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<Insert Picture Here>
Efficiency delivered in citizen services
CRM in Government
[email protected] Presales Manager Central EuropeEE&CIS CRM Team
Over 300 Public Sector Customers using Siebel CRM
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© 2011 Oracle Corporation – Proprietary and Confidential
Oracle
ISV PartnersOracle’s National & Local Gov’t Footprint
Customer & Distribution Channels Overlay Infrastructure for Shared Services
Analytics & Business Intelligence
Service Provider Management
Master Data Management Case Management
Payments & Collections eCommerce Engine
Constituent Channels
Self-Service Portals Constituent Outreach Contact Center Field Service Government Offices
Administration & Enterprise Management
Human Resources and Workforce Management
Projects, Program Management & GRC
iLearning & Classroom Training
Financials / Cash Mgmt
Records Management
Procurement, Contract, and Supply Chain Management
Facilities Management & Field Services Automotive
Helpdesk
Infrastructure
Mobility 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*
Justice & Public Safety*
Tax/Collections & Revenue Management*
Environment Protection & Resource Management
Foreign Relations
Public Education*Defense* & Intelligence
Public Infrastructure
Public Administration
Economic Development
* Separate Industry Footprints Provided
Oracle’s Social Services SolutionSimplify Eligibility, Increase Efficiency, Improve Effectiveness
Intake
Provider
Management
Screening
Eligibility
Determination
Assessment &
Service Planning
Enterprise Case
Management
Disbursement &
Financial Mgmt
Monitor
Outcomes
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The Case Management Lifecycle
Something
Happens
Incident
Crime
Application
- Benefit
- Service
- Residency
Gather
Information
Make
Decisions
Gain
Approvals
Case
Closure
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
Provide a single repository of information built
around the individual and accessible regardless of
internal organization
Transform data into actionable information by
providing the right information to the right person at
the right time
Extend understanding throughout the enterprise
thus enabling all functional areas to make informed,
decisions based on accurate data
Meeting the Challenge with CRMApplying CRM to Public Sector
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Oracle delivers Service Delivery Platform
Fulfillment Case
Management
Benefit
PaymentsOutreach
IntelligenceCitizen Info,
Knowledge BaseSecure
Access
Self-Service
Agent Assisted
Analyze ResolveClose &
ReportEscalate
Identify
& VerifyRoute
DeliveryOptions
Plan
Self-
Service
Phone
In Person
Channels Users
Agents
Analysts
Citizens
Proactive ServiceRapid
Resolution
Partners
Workflow & Task Automation
Case Management AnalyticsContinuously Improve Processes to Speed Resolution
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 ExecutivesManagers
…
- Operational Efficiency
- Workloads and Backlogs
- Performance Scorecard
- Work Center
- Targeting and Delivery
Case Management Dashboards
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New York City 311 – citizen servicesSiebel CRM and Oracle Business Intelligence EE
http://www.nyc.gov/html/ops/cpr/html/cpr_home/cpr_home.shtml
Case Analytics - Sample Metrics
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
CaseCase
• Loads
• Durations
• Counts
• Open and Close Rates
Case Stage
• Durations
• Duration Index
Work CenterCase / 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 / SRActivities
• # 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
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Incident AnalysisInfluencing Elements
• Manage relationship with two
groups
• Unemployed
• Employers
• One point of entry to the
Social Welfare system
• Streamlined intake process
for the unemployed
• Focus on finding a job before
delivering benefits
BACKGROUND
• Phone, Mail and Internet
CRM channel strategy,
• Claims handled by phone
and web
• Integrates with matching
engine to rapidly find job
vacancies
• Single integrated system
presented to the end user
• Managed by Oracle Siebel
Case Management
• 15 year old legacy system
replaced
• Over 100 paper forms now
handled by the system
• Electronic interface to
partner Social Security
agencies
TRANSFORMATION OUTCOME
Centre for Work and IncomeCentrum voor Werk en Inkomen (Netherlands)
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Ovanet a.s. – service organization of Ostrava
• Support for 1500 IT users of Ostrava City (300k population)
• Controled and driven communication with IT suppliers (warranties, escalations)
• 30 users of Siebel HelpDesk
• > 1000 service requests per months
• AVAYA, NICE, HR system integration
• Processes:• Employee hire
• IT resources allocation
• Purchasing and evidence of assets
• Employee leave
• Benefits:• Clear SLA and reporting
• All assets are logged (SW, HW)
• Process automation
• Effectivity and satisfaction of users
• Further services expansion planned
Ovanet a.s. - Siebel HelpDesk
Telefon
Web
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Dynamic Legislation and Regulation is
