oracle social services-service delivery transformation

7/17/2019 Oracle Social Services-Service Delivery Transformation

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2010 Oracle Corporation Proprietary and Confidential

Social Services: Service Delivery Transformation


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The following is intended to outline our general

product direction. It is intended for information

purposes only and may not !e incorporated into

any contract. It is not a commitment to deli"er any

material code or functionality and should not !e

relied upon in ma#ing purchasing decision. The

de"elopment release and timing of any features

or functionality descri!ed for Oracle$s products

remains at the sole discretion of Oracle.

Safe Harbor Statement


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Oracle Corporation

Scale% &2'.2( in TT) re"enue for Oracle% *1 in +0 product or industry categories

% ,-0000 customers in 1'+ countries

% ,0000 partners

% &'0( on 0/ acuisitions since 200+

% 10000 employees% 10 million de"elopers in Oracle online communities

Innovation and Investment% 2000 de"elopers and engineers

% 1++00 customer support specialists spea#ing 2- languages

% 20000 implementation consultants% 1 million students supported

% -0 independent Oracle user groups with ,++000 mem!ers

Revenue represents March 1, 2009February 28, 2010


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% 3eadership in 4ocial 4er"ices

% Inno"ation in 5o"ernment 4olutions

% 6esults 7chie"ed !y Oracle Customers

Agenda


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The Challenges Were Hearing

Information Silos:

Ho can e get a complete vie of the familys needs and services!

8The 9.4. Open 5o"ernment :irecti"e pu!lished in :ecem!er 200 reuired all federal agencies toproduce an Open 5o"ernment Plan descri!ing how they will address transparency participation andcolla!oration in their acti"ities.; Gartner, Source-Roundup of Government Research, 1Q10, May 2010

"

#rogram Comple$ity:Ho can e ass%re compliance & comple$' changing las ( reg%lations!

8I:C 5o"ernment Insights predicts that !usiness rules will !ecome a core construct of most softwareapplications and that go"ernment organi


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Analyst *%otes

+With its Siebel ,-. release' Oracle maintains a commanding lead in the

government C/0 mar1et- Its offering is a 1ey sol%tion in its portfolio and'

complemented by its Apps 2nlimited strategy' is a clear mar1et leader- Itscores near the top in each technology criterion' in partic%lar aro%nd

analytics' m%lti3channel offering and or1flo management capabilities-4Datamon!tor, Dec!s!on Matr! Se$ect!n" a CRM endor !n Government Compet!tor 3ocus4,

March 200+

+All in all' the Oracle i5overnment constr%ct is impressive and on target- It

logically presents a 6ho to get there roadmap for achieving many

common government goals in a ay that shos that Oracle not only%nderstands hat it ill ta1e' b%t lays o%t its applications' sol%tions and

services in a ay that demonstrates their contrib%ting IT val%e to getting

there-4IDC Government Ins!"hts, #rac$e uts an 5!6 !n Government at #pen7or$d, Document 8

GI219+:1, .ovem'er 200:

+The increasing press%re to redesign service delivery aro%nd citi7ens

needs' instead of repetitive b%rea%cratic processes' and rising IT costs tos%pport c%stom3b%ilt technology d%e to aging mainframe infrastr%ct%re'

retirement of s1illed professionals' and s%boptimal silos architect%res have

driven many government agencies to consider COTS-4Gartner, (ype Cyc$e for Government ;ransformat!on, 200+, Government Doma!n Spec!f!c

C#;S,


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Agenda



Oracle Social Services Sol%tions7 Complete Platform for Integrated Program :eli"ery

Improve #rogram Deliveryand Client O%tcomes

Streamline A%tomation of8enefit )egislation

/ed%ce /is1 and

Administrative Cost hileIncreasing /esponsiveness

to Change



Improve #rogram Delivery and Client O%tcomes

/e9%irement Oracle Capability The Oracle Difference

Architected for enterprise

level visibility ith case

level management

Deliver a single vie of the

client across programs

and organi7ations

0aster Data

0anagement' C/0'

Case 0anagement

$tend single vie to

providers and clients ith

self3service and provider

case management

Ind%stry3leading

m%lti3channel

s%pport capabilities

C/0' Oracle #olicy

A%tomation'

