OPEN_GROUP_HYBRID_CLOUD_CASE_MGMT2 - Final

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Open Platform 3.0™ / Cloud Computing Series
Defining a Hybrid Cloud Architecture
Case Management Solution for a Public Sector Organization
Pete Tittle,
Director, Enterprise Architecture
North America Architecture Leadership
Maharshi Desai,
Date: July 21st, 2015

Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
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Agenda
Introduction
Digital Government: what it is and why it matters
Hybrid Cloud: a critical component of Digital Government
Case Study: hybrid cloud strategy for public sector case management
Wrap-up
1
2
3
4
3
5

Agenda
Introduction
Wrap-up
1
2
3
4
4
5

Introduction
Pete Tittle
Reston, VA
+1 (703) 364-0247
Pete.tittle@oracle.com
5
Maharshi Desai
Reston, VA
+1 (703) 364-2029
Maharshi.desai@oracle.com

Agenda
Introduction
Wrap-up
1
2
3
4
6
5

The use of any digital
technology to enhance and
simplify services and
experiences to do business
with Citizen and Partners.
What is Digital Government?
Social Mobile
Internet
of Things
Analytics
&
Big Data
7
Cloud

WebMobile
SocialEmail
@
Store
Call Center
Mail
Partner
“I entered this information last
week. Why do I have to do it
again?”
“When I clicked ‘Chat Now,’
the agent had no record of my
past interactions nor my
service history”
“Why can’t I submit all my
paper work online to get
permit instead of going to
local office?”
What is Driving Digital Government?
8

Social Analytics &
Big Data
Cloud Internet of
Things
Mobile
Money
Improve Citizen Experience Increase AgilityImprove Operational Efficiency
Quality of Service to Citizen
Multi-channel Access Support
Proactive Information Alerts
Increase Satisfaction
Innovation
Expand service Offering
Serve more Citizens
Better Mission Alignment
Collaboration
Faster to rollout new
capabilities
Reduce resource Needs
Reduce Operation Costs
What is the Impact of Digital Government?
9

Key Characteristics of Digital Government
• Connected
– Provides “digital” interaction between Citizens, government, things and the business
• Integrated
– Seamless process integration across delivery channels, networks, systems, applications, and services
• Intelligent
– Continuous analysis of raw data provides real-time insights and supports decision making
• Contextual
– Aware of current attributes such as location, time, environment, activity, intent, role, etc.
• People-Centric
– Designed for end users: convenient, helpful, timely, accurate, easy to use, and personalized
– May apply to different groups of people: consumers, citizens, business employees, etc.
10

Oracle Digital Platform Reference Architecture
Architecture Guiding Principles
Architecture Principle Rational
Common Business Execution Provide consistent, seamless interaction across al touch points of Citizens experience lifecycle
Service-Enabled Systems All of the systems touched by the Citizens experience lifecycle must be integrated and must
provide a consistent method for consuming and accessing information. Point-to-point integrations
are too brittle and inflexible to support agile businesses. A modern, service-oriented integration
approach is needed.
Information as an Asset Information is a business asset, similar to other balance sheet assets, and should be managed and
leveraged by the business to maximize its value and minimize its cost to provide actionable insight
into the business
Secure End to End A comprehensive, integrated, centrally administered security framework is needed.
Availability, Performance, and Scalability Technology must provide to availability, responsiveness, capacity, and scalability the business
requires
11

Key Capabilities
Multi-Channel Support
Consistent, Seamless
Interaction
Market, Sell & Service
Consume & Access
Information
Insight into the Business
High Availability &
Performance
Business and User Interaction
Marketing
Applications
Service Orientated Integration
Real Time Data Analytics
Technology Infrastructure
Sales
Applications
Service
Applications
Finance
Applications
Master Data Big Data Content Data
Mobile
Analytics
&
Big Data
Cloud IOTSocial
Security
MonitoringandManagement
12

