SAP Industry Road Map

SAP Industry Road Map
Public Sector
May 2019
2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC

This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or noninfringement.
Industry Road Map | Public Sector
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without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a
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All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from
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For all recent and planned innovations, potential data protection and privacy features include simplified deletion of personal data, reporting of
personal data to an identified data subject, restricted access to personal data, masking of personal data, read access logging to special
categories of personal data, change logging of personal data, and consent management mechanisms.

This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or noninfringement. 2
Industry Road Map | Public Sector | The Intelligent Enterprise Framework
SAP Enables Businesses to Become Intelligent Enterprises
Intelligent Suite
The set of applications provides the business capabilities that companies need to run their
business. End-to-end business processes span multiple applications, so processes and data
must be integrated for automation, a seamless user experience, fast adoption, and ease of
operations.
Intelligent Technologies
Several innovative technologies have matured to practical use.
The Internet of Things makes business applications interact with the physical world.
Big Data makes large data sets accessible for advanced analytics and intelligence.
Machine learning and artificial intelligence automate repetitive processes and learn from
human exception handling and decision-making.
Advanced analytics finds data patterns to support decisions and predict the future.
Blockchain distributes collaborative processes across the entire value network.
Data intelligence finds new value in data assets for new business models.
Intelligent Platform
The digital platform is powered by SAP HANA, extends the intelligent end-to-end processes, and
connects to data sources.
The SAP Cloud Platform allows customers and partners to extend their intelligent suite to run
additional business processes.
Data management handles and organizes data as a strategic asset of the intelligent enterprise

Policy, Planning, Revenue Service Delivery Finance Human Procurement

and Performance Collection Resources
By 2023, to enable timely decision

Industry Trends making, 55% of national governments
will deploy edge intelligence and
Government needs to protect the community, provide services, and help the economy prosper. To accomplish this mission, perform initial data processing of IOT,
governments issue policies, establish programs, and put systems in place to manage execution. However, in our networks, or other devices at the point
increasingly complex world, they face declining citizen trust, rising citizen service expectations, and unceasing economic of action
competition. Security is continuously at risk. Consequently, governments need to put the citizen at the center, adopt a IDC FutureScape: Worldwide National Government
data-driven culture to increase evidence-based policy and program decisions, and explore new service models including 2019 Predictions Doc # US44464618, November 2018
becoming service orchestrators and information brokers rather than direct service providers.
“In the midst of a digital world, people
The Impact of Digital Technologies want a human connection and services
that are proactive and personalized.
Digital technologies are a key factor in this transformation. A platform brings together all the different processes, both The true value of SAP Leonardo
transactional business processes and analytical business intelligence. With this, data can be turned into actionable Machine Learning is the insights it
information, which allows governments to be transparent and more responsive based on facts, not guesses. With such a provides to enrich our taxpayers’
digital platform in place, governments can be more agile and responsive; whenever new issues come up, the organization experiences, create a client centric
can add connected solutions to address new problems — without disrupting operations. Based on more-efficient environment, and realize better
operations, governments can refocus their employees toward the government mission. Public sector organizations can revenue outcomes for Queensland.”
Elizabeth Goli, Commissioner, Queensland Office of
make new connections by uncovering insights that were buried and lost before. One can reimagine government processes State Revenue
in completely different ways, for example, by introducing government models to drive efficiency and anticipating and
predicting citizens' needs, not only reacting to requests. When public sector organizations tie together all the knowledge
sources on one common platform, they improve how the agencies serve the community. Among surveyed public sector
organizations at the federal, state, and
local level in the U.S. 87% Consider
Role of SAP data to be among their greatest
strategic assets
SAP provides an integrated suite of applications, intelligent technologies, and platform that connect the front and the back State of Data Management in the Public Sector 2018
office in real time, enabling intelligent insights based on cross-organizational data to design new ways that governments Report", Experian.
can better deliver citizen services. We help governments explore how to leverage solutions for a range of key business
issues in a nondisruptive way to deliver more efficiently and effectively on the mission. We work with public sector
organizations to uncover new areas where they can turn insight into action to improve performance, the public sentiment
of the agency, and processes to deliver real outcomes that improve citizens’ lives. And at the same time, governments can
align key stakeholders on the objectives to deliver incremental, nondisruptive transformation on time, on budget, and with
value.

Industry Value Map | Public Sector
Policy, Planning, and Revenue Collection Service Delivery

Performance
Digital Cabinet Room Contributions, Revenue, and Digital Experience

Taxes
Public Sector Budget Planning Collection and Debt Recovery Social Protection
Public Sector Budget Operations Grantor Management

Industry Road Map | Public Sector | Policy, Planning, and Performance
Design, analyze, review, and fund public policies and programs with a citizen-centric, outcome-driven approach
Digital Cabinet Public Sector Public Sector

