OPEN_GROUP_HYBRID_CLOUD_CASE_MGMT2 - Final

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Open Platform 3.0™ / Cloud Computing Series Defining a Hybrid Cloud Architecture Case Management Solution for a Public Sector Organization

Pete Tittle, Director, Enterprise Architecture North America Architecture Leadership

Maharshi Desai, Director, Enterprise Architecture North America Architecture Leadership

Date: July 21st, 2015

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Agenda

Introduction

Digital Government: what it is and why it matters

Hybrid Cloud: a critical component of Digital Government

Case Study: hybrid cloud strategy for public sector case management

Wrap-up

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Agenda

Introduction




Wrap-up

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Introduction

Pete Tittle Director, Enterprise Architecture North America Architecture Leadership

Reston, VA +1 (703) 364-0247 [email protected]

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Maharshi Desai Director, Enterprise Architecture North America Architecture Leadership

Reston, VA +1 (703) 364-2029 [email protected]

mailto:[email protected]



Agenda

Introduction




Wrap-up

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The use of any digital technology to enhance and simplify services and experiences to do business with Citizen and Partners.

What is Digital Government?

Social Mobile

Internet of Things

Analytics &

Big Data

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Cloud


Web Mobile

Social Email

@

Store

Call Center

Mail

Partner

“I entered this information last week. Why do I have to do it

again?”

“When I clicked ‘Chat Now,’ the agent had no record of my

past interactions nor my service history”

“Why can’t I submit all my paper work online to get

permit instead of going to local office?”

What is Driving Digital Government?

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Social Analytics &

Big Data

Cloud Internet of

Things

Mobile

Money Improve Citizen Experience Increase Agility Improve Operational Efficiency

Quality of Service to Citizen

Multi-channel Access Support

Proactive Information Alerts

Increase Satisfaction

Innovation

Expand service Offering

Serve more Citizens

Better Mission Alignment

Collaboration

Faster to rollout new capabilities

Reduce resource Needs

Reduce Operation Costs

What is the Impact of Digital Government?

9


Key Characteristics of Digital Government

• Connected

– Provides “digital” interaction between Citizens, government, things and the business

• Integrated

– Seamless process integration across delivery channels, networks, systems, applications, and services

• Intelligent

– Continuous analysis of raw data provides real-time insights and supports decision making

• Contextual

– Aware of current attributes such as location, time, environment, activity, intent, role, etc.

• People-Centric

– Designed for end users: convenient, helpful, timely, accurate, easy to use, and personalized

– May apply to different groups of people: consumers, citizens, business employees, etc.

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Oracle Digital Platform Reference Architecture Architecture Guiding Principles

Architecture Principle Rational

Common Business Execution Provide consistent, seamless interaction across al touch points of Citizens experience lifecycle

Service-Enabled Systems All of the systems touched by the Citizens experience lifecycle must be integrated and must provide a consistent method for consuming and accessing information. Point-to-point integrations are too brittle and inflexible to support agile businesses. A modern, service-oriented integration

approach is needed.

Information as an Asset Information is a business asset, similar to other balance sheet assets, and should be managed and leveraged by the business to maximize its value and minimize its cost to provide actionable insight into the business

Secure End to End A comprehensive, integrated, centrally administered security framework is needed.

Availability, Performance, and Scalability Technology must provide to availability, responsiveness, capacity, and scalability the business requires

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Oracle Digital Platform Reference Architecture Key Capabilities

Multi-Channel Support

Consistent, Seamless Interaction

Market, Sell & Service

Consume & Access Information

Insight into the Business

High Availability & Performance

Business and User Interaction

Marketing Applications

Service Orientated Integration

Real Time Data Analytics

Technology Infrastructure


Sales Applications

Service Applications

Finance Applications

Master Data Big Data Content Data

Mobile Analytics

& Big Data

Cloud IOT Social

Secu

rity

Mo

nit

ori

ng

and

Man

agem

ent

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Oracle Digital Platform Reference Architecture Key Capabilities

