Oracle Social Services-Service Delivery Transformation

Social Services: Service Delivery Transformation
2010 Oracle Corporation Proprietary and Confidential
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 decision. The
development, release, and timing of any features
or functionality described for Oracles products
remains at the sole discretion of Oracle.
Oracle Corporation
Scale
$24.2B in TTM revenue for Oracle

#1 in 50 product or industry categories
370,000 customers in 145 countries
30,000 partners
$40B on 60+ acquisitions, since 2005
106,000 employees
10 million developers in Oracle online communities
Innovation and Investment
29,000 developers and engineers

15,500 customer support specialists, speaking 27 languages
20,000 implementation consultants
1 million students supported
870 independent Oracle user groups with 355,000 members
Revenue represents March 1, 2009 February 28, 2010
Agenda
Leadership in Social Services

Innovation in Government Solutions
Results Achieved by Oracle Customers
The Challenges Were Hearing

!
Information Silos:
How can we get a complete view of the familys needs and services?
The U.S. Open Government Directive, published in December 2009, required all federal agencies to
produce an Open Government Plan describing how they will address transparency, participation and
collaboration in their activities.
Gartner, Source-Roundup of Government Research, 1Q10, May 2010
! Program Complexity:
How can we assure compliance w/ complex, changing laws & regulations?

IDC Government Insights predicts that business rules will become a core construct of most software
applications, and that government organizations would do well to investigate such applications.
IDC Govt Insights, Oracle Unveils Govt Business Rules Capability from Haley Acquisition,
2009
! Inefficient Legacy Systems:
How can we reduce the cost and complexity of our information systems?
Inefficiencies result, overall costs increase and value is reduced when human services agencies purchase
and maintain multiple information systems that contain much of the same functionality.
American Public Human Services Association: A New Model for Human Care Mgmt, 2009
Analyst Quotes
With its Siebel 8.2 release, Oracle maintains a commanding lead in the
government CRM market. Its offering is a key solution in its portfolio and,
complemented by its Apps Unlimited strategy, is a clear market leader. It
scores near the top in each technology criterion, in particular around
analytics, multi-channel offering and workflow management capabilities.
Datamonitor, Decision Matrix Selecting a CRM Vendor in Government (Competitor Focus),
March 2009
All in all, the Oracle iGovernment construct is impressive and on target. It

logically presents a how to get there roadmap for achieving many
common government goals in a way that shows that Oracle not only
understands what it will take, but lays out its applications, solutions and
services in a way that demonstrates their contributing IT value to getting
there.
IDC Government Insights, Oracle Puts an i in Government at OpenWorld, Document #
GI214981, November 2008
The increasing pressure to redesign service delivery around citizens

needs, instead of repetitive bureaucratic processes, and rising IT costs to
support custom-built technology due to aging mainframe infrastructure,
retirement of skilled professionals, and suboptimal silos architectures have
driven many government agencies to consider COTS.
Gartner, Hype Cycle for Government Transformation, 2009, Government Domain Specific
COTS, July 2009
Agenda

Oracle Social Services Solutions

A Complete Platform for Integrated Program Delivery
Improve Program Delivery

and Client Outcomes
Streamline Automation of
Benefit Legislation
Reduce Risk and
Administrative Cost while
Increasing Responsiveness
to Change
Improve Program Delivery and Client Outcomes
Requirement
Oracle Capability
The Oracle Difference
Deliver a single view of the

client across programs
and organizations
Master Data
Management, CRM,
Case Management
Architected for enterprise

level visibility with case
level management
CRM, Oracle Policy

Automation,
Case Management
Industry-leading
multi-channel
support capabilities
Case Analytics,
Business
Intelligence
Pre-packaged social services

KPIs with drill-down directly
to case management system
Extend single view to

providers and clients with
self-service and provider
case management
Proactively monitor
service delivery, analyze
costs, detect fraud and
assess results
Example: Master Data Mgmt - Single Client View

Provides Comprehensive View of Beneficiary Information across
Departments, Agencies, and Programs
Siebel
EBS
Income Assist
Child Welfare
PSFT
Trusted
Master
Data
Custom Apps
Child Support
Trusted Client Information

Consolidate and maintain a unique, complete and accurate master information across the
enterprise for beneficiary, case workers, related agency employees, and administration data
Data Quality
Consolidated UI to define data quality rules, task, thresholds, and admin for 3 rd party components
Merge duplicates
Valid postal addresses
IMSERSO Accelerates Introduction of

