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2. oracle day opa_tk_en

  1. 1. <Insert Picture Here> From Legislation to Execution Modernizing the citizen interaction with Oracle Policy Automation Tamas Kramer Sales Executive, Policy Automation, Central & Eastern Europe Bucharest, November 3, 2010
  2. 2. 2 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.
  3. 3. 3 ORACLE POLICY AUTOMATION and SIEBEL Public Sector Case Management presents The Citizen
  4. 4. 4 Dynamic legislation drives the need to automate policies Freedom of information is increasing the pressure from customers and citizens to prove compliance with policies and standards Budgetary pressures force efficiencies Costly IT projects and resource-intensive call centres are expected to innovate, and deliver more with less Accountability requires transparency Security, geopolitical and financial events drive frequent legislative changes and high expectations of enforcement Making accurate and consistent decisions is difficult when finely targeted policies are needed to deliver the best outcomes Policy complexity is growing Legislative changes are accelerating
  5. 5. 5 What does Oracle Policy Automation do? • An engine for making complex decisions and calculations based on a set of rules • Users create their rules in their natural language using  Microsoft Word  Microsoft Excel  Microsoft Visio • The rules are kept separate from any application code - Easier to test and maintain - The rules look like the source documents
  6. 6. 6 What is policy? Legislation Policy Interpretation Policy can be interpreted as: A company/public body’s interpretation of their legislative obligations Rules created by the company/public body which are allowed under legislation and drive how the company/public body function
  7. 7. 7 Policy Automation: Mission & History 20 years as a proven EPA leader Mission is to “Optimize Enterprise Policy Automation” (EPA)  Customers include the world‟s largest government agencies and global 1,000 financial services, insurance and commercial customers  Consistently recognized as a leader by industry analysts  Customers and revenue from across North America, EMEA, Asia- Pacific, and Australia  Patented technology automates legislation and policy using natural language rather than programming language, with multiple languages already supported  Designed for rapid creation of industry content that can be easily configured for an organization's unique requirements  Standard, pre-built integrations with leading enterprise application vendors  Government agencies use Haley to serve tens of millions of citizens  Tier 1 commercial banks use Haley to serve millions of customers  Global insurers use Haley to automate tens of thousands of daily claims transactions  Dynamic self-service applications and high-volume enterprise automation based on complex policy and legislation
  8. 8. 8 The Public ROI from Policy Automation Key Operational Levers • Faster Implementation of Government Policy • Heavy Political cost of making errors • Complexity is hard to explain to constituents • Automated decision making • (self service ) • Lesser paid staff can do more • Reduced errors and appeals • Drastically reduced implementation costs • Open and transparent decisions • Understand the impact of policy change • Reduce red tape for citizens and businesses Value DriversObjective Return On Public Investment Social ROI Financial ROI Political ROI
  9. 9. 9 Policy Automation Customers Financial Services and Insurance Government Other American Fidelity (US) Countrywide (US) Credit Suisse (Switzerland) UBS (Switzerland) BUPA (UK, Ireland) NASD (US) United Healthcare (US) HealthMarkets (US) American International Assurance (US) Farm Bureau Financial Services (US) British American Tobacco (UK) Motosport (US) Cisco (US) Intel (US) AT&T (US) Toyota Motor Corp (US) Internal Revenue Service (US) Govt of British Columbia (Canada) Montana DMV (US) HM Revenue & Customs (UK) Home Office (UK) Ministry of Defence (UK) Dept Trade and Industry (UK) Dept of Social Security (Sweden) Westchester County (US) ICF Road Home (US) 50+ Local Councils (UK) Small Business Service (UK) Dept of Statistics (Netherlands) Dept of Defence (Australia) Dept of Veterans‟ Affairs (Australia) Dept of Immigration (Australia) NSW Government (Australia)
  10. 10. 10 Business users create the content Unique tools check rules & show implications Quick, high performance deployment • Business people write rules in Natural Language and therefore no cost or risk associated with translation by IT • Manage rules with business tools like Microsoft Word, Excel, Visio reduces training requirement and allows for agility with updates • Policy Isomorphism providing confidence in and visibility of rules • In-built simulation and scenario modelling gives capacity to analyse and test policy and rule outcomes • Detailed determination reporting documents how conclusions were reached for audit purposes • Automated and interactive rule testing to ensure that deployments give correct results • Fully SOA-enabled out-of-the-box providing low cost flexibility • Integrated with Siebel • High performance inference engine with Temporal Reasoning architecture Policy Automation Value Proposition
  11. 11. 11 • Dramatically improves time-to-market for changes to policies and rules • Simplifies development and maintenance • Ensures accuracy and consistency in complex decisions and determinations • Reduces the burden on IT resources • Assesses the impact of changes in policy on customers and citizens through “what if” scenarios • Provides full audit-trail capability The Resulting Key Benefits Policy Documents Modelling
  12. 12. 12 7 Unique Product Differentiators
