CRM in Public Sector - Oracle · Justice, Public Safety, Security and Border ... material, paste markup ... Siebel 8.2 for Public Sector

2 Copyright © 2011, Oracle and/or its affiliates. All rights

reserved.

Insert Information Protection Policy Classification from Slide 7

CRM in Public Sector

Koit Puusaag

Industry Solution Architec, Public Sector Applications

East Central Europe and CIS

ORACLE

PRODUCT

LOGO

Month, Day, Year

Venue

City


reserved.


• CRM in Public Sector

• Siebel Public Sector & Case Management

• Case Management in Various Institutions

• Complementary solutions

• Analytical Approach

Program Agenda


reserved.







Program Agenda


reserved.


• Massive increase in demand

• Overwhelming case loads

• Significantly reduced budgets for services

• Constantly changing legislation and policies

• Must enable better long-term outcomes

What We‟ve Been Hearing


reserved.


Call Center Online In Person Government Office

Child Welfare Unemployment Insurance Housing Assistance Food Programs

• Siloed program infrastructure

• Inflexible legacy environments

• Expensive and disparate custom systems

Program Management Issues


reserved.


Key Elements of Transformation


reserved.


Key Elements of Transformation

• Facilitate Comprehensive Self-Service for Citizens and Service Providers

• Provide a Common Service Delivery Platform

- Citizen-Centric Case Management

- Portals and Content

- Automated Workflow & Assignment

- GIS

- Mobile Computing

- Comprehensive Rules Engine

• Provide Single Source of Truth for Citizen

Data

• Embed Business Intelligence

& Analytics


reserved.







Program Agenda


reserved.


„Case Management‟ is the process of collecting

discrete inquiries, performing tasks, executing

processes or other units of work that involve people

and parties both inside and outside an organization

working towards the objective of solving a specific

problem and thereby closing the case.

What is Case Management?

A Generic Definition:


reserved.


Incident

Crime

Application

- Benefit

- Service

- Residency

Incident Details

Suspect Description

Leads

Evidence

Applicant Details

Claim Details

Application Details

Route Tasks

Assign team

Plan follow up

actions

Assess Eligibility

And Entitlement

Decide Award of

Service or benefit

Plans routed to

Management

For Review and

Approval

Review & approve

or reject award

Next stage in

Justice chain - Arrest Suspect

- Prosecution

Make Payment

Deliver Service

Create Document

Something

Happens

Gather

Information

Make

Decisions

Gain

Approvals

Case

Closure

The Case Management Process Lifecycle

http://www.crimescene.com/store/images/large/yellow-evidence-tape_LRG.jpg

http://www.aberdeenentrepreneurs.com/FileLibrary/downloads/Application-form.gif

http://www.its.qut.edu.au/oncampusaccess/oncampus_access_decision_maker.jpg

http://images.google.co.uk/imgres?imgurl=http://www2.essex.ac.uk/cs/handbook/images/signpost.gif&imgrefurl=http://www2.essex.ac.uk/cs/handbook/index.htm&h=226&w=196&sz=10&hl=en&start=1&tbnid=zy73Az4V8-D22M:&tbnh=108&tbnw=94&prev=/images?q=signpost&svnum=10&hl=en&lr=

http://images.google.co.uk/imgres?imgurl=http://www-group.slac.stanford.edu/mfd/safetyoffice/images/approval.gif&imgrefurl=http://www-group.slac.stanford.edu/mfd/safetyoffice/work_authorization.htm&h=420&w=250&sz=20&hl=en&start=3&tbnid=ZPX4eiBvNMqLKM:&tbnh=125&tbnw=74&prev=/images?q=approval&svnum=10&hl=en&lr=

http://images.google.co.uk/imgres?imgurl=http://www-group.slac.stanford.edu/mfd/safetyoffice/images/approval.gif&imgrefurl=http://www-group.slac.stanford.edu/mfd/safetyoffice/work_authorization.htm&h=420&w=250&sz=20&hl=en&start=3&tbnid=ZPX4eiBvNMqLKM:&tbnh=125&tbnw=74&prev=/images?q=approval&svnum=10&hl=en&lr=

http://www.wansaoeboen.com/kei/veteraan.jpg

http://images.google.co.uk/imgres?imgurl=http://www.cs.uni.edu/~wallingf/blog-images/misc/scales-of-justice.gif&imgrefurl=http://www.cs.uni.edu/~wallingf/blog/archives/monthly/2005-12.html&h=450&w=447&sz=9&hl=en&start=2&tbnid=wwtWqEU7xNYXTM:&tbnh=127&tbnw=126&prev=/images?q=scales+of+justice&svnum=10&hl=en&lr=


reserved.


Call Center Client Identification

Intelligent routing

Problem resolution &

escalation

Web Self

Service Online benefits access

Problem reporting

Problem resolution

Email Auto-acknowledge

Routing

Assisted response

Social Services Workforce Services

Health services

Immigration

Justice & Public

Safety Enforcement

Fraud

Anti-terrorism

Tax & Revenue Tax

Customs

International Trade

Customer

Service

Case

Management

Transform Delivery of Public Services Oracle|Siebel Integrated Customer Service & Case Management


reserved.


Case

Initiation

Case

Resolution

• Enable a single view of the case, client or suspect across departments

• Convert manual processes with automated, streamlined workflow

• Analyze key processes to improve effectiveness and improve outcomes

Self-Service Call Center

Referral / Inquiry

Fulfill / Notify

Assess & Review

Route / Process

Automated Workflow and Task Support

Campaign / Event Mgmt Quote / Order Mgmt

Field Service

Service Delivery Options

Case Analytics Common Info

Repository Secure

Access

Unified Case Management with Siebel Enable Intelligent and Rapid Outcome


reserved.


Benefits Case Management – a Workflow-Driven Process

Receive

Application/

Fee

Validate

Data Review

Evidence

Interview

Applicant

Adjudicate

Case

Schedule

Interview Close

Case

Investigative Case Management – A situational and iterative Process

Record

Referral/

Lead

Conduct Surveillance,

Investigation,

Interviews, etc

Internal

Coordination

Gather Evidence

Administer Case:

Detain, Prosecute,

Update Case

Resolution

Open

Case

Track Status of Seized Property Track Agent/Officer Assignments Record Investigative Results

Internal Search

Across Disparate

Systems

Assign & Track

Leads

In a Case

Different Types of Case Management


reserved.







Program Agenda


reserved.


Lead Management

• Use as a secure collaboration tool,

natively tied to a case

• Route to the right resource for

followup & view as part of the

parent case

Offenses

Enter and track all crimes that the

perpetrators allegedly committed as

part of the incident (“assault”)

Offenders

Track known perpetrators of

criminal offenses

Identities

Track multiple aliases of

individuals in the system

Evidence Management

• Track all forms of Evidence & provide

secure visibility to all parts of the

organization

• Tie to “hard” assets

Incident Management

• Capture complete law enforcement

information on external events

• Convert to case & spawn requests

for service

Locations

Track specific locations using GPS

coordinates or community nicknames

(“the old mill”)

Subjects

Track individuals whose names are

unknown, but statistics are known

(“john doe”)

Circumstances

Track the “soft” issues or aggravating

factors that surround a case

(“alcoholism”)

Suspects

Contextual to a case, track all

suspects

Arrests Track arrests made in the course of

an incident investigation.

Arrests are tied to individuals.

Victims Track victims in the context of

offenses or incidents

Analytical Reporting and Control

Siebel Investigative Case Management Reduces Administrative Time for Front Line Personnel


reserved.


People Management Vision of the Individual's Environment

– Vision of relationships with

other people

• Family environment

• Agents assigned

• Groups associated

– Management of gangs and

group of people

– Integration with

applications detecting

hidden relationships such

as VisualSearch of Intetek

or i2

– Integration with biometric

identification systems such

as Daon


reserved.


People Management Management of Identities and Stays

– Identification

Management

• Passports, Visas ...

– Management of Stays

• Locations, dates,

expiration of permits

workflows

– Identity Management

• Different identities

associated to the same

Contact


reserved.