Multi-Channel Support

Consistent, Seamless Interaction

Market, Sell & Service

Consume & Access Information


High Availability & Performance

Business and User Interaction

Marketing Applications

Service Orientated Integration

Real Time Data Analytics

Technology Infrastructure


Sales Applications

Service Applications

Finance Applications

Master Data Big Data Content Data

Mobile Big Data Cloud IOT Social

Secu

rity

Mo

nit

ori

ng

and

Man

agem

ent

Oracle Social Engagement & Monitoring Cloud Service

Oracle Social Marketing Cloud Service Oracle Mobile Suite Oracle Mobile Cloud Service

Oracle Process Cloud Service Oracle BPM / BAM Oracle WebCenter / ADF Oracle Java Cloud Service

Oracle Eloqua Marketing Cloud

Service, Oracle Siebel Marketing

Oracle Fusion ERP

Fusion CRM, Oracle Sales Cloud, Oracle Siebel Order

Capture

Oracle RightNow CX Cloud Service,

Oracle Click-to-Call Cloud Service, Oracle Siebel Service

Oracle Data Integrator Oracle SOA Suite Oracle Integration Cloud Service

Oracle GoldenGate

Oracle Real-Time Decisions Oracle Business Intelligence Oracle Marketing DaaS Cloud Service

Oracle Master Data Management Suite

Big Data Appliance Big Data Discovery

Oracle Big Data SQL

Oracle WebCenter Content, Oracle Endeca

Oracle Exadata

Oracle Exalogic

Oracle Exalytics

Oracle Big Data Appliance

Oracle Storage & Compute Cloud Service

Oracle ZFS Storage

Ora

cle

Ide

nti

ty a

nd

Acc

ess

M

anag

em

en

t Su

ite

O

racl

e Id

en

tity

Clo

ud

Se

rvic

e

Ora

cle

En

terp

rise

Man

age

r 1

2c

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Physical Architecture Reference

Oracle Digital Platform Reference Architecture

Private Cloud Digital Platform and Services

Cloud Digital Platform and ServicesOracle Public Cloud Software as a Service

Big Data Database Analytics

Storage and Backup

Disk to Disk to Tape

Oracle Sun StorageTek

Tape Library

SUN ZFS Storage

Appliance

Private Database Cloud

Scale On-Demand Database Pool

OLAP / OLTP Workloads

HDFS / Hadoop

High Volume Data Reservoir

Big Data SQL

NOSQL

Real-time / High Volume Lookup

High Performance / Scalable Analytics

In-Memory Models

Advanced Analytics / Tools

Dashboards and Integration

Rapid Secure Big Data Integration

Integration

Oracle ExaLogic

Oracle Big Data

Appliance

Oracle Exadata DB

Machine

Oracle Exalytics In-

Memory Machine

ApplicationsSiebel CRM

Secure Web Services

Data Integration Services

Cloud Digital Platform and ServicesOracle Public Cloud Platfrom as a Service

Presentation / Integration / Orchestration

Integration Presentation

Orchasteration

AnalyticsDatabaseBig Data

Storage and Backup

Application / Presentation / Integration / Orchestration / Management and Security

OrchastrationBPEL BPM

Service BusOracle Commerce Platform

Oracle Fusion CRM

Ora

cle

En

terp

rise

Ma

na

ge

me

nt

Self-Service

Perf Monitoring

Event Mgmt

Cloud Managment

Patch Mgmt

Capactiy Mgmt

PresentationMobile / Omni Channel

Web Centrer Portal

Social

Complex Event Processing

Mu

lti-

Tie

r S

ecu

rity

Secure Backup

SODDB

Valut

Data Redaction

WS-SEC

IDM

Authn/Authz

Customer ExperienceOracle

RightNow

Customer ServiceOracle Click to

Call

Marketing

Oracle Eloqua

SalesOracle Sales

Cloud

Channels

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Agenda

Introduction




Wrap-up

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Business Context

Business Strategy Map

Process & Operating Principles

Value Hypothesis

Architecture Vision

Business Strategy

Alignment

Architecture Assessment

Potential Capabilities

Vision

Current State Baseline Architectures

Baseline Enablement

High Value Targets

Future State Vision Refinement

Gap & Impact Analysis

Future State Architecture

Roadmap Prioritize Migration Plan Value

Realization Plan

Change Management

Decision Making

Process Alignment

Communicate

Applied Process for Building a Cloud Roadmap How to create Digital Government Roadmap?