  13. 13. 13 Key Enabler: Policy Isomorphism (Patented) 13 The Source Legislation or Policy Executable Document in Natural Language that Business users can understand and modifyCopy, Paste, Markup
  14. 14. 14 Key Enabler: Dynamic interactive interviews 14 Asks least number of questions in most logical order to finalize a determination Questions automatically created from source document without need for any programming
  15. 15. 15 Key Enabler: Determination Reporting 15 Positive and Negative statements automatically created to explain determination Can be used to build the content for a letter of advice or audit Natural language engine provides personalization and pronoun substitution
  16. 16. 16 Key enabler: Temporal Reasoning(Patent Pending) • Efficiently handle changes in: – Eligibility, e.g. a change in minimum age, which takes affect on a certain date – Rates, e.g. quarterly increase of a benefit rate – Customer circumstances, e.g. number of children, marital status • Benefits of the Oracle Policy Modeling approach to temporal reasoning: – Accurate calculation of payments even when notification is retrospective – Expressing time-based logic is simple and concise – Optimal performance, without forgoing transparency or decision audits Annual rate increase Annual rate increase Annual rate increase Claimant is married New childPay riseNew child New eligibility rules come into effect
  17. 17. 17 Key Enabler: Business User Regression Testing Clearly define and communicate expected behavior for complex scenarios Ensure that between policy versions only expected differences occur Instantly run 100s or 1000s of test cases, and drill into report results
  18. 18. 18 Key Enabler: Policy Visualization Quickly find dependencies across sections, and claimant data Clearly identify base data needed for decision making purposes Find orphaned sections of legislation, and identify unused data items
  19. 19. 19 Key Enabler: Outstanding Performance • Patented high-speed Linear Inferencing algorithm – Faster than Rete which is widely used within BRE industry – Better exploits modern CPU architectures – More space efficient (stateless) – Well suited to batch/transactional processing scenarios • Results of benchmarking: – Over 1 million premise evaluations/sec – Using dual CPU Sun Fire 280R 0 0.5 1 1.5 2 2.5 3 0 2000 4000 6000 8000 10000 12000 # concurrent users Averageresponsetime (secs) Oracle Web Determinations on 8 CPU Sun server
  20. 20. 20 Key Enabler: Multi Lingual capability Model rules in your native language in Word or Excel Easily add new verbs as needed Integrate natural language questions into any application
  21. 21. 21 Automatic Language Parsing Available for English, French, German, Spanish, Dutch, Swedish, Danish, Italian, Turkish* * beta version
  22. 22. 22 Case Studies
  23. 23. 23 Delivering rapid benefits to Dentists in Sweden Challenges • Implement new Dental Reform legislation in tight timescales • Deliver new Dental benefits calculations and improve Fraud detection • Complete in parallel with modernisation of Legacy back office systems Results • New legislation delivered in four months • Highly scalable and performant solution • Success achieved by „externalising‟ rules from core applications • Business users built and now own the rules • Benchmark for future modernisation projects
  24. 24. 24 Veterans’ Entitlements Overview • Department of Veterans‟ Affairs is responsible for providing funding to former Australian soldiers and service personnel • It approves and provides funding for a number of purposes, including – Healthcare – Pensions – Home renovations Challenges • Highly critical Auditor General report on veteran compensation payments • Lengthy claim process: 6 months with only 2 days or so work on each claim (veterans dying before processing) • Up to 12 staff members involved in processing each claim • Senior staff needed to approve claims • Legislation allowed subjectivity and discretion by assessors • Assessments were inconsistent and open to appeal Results • 60% more claims in 60% less time • 80% productivity improvements • Appeals reduced by 30% (cost of appeals previously half the total cost) • Reduction in the processing staff by 1 / 3 • Reduced reliance on senior staff / doctors • Administrative savings alone of more than $2m per annum Solution • Haley‟s technology enabled a comprehensive re-engineering of the compensation claims policy and process • Solution delivered a system that guides assessors through the rules governing more than 250 medical conditions • System enabled single assessor processing, end to end • Personalised evidence-gathering questionnaires tailored to the client‟s medical circumstances and service history • Determination of rates of payments, if any
  25. 25. 25 Social Security Bank Sociale Verzekeringsbank (SVB) is the organization that implements national insurance schemes in the Netherlands. SVB makes sure that you, your children or your parents receive child benefit, AOW pension or Anw survivor benefit correctly and on time. They have been doing this for more than a century, by order of the government. Some 4.9 million clients count on SVB. SVB initiated a huge Customer Program called "Ten for Service“ with 3 key business drivers: 1) Enhance Customer Service with one integral customer view 2) Improve efficiency (reduction of 700 FTE out of 3.000 FTE) by less administrative paperwork 3) Become more adaptive and agile by centralising social service policies into one business rule engine Products: Siebel Public Sector Case Management, Oracle Policy Automation (Haley), Siebel Universal Customer Master (MDM), Oracle Contact Center Anywhere, Siebel Public Sector E-Support, SOA suite for Oracle Middleware, Weblogic Suite, OBI EE+. Why Oracle: Total Social Security solution footprint, proven track record in Social Security worldwide, vendor stability and viability but also Haley as proven Policy Automation solution was clearly a key differentiator! The Competition: IBM bidding Websphere and BeInformed Business Rule Engine, Logica bidding Tibco, Microsoft Sharepoint Portal and BeInformed Business Rule Engine Accenture & Ordina were bidding Oracle (Siebel) and Beinformed Business Rule Engine
