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Tom De Rosa Solution Specialist Public Sector Oracle Corporation. Public Sector CRM Solutions in the Information Age Commercial Off The Shelf E-Government Solutions. Public Sector Solutions. Constituent Service. Public Security. Social Services. Tax and Revenue. - PowerPoint PPT Presentation
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Tom De RosaSolution SpecialistPublic SectorOracle Corporation
Public Sector CRM Solutions in the Information AgeCommercial Off The ShelfE-Government Solutions
Public Sector SolutionsE
xam
ple
sE
xam
ple
s
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
alle
ng
esC
hal
len
ges
Dri
vers
Dri
vers
• 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
ann
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.