Oracle Policy Automation
and the Student Experience
OPA for Higher Education
Surend Dayal
Senior Director & OPA Co-Founder
Public Sector IBU
September, 2014
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Program Agenda
1
How does OPA address challenges in Higher Education?
2
Live Demonstration
3
Case Studies
4
OPA in the Oracle Service Cloud
5
Q+A
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Challenges in Higher Education
Policy
change
• New legislation: fees, student loans, IELTS
• New regulations: TEQSA
• Business change: risk ...
Budget
pressure
• Be more efficient with existing IT resources
• Downsize call centres
• Continue to innovate
Customer or
student expectation
• Understand faculty policies
• Rapid judgement in social media
• Adhering to policies and regulations
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
How does OPA help in Higher Education?
Transform Higher Education policy documents into
executable and maintainable natural language business
rules (empower business users)
Deliver automated dynamic adaptive guided
interview experiences for student self-service,
university staff and the call centre
Achieve agility and complete consistency across delivery
channels with web services and prebuilt integration with
the Oracle Service Cloud
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Table 1: Guidelines for Amount of Credit in Bachelors Degrees
Level of Prior Study
Associate Diploma
(obsolete RATE
qualification)
40
Standard CP of credit
(specified and
unspecified
combined)
60
AQF Diploma
AQF Advanced
Diploma
Associate Degree
40
60
60
90
90
120
80
90
120
Bachelors degree
80
120
Graduate Certificate
40
30
120
or as in 6.1.1
30
Prior Course
Maximum CP
of Unspecified Credit
Course is related
overlap
TRUE
TRUE
FALSE
TRUE
FALSE
TRUE
FALSE
TRUE
FALSE
TRUE
FALSE
TRUE
FALSE
Associate Diploma
AQF Diploma
AQF Advanced
Diploma
Associate Degree
Bachelors Degree
Graduate Certificate
Maximum CP of credit
(specified and
unspecified
combined)
90
Maximum CP
of Unspecified Credit
40
40
60
80
80
40
Manual interpretation
can be difficult and
prone to mistakes
Static
Standard CP of
credit
Maximum CP of
credit
0
60
0
60
0
90
0
90
0
120
0
30
90
0
90
0
120
0
120
0
120
0
30
0
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Dynamic
Credit points
calculated by OPA in
natural language
4. International Applicants — Undergraduate Programs
Source policy
4.1 International applicants whose first language is English must
demonstrate Sound Achievement in Queensland Senior English or the
English proficiency standards set out in the English Language
Proficiency Admission Requirements for University Programs in section
12. Students who meet this requirement are deemed to be proficient
in English.
Policy modeling in natural
4.2 Except where program rules require a higher standard,
language
international applicants whose first language is not English and who
have achieved at least 6.5 overall and 6.0 in the writing test of IELTS (or
equivalent) will be accepted as having met the University's minimum
4 you
have
satisfied
the requirement
for
an international
applicant undergraduate program if
English
language
proficiency
requirements. The
English
Proficiency
you areStandards
an international
undergraduate
applicant
and that will be
Table (Section
12) provides details
of test results
either accepted as having met the University's minimum English language
(4.1) both
proficiency requirements for undergraduate students.
your first language is English
Guided
you have demonstrated Sound Achievement in Queensland senior English equivalent
interview
or
(4.2) you have demonstrated an adequate level of English language proficiency
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Extensible Document Generation
• Application forms for Admissions and Enrolment
• Application forms for scholarships, credit transfer, special consideration etc
• Any letter or document on completion of an OPA guided interview
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Program Agenda
1
How does OPA address challenges in Higher Education?
2
Live Demonstration
3
Case Studies
4
OPA in the Oracle Service Cloud
5
Q+A
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Live Demonstration
Oracle Policy Automation Cloud Edition
• http://aus-rnu--gn--pro.rightnowdemo.com/
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Program Agenda
1
How does OPA address challenges in Higher Education?
