OPA For Unemployment
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Oracle Policy Automation:
Creating next generation unemployment benefit determinations,
calculations and self service applications
Peter Jeavons, Senior Director, Public Sector Industry Group, Europe, Middle East & Africa
2 December 2009
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Oracle’s Policy Automation
Oracle Policy Automation is focused on modeling, automating and optimizing the implementation of legislation and policy for public sector and other heavily regulated industries
� For 20 years Haley (Oracle’s Policy Automation software) has focused on public sector policy automation
� Dynamic self-service applications and high-volume enterprise automation
� Based on often complex policy and legislation
� Screening, eligibility and payment determinations
� The former Haley Office Rules suite is now Oracle Policy Modeling and Oracle Policy Automation
� The Oracle Policy Automation suite is recognized as a public sector leader by industry analysts
� Customers include the world’s largest government agencies in UK, Europe and North America
� Government agencies use Haley to serve tens of millions of citizens, both online and in batch processes
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• Social services is a critical focus for Oracle• Customers moving from custom software to Commercial off the Shelf (COTS)
packaged applications
• More than 1,100 agencies world-wide, with many expected to modernize their systems within the next two to five years
• With Policy Automation, Oracle will be a leader in social services • Oracle’s ERP and Siebel CRM applications are the leading front and back office
solutions for public sector
• Oracle’s Determinations Engine is unique in its capabilities for Social Services
• OPA is the core determinations engine of Oracle’s social services solution
Oracle in Social Services
Oracle’s Siebel CRM
Multi Channel
Case Management
OPA’sEligibility
Policies, Laws
Circumstances etc
Oracle’s ERP
Payments
AR/AP
Citizens
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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
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•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
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Policy Automation benefits
• 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
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Key Enabler: Policy Isomorphism (Patented)
The Source
Legislation or
Policy
Executable Document in Natural
Language that Business users can
understand and modifyCopy, Paste, Markup
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Key Enabler: Dynamic interactive interviews
•Asks least
number of
questions in most
logical order to
finalize a
determination
•Questions
automatically
created from
source document
without need
for any
programming
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Key Enabler: Determination Reporting
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
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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 Modelling 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
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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
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Key Differentiator: Multi Lingual capability
Model rules in your native
language in Word or Excel
Model rules in your native
language in Word or Excel
•Easily add new verbs as needed•Easily add new verbs as needed
Integrate natural language
questions into any application
Integrate natural language
questions into any application
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Modernising Social Welfare systems at British Colombia
Requirements
• Provide better integration of services and protection of children
• Deliver a single view of the citizen across services
• Enable visibility into service and productivity
Why Oracle
• Leading policy automation, rules determination and case management
• Proven Enterprise platform that is available commercially off the shelf (COTS)
• Business Insight
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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
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Unemployment and related benefits
Overview
• Centrelink is a government agency delivering a range of Commonwealth services to the Australian community.
• Centrelink is set up so people can get the help they need in one place, responsible to Australia’s Department of Human Services
Challenges
• Customer details manually entered from paper form into the mainframe system
• Not user-friendly, with a high level of staff training particularly in mainframe coding
• Repeat visits for the customer with duplication of data collection and process restarts
Business Results
• Reduced training time for new staff
• Significant savings in customer processing times and associated costs
• Reduction in repeat contacts from a customer
• Easier job and business process redesign
• Ability to rapidly extend the system to other payment types
• Consistent service delivery across a greater range of channels
Solution
• Centrelink use Oracle Policy Modeling to capture over 6,000 of their own business policies
• Streamlined customer interviews enable screening and initial data capture for clients using Centrelink offices and call centres
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Kansas Department of Labour (KDOL)
• Initially selected Siebel for use in Call Centres
• Completed successful implementation
• Extended use to Case Management
• Using OPA for weekly certification of all
unemployment benefits
• All eligibility determinations
• All calculations
• Audit trails
• Handling change of circumstances
• Provision of on-line Citizen services
• Replacing modifications in Siebel with OPA
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Oracle Policy Automation:
Live Spanish software demonstration
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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
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Questions