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Oracle Forum OPA Directores de Sector Público
Demetrio Chaparro – Regional Sales Manager OPAMadrid 24 Marzo 2011
Focus of 2011 Public Sector IT Investments
Focus of 2011 Public Sector IT Investments
Public Sector Job Reductions and Nominal Wage Reductions
Una Legislación / Regulación dinámica genera la Necesidad de Automatizar
Seguridad, geopolítica y eventos financieros generan frecuentemente cambios y altas expectativas de puesta en marcha
Tomar decisiones ajustadas y consistentes es difícil cuando se necesitan políticas y reglas claramente definidas para generar las mejores decisiones
Creciente Complejidad Regulatoria
Aceleración de los cambios legislativos
La libertad de información incrementa la presión de clientes y ciudadanos para demostrar la conformidad a estándares y reglas de las organizaciones y gobiernos
Ajustes Presupuestarios fuerzan a la eficiencia
Se espera que Proyectos Tecnológicos costosos y Centros de Atención con alto número de recursos, innoven y proporcionen más por menos
“Rendir cuentas” requiere transparencia
Modelling
Gestionar la Complejidad de las Políticas y los cambios RegulatoriosDar poder a los usuarios de negocio
Usuarios de negocio transforman legislación compleja y documentos normativos en reglas de negocio.
Adaptarse a los cambios a la vez que los ciudadanos reciben rapidamente la asistencia y los beneficios requeridos
Automatizar la elegibilidad, el cambio de circunstancias y la monitorización
de eventos.
asistencia y los beneficios requeridos de manera que las decisiones se
pueden explicar
Deploy
Oracle Policy Modeling
Microsoft Office
Automate Policy – Direct from DocumentsNatural Language Modeling in any Language
English
Francais
中文中文中文中文
Import
FuenteLegislativa
Español
...> Nederlandse Svenska
Français
中文中文中文中文
DeutschDanskEspañol
English
Transform and Model
Enterprise
Easily Sync with Source Document Changes
����
• Proporciona la capacidad a los usuarios de negocio de traducir la legislación en reglas de negocio con lenguaje natural basado en un motor de reglas
• Traducir políticas en reglas flexibles, configurables y reutilizables
• Adaptar procesos de negocio para reflejar los continuos cambios de las reglas
Fuente legislativa o política
Documento ejecutable en lenguaje natuarl que los usuarios de negocio pueden entender y modificar
Copiar material fuente y pegarlo en Word
Transformar legislación compleja en reglas
Generación automática del contenido a evaluar
Las preguntas son
automáticamente
creadas de los
documentos
fuente de
definición de las
reglas sin
necesidad de
programación
Rulebases pueden ser desplegadas con
un simple click en la web mediante
Oracle Web Determinations.
Pregunta el
menor número
de preguntas y
en el orden más
lógico para
finalizar la
determinación
Service
AIA and Fusion Middleware
Policy Automation StrategyMulti-Channel Delivery, Flexible Integration
Consistent Customer / Citizen Outcomes
Call CenterOnline Agents Branch OfficeMobile Community
Case Analytics Interactions
AIA and Fusion Middleware
Policy Area 1
Policy Automation runtime
Policy Modeling
Policy Area 3 Policy Area 4Policy Area 2
Back Office Applications
Back Office Applications
OPA Product Components
Oracle Policy
CRM, Portal
Middleware / Native Web
Oracle Policy Automation Connector for Siebel OP & OD
Oracle Policy Automation
HR, ERP
Middleware / Native Web Services / Java / .NET
Legacy
Oracle Policy Automation Connector for SAP &
PeopleSoft HCM
Sample Oracle Policy Automation applications
• Improved citizen access to government information• Dynamic advice, rather than static HTML or PDFs• References include:
• Massachusetts Registry of Motor Vehicles• Internal Revenue Service (USA) and HM Revenue & Customs (UK)• Multiple US state governments• Department of Immigration and Citizenship (Australia)• BusinessLink – government advice for small businesses (UK)
Citizen Self-Service and Guidance
• Complex and agency-specific rules, e.g. New South Wales State Government (Australia) uses
Human Resources and Pensions
• Complex and agency-specific rules, e.g. New South Wales State Government (Australia) uses OPA to provide HR advice to 300,000 employees
• Eligibility for benefits• Calculations, e.g. payroll, allowances, benefits• Merit-based hiring• Time & Labor• Change of circumstance
• Full range of eligibility, assessment, rate calculation determinations, e.g. Supplemental Nutrition Assistance Program, Temporary Assistance for Needy Families, Unemployment Insurance, Medicaid
• British Columbia Integrated Case Management (Canada), many UK local governments, Centrelink (Australia)
Social Services
Sample Oracle Policy Automation applications
• Pre-application advice• Eligibility• Payment calculations and on-going eligibility
Grants Management - Subveciones
• Eligibility• Triage and rapid multi-channel advice• Claim adjudication for coverage and specific benefits, e.g. for Medicaid• Complex rules for payment processing, e.g. for Medicaid
Health
• Strategic Sourcing (Approvisionnement)• Supplier Management (Proveedores)
Procurement
• Claims adjudication after submission – travel and other benefits• What class can I fly? Does it depend on distance, seniority, cost differential?• What travel costs are covered? Vaccinations? Baggage insurance?• What portion of a phone bill can I claim?• How is an allowance pro-rated if I have a leave of absence during the year?
