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Oracle Policy Automation in the Public Sector. Heike Lorenz Global Product Marketing Director. ORACLE PRODUCT LOGO. Safe Harbor Statement.

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oracle policy automation in the public sector
Oracle Policy Automation in the Public Sector

Heike Lorenz Global Product Marketing Director

ORACLE

PRODUCT

LOGO

safe harbor statement
Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

program agenda
Program Agenda
  • Challenges in Policy Agility and Compliance
  • Meeting the Challenges with Oracle Policy Automation
  • Customer Success Stories
dynamic legislation requires policy automation
Dynamic Legislation Requires Policy Automation

Making accurate and consistent decisions is getting harder

Policy

complexity

Acceleratingchange

Governments are changing policies to meet short-term goals

Budgetary pressures

We are expected to innovate, and deliver more with less

Transparency

demands

Pressure from citizens and media to prove compliance with policies and standards

what is oracle policy automation
What is Oracle Policy Automation?

Oracle Policy Automation is an

enterprise policy automation platform

that enables organizations to

capture, manage and deploy

complex policies across

all channels

collect
Collect

COLLABORATE

Collect information that resides in siloed groups - policy experts, knowledge workers and legacy systems

Policy

Model

Collect

Automate

Update

Analyze

model
Model

COLLABORATE

Define and model policies using business language; simulate and validate prior to deployment

Policy

Model

Collect

Automate

Update

Analyze

model1
Model

Original Policy Document

用自然语言对业务规则和法规

进行建模

automate
Automate

Deploy and enforce policies and controls across all relevant business areas and

applications – including self-service, call center and back-end business processes

COLLABORATE

Policy

Model

Collect

Automate

Update

Analyze

deploy
Deploy

跨渠道和流程进行部署

用自然语言对业务规则和法规

进行建模

analyze
Analyze

COLLABORATE

Monitor and analyze policy impact in real business situations

Policy

Model

Collect

Automate

Update

Analyze

analyze decisions in real time
Analyze Decisions in Real Time

Decision reporting for auditability

analyze policy changes business optimization and insight enabled by policy models
Analyze Policy ChangesBusiness Optimization and Insight Enabled by Policy Models
  • Get new legislation right first time
  • Model impact of policy changes
  • Easily share analysis and results
  • High volume policy processing
  • Use existing data sources
  • Leverage typical BI tools
  • Understand which policies are being used in practice
  • Ensure all policies are tested before deployment
update
Update

COLLABORATE

Update policies, based on analysis, new regulations, changing business priorities

Policy

Model

Collect

Automate

Update

Analyze

oracle policy automation components
Oracle Policy Automation Components

OPA Connectors

Oracle Policy Modeling

Oracle Policy Automation

  • Web interviews
  • SOA integration
  • Batch processing
  • APIs
  • Siebel
  • CRM OD
  • SAP
  • Model policies in Word and Excel
  • Design interviews
  • Analysis and testing

Other Applications and Processes

Middleware

  • CRM, HCM, ERP
  • Best-of-breed, legacy
  • On-premise, cloud

Database

typical outcomes with oracle policy automation
Typical Outcomes with Oracle Policy Automation
  • Compared to traditional approaches

Contacts per case drop from 3 to 1

Agent training time drops from 60 days to 5

Policy changes in days instead of months

Appeals and error rates cut in half

slide27
Head of Taxation Services

Jiangsu Provincial Office of SAT

“We have built an advanced tax policy advice system using Oracle Policy Automation. The new intelligent system enables us to offer taxpayers better, more complete and authoritative advice services.”

See http://apacmediacentre.oracle.com/content/detail.aspx?ReleaseID=5593&NewsAreaId=2

jiangsu provincial office of sat
Jiangsu Provincial Office of SAT
  • Tax Advice System
  • Self-service tax advice system
  • Ability to check tax benefits, liabilities and regulations online
  • 110 topics organised into 7 tax categories
  • Results
    • Reduced development time and costs
    • More accurate information
    • Easy and rapid change process
    • Transparency and reduction in appeals
  • Solution
internal revenue service
Internal Revenue Service
  • Tax Advice System
  • Self-service & call center tax advice system
  • Consistent tax advice
  • 105 Tax Law Categories for 20,000+ customer service representative across 256 call centers and 54 service
  • Results:
    • Empowered subject matter experts
    • Greater flexibility
    • Improved agility
  • Solution
department of immigration
Department of Immigration
  • Immigration Advice System
  • Solution
  • Powerful self-service advice system for visa and passport eligibility
  • A business-user driven solution allows for to capture, deploy and maintain
  • Results:
    • Faster visa processing
    • Massive increase in self service
    • Call volume has reduced dramatically
    • Reduced risk of variation in staff skills
massachusetts rmv
Massachusetts RMV
  • License Advice System
  • Self-service license and identification system
  • To ensure reduction in - turn-aways (One and Done) , transaction time and increase focus on fraud detection
  • Results:
    • Reduction in customer lines
    • Significant increase in self-service
    • Greatly improving customer satisfaction
  • Solution
new taipei city
New Taipei City
  • Welfare Advice System
  • Self-service welfare advice system
  • Citizens enable to determine welfare eligibility
  • 142 benefits, in 9 categories
  • Results
    • Offer higher quality of service
    • Citizens in New Taipei city will easy be able to determine which social benefits they are eligible
    • Increased citizen satisfaction.
  • Solution
department for work and pensions
Department for Work and Pensions
  • Social ServicesSystem
  • Responsible for welfare and pension policy
  • Key player in tackling child poverty in the UK
  • Currently serving over 20 million customers
  • Overview
department for work and pensions1
Department for Work and Pensions

Every Day

  • 2.8 million benefit payments
  • 20,000 new benefit claims
  • 15,000 new job vacancies
  • 830,000 job searches via the internet
  • 65,000 interviews helping people prepare for work
  • 2,700 applications for State Pension
  • 1,100 claims to Pension Credit
  • 6,000 people move into work
  • 3,300 new or renewal claims for Disability Living Allowance
department for work and pensions2
Department for Work and Pensions

The Vision

The Department for Work and Pensions has an ambitious agenda of reform which aims to create a new welfare system for the 21st century;

to transform the opportunity for people without jobs to find work and support themselves and their families;

and to ensure that the most vulnerable in society are protected.

DWP will focus on the Government’s values of freedom, fairness and responsibility and put welfare spending on a sustainable footing.

department for work and pensions3
Department for Work and Pensions

Achieving the Vision

  • Structural Reform Priorities
  • Reform the welfare and pension system
  • Help tackle the causes of poverty
  • Achieve disability equality
  • Improve our service to the public
department for work and pensions4
Department for Work and Pensions

How Oracle Policy Automation will help

Customer completes claim (or change) information online, benefit is paid into bank account automatically if eligible

Customer

Journey

Process Steps

summary
Summary

Benefits of Policy Automation

  • Consistency
    • Ensuring consistent policy-based decision making throughout the organization
  • Compliance
    • Enabling transparency through auditability
  • Agility
    • Driving an agile response to policy changes and analysis
stay connected
Stay Connected…

https://twitter.com/OracleOPA

http://www.facebook.com/pages/Oracle-Policy-Automation/365522920199101

http://www.linkedin.com/groups/Oracle-Policy-Automation-3431282/about

http://www.youtube.com/user/OraclePAVideos