Room Budget Budget
Planning Operations
Recent Upcoming Future

Need Need Need
Governments want simplification and streamlined Governments want to engage in real-time, ad hoc Governments aspire to reap intelligence from business
processes for budget execution. planning and performance management. processes and use historical, real-time, and
experience data to predict future outcomes and close
Highlight Highlight the loop for improved processes.
We redesigned the user experience for the role of We are currently working on creating analytic content
grants and funds management and built a consumable relevant to the public sector, beginning with the Highlight
virtual data model for grantee management. Ministry of Finance, so government executives can drill We aim to enhance machine learning and predictive
down to plan and monitor program and policy capabilities and embed robotic process automation
Outcome performance. into policy, planning, and performance. We will also
This allows public sector organizations to transparently innovate with combinations of operational and
execute end-to-end finance processes and monitor the Outcome experience data to enhance planning and
use of funds. This will enable improved evidence-based decision- performance management.
making with real-time, accessible insights.
Outcome
This will allow public sector executives to gain real-
time visibility into the changing policy environment,
simulate impacts of programs to maximize scarce
public funds, and design more-effective government
programs. Time to close annual books can therefore
be reduced by 40 to 50 days.
84% Liverpool City Estonia Ministry

higher percentage of
Council of Finance
employees receiving Enhanced planning capacity >50% time required to
analytical information from BI Learn in this video with Luka 2019 SAP Innovation Award control data entered into the SAP Predictive Analytics is a
tools for organizations where Mucic, CFO and Executive Finalist - Reducing Prison software and run the solution that helps create,
the stakeholders have role- Board Member of SAP, how Recidivism through Data budgeting processes deploy, and maintain
based access and SAP runs SAP Digital Science on SAP HANA thousands of predictive
information visibility through Boardroom to get live Platform models to anticipate future
one central location financial insights, drive behavior or outcome and
simulations and take guide better, more profitable
decisions by adjusting key decision-making across your
business drivers in real-time. digital enterprise.

Industry Road Map | Public Sector | Revenue Collection
Deliver the services and programs citizens need and want by achieving sustainable government funding
Contributions, Collection and

Revenue, and Debt Recovery
Taxes

Need Need Need
Governments want to better identify which taxpayers Governments need to predict which taxpayers will Tax agencies want to be more client centric and need
will make late tax payments so they can execute incur debt across the full spectrum of compliance to respond individually to the client’s needs in the
intervention strategies to increase tax collections and scenarios and different taxation types. taxation process.
help citizens with convenient pay plans.
Highlight Highlight
Highlight We are currently working on developing additional SAP aims to use machine learning to enable
We have created a compliance case for land tax using machine learning algorithms to predict which governments to better understand their clients and to
historical data and our machine learning capabilities to taxpayers are likely to incur debt. develop individual strategies to support payment of
predict late payment. their tax obligations. SAP is targeting the inclusion of
Outcome Experience Management solutions from SAP
Outcome This will allow improved services and proactive (Qualtrics) to collect actual taxpayer service
This allows the government to increase tax collections intervention strategies tailored to an individual experiences to understand what their experiences are.
and enables citizens to receive excellent services. taxpayer’s circumstances to help taxpayers better
meet their financial obligations. Outcome
This will allow government organizations to be client
centric and respond individually to clients' needs in the
taxation process.
Slovenian Finance Queensland Queensland Queensland Queensland Queensland

Ministry Office of State Office of State Office of State Office of State Office of State
Improving tax collection - Revenue Revenue Revenue Revenue Revenue
50M EUR expected cost
The true value of SAP > 5% Potential reduction in 71% Accuracy in predicting > 5% Potential reduction in “SAP Data Hub and Qualtrics
savings
machine learning is the debtors taxpayers who may become debtors have enabled OSR to
insights it provides to enrich debtors seamlessly integrate taxpayer
our taxpayers’ experiences, transactional data with
create a client-centric customer experiences,
environment, and realize allowing us to provide
better revenue outcomes for improved taxpayer services
Queensland Elizabeth Goli, that are insights driven,
Commissioner. proactive and personalised” -
Simon McKee Deputy
Commissioner OSR

Industry Road Map | Public Sector | Service Delivery
Reimagine government service delivery by moving from standardization to simplification and innovation
Digital Social Grantor

Experience Protection Management

Need Need Need
Governments need to embrace digital technologies, Public sector organizations need to build trusted, Customers want a simplified, personalized user
replace aging infrastructure, and transform service personalized customer experiences. They need to experience while government wants to garner dynamic
delivery with an integrated approach. Citizens expect capitalize on data-driven insights to improve service execution. Moreover, public sector organizations
to go to one place to complete transactions and garner delivery with the relevant segment of the population, desire to use feedback from customers combined with
information across bureaucratic silos. neighborhood, or individual. operational data to drive better customer experiences.
Highlight Highlight Highlight
We have provided integrated front- to back-office We are improving the digital customer experience by We aim to use AI, advanced analytics, and natural
solutions for social benefits and grant programs to embedding chatbot capability into our solutions to language processing to dynamically create
deliver an integrated digital customer experience. We automate and provide personalized citizen service. We personalized services. We will combine feedback from
have embedded machine learning capabilities to are also working on a customer data cloud that will Experience Management solutions from SAP
optimize ticket and case intelligence and agent integrate operational data with experience data. (Qualtrics) with operational data to improve service
productivity. delivery.
Outcome
Outcome This will allow government organizations to deliver Outcome
This allows governments to deliver seamless, self- seamless, automated, personalized omnichannel This will enable public sector organizations to deliver
service, automated omnichannel services to citizens. services to citizens. exceptional, dynamic, personalized service to citizens.
20% 48% 70% Baltimore County City of Provo Auckland Council

higher customer satisfaction lower customer service post of digital citizen services to
Schools We were trying to figure out “With a stable platform in
how to get resident place, we can stop looking
for organizations where call work time for be transacted online by 2020, “Qualtrics gave our team the
information as quickly as internally so much and look
detailed customer profiles, organizations where reporting enabled by SAP Customer ability to reach people on any
possible. Qualtrics gives us outwards on how we can use
history, preferences are tools are used to continually Experience device and in any language.
representative data in real technology to benefit the
maintained for each customer monitor and to drill down into The district could promote it,
time so that we can improve business" - Mark Denvir,
for planning activities, at the call statistics and then others could
the quality of life for all our Director of ICT
point of interaction promote it, which increased
residents, not just those who
our response rates
show up to city council
dramatically - from 500
meetings" - John Curtis,
responses before Qualtrics to
Mayor
over 70,000 after Qualtrics!” -
Renard Adams, Executive
Director of Performance
Management and
Assessment