Key Capabilities
Multi-Channel Support
Consistent, Seamless
Interaction
Market, Sell & Service
Consume & Access
Information
High Availability &
Performance
Business and User Interaction
Marketing
Applications
Service Orientated Integration
Real Time Data Analytics
Technology Infrastructure
Sales
Applications
Service
Applications
Finance
Applications
Master Data Big Data Content Data
Mobile Big Data Cloud IOTSocial
Security
MonitoringandManagement
Oracle Social Engagement &
Monitoring Cloud Service
Oracle Social Marketing
Cloud Service Oracle Mobile SuiteOracle Mobile Cloud Service
Oracle Process Cloud
ServiceOracle BPM / BAM Oracle WebCenter / ADF Oracle Java Cloud Service
Oracle Eloqua
Marketing Cloud
Service,
Oracle Siebel Marketing
Oracle Fusion ERP
Fusion CRM,
Oracle Sales Cloud,
Oracle Siebel Order
Capture
Oracle RightNow CX Cloud
Service,
Oracle Click-to-Call Cloud Service,
Oracle Siebel Service
Oracle Data IntegratorOracle SOA Suite Oracle Integration Cloud
Service
Oracle GoldenGate
Oracle Real-Time DecisionsOracle Business Intelligence Oracle Marketing DaaS Cloud Service
Oracle Master Data
Management Suite
Big Data Appliance
Big Data Discovery
Oracle Big Data SQL
Oracle WebCenter Content,
Oracle Endeca
Oracle Exadata
Oracle Exalogic
Oracle Exalytics
Oracle Big Data Appliance
Oracle Storage & Compute
Cloud Service
Oracle ZFS Storage
OracleIdentityandAccess
ManagementSuiteOracleIdentityCloudService
OracleEnterpriseManager12c
13

Physical Architecture Reference
Private Cloud Digital Platform and Services
Cloud Digital Platform and Services
Oracle Public Cloud Software as a Service
Big Data Database Analytics
Storage and Backup
Disk to Disk to Tape
Oracle Sun
StorageTek
Tape Library
SUN ZFS
Storage
Appliance
Private Database Cloud
Scale On-Demand
Database Pool
OLAP / OLTP Workloads
HDFS / Hadoop
High Volume Data
Reservoir
Big Data SQL
NOSQL
Real-time / High Volume
Lookup
High Performance /
Scalable Analytics
In-Memory Models
Advanced Analytics /
Tools
Dashboards and
Integration
Rapid Secure Big Data
Integration
Integration
Oracle
ExaLogic
Oracle Big
Data
Appliance
Oracle
Exadata DB
Machine
Oracle
Exalytics In-
Memory
Machine
Applications
Siebel CRM
Secure Web Services
Data Integration Services
Cloud Digital Platform and Services
Oracle Public Cloud Platfrom as a Service
Presentation / Integration /
Orchestration
Integration Presentation
Orchasteration
AnalyticsDatabaseBig Data
Storage and Backup
Application / Presentation / Integration / Orchestration / Management and Security
OrchastrationBPEL BPM
Service Bus
Oracle Commerce Platform
Oracle Fusion CRM
OracleEnterpriseManagement
Self-Service
Perf
Monitoring
Event
Mgmt
Cloud
Managment
Patch Mgmt
Capactiy
Mgmt
PresentationMobile / Omni Channel
Web Centrer Portal
Social
Complex Event Processing
Multi-TierSecurity
Secure
Backup
SOD
DB
Valut
Data
Redaction
WS-SEC
IDM
Authn/
Authz
Customer Experience
Oracle
RightNow
Customer Service
Oracle Click to
Call
Marketing
Oracle Eloqua
Sales
Oracle Sales
Cloud
Channels
14

Agenda
Introduction
Wrap-up
1
2
3
4
15
5

Business
Context
Business
Strategy Map
Process &
Operating
Principles
Value
Hypothesis
Architecture
Vision
Business
Strategy
Alignment
Architecture
Assessment
Potential
Capabilities
Vision
Current State Baseline
Architectures
Baseline
Enablement
High Value
Targets
Future State Vision
Refinement
Gap & Impact
Analysis
Future State
Architecture
Roadmap Prioritize Migration Plan
Value
Realization
Plan
Change
Management
Decision
Making
Process
Alignment
Communicate
Applied Process for Building a Cloud Roadmap
How to create Digital Government Roadmap?
Cloud Strategy
using the
pragmatic, flexible
Oracle Architecture
Development Process
(OADP)
16

