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Involvement of Business Users throughout
the Knowledge lifecycle
XML Holland 2010, Amsterdam
Ronald Heller – Product Archi...
Agenda
• What is Be Informed?
• The three main challenges
• Task Oriented Editors
• The knowledge lifecycle
• Real life pr...
What is Be Informed?
What is Be Informed ?
• a platform for primary processes:
• governments, insurance, pension funds and other administrative...
Citizen Centric Government Framework
Standard Internet Infrastructure
Application Server Content Management RDBMS ESB Sear...
Examples of large knowledge infrastructures
Inform Advise Request
• Navigation
• Index
• Search
• e-Forms
 Ask only relev...
Examples of large knowledge infrastructures
Inform Advise Request
• Navigation
• Index
• Search
• e-Forms
 Ask only relev...
• An infrastructure for managing and running business processes:
• manage knowledge (laws, regulations) separate from appl...
The three main challenges
DataProcessKnowFunctionApplication
Business
What do we do different ?
Separate
Standardize
GovernIT
Aimed at getting to gr...
Model – Run - Improve
!
Ownership &
Initiative
!
Approval &
Acceptance
!
Analyse &
improve
Process, Function, Knowledge and data Services en events
Decision services
• KaaS: Knowledge as a Service offers:
• Standard services
(validation services)
• But also services wit...
Some screenshots of the application
Task oriented Editors
Business User
Friendly Representation
Business User
Friendly Representation
Business User
Friendly Representation
Business User
Friendly Representation
Business User
Friendly Representation
But we need even more…
Task oriented editors help a lot but we need more
• Business users tend to be technology averse, wh...
Some titles of the same kind of solution:
• Documentation by Self Documenting Models
• Knowledge catalogus
• “Toverstaf”
•...
Demonstrating the “Toverstaf @ IND”
Separating 'the know and the flow'
SIEBELORACLE ESB
SOAP SOAP
Common
message
model
The Know The Flow
This is the foundatio...
Toepassingseisen (1 - Bedrijfsproces)
0. Verkennen / oriënteren
1. Toeleiden
2. Kom ik in aanmerking voor…
3. Aanvraagform...
Toepassingseisen (2 – Kennisservices)
1
Kennisbank
7
(intelligent) formulier (op
maat)
3
Kwalificatielijst
9
Bepaal Fabric...
Toepassingseisen (3 – Gebruikersgroepen)
Gebruikersgroepen
Vreemdeling /
referent
Convenanthouder
Behandelaar
Senior behan...
Dutch Immigrations: Knowledge architecture and primary process in sync
EnforceHand Out
Decide
Information
gathering
Assess...
Dynamic proces
application
DBP
Some numbers
• Project has been running over 2 years now
• Fulltime 10-15 knowledge engineers working on translating law &...
Patterns: Quality Criteria
Patterns: Modelling Guidelines
Patterns: different types
• Metamodel & Business patterns
• Advisory
• Decisionmaking & permits
• Healthcare
• ..
• Patter...
Business users?
• Patterns are great for knowledge
engineers but also for:
• Exporting to other formats
• Exporting to oth...
IND: Toverstaf
Toverstaf
• Self documenting models
• Extra Ontsluitingsassen opgenomen
• Test & validate the instruments that are also us...
DEMONSTRATION
Bedankt voor uw aandacht!
Involvement of business users in validation & review process of knowledge intensive services
Involvement of business users in validation & review process of knowledge intensive services
Involvement of business users in validation & review process of knowledge intensive services
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Involvement of business users in validation & review process of knowledge intensive services

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Presented at XML Holland 2010 a talk on involving Business Users in the review and validation proces of knowledge intensive services like decisionmaking, permits, dynamic process support etc.

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  • Voorschrijvend vormgeven van alle aspecten van de bedrijfsvoering.
    MODEL
  • RUN

    Bedrijfskennis uitvoeren

    De crux is die blueprint uitvoerbaar te krijgen.
    Uitvoerbaar voor mensen: Consistent, precies, maar vooral communiceerbaar
    Te ondersteunen door systemen
    Eventueel deels uit te voeren door systemen.

    Rol van uitzonderingen

    Als dit lukt heb je een krachtig middel in handen voor verandering. Immers, verander de tekening en de uitvoering wordt aangepast.
  • IMPROVE

    Wat is er nodig om die agility ook werkelijk te kunnen gebruiken

    Grote vraag is of je die aanpasbaarheid durft in te zetten.

    Immers, nieuwe auto’s gaan ook niet zonder testen de weg op.

    Uitputtend testen gaat ten koste van de flexibiliteit en agility.



