Crm for immigration border control
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CRM for Immigration & Border Control. Name, Title. Agenda. Industry Challenges Oracle is Addressing How Oracle Delivers Solutions The Oracle Difference. Immigration and Border Control Many processes. Visa Processing Passport Issuance Visitor Tracking Customs Refugee Management 

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Crm for immigration border control

CRM for Immigration & Border Control

Name, Title


Agenda

Agenda

  • Industry Challenges Oracle is Addressing

  • How Oracle Delivers Solutions

  • The Oracle Difference


Immigration and border control many processes

Immigration and Border ControlMany processes

  • Visa Processing

  • Passport Issuance

  • Visitor Tracking

  • Customs

  • Refugee Management 

  • Asylum Applications

  • Repatriation and Departure

  • Enforcement

  • Public Safety

  • Border Control


Immigration and border control many organisations

Immigration and Border ControlMany organisations

  • Immigration

  • Customs

  • Foreign Affairs

  • Ministry of Home Affairs

  • Police

  • Justice

  • Defense

  • Communities

  • Countries


Crm for immigration border control

Resulting Challenges in Immigration & Border ControlComplex legislation leads to complex processes and systems

Increasing backlogs including visa’s, work permits, etc.

Increasing threat from fraud, criminal activity and terrorism

Different results depending on application location

Citizen service is high on the political agenda

  • Application processes are slow, often manual, and can't keep pace with demand

  • Lacking desired level of ability to investigate suspicious precursor activities

  • Visa processing often done by consulates in countries who don't follow the same automated and manual process

  • Growing citizen expectations for 24x7 online service with consistent look and feel across channels

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2

3

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Increasing global demand for change oracle inspired by customer demand

Increasing global demand for changeOracle inspired by customer demand


Agenda1

Agenda

  • Industry Challenges Oracle is Addressing

  • How Oracle Delivers Solutions

  • The Oracle Difference


Oracle solutions for immigrations

Oracle Solutions for Immigrations

  • Expedite processing and identify risk

  • Identify bottlenecks and improve performance

  • Achieve a single complete applicant profile

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Expedite processing and identify risk key benefits of case management policy administration

Expedite processing and identify risk Key Benefits of Case Management & Policy Administration

  • Manage cases efficiently for travelers providing a single applicant view for authentication, investigation and agency collaboration

  • Offer intuitive on-line self service visa and citizenship applications through smart multi-channel solution support

  • Ensure consistent and accurate determinations across diverse global locations through efficient automated policies and legislation

9


Traditional case management challenges siloed information by agency and channel

Traditional Case Management Challenges Siloed information by agency and channel

Application

Intake Eligibility Risk Assessment Decision Enforcement


Integrated immigration case management control speed and risk with automated cases

Integrated Immigration Case Management Control speed and risk with automated cases

Application

Intake

Risk

Assessment

Decision

Enforcement

  • Automate straight through processing for lower risk cases, e.g. Visitor Visa’s

  • Manage complicated cases with workflow engine, e.g. asylum, immigration, citizenship

  • Checks including criminal history, "blacklists", " passenger and crew" lists 

  • Access a combined view of immigrants, visitors, refugees, workers across agencies


Case consistency across channels increase speed and accuracy with self service

Case Consistency Across Channels Increase speed and accuracy with self-service

  • Extend access to applicants and other agencies

  • Allow self-submission with familiar forms

  • Guarantee consistent rules are enforced across channel and agency

Web

Field Office

Contact Center

Case Management


Immigration analytics streamline improve and simplify the job

Immigration AnalyticsStreamline, improve and simplify the job

  • Interactive Dashboards to Manage Case Loads

  • View into current transactional trends

  • Identify best practices to improve agency performance; clearance rates, caseload staffing/workload

  • Embedded Tracking for Operations

  • Agency program performance metrics

  • Visa/work permit by class, recruitment results, status of applicant benefits

How can we work effectively

What to work on now

How well are we doing

  • Performance Scorecard to Continuously Improve

  • Metrics on applicant trends

  • Volumes and clusters related to applicants, entry/exit, destination


Crm for immigration border control

Case Management Benefits

  • Maximize speed and efficiency with automated straight through processing and controled case management

  • Deploy self-service for any agency and channel and direct resources to higher risk more complicated applicants

  • Continuously improve service with constant visibility to every step of automated and managed cases

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Case management and rules are a natural fit increase productivity and reduce cycle time

Case Management and Rules are a Natural FitIncrease Productivity and Reduce Cycle Time

Before

Process Speed

Manual Steps

After

Process Speed

Manual Steps

Reduce Cycle


Crm for immigration border control

Source legislation or policy

Copy, paste and markup

Executable document in

natural language

Natural Language for Business Users

Rapidly implement and update policy rules


Crm for immigration border control

Out of the Box Dynamic Interview

Apply policy rules to cases

  • Create questions automatically from source document without need for programming

  • Ask the least number of questions

  • Finalize determination in most logical order

17


Applicant change of circumstance tailor to reflect passport visa application process

Applicant change of circumstanceTailor to reflect passport/visa application process

Applicant circumstances, e.g. marital status, education/training

Eligibility, e.g. a change in minimum age, which takes effect on a certain date

Rates, e.g. quarterly increase of an application fee or salary benchmark

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Crm for immigration border control

Oracle Policy Automation Benefits

  • Natural language rule authoring capabilities and full audit trail linked back to the legislation

  • True determinations engine, plus a self service tool for Visa’s

  • Dramatically improve speed for implementation of changes to policies and rules

19


Oracle solutions for immigrations1

Oracle Solutions for Immigrations

  • Expedite processing and identify risk

  • Identify bottlenecks and improve performance

  • Achieve a single complete applicant profile

20


Key benefits of immigration analytics toolset identify bottlenecks and improve performance

Key Benefits of Immigration Analytics ToolsetIdentify bottlenecks and improve performance

  • Use real-time operations metrics to identify trends and best practices for improved and consistent service.