Incident Management Consistent Incident Capture and Reporting

– Integrated Offense & Arrest Tracking

• Ensure consistency across all incident data capture

• Categorize information in pre-built datamodel for ongoing reporting

• Integrate incident management into case management and citizen service processes

– Victim and Circumstance Tracking

• Clear view of the roles of individuals in a case

• Record additional information on context

• Capture victim injuries, property and schedule follow-up with integrated Service Requests

– Subject & Suspect Tracking

• Track information about suspects where identify information is not known

• Easily match to existing records


reserved.


Location Tracking Combines and Coordinates a Common Language

– Relate common address names

to locations

• Improves usability through the

use of common language

• It ensures accurate data

capture when the address or

exact coordinates are not

known

– It combines local information

with UTM coordinates lat / long

/ altitude

• Increase accuracy of reporting

when the exact address is not

necessary

• Services integrated with GIS to

analyze patterns in the

incidents or cases


reserved.


Case Management Control of Approval Processes

– Approval process with

templates

• Focus on the most urgent

cases

• Shortens the "stagnation" of

cases

• It reinforces the standard

processes

– Defining hierarchical approval

chain

• Flexible definition that reduces

downtime

• Avoid self-approval

• Suitable for various entities

such as research, testing, files

Create

Case

Submit

Case

Approver

Inbox Approve

Case

Approval

Template

Approvals Inbox


reserved.


Case Assessment (Evaluation)

– Allows to set ratings based on

templates that provide a "score to

the case”

– Simple design of questionnaires

with responses weighted


reserved.


Audit

• Maintains audit trail of records even read by users

– Only records that were „hit‟ by users

• Easy to use administration


reserved.


Customer Agency Program

Citizenship

Immigration

Canada

• Improved Immigration Services via a citizenship and immigration global case

management solution across 80 global locations, 39 points of entry

• Went live September 2004

Joint Strike

Fighter

Program

• Providing the U.S. Air Force, Navy and Marine Corps, the United Kingdom‟s Royal

Navy and Royal Air Force with an affordable tactical aircraft for the 21st century.

• Will use Siebel to respond to service requests, irrespective of location or method of

access and provide intelligent insight into all aspects of the weapons system's

performance

American

Red Cross

• American Red Cross works with state, local & national government agencies to

respond to natural and disasters, providing services like sheltering and feeding those

displaced by a disaster

• Disaster response personnel use Siebel on ruggedized laptops to capture information

in the field about incidents, injured persons, required supplies, & response measures

• Data is uploaded back to HQ via satellite trucks

Surface

Deployment/

Distribution

Command

• Defense Personal Property System (DPS) has worldwide responsibility for supporting

all branches of Service in streamlining movement of personal property.

• 500,000 shipments, $1.8B annually, complex approval and monitoring processes for

over 1,000 carriers

Dept of

Immigration

Australia

• Modernization of Immigration processes, issuance of visa‟s, immigration compliance

and detention management

Justice, Public Safety, Security and Border

Management


reserved.


Health & Disability Services Pensions & Retirement

Benefits Case Management Employment & Labor

Social Services

http://www.michigan.gov/mdch/0,1607,7-132----,00.html

http://cms.hhs.gov/

http://www.michigan.gov/ors/0,1607,7-144----,00.html

http://www.smals-mvm.be/smalsmvm/index.htm


reserved.


• Deliver client self-service

• Automatically assess

changes in circumstances

• Manage changing policy

rules

source legislation or

policy

executable document in natural language which business users

can understand and modify

copy source material, paste

into Word, markup

Social Services Case Management Ensure Clients Receive the Right Entitlements


reserved.


• Conduct welfare risk

assessments

• Design service plans

• Manage cases and address

allegations

Social Services Case Management Deliver Supportive and Protective Family Services


reserved.


• Refer cases to providers

• Administer service

providers referrals

• Tracks assessments and

success rates

Create

Case

Apply For

Benefits

Report

Incidents

Submit For

Eligibility

Create

Benefit Plan

Make

Referral

Order/Book

Resource

Locate

Providers

Contracts/

Financials

Order

Fullfillment

Update

Benefit Items

Manage

CaseClose Case

Social Services Case Management Manage Supporting Partner and Provider Ecosystem


reserved.







