Post on 28-May-2020
“The Cloud” – It’s not Just About
Technology: It’s How It Enhances the
Experiences and Outcomes!
Sponsored by Oracle
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Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
“The Cloud” Its Not Just About Technology.
Oracle Presentation in partnership with• Primitive Logic• Helix Business Solutions• MindShare
49th Annual APHSA-ISM Conference September 21, 2016
Oracle Confidential – Internal/Restricted/Highly Restricted
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Engage
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WEB, MOBILE, SOCIAL
Provide support for all citizen channels, both traditional and emerging, optimized for assisted, self-service and on-site services
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PERSONALIZATION
Drive individual, dynamic citizen interactions with personalized advice and intelligent guidance to capture requests and provide decisions within the process
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COMMUNITIES
Encourage citizen to citizen and citizen to government interactions to address community concerns and leverage citizen ideas
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GUIDANCE
Drive effective self-service with rich, pervasive, self-learning knowledge with natural language search
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Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
EMPOWER
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SOCIAL INSIGHTS & OUTREACH
Understand social trends and sentiment, and reach interest groups and stakeholders with timely information
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SERVICE MANAGEMENT
Rich employee interaction with knowledge, workflow, routing, intelligent interviews & contextual workspace
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UNIFIED DESKTOP
Seamless channel support in a Unified Agent Desktop incorporating CTI, chat, co-browse, email, and more
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ANALYTICS
Deliver role-specific, timely, contextual operational and performance insights supporting action and decisions
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MOBILE SERVICE
Optimize mobile service assignments, routes, tablet and smart phone-based data collection and tasks
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Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Transform
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INTEGRATE
SOAP, REST API integration, SSO through SAML, Import/Export and more
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CONFIGURE
Pre-packaged self-service widgets, PHP & HTML, tailor automation & work-spaces, extend data model
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SECURE & PERFORM
Mission-critical security, scalability, redundancy and compliance via embassy-grade data centers
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CONTROL
Your cloud, your way: schedule upgrades, monitor instance & utilization, flexible licensing tailored to your business
EXTEND
Supplement your capabilities with additional cloud-based platform capabilities
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99© 2016 Primitive Logic, Inc. Private and Confidential.
Senior DirectorSolutions and Services
Customer & Digital Experience
20 Years of Digital Services and Consulting
Experience
Disney
Sony
Warner Brothers
Universal
Safeway Inc.“I find ways for my clients to more effectively
use technology to reach, engage, and retain
their customers”
1010© 2016 Primitive Logic, Inc. Private and Confidential.
Foster/Mentor and Adoptive ParentVentura County, California
Licensed Foster Parent for 7 years
President, Ventura County Foster Parent
Association
Member, California State Foster Parent
Association
Member, QPI/RFA Advisory Committee
Fostered over 80 children mainly medically
fragile and drug-exposed infants
Adopted four children from foster care“I help others be successful caring for displaced
children from my experiences and knowledge”
150+
Employees in
Six Locations
200+
Fortune 500
Clients Served
#17
Top 100 Woman
Owned Business
32+
Years in
business
11© 2016 Primitive Logic, Inc. Private and Confidential.
12© 2016 Primitive Logic, Inc. Private and Confidential.
EXPERIENCE + BUSINESS + TECHNOLOGYFull life-cycle business consulting and technology,
and digital interactive services.
14© 2016 Primitive Logic, Inc. Private and Confidential.
Social Listening and
Audience Segmentation
Digital Engagement
Strategy
Digital Campaign Strategy,
Implementation,
and Monitoring
Targeted Microsites
Foster Parent
SME Knowledge
Integrated
Self-Service Portal
Placement
Management Tool
Foster Parent
Online Support
1616© 2016 Primitive Logic, Inc. Private and Confidential.
Legacy approach to recruitment has
traditionally and continually failed to meet
organizational needs across the country –
there has never been enough foster parents
to meet the demand of children in out of
home care.
