Oracle Policy Automation (OPA)

Overview

Peter Jeavons
Senior Director
Public Sector Industry Business Unit, EMEA
February 2010

Version1.0

Oracle Policy Automation Overview V1.0 February 2010 1

Contents

1. Introduction…………………………………………………………………………………. 3

2. Background………….………………………………………………………………………. 4

3. OPA Value Proposition…………………………………………………………………. 6

4. OPA Differentiators…..…………………………………………………………………. 7

5. OPA Benefits………………………………………………………………………………… 13

6. OPA References………………………………………………………………………….. 14
6.1 OPA in Tax…………………………………………………………………………………… 14

6.2 OPA in Social Services/Welfare Agencies……………………………………. 18

6.3 OPA in Immigration/Border Control……………………………………………. 23

6.4 OPA in Defence…………………………………………………………………………… 25

6.5 OPA in other Government Agencies……………………………………………. 26

Oracle Policy Automation Overview V1.0 February 2010 2

1. Introduction
This document provides details on the recent acquisition of the Haley business by Oracle. The Haley product set has
now been re-branded as Oracle Policy Automation and this document provides details of the value proposition, key
differentiators and benefits. Information is also provided on global Oracle Policy Automation references in the Public
Sector.

The purpose of this document is to show why Oracle acquired Haley, where the solution fits into the Oracle portfolio
and highlight how the solution is used across a broad set of Public Sector organizations.

Oracle Policy Automation Overview V1.0 February 2010 3

2. Background
Oracle completed the acquisition of a business called Haley in March 2009. The business that Oracle acquired was
formed in Australia in 1989 by a Lawyer and a Social Services executive. They called the business SoftLaw and had a
strategic goal to ensure that all Australian Citizens who were entitled to Welfare benefits would receive their payments
on time and accurately calculated based on their entitlement. They also had a vision that rule-based applications could
be built directly from legislation using Microsoft Word and Excel without the need for programming.

The application built by SoftLaw was purchased by CentreLink (Australian Unemployment Agency) and many of the
other Government agencies across Australia including the Department of Immigration and Citizenship (DIAC) and the
Department of Veterans’ Affairs (DVA).

The SoftLaw business change its name to RuleBurst in 2001 and shortly afterwards opened an EMEA operation based in
London. The first contracts signed in the UK were with HMRC, Ministry of Defence, the Office of the Deputy Prime
Minister and Northgate who used the solution to build a Social Services revenues and benefits application for Local
Authorities (called eBenefits and eRevenues). These solutions are currently used by approximately 60 of the 440 local
authorities across the UK. The European operation expanded into Western Europe and opened an office in Denmark to
cover the Nordics region. A number of new contracts were signed in Europe including the Dutch Statistics Agency (CBS),
Skatteverket (Swedish Tax), Forsakringskassan (Swedish Social Insurance Agency) and SKAT (Danish Tax).

In 2006, RuleBurst established an office in Washington DC and signed a contract for the solution with the IRS. This was
followed in 2007 by the acquisition of a competitor US based organisation called Haley. The combined RuleBurst/Haley
organisation was globally rebranded as Haley in early 2008.

During 2008, Haley partnered with Oracle on a strategic campaign into the Social Welfare agency of British Colombia
(Canada). The Oracle solution was based on a combination of Siebel Case Management and Haley against a niche Social
Welfare provider called Curam. Oracle entered this campaign very late in the sales cycle but was able to demonstrate
that with Siebel and Haley their solution would be quickest to implement, have the lowest total cost of ownership and
also offer the most flexibility. As part of the presentations, legislation from British Colombia’s web-site was modelled in
Microsoft Word and business users were shown how easy it was to build new policies using Haley. Oracle was awarded
the contract at British Colombia and subsequently completed the acquisition of the Haley business in March 2009.

The Haley solution was rebranded as Oracle Policy Automation (OPA) in 2009 and has become part of Oracle’s strategic
Social Services solution that is being actively marketed globally.

Oracle has also discovered that as well as selling OPA as part of their Social Welfare solution that handling frequently
occurring complex changes in legislation and policies is a key requirement for all Public Sector agencies globally as well
as many Private Sector organisations, particularly those that are heavily regulated.

OPA is now being actively sold across Public Sector agencies globally, where Haley’s twenty plus years of experience
and strong customer references are helping to demonstrate where the solution can add value. Outside the Public
Sector, OPA (Haley) has been sold to Healthcare companies such as BUPA and American Fidelity, Financial Services
organisations and FMCG organisations such as British American Tobacco.

OPA is a fully integrated part of Oracle’s Case Management solution to help Government agencies improve the way
that they handle primary processes such as interaction with their Citizens. It is also used to enhance the back office
processes of a Government agency particularly helping to improve efficiencies in HCM/Payroll, Grants Management,
procurement and any areas where new requirements are created by changes in policy or legislation.

It is also possible to deploy standalone OPA solutions in an organisation. The most recent example of this was using
OPA for the provision of a Rapid on-line Medical Advice portal for diagnosis of patient symptoms for diseases such as
swine Flu.

Oracle Policy Automation Overview V1.0 February 2010 4

OPA is typically used to provide on-line Citizen self-service applications, perform complex calculations and to assist with
Legacy Modernisation activities. Often existing bespoke applications can be made more efficient by extracting and
‘abstracting’ the calculation rules from the core application to ensure that they can be more easily and effectively
changed by business users.

Oracle Policy Automation Overview V1.0 February 2010 5

3. OPA Value Proposition
The OPA value proposition is as follows:

Policy Automation Value Proposition

• Business people write rules in Natural Language and

therefore no cost or risk associated with translation by IT
•Business • Manage rules with Microsoft Word, Excel, Visio reduces
users create training and allows for agility with updates
the content • Policy Isomorphism providing confidence in and clear
visibility of rules

• In-built simulation and scenario modelling gives capacity

•Unique tools to analyse and test policy and rule outcomes
check rules • Detailed determination reporting documents how
& show conclusions were reached for audit purposes
implications • Automated and interactive rule testing to ensure that
deployments give correct results

• Fully SOA-enabled out-of-the-box providing low cost

•Quick, high flexibility
performance
• Integrated with Siebel
deployment
• High performance inference engine with Temporal
Reasoning architecture

15

OPA is the only truly natural language solution available in the market today, allowing business users to build
applications directly from Microsoft Word or Excel without the need for programming. Once these applications have
been built (directly from legislation or policy), the business user can test the solution using a suite of in-built testing
tools. As an example, the Australian Immigration Department (DIAC) used to take three days to make a minor change
in their systems based on changes in legislation. They are now able to make these changes in one and a half hours
using OPA.