Driving the Need to Automate Policies
Freedom of information is increasing the
pressure from customers and citizens to
prove compliance with policies and
standards
Budgetary
pressures force
efficiencies
Costly IT projects and resource-
intensive call centers are expected to
innovate, and deliver more with less
Accountability
requires
transparency
Security, geopolitical and financial
events drive frequent legislative changes
and high expectations of enforcement
Making accurate and consistent
decisions is difficult when finely
targeted policies are needed to deliver
the best outcomes
Policy
complexity is
growing
Legislative
changes are
accelerating
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Oracle Policy AutomationWrite Rules Once, Use Many Times
• 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 AutomationOut of the Box Interactive Interviews
• Create questions from
source document without
programming
• Ask the least number of
questions
• Finalize determination in
logical order
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Policy
Isomorphism
Determination Reporting
Temporal Reasoning
Dynamic Interactive Interviews
Policy Visualization
Business User Regression
Testing
Multi-Lingual Capability
Oracle Policy Automation7 Unique Product Differentiators
Key Enabler: Policy Isomorphism (Patented)
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The Source Legislation or
Policy
Executable Document in Natural Language that Business users can
understand and modifyCopy, Paste, Markup
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Original policy… …modeled in Word
…modeled in Excel
Key Enabler: Policy Isomorphism (Patented)
Key Enabler: Policy Visualization
Quickly find dependencies across sections, and claimant data
Clearly identify base data needed for decision making purposes
Find orphaned sections of legislation, and identify unused data items
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Key Enabler: Determination Reporting
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Positive and Negative
statementsautomatically
created to explain determination
Can be used to build the content
for a letter of advice or audit
Natural language engine provides personalization
and pronoun substitution
Key enabler: Temporal Reasoning (Patent Pending)
• Efficiently handle changes in:
• Eligibility, e.g. a change in minimum age, which takes affect on a certain date
• Rates, e.g. quarterly increase of a benefit rate
• Customer circumstances, e.g. number of children, marital status
• Benefits of the Oracle Policy Modeling approach to temporal reasoning:
• Accurate calculation of payments even when notification is retrospective
• Expressing time-based logic is simple and concise
• Optimal performance, without forgoing transparency or decision audits
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Annual
rate
increase
Annual
rate
increase
Annual
rate
increase
Claimant is
married
New childPay riseNew
child
New
eligibility
rules come
into effect
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Key enabler: Temporal Reasoning (Patent Pending)
Out-of-the box dynamic interviews
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Asks least
number of
questions in
most logical
order to finalize a
determination
Questions automatically created from
source document without need
for any programming
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Oracle Policy AutomationDynamic generation of online forms
Case study: Pensylvaniahttps://www.humanservices.state.pa.us/Compass.Web/CMHOM.aspx
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Solution Expected Benefits
Interactive systems designed to reflect complex legislative and associated
policies
Path of life approach in the whole application process (including
electronic archive)
Automated judgement of claims ,
Standardized and 360˚ view of cases
Electronic data exchange with other functions and organisations(including harmonisation of
processes with EU member states)
Integrated Siebel CRM Public Sector +OPA front-end solution, with
Database, WebLogic, SOA, BI and UPK
Integrated central registry of individual and institutional claimants
Introduce on-line and proactive customer services for the whole lifecycle of all kinds of benefits
Consistency across governments channels to standardize elibility processes and improve visibility on allocation and financial management of funds.
Preparation for the EU2012 directives for electronic communication across governments and services
Hungarian TreasuryFamily and Normative Benefits Management
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Hungarian TreasurySolution Architecture
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Oracle has a lot of experience in delivering complete, integrated solutions for Public sector across all the domains
Oracle solutions can scale from level of city, county to country level
Provides a social services specific, natural language based rules engine for managing policy compliance
Is the market leader in the Public Sector, and Public Sector is Oracle’s largest customer base
The Oracle Difference in Public Sector