Legislative and political initiatives are driving
agencies at all levels to remove children from
congregate care and into family foster home
settings – congregate care only when
medically necessary with a defined exit
plan.
1717© 2016 Primitive Logic, Inc. Private and Confidential.
QPI and Family First are nationally driving the
need to quickly place children with relatives
whenever possible and those relatives must
be equally trained, vetted, and qualified.
Our community members expect and have
been trained to engage digitally and expect
instant engagement by private and
commercial companies for years
1818© 2016 Primitive Logic, Inc. Private and Confidential.
LISTEN & ENGAGE
Identifying the target audience
RECRUIT
Drawing attention
QUALIFY
Helping through the process
FOSTER
Supporting and retaining
(RE ) Engage
FOSTER
QUALIFY
RECRUIT
LISTEN &
ENGAGE
Copyright © 2016 Helix and/or its affiliates. All rights reserved. | Helix Confidential – Internal/Restricted/Highly Restricted
September 21, 2016
Public Sector: Innovation and Disruption
Copyright © 2016 Helix and/or its affiliates. All rights reserved. | Helix Confidential – Internal/Restricted/Highly Restricted
Introductions: The Helix Story• We started as customers. Our founders implemented
Oracle Service Cloud and Field Service as CIO’s, Managers, and Operators prior to launching Helix.
• We have also assembled the deepest, most experienced Oracle CX team. Period. Many with over 15 years experience.
• Leveraging over 700 successful Service Cloud implementations, Helix’s team of Xperts are ready to create world-class customer / citizen experiences leveraging OSvC, OFS, and OPA.
• At the core of Helix is our passion for “Doing what is right for the customer. child” This drives every aspect of our business.
Lowell KnightonVP Business Developmentlowellknighton@helixmail.com
30+ years in customer service / contact centers
Copyright © 2016 Helix and/or its affiliates. All rights reserved. | Helix Confidential – Internal/Restricted/Highly Restricted
The Questions…
If we can schedule a cable TV install or service call to within 2 hours and re-route install and service trucks on the fly, why can we not do this for a child?
If I can call on a Internet outage and have it tracked prioritized and serviced, why can I not do this for a child?
We can - “Its not that hard anymore”We have a vision. We have a plan. We have technology
Disruptive Innovation - Not reinvention
Copyright © 2016 Helix and/or its affiliates. All rights reserved. | Helix Confidential – Internal/Restricted/Highly Restricted
The Technology - Oracle and Helix
Legacy Data
Helix PCX
Copyright © 2016 Helix and/or its affiliates. All rights reserved. | Helix Confidential – Internal/Restricted/Highly Restricted
A Day In The Life ….. Case Worker / Inspector
• Can see optimized work list and driving route on any mobile device.
• Can view all the history and upcoming tasks for each child or location.
• Supervisor can route the most effective person immediately - needs based on skills and proximity - on the fly.
– The missed appointments can be automatically rescheduled or redistributed.
• All paper work (notes, inspection forms, signatures, pictures, etc.) are all electronically managed and synced.
• Reporting, accountability, risk management …
Copyright © 2016 Helix and/or its affiliates. All rights reserved. | Helix Confidential – Internal/Restricted/Highly Restricted
A Day In The Life ….. Public
• Long term care facility:
– A fast and easy way to access information. QR code
– Can see all location information on a facility.
– Quick access to update or submit a concern.• Be able to be updated via email or text on the progress of the concern.
– Full facility transparency
• Foster care application
– Easy access to all data and forms - integrated eligibility systems and data.
– Comprehensive policy decision engine to guide them on what forms or steps next.
