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Enterprising Applications for the  Child Welfare Enterprise Enterprise Foundation Software (EFS) Overview Making Every Min...
Session Objectives <ul><li>Recognize Enterprise Foundation Software (EFS) currently available to Child Welfare </li></ul><...
Session Outline <ul><li>What is Enterprise Foundation Software? </li></ul><ul><li>History of EFS </li></ul><ul><li>Busines...
What is Enterprise Foundation Software? Enterprise:  A “business” organization Foundation:  The basis on which a thing sta...
The EFS Heritage Enterprise Application Integration (EAI) ENTERPRISE FOUNDATION SOFTWARE Enterprise Resource Planning (ERP...
EFS Definitions <ul><li>Enterprise Resource Planning  (ERP)  </li></ul><ul><ul><li>Integration of information technology w...
EFS Definitions (cont.) <ul><li>Customer Relationship Management (CRM)   </li></ul><ul><ul><li>A set methodologies, strate...
The EFS Profile <ul><li>Used across the entire organization to integrate internal processes and service delivery functiona...
The EFS Profile (cont.) <ul><li>Supports interfaces with legacy systems to retrieve and update information </li></ul><ul><...
History of EFS <ul><li>1960s to late 1970s </li></ul><ul><li>Applications were simple in design and functionality  </li></...
History of EFS (cont.) <ul><li>1990s </li></ul><ul><li>ERP applications became much more prevalent  </li></ul><ul><li>Orga...
Today’s EFS Technology <ul><li>EFS applications combine ERP, CRM, and EAI processes, functionality, and methodologies into...
Some EFS Players in  Health & Human Services (HHS)
State EFS Utilization <ul><li>Typically, EFS applications have been used to address enterprise functions such as human res...
Business Case for EFS Utilization <ul><li>The potential benefits: </li></ul><ul><li>Single-entry point for data with less ...
Business Case Considerations <ul><li>Technology flexibility, longevity, and extensibility (e.g., the ability to use techno...
Public Sector Lessons Learned <ul><li>Pick the EFS that best suits the way your organization is structured </li></ul><ul><...
Public Sector Lessons Learned (cont.) <ul><li>Pick an EFS that supports emerging internet standards (e.g., Simple Object A...
Other Considerations <ul><li>Before making a decision on EFS: </li></ul><ul><li>Explore implications of best-of-breed appl...
Future Trend: IT Spending Refocused  <ul><li>“Worldwide software spending should stage a modest recovery this year, after ...
The Need for Enterprise Integration <ul><li>EFS has been accomplished using a variety of best-of-breed business solutions ...
Future Trends for EFS  <ul><li>Focus on eGovernment and web-enabled applications </li></ul><ul><li>Increased connectivity/...
Target Users for EFS <ul><li>All Industries </li></ul><ul><li>Public Sector/Government </li></ul><ul><li>Aerospace and Def...
Pros and Cons for EFS   <ul><li>Pros </li></ul><ul><li>Integrated systems </li></ul><ul><li>Better access to customer info...
Typical Costs for EFS Applications   <ul><li>Cost depends on Agency specific scope requirements and the current business a...
A Look at EFS Applications   <ul><li>Cúram Software’s   - Cúram </li></ul><ul><li>SAP - MySAP Public Sector </li></ul><ul>...
Cúram Background   <ul><li>Cúram Software’s  flagship product </li></ul><ul><li>A framework for use in building large-scal...
The Cúram Framework   Intake/Referral Participant Management Case Management Financial Management Administration Registrat...
Cúram Technology   Cúram  V2 Open Architecture: Browser-based Interface and  n-Tier   Architecture <ul><li>J2EE implementa...
mySAP Public Sector Background   <ul><li>SAP’s public sector offering </li></ul><ul><li>Manufacturing heritage, based on t...
mySAP Capabilities   Facilities and equipment maintenance , Property administration  Tax & Revenue Management Resource Man...
mySAP Capabilities   Some areas of interest for Child Welfare are highlighted Citizen and Business Service Delivery e-Gove...
mySAP Technology   <ul><li>Database support:  Oracle, Microsoft SQL Server, DB2, Informix </li></ul><ul><li>Mainframe and ...
mySAP Technology (cont.) <ul><li>Security: Access control lists, app server security, Kerberos, third-party PKI, Entrust, ...
