knowledge worker enablement on premises and in the cloud

Knowledge Worker Enablement on Premises and in the Cloud [CON7002]

29th October, 2015 Léon Smiers, Manas Deb, Prasen Palvankar

2Copyright © 2015 Capgemini and Sogeti. All Rights Reserved

Knowledge Worker Enablement on Premises and in the Cloud [CON7002] | 29th October, 2015

Agenda

1

2

Introduction

How do knowledge workers interact in case execution

3 Case management enablement with OracleOn Premise and in the Cloud

4 Examples, Day In the Life Of (DILO)….

5 Conclusion



Introduction

Create blueprintand setup

author teamFind publisher Investigate Write

material Finish book

Author runs out of time

New findings

Review feedback

We go forthe book

Contractsigned

Draftfinished Book delivered

at publisherChange

in Structure

Case Management Patterns,Use Cases and knowledge worker interaction



Knowledge Work and Case Management – Key Characteristics

Case management A case is a proceeding that involves actions taken regarding a subject in a particular situation to achieve a desired

outcome,… [OMG – January 2013] Focused at reaching an end goal, not to the path towards it There is no distinction between design time and run time Contains both routine work and knowledge work

Knowledge work Knowledge workers have the ability to bring their knowledge and experience to solve a problem at hand as a

team, all contributing to reaching the target goal. Knowledge workers bear a higher level of responsibility for their judgments and actions Involves a variety of “loosely connected” tasks depending on the evolving context of the business problem Collaboration with co-workers essential

Knowledge work enablement via case management Supporting the Rumsfeld uncertainty principle, ‘There are known knowns, known unknowns…and unknown

unknowns’ Knowledge workers support decision making during case execution



What are the commonalities amongst case execution in different industries?

Horizontal/CommonEmployee onboardingCustomer onboardingAP and AR processingFacilities managementOrder/Complaint/service exception managementProposal and bid managementTrade and contracts managementGRC (Compliance tracking and reporting)Complaints

PS + Social ServicesBenefits eligibilityGrants managementTax returns processingUnemployment/Welfare servicesInformation request processingPatent application processingPermits & operator licensesEnvironmental safety monitoringChild protection/Substance Abuser Help/HIV AdvisoryDisaster reliefTerror/Epidemic threat handlingAdverse incident tracking in clinical trials

Financial ServicesNew account openingLoan originationInvestor servicingDispute resolutionWealth managementCorporate communicationsRegulatory reportingFraud and money laundering investigationsM&A servicesStock market listingFraud management

InsuranceP&C claims processingUnderwriting & risk managementNew account openingPolicy management

Legal + PoliceLegal practice management, time tracking and billingeDiscovery and case information managementDocketing and court proceedings coordinationCriminal investigationMandatory information collection (e.g., biometrics)

Energy & UtilitiesProcess safety managementFERC eTariff (US)Project and transmittals management Healthcare

Member enrollmentPayer claims processing"Continuum of care" coordinationLegal contracts managementPolicy and procedure management



Forrester Case Management classifications

ServiceRequest

IncidentManagement

InvestigativeHandling

Customer facing Contains complex

interactions withthe customer.

Predictable case flow Knowledge work

needed in specific predefined areas

Aimed at solvinga problem

Incident handling is highly influenced by special events.

Internal communication is the key to the operation of an incident

Investigations are started by either a service request or an incident

Delivery of required intelligence

The flow is highly influenced byspecial events

Internal communicationis the key for successin the operation.



Service Request/Incidents and Investigations

Sub-investigation case

Investigation case

Service request or Incident

Intelligence needed

Investigation case 1

Sub investigation

case 1.1

Sub investigation

case 1.2

Investigation case 2

Sub investigation

case 2.1

Loosely coupled interactions

Intelligence needed in Service Request

or Incident

More Intelligence needed by the

Investigative cases

Knowledgework



Standardized case flows for Service Request, Incident and Investigations

Customer

First line of contact

Case Owner

Case Worker

Assess & Assign Share resultsCreate case Finalize

Intervene

Worker

Worker

Worker

Receive customer

information

Ask for update

Discuss result

EventsFlow of ActivitiesRoles

Loop of investigation and discussion for different milestones

Create result

AppealReopen

Start investigation[Investigative pattern]

InterveneCheckTime-out

Example of Service Request



Standardized Case management design components

Case LifecycleDesign category

Case flow/Process design

Event design

Rules design

Case informationDesign category

Datadesign

Document & media design

People relationship

design

Case InteractionDesign category

Portal design Dashboard

design

Channel design

Functional Design categories

Integration Design

Roles &Authorization Design

Cross Functional Design category

Case management enablement with Oracle



I was born on-premise….



