Oracle 政策自动化解决方案 在公共部门中的应用 Heike Lorenz 全球产品营销总监
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议题 政策敏捷性和合规性方面的挑战 使用Oracle 政策自动化解决方案迎接挑战 客户成功案例 Challenges in Policy Agility and Compliance 10 mins Meeting the Challenges with Oracle Policy Automation 20 mins Customer Success Stories 20 mins

动态立法要求政策自动化 5 政策 复杂性 要做出准确、一致的决定是越来越难了 变化 越来越快 政府为满足短期目标不断改变政策 预算压力 期望我们不断创新，少投入多产出 透明性需求 来自公民和媒体的压力，要求证明符合 政策和标准 5

有哪些需求？ 跨渠道的一致性 Ties back to policy complexity. Getting consistent answers across channels is becoming more difficult as policies and laws become more complex. Training staff to consistently and accurately apply all policies and laws in every interaction is not feasible. We need to assist them.

跨渠道的一致性 合规性 Government agencies are increasingly being required to report statistics on the application of policies and laws. These are impossible to provide without readily accessible data to back them up. Your solution needs to provide and record detailed explanations behind every decision made.

跨渠道的一致性 合规性 易于更新 Ever changing laws. Cut costs because business user can maintain.

跨渠道的一致性 合规性 易于更新 管理复杂性 Sometimes rules are just complicated. Dealing with laws that vary for each state or jurisdiction. Different policies with different suppliers. Legislation that has been layered over time.

跨渠道的一致性 合规性 易于更新 管理复杂性 个性化 Laws and policies always need to be applied to a How does all this complexity apply to me? Let me explain my circumstances to you (or even better you tell me what you already know about me) and give me tailored advice telling me exactly what I need to know. Photo: If you are large business, you have a big crowd of customers. But the more you can treat everyone in the crowd is an individual, the more they will feel appreciated and understood by your business, leading to better results over time.

使用 Oracle 政策自动化解决方案迎接挑战

Oracle 政策自动化解决方案是 一个企业政策自动化平台， 可帮助组织捕捉、管理和部署 所有渠道的复杂政策 Oracle Policy Automation is an enterprise policy automation platform that enables organizations to capture, manage and deploy complex policies across all channels resulting in rapid deployment of solutions, cost savings, reporting compliance, and increased customer satisfaction

收集 政策 协作 建模 自动化 分析 更新 收集 从各自独立的群体（如政策专家、知识工作者或历史遗留系统）收集信息

建模 政策 协作 建模 自动化 分析 更新 收集 用业务语言对政策进行定义和建模； 在部署之前进行模拟和验证

建模 政策文件原文 用自然语言对业务规则和 法规进行建模

自动化 政策 协作 建模 自动化 分析 更新 收集 在所有相关的业务领域和应用（包括自助服务、呼叫中心和后端业务流程）部署和实施政策与控制

部署 用自然语言对业务规则和法规 进行建模 跨渠道和流程进行部署

建模 收集 自动化 更新 分析 协作 分析 在真实商业环境下监视和分析政策的影响 政策 Understand policy scenario impact Use real or generated data Compare and share the results Designed for business users

实时分析决策 为审计需求生成决策报告

分析政策变化 通过政策建模实现业务优化和洞察力 假设分析 覆盖报告 政策分析 批处理 确保新法律法规的正确性 评估政策变化的影响 轻松分享分析结果 大容量的政策处理 使用现有的数据源 利用典型的 BI 工具 了解实践中采用了哪些政策 确保在部署所有政策之前对其 进行测试

更新 政策 协作 建模 自动化 分析 更新 收集 根据分析结果、新法规以及不断变化的业务优先级更新政策

Oracle 政策自动化解决方案的组成部分 Oracle Policy Modeling Oracle Policy Automation OPA 连接器 使用 Word 和 Excel 对政策建模 设计Web交互界面 分析和测试 Web交互门户 SOA 集成 批处理 API Siebel CRM OD SAP … 其他管理软件和流程 中间件 CRM、HCM、ERP 同类最佳、历史遗留 内部部署、云部署 数据库

政策自动化解决方案的部署选择 内部部署和云部署 What is Oracle Policy Automation? OPA is an end-to-end solution for capturing, managing, and deploying complex legislation and other document-based policies across channels and processes OPA provides A desktop modeling experience for policy experts Web-based advice for customers and agents A management console for tracking and deploying policy versions A web service for integrating determinations with other processes

使用 Oracle 政策自动化解决方案的典型成果 与传统方法相比 每个案例的联系次数 从 3 下降到 1 座席培训时间从 60 天 缩短为 5 天 政策落实时间变为几 天而不是几个月 投诉和错误数量减少 了一半

