knowledge worker enablement on premises and in the cloud
TRANSCRIPT
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
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Knowledge Worker Enablement on Premises and in the Cloud [CON7002] | 29th October, 2015
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
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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
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Knowledge Worker Enablement on Premises and in the Cloud [CON7002] | 29th October, 2015
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
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Knowledge Worker Enablement on Premises and in the Cloud [CON7002] | 29th October, 2015
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.
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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
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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
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Knowledge Worker Enablement on Premises and in the Cloud [CON7002] | 29th October, 2015
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
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Knowledge Worker Enablement on Premises and in the Cloud [CON7002] | 29th October, 2015
I was born on-premise….
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
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
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Knowledge Worker Enablement on Premises and in the Cloud [CON7002] | 29th October, 2015
…and I am moving to the Cloud
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
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)
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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?
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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)….
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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
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Knowledge Worker Enablement on Premises and in the Cloud [CON7002] | 29th October, 2015
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
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Knowledge Worker Enablement on Premises and in the Cloud [CON7002] | 29th October, 2015
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
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
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Knowledge Worker Enablement on Premises and in the Cloud [CON7002] | 29th October, 2015
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
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Knowledge Worker Enablement on Premises and in the Cloud [CON7002] | 29th October, 2015
Police InvestigationOracle product usage in specific areas
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 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
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Knowledge Worker Enablement on Premises and in the Cloud [CON7002] | 29th October, 2015
Police InvestigationPortal example
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Knowledge Worker Enablement on Premises and in the Cloud [CON7002] | 29th October, 2015
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
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Knowledge Worker Enablement on Premises and in the Cloud [CON7002] | 29th October, 2015
Mortgage handlingOracle product usage in specific areas
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
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
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Knowledge Worker Enablement on Premises and in the Cloud [CON7002] | 29th October, 2015
Mortgages process
Sales Origination Fulfillment
IntakeDetermine customer
needs
Provide quote
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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
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Example Use Case – Oracle Cloud Components
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Oracle Cloud Components
Mobile Cloud
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Knowledge Worker Enablement on Premises and in the Cloud [CON7002] | 29th October, 2015
Oracle Cloud Components
Mobile CloudOn-Prem Case Management Process Cloud
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Knowledge Worker Enablement on Premises and in the Cloud [CON7002] | 29th October, 2015
Oracle Cloud Components
Mobile CloudOn-Prem Case Management Process Cloud
Service Cloud
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Oracle Cloud Components
Mobile CloudOn-Prem Case Management Process Cloud
Service CloudBI Cloud
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Oracle Cloud Platform for Case Management
Mobile CloudOn-Prem Case Management Process Cloud
Service CloudBI Cloud
Conclusion
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Knowledge Worker Enablement on Premises and in the Cloud [CON7002] | 29th October, 2015
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
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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
www.sogeti.comwww.capgemini.com
The information contained in this presentation is proprietary. It is for intermediary use only.Copyright © 2015 Capgemini and Sogeti. All rights reserved.
Rightshore® is a trademark belonging to Capgemini.
No part of this presentation may be modified, deleted or expanded by any process or means without prior written permission from Capgemini.
About Capgemini and SogetiNow with 180,000 people in over 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2014 global revenues of EUR 10.573 billion. Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide delivery model. Learn more about us at www.capgemini.com.
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