– In depth knowledgebase of resources and information
– Progress updates and monitoring
– Schedule management for meetings and inspections via the web
Copyright © 2016 Helix and/or its affiliates. All rights reserved. | Helix Confidential – Internal/Restricted/Highly Restricted
PCX Process Walk Through
• Phone
• Web / Chat
• QR / SMS
• System driven
• Face to Face
Integrated
Channels Case worker / Inspector
• Optimized Work Schedule
• Turn x Turn
• Pre-check Consistency
• Inspection
• Status & Results
• Inspection Work OrderMobile Forms with
Offline Capability
• Application & Preferences
• Permits & Fees
• Schedule or Reschedule
• Violations
• Issue Certificate
• Annual Renewal
• Notifications
Owner: Self-service
IManage My Stuff
• Channel Preference
• Identified or Anonymous
• Updates / Feedback
• Learn More
Citizen: Concerns
Self-Modern and Easy
• Queue & Assignment
• Action & Escalations
• Scheduling
• Notification
• History
Back Office: Triage Concerns
Knowledge at the
Point of Interaction
Legacy Data
Volenteer / Owner:
Inspection Results
• Pre-notification
• Results Notification
• Remediation
• Extend & Track
• Request Re-inspection
Modern Citizen
Experience
Analytics
• Dashboards
• Reporting
• Key MetricsDrill Down, Export,
Ad Hoc, Push, more…
Helix PCX
Copyright © 2016 Helix and/or its affiliates. All rights reserved. | Helix Confidential – Internal/Restricted/Highly Restricted
Helix: Innovate & Disruptive - “Its not that hard anymore”
Bring Commercial Success to the Public Sector
The Modern Integrated Cloud (up to a 2X Increase)Lower Cost (Oracle cloud and our solutions)Nimbleness - 4-6 month deploymentsSpeed to benefit - modularity configuration
Our Approach is Different…Why not?End-to-end Solutions, not feature & functionResults Oriented…ROI, Safety, Improved ServiceHappy Agencies & CitizensThe Best Stack in the World…Harnessed
The power of a Platform combined with the feel of custom Verticals
ENHANCE VISIBILITY IN REAL-TIME
IMPROVE PERFORMANCE WITH FORWARD LOOKING PROJECTIONS
IMPROVE OUTCOMES THROUGH OPERATIONAL PREDICTIVE ANALYTICS
MAXIMIZE RESOURCE UTILIZATION AND PROTECT CURRENT INVESTMENTS
DECISION MAKING
OBJECTIVES REMAIN UNCHANGED
SUPPLEMENTARY TOOLS TO SUPPORT IMPROVED DECISION MAKING• Technology
• Data Science
Data Of InterestSACWIS
Primary Source of Record
Ancillary Data warehouse
• Case Worker Activity
• Provider Utilization
• Risk Indicators
• QA Reviews
• Prediction for Each Child
Mindshare ADXLAnalytical Data Markup
SACWIS DataEducation DataMedicaid DataProvider Data
1. Executive Level Dashboards2. Case Worker Dashboards3. Provider Utilization Tracking4. Applied Predictive Analytics5. Automated Alerting6. Mobile App-Case Managers
Daily View Scorecards
HTTPS 256-bit SSL encryption
Other data sources
Man
aged Service
PCPC
Tablet
Mobile
Maximize the Accountability Chain
• Enhances Decision Making• Consume + Analyze + Report +
Predict • Leaves existing Systems intact• Utilizes SSAE16 / SOC1, SOC2
Certified Data Center
The Mindshare Data Science Process
1. Mindshare uses Oracle Business Intelligence Tools
2. Monitor today’s results against benchmarks (agency level and child level)
3. Project 6 months ahead into the future
4. Improve Line of Sight1. Child Level• Provider Level• Case Manager
Level• Agency Level
Predictive Models in Operation
CURRENT OPERATIONALIZED MODELS1. Fatality or Near Fatality Episode
2. Recurrence of maltreatment
3. Re-entry after reunification
4. Delayed Permanency
MODELS IN DEVELOPMENT• Case Manager Turnover
• Student Retention
• Human Trafficking
Measure of effectiveness of the predictive model.
(The greater the area between the curve and the baseline, the better the model)
Area above red line: Model Performance
The needle in the haystack is this 12% failure rate:
Developing an Effective Predictive Model for Re-entry Mitigation