Oracle Policy Automation Overview V1.0 February 2010 6

4. OPA Differentiators
There are at least seven unique differentiators in OPA that distinguishes the solution from the competition as follows:

o Policy Isomorphism
o Dynamic Interactive Interviews
o Determination Reporting
o Temporal reasoning
o Policy Visualization
o Business user regression testing
o Multi-lingual capability

Policy Isomorphism

This is providing the business user with the ability to create applications directly from legislation without the need for
programming as follows:

Key Differentiator: Policy Isomorphism (Patented)

The Source Executable Document in Natural
Legislation or Language that Business users can
Policy Copy, Paste, Markup understand and modify

•18
18

On the left hand side of the slide above we see the legislation that is used to determine whether a Citizen is eligible to
receive different types of care (Residential Care, Community Care) etc. The challenge with legislation can sometimes be
that it can be ambiguous and interpreted differently by whoever is reading it.

One of the reasons why HMRC decided to buy Haley (OPA) was after they conducted a ‘Secret Shopper’ exercise within
their organization. They took a piece of UK tax legislation and derived a question from the legislation. They then called
nine of their call centres (pretending to be a Citizen) and were very surprised when they received nine different
answers! This clearly demonstrated some of the inconsistent advice and guidance that they were giving to their
Citizens.

The text on the right hand side of the slide is the OPA (Haley) application after a legal ‘marking up’ process has been
completed.

Oracle Policy Automation Overview V1.0 February 2010 7

 The text on both sides of the slide is very similar, the difference being that the text on the right hand side is the OPA
application that can be executed. It should be clear that natural language that would be understood by a business user
is the basis of OPA and not a programming language.

Once the business user has built their application they then need to test the solution. This activity is carried out using
an in-built, web-based interactive testing tool. This tool prompts the business user by asking questions based on the
legislation to determine the outcome. The business user needs to test all of the possible permutations to ensure that
the application (and therefore the legislation/policy) is correct.

OPA’s mature suite of testing tools ensures that only applications that deliver an accurate and consistent result can be
deployed.

Dynamic Interactive Interviews

The business user who is testing the OPA application will be presented with the following screen:

Key Differentiator: Dynamic interactive interviews

Questions
automatically
created from
source document
without need
for any
programming

Asks least number

of questions in
most logical order
to finalize a
determination

•19
19

OPA will always present the fewest possible number of questions to the business user in order to reach a decision.
Once the interactive interview is completed the business user will be presented with the Determinations report or
Audit trail for the decision reached.

Producing an Audit trail for all decisions reached is vital for any Government agency. Often Citizens may decide to
register an appeal if they are deemed to not be eligible for something. The appeal may occur immediately and the
Citizen’s circumstances may have changed in the meantime. It is important to have an audit trail of the decision, which
legislation the decision relates to and the date/time that the decision was taken. Many agencies store the Audit trail as
part of a Case for that Citizen in a Case Management solution such as Siebel. The Audit Trail can also be emailed to the
Citizen or extracted to a Word document and posted.

There have been cases of Government ministers being summoned to defend a decision reached without have all of the
details of why that determination was made. A full audit trail provides the details of the Circumstances at the time the
decision was made.

Oracle Policy Automation Overview V1.0 February 2010 8

Determinations Report

An example of a Determinations report for the provision of Residential care in our example is shown below:

Key Differentiator: Determination Reporting

Positive and
Negative
statements
automatically
created to explain
determination

Can be used to
build the content
for a letter of
advice or audit

Natural language
engine provides
personalization
and pronoun
substitution

•20
20

Temporal reasoning

One of the most complex aspects of Government solutions is how to handle Changes in Circumstances related to
Citizens. As an example, CMEC (Child Maintenance and Enforcement Commission) is responsible for ensuring that non-
resident parents (NRPs) pay maintenance to their children. These child maintenance payments are calculated for the
NRPs, typically for the period of the current tax year. If this payment is calculated when the NRPs are working the
amounts will be much higher than if the NRP loses their job. In the event of this change of circumstance the payments
will need to be automatically re-calculated until the end of the tax year. CMEC is currently implementing OPA and
Siebel Case Management to handle this requirement.

Traditionally, handling a change in a citizen’s circumstances has been coded as part of a bespoke solution. OPA now
provides ‘out-of-the-box’ (COTS) functionality to enable business users to meet this requirement. The latest release of
Siebel (8.2) has also been enhanced to further extend Oracle’s capabilities in this area.

The following is an example of the screens that a business user may see when building a change in circumstances
solution using OPA. This shows the points in time together with payment details valid at that time.

Oracle Policy Automation Overview V1.0 February 2010 9

 Policy Automation: Temporal reasoning (2)

19

Policy Visualization

Once a business user has defined their policy they may also want to see a visualization of the rules/application. This
facility is useful when trying to assess the implications of making a change to a policy. An example is as follows:

Key Enabler: Policy Visualization

Quickly find
dependencies
across sections,
and claimant data

Clearly identify
base data needed
for decision
making purposes

Find orphaned
sections of
legislation, and
identify unused
data items

21

Oracle Policy Automation Overview V1.0 February 2010 10

Business User Regression Testing

OPA offers a full and mature set of testing tools for the business user. An example of one of these functions is shown
below:

Key Enabler: Business User Regression Testing

Clearly define and communicate Ensure that between policy Instantly run 100s or 1000s
expected behavior for complex versions only expected of test cases, and drill into
scenarios differences occur report results

20

Each test case has a set of expected outcomes. After each change is made the test cases are executed and any
variances in the Actual results (versus the Expected results) are highlighted in red to enable users to quickly pinpoint
any errors.

Multi-Language Support

One of the key differentiating features of OPA is the ability to Author Rules in any language. Many systems can output
data in different languages but do not offer truly natural language capabilities in any language.

There are currently over twenty full language versions of OPA available. In addition OPA includes a Rapid Language
Support module that allows any new language to be quickly and easily developed.