Case 0anagement

#roactively monitor

service delivery' analy7ecosts' detect fra%d and

assess res%lts

Case Analytics'

8%siness

Intelligence

#re3pac1aged social services

;#Is ith drill3don directly

to case management system



Example: 0aster Data 0gmt 3 Single Client



CHA))=5S & O##O/T2=ITIS

% Introduce a ro!ust solution that will allow the uic#application of the 83aw for :ependent People; ando!tain immediate results

% Implement an open IT system to allow easy integrationwith !odies such as municipal and regional go"ernments

% )anage processes including> preliminary informatione"aluation of dependence le"els recognition of rightsconfiguration of ser"ices grants calculation follow?up etc.

% Pro"ide a multi?channel platform for the pro"isionof information to the pu!lic> in person "ia the internetor "ia the call center

C2STO0/#/S#CTI>> mobile eval%ation agentsto manage more than ?,>'>>> cases inone year

% nabled regional governments tointegrate ith the ne system

O


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/ed%ce /is1 and


to Change



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Test the impact of proposed

legislation' reg%lations'

and policy changes by

alloing hat3if analysis

of proposed amendments

Oracle #olicy

A%tomation

Ability to maintainm%ltiple effective3dated

r%les sets and test

against the client base

/%les maintained by

policy e$perts rather

than IT personnel

mpoer b%siness

%sers to develop and

manage r%les directly

from legislative and

policy doc%ments

Oracle #olicy

A%tomation

A%tomate ( doc%mententitlement calc%lations

incl%ding eligibility

decisions' change in client

circ%mstances ( retroactive

payment ad@%stments

A%tomatically create a eb3based screening and eligibility

intervie and acc%rately

calc%late payment' incl%ding

retrospective changes

Oracle #olicy

A%tomation ( Web

Determinations'

0aster Data 0gmt

Streamline A%tomation of 8enefit )egislation


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Example: Oracle #olicy A%tomationThree Aey 7reas of Capa!ility

% Transformlegislation and policydocuments into eBecuta!le andmaintaina!le !usiness rules

% 7chie"e complete consistency acrossdelivery channelsusing standard we!ser"ices architecture and pre?pac#agedintegrations

% :eli"er g%ided interviee$periencesusing modelednatural language policies for

self?ser"ice and call center


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SO)2TIO=S

% 9ses Oracle Policy )odeling to capture o"er000 of their own !usiness policies

% 4treamlined customer inter"iews ena!lescreening and initial data capture for clientsusing offices and call centers


% Customer details manually entered from paperform into the mainframe system

% ot user?friendly with a high le"el of stafftraining particularly in mainframe coding

% 6epeat "isits for the customer with duplicationof data collection and process restarts

82SI=SS /S2)TS

%/ed%ced training time for ne staff no memori7ation needed of policy detailor of mainframe codes

%Significant savings in c%stomerprocessing times and associated costs

%/ed%ction in repeat contacts from ac%stomer needed an anser to a

specific 9%estion

ST/AT5IC I0#ACT

% Decision g%idance for comple$ areasof service delivery

% asier @ob ( b%siness process redesign

% Ability to rapidly e$tend the system toother payment types

% Consistent service delivery acrossa greater range of channels

O


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/ed%ce /is1 and


to Change



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/ed%ce /is1 and Administrative Cost hile

Increasing /esponsiveness to Change


Implement open' s%stainable

integration of payment

processing' contract mgmt (

service provider mgmt systems

Oracle 0aster Data

0anagement' Oracle

Application Integration

Architect%re

Only vendor providingpre3b%ilt or1flos and

s%stainable integrations

0ar1et leading

hardare' database and

middleare technology

0igrate to a modern' sec%re

enterprise application and

technology architect%re

Oracle SOA 5overnance'

S%n nterprise Servers (

Storage' Oracle ID 0gmt

Transition to a

componenti7ed'

Commercial off the Shelf

BCOTS softare sol%tion

)everage mod%lar

components to migrate

at yo%r on pace

Oracle inancial 0gmt'

