1. Anita Fu Principal CRM Solutions Consultant Improve Program Outcomes & Service Delivery through Customer Relationship Management

2. The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

3. Provide a Common Service Delivery Platform – Citizen-centric – Case Management – Portals and Content – Automated Workflow and Assignment – GIS – Mobile Computing – Rules Engine Manage Master Data Enable Self-Service Embed Business Intelligence and Analytics Oracle iGovernment Transform Government Service Delivery

4. To address these business challenges, organizations seek solutions that enable new client centric services Vision Delivery Challenges - Changing priorities - Increasing demand for services - Increasing client expectations - Difficult to gauge whether programs are effective - Inconsistent decision-making - High staff turnover and low supply - Application Silos - Duplicative services & service gaps - Disjointed service delivery Coordinated Service Delivery Increased Responsiveness Person-Centric Processes Transparency

5. Service Call Center - Client Identification - Intelligent routing - Problem resolution & escalation Web Self Service - Online benefits access - Problem reporting - Problem resolution Email - Auto-acknowledge - Routing - Assisted response Social Services  Workforce Services  Health services  Immigration Social Services  Workforce Services  Health services  Immigration Child Welfare Public Pensions Customer Service Case Management Workforce Services Transform Delivery Of Citizen Services Integrated Case Management and Service

6. Agency AAgency BProviderPartner Extend access to clients, providers, other agencies Allow self-submission with existing forms Guarantee consistent rules are enforced regardless of channel Web Contact `Center Field Office Field Workers Case Management Self-Service Support Consistent Client Experience Across Channels

7. Cross-Industry Solutions Siebel Public Sector Oracle | Siebel Public Sector Solutions Marketing Automation Partner Management Field Service Enterprise Analytics Customer Service Case Mgmt Master Data Management Solutions tailored to Public Sector requirements Leverage additional cross- industry and vertical solutions as needed Integrated across the Oracle family of applications Vertical Solutions Financial Services Life SciencesUtilitiesHealthcare

8. Siebel Public Sector Siebel Public Sector CRM Solutions Investigative Case Management Better Manage Revenue Enterprise Analytics Benefits Case Management Citizen- Centric Service  Improve Citizen Response  Greater Focus on Service Performance  Improve Benefits Mgmt in Human Services  Multi- agency Data Integration  Single View of Taxpayer  Targeted Outreach and Better Service in Postal Services & Licensing  Citizenship and Border Control Management  Multi-agency Collaboration  Program Performance Measurement  Agency and Division wide Analytics

9. Siebel Public Sector Siebel Public Sector CRM Solutions Showcase Deployments Investigative Case Management Better Manage Revenue Enterprise Analytics Benefits Case Management Citizen- Centric Service  NYC 311  Hong Kong 1823  London Borough Tower Hamlets  City of Cologne  Citizenship & Immigration Canada  US Immigration Naturalization Service  LaPoste, US Postal Service,  Hong Kong Post  South Africa Revenues & Customs  NYC 311 CRM Analytics  Leeds Call Center Analytics  City of Leeds, UK  US Centers for Medicare/Me dicaid  Australia Family & Community Services

10. Siebel Public Sector Analytics Actionable Insight Across All Roles Manager Real-time environment automatically prioritizes the agent’s workload Performance indicators for individuals measure performance against organizational averages and / or targets Track suspect and suspicious group activities Agent / Case Worker – Pre-built guided navigations allow users to quickly investigate root-cause analysis of case management processes – Mid-course corrections are enabled through early warning for potential bottlenecks and backlog – Executive dashboards provide organizational performance overview in a single glance – Pre-built index metrics provide quick performance indicator of teams’ or individuals’ performance against other teams, divisions or organizational targets Department Head

11. Case Management Analytics: Base Application Foundational functionality to track the progress of social services and investigative cases; keep inventory of applicants, suspects and cases by type and stage; monitor employee and office case loads Case Investigations Analytics: Add-on Track external incidents and investigative leads as part of the overall case management process Benefits Management Analytics: Add-on Track the types of clients being served, and the types and amounts of benefits and services being delivered Case Analytics – Solution Offering

