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Published by: Shanti Bollina on Dec 06, 2010
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Oracle’s policy automation solution allows social services agencies
• Rapid transformation of

to service citizens and clients fairly, efficiently, and consistently while maintaining full compliance with laws and regulations. Oracle’s policy automation solution consists of two products: Oracle Policy Modeling and Oracle Policy Automation. Oracle Policy Modeling, which is used to transform policy documents into an executable form, provides a complete natural language, ruleauthoring environment fully integrated with Microsoft Office. It includes debugging, regression testing and policy simulation, and what-if analysis for policy changes. The rules are then deployed to Oracle Policy Automation for complex eligibility and assessment determinations and calculations. Built for service-oriented architectures (SOAs), Oracle Policy Automation also includes guided interactive questionnaire capabilities.
The Challenges Facing Social Services Agencies

complex policy documents and manuals into executable form

Ability to support multiple channels (web, call center, face-to-face) with a single version of the policy rules generated and personalized questionnaires

• Online intuitive, dynamically

• Easily configurable interface

to support any language
• Detailed eligibility reporting

Easy to integrate into call center or back end solutions, including Siebel CRM
• Meets government

accessibility standards, including s508

• Ability to manage complex

Social services agencies face innumerable challenges in delivering services that meet public expectations. With competing budget priorities and greater demands for accountability, agencies need to look at new ways to deliver their services more efficiently. A skill shortage, a retiring workforce, and higher training costs compound the problem. IT departments are often not prepared to develop or modify systems and services at the same pace that changes occur in legislated policy. Business logic deeply embedded within complex legacy systems contributes to a slow time to market. In addition, agencies can face penalties from funding bodies based on noncompliance and program ineffectiveness. In most social services organizations, the biggest bottlenecks to implementing policy reform are the time and cost associated with updating the IT systems required to deliver new or changed policies. Oracle’s policy automation solution empowers social services organizations to address these issues with confidence. Each agency can develop rules and logic built upon the actual texts of the governing regulations and statutes. The rules and logic address the specific needs of the agency delivering the services or benefits and can be easily adapted to meet changes in laws as well as changing eligibility rules.

eligibility, calculations and changes of circumstances
• Ensure clients quickly receive

the right entitlements regardless of policy changes

Transform service delivery and reduce burden on call centers, drastically reducing costs provided by contact centers

• Improve accuracy of advice • Deploy a proven eligibility

screening solution that integrates across government applications while preserving legacy investments
• Support non-English speaking



1 • Increase transparency and accountability. 2 .oracle. Even when there are multiple changes to a person’s circumstances and the applicable policy across the life of a social services case. It also applies a legislated change occurring during the same period that adjusts the marital status required to receive a particular benefit. For example. In addition. and Circumstances” at http://www. and rules are written and maintained using familiar business software.ORACLE DATA SHEET The Benefits of Oracle’s Policy Automation Solution The distinct advantages of Oracle’s solution for the capture. and offer citizen self-service. improve call center performance. Oracle Policy Automation features Web-based. and regulations using Microsoft Word and Microsoft Excel. This reduces both the amount of training required and reliance on technical staff because no scripting or programming is needed. Oracle Policy Modeling’s unique natural-language authoring capabilities allow government subject matter experts to develop rules directly from complex legislative text. and execution of policy include the following: • Easily determine eligibility. Detailed audit reports— automatically generated—allow you to view. • Integrate with major platforms.pdf. Oracle Policy Automation makes it possible to easily manage changes in both personal circumstances and policy rules that occur over time. close partnerships with leading consulting firms and system integrators ensure that the solution is implemented correctly and works with existing applications.com/industries/government/pdfs/oraclehaley-manage-complex-wp. management. with all the attendant related updates. • Empower business users. offer consistently high call center performance. Oracle’s policy automation solution ensures that benefits are correctly applied. 1 For more information on this capability. This results in greater trust between government and its citizens significantly reducing complaints and appeals. Oracle’s policy automation solution supports a broad range of platforms that include Oracle’s Siebel Case Management and other SOA-compliant case management systems. and boost the confidence and self-service capabilities of citizens. Rates. and justify each step of the decision process. interactive questionnaires that allow your organization to quickly and transparently deal with eligibility determination. document. policy documents. refer to the Oracle white paper titled “Temporal Reasoning: Manage Complex Changes in Rules. the solution allows for changes in a citizen’s marital status from single to married to divorced. • Manage changing policy rules.

