Oracle Solution for Mastering Constituents Data for Public Sector - Tax Authorities

Transcription

1 Oracle Solution for Mastering Constituents Data for Public Sector Tax Authorities Written by Roberto Negro

2 Oracle Solution for Mastering Constituent Data for Public Sector Tax Authorities Tax Authorities face a multitude of IT challenges. Firstly, the data used in tax calculations is increasing in volume and complexity. They must improve service by introducing multi-channel contact centers and self-service capabilities. Security concerns necessitate increasingly sophisticated data protection procedures. And cost constraints are driving Tax Authorities to rely on off-the-shelf software for many of their functional areas. Compounding these issues is the fact that the IT architectures in operation at most revenue and collections agencies are very complex. They typically include multiple, disparate operational and analytical systems across which the sum total of data about individual constituents is fragmented. To make matters more complicated, taxation is not carried out by a single jurisdiction, and often sources of income including employers, investments and other sources of taxable income and deductions must also be tracked and shared among tax authorities. Collectively, these systems are involved in tax assessment and collections, risk analysis, scoring, tracking, auditing and investigation case management. The Problem of Constituent Data Management The infrastructure described above makes it very difficult to create a consolidated representation of a given party. Differing formats and data models mean that a constituent may be represented in one way in one system and in a different way in another. Individual records are frequently inaccurate, incomplete, out of date and/or inconsistent with other records relating to the same constituent. When constituent data must be aggregated and scored, information within each system must be rationalised and normalised so the agency can produce a constituent information file (CIF) that provides a single source of truth about that party. If information about that constituent changes, each system in turn must be updated. There have been many attempts to solve this problem with technology: from consolidating transactional systems to conducting manual systems integration projects and superimposing layers of business intelligence and analytics. All these approaches can be successful in solving a portion of the problem at a specific point in time, but without an enterprise perspective, anything gained is quickly lost again. Oracle Constituent Data Mastering for Tax Authorities: A Single View of the Constituent Oracle has a flexible and long-term solution to the problem of securely integrating and managing constituent data. The Oracle Solution for mastering Constituent Data for Tax Authorities is based on two core product offerings: Oracle Customer Hub and optionally Oracle Application Integration Architecture (AIA). Oracle Customer Hub is a master data management (MDM) product that centralises, de-duplicates, and enriches constituent data. It unifies fragmented information without disrupting existing business processes or IT investments. Role based data access and privacy rules guarantee maximum security and privacy. Data is continuously and automatically synchronised with all source systems. With the Oracle Customer Hub managing the master constituent identity, every department can capture transaction activity against the same record, improving reporting accuracy, employee productivity, reliability of constituent analytics, and day-to-day constituent relationships. Oracle Application Integration Architecture provides a collection of core pre-built processes to support out of the box Master Data Governance across Oracle Customer Hub, Siebel CRM, and Oracle E-Business Suite. It also provides a framework to enable MDM integrations with other Oracle and non-oracle applications. Oracle AIA removes some of the key inhibitors to implementing a service-oriented architecture (SOA) by providing a pre-built SOA-based middleware foundation as well as industry-optimised service oriented applications, all built around a SOA governance model that encourages effective design and reuse. This document describes how the Oracle Solution for mastering Constituent Data for Tax Authorities allows you to create a unified, reconciled source of high-quality constituent data and gain an accurate single view of each constituent. This foundation enables you to lower the costs associated with data quality and integration and create a tax organization that is efficient, secure and constituent-centric. 2

3 SECTION 1: Oracle Customer Hub Overview Oracle Customer Hub is a fundamental building block of the Oracle Solution for Tax Authorities. It enables Tax Authorities to centralise information from heterogeneous systems, creating a single view of constituent information that can be used by all functional departments and analytical systems. Using Oracle Customer Hub, all transactional, analytical and real-time systems capture and report constituent information based on a single constituent view. Every employee, regardless of department, division or geography, has a consistent view of the activities of all constituents. Oracle Customer Hub: A Single View of the Constituent The Single View of Constituents is provided by Oracle Customer Hub through: A proven, seeded, comprehensive and flexible constituent data model that can capture all relevant constituent profile information and support point-in-time view. This data model allows information about businesses and citizens to be defined, captured and managed, including all related accounts, addresses, contact points and relationships Consolidation of constituent data from source applications through high-volume batch and real-time integration services. As data is collected, duplicates are identified, quality is verified, addresses are enriched, source system cross-references are maintained, and master blended records are created Centralised management of the constituent data lifecycle by means of a powerful workbench that handles all data quality issues, such as identifying and resolving duplicates, answering user requests for de-duplication and importing lists, managing automated matching rules, creating, updating, and certifying constituent records, and enriching them interactively with public data and corporate hierarchy data from trusted external content providers Synchronisation of clean data across the enterprise so every constituent touch point shows current and consistent information, ensuring the highest quality constituent data The ability to federate data from all source systems, i.e. virtually aggregate information from multiple sources into a single view, leaving the data at the source to avoid data redundancy A seeded and flexible (over time) user interface that can present all the types of data listed above. 3