Industry Road Map | Public Sector | Finance
Transforming Finance for a Digital World
Accounting and Accounts Finance Treasury Real Estate Enterprise Risk Cybersecurity
Financial Close Payable and Operations Management Management and and Data
Receivable Compliance Protection

Need Need Need
Public sector customers want an integrated, holistic Government customers want a smart infrastructure Public sector organizations want a financial and
finance and budget system that not only supports that allows for integration of various data sources, thus budget system that provides unparalleled automation
business model innovation but also is intelligent, is enabling intelligence across all financial and budget capabilities, assists employees with smart
intuitive to use, and ensures compliance. processes – while being compliant at all times. recommendations, has self-learning capabilities, and
allows for simulation and prediction in real time.
Highlight Highlight
SAP S/4HANA provides steering capabilities across all We are working on combining transactional and Highlight
government dimensions and allows organizations to analytical finance data to deliver advanced analytics, We aim to provide forecasting, prediction, and
optimize major finance and budget key performance prediction, and simulation and also automation. simulation capabilities and a budget forecast
indicators. supported by machine learning. We will build reporting
Outcome and predictive capabilities and provide further
Outcome This will enable real-time steering and fact-based automation.
This allows public sector organizations to run decision-making on line-item data with prediction and
innovative, automated, and seamless financial and simulation capabilities. Outcome
budget processes, with accurate close for This will allow organizations to run an integrated
transparency and accountability. intelligent government with seamless insight and
automation.
-20 to -40 SAP 7% 88% #1 21%

Join our SAP Finance & Risk
Audit cost Management Virtual Event on shorter days payable say the CFO is increasingly function planned/deployed lower error rate in invoices
demand. outstanding for organizations involved in strategic decision for SAP S/4HANA is sent out for organizations
https://events.sap.com/us/sap- where invoices are routed making outside of finance.” Finance/Accounting #1 where collections and dispute
finance-and-risk- through an electronic Source Oxford Economics function according to IDC's management are integrated
management-virtual- workflow process for global survey report of 1,500 whitepaper ‘Voice of the and online dispute resolution
event/en/home approval and exception CFO's and other senior Customer: 10 Insights, Direct is enabled
handling executives released from SAP S/4HANA Pioneers

Industry Road Map | Public Sector | Human Resources
The new world of work
Core Human Payroll and Talent Talent People

Resources and Time & Management Acquisition Analytics
Service Delivery Attendance and Learning
Management

Need Need Need
Governments want recruiting software that helps them Traditionally, HR software has been designed for the Successful modern public organizations require
source, engage, and hire the best talent by delivering HR user, not the workforce. The modern government intelligent, end-to-end business processes across
a candidate-first experience. workforce needs efficient, intelligent interactions with functional areas and solutions.
their HR systems.
Highlight Highlight
We have delivered embedded candidate relationship Highlight For a common digital foundation, we envision
management capabilities as part of our recruiting We are working on a new product design and user providing key business and master data objects as
solution. We also added concurrent employment experience focused on delivering individual, guided reusable assets on SAP Cloud Platform. We will also
capabilities. interactions for the entire workforce across every integrate HR with position budgeting and control.
device. We are also working on integrating hire-to-pay
Outcome functionality with financing objects in public sector Outcome
This enables government organizations to attract management. This allows public sector organizations to move from
more-relevant candidates and efficiently manage the integration through data exchange to integration
hire-to-retire employment process. Outcome through data sharing to facilitate the orchestration of
This will provide all employees of public sector all data and steps into a seamless process.
organizations with individual user experiences for all
their specific HR needs and matters.
6% Fire & Rescue 17% 28% Post NL

higher employee engagement
New South Wales lower Cost per Hire for lower voluntary turnover for
25% Reduction in the cost of
IT and HR processes
for organizations that have a 3,000,000 skills and organizations where HR organizations where
formal succession planning qualifications managed by works with business leaders processes are in place SAP SuccessFactors Work-
process in place, with key SAP HANA in real time during the business planning throughout the organization Life with Thrive Global helps
internal people identified to process to identify future to ensure that employees are organizations strengthen
replace current leaders as workforce requirements working together with their employee satisfaction and
they retire managers to set goals health, by enabling both
employees and managers to
explore aspects that affect
their well-being, and get
personalized
recommendations for
improvements.

