OPP
To keep up with demand for its services, the OPP needed to handle more investigations with existing resources and provide its staff with intuitive, easy-to-use software. With SAP Investigative Case Management for Public Sector, the OPP will automate case management processes and gain a central repository from which staff can access complete information related to any case. Due to the sensitive nature of the OPP’s work, the highest levels of security and access rights are needed to ensure that only those with authorization can access and view case information. The intuitive user interface of SAP CRM 2007, the software’s holistic approach and the secure, role-based access were among the critical factors that guided the OPP in selecting SAP software.
The case management software combines the highest standards of CRM functionality with the business process flexibility of an open and integrative technology platform. The software is designed to support all aspects of large-scale, time-consuming investigations, involving both a high level of complexity and large numbers of witnesses, documents, exhibits, lines of inquiry and investigative teams.
The software helps users to manage various leads, calls, reports and incidents via workflow tools, and empowers them to easily and quickly route information to the correct parties and alert key investigative specialists where appropriate. Users can also integrate the SAP Investigative Case Management package with third-party tools for visualization and text mining, graphical information systems and biometric solutions. Key requirements for the implementation also include SAP audit capabilities with read-logging on any people or case-related information.
The implementation of the software package at South Africa’s OPP began June 1, 2008, with support from two SAP partners: Nambiti Technology and MIIB Consulting. The go-live is planned for the end of 2008.
“We are proud that our software solution will help the Office of the Public Protector to deliver on its mission and to reach its ambitious goals,” said Tom Shirk, president, SAP Global Public Services. “We hope that the new system helps to support the OPP in its important task to guarantee a high level of transparency and justice in South African government and society. We wish the OPP all the best in its important work for the future of South Africa.”
About South Africa’s Office of the Public Protector
Most democracies have a national institution similar to that of the Public Protector, which is empowered by legislation to assist in establishing and maintaining efficient and proper public administration. With the founding of a modern democracy in South Africa, it was decided that such an institution should also form part of the establishment of institutions that will protect fundamental human rights and that will prevent the state from treating the public in an unfair and high-handed manner.
Established in October 1995, South Africa’s Office of the Public Protector receives complaints from aggrieved persons against government agencies or officials and has the power to investigate, recommend corrective action and issue reports. An investigation can be started by the OPP in case of improper prejudice suffered by the complainant or another person as a result of abuse of power, the violation of a human right or any other cause brought about or decision taken by the authorities, in the case of maladministration, improper dealings with respect to public money, improper enrichment or receipt of improper advantage.
About SAP® for Public Sector
The SAP® for Public Sector solution portfolio provides comprehensive solutions to help governments and public organizations improve economic viability and increase process efficiency and transparency while maximizing public value for the constituent. The solution portfolio is based on the open SAP NetWeaver™ technology platform to support the integration of government business processes to help optimize limited resources, increase process efficiency and transparency, and support collaborative outcomes between two or more government agencies. (Additional information at http://www.sap.com/publicsector/)
About SAP® Customer Relationship Management
SAP offers market-leading customer relationship management (CRM) solutions, based on an enterprise service-oriented architecture, that help companies drive new growth, maintain competitive agility and attain operational excellence through customer-centric processes. Delivering best-in-class front-office capabilities with enabling end-to-end, industry-specific processes, the SAP® CRM application enables customers to empower their teams, delight their customers and grow their business by driving rapid user adoption and enhanced productivity. SAP CRM is one of the core applications within the SAP® Business Suite that is built upon the SAP NetWeaver® platform. The software helps companies empower employees with the real-time information and analysis they need to gain customer insight, acquire new customers, boost customer loyalty and build lasting relationships. (For more information, visit www.sap.com/crm)
SAP is the world’s leading provider of business software(*), offering applications and services that enable companies of all sizes and in more than 25 industries to become best-run businesses. With more than 47,800 customers (excludes customers from the acquisition of Business Objects) in over 120 countries, the company is listed on several exchanges, including the Frankfurt stock exchange and NYSE, under the symbol “SAP.” (For more information, visit www.sap.com)
(*) SAP defines business software as comprising enterprise resource planning and related applications.
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