Enterprise Solutions

TCS Citizen Services Solution on Oracle

The TCS Citizen Services solution, delivered on Oracle Service Cloud, provides an integrated and effective framework for offering multi-channel citizen service accessibility. Through this solution, we help governments modernize services, enable new engagement channels, and empower employees to realize improved efficiencies.

Our Solution | Benefits | The TCS Advantage

Our Solution

TCS’ Citizen Services enable you to transform and modernize citizen services. With our ability to address the entire spectrum of advisory, transformation, optimization and operating services, we enable, integrate and augment key service capabilities such as:

  • Citizen self-service: Developing citizen service portals, extendible to mobile, by leveraging Oracle Service Cloud (RightNow) that includes portal self-service coupled with knowledge management. Offering personalized self-service capabilities through policy automation using Oracle Policy Automation and maintenance with Oracle Policy Modeling in the cloud.
  • Multi-channel accessibility: Enabling local government service delivery and assistance across channels such as contact centers, online, mobile and online chat. Deploying Oracle Cloud Unified Agent desktop to facilitate social media monitoring and reporting, superior multi-channel communication, and seamless incident handling in real time.
  • Business Intelligence: Delivering accurate, contextual information needed for making better business decisions.
  • Integration: Leveraging open standards based integration capabilities for rapid and cost-effective integration with any application or service.


With TCS’ Citizen Services solution on Oracle, you benefit from:

  • Improved service effectiveness: Reach out to citizens with the right services at the right time by leveraging social insights, which can be tailored to individual and regional preferences, to enhance citizen engagement and social impact.
  • Better transparency: Enable transparent and agile personalized self-service with policy automation to offer a consistent and reliable cross-channel experience.
  • Enhanced operational efficiencies: Leverage mobile integration and cloud based service delivery to optimize operational overheads and improve resource utilization and agent productivity.
  • Higher citizen satisfaction: Simplify service access and cross-channel case management by offering timely and accurate response across channels.

The TCS Advantage

TCS works closely with several public sector agencies across the globe to help leverage digitization to modernize services. We deliver value to each engagement with our:

  • Public sector domain experience: We have extensive global experience in developing comprehensive solutions for governments, local agencies, municipal corporations, public-sector entities and security establishments. This helps us understand the unique nature of your challenges and develop customized solutions to address them.
  • Mature assets and accelerators: Our ready-to-use assets such as predefined blueprint architecture can be rapidly customized to meet your needs, while our prebuilt solution accelerators ensure faster time to value.
  • Strategic partnerships: As one of Oracle’s strategic Go-to-Market (GTM) partners, we are engaged in joint solution development initiatives for several industries. Our dedicated Oracle CX center of excellence (CoE) and partnership enable us to bring technology expertise to every engagement.
  • Right blend of management and technology expertise: By leveraging our proven system integration capabilities in conjunction with our management and technological know-how, we build value-added solutions that address the needs of your stakeholders. We follow a comprehensive end-to-end approach to deliver a project within the shortest possible time frame.

Reach Us.