Rapid IT Maturity enabled by the Cloud
Irrespective of your On-Premises IT Maturity, you can move to the Cloud & accelerate your IT Maturity in the Cloud.
App Silos; Fragmented Data; Sprawl1
Standardized Processes & Platform2
Rationalized Apps; Consolidated3
Shared Services; Multi-tenant4
SaaS
PaaS
IaaS
With a good
Cloud Architecture,
you can accelerate
your IT Maturity
and quickly achieve
business agility
& modularity.
On-Premises IT Maturity Stages
17

Oracle Public Cloud (OPC) Common Use Cases
Giving businesses a competitive advantage
Lower IT Cost Increased Business Value
(increased agility, faster time-to-market)
Innovate
in OPC
(achieve Revolutionary Agility)
5
Ex: Rapidly test/deploy
Adv. Analytics w/ Big Data
Implement
New Capability
in OPC
4
Ex: Quickly create/
deploy new mobile app
Move
Dev/Test
to OPC
3
OPC
Ex: Create new app in
OPC, deploy to On-Prem
Extend
Existing Capability
to OPC
2
Ex: Implement a Hybrid
Cloud App with
Integration services
OPC
Expand
App Capacity
in OPC
1
Ex: Implement a Hybrid
Cloud for Cloud Bursting
OPC
18

Agenda
Introduction
Wrap-up
1
2
3
4
19
5

Oracle Architecture Engagement Scope
Elaborate Business capabilities
 Distinguish System of Engagement capabilities from
System of Record capabilities;
 Distinguish public cloud capabilities from on-premise
capabilities (and any overlaps)
 Map to products
 Map data entities
Identify functional integration needs
 Storyboard markup of capability map
 For each integration point, highlight functions
Identify data management needs
 Information Architecture marked up with data entities
 Intersection to capabilities
 Use storyboard to highlight data
Collaborating
on Your Cloud
Strategy
using the
pragmatic, flexible
Oracle Architecture
Development Process
(OADP)
Large Public Sector client: 180k employees; $1B annual IT spend; low maturity level
20

Business Context: Key Objectives
Explain what we are trying to achieve; give a sense of scope and impact
21

Business Context: Key Concepts
Introduce the key concepts that must be embraced to achieve a successful outcome
22

Business Vision
Encapsulate the business vision on one page – this will be widely distributed!
23

Current State CRM for Customer
We’re really focused on future state. Current state is “just enough, just in time”
24

Future State: Hybrid Cloud CRM Capability Architecture
Perhaps the most critical delivered artifact: establish needed capabilities in logical groups
25

Future State: Hybrid Cloud CRM Capability Architecture
Match up products (at a high level) to future state capabilities.
26

Future State: Hybrid Cloud CRM Technical Architecture
Set a more technical context giving a sense of needed components and how they interact
27

Future State: Hybrid Cloud CRM Technical Architecture Focus
With hybrid cloud, critical focus areas are integration and security
28

Future State: Hybrid Cloud CRM Integration Conceptual Architecture
High-level view of integration architecture – answer obvious questions
29

Future State: Hybrid Cloud Security Conceptual Architecture
High-level view of security architecture – answer obvious questions
30

Future State: Hybrid Cloud CRM MDM Conceptual Architecture
High-level view of Master Data Management architecture – answer obvious questions
31

Future State: Hybrid Cloud CRM Data Conceptual Architecture
Give a sense of what data entities a unified information architecture encompasses
32