When presented to the business user, OPA appears as a Microsoft Word (or Excel) document with ‘add-ins’ available
from the tool-bar. Sitting behind Word or Excel is a full language set based on the verbs available that can be updated
or amended by the user.

On the next screen there are some examples of non-English language versions for OPA:

Oracle Policy Automation Overview V1.0 February 2010 11

 Key Differentiator: Multi Lingual capability

•Easily add new verbs as needed

Model rules in your native

language in Word or Excel

Integrate natural language

questions into any application

23

This screen shows on the left hand side some Dutch rules that are being used to determine eligibility for a Student
Loan/Grant. On the bottom right are Swedish rules built by Skatteverket (Swedish Tax agency). In the top right corner is
an example of a verb set to show the various forms available.

Oracle Policy Automation Overview V1.0 February 2010 12

5. OPA Benefits
There are many benefits to both the business and IT in using OPA as follows.

Policy Automation benefits

• Dramatically improves time-to-market for changes to

policies and rules
• Simplifies development and maintenance
• Ensures accuracy and consistency in complex
decisions and determinations
• Reduces the burden on IT resources
• Assesses the impact of changes in policy on
customers and citizens through “what if” scenarios
• Provides full audit-trail capability

14

All Government agencies are looking at ways to reduce the time that it takes to implement new policies and make
changes to existing ones. OPA is typically 5-10 times quicker to develop applications than a tradition development
approach.

OPA applications are developed as SOA (Service Oriented Architecture) components for maximum re-use across an
organization. The goal is to ensure that the same calculation is carried out only once and then executed whatever the
channel (Web, Call-Centre, visit to Government office).

Businesses can often become frustrated at how long it takes IT to deliver a solution to the needs. It often takes multiple
iterations before an application is completed. The IT department can also have frustrations at the level of detail that is
provided in the original specification from the business. The use of OPA ensures that the business plays a more
prominent role in building and testing the application before asking IT to help with deployment thus reducing the
burden on IT resources and enabling them to focus on other ‘value-add’ activities.

OPA can also be used for building new Policies or modeling ‘What if’ scenarios to assess the likely impact of any
change. Future tax revenues or benefit liabilities can be calculated using this capability.

Oracle Policy Automation Overview V1.0 February 2010 13

6. OPA References
This section outlines some of the OPA references globally across the Public Sector.

6.1 OPA in Tax/Revenue Agencies

OPA is used by the two largest Tax agencies in the World, the IRS in the USA and HMRC, the UK Tax agency. In addition
OPA is used by Skatteverket (Swedish Tax Agency), SKAT (Danish Tax Agency) and smaller agencies such as the New
Zealand Inland Revenue.

Why do Tax Agencies select OPA?

The following slide shows some of the reasons why Tax agencies select OPA:

OPA Specific Areas for Tax Agencies

Compare the
impact of
Provide self-
detailed policy
service Respond
Using a single or Use risk
calculators for more reliably
repository of interpretation scoring rules
taxpayer to the annual
correct policy, changes on to assess tax
calculations, cycle of
migrate test cases, declarations
reducing changes to
systematically ensuring for further
contact center tax legislation
away from consistent investigation
costs and and policy at
legacy application of and fraud
improving dramatically
systems rules and detection
consistency of lower cost
bottom line
advice
budgetary
impact

OPA at HMRC
HMRC selected OPA (then RuleBurst) as their preferred strategic tool for implementing changes in legislation and new
pieces of legislation in 2006. OPA is included in HMRC’s strategic five year plan based on the ability to empower
business users to take ownership of legislation changes.

The first OPA project at HMRC, called the Employment Status Indicator (ESI) project saved HMRC over £3 Million
Pounds. This project was required to assist with planned changes in legislation affecting self-employed workers.
Changes were being made to determine the tax status of a self-employed worker depending on how long they were
working for the same employer for. HMRC decided to offer a self-service option to Citizens and quickly built and put
live an OPA solution. It was assumed that no more than 25% of enquiries regarding ESI changes would be handled by
the Self service option and HMRC was anticipating having to employ up to 3,000 additional people in their call centres
to handle the extra volumes of enquiries. Within two weeks of the OPA ESI application going live over 90% of enquiries
was being handled using OPA. HMRC therefore didn’t need to recruit the extra Call centre staff and made the
substantial saving.

Oracle Policy Automation Overview V1.0 February 2010 14

Another project at HMRC provided Pension Forecast information as follows:

Scenario 1 Case Study:

Pension Forecast Calculations (UK)

Overview
• HMRC (UK Tax Office) shares
responsibility for UK pensions with the
Department for Work and Pensions
• Pensions forecasting is applied to all UK
citizens, with some special groups (eg
overseas residents) having complex rules
applied
Solution
• Oracle policy automation was used to
capture the complex rules for pensions
forecasting
• Data relevant to the pension calculations is
retrieved from legacy systems and fed
through the calculation rules

Challenges
• Very complex Pension rules for some
categories of pensioner
• Data from several back end tax
systems, in particular the taxation
contributions system (NIRS2)
• Legacy systems very expensive to build
and maintain
• Government required pension reforms
to be implemented quickly to effect their
desired policy outcomes
Results
• The implementation took less than 10% of
the time for the previous legacy system to
be implemented
• Massively reduced maintenance costs
• Significant UK Pension Reforms able to
be handled dynamically in the system well
within budget and time
• After the UK Pension Reforms, increase
of up to 30% in the number of forecasts
issued by HMRC.

One of the most recent projects at HMRC was the delivery of a complex solution to handle Tax Credits. By the summer
of 2010 all HMRC Contact Centres will have access to the system either integrated to their Customer Management
Application (CMA) or working as a standalone application. All 22 million calls received by HMRC per year relating to Tax
Credits will be presented with guidance developed using the OPA technology. The project had a number of
achievement highlights as follows:

• Successful enablement of HMRC staff in rule authoring to provide self-maintenance and extension of rules for
future releases.
• User interface configured to HMRC standards and compliant with the UK Disability Discrimination Act (DDA).
• Rapid and successful development of a rule-base calculator for Tax Credits eligibility and entitlement.
• Smooth integration with CMA.
• Provides pertinent Management Information on the processes and guidance that have been provided to
enable analysis of timings and trends.
• Very good relationship with the customer throughout.
• Strong levels of confidence in OPA products, method and approach.
• On time delivery and within budget.
• Rule architecture developed with future maintenance and version upgrades in mind.