Law for Care of the Elderly and Disabled
OVERVIEW
A public organization within the Spanish Ministry for
Education, Social Policy, and Sports
Industry: Public Sector
Employees: 2,250 . Revenue: US$ 4.9B
CHALLENGES / OPPORTUNITIES
Introduce a robust solution that will allow the quick
application of the Law for Dependent People and

obtain immediate results
Implement an open IT system to allow easy integration
with bodies such as municipal and regional governments
Manage processes including: preliminary information,
evaluation of dependence levels, recognition of rights,
configuration of services, grants calculation, follow-up, etc.
Provide a multi-channel platform for the provision
of information to the public: in person, via the internet
or via the call center
SOLUTIONS
Siebel Public Sector CRM
Remote Client
Analytics
Customer Order Management
CUSTOMER PERSPECTIVE
Oracles Siebel applications provided a
robust and reliable solution enabling us to
quickly introduce a new law to care for the
elderly and disabled, as well as manage
public requests.
Javier Ballesteros
Director of Information Technology
RESULTS
Enabled the creation of a single profile
for each dependent person and allowed

dynamic management of the catalog of
services and their costs
Allowed 2,000 mobile evaluation agents

Oracle MDM
Oracle Database
to manage more than 380,000 cases in

one year
Enabled regional governments to

integrate with the new system


and Client Outcomes
Benefit Legislation
Reduce Risk and
to Change
Streamline Automation of Benefit Legislation

Requirement
Empower business
users to develop and
manage rules directly
from legislative and
policy documents
Automate & document
entitlement calculations
including eligibility
decisions, change in client
circumstances & retroactive
payment adjustments
Test the impact of proposed
legislation, regulations,
and policy changes by
allowing what-if analysis
of proposed amendments
Oracle Capability
Oracle Policy
Automation
Oracle Policy
Automation & Web
Determinations,
Master Data Mgmt
Oracle Policy
Automation
Rules maintained by
policy experts rather
than IT personnel
Automatically create a webbased screening and eligibility

interview and accurately
calculate payment, including
retrospective changes
Ability to maintain
multiple effective-dated
rules sets and test
against the client base
Example: Oracle Policy Automation

Three Key Areas of Capability
Transform legislation and policy

documents into executable and
maintainable business rules
Deliver guided interview
experiences using modeled

natural language policies, for
self-service and call center
Achieve complete consistency across
delivery channels using standard web

services architecture and pre-packaged
integrations
Unemployment and Related Benefits Agency

OVERVIEW
Government agency delivering a range of
Commonwealth services to the Australian

community
Set up so people can get the help they need
in one place, responsible to countrys
Department of Human Services
Customer details manually entered from paper
form into the mainframe system
Not user-friendly, with a high level of staff
training particularly in mainframe coding
Repeat visits for the customer with duplication
of data collection and process restarts
SOLUTIONS
Uses Oracle Policy Modeling to capture over
6,000 of their own business policies
Streamlined customer interviews enable
screening and initial data capture for clients
using offices and call centers
BUSINESS RESULTS
Reduced training time for new staff
no memorization needed of policy detail
or of mainframe codes
Significant savings in customer
processing times and associated costs
Reduction in repeat contacts from a
customer needed an answer to a
specific question
STRATEGIC IMPACT
Decision guidance for complex areas
of service delivery
Easier job & business process redesign
Ability to rapidly extend the system to
other payment types
Consistent service delivery across
a greater range of channels


and Client Outcomes
Benefit Legislation
Reduce Risk and
to Change
Reduce Risk and Administrative Cost while

Increasing Responsiveness to Change
Requirement
Migrate to a modern, secure
enterprise application and
technology architecture
Transition to a
componentized,
Commercial off the Shelf
(COTS) software solution
Implement open, sustainable
integration of payment
processing, contract mgmt &
service provider mgmt systems
Oracle Capability
Oracle SOA Governance,

Sun Enterprise Servers &
Storage, Oracle ID Mgmt
Oracle Financial Mgmt,

HCM, Procurement,
Contract & Project Mgmt
Oracle Master Data

Management, Oracle
Application Integration
Architecture
Market leading
hardware, database and
middleware technology
Leverage modular
components to migrate
at your own pace
Only vendor providing

pre-built workflows and
sustainable integrations
Example: Comprehensive Workforce Lifecycle Mgmt

Nurture the Government Employee Relationship
Administer
Streamline Operations with Automation and Self Service

