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Efficiency delivered in citizen services

CRM in Government

Daniel.Burian@oracle.comCRM Presales Manager Central EuropeEE&CIS CRM Team

Over 300 Public Sector Customers using Siebel CRM

10/31/2011

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© 2011 Oracle Corporation – Proprietary and Confidential

Oracle

ISV PartnersOracle’s National & Local Gov’t Footprint

Customer & Distribution Channels Overlay Infrastructure for Shared Services

Analytics & Business Intelligence

Service Provider Management

Master Data Management Case Management

Payments & Collections eCommerce Engine

Constituent Channels

Self-Service Portals Constituent Outreach Contact Center Field Service Government Offices

Administration & Enterprise Management

Human Resources and Workforce Management

Projects, Program Management & GRC

iLearning & Classroom Training

Financials / Cash Mgmt

Records Management

Procurement, Contract, and Supply Chain Management

Facilities Management & Field Services Automotive

Helpdesk

Infrastructure

Mobility Hubs / Data Warehousing Integration Framework / SOA

Identity & Security Services Networking Database & Security Ext. Operating System

Virtual Machine Server Storage Systems & Data Center Mgmt

Development Tools

HR IT

Government Segments

Healthcare* & Social Services*

Justice & Public Safety*

Tax/Collections & Revenue Management*

Environment Protection & Resource Management

Foreign Relations

Public Education*Defense* & Intelligence

Public Infrastructure

Public Administration

Economic Development

* Separate Industry Footprints Provided

Oracle’s Social Services SolutionSimplify Eligibility, Increase Efficiency, Improve Effectiveness

Intake

Provider

Management

Screening

Eligibility

Determination

Assessment &

Service Planning

Enterprise Case

Management

Disbursement &

Financial Mgmt

Monitor

Outcomes

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The Case Management Lifecycle

Something

Happens

Incident

Crime

Application

- Benefit

- Service

- Residency

Gather

Information

Make

Decisions

Gain

Approvals

Case

Closure

Incident Details

Suspect Description

Leads

Evidence

Applicant Details

Claim Details

Application Details

Route Tasks

Assign team

Plan follow up

actions

Assess Eligibility

And Entitlement

Decide Award of

Service or benefit

Plans routed to

Management

For Review and

Approval

Review & approve

or reject award

Next stage in

Justice chain- Arrest Suspect

- Prosecution

Make Payment

Deliver Service

Create Document

Provide a single repository of information built

around the individual and accessible regardless of

internal organization

Transform data into actionable information by

providing the right information to the right person at

the right time

Extend understanding throughout the enterprise

thus enabling all functional areas to make informed,

decisions based on accurate data

Meeting the Challenge with CRMApplying CRM to Public Sector

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Oracle delivers Service Delivery Platform

Fulfillment Case

Management

Benefit

PaymentsOutreach

IntelligenceCitizen Info,

Knowledge BaseSecure

Access

Self-Service

Agent Assisted

Analyze ResolveClose &

ReportEscalate

Identify

& VerifyRoute

DeliveryOptions

Plan

Self-

Service

Email

Phone

In Person

Channels Users

Agents

Analysts

Citizens

Proactive ServiceRapid

Resolution

Partners

Workflow & Task Automation

Case Management AnalyticsContinuously Improve Processes to Speed Resolution

Evaluate incoming case load and plan support resources based on goals

• Perform outcome modeling to

discover relationships between

services delivered, population

and case resolution

Conduct process reviews

• Compare performance across

the organization and against

targets

Identify bottlenecks and analyze “root-cause”

• Address process problems

and make adjustments as you

learn from interactions

Partners Agent ExecutivesManagers

…

- Operational Efficiency

- Workloads and Backlogs

- Performance Scorecard

- Work Center

- Targeting and Delivery

Case Management Dashboards

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New York City 311 – citizen servicesSiebel CRM and Oracle Business Intelligence EE

http://www.nyc.gov/html/ops/cpr/html/cpr_home/cpr_home.shtml

Case Analytics - Sample Metrics

Sample Metrics of Case Analytics

Sample Metrics of Case Investigation

Benefits / Incidents• Avg Incident Duration

• Target Incident Duration

• Incident Load

• # of Orders

Lead / Incidents• Incident Load per Worker

• Lead Open / Close Rate

• # of Currently Active Leads / Incidents

• Lead / Incident Duration

• Payments

• Average Payments

• # of Customers

Examples of Pre-built Dashboards

Organizational Efficiency

• Case

• Lead

• Incident

• Activities

• SRs

Targeting and Delivery

• Delivery Overview

• Populations Served

• Customer

Demographics

• Case Outcomes

Performance Scorecard

• My Cases

• My Activities and SRs

• My Incident and Leads

• My Team Cases

• My Team Activities / SRs

Workloads and Backlogs

• Loads

• Priority

• Overdue

• Queue

Sample Metrics of Benefits Management

CaseCase

• Loads

• Durations

• Counts

• Open and Close Rates

Case Stage

• Durations

• Duration Index

Work CenterCase / Incidents

• # of Cases / # of Incidents

• # of Case/Incidents untouched for 15

days

Activity / SRs

• # of Activities / SRs

• # of Overdue Activities

• # of Critical Activities / SRs

Activity / SRActivities

• # of Cases with Activities

• Days Activity Open

• Activity Creation Rate

SRS

• # of SRs with Activities

• % of SR with Overdue Activities

• Avg # of Activities per SR

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Incident AnalysisInfluencing Elements

• Manage relationship with two

groups

• Unemployed

• Employers

• One point of entry to the

Social Welfare system

• Streamlined intake process

for the unemployed

• Focus on finding a job before

delivering benefits

BACKGROUND

• Phone, Mail and Internet

CRM channel strategy,

• Claims handled by phone

and web

• Integrates with matching

engine to rapidly find job

vacancies

• Single integrated system

presented to the end user

• Managed by Oracle Siebel

Case Management

• 15 year old legacy system

replaced

• Over 100 paper forms now

handled by the system

• Electronic interface to

partner Social Security

agencies

TRANSFORMATION OUTCOME

Centre for Work and IncomeCentrum voor Werk en Inkomen (Netherlands)

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Ovanet a.s. – service organization of Ostrava

• Support for 1500 IT users of Ostrava City (300k population)

• Controled and driven communication with IT suppliers (warranties, escalations)

• 30 users of Siebel HelpDesk

• > 1000 service requests per months

• AVAYA, NICE, HR system integration

• Processes:• Employee hire

• IT resources allocation

• Purchasing and evidence of assets

• Employee leave

• Benefits:• Clear SLA and reporting

• All assets are logged (SW, HW)

• Process automation

• Effectivity and satisfaction of users

• Further services expansion planned

Ovanet a.s. - Siebel HelpDesk

Telefon

Web

Email

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Dynamic Legislation and Regulation is

Driving the Need to Automate Policies

Freedom of information is increasing the

pressure from customers and citizens to

prove compliance with policies and

standards

Budgetary

pressures force

efficiencies

Costly IT projects and resource-

intensive call centers are expected to

innovate, and deliver more with less

Accountability

requires

transparency

Security, geopolitical and financial

events drive frequent legislative changes

and high expectations of enforcement

Making accurate and consistent

decisions is difficult when finely

targeted policies are needed to deliver

the best outcomes

Policy

complexity is

growing

Legislative

changes are

accelerating

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Oracle Policy AutomationWrite Rules Once, Use Many Times

• Write rules in familiar Word and Excel documents in local language

• The same rules can be used across channels

• Eliminate the need for IT help

Web Screening Case Management

Oracle Policy AutomationOut of the Box Interactive Interviews

• Create questions from

source document without

programming

• Ask the least number of

questions

• Finalize determination in

logical order

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Policy

Isomorphism

Determination Reporting

Temporal Reasoning

Dynamic Interactive Interviews

Policy Visualization

Business User Regression

Testing

Multi-Lingual Capability

Oracle Policy Automation7 Unique Product Differentiators

Key Enabler: Policy Isomorphism (Patented)

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The Source Legislation or

Policy

Executable Document in Natural Language that Business users can

understand and modifyCopy, Paste, Markup

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Original policy… …modeled in Word

…modeled in Excel

Key Enabler: Policy Isomorphism (Patented)

Key Enabler: Policy Visualization

Quickly find dependencies across sections, and claimant data

Clearly identify base data needed for decision making purposes

Find orphaned sections of legislation, and identify unused data items

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Key Enabler: Determination Reporting

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Positive and Negative

statementsautomatically

created to explain determination

Can be used to build the content

for a letter of advice or audit

Natural language engine provides personalization

and pronoun substitution

Key enabler: Temporal Reasoning (Patent Pending)

• Efficiently handle changes in:

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

• Rates, e.g. quarterly increase of a benefit rate

• Customer circumstances, e.g. number of children, marital status

• Benefits of the Oracle Policy Modeling approach to temporal reasoning:

• Accurate calculation of payments even when notification is retrospective

• Expressing time-based logic is simple and concise

• Optimal performance, without forgoing transparency or decision audits

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Annual

rate

increase

Annual

rate

increase

Annual

rate

increase

Claimant is

married

New childPay riseNew

child

New

eligibility

rules come

into effect

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Key enabler: Temporal Reasoning (Patent Pending)

Out-of-the box dynamic interviews

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Asks least

number of

questions in

most logical

order to finalize a

determination

Questions automatically created from

source document without need

for any programming

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Oracle Policy AutomationDynamic generation of online forms

Case study: Pensylvaniahttps://www.humanservices.state.pa.us/Compass.Web/CMHOM.aspx

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Solution Expected Benefits

Interactive systems designed to reflect complex legislative and associated

policies

Path of life approach in the whole application process (including

electronic archive)

Automated judgement of claims ,

Standardized and 360˚ view of cases

Electronic data exchange with other functions and organisations(including harmonisation of

processes with EU member states)

Integrated Siebel CRM Public Sector +OPA front-end solution, with

Database, WebLogic, SOA, BI and UPK

Integrated central registry of individual and institutional claimants

Introduce on-line and proactive customer services for the whole lifecycle of all kinds of benefits

Consistency across governments channels to standardize elibility processes and improve visibility on allocation and financial management of funds.

Preparation for the EU2012 directives for electronic communication across governments and services

Hungarian TreasuryFamily and Normative Benefits Management

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Hungarian TreasurySolution Architecture

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Oracle has a lot of experience in delivering complete, integrated solutions for Public sector across all the domains

Oracle solutions can scale from level of city, county to country level

Provides a social services specific, natural language based rules engine for managing policy compliance

Is the market leader in the Public Sector, and Public Sector is Oracle’s largest customer base

The Oracle Difference in Public Sector