Cloud Strategy using the pragmatic, flexible Oracle Architecture Development Process (OADP)

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Rapid IT Maturity enabled by the Cloud

Irrespective of your On-Premises IT Maturity, you can move to the Cloud & accelerate your IT Maturity in the Cloud.

App Silos; Fragmented Data; Sprawl 1

Standardized Processes & Platform 2

Rationalized Apps; Consolidated 3

Shared Services; Multi-tenant 4

SaaS

PaaS IaaS

With a good

Cloud Architecture,

you can accelerate

your IT Maturity

and quickly achieve

business agility

& modularity.

On-Premises IT Maturity Stages

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Oracle Public Cloud (OPC) Common Use Cases Giving businesses a competitive advantage

Lower IT Cost Increased Business Value (increased agility, faster time-to-market)

Innovate in OPC

(achieve Revolutionary Agility)

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Ex: Rapidly test/deploy Adv. Analytics w/ Big Data

Implement New Capability

in OPC

4

Ex: Quickly create/ deploy new mobile app

Move Dev/Test to OPC

3

OPC

Ex: Create new app in OPC, deploy to On-Prem

Extend Existing Capability

to OPC

2

Ex: Implement a Hybrid Cloud App with

Integration services

OPC

Expand App Capacity

in OPC

1

Ex: Implement a Hybrid Cloud for Cloud Bursting

OPC

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Agenda

Introduction




Wrap-up

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Oracle Architecture Engagement Scope Elaborate Business capabilities

Distinguish System of Engagement capabilities from System of Record capabilities;

Distinguish public cloud capabilities from on-premise capabilities (and any overlaps)

Map to products

Map data entities

Identify functional integration needs

Storyboard markup of capability map

For each integration point, highlight functions

Identify data management needs

Information Architecture marked up with data entities

Intersection to capabilities

Use storyboard to highlight data

Collaborating on Your Cloud Strategy using the pragmatic, flexible Oracle Architecture Development Process (OADP)

Large Public Sector client: 180k employees; $1B annual IT spend; low maturity level

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Business Context: Key Objectives

Explain what we are trying to achieve; give a sense of scope and impact

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Business Context: Key Concepts

Introduce the key concepts that must be embraced to achieve a successful outcome

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Business Vision

Oracle Confidential – Internal/Restricted/Highly Restricted

Encapsulate the business vision on one page – this will be widely distributed!

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Current State CRM for Customer

We’re really focused on future state. Current state is “just enough, just in time”

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Future State: Hybrid Cloud CRM Capability Architecture

Perhaps the most critical delivered artifact: establish needed capabilities in logical groups

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Future State: Hybrid Cloud CRM Capability Architecture

Match up products (at a high level) to future state capabilities.

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Future State: Hybrid Cloud CRM Technical Architecture

Set a more technical context giving a sense of needed components and how they interact

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Future State: Hybrid Cloud CRM Technical Architecture Focus

With hybrid cloud, critical focus areas are integration and security

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Future State: Hybrid Cloud CRM Integration Conceptual Architecture

High-level view of integration architecture – answer obvious questions

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Future State: Hybrid Cloud Security Conceptual Architecture

High-level view of security architecture – answer obvious questions

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Future State: Hybrid Cloud CRM MDM Conceptual Architecture

High-level view of Master Data Management architecture – answer obvious questions

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Future State: Hybrid Cloud CRM Data Conceptual Architecture

Give a sense of what data entities a unified information architecture encompasses

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Case Management Roadmap

• Add to core infrastructure (Content Management; Business Process Management; SOA; IdM)

• Broaden internal use cases with focus on process automation and SOA-based services

• Establish Employee Portal

• Establish Employee master data architecture

• Highlight key data integration patterns; add to Solution Brief

• Highlight key application integration patterns; add to Solution Brief

• Add integration Subject Matter Experts (SMEs) to central support group

• Add analytical capabilities and Master Data

Management (MDM) to core infrastructure.