HC0' #roc%rement'

Contract ( #ro@ect 0gmt


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Example: Comprehensive Wor1force )ifecycle 0gmturture the 5o"ernment @mployee 6elationship

% 7lign recruitingwith the needs ofthe organi


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% Centrali


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% @"aluate o"erall program performance

% 7utomate internal and eBternal reporting to sta#eholders% 7naly


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Oracles Social Services ootprint

Administration ( nterprise 0anagement

IT ServicesBHelp Des1' tc-

H/ ( Wor1force0anagement

i)earning (Classroom Training

inancial0anagement #ayroll #roc%rement (Contract 0anagement #rogram & #ro@ect0anagement

Social Services Segments

#%blic #ensions 2nemploymentIns%rance

Wor1ersCompensation Child S%pport

Service #rovider0anagement

Child Welfare #%blic HealthcareAdministration

Jobs #rograms conomicDevelopment

Social Services Operations

ligibilityDetermination

Screening ( Inta1e /eferrals ( AppealsChange ofCirc%mstance ra%d Detection

Welfare Assistance

Case 0anagement 8enefits DispersalService #rovider0anagement

Infrastr%ct%re

0obility0obility H%bs & 0aster Data 0gmtH%bs & 0aster Data 0gmt Integration rameor1 & SOAIntegration rameor1 & SOA

Identity ( Sec%rity ServicesIdentity ( Sec%rity Services =etor1ing=etor1ing DatabaseDatabase Operating SystemOperating System


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The Only Complete Social Services Sol%tion

Oracle 9niuely :eli"ers a Competiti"e 7d"antage !y3e"eraging People Process and Partners

#eople#eople

#latform

#rocess#rocess

/es%lts#artners#artners


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People: Oracles cosystem Creates Advantage

KF>c%stomers

participating in

advisory boards

F>>Ind%stry ( #rod%ct

strategy co%ncil members

?>'>>>partners

'?>>participants

in early c%stomer

adoption programs

,L>%ser gro%ps

MF'>>>applications

c%stomers

.,F'>>>database

c%stomers

K>'>>>middleare

c%stomers

.K'>>>developers

and engineers

?L>'>>>?L>'>>>

C%stomersC%stomers8enefiting8enefiting

from Sharedfrom Shared

InnovationInnovation

.>'>>>implementation

cons%ltants

F'F>>c%stomer

s%pport specialists

> milliondevelopers inOracle online comm%nities


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)eading nterprise Softare


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Independent Softare


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Agenda


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Social Services C%stomer /es%lts

Center for Wor1 and Income B=etherlands improves @ob matching by M>G

Department for Wor1 and #ensions B2nited ;ingdom provides citi7ensith on3line access to services and information

0inistry of )abor and Social Affairs BSpain implements Oracles Siebelapplications in @%st M months' enabling I0S/SO to manage processesestablished in the )a for Dependent #eople

D%tch Child #rotection Co%ncil B=etherland centrali7es all data toimprove child protection

=ational Co%ncil for val%ation of Social #olicy B0e$ico allos vario%sprograms to red%ce their ann%al federal b%dget re9%est by M to >G byimproving analysis and eval%ation of , programs


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Offers the world$s leading multi?channel contact center

Pro"ides the only go"ernment case management integrated with @6Pand Policy 7utomation

:eli"ers an inno"ati"e COT4 solution from the pu!lic sector mar#etleader

Pro"ides all #ey components ser"ices storage data!ase

middleware and applications all !ased on open standards

Only Oracle

The Oracle Difference


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APPENDIX


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Inta1e

#rovider0anagement

Screening

ligibilityDetermination

Assessment (Service #lanning

nterprise Case0anagement

Disb%rsement (inancial

0gmt

0onitorO%tcomes

Oracles Social Services Sol%tion4implify @ligi!ility Increase @fficiency Impro"e @ffecti"eness


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0anage #artner and0anage #artner and#rovider cosystem#rovider cosystem ns%re Clients /eceivens%re Clients /eceivethe /ight ntitlementsthe /ight ntitlements

