CRM Technology Upgrade: Siebel Upgrade from Version 8.1.1.7 to 23.4

SOIN, as Oracle’s strategic partner, designed and executed a comprehensive upgrade plan that included: • Detailed Analysis and Planning: Thorough assessment of the environment, existing customizations, and business processes to define a clear roadmap and minimize risks. • Phased Migration: Execution of a strategy that prioritized system stability, including rigorous testing environments (development and quality) prior to production deployment. • Code and Customization Modernization: Review and adaptation of legacy extensions and integrations to ensure compatibility and optimize performance within the new architecture. • Performance and Stress Testing: Execution of specialized test suites to validate system stability, responsiveness, and scalability under simulated workloads, ensuring optimal performance in production. • Training and Knowledge Transfer: Training sessions for ICE administrators and key users to enhance adoption of new functionalities and administration tools.

• Modern and Secure Platform: ICE now operates on a stable, officially supported Siebel 23.4 platform with updated security patches and cloud readiness. • Business Continuity Ensured: Migration was successfully completed without impacting the critical services that ICE provides to citizens. • Foundation for Innovation and Modernization: The new version not only establishes the foundation for future adoption of artificial intelligence and advanced analytics, but also natively enables the use of REST APIs. This allows agile, standardized integration with modern CRM solutions, microservices, digital channels, and partner ecosystems. • Operational Cost Optimization: Reduction in costs associated with maintaining obsolete software, along with increased efficiency in internal system administration. • High Availability and Zero Downtime: Version 23.4 provides the technological foundation and capabilities required to implement maintenance operations and future deployments with zero downtime, a critical advancement that ensures absolute operational continuity during future upgrades and scaling. • Modernized Development Lifecycle (CI/CD): The upgraded platform incorporates the foundations for Continuous Integration and Continuous Delivery (CI/CD) workflows, enabling faster future developments, patches, and upgrades with greater control, quality, and deployment speed. • Successful Migration with Minimal Impact: The production launch was executed without affecting citizen services, and the system required only two weeks of stabilization—an exceptionally short period that demonstrated the robustness of the design, the thoroughness of testing, and the overall success of the upgrade. • Established CRM Technology Continuous Upgrade Process: The project initiated and enabled a continuous Siebel upgrade process with significantly reduced risk, which remains in place today (as of January 2026, Siebel version 25.10 is in production), allowing three upgrades per year without operational or functional business impact.

• Siebel CRM 23.4 • Oracle Data Base 19C • Java • Shell Scripts • Open Ui • SQL