Siebel e-Government Background  <ul><li>Siebel’s applications suite geared toward public sector </li></ul><ul><li>CRM Heri...
Siebel Capabilities   Align outreach campaigns with constituent audiences; plan and execute personalized campaigns with th...
Siebel Technology   <ul><li>Zero-install Web browser interface </li></ul><ul><li>Industry-standard transports including XM...
EFS Summary   <ul><li>EFS applications offer an integrated package based on components of ERP, CRM, and EAI </li></ul><ul>...
Other EFS Related Definitions <ul><li>Sales Force Automation (SFA)  makes use of enterprise technologies, such as web acce...
EFS References <ul><li>GCN:  http://www.gcn.com/vol20_no16/guide/4481-2.html </li></ul><ul><li>IT Toolbox:  http://www.itt...
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    1. 1. Enterprising Applications for the Child Welfare Enterprise Enterprise Foundation Software (EFS) Overview Making Every Minute Count…
    2. 2. Session Objectives <ul><li>Recognize Enterprise Foundation Software (EFS) currently available to Child Welfare </li></ul><ul><li>Understand the implications of EFS for the Child Welfare enterprise </li></ul>At the end of this session, you will have the knowledge to:
    3. 3. Session Outline <ul><li>What is Enterprise Foundation Software? </li></ul><ul><li>History of EFS </li></ul><ul><li>Business Case for Utilization of EFS </li></ul><ul><li>Public Sector Lessoned Learned for EFS </li></ul><ul><li>Future Trends for EFS </li></ul><ul><li>Target Users for EFS </li></ul><ul><li>Pros and Cons for EFS </li></ul><ul><li>Typical Costs for EFS </li></ul><ul><li>Sample EFS Applications </li></ul><ul><li>Summary </li></ul>
    4. 4. What is Enterprise Foundation Software? Enterprise: A “business” organization Foundation: The basis on which a thing stands, is founded, or is supported Software: Computer applications use to perform specified activities + + Computer applications that form the technology basis of an organization =
    5. 5. The EFS Heritage Enterprise Application Integration (EAI) ENTERPRISE FOUNDATION SOFTWARE Enterprise Resource Planning (ERP) (Internal) Customer Relationship Management (CRM) (External) <ul><li>Internal Stakeholders </li></ul><ul><li>Social Workers </li></ul><ul><li>Managers </li></ul><ul><li>Financial Staff… </li></ul><ul><li>External Stakeholders </li></ul><ul><li>Clients </li></ul><ul><li>Providers </li></ul><ul><li>Courts </li></ul><ul><li>Other Program Areas… </li></ul>THE CHILD WELFARE ENTERPRISE
    6. 6. EFS Definitions <ul><li>Enterprise Resource Planning (ERP) </li></ul><ul><ul><li>Integration of information technology with core business processes </li></ul></ul><ul><ul><li>Contains integrated modules (e.g., production, finance, accounting, and sales modules, etc.) to ensure no duplicate data </li></ul></ul><ul><ul><li>Modules could be intake, case management, foster care, etc. in the Child Welfare context </li></ul></ul>
    7. 7. EFS Definitions (cont.) <ul><li>Customer Relationship Management (CRM) </li></ul><ul><ul><li>A set methodologies, strategies, software, and other web-based capabilities that help an enterprise organize and manage customer relationships </li></ul></ul><ul><ul><li>Underlying idea: Have the same information available to everyone in the organization, so that every product or service need of the customer is met </li></ul></ul><ul><ul><li>“Customers” could be clients, providers, courts, other program areas, etc. </li></ul></ul><ul><li>Enterprise Application Integration (EAI) </li></ul><ul><ul><li>Combination of processes, software, standards, and hardware resulting in the seamless integration of two or more enterprise systems allowing them to operate as one </li></ul></ul>
    8. 8. The EFS Profile <ul><li>Used across the entire organization to integrate internal processes and service delivery functionality </li></ul><ul><li>Determines the type of technology interaction with internal and external stakeholders </li></ul><ul><li>Allows an organization to configure or build applications that integrate across service or program areas </li></ul><ul><li>Helps create a single point of entry for client, product, or service related information </li></ul>
