A staggering ninety-one percent reduction in appeals was achieved

by using personalised Intelligent Advisor forms that gather relevant information. This means better automated decisions and faster outcomes.

– Central Government Agency, Magia Client.

Our expertise

By leveraging our decades' worth of experience with Oracle’s rule-based policy automation tools, we streamline the process of policy management. We automate policies so they can be consistently communicated across your organisation, providing end-users with personalised information.

How about a system that works as you want? Update your policy, change your systems, test, and release. Then sit back and watch your employees, customers, or citizens find what they need through intuitive digital self-service.

Understand

We’ll work alongside you to analyse your policies. There might be quirks and complexities but that’s ok, we’re used to that! We will strategize holistically to ensure you are automating the right policies, advise on what is a good fit for automation, and conduct user research to ensure your solution is useful to those who you want to benefit from it.

Automate

We’ll automate your policies within a system where they will now live and thrive. We will work with your policy teams and subject matter experts to ensure the automation is correct. As well as automation, we will work on integrating with your backend systems or creating interactive interviews through digital self-service or a chatbot, depending on your requirements.

Empower

Your solution will enable you to have a single source of truth for policy queries and consistent responses through different channels, depending on your chosen points of integration. We’ll enable your team to maintain your system through classroom training, mentoring and guidance. We want you to fully own your solution, understand its power, and evolve it alongside your policies.

Yearly policy updates by adding a line in a spreadsheet

CHALLENGE

Our client, a central government agency, has a complex policy automation solution incorporating over 3000 business rules in a single policy model. Like many government departments, they are subject to regular policy updates.

SOLUTION

The policy automation solution provided results for over 2000 individual scenarios, permutations where different scenarios would overlap resulted in 1000s more unique scenarios. The solution displayed provisional results to end users and submitted them to a case worker for a human decision. The case workers were able to see enhanced information relating to the audit trail of the results such as risk flags and sub calculations.

OUTCOME

The architecture of the policy automation solution has the strength to handle complex scenarios and the flexibility to allow the agency to implement their business as usual changes using simple known steps. For instance, budget updates which take effect every April 6th, involve simply adding a line in a spreadsheet. We helped to create a centre of excellence and mentored staff members to empower the client to respond with agility to inevitable policy changes.

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Underlying technology

Policy experience can start small with Oracle Intelligent Advisor. As your business becomes familiar with the tool you can add different technologies to build out the solution.

Oracle Intelligent Advisor

Intelligent Advisor allows you to digitise your policies in a single place and make them available through different internal and external channels. It provides the ability to automate policy calculations as well as decisions. There is flexibility to route complex queries to your policy teams while automating the mundane ones. An audit trail shows how outcomes are reached, and you can integrate across your channels for consistent decision making all around.

Oracle Digital Assistant

Automated, personalised, policy guidance on voice, text and chat platforms. Once you have automated policies, we can integrate Oracle Digital Assistant with Oracle Intelligent Advisor to create a conversational layer to your Policy Experience. Guide users through an interactive chat to answer their policy queries. Provide on the spot decisions, calculations and rest assured of an audit trail, combining features of both tools.

Oracle B2C and B2B Service

An intelligent service centre for your policy experience with case management, analytics, knowledge management, customer portal and agent desktop functionality for a unified platform. If needed, surface portal pages to host your interactive tools and forms. This is optional of course, as you can also embed your policy tools within your existing systems and intranet pages.

Integration Solutions

Integrate your policy experience solution into your existing technology. Bring in relevant contextual and reference data. Output determines where needed. Seamlessly automate next actions based on policy determinations. Centralise your policies for the same outcome regardless of which channel the policy query comes in from, for a single source of truth.

Simplify your processes

You can transform any part of your business that relies on rules to drive processes. Whether it’s an employee wanting to understand their holiday or family leave entitlement, a finance team member wishing to add/maintain supplier information, or many other scenarios, let us show you how policy projects could streamline your operation.

OUR DIGITAL EXPERIENCE OFFERINGS

Employee Experience

Empower your employees with intelligent self-service capabilities. Personalised information at their fingertips 24 hours a day.

Customer Experience

Create intelligent digital experiences that are shaped around your customers. Learn how technology can help you deliver the best experience.

HR Experience

Sometimes the employee experience doesn't take into account the roles of the HR team and their leaders, this is where we come in.

Conversational Experience

Give your enterprise technology a voice or a social profile to respond to queries anytime, anywhere, on any device.

Relational Experience

Go beyond CX with Relationship-Based Experiences. Design your digital experiences to make an emotional connection with your customers and employees.