Moray Council Standardizes on Siebel eBusiness Applications

Business Wire, Feb 16, 2001

Business Editors/High Tech Writers

SAN MATEO, Calif.--(BUSINESS WIRE)--Feb. 16, 2001

Leading Scottish Local Government Authority Deploys Siebel Service and Siebel eService to Significantly Enhance Citizen Satisfaction and

Increase Employee Productivity

Siebel Systems, Inc. (NASDAQ: SEBL), the world's leading provider of eBusiness applications software, today announced that Moray Council, one of Scotland's foremost Local Government Authorities, has standardized on Siebel eBusiness Applications. Siebel Service and Siebel eService applications will enable the Council to generate seamless, consistent customer information for enhanced citizen satisfaction and employee productivity. It will also create a high quality flow of information into the Council's departments and agencies, to enable systematic monitoring and evaluation of the effectiveness of their services.

Moray Council provides a broad range of public services to more than 85,000 residents in the Moray region of North East Scotland, and is Scotland's eighth largest council by area but fourth smallest by population. From its headquarters in Elgin, the Council is responsible for developing and managing a full range of public sector services including housing, social work, education, economic development, planning, roads, leisure and environmental protection.

Prior to implementing Siebel Service and Siebel eService, each Council department used its own unique system to record, track and manage the relationship with each constituent. This fragmented approach made it difficult for individual Council departments to share information about customers. As customers transferred between departments, they had to repeat their personal information before a satisfactory outcome was reached. Because the Council lacked consistent information, its quality of response varied widely and some activities were duplicated. Ultimately, this approach prevented the Council from providing high quality services efficiently and meeting residents' expectations.

Moray Council is deploying Siebel eBusiness Applications to create a single, comprehensive view of its customers, which will be available to all customer-facing employees, in every department within the Council. The Council believes that by seamlessly integrating all customer facing activities across four groups of services, including planning, assessment, program execution, and service functions, it will significantly enhance customer satisfaction with measurable results, reduce costs, improve operations, and boost employee productivity.

The Council is using Siebel eBusiness Applications, including Siebel Service and Siebel eService, to enable customers to communicate through whichever channel they choose - including the Web, telephone, face-to-face in the Council's `one-stop shops,' and by post - and still receive a seamless, high quality service. This multichannel access to a wide range of Council and Local Health Authority information, advice and services will accelerate the delivery of services, eliminate duplication, and optimize Council resources. It will improve the quality of contact provided by Council staff because staff will have all the required information at their disposal. The integration of Web-based self-service through Siebel eService allows customers to submit planning applications via the Internet, or update their own records remotely, providing customers with more options and enabling greater efficiency within the Council.

"Moray Council aims to deliver the highest possible standard of customer service and satisfaction within its existing resources," says Mike Martin, Director of Community Services, Moray Council. "Using Siebel eBusiness Applications, customers will be able to contact the right member of staff at the right time, and receive the right response. Our staff can process more inquiries in a more efficient manner, and we are able to efficiently monitor each and every aspect of our service, for enhanced satisfaction and resource allocation."

"Siebel Systems is playing a pivotal role in helping the Council achieve this transformation. Their track record with other Local Authorities, market leadership and eBusiness vision are together helping the Council deliver reliable, convenient and consistent service."

About Siebel Systems

Siebel Systems, Inc. (NASDAQ: SEBL) is the world's leading provider of eBusiness applications software. Siebel Systems provides an integrated family of eBusiness application software enabling multichannel sales, marketing and customer service systems to be deployed over the Web, call centers, field, reseller channels, retail and dealer networks. Siebel Systems' sales and service facilities are located in more than 37 countries. For more information, please visit Siebel Systems' Web site at www.Siebel.com.

Except for the historical information contained herein, this press release contains forward-looking statements that involve risk or uncertainties. Future operating results of Siebel Systems may differ from the results discussed or forecasted in the forward-looking statements due to factors that include, but are not limited to, risks associated with customer relations, such as the availability of Siebel Systems' products and services, customer implementation of products and services, relationships with third-party vendors and systems integrators, concentration of revenues in a relatively small number of customers, existence of errors or defects in products, ability to successfully manage growth, significant current and expected additional competition and the need to continue to expand product distribution and services offerings. Further information on potential factors that could affect the financial results of Siebel Systems are included in Siebel Systems' Annual Report on Form 10-K for the year ended December 31, 1999 and its other filings with the Securities and Exchange Commission.