    9. 9. The EFS Profile (cont.) <ul><li>Supports interfaces with legacy systems to retrieve and update information </li></ul><ul><li>Helps provide a uniform view of information to users across the enterprise </li></ul><ul><li>Provides consistent and accurate information across the enterprise </li></ul>
    10. 10. History of EFS <ul><li>1960s to late 1970s </li></ul><ul><li>Applications were simple in design and functionality </li></ul><ul><li>Applications were developed to end repetitive tasks </li></ul><ul><li>Replication of manual procedures on the computer </li></ul><ul><li>Applications contained no true integration of data </li></ul><ul><li>1980s </li></ul><ul><li>Organizations begin to understand the value and necessity of application integration </li></ul><ul><li>IT staff attempt to redesign applications to make them appear to be integrated </li></ul><ul><li>Organizations perform operational transactions on informational data processing systems </li></ul>
    11. 11. History of EFS (cont.) <ul><li>1990s </li></ul><ul><li>ERP applications became much more prevalent </li></ul><ul><li>Organizations needed to leverage existing applications and data within the ERP system; this could only be done by using EAI </li></ul><ul><li>Late 1990s </li></ul><ul><li>CRM applications boom in the wake of the Internet frenzy </li></ul><ul><li>Late 1990s (cont.) </li></ul><ul><li>Organizations want to realize the value of their customers and improve service delivery to maintain customer loyalty </li></ul><ul><li>EAI provided the basic infrastructure that gave a CRM system more accurate and consistent data </li></ul>
    12. 12. Today’s EFS Technology <ul><li>EFS applications combine ERP, CRM, and EAI processes, functionality, and methodologies into an integrated internal process </li></ul><ul><li>and service delivery solution </li></ul>Enterprise Application Integration (EAI) ENTERPRISE FOUNDATION SOFTWARE Enterprise Resource Planning (ERP) (Internal) Customer Relationship Management (CRM) (External)
    13. 13. Some EFS Players in Health & Human Services (HHS)
    14. 14. State EFS Utilization <ul><li>Typically, EFS applications have been used to address enterprise functions such as human resources, purchasing, and accounting, etc. </li></ul><ul><li>EFS vendors like Cúram Software , SAP, and Siebel have created software solutions geared toward Public Sector case management functionality </li></ul><ul><li>There are no reported implementations of SAP or Siebel in the Child Welfare context </li></ul><ul><li>Cúram software has been considered or is in beginning stages of development in States like Louisiana, New Mexico, Oregon, Utah, and Arizona </li></ul>
    15. 15. Business Case for EFS Utilization <ul><li>The potential benefits: </li></ul><ul><li>Single-entry point for data with less data redundancy and re-entry </li></ul><ul><li>Integrated program areas (i.e., across HHS) </li></ul><ul><li>Increased sharing and distribution of information </li></ul><ul><li>Improved reporting due to better data integration </li></ul><ul><li>Improved client information capture and consistency </li></ul><ul><li>Up-to-date technology, increased functionality, and integration options with external stakeholders </li></ul>
    16. 16. Business Case Considerations <ul><li>Technology flexibility, longevity, and extensibility (e.g., the ability to use technology with new standards and devices) </li></ul><ul><li>Long-term and short-term costs of maintenance of current systems versus a new implementation </li></ul><ul><ul><li>What are the maintenance costs of the current system versus a new system? </li></ul></ul><ul><ul><li>Will technical and business support for aging technology be difficult and/or costly? </li></ul></ul><ul><ul><li>How much user transition time and new training will be required for the new system? </li></ul></ul>
    17. 17. Public Sector Lessons Learned <ul><li>Pick the EFS that best suits the way your organization is structured </li></ul><ul><ul><li>Change the software versus change your organization </li></ul></ul><ul><li>Look beyond the EFS “feature set” and make sure that there is a flexible and extendible architecture </li></ul><ul><li>An easily extended and adapted infrastructure is the most important feature that any EFS system can offer </li></ul>Source: “Big Software…big decision, Kevin Jonah, GCN.com – June 25, 2001”
