Braintree District Council Saves GBP 500,000 Annually Following Launch of ''Customer First'' Program; UK Local Authority Uses Siebel Public Sector to Boost Citizen Interactions and Resolve 10,000 Inquiries per Month.

SAN MATEO, Calif. -- Siebel Systems, Inc. (NASDAQ:SEBL), a leading provider of customer-facing solutions, today announced that Braintree District Council is saving GBP 500,000 annually following the launch of its "Customer First" program. This leading UK local authority is using Siebel Public Sector to manage 10,000 citizen inquiries each month. Following a 50-day implementation process, Braintree District Council is transforming itself into an agile local authority, focused on responding accurately and effectively to citizens' needs.

"Customer First is transforming the efficiency and effectiveness of our service delivery," said Brian Cox, Customer First and eGovernment Program Manager, Braintree District Council. "In the past, citizens were often unable to speak to the right member of the Council's staff because we had so many separate, disconnected processes and systems. Now, the integrated view means we can provide a single point of contact to resolve every inquiry our constituents have. By introducing flexible, multichannel service capabilities, we are also making our services more inclusive and easier for the general public to navigate. Following the deployment of Siebel Public Sector, we are experiencing a 40 percent increase in Council contact."

Located in the county of Essex, United Kingdom, Braintree District Council is responsible for a comprehensive range of public services on behalf of local constituents, including housing, licensing, community development, planning, recreation, maintaining the environment, and waste management. Previously, when a constituent needed to contact the Council, the constituent either visited one of the Council's offices in person or telephoned a central switchboard. The inquiry--however minor--was then transferred to an agent in the contact center or an individual in a department via an assortment of paper-based processes, spreadsheets, and other systems. Agents in the contact center had more than 30 separate icons on their desktops to manage each inquiry, resulting in a time-consuming and inefficient process that was prone to error. Interruptions also prevented the departments from effectively executing day-to-day Council duties.

Faced with a surge in citizens' expectations regarding performance and the need to embrace a wide variety of Central Government targets for joined-up electronic service delivery, Braintree District Council deployed Siebel Public Sector to 80 employees in the customer services center. This immediately replaced the 22 separate citizen and service views with a single source of citizen and Council service information--and significantly enhanced the way the Council interacts with its citizens. The GBP 500,000 annual saving is the result of citizens using the telephone and Internet-based transactions to interact with the council, and efficiencies in the back office brought about by streamlining processes and systems. The self-service environment, which is integrated with Siebel Public Sector, allows citizens to download Council forms and apply for, reserve, and pay for Council services.

Working closely with the leading UK IT consultancy, Customer Systems, Braintree District Council implemented this best-practice eGovernment solution in only 50 days. Whenever a citizen telephones or emails the Council--to inquire about housing repairs, environmental issues, election issues, recreation facilities, or any other service--the inquiry is immediately routed to the Council's Customer Service Center (CSC) where agents using the unified citizen view can deliver a quick, accurate resolution to the inquiry. The inquiries that involve the Council's extended network of service delivery partners are also now administered and resolved directly by the call center, for faster, more efficient citizen service.

Siebel Public Sector provides a central point for citizen access to government information and services, facilitates delivery of services across multiple channels of communication, enables collaboration between departments, delivers insight into key service indicators and performance, and provides real-time integration of citizen data across multiple systems. Siebel Systems pioneered the industry-specific application model to help ensure that organizations of all sizes, public and private, across a variety of industries, achieve demonstrable business value from their CRM solutions. Today, Siebel Systems delivers 23 industry applications, including Siebel Public Sector, enabling organizations to establish a single, enterprise-wide view of their customers and execute key customer-facing business processes more effectively and efficiently. For more information, please visit www.siebel.com/crm/public-sector.

About Siebel Systems

Siebel Systems is a leading provider of customer-facing solutions that deliver demonstrable business results and long-term competitive advantage. Siebel's multichannel offerings allow organizations to intelligently manage and coordinate all customer interactions across the Web, contact center, field sales/service force, branch/retail network, and indirect and partner distribution channels. Siebel solutions draw upon the company's best-in-class capabilities in customer relationship management (CRM), business intelligence, and customer data integration and can be deployed as licensed software or as a hosted service. Siebel solutions are tailored to the unique needs of 23 industries and incorporate industry-specific business processes, best practices, and business insight. They are the product of more than $2 billion in R&D investments and reflect over 11 years of experience with more than 4,000 organizations. Together with its extensive global network of alliance partners, Siebel provides the people, process, and technology expertise critical in driving business value from the deployment of customer-facing solutions. Over 3.4 million users worldwide in organizations of all sizes depend on Siebel solutions to deliver dramatic improvements in how they identify, acquire, retain, and serve customers. For more information, visit www.siebel.com.

For more information on Siebel Systems solutions and services, please visit our Web site: CRM - http://www.siebel.com/crm; OnDemand Solutions - http://www.crmondemand.com; Industry CRM - http://www.siebel.com/industry-crm; Call Center and Service - http://www.siebel.com/call-center; Sales Force Automation - http://www.siebel.com/sales-force-automation; Marketing Automation - http://www.siebel.com/marketing-automation; Business Intelligence - http://www.siebel.com/business-intelligence; Integration Solutions - http://www.siebel.com/integration-solutions; CRM Services - http://www.siebel.com/crm-services

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