Event design

Rules design


Datadesign


People relationship

design



design

Channel design


Integration Design



Oracle BPM/ACM

Siebel

Oracle Policy Automation

Oracle Business Rules

Oracle Event Processing

Oracle Real Time Decisioning

Oracle SOA Suite

Oracle IDM

Oracle Database

Siebel Repository

Oracle Customer Data Hub

Oracle Product Hub

Oracle Webcenter Content

Oracle Webcenter Portal

Siebel Open UI

Oracle ADF

Oracle MAF

Oracle BAM



…and I am moving to the Cloud



Event design

Rules design


Datadesign


People relationship

design



design

Channel design


Integration Design



Oracle SOA Cloud

Oracle IntegrationCloud

Oracle MessagingCloud

Oracle Database

Oracle Document Cloud

Oracle Customer Data Hub

Oracle Product Hub

Oracle Big Data cloud

Oracle Mobile Cloud

PaaS BI

PaaS Big Data

Oracle Social Network

Oracle Sites Cloud

Oracle Service Cloud

Oracle Process Cloud

Service Cloud Policy Automation

Oracle IoT

Oracle BPM/ACM (Java Cloud)



Journey to the Cloud

Reduced CapEx

Flexible service delivery

Massive scalability

Efficiency

Speed to implementation

Old question: Why?Today, the business value is proven

What’s the starting point?

What’s the methodology?

Which workloads?

What timeframe?

New question: How?



How to arrange a smooth transition?

It is NOT about Installing a new product Provisioning a new Cloud system Adding a new application to the landscape

It is about Supporting the journey towards another way of operating IT and Business Providing anyplace access to knowledge workers and customers Provisioning secure access to data and tasks

And enabling innovation through Speed of delivery Making mash-ups of SaaS and PaaS applications Adding flexibility to the Cloud landscape via PaaS inclusion

Examples, Day In the Life Of (DILO)….



Use case format

Day in a life of… [DILO] The objective of Day in The Life Of [DILO] is to walk through the process and experience the day in the life for one

of the stakeholders

Three use cases Insurance claim handling Police Investigation Mortgage handling

In each Use Case we Walk through process for one stakeholder Describe the distinguishing Oracle product usage, both on-premise and Cloud based

Demo for one specific use case Mortgage handling



Insurance claim handling

Use case description End-to-end handling of property claim by customer to insurance company Example if collision damages

DILO for Customer Customer gets accident in a car on the road Reports accident details to the insurance company via insurance app, Insurance company offers repairs to be done directly and arrange loan car Contact with insurance company most likely is first time with insurance company

Knowledge work involved The customer is not aware of all knowledge work involved in the background. Insurance is straightforward, rules determine if claim is valid according to policies Claim handling is the “first moment of contact” with the customer

• We don’t want to loose the customer Look for signs of fraud, and if fraud is suspected execute fraud investigation

• We don’t want to pay before we’re sure that no fraud was committed

Record claim

Execute claim assessment

Arrangeloan car

Handling repair Settle claim



Insurance claim handlingOracle product usage in specific areas

Case Flow/Process design We need to have a solution that can be extended with new business models Oracle BPM/ACM (On-Premise or as part of Java Cloud Service) as umbrella type of application

• On top of Insurance back-end transaction systems• B2B communication• Oracle Process Cloud for short approval chains

Rules design Oracle Policy Automation (as part of Service Cloud or On-Premise) for checking validity of claim Oracle Endeca for fraud investigation

Channel Access Mobile Application Framework for customer support

• Enter Car accident at the accident scene



Event design

Rules design


Datadesign


People relationship

design



design

Channel design


Integration Design





Court caseProsecution case Defense case Prosecutor case

Police case Investigation Warrant case Crime case

Police Investigation

Use case description The crime-to-court process deals with all activities from the moment a law is broken until the conviction of a guilty

personDILO for Police officer, Crime/event recording A report comes in that a crime has been committed The call will be routed to the police incident room The officer will open an incident to report the crime, circumstances, and location details Then the officer determines the details of the incident and the priority based upon the provided information The incident will be assigned to a patrol officer, who is briefed while he is driving to the crime scene At the crime scene the officer does his investigation, collects more details like interviews with victims and/or

witnesses, reports the details, the offences, suspect description, and the way the crime took place