Financials – Expense Policy Compliance
RéférencesSOCIAL TAX – EMPLOYMENT
G D – J –
Sales Tax Deduction Calculator
Interactive Tax Assistant
Employment Status Indicator
Housing Benefit and Council Tax Benefit
Eligibility for gov. benefits
Safety Self-Assessment
Worker Status Self-Assessment
Public Sector Customers
GOVERNEMENT DEFENCE – JUSTICE –POLICE – IMMIGRATION
Visa Wizard Citizenship Wizard
Registry of Motor Vehicles' license
Self-assessment of entitlements
advice and guidance for small businesses
Background & ESI projectAdministracion Tributaria & Aduana
Overview• HMRC is responsible for collecting the bulk
of UK tax revenue, as well as paying Tax Credits and Child Benefits, and strengthening the UK's frontiers.
• 29.5 million taxpayer records, 8.4 million Self Assessment
Challenges• Pan Government requirements for
administrative efficiencies
• High volumes of enquiries at high cost
Business Results• Up to ten-fold productivity improvements
for system development compared to conventional software approaches
• For first system rolled out (Employment Status Indicator):• Business case assumed 25% self
service but actual results over 90%
• Saved £3M+ in additional headcount that would have been required without automation• High volumes of enquiries at high cost
• Mystery shopper exercise: same enquiry made 9 times, 9 different responses given by staff
• Massive uncertainty for taxpayers
required without automation
• Projected headcount reallocation of over 3,000 staff
Strategic Impact• OPA continues to assist HMRC in
delivering on its Public Service Agreement targets
• Oracle Enterprise Policy Automation established as key delivery tool in HMRC’s five year Strategic Plan
Solution• Interactive systems deployed which
faithfully reflect complex legislative and associated policy and business policies
• Interactive guidance platform based on Oracle Web Determinations
Pension Forecast Calculations
Overview• HMRC (UK Tax Office) shares
responsibility for UK pensions with the Department for Work and Pensions
• Pensions forecasting is applied to all UK citizens, with some special groups (eg overseas residents) having complex rules applied
Challenges Results
Solution• Oracle policy automation was used to
capture the complex rules for pensions forecasting
• Data relevant to the pension calculations is retrieved from legacy systems and fed through the calculation rules
• Very complex Pension rules for some categories of pensioner
• Data from several back end tax systems, in particular the taxation contributions system (NIRS2)
• Legacy systems very expensive to build and maintain
• Government required pension reforms to be implemented quickly to effect their desired policy outcomes
Results• The implementation took less than 10%
of the time for the previous legacy system to be implemented
• Massively reduced maintenance costs
• Significant UK Pension Reforms able to be handled dynamically in the system well within budget and time
• After the UK Pension Reforms, increase of up to 30% in the number of forecasts issued by HMRC.
Delivering rapid benefits to Dentists in Sweden
Challenges• Implement new Dental Reform legislation in tight timescales
• Deliver new Dental benefits calculations and improve Fraud detection
• Complete in parallel with modernisation of Legacy back office systems
Results • New legislation delivered in four months
• Highly scalable and performant solution
• Success achieved by ‘externalising’ rules from core applications• Success achieved by ‘externalising’ rules from core applications
• Business users built and now own the rules
• Benchmark for future modernisation projects
Internal Revenue ServiceAdministracion Tributaria
Overview• The Internal Revenue Service (IRS) collects approximately
USD$2.4 trillion in tax revenue.
