Oracle aplicaciones 3 smart cities concept geoff.

Introducing Oracle’s Solution for Smart Cities

Geoff Linton – Business Development Director

Oracle EMEA Public Sector Industry Business Unit

Oracle Confidential

Copyright © 2010, Oracle. All rights reserved. Slide - 2

Oracle’s Solution for Smart Cities

• Today’s Local Government Landscape

• Local Government IT in the 21st century

• Where Oracle can help

• Why Oracle?

• Oracle Smart City Overview

• Questions

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Copyright © 2010, Oracle. All rights reserved. Slide - 3Slide - 3

IT in Local Government: Today’s Landscape

• Years of modernization with multiple departmental systems

More demanding and tech savvy customers

Applications that cannot talk to each other

All the data (many times over), but not joined up

Critical legacy solutions

Many vendors, repositories, applications, hardware

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34

33

39

40

70

70

67

69

67

70

63

62

48

43

42

39

17

17

Wireless/broadband

deployment

Mobile applications

across departments

Public works/facilites

infrastructure

Public financing

reporting system

Public safety

/interoperability

E-Government

services

High Medium Low

Local Government Officials Are Placing High Priority on

Online Government to Provide Better ServicesPriority IT initiatives(18 to 36 months)

Total Respondents = 154

Key Observations:

Public Safety/Interoperability and

iGovernment Services far outpace the

rest of the field in terms of respondents

declaring them to be high priorities

A large number of city / county

government departments plan to deliver

self-service processes to the citizen

Backend functions are of secondary

interest, but still garner strong support

Only Wireless/Broadband Deployment

shows a low level of interest. This is

likely due to recent controversies over

the failure of many municipal broadband

deployments and the fact that—even at

the high point—only a very few

municipalities were even attempting to

deploy such networks

Number of votes for each Priority Level

Source: INPUT Survey : The State of City and County IT, Nov 3, 2008

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KEY TAKEAWAYS

• Over half the world’s population is urban as of 2008, 2/3rds by 2050

• Asia will contain 2/3rd of the worlds population by 2050• Over 725 cities in Asia with at least 166K and 152 with >

1 Million

• Europe/Middle East will contain the worlds most urbanized populations by 2050

• Over 790 cities in EMEA with at least 166K and 158 with > 1 Million

• Over 489 cities in the Americas with at least 166K

Source: United Nations Population Estimates, 2008

The 21st Century will be the Age of the Megacity

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But Cities Face 21st Century Global Challenges • Urban Poverty & Public Health

• Social safety net, employment & housing development• Combating communicable diseases

• Global Warming• Smog & pollution

• Global Crime & Terrorism• Combating criminal gangs, terrorist cells• Stemming potential increases in crime during economic

downturns

• Beating the Competition• Modernization and extension of infrastructure• Universal baseline K-12 education combined with merit-based

higher-ED systems• Maintaining industry-specific competitive edge

• Making the City More than Viable• What to invest in? What are the priorities for investment?• How to attract business and new income producing citizens

• Effectively Managing Operations• Collecting funds from provincial/state & central/federal government• Transparency and proper local governance and fiscal policy

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Local Government IT in the 21st century

Do more with less � harsher economic climate

More effective and efficient service delivery

More transparency and accountability

Adapt to changing demographics (young, elderly, unemployed)

A modern IT infrastructure that is agile and future-proof

Better use of heterogeneous IT assets

Copyright ©2010, Oracle. All rights reserved. Oracle Confidential Slide - 8

Oracle’s Vision of Local Government IT in the

21st Century

Financial

Administration

Human

Resources

Analytics

6

7

8

Governance, Risk

& Compliance9

External Groups1

Single Point Of Access2

Streamlined City Operations3

Integrated & Shared City Infrastructure4

City

Administration

5

IT Shared Services10

Slide - 9Oracle Confidential

Copyright © 2009, Oracle. All rights reserved. .

