<Insert Picture Here>

Anita FuPrincipal CRM Solutions Consultant

Improve Program Outcomes & Service Delivery through Customer Relationship Management

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.

• Provide a Common Service Delivery Platform– Citizen-centric– Case Management– Portals and Content– Automated Workflow and

Assignment– GIS– Mobile Computing– Rules Engine

• Manage Master Data• Enable Self-Service• Embed Business Intelligence

and Analytics

Oracle iGovernment

Transform Government Service Delivery

Transform Government Service Delivery

To address these business challenges, organizations seek solutions that enable

new client centric services

Vision

Delivery Challenges

- Changing priorities

- Increasing demand for services

- Increasing client

expectations

- Difficult to gauge whether programs

are effective- Inconsistent decision-making

- High staff turnover and low supply

- Application Silos

- Duplicative services

& service gaps

- Disjointed service delivery

Coordinated

Service Delivery

Increased

Responsiveness

Person-Centric

Processes

Transparency

Service

Call Center

- Client Identification

- Intelligent routing

- Problem resolution &

escalationWeb Self Service

- Online benefits access

- Problem reporting

- Problem resolution

Email

- Auto-acknowledge

- Routing

- Assisted response

Social Services

Workforce Services

Health services

Immigration

Social Services

Workforce Services

Health services

Immigration

Child WelfareChild Welfare

Public PensionsPublic Pensions

Customer

Service

Case

Management

Workforce

Services

Transform Delivery Of Citizen ServicesIntegrated Case Management and Service

• Extend access to clients, providers, other agencies

• Allow self-submission with existing forms

• Guarantee consistent rules are enforced regardless of channel

Web Contact `Center Field OfficeField Workers

Case Management

Self-Service SupportConsistent Client Experience Across Channels

Cross-Industry Solutions

Siebel Public Sector

Oracle | Siebel Public Sector Solutions

MarketingAutomation

PartnerManagement

FieldService

Enterprise Analytics

Customer Service Case Mgmt

Master Data Management

• Solutions tailored to Public Sector requirements

• Leverage additional cross-industry and vertical solutions as needed

• Integrated across the Oracle family of applications

Vertical Solutions

Financial Services

Life Sciences UtilitiesHealthcare

Siebel Public SectorSiebel Public Sector

Siebel Public Sector CRM Solutions

InvestigativeCase

Management

Better ManageRevenue

EnterpriseAnalytics

BenefitsCase

Management

Citizen-CentricService

Improve Citizen Response

Greater Focus on Service Performance

Improve Benefits Mgmt in Human Services

Multi-agency Data Integration

Single View of Taxpayer

Targeted Outreach and Better Service in Postal Services & Licensing

Citizenship and Border Control Management

Multi-agency Collaboration

Program Performance Measurement

Agency and Division wide Analytics

Siebel Public SectorSiebel Public Sector

Siebel Public Sector CRM Solutions Showcase Deployments

InvestigativeCase

Management

Better ManageRevenue

EnterpriseAnalytics

BenefitsCase

Management

Citizen-CentricService

NYC 311

Hong Kong 1823

London Borough Tower Hamlets

City of Cologne

Citizenship & Immigration Canada

US Immigration Naturalization Service

LaPoste, US Postal Service,

Hong Kong Post

South Africa Revenues & Customs

NYC 311 CRM Analytics

Leeds Call Center Analytics

City of Leeds, UK

US Centers for Medicare/Medicaid

Australia Family & Community Services

Siebel Public Sector AnalyticsActionable Insight Across All Roles

Manager

• Real-time environment automatically prioritizes the agent’s workload

• Performance indicators for individuals measure performance against organizational averages and / or targets

• Track suspect and suspicious group activities

Agent / Case Worker

– Pre-built guided navigations allow users to quickly investigate root-cause analysis of case management processes

– Mid-course corrections are enabled through early warning for potential bottlenecks and backlog

– Executive dashboards provide organizational performance overview in a single glance

– Pre-built index metrics provide quick performance indicator of teams’ or individuals’ performance against other teams, divisions or organizational targets

Department Head

Case Management Analytics: Base Application

Foundational functionality to track the progress of social services and investigative cases; keep inventory of applicants, suspects and cases by type and stage; monitor employee and office case loads

Case Investigations Analytics: Add-on

Track external incidents and investigative leads as part of the overall case management process

Benefits Management Analytics: Add-on

Track the types of clients being served, and the types and amounts of benefits and services being delivered

Case Analytics – Solution Offering

Case Analytics – Sample MetricsSample Case Management Metrics

Sample Case Investigation Metrics

Benefits / Incidents• Avg Incident Duration• Target Incident Duration• Incident Load• # of Orders

Lead / Incidents• Incident Load per Worker• Lead Open / Close Rate• # of Currently Active Leads / Incidents• Lead / Incident Duration

• Payments• Average Payments• # of Customers

Sample Pre-Built Dashboards

Organizational Efficiency• Case• Lead• Incident• Activities• SRs

Targeting and Delivery• Delivery Overview• Populations Served• Customer

Demographics• Case Outcomes

Performance Scorecard• My Cases• My Activities and SRs• My Incident and Leads• My Team Cases• My Team Activities / SRs

Workloads and Backlogs• Loads• Priority• Overdue• Queue

Sample Benefits Management Metrics

CaseCase• Loads• Durations• Counts• Open and Close RatesCase Stage• Durations• Duration Index

Work CenterCase / Incidents• # of Cases / # of Incidents• # of Case/Incidents untouched for 15

daysActivity / SRs• # of Activities / SRs• # of Overdue Activities• # of Critical Activities / SRs

Activity / SRActivities• # of Cases with Activities• Days Activity Open• Activity Creation RateSRS• # of SRs with Activities• % of SR with Overdue Activities• Avg # of Activities per SR

Measurable Results

40 systems consolidated into one

>1 million unique inquiries answered per week

9 months to go live with global case management system

10 day decrease in overall order fulfillment cycle time

20% increase in employee productivity

$3 million a day in savings

6% increase in customer satisfaction

$450K saving per year &

14% increase in customer satisfaction

Customer Show Cases

Case Studies of Leading Citizen

Services Providers

New York City 311 Citizen Response

Challenge Approach Delivery

Provides services for 8 million city residents

40 different call centers, accessed through over 11 pages of phone numbers (blue pages)

Overlapping agency responsibilities sometimes made it unclear who was responsible for what, limiting responsiveness

Centralized all call centers and hotlines into one three-digit phone number : 311

Single service center staffed by over 1000 operators

Direct links to 122 police stations, 12 City Departments

Benefits to NYC Residents Call one simple number for all

NYC inquiries (State, Local, Fed) Up to 40,000 calls a day 90% of calls answered by

person in 5 seconds 80% of inquiries resolved in less

than 30 seconds

Benefits to NYC No new hires, no layoffs Integrated diverse IT systems,

cultures, and processes Administrators now have a

comprehensive view of city issues

Emergency response system during emergencies; blackout; ferry accident

“It’s not just a citizen service hot line, it is the most powerful management tool ever developed for New York City government. I can’t imagine running the city

without it. —Michael Bloomberg, Mayor, New York City

NYC’s IT Shared Services Organization Delivers Spatial as a Service to 311 and Other Key Departments

• The Problem: Driven by lessons of 9/11– Unable to catalogue emergency response

capabilities, publish plans, and synchronize resource deployment

– Different naming conventions, different systems, many assets owned by private sector

– Response to emergency events severely compromised

• The Solution:– Department of Info Tech & Telecommunications• Developed standardized digital base-map for all

agencies, INCL: 6,000 miles of underground pipes, 1 million water / sewer connections, 32,000 sq. miles of Infrastructure Data, and 75,000 digital photographs

• Integrated a number of existing implementations– Office of Emergency Management created a public

site for emergency preparedness

DoITT’s Integrated NYC Spatial Architecture

Case Study: Belgium Federal Government and eID

Create portal to Citizen, Govt., Business with timely, convenient access to Government Information & Services,

and enable cross federal agencies work

• Objective: Take people and economy to the next level

• Empower people with efficient & fast access to information & services

• Automate & unify the administrative processes go along with interacting with the govt.

• Solutions: End-to-end platform without patchwork

• Easily integrate into a heterogeneous environment

• Robust Portal solution

• Results: One-Stop Shop Portal

• Access Info & Services adhere to govt. processes

• Civil servants e-communities

Citizen-centric Online Services …That are Context Aware and Handle Exceptions

Device Footprint Location-based Role-based

– Work role– Age, gender, religion– Time-of-dayExisting Government and Private Sector

Portals and Services

Federated PortalCall Center/Siebel CRM

Click-to-Dial

Single-Viewof Services

Citizen-centric Online Services …

Single-View of Services

Existing Government and Private Sector Portals and Services

eCitizen Federated Portal

Case Study: Belgium E-ID (BeIPIC) Project

• Belgian Personal Identity Card ( BelPIC )

• Organization Description– Deployment from 2005-2008– All citizens 12+– Kids ID coming

• Make national deployment of E-ID easier with a self-service portal for issuers

Federal Government

FedICT InteriorNational

Registry

Oracle Solution for Fedict/ Ministry of Interior e-ID Card (BELPIC)

• eID card (BELPIC), which electronically reads and validates identity data, authenticates data remotely, and provides a digital signature for electronic documents

• WebLogic Server for BELPIC – the personal ID card

• Create a highly secure, easy-to-use and affordable digital identity system for all citizens to use to file taxes, open bank accounts and make purchases online.