    18. 18. Public Sector Lessons Learned (cont.) <ul><li>Pick an EFS that supports emerging internet standards (e.g., Simple Object Access Protocol (SOAP), eXtensible Markup Language (XML)) </li></ul><ul><li>Clarify whether the system is web-enabled versus web-based </li></ul><ul><li>Be aware that consulting services and other unexpected expenses will occur if you need any extensive work to adapt the packaged software </li></ul>
    19. 19. Other Considerations <ul><li>Before making a decision on EFS: </li></ul><ul><li>Explore implications of best-of-breed applications versus single vendor applications </li></ul><ul><li>Make a list of software with which you need to integrate and the specific functions, business process, and data that need to be tied together </li></ul><ul><li>Carefully determine how much work is involved to integrate those packages and get a clear understanding of the vendor's timetable for supporting the integration of any functions that are problematic </li></ul>
    20. 20. Future Trend: IT Spending Refocused <ul><li>“Worldwide software spending should stage a modest recovery this year, after several years of decline. Companies will focus on projects that better integrate existing systems and promise a quick return on investment.” </li></ul><ul><li>CNET NEWS.com 3/17/2003 </li></ul>
    21. 21. The Need for Enterprise Integration <ul><li>EFS has been accomplished using a variety of best-of-breed business solutions </li></ul><ul><li>Many States have a variety of enterprise and legacy systems that need integration </li></ul><ul><li>Multiple State systems have required Child Welfare staff to enter data in multiple applications </li></ul><ul><li>Consider the use of middleware applications and Web Services to better integrate current systems </li></ul><ul><li>Better integration can be more cost-effective and receive better user support than the implementation of new systems </li></ul>
    22. 22. Future Trends for EFS <ul><li>Focus on eGovernment and web-enabled applications </li></ul><ul><li>Increased connectivity/integration with other applications </li></ul><ul><li>Support for XML, open source, and the development of applications as Web Services </li></ul><ul><li>Browser-based interfaces </li></ul><ul><li>Incorporation of business intelligence tools </li></ul><ul><li>Implications of enterprise architecture initiatives (i.e., how well do applications link to business processes, other enterprise and legacy applications, databases, Web Services and workflows?) </li></ul>
    23. 23. Target Users for EFS <ul><li>All Industries </li></ul><ul><li>Public Sector/Government </li></ul><ul><li>Aerospace and Defense </li></ul><ul><li>Health Care </li></ul><ul><li>Energy </li></ul><ul><li>Financial Institutions </li></ul><ul><li>Consumer Sector </li></ul><ul><li>High Tech </li></ul><ul><li>Homeland Security </li></ul>
    24. 24. Pros and Cons for EFS <ul><li>Pros </li></ul><ul><li>Integrated systems </li></ul><ul><li>Better access to customer information </li></ul><ul><li>Internal processes modeled in a single system </li></ul><ul><li>Information sharing across program areas </li></ul><ul><li>Integrated service delivery </li></ul><ul><li>Minimization of data entry and data redundancy </li></ul><ul><li>Cons </li></ul><ul><li>Long-term versus short-term costs (e.g., design, development, implementation costs </li></ul><ul><li>Implementation risks </li></ul><ul><li>User acceptance commitment, adoption, and consistent usage </li></ul><ul><li>Possible changes in processes </li></ul>
    25. 25. Typical Costs for EFS Applications <ul><li>Cost depends on Agency specific scope requirements and the current business and technical infrastructure </li></ul><ul><ul><li>Relatively small-scale products: $35,000 for a core module suite or $120,000 for an enterprise system </li></ul></ul><ul><ul><li>Large-scale products: Tens of millions of dollars </li></ul></ul><ul><li>Implementing EFS incrementally throughout the organization can help spread the cost </li></ul><ul><li>Experimenting with smaller implementations and piloting EFS applications can help justify the costs </li></ul><ul><li>Consider partnering with other HHS program areas </li></ul>