12. Case Analytics – Sample Metrics Sample Case Management Metrics Sample Case Investigation Metrics Benefits / Incidents Avg Incident Duration Target Incident Duration Incident Load # of Orders Lead / Incidents Incident Load per Worker Lead Open / Close Rate # of Currently Active Leads / Incidents Lead / Incident Duration Payments Average Payments # of Customers Sample Pre-Built Dashboards Organizational Efficiency Case Lead Incident Activities SRs Targeting and Delivery Delivery Overview Populations Served Customer Demographics Case Outcomes Performance Scorecard My Cases My Activities and SRs My Incident and Leads My Team Cases My Team Activities / SRs Workloads and Backlogs Loads Priority Overdue Queue Sample Benefits Management Metrics Case Loads Durations Counts Open and Close Rates Case Stage Durations Duration Index Work Center Case / Incidents # of Cases / # of Incidents # of Case/Incidents untouched for 15 days Activity / SRs # of Activities / SRs # of Overdue Activities # of Critical Activities / SRs Activity / SR Activities # of Cases with Activities Days Activity Open Activity Creation Rate SRS # of SRs with Activities % of SR with Overdue Activities Avg # of Activities per SR

13. Measurable Results 40 systems consolidated into one >1 million unique inquiries answered per week 9 months to go live with global case management system 10 day decrease in overall order fulfillment cycle time 20% increase in employee productivity $3 million a day in savings 6% increase in customer satisfaction $450K saving per year & 14% increase in customer satisfaction

14. Customer Show Cases Case Studies of Leading Citizen Services Providers

15. New York City 311 Citizen Response ChallengeApproachDelivery  Provides services for 8 million city residents  40 different call centers, accessed through over 11 pages of phone numbers (blue pages)  Overlapping agency responsibilities sometimes made it unclear who was responsible for what, limiting responsiveness  Centralized all call centers and hotlines into one three- digit phone number : 311  Single service center staffed by over 1000 operators  Direct links to 122 police stations, 12 City Departments Benefits to NYC Residents  Call one simple number for all NYC inquiries (State, Local, Fed)  Up to 40,000 calls a day  90% of calls answered by person in 5 seconds  80% of inquiries resolved in less than 30 seconds Benefits to NYC  No new hires, no layoffs  Integrated diverse IT systems, cultures, and processes  Administrators now have a comprehensive view of city issues  Emergency response system during emergencies; blackout; ferry accident “It’s not just a citizen service hot line, it is the most powerful management tool ever developed for New York City government. I can’t imagine running the city without it. —Michael Bloomberg, Mayor, New York City

16. NYC’s IT Shared Services Organization Delivers Spatial as a Service to 311 and Other Key Departments The Problem: Driven by lessons of 9/11 – Unable to catalogue emergency response capabilities, publish plans, and synchronize resource deployment – Different naming conventions, different systems, many assets owned by private sector – Response to emergency events severely compromised The Solution: – Department of Info Tech & Telecommunications Developed standardized digital base-map for all agencies, INCL: 6,000 miles of underground pipes, 1 million water / sewer connections, 32,000 sq. miles of Infrastructure Data, and 75,000 digital photographs Integrated a number of existing implementations – Office of Emergency Management created a public site for emergency preparedness

17. DoITT’s Integrated NYC Spatial Architecture

18. Case Study: Belgium Federal Government and eID Create portal to Citizen, Govt., Business with timely, convenient access to Government Information & Services, and enable cross federal agencies work Objective: Take people and economy to the next level Empower people with efficient & fast access to information & services Automate & unify the administrative processes go along with interacting with the govt. Solutions: End-to-end platform without patchwork Easily integrate into a heterogeneous environment Robust Portal solution Results: One-Stop Shop Portal Access Info & Services adhere to govt. processes Civil servants e-communities

19. Citizen-centric Online Services … That are Context Aware and Handle Exceptions Device Footprint Location-based Role-based – Work role – Age, gender, religion – Time-of-day Existing Government and Private Sector Portals and Services Federated Portal Call Center/ Siebel CRM Click-to-Dial Single-View of Services

20. Citizen-centric Online Services … Single-View of Services Existing Government and Private Sector Portals and Services eCitizen Federated Portal

21. Case Study: Belgium E-ID (BeIPIC) Project Belgian Personal Identity Card ( BelPIC ) Organization Description – Deployment from 2005-2008 – All citizens 12+ – Kids ID coming Make national deployment of E-ID easier with a self-service portal for issuers Federal Government FedICTInterior National Registry

