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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
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• CRM in Public Sector
• Siebel Public Sector & Case Management
• Case Management in Various Institutions
• Complementary solutions
• Analytical Approach
Program Agenda
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• CRM in Public Sector
• Siebel Public Sector & Case Management
• Case Management in Various Institutions
• Complementary solutions
• Analytical Approach
Program Agenda
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• 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
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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
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Key Elements of Transformation
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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
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• CRM in Public Sector
• Siebel Public Sector & Case Management
• Case Management in Various Institutions
• Complementary solutions
• Analytical Approach
Program Agenda
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„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:
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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
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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
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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
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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
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• CRM in Public Sector
• Siebel Public Sector & Case Management
• Case Management in Various Institutions
• Complementary solutions
• Analytical Approach
Program Agenda
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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
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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
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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
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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
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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
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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
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Case Assessment (Evaluation)
– Allows to set ratings based on
templates that provide a "score to
the case”
– Simple design of questionnaires
with responses weighted
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Audit
• Maintains audit trail of records even read by users
– Only records that were „hit‟ by users
• Easy to use administration
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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
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Health & Disability Services Pensions & Retirement
Benefits Case Management Employment & Labor
Social Services
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• 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
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• Conduct welfare risk
assessments
• Design service plans
• Manage cases and address
allegations
Social Services Case Management Deliver Supportive and Protective Family Services
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• 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
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• CRM in Public Sector
• Siebel Public Sector & Case Management
• Case Management in Various Institutions
• Complementary solutions
• Analytical Approach
Program Agenda
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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
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• 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
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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
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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
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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)
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• 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)
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• CRM in Public Sector
• Siebel Public Sector & Case Management
• Case Management in Various Institutions
• Complementary solutions
• Analytical Approach
Program Agenda
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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
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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
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Organizational Efficiency
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Incident Analysis Influencing Elements
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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
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Health & Disability Services Pensions & Retirement
Benefits Case Management Employment & Labor
Social Services
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Q&A
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• 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
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
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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)