Program Agenda


reserved.

Insert Information Protection Policy Classification from Slide 7 •33

Oracle Policy Automation

• Business people write rules in multiple languages (7 European)

• Manage rules with Microsoft Word, Excel, Visio

• In-built simulation and scenario modelling

• Automated rule checks

• Automated and interactive rule testing

• Fully SOA-enabled out-of-the-box

• Integrated with Siebel plus….

• High performance inference engine

• At least five times faster than traditional development methods

Business

users create

the content

Unique tools

check rules

& show

implications

Quick, high

performance

deployment


reserved.


• Write rules in familiar Word and Excel documents in local language

• The same rules can be used across channels

• Eliminate the need for IT help

Web Screening Case Management

Oracle Policy Automation Write Rules Once, Use Many Times


reserved.


rate

increase rate

increase

threshold

adjustment applicant

gets a

job

child

moves out

pay raise rent

increase

time

• Efficiently handle changes

– Policy, e.g. a change in minimum age on a certain date

– Rates, e.g. quarterly increase of a benefit rate

– Client circumstances, e.g. number of children, marital status

• Process across multiple versions of rules and circumstances

Oracle Policy Automation Manage Client Changes


reserved.


Policy

Isomorphism

Determination Reporting

Temporal Reasoning

Dynamic Interactive Interviews

Policy Visualization

Business User Regression

Testing

Multi-Lingual Capability

Oracle Policy Automation 7 Unique Product Differentiators


reserved.


Web Services UCM

Partner Health care Unemployment Case Mgt

Child Welfare

Legacy SCM VA Finance Local

• Update shared information across agencies

• Cleanse & enrich data centrally manage in a federated model

• Share data as “single point of truth” based on privacy policies

Master Data Management Universal Customer Master (UCM)


reserved.


• Best Practice Processes

• Integrated Eligibility

• Child Welfare

• Labor

• Process Integration Packs

• AIA Foundation Pack for Disbursement, Contract Management

• Accenture led Disbursement

• Foundation Pack

• Application agnostic integration platform tailored for Public Sector processes

Public Sector AIA Foundation Pack Universal Customer Master (UCM)


reserved.







Program Agenda


reserved.


Evaluate incoming case load and plan support resources based on goals

• Perform outcome modeling to

discover relationships between

services delivered, population

and case resolution

Conduct process reviews

• Compare performance across

the organization and against

targets

Identify bottlenecks and analyze “root-cause”

• Address process problems

and make adjustments as you

learn from interactions

Partners Agent Executives Managers

…

- Operational Efficiency

- Workloads and Backlogs

- Performance Scorecard

- Work Center

- Targeting and Delivery

Case Management Dashboards

Case Analytics Continuously Improve Processes to Speed Resolution


reserved.


Sample Metrics of Case Analytics

Sample Metrics of Case Investigation

Benefits / Incidents • Avg Incident Duration

• Target Incident Duration

• Incident Load

• # of Orders

Lead / Incidents • Incident Load per Worker

• Lead Open / Close Rate

• # of Currently Active Leads / Incidents

• Lead / Incident Duration

• Payments

• Average Payments

• # of Customers

Examples of Pre-built Dashboards

Organizational Efficiency

• Case

• Lead

• Incident

• Activities

• SRs

Targeting and Delivery

• Delivery Overview

• Populations Served

• Customer

Demographics

• Case Outcomes

Performance Scorecard

• My Cases

• My Activities and SRs

• My Incident and Leads

• My Team Cases

• My Team Activities / SRs

Workloads and Backlogs

• Loads

• Priority

• Overdue

• Queue

Sample Metrics of Benefits Management

Case

Case

• Loads

• Durations

• Counts

• Open and Close Rates

Case Stage

• Durations

• Duration Index

Work Center

Case / Incidents

• # of Cases / # of Incidents

• # of Case/Incidents untouched for 15

days

Activity / SRs

• # of Activities / SRs

• # of Overdue Activities

• # of Critical Activities / SRs

Activity / SR

Activities

• # of Cases with Activities

• Days Activity Open

• Activity Creation Rate

SRS

• # of SRs with Activities

• % of SR with Overdue Activities

• Avg # of Activities per SR

Case Analytics - Sample Metrics


reserved.