4 Oracle Customer Hub: Key Features The main features of Oracle Customer Hub can be categorised into six main groups: 1. Data Model 2. Data Consolidation and Link 3. Data Cleansing 4. Data Governance 5. Data Sharing 6. Solid and Secure Platform. 7. Flexible Deployment Architectural Styles The key features in each category are as follows: Data Model A seeded, flexible (over time), and open data model with unlimited extensibility to hold constituent data and required attributes (both structured and unstructured), related entities (addresses, accounts, etc.), classifications and relationships Tracking of the source of master data attributes, audit trail information and historical master data profiles. Data Consolidation and Link Universal ID creation for each master entity and cross-reference build to each connected record/system pairs An import workbench and UI to help data stewards manage source system mappings and data loads, and master data profiles Integration using pre-built, standards-compliant business services and adapters Single Golden record creation from multiple sources using configurable attribute Survivorship rules Data Federation capabilities leveraging the underlying service framework. Data Cleansing Leading embedded Data Quality tools and integration to third party data sources for data validation and enrichment A continuing data cleansing set of functions to keep data up to date, including address cleansing via open interfaces to address cleansing providers such as Trillium Fast, secure parameterised search engines that can identify and prevent duplicate data Intelligent merge and auto-merge capabilities to eliminate duplicates while insuring correct data attribute survivorship Includes constituent data lifecycle management workflows. 4

5 Data Governance Respond to constituent lifecycle events with best-in-class workflow capabilities, such as configurable workflows for new constituent definition and approval routing Full history and audit trails for rock solid security and proof of compliance Constituent data certification to support organisations in creating data quality standards, comply with them and promote user confidence on data A business intelligence infrastructure to support profiling, compliance, and operational performance indicators (percentage of tax assessments audited, percentage of audits protested, percentage of protested audits found in favour of plaintiff, etc.). Data Sharing Intuitive GUI for end users and data stewards to manage the constituent data lifecycle, from creating or importing data to cleansing, matching, enhancing and distributing it Pre-built processes make constituent data easier to manage Rigorous multi-model support for all integration modes: real-time (tightly-coupled and loosely-coupled), near realtime (loosely-coupled) and batch Commonly-used functions provided as business services and Web Services Internal triggering mechanism to deploy change information to all connected systems Provides Golden constituent record 1 and selected attributes to all applications and analytical systems Bi-directional interaction between operational applications and data warehouse on an SOA and/or messaging bus Pre-built integration via Oracle Application Integration Architecture (AIA) Process Integration Packs (PIPs) Pre-built integration with Oracle Business Intelligence Enterprise Edition (OBI EE). Solid and Secure Platform Standard base and open platform Multi-language and multi-country support Proven platform used by thousands of private and public sector customers globally Highly available and scalable platform for mission-critical data access under heavy mixed workloads. One particular implementation masters over one billion parties in one single instance Security features including thorough and flexible authentication, complete auditing and monitoring, and encryption at all levels of the architecture. Oracle has gained assurance from 17 independent security evaluations, confirming Oracle s leadership in this area. These include TCSEC, ITSEC, FIPS and various common criteria assessments. Flexible Deployment Architectural Styles Oracle MDM solution supports all of the architectural styles defined by the top MDM market analysts, such as Virtual/Registry, Consolidation, Coexistence, Transaction, Adaptive Transaction and Confederation Strong Data Federation and Integration capabilities are key to fully support the Confederation Style as a possible architectural approach. The following seven sections describe each of the key features of Oracle Customer Hub in detail. 1. Data Model The first step in building a constituent data hub is to decide on an enterprise-wide master constituent identity that serves all your operational and analytical systems. The Oracle Customer Hub Data Model eliminates the costly and time-consuming task of designing a data model from scratch. It also gives you the confidence that your solution is built on a proven data model that has been successfully implemented by companies of all types and sizes around the world. The Oracle Customer Hub Data Model is highly specialised in mastering all types of parties such as: Persons: Citizens, Vendors, Partners, Suppliers (Individuals), Employees, etc. Organisations: Businesses, Vendors, Suppliers (Companies), Partners, etc. Organisational Structures: Ministries, Agencies, Government Bodies, Offices, Teams, etc. 1 The best constituent record obtained by pulling together the best attributes across source systems. 5

