Tom De RosaSolution SpecialistPublic SectorOracle Corporation

Public Sector CRM Solutions in the Information AgeCommercial Off The ShelfE-Government Solutions

Public Sector SolutionsE

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Constituent Service

Case Management For…Incident TrackingPublic WorksCorrespondenceCitizen Access Applications

• Constituent expectations for immediate access to services and info

• Constituent expectations for immediate access to services and info

• Improve Operational efficiencies

• Constituent centric views

• Improve Operational efficiencies

• Constituent centric views

Taxpayer Services BillingCollectionsRegulatory FeesPermitsComplianceBankruptcyLitigation

Case Management For…Social ServicesChild ProtectionChild SupportHousing AssistanceIncome Support

Case Management For…Public SecurityCourts & JusticeComplianceInvestigationsHomeland SecurityAppealsClaims Mgt.

• Conflicting constituent data across departments

• Conflicting constituent data across departments

• Required cross-dept coordination

• Pressure to Automate Processes

• Required cross-dept coordination

• Pressure to Automate Processes

PublicSecurity

SocialServices

Tax andRevenue

Ch

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ng

esC

hal

len

ges

Dri

vers

Dri

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• Improve and accelerate collections

• Public Utility deregulation

• Improve and accelerate collections

• Public Utility deregulation

• Managing Billing and Collection Processes

• Managing Billing and Collection Processes

• Decline in Budget

• Program Centric views

• Decline in Budget

• Program Centric views

• Complex Legacy systems

• Deliver more services with greater automation

• Complex Legacy systems

• Deliver more services with greater automation

OracleE-Business

Suite

OracleE-Business

Suite

CitizensCitizens

Inte

ract

ion

Ch

ann

els

Inte

ract

ion

Ch

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els

360º View of Clients, Cases• Current Issue Criticality• Contact Information• Interaction / Issue History• Community / Relationships

360º View of Clients, Cases• Current Issue Criticality• Contact Information• Interaction / Issue History• Community / Relationships

Consistent Information• Regardless of Agency / Individual• Regardless of Timing• Regardless of Type / Topic

Consistent Information• Regardless of Agency / Individual• Regardless of Timing• Regardless of Type / Topic

Consistent, Reliable Information“Single Source of Truth”

Agent AssistedAgent Assisted

• Client InfoClient Info• Service InfoService Info• Transaction Transaction

Info Info • Knowledge Knowledge

BaseBase

• Client InfoClient Info• Service InfoService Info• Transaction Transaction

Info Info • Knowledge Knowledge

BaseBase

Un-Assisted / Self-ServiceUn-Assisted / Self-Service

• Web-based self-service integrated with other channels (telephone, email, Voice/IP)

• Collaborative tools (Chat, co-browse) to enable real-time guided support

• Convenience of moving to “assisted mode” at anytime

• Single, intelligent routing to blend channels

InternetInternet

EmailEmail

PhonePhone Online ChatOnline Chat

In-PersonIn-Person

Real - Time Real - Time

Message Message BoardBoard

Delayed Delayed

Interaction ChannelsInteraction Channels

Access Anywhere, Anyway, Anytime Multiple, Integrated Channels

Client Information ManagementSolving the Problem of Information Silos

Centralized, Configurable Master Client Identity

Broad, Embedded Data Quality Tools

Bi-Directional, “Right Time” Integration

*Oracle Fusion Middleware or other third party middleware*Oracle Fusion Middleware or other third party middleware

Legacy,Custom

Data QualityImprovementData QualityImprovement

ContentProviders

VendorPackages

360o ClientView

360o ClientView

Central

Client

Data Store

Central

Client

Data Store

ServiceOriented

Architecture

“Among the horizontal vendors, Oracle leads Customer Data Integration in bringing the complete solution together: -- Erin Kinikin, Forrester Research Analyst, February 6, 2004

Middleware *Middleware *

Case Creation and Information Capture

• Intake and Screening• Validation• Eligibility• Entitlement• Identification of Client

Needs• Desired Outcome• Services to be Provided

• Personal Information• Case Information• Assessments• Investigative Information

/ Evidence

Category - CriminalOwner - J. SmithScheduled - 4/29/02Status - ActiveApprovals - Y

Case x.342Case

Archive

x.505x.234

x.1999

Related CasesText / Scanned

Other Files

Video / Images / Voice

Scalable Information ManagementAssociate Any Information to Any Case

• Attach Multiple File Types to a Case • Cross Reference / Associate Cases & Other Research• Group Similar Cases Into Categories / Groups

Oracle Business Rules Engine• Flexible rules based eligibility engine• Easily adapted to changing legislation and rules

governing eligibility• Doesn’t require programming to modify rules

Assessments

• Initial assessment

• Risk Factors

• Track changes in circumstance

• Skills assessments

• Medical evaluations

• Financial situation

• Etc.