This project has attracted much interest and has been widely praised including the following comments:

“The OPA technology is the most exciting and innovative technology currently within the HMRC Estate. Building on the
success of this project, the key priority now is to grow our rule development capability and to use the technology and
methods to reduce fraud and errors.” Steve Lamey, Director General, HMRC, 3rd December 2009.

“The Rules Based Service is friendly to use and is much quicker to navigate through than the current guidance provided.
I particularly like the new Tax Credit calculator which is much quicker to operate.” Contact Centre Adviser, 3rd
December 2009.

Oracle Policy Automation Overview V1.0 February 2010 15

“It has not been necessary to sell the use of the Rules Based Service to advisers as they have instantly taken to it. They
have been provided with a small amount of training and have needed very little other support since then. The
streamlining of the process seems to indicate that advisers are now more likely to use and follow the guidance than
they did previously, a great result!” Helen Parkinson, HMRC Project Manager, 3rd December 2009.

OPA at IRS

The IRS selected OPA for the following reasons:

Flexibility – policies can be easily modified by business users who have the ability to apply complex rules to individual
tax payer circumstances

Empowered Subject Matter Experts – can build policies and applications without the need for IT assistance. OPA will
help to deal with the ‘brain drain’ as many experienced staff retires over the next five years.

Reduced time to market – OPA is proven to significantly reduce the time it takes to transform policy documents into
real applications.

The following OPA applications are currently live at the IRS:

Recovery Rebate Credit Calculator

Interactive Tax Law Assistance (ITLA) – Covers 18 law categories, available to 20,000 Call centre staff across 25
call centres and 54 service centres.

Requirements Engineering and Tailored Application (RETA)

The IRS is currently evaluating the use of OPA more broadly across its operations including:

Customer On-Line Data Services (COLDS) – Taxpayers will be able to get on-line tax information through an
interactive interview.

Additional On-Line calculators – to assist Taxpayers to determine their Tax and benefits status.

OPA at Skatteverket (Swedish Tax)

At Skatteverket a team of legal advisors from the Legal Department were trained in OPA using the Swedish Language
version of OPA. They quickly built six new applications, three for Citizens and three for small businesses. These
applications covered areas such as an Equity tax due on the sale of a second property. The applications were tested in
conjunction with Call centre staff at Skatteverket. Only then did the Legal department ask IT for assistance to deploy
the applications on their infrastructure.

Skatteverket is now assessing the broader use of OPA within the agency including Kronofogden the Legal Enforcement
part of the agency.

OPA at SKAT (Danish Tax)

OPA was selected as part of an IBM project to deliver solutions for both Motor Vehicle licensing through the
Department of Motor Vehicles (DMR) and also for use on the EKKO (Single Business Account) project.

Oracle Policy Automation Overview V1.0 February 2010 16

OPA at New Zealand Inland Revenue

Following a successful implementation of Siebel within their Call centres, New Zealand Inland Revenue has selected
OPA to assist with Legacy Modernisation activities, handle complex calculations and improve their Citizen experience
through the increased use of Self service applications.

OPA at New Zealand Inland Revenue

Overview The Solution

• The Inland Revenue Department is the New
Zealand Government’s Tax agency.
• Inland Revenue collects most of the revenue
that the Government needs to fund its
programmes.
• The Department also administers a number
of social support programmes.
Challenges
• Large and inflexible Legacy environment
• High cost to deliver and maintain systems
• Poor Decision Support Systems for Staff
• Lack of Agility in developing modern
systems
• Difficultly providing advice to clients
• Selected Oracle Policy Automation as a key
technology in their modernization efforts.
Why Oracle Policy Automation?
• Inland Revenue saw the benefits other Tax
Agencies were deriving from OPA.
• OPA will provide the Department with
increased agility in developing new
systems as part of the modernization
program.
• Inland Revenue are looking at using OPA
for Self-Service in online calculators for
their customers.
• OPA also fit nicely into the Department’s
investment in other Oracle solutions
especially Siebel

Oracle Policy Automation Overview V1.0 February 2010 17

6.2 OPA in Social Services/Welfare Agencies
As stated earlier in this document, the combination of OPA with Siebel Case Management is a market leading solution
for Social Services/Welfare agencies across the globe.

OPA at CentreLink

The first OPA implementation in a Social Services/Welfare agency took place at Australia’s Unemployment office called
CentreLink. The details are as follows:

Unemployment and related benefits

Overview
• Centrelink is a government agency
delivering a range of Commonwealth
services to the Australian community.
• Centrelink is set up so people can get the
help they need in one place, responsible to
Australia’s Department of Human Services
Solution
• Centrelink use Oracle Policy Modeling to
capture over 6,000 of their own business
policies
• Streamlined customer interviews enable
screening and initial data capture for clients
using Centrelink offices and call centres

Challenges Business Results

• Customer details manually entered from
paper form into the mainframe system
• Not user-friendly, with a high level of staff
training particularly in mainframe coding
• Repeat visits for the customer with
duplication of data collection and process
restarts
• Reduced training time for new staff
• Significant savings in customer
processing times and associated costs
• Reduction in repeat contacts from a
customer
• Easier job and business process redesign
• Ability to rapidly extend the system to
other payment types
• Consistent service delivery across a
greater range of channels

32

OPA at British Colombia (Canada)

The combination of OPA and Siebel were selected against a strong niche Social Services provider called Curam at British
Colombia in Canada.

British Colombia was looking for a solution to provide better integration of services especially for the protection of
Children. They were keen to have a single view of the Citizen across all services and to have greater visibility of service
levels and productivity.

OPA was selected together with Siebel as this solution offered a proven, Commercially available Off The Shelf (COTS)
solution for the most financially viable provider with the best business insight. The Oracle solution offered the quickest
implementation option and the lowest total cost of ownership. As part of the Customer demonstrations examples of
British Colombia’s policies were taken from their web-site and demonstrated to key business users in an easy to change
format in Word documents.