Where Oracle Can Help?

A complete end-to-end platform for:• IT infrastructure• Service Delivery Management• Operational solutions• Intelligence

A modular, incremental roadmap for transformationMulti-channel single point of contact Integration & InteroperabilityAutomation of Overhauled ProcessTransparent and accountable governanceDashboards for performance and planning

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Why Oracle?

A large installed base with a successful track record across all Public Sectorverticals.

Pedigree of proven technology, applications and solutions

•Data integration

•Apps connectivity and interoperability

•Solutions for the Public Sector

•ISV applications

Extensive R&D and acquisitions for the most complete portfolio

Show we understand how everyday issues can be tackled, away from the mainstream transactional world of computer systems, from enquiries, to requests, to events, to notifications and the unexpected.

We offer a long-term, survivable and sustainablepartnership

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Oracle’s Solution for

Smart Cities

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Oracle’s Solution for Smart Cities provides the capability to start at any point in the service delivery transformation

• Integrated multi-channel services (self-service web/chat, email, local single number) delivery platform for 90%+ resolution of most government service requests

• Analytics for continuous improvement of service delivery, which services to prioritize, extend, consolidate or even discontinue

• Modernize IT infrastructure to enable integration and interoperability with the city’s existing siloed legacy IT infrastructure to enhance service delivery capability

ENGINE

COCKPIT

CHASSIS

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Oracle’s Solution for Smart Cities Overview

Oracle’s Solution for Smart Cities contains three pillars which can be implemented in any order, based on the requirements and existing platforms for the targeted city

Service Delivery Platform

Intelligence Platform

IT Infrastructure and Integration Platform

1 2 3



Oracle’s Solution for Smart CitiesService Delivery Platform

Service Delivery Platform

OPPORTUNITY• Integrated Single Point of Access to all

City Services and Infrastructure

KEY TAKEAWAYS

• Tiered Interactive Response Services (TIRS) emphasis on self-service and least expensive means of service resolution

• Multi-channel AND integrated: from citizens to government AND from government departments to citizens

• Multivariate intelligence including spatial• Social Network Savvy

Self Service

$Call Centre

$$

Face-to-face$$$$

2

1

KEY PRODUCT SETS

• Oracle’s Solution for Smart Cities Field Service Manager Mobile

• Oracle’s Solution for Smart Cities Citizen Contact Center Siebel CRM, Case Management, Enterprise Policy Automation (EPA)

• WebCenter Portal, BPEL PM, ECM, IDM Suite

1



Oracle’s Solution for Smart CitiesService Delivery Platform

Service Delivery Platform Opportunities & Best Practices

CASE STUDIES

TYPICAL PROJECT TARGETS

• Single Number non-emergency services• Federated constituent services portals

• Transition to transactional services• Integration with SNEN systems• Cross departmental services

• Departmental self-service portals• Integration and streamlining of in-field face-to-

face services with self-service

GUIDANCE

• Start with a Shared Services Process Orchestrated Portal

• Build towards a single Point of Contact• Incorporate Cross-Channel transition capability• Embed Institutional Knowledge & Policy into

Self-Service and Contact Center Agent Services

1



Oracle’s Solution for Smart CitiesIntelligence Platform

Intelligence Platform 2OPPORTUNITY

• Comprehensive dashboards and reports detail how operational services and local authority fiscal management

KEY TAKEAWAYS

• Analytics can be embedded in each department

• Analytics can also be integrated into the service delivery platform case management

• Closes feedback loop on automation of policy and process

• Last mile in accountability and transparency that leads to cultural transformation on both sides