• Broaden development focus to include external, citizen-focused case management

• Establish Citizen Portal

• Establish Citizen master data architecture

• Build out case-focused and citizen-focused analytical capabilities

• Add Case Management to Statewide Learning Management System (SLMS)

• Expand architecture to include common product exceptions

• Build service catalog for centralized Case Management Support Organization to include service level agreements

• Build centralized design and development consulting capability

• Build design review capability

• Enable cost recovery capabilities

• Standup core infrastructure (Oracle Service Cloud; Siebel Public Sector; Oracle Policy Automation (OPA); Siebel Service)

• Build Early Successes Focused on Case Management, Self Service, and Policy Automation

• Total Cost of Ownership Analysis

• Content Management

• Middleware / SOA

• Risk Management

• Build shareable patterns and best practices

• Establish central support organization with subject matter experts to guide content creation and architecture

• Guide use of and integration with Lightweight Case Management Service Cloud

Go Mainstream

Best practices and standardization Consistent Approach Better case outcomes Increased experience and knowledge Better understanding of long-term cost factors

Ou

tco

me

In

itia

tive

s

Stronger integration standards Single point-of-access for Employees Single source of truth for Employee data Increased flexibility Rapid Development Reduced risk and cost

Actionable insight and improved case outcomes More efficient case mgmt Consistent Citizen experience Single source of truth for Citizen data Efficient, cost-effective centralized support org. Convenient access to services Continuous Improvement Cost transparency

Broaden Reach Build Foundation

Notional roadmap phases to implement case management initiative.

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Case Management, Current Vs. Future

Current State

Lack of consistency in solution approaches within and across agencies leads to high cost and loss of agility

Complex, inflexible business and technical architecture means high cost to “keep the lights on” and slow time to value for changes

Lack of automation and integration leading to expensive manual processes and sub-optimal case outcomes

Limited access to information for case workers leads to inefficient and inconsistent case management

Lack of coordinated strategic oversight indicates that problems are likely getting worse, not better

Inability to provide services in a timely manner, resulting in sub-optimal alignment of talent pool to need

Lack of consistency and granularity in security Inability to gain key data insights from case data resulting in

higher costs and missed opportunities

Future State

Consistent solution approach to address case management needs based on industry best practices

Shared vision for business and technical services focused on flexibility and agility while driving consistency in approach and overall cost reduction.

Technical architecture that embraces self-service, process automation, and optimal integration to statewide shared services.

360 degree view of cases to enable maximum productivity from case workers

Strong governance and oversight to advance incrementally towards future state shared services vision

Comprehensive vision for Case Management that is focused on maximum efficiency for case workers and optimal case outcomes

Integration to world-class security services Common, fully integrated, modern web architecture providing

actionable insight and enabling intelligent and rapid-response for case managers.

What does project success look like? Project will advance quickly with Public Cloud.

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Change Management - Best Practices to Consider

Streamlined decision making Streamline governance bodies

Establish clear turnaround times and service levels

Ensure responsibilities for types of decisions are well defined

Focused and pre-defined meeting agendas for Steering Committee and other governance bodies

Empowerment at the right levels Define who is empowered to make what decisions

Escalate only when appropriate

Let the governance process work

Manage programmatic risk Define potential risks, the likelihood of occurrence, potential impact, and mitigation strategies

Stay vigilant and manage over time

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Agenda

Introduction




Wrap-up

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Summary

Key Topics Covered

The challenges towards transitioning to cloud The discipline of Enterprise Architecture as a tool

for making the transition to cloud Discuss Use Case on how to create Hybrid Cloud

strategy for Public Sector Case Management solution

Discuss key business capabilities and define business architecture

Map Technology Architecture to Business Architecture

Define various patterns to define future state architecture

Discuss governance and change management towards successful implementation

Key Takeaways

Understand a practical and realistic way to change the business of IT inside a large and complex government entity.

Understand the value of "enterprise architecture" as a practical tool for aligning and implementing the mission of IT.

Understand sustainable governance models for the long-term.

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Questions

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Thank You

Pete Tittle

Director

Oracle Enterprise Architect

[email protected] Phone: +1-202-689-9385

39

Maharshi Desai

Director

Oracle Enterprise Architect

[email protected] Phone: +1-703-364-2029



Documents

OPEN_GROUP_HYBRID_CLOUD_CASE_MGMT2 - Final