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

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 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 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
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….
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
Integration Design
Roles &
Cross Functional
Design category
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
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
Integration Design
Roles &
Cross Functional
Design category
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 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
Integration Design
Roles &
Cross Functional
Design category

Court case
Prosecution case
!  Defense case
!  Prosecutor case
Police case
!  Investigation
!  Warrant case
!  Crime case
Police Investigation
!  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

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
Integration Design
Roles &
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 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

Portal example

Mortgage handling
!  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
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
Integration Design
Roles &
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

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
!  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:
leon.smiers@capgemini.com
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:
prasen.palvankar@oracle.com
http://twitter.com/lprasenp
Manas Deb
Business Leader, Capgemini/
Europe/Cloud Choice
Email:
Manas.deb@capgemini.com
Mob.: +49 151 40251850

www.sogeti.com
www.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 Sogeti
Now 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.
Sogeti is a leading provider of technology and software testing, specializing in
Application, Infrastructure and Engineering Services. Sogeti offers cutting-edge
solutions around Testing, Business Intelligence & Analytics, Mobile, Cloud and
Cyber Security. Sogeti brings together more than 20,000 professionals in 15
countries and has a strong local presence in over 100 locations in Europe, USA
and India. Sogeti is a wholly-owned subsidiary of Cap Gemini S.A., listed on the
Paris Stock Exchange.

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