8

KEY PRODUCT SETS

• Oracle’s Solution for Smart Cities Operational Analytics EPM, BI

• Oracle’s Solution for Smart Cities Fiscal Intelligence EPM, BI



Oracle’s Solution for Smart CitiesIntelligence Platform

Intelligence Platform Opportunities & Best Practices 2CASE STUDIES


• Stimulus fund reporting• Response to demands for transparency of

government operations• Shared services and program consolidation

support• Closed-loop service delivery

GUIDANCE

• Use data to make informed decisions by line-of-business

• Transparency of on-going service delivery metrics

• Post program/departmental budgets and results



Oracle’s Solution for Smart CitiesIT Infrastructure and Integration Platform

IT Infrastructure and Integration Platform 3OPPORTUNITY

• Shared services across multiple departments

KEY TAKEAWAYS

• Modernizes underlying IT infrastructure while leveraging legacy investments

• Consolidate applications and investments into new software

• Delivers program resourcing agility• Takes SOA to a whole new level

City Departmental Operations & Infrastructure

Umbrella and Underlying Shared Services

3

4

Human Resources6 Financials7

Analytics8 GRC9 IT Shared Services10

Service Delivery

Platform2

KEY PRODUCT SETS

• Oracle’s Solution for Smart Cities 360 Information Hub MDM, ODI

• Oracle’s Solution for Smart Cities Knowledge Base SES, ECM, UCM

• Oracle’s Solution for Smart Cities Infrastructure Platform RDBMS, RAC. DB Options

• Oracle’s Solution for Smart Cities Integration Engine AIA, FMW



Oracle’s Solution for Smart CitiesIT Infrastructure and Integration Platform

IT Infrastructure and Integration Platform 3OPPORTUNITY


• Legacy & mainframe replacement• Consolidation and shared services• Process automation• Department reorganization

GUIDANCE

• Consolidate and Share ERP• Take a SOA approach to linking up the

existing organizations and their siloed platforms

• Incorporate Role-based Identity Services

• Incorporate Spatial Data Services into Front-Office Line-of-Business & Shared Services

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Oracle’s Solution for Smart Cities Delivers …

The next generation of Call Centers,

SNEN, 311, Citizen Contact Centre, CRM/LG, etc. all

rolled into one

Addresses ever increasing need to

provide citizens/businesses with a single point-

of-contact

Any channel, any purpose

A complete solution bringing together the

best practices and processes from

around the world

Incorporates the breadth and depth of the Oracle portfolio of

open technologies, applications,

middleware and EPM/BI

A modular infrastructure that can

be adapted for any size of operation or

range of requirements that can co-exist with

existing systems.

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Oracle’s Solution for Smart Cities Takes a Building

Block Approach …

1. An industrial strength platform for infrastructure consolidation delivers immediate cost and operational benefits, regardless of the size or scope of your organization

2. A comprehensive portfolio of middleware capabilities to integrate, manage and secure all your legacy and multi-vendor systems

3. A complete suite of back-office andfront-office applications to give a single view of your citizens,employees, assets and contractors

4. Solutions for all city services from Oracle and/or our worldwide network of ISV & Systems Integrator partners to run all business processes

Smart Cities Integrated Intelligence

Non-Emergency

Services (311)

Safe Citie

s

Public Health,

Education & Social

Care

Government to

Citiz

ens Portal

New Age

Infrastructure

Budgets & Assets

Smart Cities Technology Foundation

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• Based on a comprehensive and extensible data schema to co-ordinate and connect processes and data across multiple heterogeneous applications and repositories

• Master Data Management

• Application Integration Architecture

• Siebel Case Management

• A fully geo-coded (SPATIAL enabled) data schema

• Robust and fully comprehensive security model with Oracle’s Fusion Middleware (FMW)

• FMW underpins data integration and cross-application interoperability

• Records, reports and reacts to process and data interchanges to support policy decisions and resource planning

Oracle’s Solution for Smart Cities OverviewInteraction with a Local Authorities leads to wider contact with other agencies and government departments

