Tom De Rosa Solution Specialist Public Sector Oracle Corporation

2. Tom De RosaSolution Specialist Public Sector Oracle Corporation

3. Public Sector CRM Solutions in the Information AgeCommercial Off The Shelf E-Government Solutions

4. Public Sector Solutions Constituent Service Public Security Social Services Tax and Revenue • Constituent expectations for immediate access to services and info • Required cross-dept coordination • Pressure to Automate Processes • Complex Legacy systems • Deliver more services with greater automation • Improve and accelerate collections • Public Utility deregulation Drivers • Improve Operational efficiencies • Constituent centric views • Decline in Budget • Program Centric views • Conflicting constituent data across departments • Managing Billing and Collection Processes Challenges Case Management For… Incident Tracking Public Works Correspondence Citizen Access Applications Case Management For… Public Security Courts & Justice Compliance Investigations Homeland Security Appeals Claims Mgt. Case Management For… Social Services Child Protection Child Support Housing Assistance Income Support Taxpayer Services Billing Collections Regulatory Fees Permits Compliance Bankruptcy Litigation Examples

5. Consistent, Reliable Information“Single Source of Truth” • 360º View of Clients, Cases • Current Issue Criticality • Contact Information • Interaction / Issue History • Community / Relationships Oracle E-Business Suite Interaction Channels • Consistent Information • Regardless of Agency / Individual • Regardless of Timing • Regardless of Type / Topic Citizens

6. Access Anywhere, Anyway, Anytime Multiple, Integrated Channels Interaction Channels • Web-based self-service integrated with other channels (telephone, email, Voice/IP) • Collaborative tools (Chat, co-browse) to enable real-time guided support • Convenience of moving to “assisted mode” at anytime • Single, intelligent routing to blend channels Real - Time Agent Assisted Internet In-Person • Client Info • Service Info • Transaction Info • Knowledge Base Phone Online Chat Delayed Email Message Board Un-Assisted / Self-Service

7. Client Information ManagementSolving the Problem of Information Silos • Centralized, Configurable Master Client Identity • Broad, Embedded Data Quality Tools • Bi-Directional, “Right Time” Integration Data QualityImprovement Legacy, Custom ServiceOrientedArchitecture CentralClient Data Store Content Providers 360o Client View Middleware * Vendor Packages “Among the horizontal vendors, Oracle leads Customer Data Integration in bringing the complete solution together: -- Erin Kinikin, Forrester Research Analyst, February 6, 2004 *Oracle Fusion Middleware or other third party middleware

9. Intake and Screening Validation Eligibility Entitlement Identification of Client Needs Desired Outcome Services to be Provided Personal Information Case Information Assessments Investigative Information / Evidence Case Creation and Information Capture

13. Video / Images / Voice Case x.342 Category - Criminal Owner - J. Smith Scheduled - 4/29/02 Status - Active Approvals - Y Case Archive x.505 x.234 x.1999 Other Files Related Cases Text / Scanned Scalable Information ManagementAssociate Any Information to Any Case • Attach Multiple File Types to a Case • Cross Reference / Associate Cases & Other Research • Group Similar Cases Into Categories / Groups

18. Oracle Business Rules Engine • Flexible rules based eligibility engine • Easily adapted to changing legislation and rules governing eligibility • Doesn’t require programming to modify rules

19. Initial assessment Risk Factors Track changes in circumstance Skills assessments Medical evaluations Financial situation Etc. Assessments

21. GIS Integration Patient Counts, Totals, and Rates for each Hospital Syndrome Selection Color-coding based on thresholds Date Range Selection

22. DepartmentEmployee “Public” VirtualPrivateDatabase “Classified” AgencyEmployee “Secret” “Top Secret” Contractor Secure Data Storage Protect Confidential Information • Secure, Role-Based Access • Store all data in central location • Redundant backup • Integrate advanced security features (Label Security, VPD) • Technology proven against 14 official security standards

23. Business Rule Assignee Assignee Case Monitoring • Business Rules are defined to automate the monitoring process • When an exception is found, a Workflow process is initiated. Proactive Escalation Reactive Escalation EscalatedResource ManuallyEscalate Email Reminder

24. Workflow Process Diagram

25. Integrated Financials Budgeting Case Costing Accounts Receivable Payment schedule Billing Collections Accounts Payable Payment initiation and approval Disbursements Projects Supply Chain / Service Delivery Approved Service Providers Referrals Procurement of goods and services for client Disbursement Costing Contract negotiation Related Business ProcessesOracle E-Business Suite

26. Management Reporting PerformanceScorecards Cost to Budget Ad-Hoc Reporting OperationalReporting Case Intelligence and Analytics BusinessAnalysts Executives Managers Planning & Modeling Forecasting& Modeling Goal Setting Analysis Budgeting Transaction Processing Users Financials, Supply Chain, Projects, PLM, Sales & Marketing, HR, Service

27. Case Studies Constituent Service Public Security Health and Human Services Other Case Management Solutions

28. Ville de Laval, Québec ”The goal is to eliminate duplication of the work being done by the city’s various departments, to shift the current workloads around and to be able to provide citizens with a time frame for getting jobs done.” Paul Martel, IT Director, City of Laval • Oracle Solution: • Oracle E-Business Suite CRM applications (Oracle TeleService, Interaction Center) • Oracle Financials • Oracle Procurement • Oracle HRMS • 3-1-1 Call Centre • 350,000 Citizens • 360° view of citizens • Residents will see better quality of service and less time spent between a valid request and an action from the municipality

29. DHS – Transportation Security Administration Provided a multi-channel Case Management System • Provided a Case Management System that was multi-organization enabled • Enabled the automation of many manual processed • Eliminated many paper intensive processes • Helps provide proactive assignment and management of tasks • Automates the generation of appropriate government forms • Provides a secure, virtual community workspace Oracle Solution E-Business Suite 11i Oracle TeleService UWQ and Workflow Oracle Consulting • Facilitates reporting and analytics for the tracking andmeasurement of key performance indicators

30. Case Study: Bolton County, UKIdentification, Referral and TrackingMulti-Agency Framework • Designed to support inter-agency working • For local and central agencies • Brings to life data sharing protocols in a secure way • Reduces the risks caused by lack of data sharing • Built-in flexibility for future evolution at incremental cost • Meets requirements of major national initiatives

31. Case Case Case Service Delivery Agency…1 Service Delivery Agency…2 Service Delivery Agency…n Case Management HubBolton Multi-Agency Framework Regulating Agency Client Hub Case Hub XML Oracle Fusion Middleware BPEL Service Oriented Architecture XML XML

32. Canadian Medical Protective Agency “The CRM application will enable us to offer improved service to our members and provide the CMPA with important data and reports to better track workflow and monitor trends and patterns in our business environment.” Dr. John Gray, CEO • Improved accessibility by connecting 50 offices to single member database • Fully automated business process with configurable workflow, case management, and solution advisor • Improved call agent effectiveness with tiered support, auto escalations, attachments, and member self service Peoplesoft Enterprise Solution CRM Support CRM Interaction Management Financials Procurement Human Capital Management • Insight into trends with real-time multi-dimensional analytics.

33. Summary • Commercial Off The Shelf software solutions • are highly configurable, extensible and based on open-industry standards. • can be assembled and integrated to address program-specific requirements. • are in use today by numerous agencies with differing missions.