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

2 Copyright © 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 Oracle On Premise and in the Cloud

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

5 Conclusion



Introduction

Create blueprint and setup

author team Find publisher Investigate Write

material Finish book

Author runs out of time

New findings

Review feedback

We go for the book

Contract signed

Draft finished Book delivered

at publisher Change

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 knows, known unknowns…and unknown

unknowns’ !  Knowledge workers support decision making during case execution



What are the commonalities amongst case execution in different industries?

Horizontal/Common Employee onboarding Customer onboarding AP and AR processing Facilities management Order/Complaint/service exception management Proposal and bid management Trade and contracts management GRC (Compliance tracking and reporting) Complaints

PS + Social Services Benefits eligibility Grants management Tax returns processing Unemployment/Welfare services Information request processing Patent application processing Permits & operator licenses Environmental safety monitoring Child protection/Substance Abuser Help/HIV Advisory Disaster relief Terror/Epidemic threat handling Adverse incident tracking in clinical trials

Financial Services New account opening Loan origination Investor servicing Dispute resolution Wealth management Corporate communications Regulatory reporting Fraud and money laundering investigations M&A services Stock market listing Fraud management

Insurance P&C claims processing Underwriting & risk management New account opening Policy management

Legal + Police Legal practice management, time tracking and billing eDiscovery and case information management Docketing and court proceedings coordination Criminal investigation Mandatory information collection (e.g., biometrics)

Energy & Utilities Process safety management FERC eTariff (US) Project and transmittals management Healthcare

Member enrollment Payer claims processing "Continuum of care" coordination Legal contracts management Policy and procedure management



Forrester Case Management classifications

Service Request

Incident Management

Investigative Handling

!  Customer facing !  Contains complex

interactions with the customer.

!  Predictable case flow !  Knowledge work

needed in specific predefined areas

!  Aimed at solving a 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 by special events

!  Internal communication is the key for success in 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

Knowledge work



Standardized case flows for Service Request, Incident and Investigations

Customer

First line of contact

Case Owner

Case Worker

Assess & Assign Share results Create case Finalize

Intervene

Worker

Worker

Worker

Receive customer

information

Ask for update

Discuss result

Events Flow of Activities Roles

Loop of investigation and discussion for different milestones

Create result

Appeal Reopen

Discuss result

Start investigation [Investigative pattern]

Intervene Check Time-out

Example of Service Request



Standardized Case management design components

Case Lifecycle Design category

Case flow/ Process design

Event design

Rules design

Case information Design category

Data design

Document & media design

People relationship

design

Case Interaction Design 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


Data design


People relationship

design



design

Channel design


Integration Design



Siebel

Oracle BPM/ACM

Oracle Policy Automation

Oracle Business Rules

Oracle Event Processing

Oracle Real Time Decisioning

Oracle Database

Oracle Webcenter Content

Oracle Customer Data Hub

Oracle Product Hub

Oracle Webcenter Portal

Oracle BAM

Oracle ADF

Oracle MAF

Oracle SOA Suite

Oracle IDM



…and I am moving to the Cloud



Event design

Rules design


Data design


People relationship

design



design

Channel design


Integration Design



Oracle Service Cloud

Oracle Process Cloud

Service Cloud Policy Automation

Oracle IoT

Oracle SOA Cloud

Oracle Integration Cloud

Oracle Messaging Cloud

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 Social Network



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

Arrange loan car

Handling repair Settle claim



Insurance claim handling Oracle 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

Case LifecycleDesign category

Case flow/Process design

Event design

Rules design

Case informationDesign category

Datadesign


People relationship

design

Case InteractionDesign category


design

Channel design


Integration Design

Roles &Authorization Design




Court case Prosecution 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 person

DILO 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 existing police investigation cases

Incident !  Crime/event

recording



Police Investigation Oracle 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 with Oracle 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 Investigation Portal 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 handling Oracle 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



Mortgage handling – DEMO Operational Excellence model, simplified model

Activity Technology A Customer enters the information to acquire a mortgage through the web

!  Node.js Cloud or !  ADF on top of Java Cloud

After filling in the information a mortgage case is created !  BPM/ACM on top of Java Cloud

A series of automated checks is executed

!  SOA Cloud •  BPEL for automated process handling •  OSB for integration

!  Integration cloud for point-to-point connection

The customer information is validated against policies !  SOA Cloud – Business Rules or !  Service Cloud Policy Automation

In case of exceptions direct interaction if required with the customer

!  Process Cloud for extra simple questions !  Or direct contact with the customer

A proposal is shared with the customer !  Document Cloud

Sales Origination Fulfillment

Conclusion



Conclusion

!  We observed that knowledge work and case management gohand-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 Smiers Solution Architect Oracle BPM/Case Management/ PaaS Oracle ACE

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

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

Prasen Palvankar Senior Director Product Management Cloud Industry solutions

Email: [email protected]

http://twitter.com/lprasenp

Manas Deb Business Leader, Capgemini/Europe/Cloud Choice

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

www.sogeti.com www.capgemini.com

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