Industry Road Map | Public Sector | Procurement
Drive sustainable savings while supporting innovation.
Sourcing and Operational Supplier Inventory and External Central Services Invoice and Procurement Supplier
Contract Procurement Management Basic Workforce Procurement Procurement Payables Analytics Collaboration
Management Warehouse Management Management
Management

Need Need Need
Government organizations want to move from Public sector organizations want greater automation of Public sector procurement departments want to run as
traditional procurement to a strategic model focusing manual procurement tasks and require agility to efficiently and effectively as possible. They want to
on collaboration, cost, and quality. respond to changes such as price volatility, shortages, use data as an asset to gain valuable insights and
and supply interruption. transform source-to-pay processes.
Highlight
We provide a centralized solution for purchasing, Highlight Highlight
contracting, and analyzing spend across systems. We are working on delivering procurement solutions We aim to use machine learning to automate
Sourcing, contracting, supplier information, and that eliminate manual processes that make it costly procurement and enhance its capability to determine
performance management are fully integrated. and time-consuming to manage exceptions and the most competitive rate or to indicate whether a
enforce compliance. supplier is not meeting business and regulatory
Outcome requirements, for example.
This enables government organizations to better Outcome
manage procurement and make more-informed This will allow government organizations to free up Outcome
decisions on spend. procurement professionals to focus on higher-value This will allow public sector organizations to automate
work and spend more time developing relationships routine transactions and use analytics to run more
with suppliers and internal stakeholders and create efficiently and effectively.
additional value for the business
County of Santa Province of Nova Ausnet Services 32% Deutsche Bahn

Clara Scotia AusNet Services is one of
lower procurement cost for
was able to generate more
Australia’s leading energy than 500,000 procurement
90% Acquisitions approved The Province of Nova Scotia organizations that foster
providers “Ariba Network is invoices and orders across
within the same day, Step Up for Students delivers is on a digital transformation supplier competition for
the glue that connects us global operations, hands-
compared to four weeks educational scholarships to journey. Part of that commodity spend to further
with suppliers. It gives us free.
previously low income and special transformation has included reduce price and achieve true
greater control and helps
needs students. SAP Ariba an alignment in purchasing market value
ensure they get paid quickly.
has helped to reduce the across ten districts. With SAP
This means better
amount of time required to Ariba procurement solutions,
relationships with vendors
reimburse families. Together this has resulted in savings in
and lower costs for us. In the
with SAP Ariba, Step Up for excess of $25–$30 million.
end, this benefits everyone
Students enables families we serve” - Cor van der
and kids to more easily Scheer, Procurement
choose an educational path Processes and Systems
for their individual, unique Manager
situation.
Roadmap in Detail

Policy, Planning, and Performance
Key recent and planned innovations
Recent innovations 2019 – Planned innovations1
Public sector management on premise Public sector management on premise

 Improve visibility on grant KPI for the grant-responsible administrator  Reduce reconciliation efforts with the U.S. federal financials integration
and grant specialist into the universal journal
 Improve visibility on Grant KPI for the grant-responsible administrator  Improve budget maintenance compliance with the simplified multilevel
and grant specialist (enhancements) budget structure in funds management budgeting
 Improve grants management analytics by providing a virtual data model

 Provide accurate reporting and integration when using the Extended Public sector management in the cloud
Reference Document Number  SAP S/4HANA Cloud for public sector (focus on U.S. state, local, and education
market)
 Funds management capabilities
 U.S. fund accounting
 SAP S/4HANA Cloud for public sector road map
Digital cabinet room

 Public sector DCR template for ministry of finance
To view all SAP innovations for the public sector, visit Innovation Discovery. SAP S/4HANA and SAP S/4HANA Cloud innovations
1. This is the current state of planning and may be changed by SAP at any time without notice.
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC

This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or noninfringement. 13
Policy, Planning, and Performance
Future direction and vision
2019 – Future direction1

2020 2020 – Vision1
2021
Public sector management in the cloud Connected products (SAP Cloud Platform)
 SAP S/4HANA Cloud for public sector  Additional applications based on data foundation for public sector
– Additional funds management capabilities  Leverage Experience Management solutions from SAP for the
– Grantee management capabilities public sector
 Machine learning and predictive business actions for government Machine learning
Leverage blockchain usage in governments Transform
capabilities
 Trusted workflows
 Increase automation for government processes and embed digital SAP Leonardo
 Document digitalization scenario
assistant features Optimize
Connected products (SAP Cloud Platform)

 Behavioral Insights – extensions
 Additional applications based on data foundation for public sector
 Leverage experience management with Experience Management
solutions from SAP (formerly from Qualtrics) for the public sector
Machine learning
 Machine learning and predictive business actions for government Transform
capabilities
 Increase automation for government processes and embed digital SAP Leonardo
scenario
Optimize
assistant features
Digital cabinet room
 Public sector DCR template for other ministries
To view all SAP innovations for the public sector, visit Innovation Discovery.
1. This is the current state of planning and may be changed by SAP at any time without notice. SAP S/4HANA and SAP S/4HANA Cloud innovations SAP Leonardo
Optimize Extend Transform scenarios
Revenue Collection