  26. 26. 26 Family and Normative Benefits Management Hungarian State Treasury / Ministry of Finance • Hungarian State Treasury is a central budgetary agency whose major area of operation comprise the execution and control of the central budget, management and allocation of funds • Managing benefits for over a million families, more than 1.7 million children, 530,000 cases per annum • Managing normative benefits for 10,000+ schools and social institutions, 3,120 municipal authorities The Background The Issue Separate legacy systems operating with: • No consistency across the departments –no accurate visibility on payments and benefits paid to families and institutions • Financial and operational inefficiencies while working under a very strong budgetary pressure • Too complex benefit eligibility rules • Difficult to follow changes in legislation
  27. 27. 27 The Solution The Benefit • Interactive systems designed to reflect complex legislative and associated policies • Path of life approach in the whole application process (including electronic archive) • Automated judgment of claims • Standardized and 360˚ view of cases • Electronic data exchange with other functions and organizations (including harmonization of processes with EU member states) • Integrated Siebel CRM Public Sector Case Management and OPA front- end solution, with DB, WL, SOA, BI and UPK • Meet the objectives of the New Hungarian Development Plan and the IT Strategy of the Ministry of Finance • Integrated central registry of individual and institutional claimants • Introduce on-line and proactive customer services for the entire lifecycle of all kinds of benefits • Government channels to standardize eligibility processes and improve visibility of allocation of funds • Get prepared for the EU2012 directives for electronic communications across governments and services Family and Normative Benefits Management Hungarian State Treasury / Ministry of Finance (ctd)
  28. 28. 28 Tax and Revenues Overview • Department is responsible for Tax revenues from 58M UK residents • It also processes Tax credit claims and is responsible for all UK ports plus associated Customs procedures. Challenges • Inaccurate and inconsistent advice being provided by staff • Drive to reduce costs and increase use of technology • Complexity of legislation and frequency of changes required. • Reduce time to market for new applications • Improve the Citizen interaction experience • Closing the tax gap through efficient tax collection Results • Up to Ten times quicker deployment • First project saved £3M+ • Significant Call Centre headcount savings • Increased Self Service usage • Policy Automation part of five year strategic plan. Solution • Improved accuracy consistency and transparency of determinations by staff • Quicker deployment of legislative changes and new applications • Business now owns policies and has greater flexibility and control. • Solutions deployed across multiple channels including Self service
  29. 29. 29 Policy Automation goes mobile! •Light rules on a mobile device, extends Siebel capabilities •Java or .net version •Rollout to 50 BAT Countries globally
  30. 30. 30 Example Outcomes with Oracle Policy Automation Improved Agility and Customer Service with Reduced IT Project Costs Area Without OPA With OPA Net Benefit % Benefit Business Rule Capture 200 days 20 days 180 days 90% Logic Updates 90 days 3 days 87 days 97% Call Center Training 60 days 5 days 55 days 95% Business Logic Implem. $1M* $200K* 800K* 80% Processing days / case 30 3 27 95% Call Center calls / case 4 1 3 75% Error Rate / 1000 cases 50 24 26 52% Appeal Rate / 100 cases 5 3 2 45% Source: OPA customer interviews. 2000-2009. *Relative expenditure figures based on customer side-by-side study vs. other implementation techniques Improved Agility Improved CustomerService LowerIT ProjectCosts Higher Quality
  31. 31. 31 Summary: The Policy Automation Difference • Handling business logic that requires: • Modelling complex legislation, policy, regulation in a portable Microsoft Office Document • Temporal logic or data changes • Frequent rule changes or updates • Business rules managed in English or other languages • While delivering: • Explanations for how decisions were reached • Interactive decision guidance • Compatibility, integration and high performance • Incomparable rule authoring lifecycle productivity • Strong testing and maintainability
  32. 32. 32 Questions
  33. 33. 33
  34. 34. 34 Questions
  35. 35. 35 Thank you. (and automate your policies!)
  36. 36. 36 Oracle Policy Automation OPA Product Components and Architecture Oracle Policy Modelling Oracle Web Determinations Oracle Determinations Engine Oracle Determinations Server CRM, Portal HR, ERP Middleware / Native Web Services / Java / .NET Other Database Oracle Policy Automation Connector for Siebel Oracle Policy Automation Connector for SAP JCo
  37. 37. 37 Is one of the 5 leaders in Business Rules... Haley has leading solutions for business analysts across all verticals Source: Forrester, “The Forrester Wave™: Business Rules Platforms, Q2 2008,” April 8, 2008.
  38. 38. 38 ...but unique in Determinations Haley’s eligibility determinations technology is recognized as unique as well as being a leader Source: Forrester, “The Forrester Wave™: Business Rules Platforms, Q2 2008,” April 8, 2008.
  39. 39. 39