2
Live Demonstration
3
Case Studies
4
OPA in the Oracle Service Cloud
5
Q+A
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
OPA Higher Education customers
Course
Admissions
Credit
Transfer
Scholarship
Eligibility
English
Language
Testing
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Fees
La Trobe University
Live
Known for its excellence and innovation in relation to the big issues of our time, and for its enthusiasm
to make a difference.
Challenge
Solution
Result
 Online self-service application
 Students applying to the
university were being referred
elsewhere to asses and meet
documentation requirements
 Needed a dynamic form that
could present required
documents based on
information provided by the
applicant
 Needed to allocate student
applications to correct queue
 Greater support for mature age
 Oracle Policy Automation Cloud
Edition

 Online self-service applications
 New tool for mature-age self-

service
 OCS built solution in 5-8

working days(!)


tool delivers a clear list of
required documentation
Easy to maintain without
needing coding skills or to
engage vendor:
New mature age tool provides a
simple, elegant way to
determine eligibility
Potential to deflect enquiries
and reduce inbound enquiry
volumes
Great staff training tool
Intending to rollout RightNow
CX across the whole student
lifecycle.
students
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
OPA returns
supporting
documents required
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Victoria University
Live
Excellent, engaged and accessible: Striving to be internationally recognized for their leadership in
empowering students to grow their capabilities and transform their lives.
Challenge
 Multi-sector institution,
offering short courses,
apprenticeships, certificates,
diplomas, degrees and
postgraduate studies.
 Flexible learning pathways:
Student can choose their own
study journey, entering at
various points and exiting when
they have achieved their goals
 Major concern of the University
Solution
 Online self-service: OPA
determines eligibility criteria
which must be fulfilled to allow
prospective students to
proceed with admission.
 Seamlessly added to existing
RightNow implementation
 Future extension to use OPA to
guide and constrain the
curriculum authoring process in
creating course maps.
Result
For the applicant:
 Online PC or tablet access,
anywhere anytime
 Ability to save and track their
application
 Upload document attachments
 Faster selection outcomes
For the University:
 Improved data accuracy
 Efficiencies and cost savings by
reducing manual processing
 Increased conversion rates and
conversion tracking
is attracting and retaining
quality students
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Before you Start
page
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Before you Start
page
OPA determines the
list of documents
required based on
course code, special
consideration and
advanced standing
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Personal Details
page
Link to special
consideration form
generated by OPA
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Course Details
page
Links to supplementary
forms generated by
OPA based on course
code.
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Study and Work
History page
Advanced standing link
generated by OPA
based on course code.
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
OPA uses Sector code
to determine whether
the VET or HE form is
shown.
Singapore Institute of Management
OPA with PeopleSoft Campus for course advisory
Overview
• SIM is Singapore's largest provider of private tertiary
and professional training
• Caters to a diverse demographic, from young school
leavers to mature individuals
Challenges
• SIM offers many courses, from many partner
universities, to students from many countries
• Students from different countries have different
qualifications, which must be taken into
consideration to determine course admission
eligibility
• Course admission eligibility policies are
voluminous and complex, which makes it
challenging to implement using traditional
methods
Solution
• OPA integrated with PeopleSoft Campus is used to
implement the course admission policies in natural
language
• Handles the large number of combinations of
countries x courses x qualifications
Expected results
• Faster implementation with lower risk
• Rules easily understood by non-technical users
• Admission criteria can be changed easily and quickly
• Large number of rules expressed succinctly
• Easy rule maintenance
• Better student experience
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Marougen Education Foundation (T John)
OPA with PeopleSoft Campus for student admissions
Overview
• Marougen Education Foundation provides higher
education to more than 3,800 students and 500 staff.
• Customer will automate the back-office (Finance,
Purchase, Inventory, HR and Payroll) of the entire
education group and the student lifecycle management
Challenges
• Customer is a group of colleges which are
affiliated to the local University
• The admissions & Fees are governed by VTU
University rules
• Government rules govern more than 85% of
intake.