By enabling what-if analysis of proposed amendments. or veterans’ assistance • Entitlement calculations including fully retrospective determinations that span multiple versions of legislation. regulations. Oracle Policy Automation is fully compliant with SOA. the highly scalable Oracle Determination Engine delivers the impressive performance which the largest public sector enterprises demand. including: • Eligibility determinations for any social services program such as labor. you can analyze the impact of change. regulations and policy • Overpayment and underpayment calculations. Comprehensive testing and policy simulation capabilities within Oracle Policy Modeling allow you to pinpoint the impact of proposed legislation. as well as ensuring that policies are optimally targeted to achieve government aims.ORACLE DATA SHEET • Assess impact of policy changes. Oracle Policy Automation uses a common rule document format for all deployment options. Being prepared for change results in more consistent service delivery. disabilities. so agencies can easily reuse written policy rules within multiple applications and across different communication channels. health. housing. Social Services–Specific Applications Oracle’s policy automation solution was originally developed to cope with the significant complexity associated with social services. • Meet demanding performance standards. social services agencies can use the solution to handle any of their rule-intensive determinations. pensions. Specifically. child support. even where the calculation spans multiple versions of both rules and citizens’ circumstances • Risk categorization and customer segmentation 3 . Based on patented linear inferencing technology that maximizes the use of large processor memory caches. • Reuse business rules. and policy changes. careers.

without our prior written permission. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International. Oracle’s policy automation solution allows agencies to quickly and accurately calculate benefits and obligations. rates. 0110 4 .ORACLE1 in North America to speak to an Oracle representative. This document is not warranted to be error-free. Oracle and/or its affiliates. Internal Revenue Service City of Calgary Australia Commonwealth of Massachusetts.800.) Danish Tax (SKAT) Child Maintenance & Enforcement Commission (CMEC) Americas U.) Swedish Social Security Legal Services Commission (U. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. Other names may be trademarks of their respective owners. please visit oracle.ORACLE DATA SHEET RELATED PRODUCTS Social Services Customers The following table shows a few of the public sector agencies using Oracle’s policy automation solution: Public Sector Customers Europe Oracle’s policy automation solution allows government subject matter experts to create rules and author business logic that is used in complex benefit calculations. When rules. nor subject to any other warranties or conditions. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. for any purpose. HM Revenue & Customs (U. Opteron. the AMD logo. Death & Marriages Contact Us For more information about Oracle Policy Automation. All rights reserved. Registry of Motor Vehicles British Columbia Department of Immigration and Citizenship Department of Veterans’ Affairs NSW Department of Community Services Centrelink Department of Premier and Cabinet (New South Wales) WorkCover New South Wales Inland Revenue (NZ) NSW Attorney General’s Department – Birth.K. and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. Copyright © 2010. electronic or mechanical. Inc.K. whether expressed orally or implied in law. Oracle and Java are registered trademarks of Oracle and/or its affiliates.com or call +1. UNIX is a registered trademark licensed through X/Open Company.K. This document is provided for information purposes only and the contents hereof are subject to change without notice. or citizen circumstances change. AMD. Oracle’s policy automation solution integrates with Oracle Siebel Case Management—part of the Siebel CRM suite—so governments can better service citizens and easily determine benefit eligibility. including implied warranties and conditions of merchantability or fitness for a particular purpose. This document may not be reproduced or transmitted in any form or by any means. Ltd. Ministry of Defence Swedish Tax Dutch Government Real Estate Agency (RGB) Dutch Statistics (CBS) UK Border Agency U.S.

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