Organizational Efficiency


reserved.


Incident Analysis Influencing Elements


reserved.


Advantages of Oracle Siebel Case Management

• De-couples Business Process from Bespoke Application

• Common Approach to Delivering Services

– Promotes re-use

– Removes need for „procurement per process‟

• Proven, Scalable Platform

– Reduce Operational Risks

• Centred Around The Customer

– In line with eGovernment

• Better Operational Oversight

• Measure and Refine Service Delivery

• Intelligence Led Applications

• Embedded Analytics drives Organisational Performance

• Support the Case Worker, Increase their Efficiency

• Focus on value for the user

• Greater Transparency

• Who Did What, Where, When, Why Across the Process


reserved.


Health & Disability Services Pensions & Retirement

Benefits Case Management Employment & Labor

Social Services

http://www.michigan.gov/mdch/0,1607,7-132----,00.html

http://cms.hhs.gov/

http://www.michigan.gov/ors/0,1607,7-144----,00.html

http://www.smals-mvm.be/smalsmvm/index.htm


reserved.


Q&A


reserved.



reserved.



reserved.


• Citizens

- Citizens informed thru social networks

- Access to information anywhere,

anytime

- Rising expectations of service

• Technology

- Networking pervasiveness

- Improved Security

- Lower price to performance

• Budget

- Resistance to long term IT funding

- Pressure to achieve more with less

- Enhanced accountability, scrutiny

Market Trend Customer Challenges

• Responsiveness • Flexibility • Efficiency • Lower cost • Higher expectations

Solution

The New Service Delivery Paradigm Keeping up with the pace of change

Applications for Outlook & Lotus Notes (soon)

Oracle Confidential - For Internal Use Only

Manage Partner and Provider

Ecosystem

Ensure Clients Receive the

Right Entitlements

Deliver Supportive and

Protective Family Services

• Provider lookup and referral

• Service plan creation and entitlement tracking

• Enhanced benefit plan structure and effective dating

• Appeals

Siebel 8.2 for Public Sector Closed Loop Enterprise Case Management

• Deliver client self-service eligibility across channels

• Automatically assess benefits for changes in circumstances

• Manage changing policy rules and ensure accurate lawful determinations

• Child Welfare program specific configured processes

• Program specific rule starter pack for screening

• Specialized built in assessment features – risk, safety, environment


reserved.


Oracle Public Sector CRM Ongoing Focus Areas

• Siebel 8.2.x – Enhanced Self-Service Functions

– Enhanced Intake and Eligibility Features

– Case State and Temporal Event Management

– Oracle Spatial/GIS Integration

– Enhanced Integration to Oracle Content Management

– Security Features

– Enhanced Service Provider Functions

– Additional Verifications Support

– Additional Correspondence Functionality

– Enhanced Appeals Management

– Mass Changes

– Support for Sanctions and Disqualifications

– Additional Financial Management Features

– Support for Mobile Devices

– Enhanced Service Plans

– Integration to Visualization Capabilities

– Ongoing Accessibility Enhancements

Copyright ©2010, Oracle. All rights reserved.

Oracle Invests in Public Sector Solutions

Best in Class:

State and

Local ERP

Best in Class:

Customer

Relationship

Management

Best in Class:

Tax and

Revenue

Management,

Utility Billing

Best in Class:

Content

Management

Best in Class:

Governance

and

compliance

Best in Class:

Project

Scheduling

Best in Class:

Technology for

Policy

Automation

Combined with US$3B

Annual R&D (FY09)

http://www.splwg.com/index.php

Documents

CRM in Public Sector - Oracle · Justice, Public Safety, Security and Border ... material, paste markup ... Siebel 8.2 for Public Sector