BI for e-Governance Unleashing IT Democracy

Rohan KumarBusiness Manager – Oracle BI

Oracle in Government SolutionsDid You Know?

15 out of 15 US Federal Cabinet agencies get better results with Oracle

25 of the top 25 governments get better results with Oracle

24 of the top 25 US Cities and 15 of the top 15 US counties get better results with Oracle

10 out of 15 Major UK Government Departments get better results with Oracle

50 out of the largest 75 UK Local Authorities get better results with Oracle

Process: Top to Bottom Support for Government

Leading Enterprise Software Vendor• #1 in CRM, HCM, EPM, Middleware, and more• Most scalable, reliable, secure infrastructure• Most complete range of on-demand and

on-premise deployment options

Built-In Government Solution Capabilities• Government sourcing, procurement contracts• Constituent service via multi-channel contact center and case

management• Enterprise tax management including consolidated view

of tax payer• Financial management, human capital management

Largest Software Assistance Team• 64,500 development, support, and services professionals• 145 countries

Servers& Storage

OperatingSystem & VM

Database

Middleware

Applications

Consulting

Support& Training

Oracle’s Government FootprintOracleOracle

ISV Partners

Customer & Distribution Channels Customer & Distribution Channels Overlay Infrastructure for Shared ServicesAnalytics & Business IntelligenceAnalytics & Business Intelligence

Service Provider ManagementService Provider Management

Master Data ManagementMaster Data Management Case ManagementCase Management Payments & Collections

eCommerce EnginePayments & Collections eCommerce Engine

Constituent Channels

Self-Service PortalsSelf-Service Portals Constituent OutreachConstituent Outreach Contact CenterContact Center Field ServiceField Service Government OfficesGovernment Offices

Administration & Enterprise Management

Human Resources and Workforce ManagementHuman Resources and Workforce Management

Projects, Program Management & GRC Projects, Program Management & GRC

iLearning & Classroom TrainingiLearning & Classroom Training

Financials / Cash MgmtFinancials / Cash Mgmt

Records ManagementRecords Management

Procurement, Contract, and Supply Chain ManagementProcurement, Contract, and Supply Chain Management

Facilities Management & Field Services AutomotiveFacilities Management & Field Services Automotive

Helpdesk

InfrastructureMobility Hubs / Data Warehousing Integration Framework / SOA

Identity & Security Services Networking Database & Security Ext. Operating System

Virtual Machine Server Storage Systems & Data Center Mgmt

Development Tools

HR IT

Government Segments

Healthcare* & Social Services*Healthcare* & Social Services*

Justice & Public Safety*Justice & Public Safety*

Tax/Collections & Revenue Management*Tax/Collections & Revenue Management*

Environment Protection & Resource ManagementEnvironment Protection & Resource Management

Foreign RelationsForeign Relations

Public Education*Public Education* Defense* & IntelligenceDefense* & Intelligence

Public InfrastructurePublic Infrastructure

Public AdministrationPublic Administration

Economic DevelopmentEconomic Development

* Separate Industry Footprints Provided

5

Time

CompetitiveAdvantage

OPERATIONAL EXCELLENCE

MANAGEMENT EXCELLENCE

Cost – Lean and MeanQuality – Six Sigma, TQMSpeed – Real-time, JIT

Cost – Lean and MeanQuality – Six Sigma, TQMSpeed – Real-time, JIT

Smart – Deep InsightAgile – Decisive ActionAligned – Across the Extended Enterprise

Smart – Deep InsightAgile – Decisive ActionAligned – Across the Extended Enterprise

Management Excellence : The Next Competitive Edge

Government IT – Market Direction 2010

2010 Top Ten Predictions for Europe, Middle East & Africa

“.............Governments will be required to change the way they manage themselves and public money”

“……..There will be an increased attention on how money is being spent at all levels of government”

“Funding cuts will dictate the public service agenda..........”

“The word for 2010 will be rightsizing, underpinned by government transformation or modernization. Establishing priorities to guide rightsizing efforts will rise to the top of the administrative policy agenda”• In INDIA - Recession Proof

• NeGP, JnNURM, APDRP, SDC, • Increase in Governmental Spend

Tough days are coming

“do MORE with LESS”

A year ago...

“do BETTER with LESS...

Now:

and LESS and LESS...”

Public Sector Business Drivers

Keep the public debt under control

Support the economy

Support the citizen / stakeholders

Gain Public Trust

Tough days are coming

Public Sector Business Drivers

“You can have data without information, but you cannot have information without data”

Daniel K. Moran said

Getting Started with BI

• BI – a term borrowed from control panel in airplanes

• Government is in the ‘Business of Citizen Support”

• Measurable – profit & loss / Social welfare• Fundamental objective is superior delivery of

results from Govt. initiative• Exemplary r’ship between Govt. and citizen

Usage of BI – Govt. v/s Private

Who – What – Why – How

OfficialPolicy

MakersCitizen

Inter Department

Operational ReportsCapital Assets

Management FunctionC Customer Support

EfficiencyPredictive Analytics

Archival / ComplianceCustomer Satisfaction

Dashboard / Drill Down

Share on Portal / Publish

Statistical AnalysisAlerts / Mobility

WHO WHAT

WHY HOW

Usage of BI – In GovernmentFiscal Management

• How can we maximize revenue collections without increasing taxes?