2019
End-user productivity End-user productivity
 SAP Fiori tiles with KPIs for tax and revenue management  SAP Fiori app for financial roles
 Increase visibility on form bundles total amounts and total number by using the new  Interactive deep-dive analysis
analytical apps that are part of SAP Smart Business
 Increase transparency into the number of overdue filing obligations and active Low-touch taxation
registrations by using the new analytical apps that are part of SAP Smart Business  Further debt management optimization
 Asset/income polling
Low-touch taxation
 Real-time dunning
Taxpayer services
 Increase efficiency when searching form bundles, using a new SAP Fiori app
 SAP Customer Experience – accelerator for public sector
Taxpayer services
 Additional content for multichannel foundation for public sector Business agility
 Debt management campaigns
Business agility  Compliance rating
 Co-liability processing
 Debt collections management (rule-base grouping of debt; derivation of collection Decision-making
strategy; asset and income-based collection; modeling of enforcement actions)  Embedded machine learning capabilities with Behavioral Insights – beta version
Decision-making
Simplify IT
 Asset/income register
 Reduced implementation effort: Financial customer care as part of SAP
Simplify IT S/4HANA for customer management
 Fraud management enabled on SAP S/4HANA  Gain insights into taxpayer patterns and collection strategies

Revenue Collection
2020 – Future direction1 2021 – Vision1
End-user productivity End-user productivity

 Additional SAP Fiori experience for tax processing roles  Mobile roles, such as debt management
 Reduced implementation effort: Debt management as part of SAP S/4HANA
for customer management Low-touch taxation
 Connected assets
Low-touch taxation  Blockchain (trusted workflows; document digitalization)
 Further multichannel abilities to enable low-touch or zero-touch taxation
processes Taxpayer services
Taxpayer services  Additional omnichannel tax community engagement based on SAP Customer
 Omnichannel tax community engagement based on SAP Customer Experience
Experience  Leverage Experience Management solutions from SAP for public sector
 SAP Customer Experience – accelerator for public sector – increase of  Increase automation for government processes and embed digital assistant features
services Business agility
Business agility  Bankruptcy handling
 Audit management
Decision-making
 Integrated debt management campaigns
 Embedded digital assistance
Decision-making  Behavioral Insights – extensions
 Embedded machine learning capabilities with Behavioral Insights – general  Additional applications based on data foundation for public sector
availability
Simplify IT
Simplify IT
 Further CRM capabilities available on SAP S/4HANA

Service Delivery

Customer service management (cloud, SAP Cloud for Customer) Customer service management (cloud, SAP Cloud for Customer)
AI/ML/bots for intelligent service AI/ML/bots for intelligent service
 Supervisor insights using ticket intelligence (Q3/18)  E-mail templates and solution recommendation (Q2/19)
 Similar tickets (Q4/18)  Self-service/agent-assist bots (Q2/19)
 View prediction context for service categories (Q4/18)  IoT for condition-based maintenance (Q2/19)
 Auto – extraction and on boarding (Q4/18)  Translation service (Q2/19)
Communication channels Communication channels

 SAP Fiori Client support for social channels (Q4/18)  Unified agent desktop (beta) – communication channel with enhanced user experience
(Q2/19)
 Interactions – list view – detail section (Q4/18)
 E-mail – signature support e-mail editor (Q4/18)
Customer data cloud – integration
 SAP Fiori support for chat channels (Q4/18)
 Leverage central business partner service (Q2/19)
 Social – WeChat – custom integration using WeChat miniprogram (Q4/18)
 CTI – enhanced business partner (BP) search, support for contracts, customer identification
on personal address (Q4/18)

Service Delivery

Customer engagement center (cloud, SAP Customer Engagement Center) Customer service management (cloud, SAP Cloud for Customer)
Omnichannel extensions Analytics
 Redesigned visitor chat client (Q3/18)  Smart discovery and smart predict (Q2/19)
 Inline-image support for e-mails (Q3/18)
 Support for Twilio Programmable Voice (Q3/18)
Customer engagement center (cloud, SAP Customer Engagement Center)
 Business hours for queues (Q3/18)
Omnichannel extensions
 SMS and additional messenger channels (Q2/19)
 Rich-text content support for chat and messenger channels (Q2/19)
 E-mail inbox (Q2/19)

Service Delivery

Customer engagement center (cloud, SAP Customer Engagement Center) Customer engagement center (cloud, SAP Customer Engagement Center)
Customer experience and guidance for customer service agents Customer experience and guidance for customer service agents
 Native integration to SAP Conversational AI (formerly known as Recast.AI) for  Unified agent desktop with next-generation UX covering all components of
customer-led bot scenarios for bot-to-agent handover with fallback channel in SAP the
Conversational AI (Q3/18) SAP Service Cloud portfolio (Q2/19)
 Richer agent-notification banner (Q3/18)  Virtual assistant for agents, enabled by SAP Conversational AI (Q2/19)
 Multilanguage support for canned responses (Q3/18)  Agent guidance and motivation leveraging the SAP Service Cloud portfolio
 3rd-party knowledge management provider support (Q3/18) (Q2/19)
Intelligent suite
Framework and solution configurability
 Additional support for high-touch customer service leveraging SAP S/4HANA
 Enhanced UI-based configuration (Q3/18) Cloud service assets (Q2/19)
 Analytics support with SAP Analytics Cloud (Q2/19)
 Trigger surveys from service tickets (Q2/19)

