Case Study: DC.gov improves efficiency and cuts resolution times with AST Corporation’s Siebel upgrade

Office Of Tax & Revenue Improves Efficiency With Siebel Upgrade

The Office of the Chief Financial Officer for the District of Columbia government sought to enhance its customer service capabilities. Their legacy Siebel Call Center application was outdated and not fully utilized. They engaged AST Corporation to upgrade the system to improve efficiency and maintain compliance with security and audit requirements.

AST Corporation performed a multi-step upgrade to the latest Siebel version and modernized the underlying Oracle database and infrastructure. The solution provided a new three-tier architecture with significant performance and functional improvements. The project resulted in a more than 50% performance increase, a reduction in customer issue resolution times, and ensured compliance with IRS guidelines, all delivered on an aggressive timeline.

DC.gov

Eva M. Liggins

Director, Customer Service Administration, Office of Tax and Revenue