• With over 100,000 employees and a budget of approximately USD$11 billion processing around 225 million tax returns it is one of the world’s most efficient tax administrators.
Challenges• Inconsistent interpretation and application of rules due to
the variations in staff knowledge and skill levels• Significant number of errors when subject matter experts
asked IT to interpret and utilize code to develop the solution
• Facing a large knowledge drain in the next 5 years due to retiring workforce.
Business Results• Empowered Subject Matter Experts
� Build and change policy without having to
Customer Perspective
“OPA allowed us to utilize our
subject matter experts rather than
IT personnel to write rules which
eliminated interpretation errors
and reduced major IT project cost”
Customer Perspective
“OPA allowed us to utilize our
subject matter experts rather than
IT personnel to write rules which
eliminated interpretation errors
and reduced major IT project cost”
retiring workforce. � Build and change policy without having to
rely on IT
� Eliminated interpretation errors as subject matter experts are controlling the solution
� Facing a knowledge drain in the next 5 years, OPA provides a “knowledge repository” to capture experience
• Greater Flexibility
� With OPA, policies can easily be modified by non-IT personnel
� Able to apply complex rules to individual taxpayers’ circumstances
• Improved Time to market
� OPA is proven to significantly reduce time in transforming policy documents into an “active” form
Solution – Interactive Tax Assistant • 86+ Tax Law Categories live so far
• 20,000+ internal users, 256 call centers, 54 service centers
Outcomes at the IRSAudited figures from theUS General Accounting Office
12% 2%
Source: http://www.gao.gov/new.items/d10225.pdf
OPA introduced
“They identified ITLA in particular, for the increase in accuracy in tax law and return assistance, which is used by both IRS’s telephone and walk-in site assistors to provide more accurate and consistent answers to taxpayers’ questions.”
Immigration Self Service
Background• The Australian Government receives
thousands of requests for Visas and citizenship every year
• Requests come from both within Australia and externally
Challenges• Difficult for applicants to
determine eligibility, and which
Solution• Visa Wizard
• Determines the visas a client may be eligible for
• 58 visa subclasses modelled –covering 98% of applications made
• Citizenship Wizard
• High political profile
• Determines the best path to determine eligibility, and which Visa or citizenship type to apply for
• Heavy cost in dealing with enquiries via phone or face-to-face
• The complexity of the different Visa types and Citizenship processes make it difficult to determine the appropriate application type
• Determines the best path to Citizenship available to the client
Business Results• More than 10,000 hits per day
• Massively reduced load on call centres
• Consistent provision of advice to applicants whether going through web, call centre or face-to-face
• Access through Internet allows applicants and their advisers to get instant, correct information personalised to their situation
BusinessLinkSubvenciones y ayudas para Pymes
• BusinessLink is a government-funded advice and guidance service for small businesses in England. (There are equivalent organizations providing similar services in other parts of the UK.) BusinessLink has built and deployed several applications which are powered by the Oracle Policy Automation product.
• Assess the best method of payment for your transaction: http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1078959714
• Assess the health of your business: http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1078959714
• Business Start-up Organizer:http://www.businesslink.gov.uk/bdotg/action/getStarted?r.li=1077150353&
r.s=a
• Check tax and legal issues when selling a business:http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1073877791
• Choose the right legal structure for your business:
• Find out which Incoterm you should use:http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1078231306
• Get the right website for your business:http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1074453672
• Health and safety performance indicator: http://www.businesslink.gov.uk/bdotg/action/haspi?r.s=sl
• Identify export opportunities:http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1078258802
• Identify potential sales channels:http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1075308586
• Choose the right legal structure for your business: http://www.businesslink.gov.uk/bdotg/action/layer?r.l2=1073859215&r.l1=
1073858808&r.s=tl&topicId=1077472554
• Choose the right advertising media:http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1074484161
• Closing a business checklist:http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1081777293
• Create a growth action plan:http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1080465278
• Create a personalised regulation checklist:http://online.businesslink.gov.uk/bdotg/action/ercLanding
• Discover who your most valuable customers are:http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1075308409
• Environmental compliance assessment:http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1079438165
http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1075308586
• Identify where you can save money by going green:http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1079446510
• Identify which VAT (sales tax) scheme your business is eligible to use:
http://www.businesslink.gov.uk/bdotg/action/layer?r.l2=1073859245&r.l1=1073858808&r.s=sm&topicId=1074419970
• Expectant and new mothers:http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1077460344