• What work processes canbe automated to reduce costs?

Increasing Accountability• How can I improve trackingand reporting of public funds?

• What is the best way to enforce proper approval and document key

decisions / awards?

Citizen Centricity• What is the best way to improve responsiveness to citizen demands?

• How should cases be distributed to improve workload and consistency of

outcomes?

Data Security and Access• How can I automate collaboration

and still protect sensitive data?• What is the best way to provide

controlled, remote access to centrally managed information?

ConstituentsSuppliers CivilianServices

Social Welfare

– Shrinking resources require a tight cost management in order to guarantee an efficient delivery

of services

– When delivering benefits, being able to identify potential fraud is a key point to efficiently

consume resources

– Social Welfare organisations need to understand what are the right services to invest on

– Social Welfare organisations need to know at any moment what they have already spent, what

is committed and what still is available.

Public Safety

– Guarantee that the available resources are adequate to fight crime successfully, and that those

resources are used efficiently

– It is crucial to understand the trends of crime in order to be able to effectively forecast resource

requirements and allocate resources where they are needed, when they are needed

– Support to investigations

Challenges for Government by Segment

Defence

– Defence capability and defence readiness measurement

– Measurement of contingent risk is critical

– Internal service level measurement between Army, Navy, Air Force, Support organisations and

industry partners

– Increasing importance of internal and external contract monitoring and performance

measurement and management

– Many countries are increasingly turning to membership of alliances and coalitions such as

NATO, EU and the African Union, and are looking to collaborative equipment programs.

Membership requires strict management of funds.

Government Fiscal Management

– Expected revenue need to be assessed with great accuracy. It requires to take into account

factors such as price trends, estimation of GDP and debt rate.

– The tax gap estimation and tax gap reduction is the main challenge in order to avoid to raise

taxes. Being able to identify tax evasion is key.

Challenges for Government by Segment

Education

– Outcomes, performance measurement, financial results, predictive analytics and capacity

planning are the hot topics being discussed in education today

– The economic challenges and changing demographics are driving the need for more

accurate analysis and planning. The key is agility and turnaround time.

Local Government

– Different standards in each Department, Local Authorities. Need for integrated performance

measurement and management.

– Many services are under severe financial pressure (e.g. waste disposal, road repairs)

– Requirements for fairness, accountability, transparency, efficiency and effectiveness of

Local Authority funding

– Pressure on local taxes incomes and public safety.

Challenges for Government by Segment

* Target opportunities identified by text in red

Source: Accenture + Oracle

Monitor

Planning

CurrentWork

OpportunityStatus

Data N/A or No EHR Presence

Considering EHR

England: EHR initiative in process, PACS project is running in north region

France: EHR mandated by 2007. National RFP has been issued

Singapore: EMR system tender expected Q1 2005

Chile: National RFP for EHR project is expected soon

Argentina: 1st adoption of a digital radiography solution- 2004

South Africa: No EHR – but infrastructure being developed

Australia: HealthConnect is developing a National Information Network

USA – Federal ONC NHIN contract underway. Multiple State initiatives for RHIOS. Still emergent – national EHR by 2014 – Obama Stimulus Plan

Canada – Infoway set up to design and procure National EHR - $2 billion of government backing for regional EHR projects

Germany: One regional deal underway. Future EHR efforts are expected to be regional

New Zealand: National EHR system in place (complete)

Hong Kong: Territory wide Patient Master Index

Brazil: National Health Card Project.

Finland: National eHealht-Archives to be established

Netherlands:National Switch Hub

Malaysia: Lifetime Health Record (LRH) by 2010

Mexico: No EHR but aim for HL7 Integration – National Disease Surveillance going on

China: Plans to develop a national EHR

Italy: EHR regional initiatives have begun

Ireland: Procurement contracting has started to drive national EHR effort

Spain: Regional initiatives are being considered

Russia: 15 Diagnostic Centers project in progress. Plans being developed for national HER for 145 million people.

SEE: Bulgaria, Romania, Turkey and Serbia all developing national eHealth strategies.

Sweden: Developing a National Patient Summary

Denmark: New National IT-strategy to standardize EHR´s

e-Health is all over the place!National and regional initiatives

Payer

Life SciencesLife Sciences

Pharmaceutical

Medical Eqpt

BiotechRetailer/Distributor/Wholesaler

RegulatoryAgency

Employer

PayerPayer

ProviderProvider

Outpatient Care

Hospital/AMC/IDN

Tertiary Care

Government

RegulatorRegulator

Patient/ConsumerPatient/Consumer

BI in Healthcare – Industry TrendsHealthcare information needs are complex, but need single source of data

Reporting Soln on Clinical Application

HIS - Hospital Information System

Typical Healthcare InformationSpanning Operational & Management Excellence

BI in State Governance – New York City

• Launched on New York City’s website February 2008.

