technology: it’s how it enhances the experiences and outcomes! · “the cloud” –it’s not...

“The Cloud” – It’s not Just About

Technology: It’s How It Enhances the

Experiences and Outcomes!

Sponsored by Oracle

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Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |

“The Cloud” Its Not Just About Technology.

Oracle Presentation in partnership with• Primitive Logic• Helix Business Solutions• MindShare

49th Annual APHSA-ISM Conference September 21, 2016

Oracle Confidential – Internal/Restricted/Highly Restricted


Engage

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WEB, MOBILE, SOCIAL

Provide support for all citizen channels, both traditional and emerging, optimized for assisted, self-service and on-site services

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PERSONALIZATION

Drive individual, dynamic citizen interactions with personalized advice and intelligent guidance to capture requests and provide decisions within the process

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COMMUNITIES

Encourage citizen to citizen and citizen to government interactions to address community concerns and leverage citizen ideas

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GUIDANCE

Drive effective self-service with rich, pervasive, self-learning knowledge with natural language search

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EMPOWER

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SOCIAL INSIGHTS & OUTREACH

Understand social trends and sentiment, and reach interest groups and stakeholders with timely information

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SERVICE MANAGEMENT

Rich employee interaction with knowledge, workflow, routing, intelligent interviews & contextual workspace

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UNIFIED DESKTOP

Seamless channel support in a Unified Agent Desktop incorporating CTI, chat, co-browse, email, and more

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ANALYTICS

Deliver role-specific, timely, contextual operational and performance insights supporting action and decisions

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MOBILE SERVICE

Optimize mobile service assignments, routes, tablet and smart phone-based data collection and tasks

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Transform

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INTEGRATE

SOAP, REST API integration, SSO through SAML, Import/Export and more

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CONFIGURE

Pre-packaged self-service widgets, PHP & HTML, tailor automation & work-spaces, extend data model

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SECURE & PERFORM

Mission-critical security, scalability, redundancy and compliance via embassy-grade data centers

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CONTROL

Your cloud, your way: schedule upgrades, monitor instance & utilization, flexible licensing tailored to your business

EXTEND

Supplement your capabilities with additional cloud-based platform capabilities

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99© 2016 Primitive Logic, Inc. Private and Confidential.

Senior DirectorSolutions and Services

Customer & Digital Experience

20 Years of Digital Services and Consulting

Experience

Disney

Sony

Warner Brothers

Universal

Safeway Inc.“I find ways for my clients to more effectively

use technology to reach, engage, and retain

their customers”


Foster/Mentor and Adoptive ParentVentura County, California

Licensed Foster Parent for 7 years

President, Ventura County Foster Parent

Association

Member, California State Foster Parent

Association

Member, QPI/RFA Advisory Committee

Fostered over 80 children mainly medically

fragile and drug-exposed infants

Adopted four children from foster care“I help others be successful caring for displaced

children from my experiences and knowledge”

150+

Employees in

Six Locations

200+

Fortune 500

Clients Served

#17

Top 100 Woman

Owned Business

32+

Years in

business



EXPERIENCE + BUSINESS + TECHNOLOGYFull life-cycle business consulting and technology,

and digital interactive services.


Social Listening and

Audience Segmentation

Digital Engagement

Strategy

Digital Campaign Strategy,

Implementation,

and Monitoring

Targeted Microsites

Foster Parent

SME Knowledge

Integrated

Self-Service Portal

Placement

Management Tool

Foster Parent

Online Support


Legacy approach to recruitment has

traditionally and continually failed to meet

organizational needs across the country –

there has never been enough foster parents

to meet the demand of children in out of

home care.

Legislative and political initiatives are driving

agencies at all levels to remove children from

congregate care and into family foster home

settings – congregate care only when

medically necessary with a defined exit

plan.


QPI and Family First are nationally driving the

need to quickly place children with relatives

whenever possible and those relatives must

be equally trained, vetted, and qualified.

Our community members expect and have

been trained to engage digitally and expect

instant engagement by private and

commercial companies for years


LISTEN & ENGAGE

Identifying the target audience

RECRUIT

Drawing attention

QUALIFY

Helping through the process

FOSTER

Supporting and retaining

(RE ) Engage

FOSTER

QUALIFY

RECRUIT

LISTEN &

ENGAGE

Copyright © 2016 Helix and/or its affiliates. All rights reserved. | Helix Confidential – Internal/Restricted/Highly Restricted

September 21, 2016

Public Sector: Innovation and Disruption


Introductions: The Helix Story• We started as customers. Our founders implemented

Oracle Service Cloud and Field Service as CIO’s, Managers, and Operators prior to launching Helix.

• We have also assembled the deepest, most experienced Oracle CX team. Period. Many with over 15 years experience.

• Leveraging over 700 successful Service Cloud implementations, Helix’s team of Xperts are ready to create world-class customer / citizen experiences leveraging OSvC, OFS, and OPA.

• At the core of Helix is our passion for “Doing what is right for the customer. child” This drives every aspect of our business.

Lowell KnightonVP Business [email protected]

30+ years in customer service / contact centers

mailto:[email protected]


The Questions…

If we can schedule a cable TV install or service call to within 2 hours and re-route install and service trucks on the fly, why can we not do this for a child?

If I can call on a Internet outage and have it tracked prioritized and serviced, why can I not do this for a child?