Solution Powered by BEA

Opportunities & Challenges

+ + +

• Belgian citizens can already use the new eID card for identification, authentication and authorization for many public facing services, including: secure online tax form declaration, official document requests (marital status, birth certificate, etc.), electronic submission of court case conclusions, as well as access to the public library, swimming pool and other community services.

• The Belgian government estimates that by the end of 2009, 8.2 million citizens age 12 years and older will have eID cards.

Results

Customer Show Cases

Case Studies of Case Management

•Siebel was selected for standard CRM

and Case Management

•Inbound pension registrations

•Siebel drives the business

process, case, legacy integration,

real-time data validation

•Managing approximately 64,000

calls / monthly

•Solution implementation was

viewed as a success, Siebel was

selected in 2007 to expand

footprint taking on the new

Working Age Program for DWP

•Partners: IBM, EDS, Accenture,

Booz Allen

•Manage the UK Government's

pensions and working age benefits

systems and strategies

•125,000 employees—a quarter of the

UK Civil Service—in 2,000+ locations

across the UK

•Makes more than 3 million benefit

payments worth some £360 million

annually

•Business Objectives

•Meet UK e-Government mandates

•Provide consistent, accurate and

convenient services

•Meet rising demand with fewer

resources

•Reduce cost, improve efficiency and

flexibility

•Pensions

•Single view of citizen across

legacy systems

•Improved agency efficiency,

effectiveness and cost savings

•Improved data management—

more controlled access to citizen

information

•Registration process handling time

down from 2-3 weeks to 2-3 hours

•Reduction of paperwork

Department for Work and Pensions (DWP)

Citizenship & Immigration Canada

Pain PointsPain Points

Multiple sources of citizen information – 14 custom, legacy systems

9 month case backlog More than 1 million Non

Immigrant Applications >200,000 landings (Immigrants

& Refugees) annually 16.5 million clients (with nearly

8M aliases*) 70+ global locations with 49

points of entry (air, marine, land) and 3 call centers

1,200 installed seats 5,000 seats planned of Siebel

Case Management by Jan. 2006UCM / UAN “single view” of citizen2,500 seats LIVE with Siebel

Analytics

Live as of Q404 > Citizenship process

Deployed in offices across Canada, impacting more than 100,000 cases per year

Reduced duplication by connecting existing information systems, devices, and personnel

Delivered technology matched to identified and anticipated needs of agency and constituents

Siebel SolutionSiebel Solution BenefitsBenefits

Customer Show Cases

Public Sector Local References

Local References

Customers Business Solution Siebel Solution

 HK Efficiency Unit - 1823 – Single number Citizen Easy Link since

2001

- Siebel Call Center provides 24 x 7 one-stop

service for wide range of government services

- Multi-channel solution: phone, Internet, e-mail,

postal mail

- Handled over 1M calls in 2003

- Supporting 400+ call center agents and 14

departments

Siebel Call Center Solution

-Inbound Service Enquire

- Case Management

-Knowledge Base

-eMail Response

 Hong Kong Towngas - Using Siebel as Enterprise CRM solution.

- Phase I - Sales, Services, Field Services, Work

Order

- Phase II – Service Handheld and Campaign

Siebel Energy Solution

-Sales & Marketing

-Service Maintenance

 Hong Kong Post -First project - Using Siebel Service in Speed

Post to track the status of the mail in 2001 with

39 users, growth to 80+ users by end of the

year.

- Second Project - Implement Siebel Sales &

Marketing for their Corporate Sales

- Live in 3 months

Siebel Service Solution

-Case Management

-Siebel Sales & Marketing

Solution

-Sales Management

http://www.1823.gov.hk

More Than 200 Public Sector Customers

The Future Direction of Citizen Centric Service

• Commercial off the Shelf Software• Enterprise Case Management• Differentiated Service Delivery• Standards Based, Secure Technology• Phased, Modular Implementations

Coordinated

Service Delivery

Person-

Centric

Processes

Increased

Responsiveness

Transparency

Comprehensive Solution• Drive results with integrated enterprise case

management• Leverage industry leading COTS CRM to speed

deployment• Utilize industry-leading infrastructure to keep

maintenance costs under controlDemonstrated Customer Success

• Over 200 public sector customers worldwide• Improvements in customer satisfaction, case processing

time and throughput• Reduction in operating costs with consolidation of

systemsOngoing Investment

• Public Sector-specific products designed around the requirements of government users

• Ongoing roadmap and product development plans• Dedicated teams for the public sector market

Oracle | Siebel Public Sector SolutionsLeader in Public Sector CRM