Knowledge work involved Combine all information together, leads, incidents Mobile support (taking notes, making pictures,

internal communications) Needs to have insight in all case information

A police case is a container of multiple investigation cases and also can be linked to already existingpolice investigation cases

Incident Crime/event

recording



Police InvestigationOracle product usage in specific areas



Event design

Rules design


Datadesign


People relationship

design



design

Channel design


Integration Design



Case Flow/Process design• Overarching process needs to guide execution from

first alert to hand-over towards court• Event based handling in Police Investigation process

needed, many changes in case execution possible• Two implementation scenarios:

– Full-Blown Scenario Implementation withOracle Siebel (Capgemini T-Police offering)

– Umbrella Scenario Implementation with Oracle BPM/ACM

– Cloud implementation only possible as Private Cloud

Portal design• Webcenter Portal for inclusion of many

information sources• SOA Suite for integration (or SOA Cloud

when used as Private Cloud)• WebCenter Content for document/media

inclusion (or Document Cloud when used as Private Cloud)

• IDM for security inclusion



Police InvestigationPortal example



Mortgage handling

Use case description Predictable case management solution with a high level of customer/stakeholder interaction.

DILO for Product owner Three operating models for selling mortgages:

• Go for Customer Intimacy and deliver customized products • Aim at Product Leadership in which they provide state-of-the art products• Focus on Operational Excellence and deliver a standardized product for a low price

DILO for Product Owner: rate effectiveness of business in execution of operating model for selling mortgages

Knowledge work involved in selling mortgages Judge the customer situation Estimate the value of the property the customer likes to buy Evaluate what product options and variations are available Check what is affordable for the customer and Minimizing the Probability of Default



Mortgage handlingOracle product usage in specific areas



Event design

Rules design


Datadesign


People relationship

design



design

Channel design


Integration Design



Implementation of the Case/Process design area depends on operating model:

Operational excellence• BPM/ACM on top of Java Cloud• SOA Cloud

Customer centricity• Oracle CX; A combination of Marketing, Sales, Service,

Commerce, Social, CPQ• Oracle PaaS to integrate all components and bring

agility to the solution

Product leadership• Service Cloud• Endeca

Demo Mortgage



Mortgages process

Sales Origination Fulfillment

IntakeDetermine customer

needs

Provide quote



Example Use Case

Initial Application

New Case ApplicationReviewProcess

Notification –Missing Info

Request Assistance

NewServiceRequest

Request handled

ApplicationCompleted

Case Updated.Ready for next

phase

MonitoringFor Continuous

Improvement



Example Use Case – Oracle Cloud Components



Oracle Cloud Components

Mobile Cloud




Mobile CloudOn-Prem Case Management Process Cloud





Service Cloud





Service CloudBI Cloud



Oracle Cloud Platform for Case Management


Service CloudBI Cloud

Conclusion



Conclusion

We observed that knowledge work and case managementgo hand-in-hand in reaching an end goal

We looked at different industry processes and identified a set of case management patterns and described the main design areas

We looked at four industry examples and possible implementation scenarios Oracle supports any case management scenario with a world class large

footprint of on-premise and Cloud implementation options Implementing a cloud based case management solution is

based upon a different design paradigm, aimed at delivering in a short timeframe

Oracle PaaS delivers the agility layer on top of (Oracle) SaaS applications



Contact Information

Léon SmiersSolution Architect OracleBPM/Case Management/PaaSOracle ACE

Email:[email protected].: +31 6 150 30 373

http://twitter.com/leonsmiershttp://www.capgemini.com/oracleblog

Prasen PalvankarSenior Director Product Management Cloud Industry solutions

Email: [email protected]

http://twitter.com/lprasenp

Manas DebBusiness Leader, Capgemini/Europe/Cloud Choice

Email: [email protected].: +49 151 40251850

mailto:[email protected]

http://twitter.com/leonsmiers



http://www.capgemini.com/oracleblog




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