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CRM for Immigration & Border Control

Name, Title

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• Industry Challenges Oracle is Addressing

• How Oracle Delivers Solutions

• The Oracle Difference

Agenda

Immigration and Border ControlMany processes

• Visa Processing

• Passport Issuance

• Visitor Tracking

• Customs

• Refugee Management 

• Asylum Applications

• Repatriation and Departure

• Enforcement

• Public Safety

• Border Control

Immigration and Border ControlMany organisations

• Immigration

• Customs

• Foreign Affairs

• Ministry of Home Affairs

• Police

• Justice

• Defense

• Communities

• Countries

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• Application processes are slow, often manual, and can't keep pace with demand

• Lacking desired level of ability to investigate suspicious precursor activities

• Visa processing often done by consulates in countries who don't follow the same automated and manual process

• Growing citizen expectations for 24x7 online service with consistent look and feel across channels

Increasing backlogs including visa’s, work permits, etc.

Increasing threat from fraud, criminal activity and terrorism

Different results depending on application location

Citizen service is high on the political agenda

Resulting Challenges in Immigration & Border ControlComplex legislation leads to complex processes and systems

Increasing global demand for changeOracle inspired by customer demand

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• Industry Challenges Oracle is Addressing

• How Oracle Delivers Solutions

• The Oracle Difference

Agenda

Oracle Solutions for Immigrations

• Expedite processing and identify risk

• Identify bottlenecks and improve performance

• Achieve a single complete applicant profile

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Expedite processing and identify risk Key Benefits of Case Management & Policy Administration

• Manage cases efficiently for travelers providing a single applicant view for authentication, investigation and agency collaboration

• Offer intuitive on-line self service visa and citizenship applications through smart multi-channel solution support

• Ensure consistent and accurate determinations across diverse global locations through efficient automated policies and legislation

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Application Intake Eligibility Risk Assessment Decision Enforcement

Traditional Case Management Challenges Siloed information by agency and channel

RiskAssessment

• Automate straight through processing for lower risk cases, e.g. Visitor Visa’s

• Manage complicated cases with workflow engine, e.g. asylum, immigration, citizenship

• Checks including criminal history, "blacklists", " passenger and crew" lists 

• Access a combined view of immigrants, visitors, refugees, workers across agencies

Intake EnforcementApplication Decision

Integrated Immigration Case Management Control speed and risk with automated cases

• Extend access to applicants and other agencies

• Allow self-submission with familiar forms

• Guarantee consistent rules are enforced across channel and agency

Web Contact Center Field Office

Case Management

Case Consistency Across Channels Increase speed and accuracy with self-service

Interactive Dashboards to Manage Case Loads•View into current transactional trends •Identify best practices to improve agency performance; clearance rates, caseload staffing/workload

Immigration AnalyticsStreamline, improve and simplify the job

How can we work effectively

How well are we doing

What to work on now

Performance Scorecard to Continuously Improve • Metrics on applicant trends•Volumes and clusters related to applicants, entry/exit, destination

Embedded Tracking for Operations•Agency program performance metrics•Visa/work permit by class, recruitment results, status of applicant benefits•

• Maximize speed and efficiency with automated straight through processing and controled case management

• Deploy self-service for any agency and channel and direct resources to higher risk more complicated applicants

• Continuously improve service with constant visibility to every step of automated and managed cases

Case Management Benefits

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After

Process Speed

Manual Steps

Reduce Cycle

Case Management and Rules are a Natural FitIncrease Productivity and Reduce Cycle Time

Before

Process Speed

Manual Steps

Natural Language for Business UsersRapidly implement and update policy rules

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• Create questions automatically from source document without need for programming

• Ask the least number of questions

• Finalize determination in most logical order

Out of the Box Dynamic InterviewApply policy rules to cases

Applicant change of circumstanceTailor to reflect passport/visa application process

• Applicant circumstances, e.g. marital status, education/training

• Eligibility, e.g. a change in minimum age, which takes effect on a certain date

• Rates, e.g. quarterly increase of an application fee or salary benchmark

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Oracle Policy Automation Benefits

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• Natural language rule authoring capabilities and full audit trail linked back to the legislation

• True determinations engine, plus a self service tool for Visa’s

• Dramatically improve speed for implementation of changes to policies and rules

Oracle Solutions for Immigrations

• Expedite processing and identify risk

• Identify bottlenecks and improve performance

• Achieve a single complete applicant profile

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Key Benefits of Immigration Analytics ToolsetIdentify bottlenecks and improve performance

• Use real-time operations metrics to identify trends and best practices for improved and consistent service.

• Provide performance dashboards to government officials, field staff and citizens

• Use spatial tools to visually map relationships to identify potential risks with traveler movements, volumes and relocation patterns

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• Correlate case outcomes with services delivered and customers served

• Root cause analysis into process and organizational bottlenecks

Direct, normalized comparisons

Team and individual performance against organizational averages and stated targets

Proactive case processing with current work queues, case load pipelines, backlogs and overdue activities.