  • Provide performance dashboardsto government officials, field staff and citizens

  • Use spatial tools to visually map relationships to identify potential risks with traveler movements, volumes and relocation patterns

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Intelligence driven case management

Intelligence Driven Case Management

Targeting & Delivery

Work Center (Real-Time)

  • Intelligent, prioritized To Do lists

  • Automated alerts serving up insight directly to the point of greatest impact

  • Correlate case outcomes with services delivered and customers served

  • Root cause analysis into process and organizational bottlenecks

Organizational Efficiency

Embedded Analytics

  • Proactive case processing with current work queues, case load pipelines, backlogs and overdue activities.

  • Identify changes in resolution rates and processing times

  • Direct, normalized comparisons

  • Team and individual performance against organizational averages and stated targets

Workloads & Backlogs

Performance Scorecard


Crm for immigration border control

Insight for Operational and Performance KPIs

  • Analytical insight into organization performance

  • Manage workload management, from reporting to case management

  • Oracle BI models and customer Key Performance Indicators


Crm for immigration border control

Integration with Location Intelligence

  • Oracle Spatial and Business Intelligence working together

  • To map applicants to residency to target service programs

  • Providing Location and Proximity Analysis


Further integration of leading specialized solutions

Further Integration of Leading Specialized Solutions

  • Visualization Tools

    • Non-Obvious Relationships with drill down investigation

    • Trends, patterns, clusters, hot spots

    • Predictive analysis

  • Biometric solutions

  • Geographic information systems


Oracle solutions for immigrations2

Oracle Solutions for Immigrations

  • Expedite processing and identify risk

  • Identify bottlenecks and improve performance

  • Achieve a single complete applicant profile

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Integrated business flow and single applicant view key benefits of technology foundation components

Integrated business flow and single applicant view Key Benefits of Technology Foundation Components

  • Consolidate, federate and cleanse data into a single secure view of applicant to improve situational awareness and collaboration

  • Adapt and easily reconfigure end to end business processes for political changes and best practices

  • Deploy proven priority immigration and border security solutions without compromising and preserving legacy investments

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Crm for immigration border control

Outreach

Screening

Enroll

ManageCase

AndMore…

GrantsManagement& Reporting

Disbursement

Referral toRequisition

Agreementto Contract

Cost of Case

SOA Reference Architecture

SOA Programming Model

Enterprise Business Services

SOA Governance

Oracle Delivers Pre-Built Integrated ProcessesKey Components

BEST INDUSTRY PROCESSES

  • Best Practice Processes Industry and customer best practice process models

  • Process Integration Packs Pre-built, out of the box, integrated application business processes for Oracle COTS solutions and 3rd party software

  • Foundation Packs Application agnostic integration platform tailored for Public Sector processes

PRE-BUILT SUSTAINABLE INTEGRATIONS

FOUNDATION PACKS

INDUSTRY LEADING

Oracle Fusion Middleware


Oracle master data management foundation for effective immigration case management

Oracle Master Data ManagementFoundation for effective Immigration Case Management

Incident

Alerts n

Incident

Alerts 2

National and

International

Crime Databases n

National and

International

Crime Databases 2

OracleMDM

Fingerprint

Databases 2

Identity

Management 2

Fingerprint

Databases n

Identity

Management n

Geographic

Information 2

Passport System 2

Geographic

Information n

Passport System n


Soa federated portal combine and reuse assets to meet business needs

Portal

Portal

Portal

Oracle SOA Platform

Oracle SOA Platform

Oracle SOA Platform

SOA Federated Portal Combine and reuse assets to meet business needs

  • Leverage existing systems to wider set of users

  • Preserve investments and build a forward path

  • Increase flexibility and control of what to refresh when

Employees

Applicants

Partners

Case Management

Policy Automation

Existing Application(s)


Agenda2

Agenda

  • Industry Challenges Oracle is Addressing

  • How Oracle Delivers Solutions

  • The Oracle Difference


Solution considerations buy vs build total cost of ownership

Solution Considerations- Buy vs Build- total cost of ownership

  • Risks of building a complex enterprise information system have been detailed by various magazines and research firms, with the following results:

  • 90% Delivered Late (Aberdeen)

  • 80% Unsuccessful (Computerworld)

  • 50% Over Budget (Gartner)

  • 50% Fail to Meet Objectives (Gartner)

  • 30% Canceled (Computerworld)

Implement

Design

Deploy

Operate

Enhance

Build

Highly

Customized

Packaged

Application

Total Cost of Ownership


Oracle speeds time to value and lowers tco

Oracle Speeds Time to Value and Lowers TCO

Non-Integrated

Solution

Oracle for Immigration

Scoping

Setup

  • Faster deployment

  • Lower TCO

  • Assured business value

Configuration

Scoping

Customization

Setup

Apply Patches, not new Build

Configuration

Training and

Documentation

Leverage aspects of existing environment (roles, security, assets)

Customization

Training and

Documentation

Leverage existing training and knowledge

33


Oracle customers realizing value

Oracle Customers Realizing Value

34


How is oracle different

How is Oracle Different?

<Insert Picture Here>

  • Proven, scalable performance as demonstrated by global customers such as IND, DIAC and UK Border Agency

  • Full range of choices from automated case management and determinations to manual control

  • Implement only priority areas and increase overall use of current investments

    Supported by

    • Case Management and Policy Automation

    • Industry Analytics and Spatial Tools

    • Service Oriented Architecture

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