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 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 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 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 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 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Course Details page Links to supplementary forms generated by OPA based on course code. Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 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 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 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. |
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