Oracle Policy Automation Overview V1.0 February 2010 18

OPA at Forsakringskassan (Swedish Social Insurance Agency)

In November 2007, Forsakringskassan (FK) announced that the Swedish Government was introducing new legislation to
handle claims for Dental Treatment on 1 July 2008. Following a formal tender process, a global Systems Integrator (SI)
was selected to deliver the solution. The project commenced in December 2008 with the SI initially believing that the
legislation/rules were straight forward and could be coded in time as part of the solution.

In January 2008, the SI realized that the legislation/rules were more complex than they first thought (often the case)
and asked Haley to assist on the project. The solution using OPA was delivered on time (in four months) and was a
great success. The solution is used by over 10,000 Dentists in Sweden who process over 20,000 claims per day. The
next phase of implementation is to assist with the detection of fraudulent benefit claims. OPA is now being considered
for the modernisation of a number of other Social Services areas at FK.

One of the main reasons that OPA can be delivered quickly is that the rules are abstracted from the core application. In
this case the rules in the legislation were still being changed up to two weeks before the legislation came into effect. If
the rules had been coded within the application there is no way that the solution would have gone live on time.

FK is one of the strongest OPA Social Services references in Europe.

OPA at SVB (Dutch Social Services)

Following the acquisition of Haley by Oracle in 2009, the Dutch Social Services Bank (SVB) selected an OPA and Siebel
Case Management solution to modernize their solutions. Further details are as follows:

Dutch Social Security Bank

•Background
Sociale Verzekeringsbank (SVB) is the organization that implements national insurance schemes in the
Netherlands. SVB makes sure that you, your children or your parents receive child benefit, AOW pension or
Anw survivor benefit correctly and on time. They have been doing this for more than a century, by order of
the government. Some 4.9 million clients count on SVB.

•Business Drivers
SVB initiated a huge Customer Program called "Ten for Service“ with 3 key business drivers:
1) Enhance Customer Service with one integral customer view
2) Improve efficiency (reduction of 700 FTE out of 3.000 FTE) by less administrative paperwork
3) Become more adaptive and agile by centralising social service policies into one business rule engine

•Products:
Siebel Public Sector Case Management, Oracle Policy Automation (Haley), Siebel Universal Customer
Master (MDM), Oracle Contact Center Anywhere, Siebel Public Sector E-Support, SOA suite for Oracle
Middleware, Weblogic Suite, OBI EE+.

•Why Oracle?
- Total Social Security solution footprint,
- Proven track record in Social Security worldwide,
- Vendor stability and viability
-OPA as proven Policy Automation solution was a clear differentiator

24

SVB is initially implementing a nationwide database for all Dutch Citizens to assist with future ‘Life Events’ notifications
(change of address, birth of new child etc). This is part of the ‘No wrong door’ initiative in the Netherlands that is
similar to ‘Tell us once’ in the UK.

Oracle Policy Automation Overview V1.0 February 2010 19

OPA at the Child Maintenance and Enforcement Commission (CMEC)

One of the most significant new OPA/Siebel wins in Europe since the acquisition of Haley was at the Child Maintenance
and Enforcement Commission. This agency is responsible for ensuring that non-resident parents pay maintenance for
their children. CMEC replaces the Child Support Agency following an aborted attempt to implement a bespoke solution.

OPA was selected to implement eligibility and payment criteria from new legislation. One of the most complex aspects
of this solution is to handle a Citizen’s change of circumstances and the impact losing a job or having another child may
have. The unique Temporal Reasoning functionality outlined earlier in this document will be used to meet the Change
of Circumstances requirement.

This solution is currently being implemented and due to go live in 2011.

OPA at the Department of Community Services (DOCS)

NSW Department of Community Services (DoCS) is part of the greater NSW “Super Agency” of Human Services. DoCS is
responsible for promoting the safety and well-being of children and young people in New South Wales (Australia),
providing child protection services, parent support and early intervention, foster care, adoption services and help for
communities affected by disaster. The department employs over 4,500 staff and had an operating budget in 2007/08 of
A$1.295 billion. DoCS receive around 25,000 reports per month relating to children and young people.

DoCS will be using OPA in support of the high-profile “Keep Them Safe” child protection action plan, a response to a
series of tragic child deaths and the subsequent adverse findings of the Special Commission of Inquiry into Child
Protection Services in NSW (the Wood Report).

The first initiative involving OPA will be the deployment of a web-based mandatory reporter guide
to ensure that the 250,000 professionals in NSW who have a legislated obligation to report children at risk of harm, are
able to do so efficiently and in a manner that facilitates the most effective possible response from DoCS.
Mandatory reporters will be able to select a high level area of concern (e.g. physical abuse, neglect) and then be asked
a dynamic series of multiple-choice and true/false questions to ascertain whether

DoCS need to be engaged, and if so, what contact channel is most appropriate and what priority the issue should be
given. The guide is expected to be rolled out for live public use in January 2010. It will be powered by
Oracle Web Determinations, a component of the OPA run-time suite that produces out-of-the-box interactive web
questionnaires.

The OPA driven on-line Mandatory Reporter Guide will allow these reports to be automatically prioritised and directed
through the appropriate channels, ensuring that:

urgent cases receive urgent attention, increasing the chance of avoiding harm to children

the potential for misclassification by DoCS staff or mandatory reporters is reduced

the time and cost of manually prioritising claims is greatly reduced

DoCS have an opportunity to be seen to be responding proactively to the Wood Report.

In the absence of an automated solution like OPA, DoCS were anticipating a requirement of at least
30 minutes of training for every single mandatory reporter in NSW in manual use of the hard-copy Mandatory Reporter
Guide. The cost of this exercise alone would have been in the millions of dollars, and the intuitive usability of OPA
allows that cost to be avoided.

It is expected that the Mandatory Reporter Guide will be a fluid document, changing frequently in response to updated
requirements and legislative change. The speed of the natural language OPA rules updating process allows
maintenance of the online guide to be agile in response to these requirements, decreasing release turnaround times
and ongoing costs.

Oracle Policy Automation Overview V1.0 February 2010 20

OPA in Local Government Social Services in the UK

A leading Public Sector software and services provider called Northgate has used OPA to develop their Social Services
Revenues and Benefits applications for the Local Government marketplace in the UK. These solutions (called eBenefits
and eRevenues) are used by around 60 of the 440 Local Authorities in the UK.