Maintain Cycle of Workforce Improvement
Centralize Reporting and Analysis Across Organizations
Develop
& Retain
Plan, Recruit ,
& Hire
Align recruiting
Track
Plan, budget, and
Deliver access
with the needs of

the organization
forecast headcount
Track applicants
from recruit to hire

and share info
enterprise-wide
employee
competencies
to blended
learning
content and
community
Manage career
development
Review
& Reward
Exit /
Retire
Automate review
Provide
Integrate total
Maintain
processes
Communicate
performance
metrics real-time
compensation
with employee
development
self-service
access to
retirement
benefits
ex-employee
data for archive /
compliance
British Columbia Uses Shared Services for Best

Use of Tax Dollars
COMPANY OVERVIEW
British Columbia Ministry of Labor and Citizens'
Services hosts the government's shared IT
services environment for financial and HR
applications
Employees: 31,000
Centralize multiple financial and HR systems to
consolidate reporting and increase accuracy of

data
More easily manage CAD$25 billion in payments
and 11 million transactions, annually
Better meet needs of all broader public sector
government customers and clients, each with
unique business processes
SOLUTIONS
Oracle Internet Expenses
Oracle Application
Server Portal
Oracle iProcurement
PeopleSoft Enterprise HCM Oracle Database
Oracle Discoverer
PeopleSoft Enterprise
Payroll for North America
Oracle Warehouse
Builder
Oracle Financials
The goal of our partnership with Oracle
is to drive value for the system, with the
potential to deploy a common set of
applications across the entire public
sector in British Columbia.
Eulala Mills-Diment, Executive Director
for Provincial HRMS Partnership Branch
of Ministry of Labor and Citizen's Services
RESULTS
Consolidates 40 legacy systems
Saves 40 to 50% in distributing
checks to 31,000 employees
Standardizes financial systems
24-hour access and reimbursement
within 2 days
Reduces purchasing-to-payment
cycles, errors, and effort
Oracle Social Services Solutions Summary
Improve Program
Delivery and Client
Outcomes
Streamline
Automation of
Benefit Legislation
Reduce Risk and
Administrative Cost
while Increasing
Responsiveness to
Change
Transform program effectiveness with closed loop case mgmt

Support one or more programs
Provide a comprehensive view of services and benefits
that are provided to clients and their families
Ensure consistent rules are applied to each application

in compliance with program policies and procedures
Provide a complete audit trail with an automated rules

engine and workflow
Evaluate overall program performance

Automate internal and external reporting to stakeholders
Analyze and escalate key performance indicators through
multiple delivery channels
Oracles Social Services Footprint

Constituent Channels
Self-Service Portal
Constituent Outreach
Contact Center
Government Offices
Field Service
Social Services Segments

Public Pensions
Unemployment
Insurance
Workers
Compensation
Housing Assistance
Child Support
Welfare Assistance
Child Welfare
Public Healthcare
Administration
Jobs Programs
Economic
Development
Fraud Detection
Social Services Operations

Eligibility
Determination
Screening & Intake
Referrals & Appeals
Change of
Circumstance
Service Provider
Management
Management
Case Management
Benefits Dispersal
Compliance Reporting Cross Vertical Process

& Info Sharing
Administration & Enterprise Management

IT Services
(Help Desk, Etc.)
Financial
Management
HR & Workforce
Management
Payroll
iLearning &
Classroom Training
Procurement &
Contract Management
Facilities Mgmt &

Field Service Auto.
Records Management
Performance
Management & GRC
Program / Project
Management
Infrastructure
Mobility
Hubs / Master Data Mgmt
Integration Framework / SOA Development Tools
Identity & Security Services
Networking
Database
Operating System
Virtual Machine
Server
Storage
Systems & Data Center Mgmt
The Only Complete Social Services Solution
Platform
Results
People
Partners
Process
Oracle Uniquely Delivers a Competitive Advantage by

Leveraging People, Process, and Partners
People: Oracles Ecosystem Creates Advantage

65,000 applications
customers
285,000 database
customers
90,000 middleware
customers
29,000 developers
and engineers
15,500 customer
support specialists
370,000
Customers
Benefiting
from Shared
Innovation
20,000 implementation
consultants
950 customers
participating in
advisory boards
500 Industry & Product
strategy council members
30,000 partners
870 user groups

10 million developers in
Oracle online communities
1,300 participants
in early customer
adoption programs
Process: Top to Bottom Support for Social Services
Support
& Training
Consulting
Leading Enterprise Software Vendor

#1 in CRM, HCM, EPM, Middleware, and more
Most scalable, reliable, secure infrastructure
Most complete range of on-demand and
on-premise deployment options
Applications
Middleware
Database
Operating
System & VM
Built-In Government Capabilities

Constituent service via multi-channel contact center and
case management
Financial management, human capital management
Government sourcing, procurement contracts
Largest Software Assistance Team