• Personal development plan: http://www.businesslink.gov.uk/pdp
• Setting up a basic IT system:http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1078956790
• When to register for VAT (sales tax):http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1073863071
• When you can deregister for VAT:http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1074421793
Servicio SocialGestión de Beneficios del Gobierno Local
Introducción• Northgate Information Solutions plc es el
proveedor líder en UK de soluciones software y servicio IT para gobiernos locales
• Tiene 160 gobiernos locales, desde distritos hasta algunos de los gobiernos más grandes de Europa del Oeste
Retos• Los ciudadanos deben completar extensos
y confusos formularios• Los ciudadanos no tienen conocimiento
Resultados Obtenidos
Ayuntamiento de South Hams
• Reducción del proceso de una queja de 30 a 3 días
• Despliegue remoto de la tecnología allí donde el ciudadano lo necesite
• Procesar 250 nuevas quejas por semana con un 100% de precisión y un 100% de satisfacción de cliente
• Los ciudadanos no tienen conocimientode otros beneficios a los que tienen acceso
• El tiempo para procesar el “papeleo” y el pago va de 30 días a varios meses
Ayuntamiento Municipal Metropolitano de Rotherham
• Reducción de costes anuales en el equipo de gestión de £250,000 (275.000 EUR)
Impacto Estratégico• Los Servicios Sociales pueden cambiar
la realización del servicio del back-office al front-office (anteriormente no era posible debido a la complejidad del material)
Solution• eBenefits (Oracle Policy Automation)
• Cálculo de elegibilidad online de acceso a beneficios.
• Único punto de contacto que evaluala elegibilidad de los ciudadanos, sobrelos 61.000 beneficios de la seguridadsocial de UK
UK Local Government Social Services
29
Local Councils in the UK
• More than 50 local governments in the UK, including Rotherham and Renfrewshire, are using OPA to determine eligibility for Housing Benefit and Council Tax Benefit.
• Renfrewshire:http://ebenefits.renfrewshire.gov.uk/ebenefitsselfservehttp://ebenefits.renfrewshire.gov.uk/ebenefitsselfserve
• Rotherham: https://ebenefits.rotherham.gov.uk/
DFAS (the worlds largest finance and accounting organization) uses OPA to model complex business rules to quickly automate the calculation of very complex military disability payroll adjustments –Concurrent Retired Disability Pay (CRDP) and Combat-Related Special Compensation (CRSC)
DFAS receives over 10,000 retro-active rating changes per month
US Defense Finance & Accounting Service
A technician can take over an hour to manually process a case
Technicians receive 6 weeks of training to process the simplest cases
Only 30% of cases could be automatically processed prior to the implementation of OPA – now the batch process for an entire month runs in less than one hour
New South Wales HR eXperthttp://www.dpc.nsw.gov.au/public_employment/hr_expert
• One of the major functions of the New South Wales Department of Premier and Cabinet is the provision of advice on HR matters for NSW’s 300,000+ public sector employees
Background Issue
• Need for shared services, employee self service
• Increased complexity of content for HR staff
• Problems with accuracy and consistency, especially given differences in HR policies across government agencies and over time
Solution Benefits
• Haley developed HR eXpert, an online interactive advisory application for use by 60,000 NSW public sector employees (up to 300,000 have access to the system)
• Allows confidential self-assessment of a range of entitlements and conditions
• The system is precisely tailored with the policies applicable to every agency covered by the NSW Public Sector Management Act
• Freeing up of time of HR, employees and other staff (e.g. line managers) and reduction in re-work due to incorrect advice
• Greater employee satisfaction, reduced grievance rates and improved industrial relations
• Diminished need for HR staff to have expansive knowledge/training
• Standardized outputs and audit trails, plus the facilitation of policy development and quality assurance
Sample HR Self-Service Application: NSW HR eXpert - http://www.dpc.nsw.gov.au/hrexpert/hrx.asp
ORACLE CONFIDENTIAL: INTERNAL USE ONLY
Rijksgebouwendienst (RGD):The Dutch Government Real Estate AgencyBienes inmuebles del Estado
• RGD is responsible for design/architecture, build, exploitation and maintenance of all government buildings in The Netherlands
• E-Business Suite will manage all back-office functions• E-Business Suite will manage all back-office functions
• Oracle Policy Automation will manage the complex rules and laws that determine which properties are inspected and how they are maintained
ORACLE CONFIDENTIAL: INTERNAL USE ONLY
British Columbia (Canada) Social welfare modernizationRequirements• Better tools and "simplification" of business processes
• Replacement of obsolete, aging and inflexible legacy systems
• Provide better integration of services and protection of children
• Deliver a single view of the citizen across services
Implementation
• Phase 1: Two OPA rulebases integrated with Siebel are now live:• One rulebase receives data from a Siebel form, and uses rules to determine the worker/organizational
approval level required to issue the form and returns the result to Siebel
• The other rulebase is called from Siebel, then OPA interactively conducts a worker interview to determine if the applicant has immediate needs, is exempt from a three week work search, determines the applicant employability screening score, and determines if the applicant has employment obligations. It can also be used to identify services that a person might qualify for, based on their needs and life events.