Service Delivery
 Further enhancements to SAP Commerce, citizen Digital wallet  Continued improvements in agent usability, agent guidance, Conversational
management
engagement accelerator Transform
and agent productivity, blending all channels to support Optimize
CX bots
 Leverage blockchain usage in governments “no touch” to “low touch” to “high touch” service
 Strong service back office functionalities with SAP S/4HANA “service core”  Investments in next-generation, AI-based problem-solving capabilities, virtual agents,
predictive service, next-best action, problem resolution, and knowledge management
 Leading field service capabilities with SAP Service Cloud, incl. anywhere, anytime
mobility  Continued improvements in mobile capabilities, scheduling optimization, and the
Internet of Things (IoT)
 Sophisticated, omnichannel customer service with SAP Customer Engagement
Center  Ensuring digital handshake between back office and front office to support end-to-end
service scenarios
 Holistic and truly end-to-end service processes with no integration breaks, on spot
supported with selected partnerships  Embed the in-the-moment customer profile across all touch points and all channels
of engagement while respecting data privacy and protection
 Inject machine learning and artificial intelligence into every aspect of marketing
 Additional blockchain use cases for government
 Leverage Gigya capabilities across the marketing cloud to ensure permission and
consent are at the heart of every marketing execution  Transform the front office with intelligent orchestration of customer Digital wallet
journeys, leveraging machine learning and artificial intelligence Transform management
 Embed the in-the-moment customer profile across all touch points and all channels
of engagement while respecting data privacy and protection
Service Delivery
Social Protection Social Protection

 Social service management on SAP S/4HANA (1809)  Debt collection management on SAP S/4HANA (1909)
 Investigative case management on SAP S/4HANA (1909)
 Enhancements to citizen engagement accelerator (SAP Customer Experience)
 Machine learning for behavioral insights
Machine learning
(cloud and on premise, SAP Leonardo) Transform
Service Delivery
Social Protection Social Protection

 Enhanced staff UI (on premise, SAP S/4HANA, SAP Fiori)  Enhanced circumstance data management capabilities (on premise, SAP S/4HANA)
 Enhancements to citizen engagement accelerator (SAP Customer Experience)  Intelligent process automation capabilities
 Emotional AI capabilities  Experience management capabilities
Machine learning
(cloud and on premise, SAP Leonardo) Transform
 Digital nudge capabilities (SAP Marketing Cloud)

SAP Customer
Extend Insight
Procurement
Sourcing and Contract
Management Services Procurement
Procurement Operational Procurement

Invoice and Payables
Management
Supplier Management Procurement Analytics

Key recent and planned innovations Inventory and Basic
Supplier Collaboration
Warehouse Management
SAP S/4HANA Sourcing and Procurement External Workforce
Management Central Procurement
SAP S/4HANA 1809  SAP S/4HANA 1909 + SAP S/4HANA Cloud 1902, 1905, and 1908
 Enablement of SAP S/4HANA as central contract management hub with contract  Comprehensive smart-contracting scenario that integrates with legal content
distribution assembly to generate, process, and archive legal content based on
 Legal content management overview page preapproved clauses and templates
 Auditing of procurement collaboration with blockchain
 Holistic supplier and category monitoring
SAP S/4HANA Cloud 1811
 Display change history in request for quotations
 Item category “material group” for purchasing contracts
 Copy legal transactions
 Automatic renewal of legal transactions
 Complex legal transaction-relationship hierarchies
 Legal transaction-relationship hierarchies
 Copy central purchase contracts
 Enable storage locations and increase flexibility in the distribution of central purchase
contracts  Check and change BAdI in central purchase contracts
 Enhanced Integration with SAP Cloud Platform Legal Content Assembly
 Extension of purchase order and contracts for open purchase requisition
 Sourcing in SAP S/4HANA for central procurement

Procurement

Management

Future direction and vision Inventory and Basic
SAP S/4HANA Sourcing and Procurement External Workforce
Future direction Vision

 Conversational voice interfaces and machine learning  Robotics process automation (RPA) across procurement in combination
 Enhanced semantic analysis of legal documents to clean up legacy content archives with artificial intelligence
 Transform manual procurement processes in requisitioning, ordering, and sourcing to
system-operated automatic processes based on machine learning and data prediction

Procurement

Management

SAP Ariba Sourcing and SAP Ariba Procurement External Workforce
Sourcing Sourcing
 Operational Reporting API for sourcing – support for additional reportable fields  Simplified Excel upload template for event creation
 Continuous improvement to user experience based on customer feedback  Support for two-envelope bidding procedure
 Modify an already published event using Excel upload/download
Contracts  Excel export of event bid history
 Simplified NDA creation  Enhanced optimization engine/ability to create constraints limiting the number
 Supplier risk scores and engagement risk integration of winners based on any item term within an event
 Clause information in outline view  Allow buyer to specify only one currency option for each line item
 Service hierarchy and service line-item definitions
 Pricing conditions for volume and time breaks Contracts
 Update and append line items in CLID from sourcing award  Manage individual redline changes
 External workflow API  Mass clause upload
 Item attributes reporting  Commodity price escalation
 Category attribute hierarchy  Mass conditioning for clauses in contract authoring
 Lot support for contract line items  Load documents to multiple workspaces
 Additional header fields in search results  Category terms in contract attribute hierarchy
 Generic relations between fields

Procurement

Management

SAP Ariba Sourcing and SAP Ariba Procurement External Workforce

 New dashboard  New user experience for sourcing and contract activities
 Enhanced collaboration for sourcing user experience  Contracts – risk integration
 Integration with SAP Analytics Cloud  Integrated OCR
 Intelligent dashboard feed, recommendations and event creation  SAP Ariba and SAP Fieldglass solution contracts integration for bidirectional data
 Enhanced multiround RFx bidding exchange
 Near real-time data loads  Intelligent enterprise dashboard news feeds
 Bulk contract management
 Retail industry support
 New e-signature API to support any e-signature provider
 Intelligent contract repository