Solution
• PeopleSoft Campus + OPA
• OPA became a key differentiator over competition for
managing Student eligibility for various programs
• OPA to automate all University Rules
• OPA to support grade and grace marks calculations and
feed information to PSFT Campus
Expected results
• Accelerate accuracy of Student Enrolment as per
guidelines
• Reduce errors in grade calculations
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Program Agenda
1
How does OPA address challenges in Higher Education?
2
Live Demonstration
3
Case Studies
4
OPA in the Oracle Service Cloud
5
Q+A
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
75%
of Australian Universities
use the Oracle Service Cloud
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Oracle Service Cloud
Knowledge
Management
Web
Contact Center
Customer Service
Web Self Service
Social Self Service
Email Support
Live Chat / Cobrowse
Smart Engagement
Virtual Assistant
Semantic Search
Content Authoring
Guided Knowledge
Knowledge Analytics
Integrated Apps
Knowledge APIs
Cross Channel
Case Management
Guided Resolution
Customer Engagement
Social Contact Center
Agent Mobility
Unified Agent Desktop
Policy
Automation
Dynamic Interviews, Compliance Management,
Rule Modeling, Policy Lifecycle, Policy Analytics, Policy Services
Platform
Service Cloud
Experience Management, Extensibility & Integration,
Hosting & Operations
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted
28
OPA Cloud Service
Consistent guidance for university students and staff, managed in the cloud
Summary of Benefits
Students
Staff/Call Centre
Policy
Experts
Oracle Service Cloud
Oracle Policy
Modeling (Cloud
Edition)
Oracle Policy Automation
Cloud Service
Microsoft Office
Policy
Models
•
•
•
•
Management Hub
Interviews
Document Generation
SOAP API
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
 Allow Higher Education subject
matter experts to design guidance
interviews
 Fee calculators
 Course finders
 Credit Transfer
 Scholarship eligibility
 Students at risk
 Add interviews to your site or
embed in RightNow answers
 Anonymous advice
 Use existing student data
 Create cases
 Generate documents
 Manage policy versions and
deployments in the cloud
OPA Cloud Service: Key Higher Education Scenarios
• Anonymous advice (eg fee calculators or course finders)
– In RightNow CX Customer Portal or another site / application
• Student Advice (with existing information pre-seeding answers)
– Student logged in before launching OPA widget in Customer Portal
– Relevant student information loaded from Contact or any related object
• Case initiation (with answers and decisions saved to RN)
– Student logged in before launching OPA widget in Customer Portal
– Create new incidents, requests, etc for follow-up by university staff
• Change of circumstance reporting
– Update existing Contact record or related information
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
OPA Cloud Service: Key Higher Education Scenarios
• Anonymous advice (eg fee calculators or course finders)
– In RightNow CX Customer Portal or another site / application
• Student Advice (with existing information pre-seeding answers)
– Student logged in before launching OPA widget in Customer Portal
– Relevant student information loaded from Contact or any related object
• Case initiation (with answers and decisions saved to RN)
– Student logged in before launching OPA widget in Customer Portal
– Create new incidents, requests, etc for follow-up by university staff
• Change of circumstance reporting
– Update existing Contact record or related information
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Summary
• Use OPA today in Higher Education for a powerful student experience
– Rapidly improve student satisfaction with personalized advice
– Agile and fast policy deployment, while saving money
– Use the OPA cloud service standalone or tightly integrated with RightNow
– Revolutionize the student experience with consistent and accurate determinations
across all channels
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OPA Social Media – Keep in Touch!
https://twitter.com/OracleOPA
https://www.facebook.com/OraclePolicyAutomation
http://www.linkedin.com/groups/Oracle-Policy-Automation-3431282/about
http://www.youtube.com/user/OraclePAVideos
https://blogs.oracle.com/OPA/
https://forums.oracle.com/forums/forum.jspa?forumID=828
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Program Agenda
1
How does OPA address challenges in Higher Education?
2
Live Demonstration
3
Case Studies
4
OPA in the Oracle Service Cloud
5
Q+A
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |