Report from CON7086 Harnessing Technology for the Modern Utility

There now follows a brief report from the above session, live at Oracle OpenWorld 2016. As ever the main reason for being at this session was to see how Utilities are using the Oracle CX platform and in particular Oracle Policy Automation in new and innovative ways.

It was nice to be back in a real session after all the hyperbole and rockstar stuff of the Sunday night Keynote. The Public Sector being such a broad brush it is fascinating to see the different approaches. So learning about how Maui and Kauai changed how citizens interact with the counties is a great way to start, and of course water is such an important and sensitive resource in this case. The nature of how they interact with government will be revolutionised from a legacy and traditional paper-based conversation. The solution is cloud-based which integrates the Oracke Utilities solution with OPA and many other Oracle cloud-based applications. Such a broad integrated approach is rare if not unique, and fits with the nature of the organisation, the lack of personnel and infrastructure.

The session got off to a difficult start since there is no projector. Astonishing that such issues are hitting OOW on day one. So we now go into a set of questions and answers. The questions are prepared in advance but I hope to be able to get one in. An indicator of the depth of revolution – In terms of functionality Service Cloud was allied to SMS enablement to let customers in distant areas communicate with the government, and Field Service routing went from paper to electronic. Customers who paid with cash and had to physically go to an office to pay now will use cellphones or websites. This truly is a great initiative.

I got my question into the mix. How was Oracle Policy Automation used in this revolution?

Oracle Policy Automation was used in as part of this wide program. A dynamic Oracle Policy Automation Interview was designed to manage permit requests and to help  identify customer types. Coming in the future OPA will also be used to help store and define policy rules in respect of permits and ordinances.  Furthermore OPA will be used to manage service provision, for example interaction with an interview will trigger start or stop service orders through integration with the Integration Cloud Service and the utilities application.

A shame that we didn’t have any presentation but a great session. Sadly only 20 people myself included.