As I mentioned in my last entry, SAP Social Services Solution offers functionality to support the lifecycle of Social Services Agencies (http://scn.sap.com/community/public-sector/blog/2013/12/06/introduction-to-sap-social-services-management-part-i#).In this blog I am going to explain the functionality around the step “Apply for Benefits”.
1 – Apply for benefits:
The SAP Solution offers the ability to receive and process benefits applications, using SAP Social Application.
Applications are submitted by the applicant, case worker or by a third party in the system online or imported as an XML-base data structure. SAP supports online applications forms (BSP+ HTML or Adobe Interactive Forms) by using SAP CRM Web Request functionality. Forms advance settings are controlled by SAP BRF+, such as displaying section based on previously filled fields.
The submitted information generates a “Benefit Application” (Social Application) with the attribute “Web Request”. Web Request form is accessible inside the transaction in the assignment block “Application Form”.
Benefits requested are created as items in the transaction. Items could be either added manually by the case worker or automatically assigned via SAP BRF+ rules or BADI based on the application form data. This allows having one “Benefit Application” transaction document with different benefits requested, instead of creating new document for each social benefit.
Each benefit requested by the applicant (item) is accepted or rejected in the system manually or automatically. System uses BRF+ rules to determine if the applicant qualify for the benefit requested.
The case worker used the “Social Application” to ensure the completeness and correctness of an application, as well as to document checking and approvals. Legislations could, for example, not allow doing strict validation in an online application form, requiring cases workers to assist the applicant in filling out correctly the form.
Standard features available in CRM transaction types are available with SAP Social Service Solution controlling the processing, such as:
- Partner Management: The applicant, other governments agencies and employees involved in the assessment are represented as business partner.
- Dates Management: Application received on, decision date and any other dates/milestone are managed using Date Management.
- Status Management: All steps involved in the application processing could be represent as status: Draft, Received, In process, For Approval, Withdrawal/ Cancel, Approved, etc.
- Notes: approval/rejections comments, internal comments could be managed by using Text.
- Follow up documents, attachments, document templates.
- Other basic CRM Functionalities such as “actions” are also available for “Social Application”.
The solution could be supported with “Activity Management” to assign tasks to case workers and capture tasks effort. Through alerts, notifications could be sent to case workers. No extra activities or alerts are delivered by the system, as those have to meet project requirements.
Additionally the solution uses “CRM Case Management” to link the claim information (applications, plans, deductions, payments). Case assignment is controlled by configuration and is possible to assign a case manually or automatically by the system.
Finally, the case worker’s confirm that all application data is valid, by approving the benefit application. Approval could be triggered manually or automatically based on rules. SAP delivers models for BRF+ rules for application approval; however each implementation will require developing their assessment based on their procedures.
Follow the next blog…(Introduction to SAP Social Services Solution – Part III)