A screen shot from the eBenefits application is shown below:

Local Government Social Services

33 •33

OPA at DWP

OPA has used to build successful prototypes such as the Better Off Calculator for DWP but to date we do not have any
live solutions running in this agency. We are currently in discussions with DWP regarding the ASD (Automated Service
Delivery) project as a potential replacement for the current Job Seekers Allowance solution. OPA is included within
Oracle’s proposed solution for this project.

OPA at UWV

OPA has recently been used for a number of successful pilots at UWV (Department of Labour and Benefits) in the
Netherlands. It is anticipated that OPA will be used on a live project at UWV during 2010.

Oracle Policy Automation Overview V1.0 February 2010 21

OPA at Queensland Housing Services

OPA is also used in Australia by the Queensland Social Services Department of Housing Services. Further details are as
follows:

Housing Social Services

Overview
• The Department of Housing plays an
important role in providing direct and indirect
housing assistance, and in influencing the Business Results
overall housing system within Queensland to
improve people's lives through housing and • Decisions faster and more reliable
community renewal. • Every user is correctly applying the
Challenges current version of the policy due to single
centrally-deployed application
• Need to ensure that staff applied complex
policies and procedures with flexibility at a • Extracts maximum value from client
local level when required contact time through effective gathering of
client information and dissemination of
• Inconsistent interpretation and application of departmental information during initial
eligibility rules due to the variations in staff client intake
knowledge and skill levels
• Provides clients with clear reasons for
• Reliance upon a small number of decision on housing assistance eligibility
experienced staff
Solution
• Area office staff require less technical
training and experience to be able to
• CARE (Client Assessment and Referral apply policy and procedural rules correctly
Expert) developed using Oracle Policy
Automation
• Policy rules easily updated by non
programmers
• Intelligent, interactive, browser-based
interview
• Auto-generated application form (lodged in
real-time) and comprehensive plain-English
audit trail explaining decision

Oracle Policy Automation Overview V1.0 February 2010 22

6.3 OPA in Immigration/Border Control
There is also great value in the use of OPA in Immigration/Border Control agency. This is best demonstrated by a couple
of specific Customer references.

OPA at the Department of Immigration and Citizenship (DIAC)

DIAC is one of the ‘flag-ship’ OPA customers globally. The background to the solution is as follows:

OPA at DIAC

Overview
• The purpose of the Department of
Immigration and Citizenship (DIAC) is to
‘enrich Australia through the well managed
entry and settlement of people’.
• 6,000 staff located in all states and territories,
160 Australian-based staff in 60 countries
Challenges
• Lack of support for staff in decision-making
roles
• Gaps and vulnerabilities in systems and
processes
• High profile errors in decisions resulting in
political flak
Solution
• A business-user driven solution that allows
DIAC to capture, test, maintain and execute
their policies and legislation
• Integrated within the overall IBM project
solution in a service-oriented architecture
(SOA)
• Self service portal including a Visa Wizard
Business Results
• Massive increase in self service using Visa
Wizard
• Reduced strain on frontline staff to deal with
enquiries about potential Visa eligibility
Strategic Impact
• Delivery of a large number of projects
designed to improve the work environment
for DIAC staff, clients and partner
organizations
• DIAC will be able to better serve clients
through
• Consistent operating processes
• Easily accessible instructions
• Integrated record keeping
• Effective QA processes
• Accessible online training
• Effective reporting

OPA has been used to automate over 1500 policies and is used to process over 750,000 visa applications per year. Over
98% of Call centre visa enquiries are now handled through self service. Anyone travelling to Australia on Business,
holiday or to emigrate can use an on-line Visa Wizard for a fast and effective service. The Visa Wizard screen presents a
questionnaire to the user and based on the answers to the questions then presents a list of the valid Visa types
available, costs and next steps required to complete the visa process.

Many other Immigration agencies are now following DIAC’s lead as one of the most technologically advanced agencies
in the world.

Oracle Policy Automation Overview V1.0 February 2010 23

An example of the Visa Wizard screen is shown below:

47

An example of the potential Visa types available having completed the questionnaire is as follows:

48

Oracle Policy Automation Overview V1.0 February 2010 24

OPA at UK Borders Agency (UKBA)
The UK Borders Agency has also recently selected OPA and Siebel to modernize its key Border Control systems.
Further details are as follows:
OPA at UKBA
Overview
• The UK Border Agency is responsible for
securing the United Kingdom borders and
controlling migration in the United Kingdom.
• It manages border control for the United
Kingdom, enforcing immigration and customs
regulations.
• It also considers applications for permission
to enter or stay in the United Kingdom,
citizenship and asylum
Challenges
• Decision making largely manual and paper-
based, leading to inconsistencies
• Gaps and vulnerabilities in systems and
processes
• Difficult to respond quickly to Government
demand when faced by crises such as the
local/international economic situation
The first project that is currently underway is the implementation of Student Visa rules based on recent changes
legislation.
Oracle Policy Automation Overview
The Solution
• Selected Oracle Siebel and Oracle Policy
Automation to implement a new Enterprise
Case-working System to eventually cover
all aspects of its business (Visa, Asylum,
Border Control, Managed Migration etc)
Why Oracle Policy Automation?
• Business users can own the rules
implemented in the IT systems
• Rules can be changed quickly, allowing the
immigration policy to be changed at short
notice to reflect the country's priorities in
respect of what skills it needs
• Allows the Government to adapt and
enforce the appropriate immigration policy
in response to any national or international
event, such as a major domestic or global
economic downturn
• At a technical level, custom functions can
be embedded in the rules exercised by the
system
V1.0 February 2010 25
6.4 OPA in Defence

The use of OPA in Defence demonstrates the value in a more ERP Oriented environment rather than
CRM/Case Management.

In Defence agencies OPA is typically used to provide Self Service capabilities, in HCM particularly for
calculation of pensions and war veterans benefits as well as when implementing Shared Services for
compensation (pay and benefits).

OPA at the Department of Veterans’ Affairs (DVA)

DVA has been a long standing user of OPA following a highly critical Auditor General’s report on the time taken to pay
benefits to ex-Army war veterans. In some cases war veterans were dying before they received the benefits they were
entitled to.