迎接挑战 Oracle 政策自动化解决方案应用示例 税务 整理专家的税法解释 提供自助服务方式的税款计算器和在线指导 计算复杂的税务责任 公共福利 为所有的福利项目提供预先的筛选建议 确定利益、赔偿及其他款项 提供详细的建议信 移民、边境检查 提供在线签证自助服务 向海关官员提供最新的政策帮助 医疗保险 就医资格预审 计算符合条件的补偿 儿童福利 提供跨机构儿童保护指导 人力资源和养老金 对于复杂问题，为员工提出个性化建议 养老金预测和其他计算 9:09 Three examples: Call center benefits (like Centrelink) 2. Self-service tax calculators (like IRS) Withholding, employment, residency, sales tax 3. Medical treatment claims (like DVA, Swedish Social Care) Veterans compensation, dental claims Policy advice system Welfare advice system Citizen self-service platform Health management platform

客户成功案例

“我们使用 Oracle 政策自动化解决方案建立了先进的税 收政策咨询系统。借助这个新的智能系统，我们能够更 好地为纳税人提供更加完整和权威的咨询服务。” 纳税服务处处长 江苏省国家税务局 详情见： http://apacmediacentre.oracle.com/content/detail.aspx?ReleaseID=5593&NewsAreaId=2

江苏省国家税务局 税收政策智能咨询系统 解决方案 税务咨询自助系统 能够在线检查税收权利、义务及法规 提供 7 个税种的 110 个主题 结果 减少了开发时间和成本 提供更准确的信息 简易快速的变化过程 增加透明度和减少投诉 Self-service tax advice system Citizens and businesses can check for their tax benefits, liabilities and regulations anytime anywhere through the internet. There are 110 topics organised into 7 tax categories: value-added, consumption, corporate income, non-resident, vehicle purchase taxes, export tax rebate and taxation-related management. Results: Reduced development time and costs More accurate information provided to the interested parties Easy and rapid change process for the contents of tax information The system helps make tax regulations transparent to public and reduce appeals

美国联邦税务局 税务咨询系统 解决方案 提供自助服务和呼叫中心的税务咨询系统 一致的税务咨询 为 256 个呼叫中心和 54 个服务中心的 20000 多个客服代表提供 105 种税法分 类 结果： 提升了业务专家的服务能力 提高了灵活性 提高了敏捷性 It is a bureau of the Department of Treasury Collects approx. $2.4 trillion in tax revenue that funds most government operations and public services 100,000+ employees Has a budget of approx. $11 billion Spends only 40cents for each $100 it collects Processes approx. 225 million tax returns One of the worlds most efficient tax administrators Empowered Subject Matter Experts Build and change policy without having to rely on IT Eliminated interpretation errors with subject matter experts controlling the solution OPA provides a knowledge repository to capture experience Greater Flexibility Policies can easily be modified by non-IT personnel Able to apply complex rules to individual taxpayers’ circumstances Improved Agility Significant reduction in time required to transform IRS policies into an active form

澳大利亚入境事务处 移民咨询系统 解决方案 强大的签证和护照资格咨询自助系统 业务用户驱动的解决方案，允许捕捉、部署 和维护 结果： 加快了签证处理速度 自助服务使用量大大增加 呼叫量已大幅减少 降低了员工技能差异方面的风险 The Department of Immigration and Citizenship (DIAC) manages the permanent and temporary entry of people to Australia It has an annual budget of A$1.2 billion.DIAC employs 7,000 staff in 80 locations worldwide and respond to more than 30,000 calls each week, grant 3,000 visas, and process one person per second across Australia’s borders. 58 visa subclasses modelled – covering 98% of applications made. Greatest success of entire SFP project to date. Received 3 awards for excellence in Government service delivery. More than 10,000 hits per day. Massively reduces load on call centres. The decision support system has implemented 1,500 business rules and is being used to process more than 750,000 visa applications annually. Reduced Risk of Variation in Staff Skills The Oracle system reduces the risk of variations in staff skill levels, which can slow down the visa application process. As a result, the department is providing a better quality service to clients