We can - “Its not that hard anymore”We have a vision. We have a plan. We have technology

Disruptive Innovation - Not reinvention


The Technology - Oracle and Helix

Legacy Data

Helix PCX


A Day In The Life ….. Case Worker / Inspector

• Can see optimized work list and driving route on any mobile device.

• Can view all the history and upcoming tasks for each child or location.

• Supervisor can route the most effective person immediately - needs based on skills and proximity - on the fly.

– The missed appointments can be automatically rescheduled or redistributed.

• All paper work (notes, inspection forms, signatures, pictures, etc.) are all electronically managed and synced.

• Reporting, accountability, risk management …


A Day In The Life ….. Public

• Long term care facility:

– A fast and easy way to access information. QR code

– Can see all location information on a facility.

– Quick access to update or submit a concern.• Be able to be updated via email or text on the progress of the concern.

– Full facility transparency

• Foster care application

– Easy access to all data and forms - integrated eligibility systems and data.

– Comprehensive policy decision engine to guide them on what forms or steps next.

– In depth knowledgebase of resources and information

– Progress updates and monitoring

– Schedule management for meetings and inspections via the web


PCX Process Walk Through

• Phone

• Web / Chat

• QR / SMS

• System driven

• Face to Face

Integrated

Channels Case worker / Inspector

• Optimized Work Schedule

• Turn x Turn

• Pre-check Consistency

• Inspection

• Status & Results

• Inspection Work OrderMobile Forms with

Offline Capability

• Application & Preferences

• Permits & Fees

• Schedule or Reschedule

• Violations

• Issue Certificate

• Annual Renewal

• Notifications

Owner: Self-service

IManage My Stuff

• Channel Preference

• Identified or Anonymous

• Updates / Feedback

• Learn More

Citizen: Concerns

Self-Modern and Easy

• Queue & Assignment

• Action & Escalations

• Scheduling

• Notification

• History

Back Office: Triage Concerns

Knowledge at the

Point of Interaction

Legacy Data

Volenteer / Owner:

Inspection Results

• Pre-notification

• Results Notification

• Remediation

• Extend & Track

• Request Re-inspection

Modern Citizen

Experience

Analytics

• Dashboards

• Reporting

• Key MetricsDrill Down, Export,

Ad Hoc, Push, more…

Helix PCX


Helix: Innovate & Disruptive - “Its not that hard anymore”

Bring Commercial Success to the Public Sector

The Modern Integrated Cloud (up to a 2X Increase)Lower Cost (Oracle cloud and our solutions)Nimbleness - 4-6 month deploymentsSpeed to benefit - modularity configuration

Our Approach is Different…Why not?End-to-end Solutions, not feature & functionResults Oriented…ROI, Safety, Improved ServiceHappy Agencies & CitizensThe Best Stack in the World…Harnessed

The power of a Platform combined with the feel of custom Verticals

Operationalizing Predictive Analytics

Improving Lines of Sight within Child Welfare Practice

Enhance Visibility to Data Lying Dormant?

ENHANCE VISIBILITY IN REAL-TIME

IMPROVE PERFORMANCE WITH FORWARD LOOKING PROJECTIONS

IMPROVE OUTCOMES THROUGH OPERATIONAL PREDICTIVE ANALYTICS

MAXIMIZE RESOURCE UTILIZATION AND PROTECT CURRENT INVESTMENTS

DECISION MAKING

OBJECTIVES REMAIN UNCHANGED

SUPPLEMENTARY TOOLS TO SUPPORT IMPROVED DECISION MAKING• Technology

• Data Science

Data Of InterestSACWIS

Primary Source of Record

Ancillary Data warehouse

• Case Worker Activity

• Provider Utilization

• Risk Indicators

• QA Reviews

• Prediction for Each Child

Mindshare ADXLAnalytical Data Markup

SACWIS DataEducation DataMedicaid DataProvider Data

1. Executive Level Dashboards2. Case Worker Dashboards3. Provider Utilization Tracking4. Applied Predictive Analytics5. Automated Alerting6. Mobile App-Case Managers

Daily View Scorecards

HTTPS 256-bit SSL encryption

Other data sources

Man

aged Service

PCPC

Tablet

Mobile

Maximize the Accountability Chain

• Enhances Decision Making• Consume + Analyze + Report +

Predict • Leaves existing Systems intact• Utilizes SSAE16 / SOC1, SOC2

Certified Data Center

The Mindshare Data Science Process

Real-Time CFSR Management Dashboards

Operationalized Predictive Models

1. Mindshare uses Oracle Business Intelligence Tools

2. Monitor today’s results against benchmarks (agency level and child level)

3. Project 6 months ahead into the future

4. Improve Line of Sight1. Child Level• Provider Level• Case Manager

Level• Agency Level

Predictive Models in Operation

CURRENT OPERATIONALIZED MODELS1. Fatality or Near Fatality Episode

2. Recurrence of maltreatment

3. Re-entry after reunification

4. Delayed Permanency

MODELS IN DEVELOPMENT• Case Manager Turnover

• Student Retention

• Human Trafficking

Measure of effectiveness of the predictive model.

(The greater the area between the curve and the baseline, the better the model)

Area above red line: Model Performance

The needle in the haystack is this 12% failure rate:

Developing an Effective Predictive Model for Re-entry Mitigation

CHILD SAFETY

CHILD WELLBEING

CHILD PERMANENCY

CASE MANAGER AND SUPERVISOR

AGENCY COST SAVINGS

Thank You

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See you again soon

THANKS FORCOMING

technology: it’s how it enhances the experiences and outcomes! · “the cloud” –it’s not...

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