Councils Case Management with Oracle Fusion Service and Oracle Intelligent Advisor
Lodgment of requests can be cumbersome for end users who may be unfamiliar with council processes and channels. In addition, there may be specific documentation requirements and other pre-requisites to allow council to process and resolve a request. Failure to capture the right data or supporting documentation at the time of lodgment leads to wasted time for both the constituent and council staff.
By utilising Oracle Fusion Service and Oracle Intelligent advisor (OIA), Kyte Consulting can deliver a complete end to end solution for the lodgment and processing of constituent requests.
Self Service
Constituent self service can be enabled by embedding Oracle Intelligent Advisor in your customer facing portal, which guides constituents through the councils’ various processes. Customers will be able to select the service type and OIA will guide the user through a series of screens, governed by rules and logic that council staff can maintain. Depending on the particular process being followed, the user may submit payments, create cases
Ease of maintenance
Oracle Intelligent Advisor processes are driven by business rules created in specially formatted Microsoft Word and Excel documents. This makes it easy to update the logic used in the processes and this can be done in-house by council business users (without the need to be managed through IT).
In addition to this, the same rulesets that are used in the customer facing processes can also be exposed to other applications in your environment via web services. This avoids having the same rules duplicated across multiple systems and platforms and provides a single source of truth across all touchpoints for the process.
Seamless Integration
Oracle Intelligent Advisor is seamlessly integrated to the Oracle Fusion Service back end where it can update data or raise and update service requests.
OIA is able to use both existing customer data and user entered data in its determinations, reducing the need to ask customers the same questions repeatedly for information that is already on file. It also means new requests can be automatically validated against existing records and that council staff have a complete 360 degree view of the customer.
For cases and requests originating from OIA workflows, any required data for further processing will be captured during the customer submission (as defined in the ruleset for that process), including documentation which can be attached to the request.
Case management
Not all requests can be resolved instantly and may need council review and approvals. Oracle Fusion Service allows council staff to manage requests from any channel, including OIA, email and social media.
Requests can be routed to staff and teams based on rules such request type and staff skillsets and then tracked against KPIs and service metrics. Cases can also be routed through automated workflows to speed up processing and remove manual effort where possible.
Real time dashboards and reporting ensure staff are on top of all inbound and ongoing activities.
As council staff process requests, customers can be kept informed in real time with notifications via their preferred channel. Cases and requests remain visible to both staff and customer throughout their lifecycle to allow quick, timely updating by either party.
In conclusion
By utilising Oracle Fusion and Intelligent Advisor, Councils can provide an easy mechanism for constituents to raise and manage their requests.
To recap, some of the key features these products provide are:
Fusion CX Case Management
- Omni channel
- Integrated knowledge
- Configurable workflow
- Comprehensive reporting
- Integration with existing customer portals or capability to deploy a fully integrated portal
Oracle Intelligent Advisor
- Dynamic interviews that guide the user through the specific process
- Data verification at time of entry (including document capture)
- Apply policy decisions immediately based on user input
Unlock the Full Potential of Oracle Intelligent Advisor with Our Expertise
At Kyte, we understand that the successful implementation of technology solutions hinges on both deep product knowledge and practical experience. Our team excels in guiding you through every stage of your tech journey, ensuring seamless integration and maximising your investment.
Why Choose Us?
- Expert Product Knowledge: With a comprehensive understanding of the latest technologies and products, we provide insights that drive effective decision-making. Our consultants stay ahead of industry trends and possess in-depth knowledge of various solutions, ensuring you receive tailored advice that aligns perfectly with your business needs.
- Extensive Experience: Our track record speaks volumes. With years of experience in tech implementation, we’ve tackled a diverse range of projects across different sectors. This breadth of experience equips us with the problem-solving skills and innovative strategies necessary to overcome challenges and deliver successful outcomes.
- Customised Solutions: We don’t believe in one-size-fits-all. Our approach is centred around understanding your unique requirements and crafting solutions that are specifically designed to fit your organisational goals and operational needs.
- Seamless Integration: We manage every aspect of the implementation process with precision, from initial planning to final deployment. Our goal is to ensure that your technology integrates smoothly with existing systems, minimising disruption and enhancing overall efficiency.
- Ongoing Support: Our commitment doesn’t end with implementation. We provide continuous support and maintenance to address any issues promptly and to keep your systems running at peak performance.
Partner with Kyte and leverage our product expertise and extensive experience to transform your technology investments into tangible business results. Let us help you navigate the complexities of tech implementation and achieve your strategic objectives with confidence.