64,500 development, support, and services professionals
145 countries
Servers
& Storage
Partners: Offering Broad Coverage for Your Industry

Global System Integrators
Independent Software Vendors
AAL
AAU
Acao
Actividentity
AMX International
ARCOT
Authenex
Autodesk
BackWeb
Technologies
Bio-Key
Century
Consultants
ClickCommerce
Compusearch
CrimsonLogic
Crown Agents
Daon
Digital China
E Team
Entrust
EnvironMax
ESRI
Exor
f5
FORUM
Geodan
Giesecke
& Devrient
Havelsan
identityengines
IFS Defence
ILOG
ImageWare
Systems
Indecs
Information
Design
Innersoft
Intergraph
Jotafi
LENEL
Manatron
Maximus
Motorola
NCS
novaCITYNETS
PANTA
passlogix
PortWise
Prophecy
(basis 2)
RSA Security
RSTN
Savi Technology
Sierra Atlantic
Stark Tech
StrongM
SysCon
Tecnologia
de Gestiony
Comunicacion
tyco
Unimix
Unitech
Vitech Systems
VOTEC
xwave
Agenda

Social Services Customer Results

Department for Work and Pensions (United Kingdom) provides citizens
with on-line access to services and information
Center for Work and Income (Netherlands) improves job matching by 60%
Ministry of Labor and Social Affairs (Spain) implements Oracles Siebel

applications in just 6 months, enabling IMSERSO to manage processes
established in the Law for Dependent People
Dutch Child Protection Council (Netherland) centralizes all data to

improve child protection
National Council for Evaluation of Social Policy (Mexico) allows various

programs to reduce their annual federal budget request by 6 to 10% by
improving analysis and evaluation of 118 programs

Only Oracle
Offers the worlds leading multi-channel contact center

Provides the only government case management integrated with ERP
and Policy Automation
Delivers an innovative COTS solution from the public sector market

leader
Provides all key components services, storage, database,

middleware and applications all based on open standards
APPENDIX
Oracles Social Services Solution

Simplify Eligibility, Increase Efficiency, Improve Effectiveness
Screening
Monitor
Outcomes
Intake
Assessment &
Service Planning
Disbursement &
Financial
Mgmt
Provider
Management
Eligibility
Determination
Enterprise Case
Management
Siebel 8.2 for Public Sector

Closed-Loop Enterprise Case Management
Manage Partner and
Provider Ecosystem
Ensure Clients Receive

the Right Entitlements
Provider lookup and
Deliver client self-service
Service plan creation
Automatically assess
referral
and entitlement tracking
Enhanced benefit plan
structure and effective

dating
Appeals
eligibility across channels

benefits for changes in
circumstances
Manage changing policy
rules and ensure accurate

lawful determinations
Deliver Supportive and

Protective Family
Services
Child Welfare program

specific configured
processes
Program specific rule starter

pack for screening
Specialized built in
assessment features risk,

safety, environment
Oracle Policy Automation

Write 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

Out-of-the-Box Interactive Interviews
Create questions from

source document
without programming
Ask the least number

of questions
Finalize determination
in logical order

Manage Client Changes
Efficiently handle changes
Policy, e.g. a change in minimum age on a certain date
Rates, e.g. quarterly increase of a benefit rate
Client circumstances, e.g. number of children, marital status
Process across multiple versions of rules and circumstances
TIME
Rate
increase
Applicant
gets a job
Rent
increase
Threshold
adjustment
Pay
raise
Rate
increase
Child
moves
out
Deliver Interactive Guidance Using Modeled Policies

Consistent Web-Based Advice
Web
Expert call center Employee
Self-service
self help
guidance
Oracle Policy Modeling
Oracle Web Determination
Fast, Self Service & Multilingual

Deploy
Web Interview
Screen Display
Data Summary
and Review
Decision
Reporting
Screen-flow
Control
Question
Search
Question Text
Generation
Case Management Analytics

Continuously 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
Partners
Agent
Manager
s
Executives
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
Case Management Dashboards

Operational Efficiency Performance
Scorecard
Workloads and
Work Center
Backlogs
Goals and Outcomes
Componentized Deployment
Deploy What You Need, When You Are Ready
Option 3:
Rules Extraction of
Target Program(s)
Option 1:
Universal Screening/ Web
Service Integration
Option 2:
Wrapping
Legacy with
Siebel
Common
Case Folder
SOA Process Orchestration