• Phase 2: OPA will determine client eligibility and benefit calculations. This rulebase will address 300 pages of legislated rules, plus Provincial policy and work practices.
Standalone interactive advice from OPA to guide people through complex and difficult-
to-understand rules and processes
Leverage OPA as an interactive advice-giving front-end to Legacy systems
Three Options to Automate Using OPA
giving front-end to Legacy systems
Replace aged legacy rules with Oracle Policy Automation, and build new rules for
those systems in OPA
■ Traditional / coded development
o Defined stages and little or no overlap in activities.
o Considered to be ‘safe’ delivery method but often unnecessary lengthy, inflexible and change control focused
OPA – Implementation Methods
■ OPA Agile
o Parallel development, quicker development cycles.
o 62% reduction in time and effort on a medium sized project:
OPA - Partner enablement services
1) Rule Specialist training
o Foundation, Intermediate, & Advanced levels.
o Examination & competency assessments.
o Rule architecture design & support.
2) Technical Specialist training.
o Technical architecture & design
o Integration o Integration
3) Specialist Project Management training.o Project start-up, estimation, risk management
4) Other Specialist trainingo Test Manager
o Commentary Author
5) Mentoring & Support.
■ Establish a Centre of Excellence
o An organisation within your business that contains the business, technical and rule specialist teams.
o Maximises ability to share and re-use rulebase components.
o Develops mechanisms for exchanging OPA related materials with other organisations.
o Management of best practice, resourcing, Control
OPA – Implementation Methods
o
prioritisation and communication.
o Contains Rule Developers, Project Leaders, Technical Specialists, Business Experts, Testers & Commentary Writers.
Expertise
Data Model
Templates
Training
Support
Budgets
Forums
Build
Beneficios
�Mejora drásticamente la puesta en marcha de cambios de reglas y políticas
�Simplifica el desarrollo y mantenimiento
�Asegura la precisión y consistencia en las decisiones complejas y determinaciones de elegibilidad
�Reduce la necesidad de recursos técnicos�Reduce la necesidad de recursos técnicos
�Evalúa el impacto en los clientes o ciudadanos de cambios en las políticas de la organización.
�Proporciona una trazabilidad completa de las decisiones tomadas
“The OPA technology is the most exciting and innovative technology currently within the HMRC Estate. Building
on the success of this project, the key priority now is to grow our rule development capability and to use the
technology and methods to reduce fraud and errors.”,
Steve Lamey, Director General, HMRC, 3rd December 2009.
“The Rules Based Service is friendly to use and is much quicker to navigate through than the current guidance
provided. I particularly like the new Tax Credit calculator which is much quicker to operate”
Contact Centre Adviser at HMRC, 3rd December 2009.
“It has not been necessary to sell the use of the Rules Based Service to advisers as they have instantly taken to
it. They have been provided with a small amount of training and have needed very little other support since then.
The streamlining of the process seems to indicate that advisers are now more likely to use and follow the
guidance than they did previously, a great result!”
Helen Parkinson, HMRC Project Manager, 3rd December 2009.Helen Parkinson, HMRC Project Manager, 3rd December 2009.
The new system empowered subject matter experts to develop rules-based applications directly fromcomplex legislative text, policy documents, and regulation—eliminating scripting or programming andreducing reliance on technical experts and, ultimately, reducing the time needed to transform policydocuments into active forms.”
John Drann, Finance Director, Wage and Income: Strategy and Finance
(formerly ITLA / COLDS R2 Project Manager), Internal Revenue Service
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