Further details are shown below:

Veterans’ Entitlements
Overview
• Department is responsible for providing
funding to former Australian soldiers and
service personnel
• It approves and provides funding for
Healthcare, Pensions and Home
renovations.
Solution
• Enabled comprehensive re-engineering
compensation claims policy and process
• Guides assessors through the rules for
more than 250 medical conditions
• Personalised evidence-gathering
questionnaires tailored to the client’s
medical circumstances and service history
• Determination of rates of payments

Challenges
• Highly critical Auditor General report on
veteran compensation payments
• Lengthy claim process: veterans dying
before processing completed
• Up to 12 staff members involved in
processing each claim
• Legislation allowed subjectivity and
discretion by assessors
• Assessments were inconsistent and
open to appeal
Results
• 60% more claims in 60% less time
• 80% productivity improvements
• Appeals reduced by 30% (cost of appeals
previously half the total cost)
• 33% reduction in the processing staff
• Reduced reliance on senior staff / doctors
• Administrative savings alone of more than
$2m per annum

17

OPA at the Ministry of Defence (UK)

The UK MOD uses OPA to determine ex-Army war veteran’s benefit and pension entitlements.

Oracle Policy Automation Overview V1.0 February 2010 26

6.5 OPA in Other Government Agencies

OPA has also been used across a number of other Government agencies as follows:

OPA at the Dutch Statistics Bureau (CBS)

Statistics Netherlands is responsible for collecting and processing data in order to publish statistics to be used in
practice, by policymakers and for scientific research. In addition to its responsibility for (official) national statistics,
Statistics Netherlands also has the task of producing European (community) statistics. The legal basis for Statistics
Netherlands and its work is the Act of 20 November 2003 last amended by the Act of 15 December 2004 governing the
central bureau of statistics (Statistics Netherlands).

The information Statistics Netherlands publishes incorporates a multitude of societal aspects, from macro-economic
indicators such as economic growth and consumer prices, to the incomes of individual people and households.
Statistics Netherlands’ statistical programmes (the long-term statistical programme and the annual work programme)
are set by the Central Commission for Statistics. This is an independent commission that watches over the
independence, impartiality, relevance, quality and continuity of the statistical programme.

The Director-General decides autonomously which methods to use to make these statistics, and whether or not to
publish results. Statistics Netherlands aims to reduce the administrative burden for companies and the public as much
as possible. To this end it uses existing administrative registrations of both government and government-funded
organisations. The information from these files is supplied to Statistics Netherlands free of charge. Only if they do not
contain sufficient information, Statistics Netherlands is allowed to conduct supplementary surveys among companies
and private persons. Companies are usually obliged by law to supply information to Statistics Netherlands and can be
forced to cooperate under certain circumstances; Statistics Netherlands may use sanctions such as administrative fines.

The Income Statistics project implemented a data enrichment of information held about the incomes of all
the 6 million households. The data feeds were given to CBS and they ran through a series of rules at
different entity level (person, household, family and income) and derived a new set of attributes that they
could then report on. CBS are only allowed to hold the data for a number of days so high performance was
essential.

The benefits of using OPA attained by CBS are as follows:

Reduced run times for statistical models across CBS.

Ease-of-training of CBS staff to promote wide-scale adoption.

Enables statistians to model rules not available as part of standard ETL (Extract, Transform
and Load) data handling processes.

OPA at the Learning Skills Council

The UK Learning Skills Council (LSC) is using OPA to modernize multiple settlement systems within their organization.
The OPA solution calculates twelve monthly payments for the academic year based on the course that a person is
currently enrolled on. Further planned work with LSC include a summation of payments from not only an individual’s
perspective (what are my total payments etc) but also summation at the institution level (what is the total amount
being paid to all individuals at an institution, what’s the average number of courses that each person at a particular
institution is enrolled on.

Oracle Policy Automation Overview V1.0 February 2010 27

OPA at the Legal Services Commission

The Legal Services Commission (LSC) is a Non-Departmental Public Body funded via the Ministry of Justice. It is
responsible for ensuring fair access to legal assistance for all and provides legal aid in England and Wales. The LSC has
committed to reduce its cost base over the next two years as part of a Business Transformation Programme. Over the
last year, it has developed a ‘Blueprint for Change’ to its core delivery processes and systems. This programme
identifies the required organisational, process and systems change, underpinned with a rigorous business case and
implementation plan. This Blueprint is designed around the exploitation of Oracle E-Business Suite.

LSC already has a successful E-Business Suite R11 implementation for supplier management, which is rolled out to over
15,000 legal service providers. The new project is however truly transformational for the LSC’s business. LSC therefore
needed to:

Implement a new system for Case and Cost Management, driving self-service and reducing costs

Leverage its investment in software and in-house skills in Oracle

The new system has E-Business Suite R12 at its heart, predominantly using the case management and financials
components of the suite. Oracle SOA technology will be used to manage business process flows and expose case
application functions to the legal community through a portal. The portal will incorporate a “rules engine” to help
determine both eligibility for legal aid, and the amount of legal aid available. OPA was selected as the Rules engine
following a competitive tendering process.

OPA at the Dutch Government Real Estate Agency/the Rijksgebouwendienst (RGD)

The Rijksgebouwendienst (RGD) is the internal real estate agency of the Dutch government and an Agency of Ministry
of Housing, Town and Country Planning and Environment in the Netherlands. RGD is responsible for
design/architecture, build, exploitation and maintenance of all government buildings in The Netherlands: prisons,
military domains, the royal palace and all buildings and private houses of the royal family.

OPA will be used to help with the modernization of Legacy systems including the rules to determine which property
needs a particular type of maintenance.

Oracle Policy Automation Overview V1.0 February 2010 28

OPA at BusinessLink

One of the key strengths of OPA is its ability to rapidly deploy self service applications. A good example of where this
has been used to great effect is at BusinessLink in the UK. See further details below:

BusinessLink
BusinessLink is a government-funded advice and guidance service for small businesses in England.
(There are equivalent organizations providing similar services in other parts of the UK.) BusinessLink has
built and deployed several applications which are powered by the Oracle Policy Automation product.

