CRM for Immigration & Border Control

CRM for Immigration & Border Control Name, Title

Agenda • Industry Challenges Oracle is Addressing • How Oracle Delivers Solutions • The Oracle Difference

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 ControlMany organisations • Immigration • Customs • Foreign Affairs • Ministry of Home Affairs • Police • Justice • Defense • Communities • Countries

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 1 2 3 4

Increasing global demand for changeOracle inspired by customer demand

Oracle Solutions for Immigrations • Expedite processing and identify risk • Identify bottlenecks and improve performance • Achieve a single complete applicant profile 8

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 Application Intake Eligibility Risk Assessment Decision Enforcement

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 • 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 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

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 14

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

Source legislation or policy Copy, paste and markup Executable document in natural language Natural Language for Business Users Rapidly implement and update policy rules

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 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 18 18

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

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 21

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

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

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 • Visualization Tools • Non-Obvious Relationships with drill down investigation • Trends, patterns, clusters, hot spots • Predictive analysis • Biometric solutions • Geographic information systems

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 27

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 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

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)

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 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 34

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 35

CRM for Immigration & Border Control