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Introducing Oracle’s Solution for Smart Cities
Geoff Linton – Business Development Director
Oracle EMEA Public Sector Industry Business Unit
Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. Slide - 2
Oracle’s Solution for Smart Cities
• Today’s Local Government Landscape
• Local Government IT in the 21st century
• Where Oracle can help
• Why Oracle?
• Oracle Smart City Overview
• Questions
Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. Slide - 3Slide - 3
IT in Local Government: Today’s Landscape
• Years of modernization with multiple departmental systems
More demanding and tech savvy customers
Applications that cannot talk to each other
All the data (many times over), but not joined up
Critical legacy solutions
Many vendors, repositories, applications, hardware
Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. Slide - 44
34
33
39
40
70
70
67
69
67
70
63
62
48
43
42
39
17
17
Wireless/broadband
deployment
Mobile applications
across departments
Public works/facilites
infrastructure
Public financing
reporting system
Public safety
/interoperability
E-Government
services
High Medium Low
Local Government Officials Are Placing High Priority on
Online Government to Provide Better ServicesPriority IT initiatives(18 to 36 months)
Total Respondents = 154
Key Observations:
Public Safety/Interoperability and
iGovernment Services far outpace the
rest of the field in terms of respondents
declaring them to be high priorities
A large number of city / county
government departments plan to deliver
self-service processes to the citizen
Backend functions are of secondary
interest, but still garner strong support
Only Wireless/Broadband Deployment
shows a low level of interest. This is
likely due to recent controversies over
the failure of many municipal broadband
deployments and the fact that—even at
the high point—only a very few
municipalities were even attempting to
deploy such networks
Number of votes for each Priority Level
Source: INPUT Survey : The State of City and County IT, Nov 3, 2008
Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. Slide - 5
KEY TAKEAWAYS
• Over half the world’s population is urban as of 2008, 2/3rds by 2050
• Asia will contain 2/3rd of the worlds population by 2050• Over 725 cities in Asia with at least 166K and 152 with >
1 Million
• Europe/Middle East will contain the worlds most urbanized populations by 2050
• Over 790 cities in EMEA with at least 166K and 158 with > 1 Million
• Over 489 cities in the Americas with at least 166K
Source: United Nations Population Estimates, 2008
The 21st Century will be the Age of the Megacity
Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. Slide - 6Slide - 6
But Cities Face 21st Century Global Challenges • Urban Poverty & Public Health
• Social safety net, employment & housing development• Combating communicable diseases
• Global Warming• Smog & pollution
• Global Crime & Terrorism• Combating criminal gangs, terrorist cells• Stemming potential increases in crime during economic
downturns
• Beating the Competition• Modernization and extension of infrastructure• Universal baseline K-12 education combined with merit-based
higher-ED systems• Maintaining industry-specific competitive edge
• Making the City More than Viable• What to invest in? What are the priorities for investment?• How to attract business and new income producing citizens
• Effectively Managing Operations• Collecting funds from provincial/state & central/federal government• Transparency and proper local governance and fiscal policy
Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. Slide - 7
Local Government IT in the 21st century
Do more with less � harsher economic climate
More effective and efficient service delivery
More transparency and accountability
Adapt to changing demographics (young, elderly, unemployed)
A modern IT infrastructure that is agile and future-proof
Better use of heterogeneous IT assets
Copyright ©2010, Oracle. All rights reserved. Oracle Confidential Slide - 8
Oracle’s Vision of Local Government IT in the
21st Century
Financial
Administration
Human
Resources
Analytics
6
7
8
Governance, Risk
& Compliance9
External Groups1
Single Point Of Access2
Streamlined City Operations3
Integrated & Shared City Infrastructure4
City
Administration
5
IT Shared Services10
Slide - 9Oracle Confidential
Copyright © 2009, Oracle. All rights reserved. .
Where Oracle Can Help?
A complete end-to-end platform for:• IT infrastructure• Service Delivery Management• Operational solutions• Intelligence
A modular, incremental roadmap for transformationMulti-channel single point of contact Integration & InteroperabilityAutomation of Overhauled ProcessTransparent and accountable governanceDashboards for performance and planning
Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. Slide - 10Slide - 10
Why Oracle?
