ࡱ> HJG  bjbj "*jjlbbbb 8 ,2 (    ,,,,,,,$- /3,  3,E bb  H,E E E bl  ,E ,E E C), , Ѳ|  4* ,^,0,*:0E 0 ,E bbbb Recommendations for a Comprehensive Case Management Solution By Oracle Corporation OVERVIEW Government and commercial organizations that process cases collect a tremendous amount of information over a cases lifespanall of which should be organized and made accessible. A case is defined as all of the information about people, processes, resources, business rules, tasks, analysis, details and evidence that have to be captured and managed. Case management is a collaborative and structured process to address an issue that cannot be resolved immediately by using an existing knowledge base of information. The resolution process may include conducting research, performing investigative queries, documenting case facts and reviewing case outcomes. A comprehensive case management solution starts with a Web-based application that manages all of these elements and also provides an open environment so most third-party software, such as biometrics, geo-spatial or other specialized technology, can be integrated into a complete and extensible case management system. A robust solution also lets organizations automatically create tasks based on business rules; assign tasks; maintain a single source of truth for each case; log and timestamp all updates; manage attachments including documents, images, audio files, html files, and more; set up notifications and alerts for events; and create comprehensive integrated reports. Case-Centric Focus An integrated case-centric solution captures specific details such as name, address, phone, case number, location, and other essential data only once. Thus, customers, agents and managers, regardless of location, can access the data from any part of the system. When a document or other correspondence is generated, the data fields are inserted into the document, assuring that information is always up to date. Portal Based Access to Case Information Typically a web portal lets agents access all their case information and perform diverse activities such as capturing and querying case details, conducting interviews, comparing images, and searching, as well as reporting and analysis. Agents get extensive knowledge about the case and all interactions with the case across the entire organization. And users can customize their home page with specific capabilities, alerts and notifications, and reports and charts of important case metrics. Robust Data Model A case management solution should include a data model that captures information about all individuals and agencies in a case, as well as relationships between those entitiesall in the same database instance. Even the most complex relationships should be tracked, maintained, and analyzed to discover trends or new relationships between individuals or organizations, as well as provide a history of relationships with creation and expiration dates. The data model should also expand to include additional data fields and types, without the need for costly and time-consuming programming. The application can provide a point and click window to create new fields, re-label existing fields, or move the screen location of the fields so that the data is meaningful and accessible to the customer or agents. Automated Business Process Flows A case management solution should enable system administrators to use specific business rules to control the access and flow of information among customers, agents, management and organizations, from the time the inquiry or case is opened to the time it is assigned to a field agent. Headquarters staff can receive alerts when a field office