Using Oracle Applications in

Case Management
November 3rd 2011

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 Contents

Introduction to case management with Oracle applications

Example of customer-oriented case management
Success factors for case management programs

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 What is Case Management?
Case Management is simply defined as the creation and movement
of an electronic case through its lifecycle.
Case Management Lifecycle

Capture Assess Decide Monitor

Industry examples of Case Management include:

Banking: Loan Application/Origination, New Account initiation
Healthcare: Patient and medical records management
Insurance: Claims processing
Legal: Matter Management
Health and Life Sciences: Drug application/ review, R&D support
Government: Social Services Application, Law Enforcement
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 Case Management solutions
provide benefits by automating
and re-engineering processes
Case Management solutions provide business benefits by
automating and re-engineering case related business processes.

Solutions allow businesses to:

Lower costs by making content electronically accessible
Improve service quality
Simplify collaboration and decision-making
Improve process agility and flexibility
Increase data consistency and accuracy
Implement retention procedures

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 Different situations need
different approaches for case
management
Case management has several variations
Document-oriented case management
focuses on managing documents and their
flow through the organization
Process-oriented case management
focuses on managing the variations and
complexities in the case management
process
Customer-oriented case management
focuses on customer information and
customer interactions throughout the case
processing

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 Document-oriented view of case
management focuses on
processing documents
Paper documents Virtual documents/files Electronic documents
Incident reports Composite documents or E-forms
files with multiple related
Pictures, images elements Notice of removal
Drawings Benefit reports
Virtual
Crime Lab reports Case File Criminal record

Scanning and Internal & external

imaging data systems

Search structured
data systems
Search unstructured
data systems
Centralized
Computer-generated
documents (reports) content Records archive,
security, and storage
repository
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 Customer-oriented view of case
management focuses on
structured customer data
Customer interactions Customer analysis Customer data
Business rules and E-forms
Calls, electronic automatic analysis based
interactions on multiple data sources Customer data
Electronic documents Customer service history
Scanned pictures, images Trusted data sources

Internal & external Internal & external

data systems data systems

Search structured
data systems
Search unstructured
data systems
Customer
Computer-generated
documents (reports)
relationship Records archive,
management security, and storage
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 Oracle applications provide
solutions to different types of
case management
Oracle has several products that can be used to create the right
case management solution for the need. The solution can be
complemented with other products.
For document-oriented For process-oriented For customer-oriented
case management case management case management

Oracle SOA Oracle SOA Siebel Case

Suite Suite + BPM Management
+ + +
Oracle UCM Oracle UCM Oracle UCM

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 Contents

Introduction to case management with Oracle applications

Example of customer-oriented case management
Success factors for case management programs

Copyright 2011 Accenture All Rights Reserved. 9

 License application process is
used to illustrate customer-
oriented case management
The initial process is document-oriented and manual

Capture Assess Decide Monitor

Customer The officials The officials The officials

applies for a evaluate the make a monitor that
license by application decision and the license is
filling an and request communicate used
application additional it to customer correctly
form information

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 The example process is
transformed using a set of
Oracle applications
Capture Assess Decide Monitor

Case management: Siebel Case Management

Self-service portal: Oracle WebCenter Portal

Rules engine: Oracle Policy Automation

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 The foundation is Siebel case
management system that
automates many process steps
Capture Assess Decide Monitor

User creates Electronic The decision The system

the case case flows is made monitors
directly to through the directly in the events and
the system process system due dates
Data Work queues Automatic Automatic
validation and workflow document reminders
generation
Automatic Data fetched
document automatically
generation from external
data sources
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 Oracle self-service portal gives
flexibility and speed to
customers and reduces costs
Capture Assess Decide Monitor

Authenticated Self-service The decision Customer

customer acts as a is published can inform
creates the communication to self-service about
case in self- channel during and customer changes
service the process is notified through self-
service
Saves time Automatic Automatic
for customers interaction notification Automatic
and officials history and informing processing
of updates
24/7 service Faster turn-
availability around time
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 Oracle policy automation further
automates and enables major
re-engineering of the process
Capture Assess Decide Monitor

Rules engine Rules engine Rules engine Rules engine

checks the determines the prepares the evaluates
application next steps decisions the events
Immediate Process Full Easier
feedback of compliancy automation of maintenance
next steps clear cases of rules
Standardizes
Indication of ways of Pre-checking
possible working for manual
decisions decisions
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 The transformed process
provides customers faster and
better service with lower cost
Capture Assess Decide Monitor

User creates Electronic case Rules engine The system

the case flows through prepares the monitors
directly to the process and decisions and events and
the system rules engine they are due dates
or customer determines the made directly with rules
creates it in next steps in the system engine
self-service
Communication The decision Changes are
Rules engine is facilitated by is published processed
checks the self-service to self-service through self-
application portal and customer service
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 Contents

Introduction to case management with Oracle applications

Example of customer-oriented case management
Success factors for case management programs

Copyright 2011 Accenture All Rights Reserved. 16

 Pick the right IT tools for the
goals
Case Management solutions provide business benefits by
automating and re-engineering case related business processes.

Solutions allow businesses to:

Lower costs by making content electronically accessible
Improve service quality
Simplify collaboration and decision-making
Improve process agility and flexibility
Increase data consistency and accuracy
Implement retention procedures

Copyright 2011 Accenture All Rights Reserved. 17

 ... and manage the case
management program itself as a
business
Success factors for a case management program
Customer Centric
Customer identification,
segmentation, prioritization
Responsibility for
information creation
Investment Driven
Understanding full costs,
return, risks

Outcomes Focus Measurement

Value provided Mentality
Measuring, attaining, Managing quality, costs,
sustaining timelines, and people
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