A large installed base with a successful track record across all Public Sectorverticals.
Pedigree of proven technology, applications and solutions
•Data integration
•Apps connectivity and interoperability
•Solutions for the Public Sector
•ISV applications
Extensive R&D and acquisitions for the most complete portfolio
Show we understand how everyday issues can be tackled, away from the mainstream transactional world of computer systems, from enquiries, to requests, to events, to notifications and the unexpected.
We offer a long-term, survivable and sustainablepartnership
Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. Slide - 11
Oracle’s Solution for
Smart Cities
Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. Slide - 12
Oracle’s Solution for Smart Cities
Oracle’s Solution for Smart Cities provides the capability to start at any point in the service delivery transformation
• Integrated multi-channel services (self-service web/chat, email, local single number) delivery platform for 90%+ resolution of most government service requests
• Analytics for continuous improvement of service delivery, which services to prioritize, extend, consolidate or even discontinue
• Modernize IT infrastructure to enable integration and interoperability with the city’s existing siloed legacy IT infrastructure to enhance service delivery capability
ENGINE
COCKPIT
CHASSIS
Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. Slide - 13Slide - 13
Oracle’s Solution for Smart Cities Overview
Oracle’s Solution for Smart Cities contains three pillars which can be implemented in any order, based on the requirements and existing platforms for the targeted city
Service Delivery Platform
Intelligence Platform
IT Infrastructure and Integration Platform
1 2 3
Slide - 14Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. .
Oracle’s Solution for Smart CitiesService Delivery Platform
Service Delivery Platform
OPPORTUNITY• Integrated Single Point of Access to all
City Services and Infrastructure
KEY TAKEAWAYS
• Tiered Interactive Response Services (TIRS) emphasis on self-service and least expensive means of service resolution
• Multi-channel AND integrated: from citizens to government AND from government departments to citizens
• Multivariate intelligence including spatial• Social Network Savvy
Self Service
$Call Centre
$$
Face-to-face$$$$
2
1
KEY PRODUCT SETS
• Oracle’s Solution for Smart Cities Field Service Manager Mobile
• Oracle’s Solution for Smart Cities Citizen Contact Center Siebel CRM, Case Management, Enterprise Policy Automation (EPA)
• WebCenter Portal, BPEL PM, ECM, IDM Suite
1
Slide - 15Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. .
Oracle’s Solution for Smart CitiesService Delivery Platform
Service Delivery Platform Opportunities & Best Practices
CASE STUDIES
TYPICAL PROJECT TARGETS
• Single Number non-emergency services• Federated constituent services portals
• Transition to transactional services• Integration with SNEN systems• Cross departmental services
• Departmental self-service portals• Integration and streamlining of in-field face-to-
face services with self-service
GUIDANCE
• Start with a Shared Services Process Orchestrated Portal
• Build towards a single Point of Contact• Incorporate Cross-Channel transition capability• Embed Institutional Knowledge & Policy into
Self-Service and Contact Center Agent Services
1
Slide - 16Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. .
Oracle’s Solution for Smart CitiesIntelligence Platform
Intelligence Platform 2OPPORTUNITY
• Comprehensive dashboards and reports detail how operational services and local authority fiscal management
KEY TAKEAWAYS
• Analytics can be embedded in each department
• Analytics can also be integrated into the service delivery platform case management
• Closes feedback loop on automation of policy and process
• Last mile in accountability and transparency that leads to cultural transformation on both sides
8
KEY PRODUCT SETS
• Oracle’s Solution for Smart Cities Operational Analytics EPM, BI
• Oracle’s Solution for Smart Cities Fiscal Intelligence EPM, BI
Slide - 17Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. .
Oracle’s Solution for Smart CitiesIntelligence Platform
Intelligence Platform Opportunities & Best Practices 2CASE STUDIES
TYPICAL PROJECT TARGETS
• Stimulus fund reporting• Response to demands for transparency of
government operations• Shared services and program consolidation
support• Closed-loop service delivery
GUIDANCE
• Use data to make informed decisions by line-of-business
• Transparency of on-going service delivery metrics
• Post program/departmental budgets and results
Slide - 18Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. .