Procurement

Management

SAP S/4HANA for operational procurement External Workforce
SAP S/4HANA 1809 SAP S/4HANA 1909 + SAP S/4HANA Cloud 1902, 1905, and 1908
 SAP S/4HANA – enhanced with central purchase management capabilities  Reflect original status of purchase requisition after copying
 Centralized approval for purchase orders in SAP S/4HANA  Self-service purchase requisitions for professional users
 Reduce free-text items using machine learning with SAP S/4HANA  Team purchasing and completion workflow
 Propose a material group, using machine learning with SAP S/4HANA  Conversational voice interfaces and machine learning
 Situation handling for supplier confirmation and purchase requisition processing  Centralized approval of back-end purchase requisitions in SAP S/4HANA for
central procurement
SAP S/4HANA Cloud 1811  Subcontracting in purchasing documents
 Enhancements to the professional purchase requisition  Determination of purchasing group based on material group in self-service
requisitions
 Notification on workflow item rejection
 Configuration and cloud BAdI to determine workflow restart conditions
 Purchase order history – document flow
 Authorization checks in shop on behalf scenario
 Supplier confirmation delivery time prediction using machine learning
 Centralized business and technical monitoring in SAP S/4HANA for central
 Search for a central procurement requisition number in SAP S/4HANA Cloud procurement
 Flexible workflow for central purchase requisitions
 Direct navigation to the back-end purchase order after creation in SAP S/4HANA for
central procurement
 Note and attachment indicators in SAP S/4HANA for central procurement

Procurement

Management

SAP S/4HANA for operational procurement External Workforce

 Semantic, multiple, back-end process capabilities: procurement shared services  Robotics process automation (RPA) across procurement in combination
center with SAP S/4HANA with artificial intelligence
 Established partner ecosystem-building procurement extensions in SAP S/4HANA  Smart workflow to automatically assign tasks and exceptions to responsible person
Cloud
 Conversational voice interfaces and machine learning
 Transform manual procurement processes in requisitioning, ordering, and sourcing to
system-operated automatic processes based on machine learning and data prediction
 Highly integrated internal and external collaboration accelerates and improves
procurement business decisions

Procurement

Management

SAP Ariba solutions for operational procurement External Workforce

Guided buying capability Guided buying capability

 Cancel purchase orders from guided buying  Add approver without editing requisition
 Present new search results page for customers  Manage warnings from Validate and Enrich API
 Enable item recommendations and basic Web analytics reports
Catalog and Spot Buy capability  Enhance validation policies
 Requisition on behalf of  Non-PO invoice support
 Improve Spot Buy performance through transition to SAP HANA DB  Multiple policy violation messages
 Filter tiles using job function
Catalog and Spot Buy capability

 Approval lookup in catalog management system (CMS)
 Item specification field for specifying additional catalog item attributes
 Improved image publishing and filtering
 Catalog comparison report export
 Enable tile search in Spot Buy
 Introduce marketplace payment
 Unified comparison and filters

Procurement

Management

SAP Ariba solutions for operational procurement External Workforce


 Manual deletion of documents in catalog management system (CMS)  Transform manual procurement processes in requisitioning, ordering, and sourcing
 Consume ERP-specific item details for qualified catalogs to system-operated automatic processes based on machine learning and data
prediction
 Latest stock update
 Accelerate and improve procurement business decisions with highly integrated
 Reserve stock items internal and external collaboration

Procurement

Management

SAP Ariba solutions for supplier management External Workforce

Open API Supplier 360 new user interface

 Supplier Data Access API – support for pagination, filtering, and incremental access to  Enhanced user experience for simplified information discovery and access
supplier data
 Supplier Questionnaire API – support for access to supplier questionnaire content Qualification
 Enhanced qualification using process flow and modular questionnaires
Certificate management components
Weighted average scoring for modular questionnaires
Modular questionnaires – stand-alone external and internal

Procurement

Management

SAP Ariba solutions for supplier management External Workforce


 Expanded registration using process flow  Rules-driven continuous performance reviews incorporated into overall supplier
 Customer defined qualification processes profile/identity
 Supplier segmentation based on business process and activity  Full visualization of the identification to performance measurement status of
suppliers leveraging artificial intelligence and machine learning techniques
 Supplier hierarchy – creation, access, use
 Action plan management
 Supplier development and phase-out

Procurement

Management

SAP S/4HANA for services procurement External Workforce

Services invoicing and procurement Service invoicing and procurement

 New simplified service process in SAP S/4HANA  Service procurement integration with SAP Fieldglass solutions
 Flexible workflow for service entry sheet  Attachment transfer to service entry sheet
 Usage of material in limit items

Procurement

Management

SAP S/4HANA for services procurement External Workforce


 Simplified service procurement integrated with preceding and subsequent business  Simplified service procurement integrated with preceding and subsequent business
processes in SAP S/4HANA, SAP Ariba, and SAP Fieldglass solutions processes in SAP S/4HANA, SAP Ariba, and SAP Fieldglass solutions

Procurement

Management

SAP Ariba solutions for services procurement External Workforce

Services invoicing and procurement Service invoicing and procurement

 Editing and resubmitting declined service entry sheets  Service sheet approval e-mail enhancements
 Import service entry sheets from external system  Support unknown account assignment category
 Line-item credit and debit memo enhancements for services
 Ship notice for service orders containing material items
 Consuming and displaying imported CLID fields
 Limit order for SAP integrated sites
 Support for ERS for services
 Creating a correction service entry sheet