Deliver S%pportive andDeliver S%pportive and

#rotective amily#rotective amilyServicesServices

Siebel ,-. for #%blic SectorClosed?3oop @nterprise Case )anagement

#rovider loo1%p andreferral

Service plan creation

and entitlement trac1ing nhanced benefit plan

str%ct%re and effectivedating

Appeals

Deliver client self3serviceeligibility across channels

A%tomatically assess

benefits for changes incirc%mstances

0anage changing policyr%les and ens%re acc%ratelaf%l determinations

Child Welfare programspecific config%redprocesses

#rogram specific r%le starterpac1 for screening

Speciali7ed b%ilt inassessment feat%res ris1'safety' environment


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Oracle #olicy A%tomationHrite 6ules Once 9se )any Times

Hrite rules in familiar Hord and @Bcel documents in local language

The same rules can !e used across channels

@liminate the need for IT help

Web Screening Case 0anagement


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Oracle #olicy A%tomationOut?of?the?(oB Interacti"e Inter"iews

% Create uestions fromsource documentwithout programming

% 7s# the least num!erof uestions

% Ginali


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6ate

increase6ateincrease

Thresholdadustment

7pplicantgets a o!

Childmo"esout

Payraise

6entincrease

TI0

Oracle #olicy A%tomation)anage Client Changes

@fficiently handle changes

#olicy'e.g. a change in minimum age on a certain date

/ates'e.g. uarterly increase of a !enefit rate

Client circ%mstances'e.g. num!er of children marital status

Process across multiple "ersions of rules and circumstances


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Deploy

Oracle #olicy 0odelingGast 4elf 4er"ice J )ultilingual

Decision/eporting

Screen3floControl

*%estionSearch

*%estion Te$t5eneration

Web IntervieScreen Display

Data S%mmaryand /evie

He!4elf?ser"ice

@Bpert call centerguidance

@mployeeself help

Oracle Web Determination

Deliver Interactive 5%idance 2sing 0odeled #oliciesConsistent He!?(ased 7d"ice


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val%ate incoming case loadand plan s%pport reso%rcesbased on goals

% Perform outcome modeling todisco"er relationships!etween ser"ices deli"eredpopulation and case resolution

Cond%ct process revies

% Compare performance acrossthe organi


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Option :2niversal Screening& Web

Service Integration

CommonCase older

Option .:Wrapping

)egacy ithSiebel

Option ?:

/%les $traction ofTarget #rogramBs

Componenti7ed Deployment:eploy Hhat Lou eed Hhen Lou 7re 6eady


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8#) #rocess 0anager (8#) #rocess 0anager (

Oracle nterprise Service 8%sOracle nterprise Service 8%s

(usinessProcess

/#

Binancials (

HC0 & H/

Case

0anagement

Collaboration

B0obile & Des1top

$ternal

Service

#rovider

)egacy

0ainframes

=e Web

Applications

% Standard InterfacesStandard Interfaces

% Cross3applicationCross3applicationmapsmaps

% uic#ly integrateheterogeneousapplications using anintuiti"e graphical 9I

% )anage systemperformance "ia we! with

a user?friendly console

% 6educe connecti"ityheadaches withpre?pac#aged standardinterfaces for applicationsand legacy systems

% (uilt on widely adoptedindustry standard languageM(P@3N

SOA #rocess OrchestrationProcess 7utomation across Oracle Third?Party and 3egacy 7pplications


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8est #ractice #rocesses? Integrated @ligi!ility

? Child Helfare

? 3a!or

#rocess Integration #ac1s

? 7I7 Goundation Pac# for:is!ursement Contract)anagement

? 7ccenture led :is!ursement

o%ndation #ac1

? 7pplication agnostic integrationplatform tailored for Pu!lic 4ectorprocesses

#%blic Sector AIA o%ndation #ac1Pre?(uilt Integration Processes


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C2STO0/ #/S#CTI federal social

assistance programs that the Co%ncil

oversees-4Marco )rturo >eyva

D!rector of Informat!on ;echno$o"y

OG by improving analysis and

eval%ation of , programs

% acilitated analysis and red%cedadministrative b%rden by a%tomating

data %pload processes

CO=

oracle social services-service delivery transformation

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