Oracle’s Solution for Smart CitiesIT Infrastructure and Integration Platform
IT Infrastructure and Integration Platform 3OPPORTUNITY
• Shared services across multiple departments
KEY TAKEAWAYS
• Modernizes underlying IT infrastructure while leveraging legacy investments
• Consolidate applications and investments into new software
• Delivers program resourcing agility• Takes SOA to a whole new level
City Departmental Operations & Infrastructure
Umbrella and Underlying Shared Services
3
4
Human Resources6 Financials7
Analytics8 GRC9 IT Shared Services10
Service Delivery
Platform2
KEY PRODUCT SETS
• Oracle’s Solution for Smart Cities 360 Information Hub MDM, ODI
• Oracle’s Solution for Smart Cities Knowledge Base SES, ECM, UCM
• Oracle’s Solution for Smart Cities Infrastructure Platform RDBMS, RAC. DB Options
• Oracle’s Solution for Smart Cities Integration Engine AIA, FMW
Slide - 19Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. .
Oracle’s Solution for Smart CitiesIT Infrastructure and Integration Platform
IT Infrastructure and Integration Platform 3OPPORTUNITY
TYPICAL PROJECT TARGETS
• Legacy & mainframe replacement• Consolidation and shared services• Process automation• Department reorganization
GUIDANCE
• Consolidate and Share ERP• Take a SOA approach to linking up the
existing organizations and their siloed platforms
• Incorporate Role-based Identity Services
• Incorporate Spatial Data Services into Front-Office Line-of-Business & Shared Services
Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. Slide - 20Slide - 20
Oracle’s Solution for Smart Cities Delivers …
The next generation of Call Centers,
SNEN, 311, Citizen Contact Centre, CRM/LG, etc. all
rolled into one
Addresses ever increasing need to
provide citizens/businesses with a single point-
of-contact
Any channel, any purpose
A complete solution bringing together the
best practices and processes from
around the world
Incorporates the breadth and depth of the Oracle portfolio of
open technologies, applications,
middleware and EPM/BI
A modular infrastructure that can
be adapted for any size of operation or
range of requirements that can co-exist with
existing systems.
Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. Slide - 21
Oracle’s Solution for Smart Cities Takes a Building
Block Approach …
1. An industrial strength platform for infrastructure consolidation delivers immediate cost and operational benefits, regardless of the size or scope of your organization
2. A comprehensive portfolio of middleware capabilities to integrate, manage and secure all your legacy and multi-vendor systems
3. A complete suite of back-office andfront-office applications to give a single view of your citizens,employees, assets and contractors
4. Solutions for all city services from Oracle and/or our worldwide network of ISV & Systems Integrator partners to run all business processes
Smart Cities Integrated Intelligence
Non-Emergency
Services (311)
Safe Citie
s
Public Health,
Education & Social
Care
Government to
Citiz
ens Portal
New Age
Infrastructure
Budgets & Assets
Smart Cities Technology Foundation
Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. Slide - 22
• Based on a comprehensive and extensible data schema to co-ordinate and connect processes and data across multiple heterogeneous applications and repositories
• Master Data Management
• Application Integration Architecture
• Siebel Case Management
• A fully geo-coded (SPATIAL enabled) data schema
• Robust and fully comprehensive security model with Oracle’s Fusion Middleware (FMW)
• FMW underpins data integration and cross-application interoperability
• Records, reports and reacts to process and data interchanges to support policy decisions and resource planning
Oracle’s Solution for Smart Cities OverviewInteraction with a Local Authorities leads to wider contact with other agencies and government departments
Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. Slide - 23
SNEN
CRM,
Knowledge
Mgt
SNEN
CRM,
Knowledge
Mgt
View of Citizens & Business
Current Issue Criticality
Contact Information
Interaction / Issue History
Community / Relationships
Integrated, multi-agency, 360 degree view of the citizen with Smart Cities
Consistent Information
Regardless of Agency / Individual
Regardless of Timing
Regardless of Requestor
Regardless of Type / Topic
Constituents
ILM,VLDB,SECURITY
… and Builds a Single Point of Contact for all
Services Delivered
Agencies
Slide - 24Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. .
