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CRM for Immigration & Border Control
Name, Title
Agenda
• Industry Challenges Oracle is Addressing
• How Oracle Delivers Solutions
• The Oracle Difference
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Immigration and Border Control
Many processes
• Visa Processing
• Passport Issuance
• Visitor Tracking
• Customs
• Refugee Management
• Asylum Applications
• Repatriation and Departure
• Enforcement
• Public Safety
• Border Control
Immigration and Border Control
Many organisations
• Immigration
• Customs
• Foreign Affairs
• Ministry of Home Affairs
• Police
• Justice
• Defense
• Communities
• Countries
Resulting Challenges in Immigration & Border Control
Complex legislation leads to complex processes and systems
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Increasing backlogs
including visa’s, work
permits, etc.
• Application processes are slow, often manual, and can't
keep pace with demand
Increasing threat from
fraud, criminal activity
and terrorism
• Lacking desired level of ability to investigate suspicious
precursor activities
Different results
depending on
application location
• Visa processing often done by consulates in countries
who don't follow the same automated and manual process
Citizen service is high
on the political agenda
• Growing citizen expectations for 24x7 online service with
consistent look and feel across channels
Increasing global demand for change
Oracle inspired by customer demand
Agenda
• Industry Challenges Oracle is Addressing
• How Oracle Delivers Solutions
• The Oracle Difference
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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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Traditional Case Management Challenges
Siloed information by agency and channel
Application
Intake
Eligibility Risk Assessment Decision
Enforcement
Integrated Immigration Case Management
Control speed and risk with automated cases
Application
•
•
•
•
Intake
Risk
Assessment
Decision
Enforcement
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
Case Consistency Across Channels
Increase speed and accuracy with self-service
• 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
Immigration
Foreign Affairs
Justice
Police
Immigration Analytics
Streamline, improve and simplify the job
Interactive Dashboards
to Manage Case Loads
Embedded Tracking
for Operations
• View into current transactional trends
• Identify best practices to improve
agency performance; clearance rates,
caseload staffing/workload
• Agency program performance metrics
• Visa/work permit by class, recruitment
results, status of applicant benefits
• How can
What to
work
on now
Performance Scorecard
to Continuously Improve
• Metrics on applicant trends
• Volumes and clusters related to
applicants, entry/exit, destination
we work
effectively
How
well are
we doing
Case Management 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
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Case Management and Rules are a Natural Fit
Increase Productivity and Reduce Cycle Time
Before
Manual Steps
Process Speed
After
Manual Steps
Process Speed
Reduce Cycle
Natural Language for Business Users
Rapidly implement and update policy rules
Source
legislation
or policy
Copy,
paste and
markup
Executable
document in
natural language
Out of the Box Dynamic Interview
Apply policy rules to cases
• Create questions
automatically
from source
document
without need
for programming
• Ask the least
number of
questions
• Finalize
determination
in most logical
order
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Applicant change of circumstance
Tailor 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
• 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
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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 Toolset
Identify 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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Intelligence Driven Case Management
Targeting &
Delivery
Work Center
(Real-Time)
• Correlate case
outcomes with
services delivered
and customers served
• Root cause analysis
Organizational
Efficiency
into process and
organizational
bottlenecks
 Direct, normalized
comparisons
Performance
Scorecard
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 Team and individual
performance against
organizational
averages and stated
targets
• Intelligent,
prioritized To Do
lists
• Automated alerts
serving up insight
directly to the
point of greatest
impact
 Proactive case processing
with current work queues,
case load pipelines, backlogs
and overdue activities.
 Identify changes in
resolution rates and
processing times
Embedded
Analytics
Workloads &
Backlogs
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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Oracle Delivers Pre-Built Integrated Processes
Key Components
BEST INDUSTRY PROCESSES
Outreach
Screening
Manage
Case
Enroll
And
More…
PRE-BUILT SUSTAINABLE INTEGRATIONS
Grants
Management Disbursement
& Reporting
Referral to
Requisition
Agreement
to Contract
FOUNDATION PACKS
SOA Reference Architecture
SOA Programming Model
Enterprise Business Services
SOA Governance
INDUSTRY LEADING
Oracle Fusion Middleware
Cost of Case
• 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 Master Data Management
Foundation for effective Immigration Case Management
Incident
Alerts n
National and National and
International International
Crime
Crime Databases
2 Databases n
Oracle
MDM
Incident
Alerts 2
Fingerprint
Databases
2
Fingerprint
Identity
Management 2 Identity
Management n
Databases n
Geographic
Information 2
Geographic
Information n
Passport System 2
Passport System n
SOA Federated Portal
Combine and reuse assets to meet business needs
Employees
Applicants
Partners
Portal
Oracle SOA Platform
Case Management
Portal
Oracle SOA Platform
Policy Automation
• Leverage existing systems
to wider set of users
• Preserve investments and
build a forward path
• Increase flexibility and
control of what to refresh
when
Portal
Oracle SOA Platform
Existing Application(s)
Agenda
• Industry Challenges Oracle is Addressing
• How Oracle Delivers Solutions
• The Oracle Difference
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Solution Considerations
- Buy vs Build- total cost of ownership
Design
Implement
Deploy
Operate
Build
Enhance
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)
Highly
Customized
• 80% Unsuccessful
(Computerworld)
• 50% Over Budget (Gartner)
Packaged
Application
• 50% Fail to Meet
Objectives (Gartner)
Total Cost of Ownership
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• 30% Canceled
(Computerworld)
Oracle Speeds Time to Value and Lowers TCO
Non-Integrated
Solution
Oracle for
Immigration
Scoping
Setup
 Faster deployment
 Lower TCO
 Assured business value
Configuration
Scoping
Customization
Training and
Documentation
Setup
Apply Patches, not new Build
Configuration
Leverage aspects of existing
environment (roles, security,
assets)
Customization
Training and
Documentation
Leverage existing training and
knowledge
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Oracle Customers Realizing Value
Netherlands Immigration & Naturalisation Service (IND)
Implementing Case Management to handle immigration, foreign visitor, and
refugee cases, automating case management for high throughput
Department of Immigration and Citizenship for Australia (DIAC)
Deployed Policy Automation to capture, test, maintain and execute policies
and legislation and expand self service Visa’s
UK Border Agency
Selected Case Management and Policy Automation to manage all aspects
of cases and determinations for visas, asylums and border control.
U.S. Citizenship and Immigration Services
Implemented analytics to provide agency wide holistic view into immigration
services and key issues
Bundesamt fuer Migration und Fluechtlinge
Utilized electronic data exchange processes integrates all parties of this
Immigration Services network on a web service communication framework
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How is Oracle Different?
• Proven, scalable performance as demonstrated
by global customers such as IND, DIAC and UK
Border Agency
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• 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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