Process Automation across Oracle, Third-Party and Legacy Applications
ERP
(Financials &
HCM / HR)
Collaboration
(Mobile / Desktop)
External
Service
Provider
Standard Interfaces
BPEL Process Manager &
Oracle Enterprise Service Bus Cross-application
maps
heterogeneous
applications using an
intuitive, graphical UI
Manage system
performance via web with

a user-friendly console
Reduce connectivity
Business
Process
Case
Management
Quickly integrate
headaches with
pre-packaged, standard
interfaces for applications
and legacy systems
Legacy
Mainframes
New Web
Applications
Built on widely adopted
industry standard language

(BPEL)
Public Sector AIA Foundation Pack

Pre-Built Integration Processes
Best Practice Processes
- Integrated Eligibility
- Child Welfare
- Labor
Process Integration Packs

- AIA Foundation Pack for
Disbursement, Contract
Management
- Accenture led Disbursement
Foundation Pack
- Application agnostic integration
platform tailored for Public Sector
processes
CONEVAL Improves Evaluation and

Monitoring of Social Programs
OVERVIEW
Responsible for measuring, evaluating, and monitoring the
impact of all federal social assistance programs
Industry: Public Sector

Employees: 70
Budget: US$12 million
Implement a single, reliable, and flexible information system to
facilitate exact measurement of poverty levels in the country

Establish a single robust online database with quick and easy
access to achieve visibility throughout the organization
Automate the process of uploading census data and information
from surveys and tabulations to generate exact indexes to
measure poverty and the performance of social programs
Improve the control and efficiency of social programs to avoid
duplicating programs and beneficiaries who receive aid
Make monitoring and evaluation indicators for federal programs
available online and in real time to identify their impact on the
population
SOLUTIONS
Oracle Database Enterprise Edition
Oracle Business Intelligence
Siebel Analytics
With tools like Oracle Database and
Oracle Business Intelligence Enterprise
Edition Plus, weve been able to
precisely measure the countrys poverty
indexes, as well as efficiently evaluate
and monitor the 170 federal social
assistance programs that the Council
oversees.
Marco Arturo Leyva
Director of Information Technology
RESULTS
Allowed various programs to reduce

their annual federal budget requests by
6%-10% by improving analysis and
evaluation of 118 programs
Facilitated analysis and reduced
administrative burden by automating
data upload processes

Oracle Social Services-Service Delivery Transformation

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Social Services: Service Delivery Transformation

2010 Oracle Corporation Proprietary and Confidential

Safe Harbor Statement

The following is intended to outline our general

2010 Oracle Corporation Proprietary and Confidential

$24.2B in TTM revenue for Oracle

Innovation and Investment

29,000 developers and engineers

Revenue represents March 1, 2009 February 28, 2010

2010 Oracle Corporation Proprietary and Confidential

Leadership in Social Services

2010 Oracle Corporation Proprietary and Confidential

The Challenges Were Hearing

How can we assure compliance w/ complex, changing laws & regulations?

! Inefficient Legacy Systems:

2010 Oracle Corporation Proprietary and Confidential

All in all, the Oracle iGovernment construct is impressive and on target. It

The increasing pressure to redesign service delivery around citizens

2010 Oracle Corporation Proprietary and Confidential

Leadership in Social Services

2010 Oracle Corporation Proprietary and Confidential

Oracle Social Services Solutions

Improve Program Delivery

2010 Oracle Corporation Proprietary and Confidential

Improve Program Delivery and Client Outcomes

The Oracle Difference

Deliver a single view of the

Architected for enterprise

CRM, Oracle Policy

Pre-packaged social services

Extend single view to

2010 Oracle Corporation Proprietary and Confidential

Example: Master Data Mgmt - Single Client View

Trusted Client Information

2010 Oracle Corporation Proprietary and Confidential

IMSERSO Accelerates Introduction of

application of the Law for Dependent People and

Enabled the creation of a single profile

for each dependent person and allowed

Allowed 2,000 mobile evaluation agents

2010 Oracle Corporation Proprietary and Confidential

to manage more than 380,000 cases in

Enabled regional governments to

Oracle Social Services Solutions

Improve Program Delivery

2010 Oracle Corporation Proprietary and Confidential

Streamline Automation of Benefit Legislation

2010 Oracle Corporation Proprietary and Confidential

The Oracle Difference

Automatically create a webbased screening and eligibility

Example: Oracle Policy Automation

Transform legislation and policy

Deliver guided interview

experiences using modeled

Achieve complete consistency across

delivery channels using standard web

2010 Oracle Corporation Proprietary and Confidential

Unemployment and Related Benefits Agency

Commonwealth services to the Australian

2010 Oracle Corporation Proprietary and Confidential

Oracle Social Services Solutions

Improve Program Delivery

2010 Oracle Corporation Proprietary and Confidential

Reduce Risk and Administrative Cost while