GIS Integration

Syndrome Selection

Date Range Selection

Patient Counts, Totals, and Rates for each Hospital

Color-coding based on thresholds

Secure Data Storage Protect Confidential Information

• Secure, Role-Based Access • Store all data in central location• Redundant backup• Integrate advanced security features (Label Security, VPD)• Technology proven against 14 official security standards

VirtualVirtualPrivatePrivate

DatabaseDatabase

DepartmentEmployee

AgencyEmployee

Contractor

“Classified”

“Secret”

“Top Secret”

“Public”

Case Monitoring• Business Rules are defined to automate the

monitoring process• When an exception is found, a Workflow process is

initiated.

AssigneeAssignee

EscalatedEscalatedResourceResource

ManuallyManuallyEscalateEscalate

Email ReminderEmail Reminder

Business Business RuleRule

Proactive EscalationProactive Escalation Reactive EscalationReactive Escalation

AssigneeAssignee

Workflow Process Diagram

Related Business ProcessesOracle E-Business Suite

• Integrated Financials• Budgeting• Case Costing• Accounts Receivable

• Payment schedule• Billing• Collections

• Accounts Payable• Payment initiation and

approval• Disbursements

• Projects

• Supply Chain / Service Delivery• Approved Service

Providers• Referrals• Procurement of goods

and services for client• Disbursement• Costing• Contract negotiation

Case Intelligence and AnalyticsExecutivesExecutives ManagersManagers BusinessBusiness

AnalystsAnalysts

AnalysisAnalysis

ForecastingForecasting& Modeling& Modeling

Planning & ModelingPlanning & Modeling

BudgetingBudgeting

Goal SettingGoal Setting

Financials, Supply Chain, Projects, PLM, Sales & Marketing, HR, ServiceFinancials, Supply Chain, Projects, PLM, Sales & Marketing, HR, ServiceUs

ers

Us

ers Transaction ProcessingTransaction Processing

OperationalOperationalReportingReporting

Ad-HocAd-HocReportingReporting

Cost to Cost to BudgetBudget

PerformancePerformanceScorecardsScorecards

Management ReportingManagement Reporting

Case Studies

Constituent Service

Public Security

Health and Human Services

Other Case Management Solutions

Residents will see better quality of service and less time spent between Residents will see better quality of service and less time spent between a valid request and an action from the municipality a valid request and an action from the municipality

Oracle Solution:•Oracle E-Business Suite CRM applications (Oracle TeleService, Interaction Center)•Oracle Financials•Oracle Procurement•Oracle HRMS

Ville de Laval, Québec”The goal is to eliminate duplication of the work being done by the city’s various

departments, to shift the current workloads around and to be able to provide citizens with a time frame for getting jobs done.” Paul Martel, IT Director, City of Laval

• 3-1-1 Call Centre• 350,000 Citizens• 360° view of citizens

Oracle SolutionE-Business Suite 11iOracle TeleServiceUWQ and Workflow Oracle Consulting

Facilitates reporting and analytics for the tracking andFacilitates reporting and analytics for the tracking andmeasurement of key performance indicatorsmeasurement of key performance indicators

DHS – Transportation Security Administration

Provided a multi-channel Case Management System

• Provided a Case Management System that was multi-organization enabled

• Enabled the automation of many manual processed

• Eliminated many paper intensive processes• Helps provide proactive assignment and

management of tasks• Automates the generation of appropriate

government forms• Provides a secure, virtual community

workspace

DHS Information Sharing.rm

Case Study: Bolton County, UKIdentification, Referral and Tracking

Multi-Agency Framework

• Designed to support inter-agency working• For local and central agencies• Brings to life data sharing protocols in a secure way• Reduces the risks caused by lack of data sharing• Built-in flexibility for future evolution at incremental

cost• Meets requirements of major national initiatives

Case Management HubBolton Multi-Agency Framework

Regulating Agency

Client HubCase Hub

Service DeliveryAgency…1

Case

Service DeliveryAgency…2

Case

Service DeliveryAgency…n

Case

Service Oriented Architecture

XMLOracle FusionMiddleware

BPELXML XML

 

Insight into trends with real-time multi-dimensional analytics.Insight into trends with real-time multi-dimensional analytics.

Canadian Medical Protective Agency

“The CRM application will enable us to offer improved service to our members and provide the CMPA with important data and reports to better track workflow and monitor

trends and patterns in our business environment.” Dr. John Gray, CEO

Peoplesoft Enterprise SolutionCRM SupportCRM Interaction ManagementFinancialsProcurementHuman Capital Management

• Improved accessibility by connecting 50 offices to single member database

• Fully automated business process with configurable workflow, case management, and solution advisor

• Improved call agent effectiveness with tiered support, auto escalations, attachments, and member self service

Summary

• Commercial Off The Shelf software solutions • are highly configurable, extensible and based on

open-industry standards. • can be assembled and integrated to address

program-specific requirements.• are in use today by numerous agencies with

differing missions.