马萨诸塞州机动车辆管理部 消除重复访问 许可证咨询系统 解决方案 许可证和身份自助系统 提高了 600 万 客户的 满意度 折返率 接近零 150 万客户使用网上自助 服务 减少了 30％ 的办事时间 减少了呼叫中心的呼叫数量 减少了 欺诈和 身份盗窃 解决方案 许可证和身份自助系统 确保减少用户折返的次数（来一个办成一 个）, 缩短办事时间，把工作重心更多地放 到欺诈检测上 结果： 减少了排队等候 自助服务量显着增加 大大提高了客户满意度 RMV serves almost 6 million customers at branches and via online, phone and mail services (about 3.5 million branch transactions annually) RMV is the Commonwealth’s largest non-tax revenue agency, collects over $700M in direct payments RMV is the agency of record for identity authentication Many challenges, including customer service issues with accurately and consistently applying policy across geographically dispersed high transaction volume – both internally and public facing Reduction in customer lines, increasing self-service, and improving customer satisfaction Almost 50% increase in online usage with little marketing Transaction success nearly 100%, up from as low as 10% Turn-aways reduced to near 0% Turn-away rate on complex (time consuming) transactions was 80-90%, and averaged 3-5 attempts to finish – a huge time sink for clerks Branch capacity improved by over 30% “Just wanted to express my delight with the online license renewal process… I just KNEW it was going to be a hassle. But no. It went smooth as silk. Finally a bureaucratic process that actually does what it’s supposed to!!! :) Thanks!!” unsolicited email from online user “I just wanted to let you know I had one of the best user experiences on your website today that I have ever had… I must say, hardly the efficiency I have grown to expect from a State run agency… Please keep up the good work. As of today, Massachusetts should without-a-doubt be using the Registry as a model for efficiency, State-wide.”

台湾新北市 福利咨询系统 解决方案 福利咨询自助系统 公民能够确定福利资格 9 大类 142 种福利 结果 提供更高质量的服务 新北市的市民很容易确定他们符合哪种社 会福利的资格 提高了市民满意度。 Background New Taipei City is one of the most fast-growing cities in Taiwan. New Taipei City social benefit project contains hundreds of different policies that change frequently. Challenge  The government has an e-desk, which includes all original social benefits documents, but doesn’t have an interactive interface to access.  As the government updates the policies every year, the solution must be easy to maintain, transparent and accurate.  As the policies are all for different purposes, a customised template and interview process was required to satisfy future changes to the system.  Customised screens with introduction pages were required to allow people with different levels of IT literacy to understand and use the system. Solution  Oracle Policy Automation rulebase in traditional Chinese language Expects to be able to offer higher quality of service as part of its e-desk.  Citizens in New Taipei city will easy be able to determine which social benefits they are eligible for, resulting in higher citizen satisfaction.  The project enhanced the transparency of the policies and eliminated the gap between the government and the citizens.  Reduce the workload on the government in the long term

英国工作和养老金部 社会服务体系 概述 负责制定福利和养老金政策 应对英国儿童贫困状况的顶梁柱 目前为 2000 多万客户服务

英国工作和养老金部 每天 280 万份福利支付 20000 份新的福利申请 15000 个新的职位空缺 830000 人次通过互联网求职 65000 次面试帮助人们准备工作 2700 人申请申请国家养老金 1100 人申请退休金补助 6000 人找到工作 3300 份新的或更新的伤残生活津贴申请

英国工作和养老金部 愿景 英国工作和养老金部 (DWP) 有一项雄心勃勃的改革议程，旨在打造 一个面向 21 世纪的新的福利制度； 为没有工作的人创造机会，帮助他们找到工作并养活他们自己和他们 的家人； 确保对社会弱势群体的保护。 DWP 的价值观是政府自由、公平和责任， 把社会福利支出建立在一 个可持续发展的基础上。

英国工作和养老金部 实现这一愿景 结构改革的重点 改革福利和养老金制度 帮助根除贫困的根源 实现残疾人平等 完善我们的公共服务

英国工作和养老金部 Oracle 政策自动化解决方案将如何帮助 客户完成网上申请（或更改）信息， 如果申请人符合资格， 福利就会 自动支付到申请人的银行账户上 客 户 体 验 身份验证 使用跨政府信息的安全网关 实时身份验证 更快的重复身份验证 收集信息 如果从客户不能获得数据，自动从受信任的第三方获取数据 客户的风险状况、隐私和商业标准确定如何以及何时可以使用受信任的来源 进行评估 系统计算总的应得权益并取回债务/扣减 客户知晓收益的决定和潜在的影响， 如：忽视、逐渐减少的范围等。 系统决定（个性化）权益适用于哪些客户，并通知他们， 包括告诉他们需要报告那些改变 付款 系统应用忽视、逐渐减少和扣除额， 并执行付款 申请人和工作人员可查看详情 处 理 步 骤

总结 政策自动化的优点 一致性 确保整个组织作出基于政策的一致的决策 合规性 通过审计增加透明度 敏捷性 敏捷响应政策变化和分析

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