Identify changes in resolution rates and processing times

Intelligence Driven Case Management

Work Center (Real-Time)

Performance Scorecard

Targeting & Delivery

Workloads & Backlogs

Embedded Analytics

Organizational Efficiency

• Intelligent, prioritized To Do lists

• Automated alerts serving up insight directly to the point of greatest impact

Insight for Operational and Performance KPIs

• Analytical insight into organization performance

• Manage workload management, from reporting to case management

• Oracle BI models and customer Key Performance Indicators

Integration with Location Intelligence

• Oracle Spatial and Business Intelligence working together

• To map applicants to residency to target service programs

• Providing Location and Proximity Analysis

Further Integration of Leading Specialized Solutions

• Visualization Tools

• Non-Obvious Relationships with drill down investigation

• Trends, patterns, clusters, hot spots

• Predictive analysis

• Biometric solutions

• Geographic information systems

Oracle Solutions for Immigrations

• Expedite processing and identify risk

• Identify bottlenecks and improve performance

• Achieve a single complete applicant profile

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Integrated business flow and single applicant view Key Benefits of Technology Foundation Components

• Consolidate, federate and cleanse data into a single secure view of applicant to improve situational awareness and collaboration

• Adapt and easily reconfigure end to end business processes for political changes and best practices

• Deploy proven priority immigration and border security solutions without compromising and preserving legacy investments

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BEST INDUSTRY PROCESSES

PRE-BUILT SUSTAINABLE INTEGRATIONS

AndMore…

ManageCaseScreeningOutreach Enroll

GrantsManagement& Reporting

DisbursementReferral toRequisition

Agreementto Contract

Cost of Case

FOUNDATION PACKS

SOA Reference Architecture

SOA Governance

SOA Programming Model

Enterprise Business Services

INDUSTRY LEADING

Oracle Fusion Middleware

• Best Practice Processes Industry and customer best practice process models

• Process Integration Packs Pre-built, out of the box, integrated application business processes for Oracle COTS solutions and 3rd party software

• Foundation Packs Application agnostic integration platform tailored for Public Sector processes

Oracle Delivers Pre-Built Integrated ProcessesKey Components

Oracle Master Data ManagementFoundation for effective Immigration Case Management

FingerprintFingerprintDatabases nDatabases n

FingerprintFingerprintDatabases 2Databases 2

IncidentIncidentAlerts nAlerts n

IncidentIncidentAlerts 2Alerts 2

National andNational and InternationalInternational

Crime Databases nCrime Databases n

National andNational and InternationalInternational

Crime Databases 2Crime Databases 2

Passport System nPassport System n

Passport System 2Passport System 2

GeographicGeographicInformation nInformation n

GeographicGeographicInformation 2Information 2

Identity Identity Management nManagement n

Identity Identity Management 2Management 2

OracleMDM

OracleMDM

SOA Federated Portal Combine and reuse assets to meet business needs

Oracle SOA Platform Oracle SOA Platform Oracle SOA Platform

Case Management Policy Automation Existing Application(s)

Portal Portal Portal

• Leverage existing systems to wider set of users

• Preserve investments and build a forward path

• Increase flexibility and control of what to refresh when

PartnersPartners

ApplicantsApplicants

EmployeesEmployees

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• Industry Challenges Oracle is Addressing

• How Oracle Delivers Solutions

• The Oracle Difference

Agenda

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Solution Considerations- Buy vs Build- total cost of ownership

HighlyCustomized

Packaged Application

Design Implement Deploy EnhanceOperate

Build

Total Cost of Ownership

Risks of building a complex enterprise information system have been detailed by various magazines and research firms, with the following results:

•90% Delivered Late (Aberdeen)

•80% Unsuccessful (Computerworld)

•50% Over Budget (Gartner)

•50% Fail to Meet Objectives (Gartner)

•30% Canceled (Computerworld)

Non-Integrated Solution Oracle for

Immigration

Leverage existing training and knowledge

Leverage aspects of existing environment (roles, security, assets)

Apply Patches, not new Build

Training andDocumentation

Configuration

Training and Documentation

Customization

Configuration

Scoping

Oracle Speeds Time to Value and Lowers TCO

Faster deployment Lower TCO Assured business value

Setup

Customization

Scoping

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Setup

Oracle Customers Realizing Value

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How is Oracle Different?

• Proven, scalable performance as demonstrated by global customers such as IND, DIAC and UK Border Agency

• Full range of choices from automated case management and determinations to manual control

• Implement only priority areas and increase overall use of current investments

Supported by• Case Management and Policy Automation

• Industry Analytics and Spatial Tools

• Service Oriented Architecture

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