takes action, without having to follow up. Notifications and alerts can be based on action performed in the system, status changes, or data thresholds, or they can be generated manually by an agent or other end-user. They can also be deployed via e-mail to the casework queue, a pager, cell phone, or other mobile device. Workflows can be graphically configured to include particular business rules without requiring custom programming. Additional tasks can be built into the system to streamline or create consistency among tasks and events. Integrated Reporting and Analysis A case management solution should include easy-to-use, comprehensive, Web-based reporting, ranging from online queries to standard reports; from ad-hoc queries to senior-level business intelligence (real-time and historical). Information on investigation workload, status, and trends, is accessed through a pre-built, configurable, or customizable portal. Built-in Document Management The case management system should serve as the central repository for all content and related metadata, including productivity files (documents, spreadsheets, presentations), html files, multimedia (images, audio, video), e-mail, and XML documents. It should include key document management capabilities such as attaching, viewing and tracking. Access is controlled by the users security profile. In addition, advanced search functionality adds significant intelligence to an investigation by allowing agents to find cases related to any file. The system should be able to search all case data, including character-based data as well as the supplemental data and evidence attached to the case. Case History and Audit Trails Every case history should be tracked at a significant level of detail including every individual who provides any type of information. Every case should have an interaction history and audit trail, indicating which individuals have added or changed information and when. The interaction history feeds a knowledge base, which is a repository of information that can be used by customers and/or other agents to leverage the experience of other agents and the outcomes of other cases. In addition, this information can be used for reporting purposes. A case management solutions accounting and auditing features should be as granular and flexible as possible to ensure that the appropriate information is recorded, as dictated by the application or system security policy. This helps ensure that the size of audit trails remains manageable and the important records easily accessible. The system should also permit accounting and auditing plans to be enabled quickly to implement crisis plans. Multiple, Integrated Points of Entry (Channels) The case management solution should be able to handle multiple integrated channels of communications, which may include the Internet, phone, e-mail, mail or face-to-face. This lets customers and case workers communicate through their channel of choice, integrating information from these channels to ensure accurate and timely information. For example, if a customer enters information at the Web site and then immediately calls the Call Center, the same information must be accessible to the agent on the telephone. For more information, contact Jerry Green, for Civilian Agencies, at  HYPERLINK "mailto:jerry.green@oracle.com" jerry.green@oracle.com or 703-364-2574; or Michele Pretka, for Department of Defense, at  HYPERLINK "mailto:michele.pretka@oracle.com" michele.pretka@oracle.com or 703-364-8077. >TU^ @ I R S { k } Hj45`abxy      ĩĩ OJQJ^JjCJOJQJU^J0JCJOJQJ^JjCJOJQJU^JjCJOJQJU^J5\5CJOJQJ\^JCJOJQJ^J6CJOJQJ]^J5OJQJ\^J,>TU^_ R S { | j k } ~ AD$a$   dhGHjk        1h/ =!"