egovernment Case Management Policy Automation

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1 November 11, 2011 Hotel Marriott Prague egovernment Case Management Policy Automation Easy Management of Policies in Native Language 1 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

2 Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle. 2 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

3 3 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

4 Oracle Leader in Social & Public Services Experience You Can Count On Project Oracle, 1977 CIA, Langley Customer Number 1 2 of Oracle s first customers - U.S. Federal Government and DoD Intelligence Oracle has the longest running relationship with government of any software vendor Oracle has a dedicated public sector software development organization Oracle delivers global support for the public sector 4 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

5 >300 Public Sector Customers using Siebel CRM Experience You Can Count On Health & Disability Services Pensions & Retirement Benefits Case Management Employment & Labor 5 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

6 Oracle s National & Local Gov t Footprint Constituent Channels Self-Service Portals Constituent Outreach Contact Center Field Service Government Offices Customer Overlay Infrastructure & Distribution for Channels Shared Services Analytics & Business Intelligence Service Provider Management Master Data Management Case Management Payments & Collections ecommerce Engine Government Segments Public Education* Environment Protection & Resource Management Defense* & Intelligence Justice & Public Safety* Public Administration Healthcare* & Social Services* Tax/Collections & Revenue Management* Foreign Relations Public Infrastructure Economic Development Administration & Enterprise Management ilearning & Classroom Training Human Resources and Workforce Management Financials / Cash Mgmt Projects, Program Management & GRC Procurement, Contract, and Supply Chain Management Records Management Facilities Management & Field Services Automotive Helpdesk HR IT Infrastructure Mobility Hubs / Data Warehousing Integration Framework / SOA Development Tools Identity & Security Services Networking Database & Security Ext. Operating System Virtual Machine Server Storage Systems & Data Center Mgmt 6 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

7 Oracle s Social Services Solution Simplify Eligibility, Increase Efficiency, Improve Effectiveness Screening Disbursement & Financial Mgmt Monitor Outcomes Provider Management Eligibility Determination Intake Assessment & Service Planning Enterprise Case Management 7 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

8 Oracle s Social Services Solution Simplify Eligibility, Increase Efficiency, Improve Effectiveness Case Management Policy Automation Business Intelligence Financials 8 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

9 Managing Complex Cases - Challenges Complex Processes Multiple Parties Involved Issues Manual procedures still prevail Siloed processes create backlogs Citizens need 24 x 7 x 365 services Solutions Automate case intake through payment Deliver single view of the client/citizen to multiple providers Provide client self-service across multiple channels Automated Case Management Single Client View Client Self Service 9 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

10 The Case Management Lifecycle Something Happens Gather Information Make Decisions Gain Approvals Case Closure Incident Crime Incident Details Suspect Description Leads Evidence Route Tasks Assign team Plan follow up actions Plans routed to Management For Review and Approval Next stage in Justice chain - Arrest Suspect - Prosecution Application - Benefit - Service - Residency Applicant Details Claim Details Application Details Assess Eligibility And Entitlement Decide Award of Service or benefit Review & approve or reject award Make Payment Deliver Service Create Document 10 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

11 Case Management in Public Sector Citizen Info, Knowledge Base Secure Access Intelligence Channels Rapid Resolution Proactive Service Users Self- Service Delivery Options Self-Service Agent Assisted Agents Phone Identify & Verify Analyze Route Plan Escalate Workflow & Task Automation Resolve Close & Report Analysts Citizens In Person Fulfillment Case Management Outreach Benefit Payments Partners 11 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

12 Case Management Analytics Evaluate incoming case load and plan support resources based on goals Perform outcome modeling to discover relationships between services delivered, population and case resolution Partners Agent Managers Executives 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 Case Management Dashboards - Operational Efficiency - Workloads and Backlogs - Performance Scorecard - Work Center - Targeting and Delivery 12 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

13 Case Analytics Sample Metrics Case Case Loads Durations Counts Open and Close Rates Case Stage Durations Duration Index Sample Metrics of Case Investigation Lead / Incidents Incident Load per Worker Lead Open / Close Rate # of Currently Active Leads / Incidents Lead / Incident Duration Sample Metrics of Case Analytics 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 Benefits / Incidents Avg Incident Duration Target Incident Duration Incident Load # of Orders 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 Sample Metrics of Benefits Management Payments Average Payments # of Customers Organizational Efficiency Case Lead Incident Activities SRs Examples of Pre-built Dashboards Workloads and Backlogs Loads Priority Overdue Queue Performance Scorecard My Cases My Activities and SRs My Incident and Leads My Team Cases My Team Activities / SRs Targeting and Delivery Delivery Overview Populations Served Customer Demographics Case Outcomes 13 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

14 Ovanet a.s. service organization of Ostrava Support for 1500 IT users of Ostrava City (300k population) Controlled 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 & leave Telefon IT resources allocation Web Purchasing and evidence of assets Benefits: Clear SLA and reporting All assets are logged (SW, HW) Process automation Effectivity and satisfaction of users 14 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

15 Citizen Eligibility Challenges Simplify Eligibility, Increase Efficiency, Improve Effectiveness Issues Multiple complex manual processes to determine eligibility & benefits Inability to easily determine benefits Frequently changing citizen circumstances Solutions Empower business users to build and manage rules Manage benefit determination across programs Automate changes in circumstances Benefits Definition Eligibility Determination Change in Circumstances 15 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

16 Oracle Policy Automation Write 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 16 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

17 Oracle Policy Automation Policy Isomorphism Legal Regulations & Norms 17 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

18 Oracle Policy Automation Policy Isomorphism - Write Rules Once, Use Many Times Legal Regulations & Norms Web Screening Case Management 18 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

19 Oracle Policy Automation Policy Visualization & Determination Reporting The Person is eligible for Family Tax Benefit Part B Results & Conclusions Rules & Facts Inputs & Variables 19 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

20 Oracle Policy Automation Temporal Reasoning 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 Modelling 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 Annual rate increase Claimant is married New child Annual rate increase Pay rise New eligibility rules come into effect Annual rate increase New child 20 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

21 Oracle Policy Automation Temporal Reasoning 21 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

22 Oracle Policy Automation Key Differentiators Multi-Lingual Capability Policy Isomorphism Business User Regression Testing Determination Reporting Policy Visualization Temporal Reasoning 22 Copyright 2011, Oracle and/or its affiliates. All rights reserved. Dynamic Interactive Interviews

23 Oracle Policy Automation Australia Dept. of Immigration and Citizenship 23 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

24 Oracle Policy Automation Pennsylvania Compass Click.Apply.Benefit 24 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

25 Selected Public Sector Customers 25 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

26 26 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

27 27 Copyright 2011, Oracle and/or its affiliates. All rights reserved.