22. Oracle Solution for Fedict/ Ministry of Interior e-ID Card (BELPIC) eID card (BELPIC), which electronically reads and validates identity data, authenticates data remotely, and provides a digital signature for electronic documents WebLogic Server for BELPIC – the personal ID card Create a highly secure, easy-to-use and affordable digital identity system for all citizens to use to file taxes, open bank accounts and make purchases online. Solution Powered by BEA Opportunities & Challenges + + + Belgian citizens can already use the new eID card for identification, authentication and authorization for many public facing services, including: secure online tax form declaration, official document requests (marital status, birth certificate, etc.), electronic submission of court case conclusions, as well as access to the public library, swimming pool and other community services. The Belgian government estimates that by the end of 2009, 8.2 million citizens age 12 years and older will have eID cards. Results

23. Customer Show Cases Case Studies of Case Management

24. Agency / Goals SolutionBenefits Siebel was selected for standard CRM and Case Management Inbound pension registrations Siebel drives the business process, case, legacy integration, real-time data validation Managing approximately 64,000 calls / monthly Solution implementation was viewed as a success, Siebel was selected in 2007 to expand footprint taking on the new Working Age Program for DWP Partners: IBM, EDS, Accenture, Booz Allen Manage the UK Government's pensions and working age benefits systems and strategies 125,000 employees—a quarter of the UK Civil Service—in 2,000+ locations across the UK Makes more than 3 million benefit payments worth some £360 million annually Business Objectives Meet UK e-Government mandates Provide consistent, accurate and convenient services Meet rising demand with fewer resources Reduce cost, improve efficiency and flexibility Pensions Single view of citizen across legacy systems Improved agency efficiency, effectiveness and cost savings Improved data management— more controlled access to citizen information Registration process handling time down from 2-3 weeks to 2-3 hours Reduction of paperwork Department for Work and Pensions (DWP)

25. Citizenship & Immigration Canada Pain Points  Multiple sources of citizen information – 14 custom, legacy systems  9 month case backlog  More than 1 million Non Immigrant Applications  >200,000 landings (Immigrants & Refugees) annually  16.5 million clients (with nearly 8M aliases*)  70+ global locations with 49 points of entry (air, marine, land) and 3 call centers  1,200 installed seats  5,000 seats planned of Siebel Case Management by Jan. 2006  UCM / UAN “single view” of citizen  2,500 seats LIVE with Siebel Analytics  Live as of Q404 > Citizenship process  Deployed in offices across Canada, impacting more than 100,000 cases per year  Reduced duplication by connecting existing information systems, devices, and personnel  Delivered technology matched to identified and anticipated needs of agency and constituents Siebel Solution Benefits

26. Customer Show Cases Public Sector Local References

27. Local References CustomersBusiness SolutionSiebel Solution HK Efficiency Unit - 1823 – Single number Citizen Easy Link since 2001 - Siebel Call Center provides 24 x 7 one- stop service for wide range of government services - Multi-channel solution: phone, Internet, e-mail, postal mail - Handled over 1M calls in 2003 - Supporting 400+ call center agents and 14 departments Siebel Call Center Solution - Inbound Service Enquire - Case Management - Knowledge Base - eMail Response Hong Kong Towngas - Using Siebel as Enterprise CRM solution. - Phase I - Sales, Services, Field Services, Work Order - Phase II – Service Handheld and Campaign Siebel Energy Solution - Sales & Marketing - Service Maintenance Hong Kong Post - First project - Using Siebel Service in Speed Post to track the status of the mail in 2001 with 39 users, growth to 80+ users by end of the year. - Second Project - Implement Siebel Sales & Marketing for their Corporate Sales - Live in 3 months Siebel Service Solution - Case Management - Siebel Sales & Marketing Solution - Sales Management http://www.1823.gov.hk

28. More Than 200 Public Sector Customers

29. The Future Direction of Citizen Centric Service Commercial off the Shelf Software Enterprise Case Management Differentiated Service Delivery Standards Based, Secure Technology Phased, Modular Implementations Coordinated Service Delivery Person- Centric Processes Increased Responsiveness Transparency

30. Comprehensive Solution Drive results with integrated enterprise case management Leverage industry leading COTS CRM to speed deployment Utilize industry-leading infrastructure to keep maintenance costs under control Demonstrated Customer Success Over 200 public sector customers worldwide Improvements in customer satisfaction, case processing time and throughput Reduction in operating costs with consolidation of systems Ongoing Investment Public Sector-specific products designed around the requirements of government users Ongoing roadmap and product development plans Dedicated teams for the public sector market Oracle | Siebel Public Sector Solutions Leader in Public Sector CRM