#$%DyK jerry.green@oracle.comyK <mailto:jerry.green@oracle.comDyK michele.pretka@oracle.comyK Bmailto:michele.pretka@oracle.com i8@8 NormalCJ_HaJmH sH tH 88 Heading 1$$@&a$5\22 Heading 2$@&5\88 Heading 3$$@&a$5\<< Heading 4$$@&a$ 5CJ \<< Heading 5$$@&a$ 6CJ]<< Heading 6$$@&a$ 6CJ]H@H Heading 7$$@&a$5CJOJQJ\^JB@B Heading 8$@&5CJOJQJ\^J<A@< Default Paragraph FontRR o.body textdd7$8$CJ_HaJmH sH tH || o.body subhead 1$dx7$8$35B*CJOJQJ\^J_HaJmH phsH tH LL o.quoted7$8$6CJ]_HaJmH sH tH H"H o.body bullet & F h@h^hd2d o.sidebar textd8(7$8$$CJOJQJ^J_HaJmH sH tH D1BD o.sidebar bullet & F .U@Q. Hyperlink >*B*ph,b, Header  !, r, Footer  !6B@6 Body TextCJOJQJ^J*>TU^_RS{|j k } ~ A D dhGHjk 0h000x00000000x0000x0000x000000x000000x000x000x0000000000000   4axXX8@0(  B S  ?  333Internal Systems~C:\Documents and Settings\mpretka\Application Data\Microsoft\Word\AutoRecovery save of Intergovt Solutions CRM Newsletter2.asd LisaLNelsonjI:\XC - Citizen Services\XCI - Intergovernmental Solutions (OLD MG)\citizen services newsletter\oracle.docDarleneSMeskell|I:\XC - Citizen Services\XCI - Intergovernmental Solutions (OLD MG)\citizen services newsletter edited\in process\oracle.docDarleneSMeskelliC:\Documents and Settings\DarleneSMeskell\Application Data\Microsoft\Word\AutoRecovery save of oracle.asdDarleneSMeskelliC:\Documents and Settings\DarleneSMeskell\Application Data\Microsoft\Word\AutoRecovery save of oracle.asdDarleneSMeskelliC:\Documents and Settings\DarleneSMeskell\Application Data\Microsoft\Word\AutoRecovery save of oracle.asdDarleneSMeskelliC:\Documents and Settings\DarleneSMeskell\Application Data\Microsoft\Word\AutoRecovery save of oracle.asdDarleneSMeskellwI:\XC - Citizen Services\XCI - Intergovernmental Solutions (OLD MG)\citizen services newsletter edited\final oracle.doc ShellerDBrown8\\scox-cluster1\ShellerDBrown$\letter14\final oracle.doc ShellerDBrown"C:\letter14\14-CCRM-OracleCorp.doc m!*/W,vQFpT FVv$[^rfj?`0,orpoZt^TSt|Njh ^`OJQJo(h ^`OJQJo(oh pp^p`OJQJo(h @ @ ^@ `OJQJo(h ^`OJQJo(oh ^`OJQJo(h ^`OJQJo(h ^`OJQJo(oh PP^P`OJQJo(h ^`OJQJo(h ^`OJQJo(oh pp^p`OJQJo(h @ @ ^@ `OJQJo(h ^`OJQJo(oh ^`OJQJo(h ^`OJQJo(h ^`OJQJo(oh PP^P`OJQJo($ph^`pB*CJ EHOJQJ^JaJ o(phh ^`OJQJo(h pp^p`OJQJo(oh @ @ ^@ `OJQJo(h ^`OJQJo(h ^`OJQJo(oh ^`OJQJo(h ^`OJQJo(h PP^P`OJQJo(oh   ^ `OJQJo( hh^h`OJQJo( ^`OJQJo(o pp^p`OJQJo( @ @ ^@ `OJQJo( ^`OJQJo(o ^`OJQJo( ^`OJQJo( ^`OJQJo(o PP^P`OJQJo(h ^`OJQJo(h ^`OJQJo(oh pp^p`OJQJo(h @ @ ^@ `OJQJo(h ^`OJQJo(oh ^`OJQJo(h ^`OJQJo(h ^`OJQJo(oh PP^P`OJQJo(h ^`OJQJo(h pp^p`OJQJo(oh @ @ ^@ `OJQJo(h ^`OJQJo(h ^`OJQJo(oh ^`OJQJo(h ^`OJQJo(h PP^P`OJQJo(oh   ^ `OJQJo(h ^`OJQJo(h ^`OJQJo(oh pp^p`OJQJo(h @ @ ^@ `OJQJo(h ^`OJQJo(oh ^`OJQJo(h ^`OJQJo(h ^`OJQJo(oh PP^P`OJQJo(h ^`OJQJo(h pp^p`OJQJo(oh @ @ ^@ `OJQJo(h ^`OJQJo(h ^`OJQJo(oh ^`OJQJo(h ^`OJQJo(h PP^P`OJQJo(oh   ^ `OJQJo($p^`pB*CJ EHOJQJ^JaJ o(ph TSt|/W,oZt!*[^vQj?`0,oT FV                            2:O                                            @@`@UnknownG: Times New Roman5Symbol3& : Arial?5 : Courier New;Wingdings"qh#{F{&zF + 1z 2$20ds 2Q9Oracle Article for Intergovernmental Solutions NewsletterInternal Systems ShellerDBrownOh+'0 $4 LX t   :Oracle Article for Intergovernmental Solutions NewslettertracInternal Systemsr IntenteNormallShellerDBrownms12lMicrosoft Word 9.0I@d@dž@T˜@ $в+՜.+,D՜.+,t0 hp  Oracle Corporation1 s2 :Oracle Article for Intergovernmental Solutions Newsletter Title4 8@ _PID_HLINKSA M(!mailto:michele.pretka@oracle.com3Lmailto:jerry.green@oracle.com  !"#$%&'()*+,-./012345689:;<=>@ABCDEFIRoot Entry F ],ѲKData 1Table0WordDocument"*SummaryInformation(7DocumentSummaryInformation8?CompObjjObjectPool ],Ѳ ],Ѳ  FMicrosoft Word Document MSWordDocWord.Document.89q