Procurement

Management

SAP Ariba solutions for services procurement External Workforce


 Project-based spend  Simplified service invoicing processes integrated with preceding and subsequent
 Service estimates coverage business processes in SAP S/4HANA and SAP Fieldglass solutions
 Digital field ticket (DFT) support
 Work order integration
 Service hierarchy support

Procurement

Management

SAP S/4HANA for procurement analytics External Workforce

SAP S/4HANA 1809 SAP S/4HANA 1909 + SAP S/4HANA Cloud 1902, 1905, and 1908
 Material price variance analytics – improved transparency  Analytics for SAP S/4HANA for central procurement – global purchase order
 Analytics for scheduling agreements in SAP S/4HANA spend and central purchase requisitions
 Central purchase contract consumption  Increased flexibility in supplier-evaluation analytics
 Analyze purchase order item changes
SAP S/4HANA Cloud 1811  Analytics for SAP S/4HANA Cloud for central procurement
 Analytics for the procurement hub  Analytics for sourcing in SAP S/4HANA
 SAP S/4HANA for service spend in SAP Analytics Cloud

Procurement

Management

SAP S/4HANA for procurement analytics External Workforce


 Inclusion of social media platforms and sentiment analysis in procurement analytics  Transparent, real-time insight into supply-chain processes
 Digital assistant as coworker to provide insight-to-action proactively

Procurement

Management

SAP Ariba solutions for procurement analytics External Workforce

Procurement analysis and reporting Artificial intelligence and machine learning–based enrichment
 Analytical Reporting API – supporting filtering on time dimension fields (accounting  Supplier enrichment
date and order date)  Faster initial invoice classification

Procurement

Management

SAP Ariba solutions for procurement analytics External Workforce


 Enrichment processing within regional data centers  Transparent, real-time insight into procurement and supply chain processes with
 Enhanced supplier enrichment content (linkage type, trade styles) external system access to key insights/analytics

Procurement

Management

SAP Ariba solutions for supplier collaboration External Workforce

Planning collaboration Order collaboration

 Flexible configuration framework  Order confirmation exception management for buyers
 SMI based on days of supply  Consignment consumption report
 Handling units and packaging support
Quality collaboration  Improved serial number handling for subcontracting process
 Quality notification analysis
 Quality certificate in ship notice Planning collaboration
 Formula editor for custom key figures
Order collaboration
 Supply chain monitor usability enhancements Quality collaboration
 Material refurbishment subcontracting support  Quality notification user interface updates
 Serial number enhancements for ship notice
 Reshipment based on goods reversal and returns Intelligent enterprise and platform
 3PL ship notice creation capability  SAP Analytics Cloud–based embedded analytics
 Ship notice update and mass upload  Segregation of data based on authorizations for buyer users
 Quality Review API

Procurement

Management

SAP Ariba solutions for supplier collaboration External Workforce


 Planning collaboration  SAP Ariba performance score with machine learning and supply chain graph,
– Online Excel SMI/forecast perfect-order KPI
– Multitier inventory visibility
 Order collaboration
– Multitier buy/sell process support
– Scheduling agreement release confirmation
– Consolidated shipment collaboration
– SAP Global Track and Trace integration
– Batch report for subcontracting process
 Intelligent enterprise and platform
– Advanced UI authorizations for buyers
– SCC API framework to support extensibility on business process and analytics

Industry Road Map | Public Sector | SAP Transformation Navigator
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Based on your currently used products, this free self-service produces an individualized report highlighting business value, detailing integration to SAP S/4HANA and other cloud products, and
explaining transformation services and license information.
With the new time-slider feature, you can even identify the best point in time to engage in your journey to becoming an intelligent enterprise.
Discover the tool and your transformation path at https://support.sap.com/stn.

Industry Road Map | Public Sector | Learn More
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SAP Industry Road Map

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SAP Enables Businesses to Become Intelligent Enterprises

Blockchain distributes collaborative processes across the entire value network.

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Policy, Planning, Revenue Service Delivery Finance Human Procurement

By 2023, to enable timely decision

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Policy, Planning, and Revenue Collection Service Delivery

Digital Cabinet Room Contributions, Revenue, and Digital Experience

Public Sector Budget Operations Grantor Management

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Digital Cabinet Public Sector Public Sector

Recent Upcoming Future

84% Liverpool City Estonia Ministry

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Slovenian Finance Queensland Queensland Queensland Queensland Queensland

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Digital Social Grantor

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Core Human Payroll and Talent Talent People

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Drive sustainable savings while supporting innovation.

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Recent innovations 2019 – Planned innovations1

Public sector management on premise Public sector management on premise

 Improve grants management analytics by providing a virtual data model

Digital cabinet room

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2019 – Future direction1

Connected products (SAP Cloud Platform)

Recent innovations 2019 – Planned innovations1

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2020 – Future direction1 2021 – Vision1

End-user productivity End-user productivity

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Communication channels Communication channels

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Recent innovations 2019 – Planned innovations1

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2020 – Future direction1 2021 – Vision1

Recent innovations 2019 – Planned innovations1

Social Protection Social Protection

2020 – Future direction1 2021 – Vision1

Social Protection Social Protection

 Digital nudge capabilities (SAP Marketing Cloud)

Procurement Operational Procurement