• Includes reporting data from more than 40 City agencies and organizations.

• Covers reporting periods from July 2002 (Fiscal 2003) to the present.

• Data is updated monthly, quarterly, or annually depending on the specific measurement.

• There are more than 500 performance measures reported in the CPR tool.

City-wide approach - Themes

Management Excellence in Local Govt

http://www.nyc.gov/html/ops/cpr/html/cpr_home/cpr_home.shtml

Sustainability Reporting – NY State

http://www.nyc.gov/html/ops/planyc/html/home/home.shtml

NYC Stat - Stimulus Tracker

http://www.nyc.gov/html/ops/nycstim/html/summary/summary.shtml

The Unique Challenges: BI in Government

• Mapping Mission to Metric

• User Adoption

• Intra departmental usage – cut duplicate IT

spend

• Political Influence – flavor of the season & long

term approach

Must Have BI Functionality

• Dash boarding for City Administrators

– Slice & Dice

– Drag & Drop (Interactive indicators)

• Guided Analytics, Alerts and Ad hoc reporting

• Online publishing

– Sharing information with the community

– Reporting in MS Excel / PDF / PPT / Website

your findings aren’t effective till the time it is shared with colleagues/public

Must Have BI Functionality

• Fast, easy installation– self service by business and not IT

• Predictive Analytics – prevention is better than cure

• Trial, training & support• Allow citizens to analyze and collaborate in

governance

Must Have BI Functionality

WorkspaceData Warehouse BI Foundation (BI Server)

Data Sources

From Warehouse to Workspace

• User Roles, Preferences• Simplified View• Logical SQL Interface

PRESENTATION LAYER

• Dimensions• Hierarchies• Measures• Calculations• Aggregation Rules• Time Series

SEMANTIC OBJECT LAYER

PHYSICAL LAYER

• Map Physical Data• Connections• Schema

Man

age

•Interactive Dashboards

•Ad Hoc Analysis

•Reporting & Publishing

•Disconnected & Mobile Analytics

•Proactive Detection & Alerts

•MS Office Integration

Cons

ume

Acqu

ire•Single Database

•Multiple schemas, logical separation

•Staging Data Layer (SDL)

•Foundation Data Layer (FDL)

•Access and Performance Layer (APL)

Security

Aligning to Strategy

E-MAIL ALERT

Send e-mail alert when a problem is detected

Analyze

Fix

How the Scorecard System Works

Business Intelligence

STRATEGY ANALYSIS

Interdepartmental CollaborationAutomate Manual Processes and Share Information

• Intelligently route workflow requests / approvals, assign

activities, and track audit trail• Conveniently and securely access case details and affected

party relationships• Efficiently manage case work,

associated documents, and knowledge base

• Make informed decisions based on an accurate, single source of

data

Service Agents

Other Agencies

Knowledge Base

Transaction Info

Case details

Citizen Info

Escalate

Interdepartmental BI

Marketing Procurement & Spend

FulfillmentManagement Financials Human

Resources

Employee Productivity

Compensation

Compliance Reporting

WorkforceProfile

RetentionAnalysis

Return on Human Capital

General Ledger

AccountsReceivable

AccountsPayable

Cash Flow

Profitability

ExpenseManagement

Revenue andBacklog

Inventory

FulfillmentStatus

CustomerStatus

Order Cycle Time

BOM Analysis

Direct / Indirect Spend

Buyer Productivity

Off Contract Purchases

EmployeeExpenses

Purchase Cycle Time

SupplierPerformance

Campaign Effectiveness

CitizenInsight

Product Propensity

Loyalty &Attrition

Market Basket Analysis

Campaign ROI

Service &Contact Center

ServiceEffectiveness

Citizen Satisfaction

ResolutionRates

Service RepEfficiency

Service Cost

Churn & Service Trends

SOLUTIONS• Oracle Customer Data Hub (CDH)

CHALLENGES / OPPORTUNITIES• Difficulty identifying and targeting the “right” citizens

for social benefits. The Public Distribution System (PDS) provides food rations to citizens but does not have systems or data to enforce rules: – Death certificates and death dates not shared with

PDS resulting in distribution of food inappropriately.– Housing Bureau information not shared with PDS and

so families with greater than 4 acres of agricultural land are participating in this benefit.

– Pensions are being distributed to citizens who should not qualify

– Electoral Department cannot verify date-of-birth for election registration

CUSTOMER PERSPECTIVEThe World Bank have funded a project named, Central Data Vault. Citizen data is being collected from multiple departments to be used for a variety of purposes. In addition a multi-purpose household survey is being carried out in 70 urban areas with the information gathered from these activities forming a single citizen repository.

EXPECTED RESULTS• Only qualified citizens will receive social benefits

resulting in a significant decrease in current aid• More accurate payments can be made to qualified

senior citizens resulting in significant savings • Age limit enforcement for voter registration• Sharing of key citizen information to all

government departments resulting in more focused service and savings

OVERVIEW• Uttaranchal is the 27th state of India with a population

of 21 million

Government of Uttaranchal - India Consolidates Data