Case Management Roadmap
• Add to core infrastructure (Content Management;
Business Process Management; SOA; IdM)
• Broaden internal use cases with focus on process
automation and SOA-based services
• Establish Employee Portal
• Establish Employee master data architecture
• Highlight key data integration patterns; add to Solution
Brief
• Highlight key application integration patterns; add to
Solution Brief
• Add integration Subject Matter Experts (SMEs) to central
support group
• Add analytical capabilities and Master Data
Management (MDM) to core infrastructure.
• Broaden development focus to include external,
citizen-focused case management
• Establish Citizen Portal
• Establish Citizen master data architecture
• Build out case-focused and citizen-focused analytical
capabilities
• Add Case Management to Statewide Learning
Management System (SLMS)
• Expand architecture to include common product
exceptions
• Build service catalog for centralized Case Management
Support Organization to include service level
agreements
• Build centralized design and development consulting
capability
• Build design review capability
• Enable cost recovery capabilities
• Standup core infrastructure (Oracle Service Cloud;
Siebel Public Sector; Oracle Policy Automation
(OPA); Siebel Service)
• Build Early Successes Focused on Case
Management, Self Service, and Policy Automation
• Total Cost of Ownership Analysis
• Content Management
• Middleware / SOA
• Risk Management
• Build shareable patterns and best practices
• Establish central support organization with subject
matter experts to guide content creation and
architecture
• Guide use of and integration with Lightweight Case
Management Service Cloud
Go Mainstream
 Best practices and standardization
 Consistent Approach
 Better case outcomes
 Increased experience and knowledge
 Better understanding of long-term cost factors
OutcomeInitiatives
 Stronger integration standards
 Single point-of-access for Employees
 Single source of truth for Employee data
 Increased flexibility
 Rapid Development
 Reduced risk and cost
 Actionable insight and improved case outcomes
 More efficient case mgmt
 Consistent Citizen experience
 Single source of truth for Citizen data
 Efficient, cost-effective centralized support org.
 Convenient access to services
 Continuous Improvement
 Cost transparency
Broaden ReachBuild Foundation
Notional roadmap phases to implement case management initiative.
33

Case Management, Current Vs. Future
Current State
 Lack of consistency in solution approaches within and across
agencies leads to high cost and loss of agility
 Complex, inflexible business and technical architecture means
high cost to “keep the lights on” and slow time to value for
changes
 Lack of automation and integration leading to expensive manual
processes and sub-optimal case outcomes
 Limited access to information for case workers leads to
inefficient and inconsistent case management
 Lack of coordinated strategic oversight indicates that problems
are likely getting worse, not better
 Inability to provide services in a timely manner, resulting in sub-
optimal alignment of talent pool to need
 Lack of consistency and granularity in security
 Inability to gain key data insights from case data resulting in
higher costs and missed opportunities
Future State
 Consistent solution approach to address case management
needs based on industry best practices
 Shared vision for business and technical services focused on
flexibility and agility while driving consistency in approach and
overall cost reduction.
 Technical architecture that embraces self-service, process
automation, and optimal integration to statewide shared
services.
 360 degree view of cases to enable maximum productivity from
case workers
 Strong governance and oversight to advance incrementally
towards future state shared services vision
 Comprehensive vision for Case Management that is focused on
maximum efficiency for case workers and optimal case
outcomes
 Integration to world-class security services
 Common, fully integrated, modern web architecture providing
actionable insight and enabling intelligent and rapid-response
for case managers.
What does project success look like? Project will advance quickly with Public Cloud.
34

Change Management - Best Practices to Consider
 Streamlined decision making
 Streamline governance bodies
 Establish clear turnaround times and service levels
 Ensure responsibilities for types of decisions are well defined
 Focused and pre-defined meeting agendas for Steering Committee and other governance bodies
 Empowerment at the right levels
 Define who is empowered to make what decisions
 Escalate only when appropriate
 Let the governance process work
 Manage programmatic risk
 Define potential risks, the likelihood of occurrence, potential impact, and mitigation strategies
 Stay vigilant and manage over time
35

Agenda
Introduction
Wrap-up
1
2
3
4
36
5

Summary
Key Topics Covered
 The challenges towards transitioning to cloud
 The discipline of Enterprise Architecture as a tool
for making the transition to cloud
 Discuss Use Case on how to create Hybrid Cloud
strategy for Public Sector Case Management
solution
 Discuss key business capabilities and define
business architecture
 Map Technology Architecture to Business
Architecture
 Define various patterns to define future state
architecture
 Discuss governance and change management
towards successful implementation
Key Takeaways
 Understand a practical and realistic way to change
the business of IT inside a large and complex
government entity.
 Understand the value of "enterprise architecture"
as a practical tool for aligning and implementing
the mission of IT.
 Understand sustainable governance models for the
long-term.
37

Questions
38

Thank You
Pete Tittle
Director
Oracle Enterprise Architect
Pete.tittle@oracle.com
Phone: +1-202-689-9385
39
Maharshi Desai
Director
Oracle Enterprise Architect
maharshi.desai@oracle.com
Phone: +1-703-364-2029

OPEN_GROUP_HYBRID_CLOUD_CASE_MGMT2 - Final

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