    26. 26. A Look at EFS Applications <ul><li>Cúram Software’s - Cúram </li></ul><ul><li>SAP - MySAP Public Sector </li></ul><ul><li>Siebel - Siebel eGovernment </li></ul>
    27. 27. Cúram Background <ul><li>Cúram Software’s flagship product </li></ul><ul><li>A framework for use in building large-scale Social Security/Human Services solutions </li></ul><ul><li>Coding and configuration options, requires training and expertise </li></ul>Source: Cúram Software website: http://www.itdesign.com/CURAM/curam_home.html
    28. 28. The Cúram Framework Intake/Referral Participant Management Case Management Financial Management Administration Registration and Maintenance, Search , Relationship Management, Correspondence, Employment Profiles, Financials, Notes, Tasks, Contracts Screening, Claim Intake, Referral, Client Registration, Preliminary Eligibility Registration, Search, Evidence Management, Eligibility Determination, Payment Calculation, Certification, Notes, Correspondence, Events, Attachments Payments & Overpayments, Receivables Processing, Financials Interface, Account Transfers, Write-Offs, Reversals, Suspense, Account, Search, Automated Billing, Reconciliation, Calendars Users, Workgroups and Departments, Security, Product Rules, Product Approvals, Schedules, Bank Accounts, Correspondence Templates, Code Tables, Batch Processes CRM Service Delivery focus, support for Needs and Outcomes, Client and Case Managers, Self-service options, Cradle-to-Grave Liabilities, Automated Billing, Insurance Return Processing, Interest & penalties, Insurance Return Maintenance, Allocation, Consolidation, Reconciliation Contribution Management
    29. 29. Cúram Technology Cúram V2 Open Architecture: Browser-based Interface and n-Tier Architecture <ul><li>J2EE implementation </li></ul><ul><li>Full HTML client, Section 508 compliant </li></ul><ul><li>Support for open standards </li></ul><ul><li>Cúram Connectors </li></ul><ul><li>Web Services </li></ul><ul><li>Additional middleware support </li></ul>
    30. 30. mySAP Public Sector Background <ul><li>SAP’s public sector offering </li></ul><ul><li>Manufacturing heritage, based on the R/3 standard system, supplemented for public-sector applications; </li></ul><ul><li>Extends SAP applications to Internet and allows integration of both SAP and non-SAP products; can be customized </li></ul><ul><li>Configurable application, requires training and expertise </li></ul><ul><li>General public sector case management functionality </li></ul>Source: mySap Public Sector - http://www.sap.com/solutions/industry/publicsector/
    31. 31. mySAP Capabilities Facilities and equipment maintenance , Property administration Tax & Revenue Management Resource Management e-Government Finance & Administration Knowledge Management Marketplaces and portals, CRM and online services, online payment system E-procurement Single constituent's account , Integrated mass data processing E-learning , Knowledge library and development Integrated funds and position management ,Grants management , Human resources Electronic Records Management
    32. 32. mySAP Capabilities Some areas of interest for Child Welfare are highlighted Citizen and Business Service Delivery e-Government Portals Constituent Relationship Management Case & Records Management Social Services
    33. 33. mySAP Technology <ul><li>Database support: Oracle, Microsoft SQL Server, DB2, Informix </li></ul><ul><li>Mainframe and legacy integration: Business APIs; any application that can transfer data via an ASCII or EBCDIC delimited file, object linking and embedding or Distributed Component Object Model (DCOM), XML, external C calls or TCP/IP will be able to share information with the system </li></ul><ul><li>Interfaces: Web browser client, SOAP, XML-RPC, Java, CORBA via third-party software, ActiveX/DCOM </li></ul>
    34. 34. mySAP Technology (cont.) <ul><li>Security: Access control lists, app server security, Kerberos, third-party PKI, Entrust, Secude </li></ul><ul><li>Web Security: SSL, S-HTTP </li></ul><ul><li>Platforms: NT, OS/390, OS/400, HP-UX, Digital UNIX, Solaris, AIX, Sinix, ReliantUnix, Linux </li></ul>
    35. 35. Siebel e-Government Background <ul><li>Siebel’s applications suite geared toward public sector </li></ul><ul><li>CRM Heritage with a focus on sales force automation </li></ul><ul><li>Focus on maximizing costs savings with e-government </li></ul><ul><li>Configurable application, requires training and expertise </li></ul><ul><li>General public sector case management functionality </li></ul>Source: Siebel eGoverment - http://www.siebel.com/products/industries/public_sector/product_descr.shtm
    36. 36. Siebel Capabilities Align outreach campaigns with constituent audiences; plan and execute personalized campaigns with the right message at the right time and measure, monitor, and refine campaign performance Service Field Service Call Center .GOV Applications eService eChannel Call management, service automation, workflow and business process optimization, and real-time legacy integration capabilities Track service requests, route inquiries, leverage prior solutions, and provide resolutions. Route constituent inquiries to the most appropriate agent based on the agent's training, expertise, and availability, automated workflow and escalations to route, monitor, and resolve each inquiry Internet-based outreach campaigns, develop customized service, and facilitate unassisted service over the Internet. Dynamic rules-based personalization engine to display targeted content based on constituent profiles Field agents view, manage, update constituent casework remotely, respond to requests for services and information, access important information on programs, policies, and regulations from any location, and access comprehensive information about case records Customer access to review service issues and resolution status; resolve problems using full-text search, online instructions, and troubleshooting via the internet; Notify constituents of important events via email, acknowledge the receipt of a service request, and automatically inform the constituent of the resolution Automate the entire partner/agency relationship, letting service partners browse program and budget information, view and manage cases, and place online requests for services or information Outreach
    37. 37. Siebel Technology <ul><li>Zero-install Web browser interface </li></ul><ul><li>Industry-standard transports including XML over HTTP, IBM MQ Series, and MS MQ </li></ul><ul><li>Pre-built and pre-tested connectors and adapters for SAP R/3, Oracle, Microsoft BizTalk, webMethods, SeeBeyond, Vitria, and TIBCO </li></ul><ul><li>XML as the underlying data integration format and XML generation and transformation wizards </li></ul><ul><li>Programmatic interfaces such as COM, CORBA, and Java libraries </li></ul><ul><li>Web Services integration targeted for future release </li></ul>
    38. 38. EFS Summary <ul><li>EFS applications offer an integrated package based on components of ERP, CRM, and EAI </li></ul><ul><li>Child Welfare can use EFS applications to increase application integration, service delivery, and model internal processes </li></ul><ul><li>An enterprise- wide (i.e., HHS) approach will help realize the true benefits of EFS applications </li></ul><ul><li>Consider full costs and benefits to help determine whether an EFS is the right solution for your State </li></ul><ul><li>Benefit from the EFS lessons learned from other States and Agencies </li></ul>
    39. 39. Other EFS Related Definitions <ul><li>Sales Force Automation (SFA) makes use of enterprise technologies, such as web access to data, to increase productivity, reduce costs, improve customer service levels, and allows members of a “sales force” (i.e., social workers) to access up-to-date information about clients </li></ul><ul><li>Business Intelligence (BI) is an approach to managing data that s eeks objective, measurable, and quantitative facts about the organization; uses organized methods, models, and technologies to analyze the facts; and helps staff make better decisions and create better action plans </li></ul>
    40. 40. EFS References <ul><li>GCN: http://www.gcn.com/vol20_no16/guide/4481-2.html </li></ul><ul><li>IT Toolbox: http://www.ittoolbox.com/ </li></ul><ul><li>ZDNet IT Papers: http://itpapers.zdnet.com/ </li></ul><ul><li>Cúram Software : http://www.curamsoftware.com </li></ul><ul><li>SAP: http://www.sap.com/solutions/industry/publicsector/ </li></ul><ul><li>Siebel: http://www.siebel.com/products/industries/public_sector/product_descr.shtm </li></ul>
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