  • Transcript of "Involvement of business users in validation & review process of knowledge intensive services"

    1. 1. Involvement of Business Users throughout the Knowledge lifecycle XML Holland 2010, Amsterdam Ronald Heller – Product Architect
    2. 2. Agenda • What is Be Informed? • The three main challenges • Task Oriented Editors • The knowledge lifecycle • Real life project @ IND • Project description & Meta model • Review & validation: “Toverstaf” • Wrap up & Questions
    3. 3. What is Be Informed?
    4. 4. What is Be Informed ? • a platform for primary processes: • governments, insurance, pension funds and other administrative service providers. • one platform for all products and services: • “common process, common system”, “multilaw solution” • a complete platform: • from information and advise to application and decisions; • tailor-made case treatment; • both automatic decisions and decision support. • flexible, agile and compliant • it is all about the model; • policy management including support for policy making. • quick results (within months) INTEGRATIE MECHANISMEN Standard cases DIGITAL FRONT OFFICE Specific Cases STRAIGHT THROUGH PROCESS CASE MANAGEMENT DECISION SUPPORT BIInterface XHTML Portal Integration Infrastructure User (customer, employee) BI Interfaces WebServices (SOAP) Messages (JMS) Batch-int. (CSV) Others (PDF, SMTP, …) Integration Infrastructure ESB Business Process Manager B-2-B Gateway Scan/OCR CMS, local registrations & external (basis) registrations BI Interfaces WebDav SQL/JDBC WebServices (SOAP) ESB Local copy based upon triggers Logging/ reports DWH & reporting DWH Integration ETL ODS Citizen Centric Government
    5. 5. Citizen Centric Government Framework Standard Internet Infrastructure Application Server Content Management RDBMS ESB Search Different perspectives Platform for knowledge intensive businesses processes (Knowledge Infrastructure) Record Apply Manage Validate Communicate Governance Analyze Account for Learn Product Suite Architecture Service oriented Event driven Rules oriented Model driven Solutions Vertical e-Gov e-Collection & fines Vertical e-Gov e-Permits Vertical e-Gov Point of Single Contact Vertical e-Gov e-Benefits e-Gov Add-ons Specific components Interfaces Metamodel Reference processes Life events
    6. 6. Examples of large knowledge infrastructures Inform Advise Request • Navigation • Index • Search • e-Forms  Ask only relevant questions,  Pre-fill data,  Knowledge Instruments • Classification • Calculation • Decision • Case Files  Consultation  Collaboration Receive Consider Decide Communicate • Inbox • Case Lists • Case Files  Collaboration  Process Support  Shared Case Files • Operational decisions  Traceable decisions • Documents  View, exchange • Assemble artifacts  Re-usable text blocks  Rule based  Archive • Customer & Partner Portals  Notification  Status update  Collaboration Registrations Service interfaces
    7. 7. Examples of large knowledge infrastructures Inform Advise Request • Navigation • Index • Search • e-Forms  Ask only relevant questions,  Pre-fill data,  Knowledge Instruments • Classification • Calculation • Decision • Case Files  Consultation  Collaboration Receive Consider Decide Communicate • Inbox • Case Lists • Case Files  Collaboration  Process Support  Shared Case Files • Operational decisions  Traceable decisions • Documents  View, exchange • Assemble artifacts  Re-usable text blocks  Rule based  Archive • Customer & Partner Portals  Notification  Status update  Collaboration Registrations Service interfaces
    8. 8. • An infrastructure for managing and running business processes: • manage knowledge (laws, regulations) separate from applications and processes; • fully automated decisions and decision support; • context driven information, advise and applications; • sharing semantics throughout networks of organizations; • Knowledge is recorded in an ontology which is enriched with business rules: • ontology, rules, content, context Inform Decide A model driven platform for running the entire business All functions use the same ontology: • search; • decisions; • processes; • applications; • electronic forms; • files; • services; • ... 1/29/2015
    9. 9. The three main challenges
    10. 10. DataProcessKnowFunctionApplication Business What do we do different ? Separate Standardize GovernIT Aimed at getting to grips with real world complexity and dynamics
    11. 11. Model – Run - Improve ! Ownership & Initiative ! Approval & Acceptance ! Analyse & improve
    12. 12. Process, Function, Knowledge and data Services en events
    13. 13. Decision services • KaaS: Knowledge as a Service offers: • Standard services (validation services) • But also services with an user interface • Not only automated decisicions but also decision support • Complete trace of the decision taken (data and rules) • The same service can also be used in a (remote) portlet or a knowledge base. • The references to the source (laws and regulations) is kept.
    14. 14. Some screenshots of the application
    15. 15. Task oriented Editors
    16. 16. Business User Friendly Representation
    17. 17. Business User Friendly Representation
    18. 18. Business User Friendly Representation
    19. 19. Business User Friendly Representation