Business Start-up Organizer

http://www.businesslink.gov.uk/bdotg/action/getStarted?r.li=1077150353&r.s=a

Personal Development Plan

Assesses the management and leadership skills of company owners and managers.
www.businesslink.gov.uk/pdp

Health and Safety Performance Indicator

http://www.businesslink.gov.uk/bdotg/action/haspi?r.s=sl

R&D Tax Relief

http://www.businesslink.gov.uk/bdotg/action/layer?r.l2=1073859200&r.l1=1073858808&r.s=tl&topicId=1077465866

Legal structure
Assists a user to decide which legal structure would be the most appropriate for the business.
http://www.businesslink.gov.uk/bdotg/action/layer?r.l2=1073859215&r.l1=1073858808&r.s=tl&topicId=1077472554

Advertising media
Assists a user to decide what would be the most cost-effective media for the business.
http://www.businesslink.gov.uk/bdotg/action/layer?r.l2=1073858827&r.l1=1073861169&r.s=tl&topicId=1074484161

VAT [sales tax] scheme

Helps the user find out whether there is a VAT accounting scheme that would help their business.
http://www.businesslink.gov.uk/bdotg/action/layer?r.l2=1073859245&r.l1=1073858808&r.s=sm&topicId=1074419970

Expectant and new mothers

Helps employers gain a clear idea of their responsibilities to new or expectant mothers along with some best practice guidance.
http://www.businesslink.gov.uk/bdotg/action/layer?r.l2=1073858926&r.l1=1073858787&r.s=tl&topicId=1077460344

OPA at City of Calgary

Further details of this project in Canada are shown below:

The City of Calgary

Overview
• The City of Calgary has a population of 1,019,942 people and is
the 5th largest city in Canada. Some key administrative
responsibilities for Calgary City include Assessment & Taxes,
Planning & Building.
• The City's Land Use Bylaw 1P2007 was approved by Council and Business Results
became effective on June 1, 2008. It was this new complex land • Improved Customer Satisfaction
use bylaw that triggered the assessment of a determination engine
• Potential applicants are provided with an
that could effectively manage and execute complex regulations
and legislation. intuitive and interactive online guide to
determine the license/permit that they require
• Greater Flexibility
Challenges
• With OPA, policies can easily be modified by
• Potential applicants had to navigate a complex set of non-IT personnel
regulations to try and determine what licenses/permits are
required for a specific type of land use - for example – • Able to apply complex permits and licenses for
restaurant, night club, parking lots. specific land use
• Inconsistent interpretation and application of rules due to the • Improved Time to market
variations in staff knowledge and skill levels • OPA is proven to significantly reduce time in
transforming policy documents into an “active”
form
Solution
• Oracle Policy Automation (OPA) provided the ideal solution for
the City of Calgary:
• OPA’s interactive online guide enable end users to
navigate successfully and efficiently through the complex
maze of regulations, policy, licenses and permits to
intuitively present them with the license or permit that
they require for their specific land use.

Oracle Policy Automation Overview V1.0 February 2010 29

OPA at Montana Department of Justice - Motor Vehicle Division

Further details of this OPA project in North America are shown below:

The Montana Department of Justice –

Motor Vehicle Division
Overview
• The Montana Department of Justice – Motor Vehicle Division's
(MVD) mission is to promote efficient, cost-effective programs
that benefit the interests, safety and well-being of Montana
citizens through licensing, registering and regulating the
motoring activities of the public.
• MVD process approximately 1.2 – 1.4 million dealer
registration for vehicles and licenses.
Challenges
• To streamline and improve accuracy in processing dealer
registration for vehicles and licenses.
• Inconsistent interpretation and application of rules due to
the variations in staff knowledge and skill levels
Solution
• Oracle Policy Automation (OPA) provided the ideal solution
for the Motor Vehicle Division
Business Results
• Significant Cost Savings
• OPA provided MVD the ability to process
licenses in a more efficient and accurate
manner which aligns with the department
mission of providing cost effective programs
that benefit Montana citizens
• Improved Customer Satisfaction
• Faster turnaround time of processing
application will lead to increased customer
satisfaction
• Greater Flexibility
• With OPA, policies can easily be modified by
non-IT personnel
• Able to apply complex license policies
• Improved Time to market
• OPA is proven to significantly reduce time in
transforming policy documents into an “active”
form

OPA at Texas On-line Portal

Further details of this OPA project in North America are shown below:

TexasOnline: Official Portal of Texas

Overview
• TexasOnline, is the official eGovernment web site for the
State of Texas developed by the Texas Department of
Information Resources and a private contractor, BearingPoint.
• TexasOnline is a fully integrated web portal and eCommerce
solution, TexasOnline has seamlessly integrated state and Business Results
local governments into a “one stop shop” for citizens. • Significant Cost Savings
• TexasOnline is intended to serve as the official compilation of • Improved Customer Satisfaction
Texas government electronic resources, both at the state and • Greater Flexibility
local levels, and as an index of Texas governmental or taxing • With OPA, policies can easily be modified by
authority web sites and services. non-IT personnel
• Able to apply complex license policies
• Improved Time to market
Challenges • OPA is proven to significantly reduce time in
• To modernize the current portal to improve experiences for transforming policy documents into an “active”
citizen self service form

Solution
• Oracle Policy Automation (OPA) provided the ideal solution for
the TexasOnline Portal to assist in modernizing the current portal
.

Oracle Policy Automation Overview V1.0 February 2010 30

OPA at Massachusetts Registry of Motor Vehicles

Further details of this OPA project in North America are shown below:

Massachusetts Registry of Motor Vehicle

Overview
• The Registry of Motor Vehicles has primary responsibility for
issuing and maintaining records related to motor vehicle
registration and operators' licenses, enforcing the motor vehicle
law to promote highway safety by ensuring that every driver meets
minimum competency standards and by withdrawing driving
privileges from anyone who proves to be a threat to other drivers, Business Results
and collecting sales taxes on motor vehicles. • Significant Cost Savings
• Improved Customer Satisfaction
Challenges • Greater Flexibility
• Rationalization & modernization of current systems to improve • With OPA, policies can easily be modified by
services to citizen. Rules replacement project is first phase of non-IT personnel
entire process to have Systems Integrator implement new • Able to apply complex license policies
RMV system. • Improved Time to market
• OPA is proven to significantly reduce time in
transforming policy documents into an “active”
form

Solution
• Oracle Policy Automation (OPA) provided the ideal solution
for Massachusetts Registry of Motor Vehicle

Oracle Policy Automation Overview V1.0 February 2010 31