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SNEN

CRM,

Knowledge

Mgt

SNEN

CRM,

Knowledge

Mgt

View of Citizens & Business

Current Issue Criticality

Contact Information

Interaction / Issue History

Community / Relationships

Integrated, multi-agency, 360 degree view of the citizen with Smart Cities

Consistent Information

Regardless of Agency / Individual

Regardless of Timing

Regardless of Requestor

Regardless of Type / Topic

Constituents

ILM,VLDB,SECURITY

… and Builds a Single Point of Contact for all

Services Delivered

Agencies



The Service Delivery Platform Scales from Large

Towns to Mega-Cities

Level of Integration (Tiers, Departments, Services)

Population Size/Call Center Agents

New York City (311)

Hong Kong (1823)

10 million+/1000+

5 million+/250+

1 million+/100+

500,000+/50+

100,000+/10+

Riverside, CA (311)

Sacramento, CA (311)

Madrid (010)Denver, CO (311)

Bangkok (1111)

Bolton, United Kingdom

Leeds, United Kingdom

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OPPORTUNITY

• Positively change the culture, communications and expectations of constituents …

KEY TAKEAWAYS

• 24 x 7 access to government services without the “city shuffle”

• SNEN services to support mobile users and those on the other side of the digital divide

• Face-to-face meant for up-front personal connection (when needed) and to deal with very complex issues

• Changes the behavior and expectations of constituents

• Closed feedback loop on political policy making through KPIs posted to Constituents

• Constituents don’t have to understand government organization to obtain services but can see a transparent delivery process and accountability


Benefits for the Citizen & Business

1


OPPORTUNITY

• Empowering city officers and department managers with superior tools and service delivery capabilities makes it easier to budget, respond to demand, and allocate/schedule city resources. In turn, a highly responsive administration is more popular with the electorate and can better address the goals of serving their community and helping it grow more prosperous

KEY TAKEAWAYS

• Enables KPIs dash-boarding, analysis and monitoring of service outcomes to support competitive grants and good governance required by state and central government for ARRA funds

• Rapid and detailed quantitative feedback from voters and political contributors can be aligned with key administrative objectives and results

• Changes the behavior and expectations of constituents and government employees from the bottom up

• Rationalize investment in people and infrastructure across municipal departments from the top down


Benefits for the Local Authorities

Legislation and Regulations

City Planning

Revenue Generation and Collections

Intra-Government Communications

5


OPPORTUNITY

• Increase employee productivity and job satisfaction as a result of positive changes to their culture, communications and expectations

KEY TAKEAWAYS

• Seamless integration of response systems: from self-service to call centre to face-to-face and back makes their lives easier

• Request for services can be traced and automatically routed to the right department –they don’t like department shuffles anymore than constituents do!

• Allocation of Government resources responding to requests can be optimized reducing the burden on individual employees

• Information is captured & stored in one place, allowing for greater management analysis and decision making at lower levels

• Upward spiral: new expectations by citizens change the expectations of employees

• Employees leverage technology in commercial ways improving their marketability


Benefits for Government Employees

Self Servic

e$

Call Centre

$$

Face-to-face$$$$


What Local Authorities can achieve with


Working together to improve the quality of life and the economy of your city and local regions

Use ITC to breakdown the barriers of protocol and organization, to become more effective, efficient, economic and transparent

Better services for citizens and businesses

Enhance the local talent and work-skills through state-of-the-art educational and learning services

Help your city become more attractive for tourism and inward investment by making it the place to live and do business ��

��

��

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In Summary, Have you considered these?

Is your government “open” at the times citizens need it?

How do you know whether you are providing a good service to your citizens?

Do your citizens know who to call when they need to access government services?

Are your field officers spending too much time in the office filling paperwork?

Could you service more citizens by working more efficiently?

Are you replicating costly citizen interaction services across your organization?

How many of your inquiries from citizens get forgotten about or go unanswered?

Can you provide statistics on how well all citizens interactions are handled?

Are all your citizen interactions handled consistently and professionally?

Oracle aplicaciones 3 smart cities concept geoff.

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