Tag: OOW 2016

Report from CON7138 : Oracle Policy Automation : Overview and Roadmap

Report from CON7138 : Oracle Policy Automation : Overview and Roadmap

Report from CON7138 : Oracle Policy Automation : Overview and Roadmap

There now follows a brief report from the above session, live at Oracle OpenWorld 2016. Obviously in this session, my main goal is to find out the direction of product development specifically user experience, rule editing and integration. It will also be reassuring if we hear of continued effort to make the product available on public and private cloud.

We should also be treated to an inspiring customer success story from the UK : The Prince’s Trust.

Policy Automation Overview and Strategy

All organisations of any size have acres of policies. They may be external rather than internal and yet everything you do is driven or affected by them.

This is a great slide that shows how pervasive policy is, and how OPA can help you interact with your end customer in so many ways – and the customer expects simple and correct advice. The organisation expects to be able to audit and manage the policies to be agile when rules change.

We tend to forget how many categories of stakeholder can have their world positively impacted by OPA.

The consistency of the response and the auditing capability builds trust.

Nice summary of the OPA family members.

It should be noted that the speaker mentioned the integration with Siebel as a connector. Interesting or just a slip of the tongue.

Today OPA is sold as part of the Servide Cloud Suite. Today the majority of the use cases are in the service arena but also in sales. However it can be integrated into any application.

Recent Enhancements

A really important ability introduced in May: save the interview at checkpoints, even start the interview on one channel and finish it on another.

Statistics have been improved to better understand the usages.

Free navigation and policy cousins to facilitate sharing of assets. Here are just some of the enhancements that have been added over the course of the last year or so.

Future Direction

There are four areas of focus. Making the UX as good as possible. Making better management tools. Improving integrations and making OPA available everywhere.

Notice the above picture looks just like Siebel Open UI : because it is a more dynamic and responsive theme for the interview compare to what OPA users are used to today . I see more controls too : toggles, sliders, password fields and more, such as a focus on making the mobile experience the same. Basically I would hope for a good JavaScript framework, maybe Oracle Jet?

There was a video demo and I came away with the impression of a much better UI.

Notice the slider : that will make simulations more intuitive. I also saw grouped controls and dynamic calculated fields.

Sync with Service Cloud . Good for Field Service.

And perhaps the most revolutionary : browser based rule editing and testing! Great for very agile edge cases.

The other news was that the Batch Automation will get a REST API.

Internet of things : I told you ! OPA has a sweet spot for machine data,  being used to analyse and act on the telematics for Service Requests.

Case Study

Now we have a great case study into the work of the Princes Trust. Being a UK citizen I am familiar with the Trust but the audience appreciated the video and inspires us to learn more of their youth programmes aims at getting them into work, education or training.

Approaching the anniversary of 40 years of the Trust, lifting the hood to think about how to prepare the next 40 years, there was a chance for the Trust look at how they service those who want to interact with them. This transformation process found weaknesses in how they do this, and birthed a roadmap that redesigned the customer journey and processes. This three phase program saw part one go live in November 2016. The platform includes OPA, OBI EE, and Service Cloud and Web Center.

Observe how many high business change areas are leveraging OPA for transformation!

OPA is increased quality, raised quality and improved speed of response. The main lesson : get the integrations sorted up front. Second lesson : get good training and clearly define roles (Woohoo!) What a success story. Hats off to Monad and Enigen.

Great session and proof of the continued investment in Oracle Policy Automation.

Report from THT7562 Enhance Customer Experience by Automating Service

Report from THT7562 Enhance Customer Experience by Automating Service

There now follows a brief report from the above session, live at Oracle OpenWorld 2016. It’s time for a complete change of pace now with the Showcase Theater for CX, and an intergalactic voyage with OPA. I wish there were more of these. Our presenter Rob just oozed enthusiasm and fun – and of course product knowledge – but it was so appreciated, I just wanted to shout it out.

Thirty minutes to talk about how the Oracle Policy Automation platform can transform service organisations. The need to make policies drives adoption, but it’s ease of change, management and the quality of the Customer Experience that make the difference in the active organisation. It’s accuracy with efficiency, consistently and transparently auditable.

Spock will be out of a job – no more custom code.

Oracle Policy Automation meets Starfleet Academy. In the far future, CAPTCHA will still be used.

Phaser replacement also gets the OPA treatment.

What a great way to showcase the futuristic natural language processing of Oracle Policy Automation.

And here is the sophisticated rule base from Starfleet being designed in Oracle Policy Modeler.

The most fun Customer Experience session so far. Well done!

Report from [CON7186] Siebel CRM: Managing Public Sector Relationships Through Diverse Channels

Report from [CON7186] Siebel CRM: Managing Public Sector Relationships Through Diverse Channels

There now follows a brief report from the above session, live at Oracle OpenWorld 2016.

Welcome the government of Ontario for an exciting discussion of these customer success stories at the ministries of Education and Transportation. This modernization focused journey aims to transform people, processes and technologies to better focus.

The reader will notice the presence of  Siebel CRM and Oracle Policy Automation and the speaker explained the thousands of rules that are managed, and the agility that OPA brings.

The green screen will be familiar to many in Public Sector :). The client-centric approach that is in the modernisation plan leverages BI to better understand the policy usage.

After the green, bring on the blue! The reader will see Siebel Task-based UI and their application also includes the OPA Connector for Siebel. The challenges that remain are also familiar to many : migrating from multiple disparate systems with fairly open data structures to controlled structure and then mapping all these data structures.

The successes are all driving the client-centric vision.

There are lots of successes but the story is not over;

The roadmap includes strengthening the one record model, increasing OPA usage and service architecture.

The second part of this presentation looks at the Ministry of Education in Ontario. The context is framed with messages coming out of this conference : digital transformation, data for evidence-based decision making.

The slide above provides some practical context. But what were the drivers? Citizens expectation for service delivery was a main driver. The second driver was the need for the data to be made accessible in other government services to make evidence based decisions. Siebel was the key part of the physical investment – and the messages coming out of Oracle in respect of investment in Siebel will have been very reassuring.

An amusing aside – Oracle matrices are always in the 90-95% range.

Of course the slide above does not tell the complete story, but the solutions are driving transformation, and the scalability of the solution will allow other departments and ministries to get onboard.

The multi-organisation nature of Siebel and the experience gained with Siebel now allows new lines of business to be brought onboard to Case Management On Demand. The stack looks like this;

Looking further towards the increased scale, there are lots of opportunities, reminding us of the key concepts of digital transformation and data sharing.

There are of course many challenges in the journey.

Interestingly the arrival of Open UI and the renewed investment in Siebel by Oracle seem to have arrived at the right time, not just Open UI for the UX but also to enable a much higher accessibility rating (93%)  compared to with HI (63%). We end on some screenshots:

Great work and great focus!

Report from CON7086 Harnessing Technology for the Modern Utility

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.

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