Siebel Systems announced six new modules for its CRM software targeted specifically for public sector government organizations.

The modules are all aimed at making governments more “performance-driven,” the company said.

"This represents a fundamental shift away from inefficient, expensive, agency-centered service toward mission-focused processes that address citizen needs efficiently and effectively, delivering the highest return on government and taxpayer investments,” said Siebel Chairman and CEO Tom Siebel.

All six modules are available as commercial off-the-shelf (COTS) solutions to government agencies of varying sizes, the company said. They include:

* Citizen Response “311.” Rather than contacting individual government departments to handle citizen inquiries into a range of services, from reporting potholes to applying for government-provided health services, this module lets organizations implement one phone number, 311, that citizens can call to have every inquiry and complaint answered. It integrates dozens of phone books and IT systems, providing a holistic view of an agency and its performance, Siebel said.

* Benefits Case Management for Human Services. This lets governments process cases more efficiently by automatically assigning and routing cases to case workers based on their skills, experience and workload, Siebel said. It provides a single point of access to internal and third-party knowledgebases, allowing case workers a more consistent and in-depth view of a citizen and their options.

* Single view of the Taxpayer. This aggregates data from multiple legacy applications and channels to provide a single, comprehensive view of citizens and their tax filing details, all from the desktop. Its aim is to increase efficiencies in collecting and generating fees and taxes, Siebel said.

* Immigration Services. This module aims to better secure the citizenship and immigration process by automating them -- from application filing and scheduling of tests and hearings to final decision-making and resolution. It then makes it easier to share information across agencies and cross-reference applications with other agencies, watch lists and databases, the company said.

* Better Manage Revenues. This module is aimed at organizations that derive income via avenues other than taxes, such as permit and licensing fees and so on. It provides revenue and licensing professionals with a single view of their customers, including purchase history, customer service history, open service requests, and customer satisfaction information.

* Defense Personnel and Logistics Management. This module is for government agencies that need to track and deploy military personnel and weapons systems. It offers a unified help desk and automates routine processes, such as in-and-out processing, orders management, or approvals for leave.

The modules are currently available. For more information, visit Siebel here.