    20. 20. Business User Friendly Representation
    21. 21. But we need even more… Task oriented editors help a lot but we need more • Business users tend to be technology averse, which is unfortunate because: • Their involved is crucial in the whole management, aka the knowledge lifecycle • They are the true owners of the companies knowledge • Because of this technology threshold they have difficulties talking to knowledge engineers and vice versa • So you need • A manner of publishing the implemented knowledge to a larger crowd (non studio users) • A tool for reviewing knowledge models without the need for the studio • A manner of publishing in a non technical manner (no ontology, modeling visible) • A manner of letting them test / try the developed services • Multiple points of view on the knowledge
    22. 22. Some titles of the same kind of solution: • Documentation by Self Documenting Models • Knowledge catalogus • “Toverstaf” • “Meneer de Uil Kennisbank” • Validation & Review Knowledgebase • “gewoon een setje slimme ontsluitingassen hoor”
    23. 23. Demonstrating the “Toverstaf @ IND”
    24. 24. Separating 'the know and the flow' SIEBELORACLE ESB SOAP SOAP Common message model The Know The Flow This is the foundation of the solution, and because of this concept the IND received the NAF architecture award in 2009!
    25. 25. Toepassingseisen (1 - Bedrijfsproces) 0. Verkennen / oriënteren 1. Toeleiden 2. Kom ik in aanmerking voor… 3. Aanvraagformulier 1. Bepaal Product 2. Samenstellen product 3. Levering & registratie Dynamisch behandelplan Ontvangen Beslissen Uitreiken Informatie verzamelen Toetsen HandhavenKDW 1. Toets op volledigheid & aanvullen 2. Toewijzen (risicoclassificatie) 3. Beoordelen (inhoudelijk) 4. Beslissen (“stempel”) “Behandelen” 1. Classificeer gebeurtenis 2. Bepaal activiteit(en) 1. Ontvangen en registreren
    26. 26. Toepassingseisen (2 – Kennisservices) 1 Kennisbank 7 (intelligent) formulier (op maat) 3 Kwalificatielijst 9 Bepaal Fabricaten Beschikken 13 Dynamisch behandelplan/ kwalificatieplan 12 Bepaal behandelprofiel Handhaven. 11 8 Beslissen Bepaal Verwijderbaarheid 15 14 Bepaal Verblijfstitel 2 Klantvraag ondersteuning 4 Bepaal hoogte leges 5 Bepaal kwalificatie 6 Bepaal formeel verzoek 10
    27. 27. Toepassingseisen (3 – Gebruikersgroepen) Gebruikersgroepen Vreemdeling / referent Convenanthouder Behandelaar Senior behandelaar Kennisanalist/ kenniseigenaar 1 2 3 4 5
    28. 28. Dutch Immigrations: Knowledge architecture and primary process in sync EnforceHand Out Decide Information gathering Assess Receive Customer Service Index 42 3 10 9 11 Decission Formal request Kwalification 6 7 8 Dynamic treatmentplan “Treat” 1 5 13 Treatment profileDocumentationFees Permits Compound product Title determination Business services/ Activitiess 14+15 12 Intention Procedure Enforcement profile
    29. 29. Dynamic proces application DBP
    30. 30. Some numbers • Project has been running over 2 years now • Fulltime 10-15 knowledge engineers working on translating law & legislation into executable models. • >50.000 concepts • So how do we keep all this manageable? • One good solid metamodel (basically the knowledge architecture) • Iterative approach • Architects – team leads – knowledge engineers • Work pair-wise, peer reviewing etc. • Think in components! Not only solution wise, but also within the knowledge architecture • Patterns & validations • Deciding on Modeling Guidelines & Quality Criteria • …
    31. 31. Patterns: Quality Criteria
    32. 32. Patterns: Modelling Guidelines
    33. 33. Patterns: different types • Metamodel & Business patterns • Advisory • Decisionmaking & permits • Healthcare • .. • Patterns in Acquiring Knowlegde from legal sources • different archetypes of law and how these are transformed in models with the help of patterns • The profiling & Advise pattern • Demonstrated for life events • Misc. Implementation patterns • Project specific implementation patterns • Overall good practices Published paper: Acquiring And Modeling Legal Knowledge Using Patterns P. Kordelaar, F. Van Teeseling, E. Hoogland EKAW 2010, Lisbon Published paper: Business Patterns in Ontology design F. Van Teeseling, R. Heller BIS 2009, Posnan Published paper: Knowledge Applications for Life Events F. Van Teeseling, R. Heller ESWC 2009, Crete
    34. 34. Business users? • Patterns are great for knowledge engineers but also for: • Exporting to other formats • Exporting to other structures • Creating other views based on the same models • Knowledge base for review and validation: Toverstaf 4 februari 2008 37 Published paper: Involving Business Users in Formal Modeling using Natural Language Pattern Sentences J. Van Grondelle, R. Heller, E van Haandel, T. Verburg EKAW2010, Lisbon
    35. 35. IND: Toverstaf
    36. 36. Toverstaf • Self documenting models • Extra Ontsluitingsassen opgenomen • Test & validate the instruments that are also used within the primary process • The same, no not copies, exactly the same • Smart Exports for filtering/sorting Using: -The standard instruments -Small changes to cocoon sitemap -Smart XSLT scripts for filtering en -serializing to Word/ Excell
    37. 37. DEMONSTRATION
    38. 38. Bedankt voor uw aandacht!
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