Oracle Policy Automation in the Public Sector

2. Oracle Policy Automation in the Public Sector Heike Lorenz Global Product Marketing Director ORACLE PRODUCT LOGO

3. 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 decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

4. Program Agenda • Challenges in Policy Agility and Compliance • Meeting the Challenges with Oracle Policy Automation • Customer Success Stories

5. Dynamic Legislation Requires Policy Automation Making accurate and consistent decisions is getting harder Policy complexity Acceleratingchange Governments are changing policies to meet short-term goals Budgetary pressures We are expected to innovate, and deliver more with less Transparency demands Pressure from citizens and media to prove compliance with policies and standards

6. What is needed? Cross-channel consistency

7. Cross-channel consistencyCompliance

8. Cross-channel consistencyComplianceEasy to update

9. Cross-channel consistencyComplianceEasy to updateManage complexity

10. Cross-channel consistencyComplianceEasy to updateManage complexityPersonalized

11. Meeting the Challenges with Oracle Policy Automation

12. What is Oracle Policy Automation? Oracle Policy Automation is an enterprise policy automation platform that enables organizations to capture, manage and deploy complex policies across all channels

13. Collect COLLABORATE Collect information that resides in siloed groups - policy experts, knowledge workers and legacy systems Policy Model Collect Automate Update Analyze

14. Model COLLABORATE Define and model policies using business language; simulate and validate prior to deployment Policy Model Collect Automate Update Analyze

15. Model Original Policy Document 用自然语言对业务规则和法规 进行建模

16. Automate Deploy and enforce policies and controls across all relevant business areas and applications – including self-service, call center and back-end business processes COLLABORATE Policy Model Collect Automate Update Analyze

17. Deploy 跨渠道和流程进行部署 用自然语言对业务规则和法规 进行建模

18. Analyze COLLABORATE Monitor and analyze policy impact in real business situations Policy Model Collect Automate Update Analyze

19. Analyze Decisions in Real Time Decision reporting for auditability

20. Analyze Policy ChangesBusiness Optimization and Insight Enabled by Policy Models • Get new legislation right first time • Model impact of policy changes • Easily share analysis and results • High volume policy processing • Use existing data sources • Leverage typical BI tools • Understand which policies are being used in practice • Ensure all policies are tested before deployment

21. Update COLLABORATE Update policies, based on analysis, new regulations, changing business priorities Policy Model Collect Automate Update Analyze

22. Oracle Policy Automation Components OPA Connectors Oracle Policy Modeling Oracle Policy Automation • Web interviews • SOA integration • Batch processing • APIs • Siebel • CRM OD • SAP • … • Model policies in Word and Excel • Design interviews • Analysis and testing Other Applications and Processes Middleware • CRM, HCM, ERP • Best-of-breed, legacy • On-premise, cloud Database

23. Policy Automation Deployment Options On-Premise and Cloud

24. Typical Outcomes with Oracle Policy Automation • Compared to traditional approaches Contacts per case drop from 3 to 1 Agent training time drops from 60 days to 5 Policy changes in days instead of months Appeals and error rates cut in half

25. Meeting the Challenge Example Applications of Oracle Policy Automation

26. Customer Success Stories

27. Head of Taxation Services Jiangsu Provincial Office of SAT “We have built an advanced tax policy advice system using Oracle Policy Automation. The new intelligent system enables us to offer taxpayers better, more complete and authoritative advice services.” See http://apacmediacentre.oracle.com/content/detail.aspx?ReleaseID=5593&NewsAreaId=2

28. Jiangsu Provincial Office of SAT • Tax Advice System • Self-service tax advice system • Ability to check tax benefits, liabilities and regulations online • 110 topics organised into 7 tax categories • Results • Reduced development time and costs • More accurate information • Easy and rapid change process • Transparency and reduction in appeals • Solution

29. Internal Revenue Service • Tax Advice System • Self-service & call center tax advice system • Consistent tax advice • 105 Tax Law Categories for 20,000+ customer service representative across 256 call centers and 54 service • Results: • Empowered subject matter experts • Greater flexibility • Improved agility • Solution

30. Department of Immigration • Immigration Advice System • Solution • Powerful self-service advice system for visa and passport eligibility • A business-user driven solution allows for to capture, deploy and maintain • Results: • Faster visa processing • Massive increase in self service • Call volume has reduced dramatically • Reduced risk of variation in staff skills

31. Massachusetts RMV • License Advice System • Self-service license and identification system • To ensure reduction in - turn-aways (One and Done) , transaction time and increase focus on fraud detection • Results: • Reduction in customer lines • Significant increase in self-service • Greatly improving customer satisfaction • Solution

32. New Taipei City • Welfare Advice System • Self-service welfare advice system • Citizens enable to determine welfare eligibility • 142 benefits, in 9 categories • Results • Offer higher quality of service • Citizens in New Taipei city will easy be able to determine which social benefits they are eligible • Increased citizen satisfaction. • Solution

33. Department for Work and Pensions • Social ServicesSystem • Responsible for welfare and pension policy • Key player in tackling child poverty in the UK • Currently serving over 20 million customers • Overview

34. Department for Work and Pensions Every Day • 2.8 million benefit payments • 20,000 new benefit claims • 15,000 new job vacancies • 830,000 job searches via the internet • 65,000 interviews helping people prepare for work • 2,700 applications for State Pension • 1,100 claims to Pension Credit • 6,000 people move into work • 3,300 new or renewal claims for Disability Living Allowance

35. Department for Work and Pensions The Vision The Department for Work and Pensions has an ambitious agenda of reform which aims to create a new welfare system for the 21st century; to transform the opportunity for people without jobs to find work and support themselves and their families; and to ensure that the most vulnerable in society are protected. DWP will focus on the Government’s values of freedom, fairness and responsibility and put welfare spending on a sustainable footing.

36. Department for Work and Pensions Achieving the Vision • Structural Reform Priorities • Reform the welfare and pension system • Help tackle the causes of poverty • Achieve disability equality • Improve our service to the public

37. Department for Work and Pensions How Oracle Policy Automation will help Customer completes claim (or change) information online, benefit is paid into bank account automatically if eligible Customer Journey Process Steps

38. Summary Benefits of Policy Automation • Consistency • Ensuring consistent policy-based decision making throughout the organization • Compliance • Enabling transparency through auditability • Agility • Driving an agile response to policy changes and analysis

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40. For More Information

41. To Learn more About Policy Automation at Openworld

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