The Service Delivery Platform Scales from Large
Towns to Mega-Cities
Level of Integration (Tiers, Departments, Services)
Population Size/Call Center Agents
New York City (311)
Hong Kong (1823)
10 million+/1000+
5 million+/250+
1 million+/100+
500,000+/50+
100,000+/10+
Riverside, CA (311)
Sacramento, CA (311)
Madrid (010)Denver, CO (311)
Bangkok (1111)
Bolton, United Kingdom
Leeds, United Kingdom
Oracle Confidential
Copyright © 2010, Oracle. All rights reserved. Slide - 25
OPPORTUNITY
• Positively change the culture, communications and expectations of constituents …
KEY TAKEAWAYS
• 24 x 7 access to government services without the “city shuffle”
• SNEN services to support mobile users and those on the other side of the digital divide
• Face-to-face meant for up-front personal connection (when needed) and to deal with very complex issues
• Changes the behavior and expectations of constituents
• Closed feedback loop on political policy making through KPIs posted to Constituents
• Constituents don’t have to understand government organization to obtain services but can see a transparent delivery process and accountability
Oracle’s Solution for Smart Cities
Benefits for the Citizen & Business
1
Copyright ©2010, Oracle. All rights reserved. Oracle Confidential Slide - 26
OPPORTUNITY
• Empowering city officers and department managers with superior tools and service delivery capabilities makes it easier to budget, respond to demand, and allocate/schedule city resources. In turn, a highly responsive administration is more popular with the electorate and can better address the goals of serving their community and helping it grow more prosperous
KEY TAKEAWAYS
• Enables KPIs dash-boarding, analysis and monitoring of service outcomes to support competitive grants and good governance required by state and central government for ARRA funds
• Rapid and detailed quantitative feedback from voters and political contributors can be aligned with key administrative objectives and results
• Changes the behavior and expectations of constituents and government employees from the bottom up
• Rationalize investment in people and infrastructure across municipal departments from the top down
Oracle’s Solution for Smart Cities
Benefits for the Local Authorities
Legislation and Regulations
City Planning
Revenue Generation and Collections
Intra-Government Communications
5
Copyright ©2010, Oracle. All rights reserved. Oracle Confidential Slide - 27
OPPORTUNITY
• Increase employee productivity and job satisfaction as a result of positive changes to their culture, communications and expectations
KEY TAKEAWAYS
• Seamless integration of response systems: from self-service to call centre to face-to-face and back makes their lives easier
• Request for services can be traced and automatically routed to the right department –they don’t like department shuffles anymore than constituents do!
• Allocation of Government resources responding to requests can be optimized reducing the burden on individual employees
• Information is captured & stored in one place, allowing for greater management analysis and decision making at lower levels
• Upward spiral: new expectations by citizens change the expectations of employees
• Employees leverage technology in commercial ways improving their marketability
Oracle’s Solution for Smart Cities
Benefits for Government Employees
Self Servic
e$
Call Centre
$$
Face-to-face$$$$
Copyright ©2010, Oracle. All rights reserved. Oracle Confidential Slide - 28
What Local Authorities can achieve with
Oracle’s Solution for Smart Cities
Working together to improve the quality of life and the economy of your city and local regions
Use ITC to breakdown the barriers of protocol and organization, to become more effective, efficient, economic and transparent
Better services for citizens and businesses
Enhance the local talent and work-skills through state-of-the-art educational and learning services
Help your city become more attractive for tourism and inward investment by making it the place to live and do business ����
��������
����
����
Copyright ©2010, Oracle. All rights reserved. Oracle Confidential Slide - 29
In Summary, Have you considered these?
Is your government “open” at the times citizens need it?
How do you know whether you are providing a good service to your citizens?
Do your citizens know who to call when they need to access government services?
Are your field officers spending too much time in the office filling paperwork?
Could you service more citizens by working more efficiently?
Are you replicating costly citizen interaction services across your organization?
How many of your inquiries from citizens get forgotten about or go unanswered?
Can you provide statistics on how well all citizens interactions are handled?
Are all your citizen interactions handled consistently and professionally?
Copyright ©2010, Oracle. All rights reserved. Oracle Confidential Slide - 30
Oracle’s Solution for Smart Cities