6 For each party Oracle Customer Hub allows for the capture and management of all the required data using basic and extended attributes, addresses (with different purposes associated to them), accounts, contact points (phone numbers and related purposes, , domains, etc.) and multimedia attachments. An unlimited number of classifications can be associated with each party. These may include industry classifications, organisation-specific classifications, line-of-business-specific classifications, and so on. Oracle Customer Hub also provides a complete relationship model. This enables the creation and management of complex, true-life relationships between parties, such as: Organisations to organisations Organisations to Contacts Organisations to Persons Persons to Persons Accounts to Accounts. This capability allows, for example, a person to be tracked as an individual associated with personal tax assessments and the same individual associated with tax assessments as a small business; as a member or head of a household; as an employee of a company; as a member of a professional organisation, or as a treasurer for a registered charity. For organisations, the data model can capture the relationships between the subsidiary and holding company, retail chain and individual store etc. The data model has the unique capability of being able to manage multiple corporate hierarchies simultaneously, e.g. legal structure versus management hierarchy. In this case the same organisation may be part of multiple hierarchies. Centralise All Constituents Information Oracle Customer Hub can master accounts and store information about financial relationships established with a party and how transactions are conducted within that relationship. A party can therefore have multiple accounts: for example, an individual person may establish a personal account, a family account, and a professional account for a consulting practice. An account represents the implementing organization s financial relationship with a given party. Oracle Customer Hub also manages Account Sites and Account Relationships, to allow for the sharing of tax information between parties. Oracle recognises that customers may need to adapt the Oracle Customer Hub data model to meet their specific needs. We have therefore architected the Oracle Customer Hub data model in such a way that it can be extended without requiring custom programming. Extensions can be made with GUI wizards, preserving the normalisation of the data model. These extensions to the data model are fully upgradeable. 6

7 Oracle Customer Hub offers lower total cost of ownership and faster return on investment than traditional approaches, thanks to its seeded data model which is extensible and specialised on specific entities, allowing for faster deployment without compromising future changes. 2. Data Consolidation and Link The Oracle Customer Hub collects constituent data from source applications using high-volume batch and real-time integration services. More than 50 types of changes to constituent records can be detected. As the data is collected, duplicates are identified, data quality is verified, addresses validated, profile and credit information is enriched, source system crossreferences are maintained, and master blended records are created. Even complex organisations with dozens of transactional and analytical systems can gain a single view of their constituents. Considering Master Data Consolidation needs, Oracle Customer Hub provides the ability to: Create a Universal Taxpayer ID for each citizen and organisation mastered Create a single golden record from multiple siloed sources (jurisdiction tax, national ID, pension, health and others) using powerful matching rules, as well as configurable attribute Survivorship rules Build a cross-reference for each entity record mastered to the corresponding record in the source system, tracking the source of each constituent attribute and all the historical constituent profiles Manage source system mappings and data loads, and constituent profiles by means of an import workbench and GUI Integrate using pre-built, standards-compliant business services and adapters Use comprehensive integration services to share the master constituent identity created and maintained within the Oracle Customer Hub in real-time with operational and analytical systems so that all channels and lines of business operate in a consistent and well-informed manner. Data may be loaded into the Oracle Customer Hub via various methods: Bulk Import, File Import, row-by-row import (using the Customer Interface), public APIs and Web Services. Massive Data Import Bulk Import: Various types of party data can be loaded into the Oracle Customer Hub Master using Bulk Import. The data to be loaded may be transferred to a set of interface tables using an ETL tool or SQL for large amounts of data, or a CSV file for small amounts of data. The import procedures have been optimised for maximum performance with large amounts of data, and can take advantage of Data Quality Management (DQM) to find duplicates and address validation utilities on import to improve data quality. The types of party data that may be loaded via Bulk Import are: 7

8 Parties Addresses Contact Points Relationships Contacts Contact Roles Classifications Credit Ratings Financial Numbers Financial Reports. File Load: An intuitive UI allows the user to upload records of party data through CSV files. It is possible to load information relating to person, contact, and organisation parties, as well as an address, contact point, and classification. During loading, users can map source to target attributes in the Oracle Customer Hub Data Model and define other basic file information. Loaded entities are stored in the interface tables. At that point, users can use the File Load interface to correct validation errors online, or export only the erroneous parties to fix online for reloading later. Once the data is loaded and error-free, the entities can be automatically imported into the master registry, or marked for more advanced tuning in the other set of Import UIs the Batch Import process available with Oracle Customer Hub Data Steward GUI. File Load accepts delimiters such as semi-colons and quotes as well as CSV files. The file may include a header row, which lists the type of attributes tied to each entity. The Customer Interface allows the import and validation of current or historical party and account information from other systems into the master database. Source System Management Source System Management Cross Referencing 8

9 The Source System Management (SSM) functionality enables implementing organisations to store the constituent entity mappings between records in Oracle Customer Hub and those in disparate source systems. SSM allows maintenance of mappings between Oracle Customer Hub and any external source system, including enterprise, legacy, and enrichment source systems, all of which integrate with Oracle Customer Hub. The source system (OS) as well as the record ID (OSR) of the source system entity is mapped to the Registry ID of the Oracle Customer Hub record, such as the party or contact point. The source system mapping between Oracle Customer Hub and external source systems allows implementing organisations to: Consolidate multiple constituent databases, from various applications across different platforms, into Oracle Customer Hub Create, maintain, share, and use an operational single view of constituent information, or Customer Hub, across your organisation, including data federated from external systems Continue to operate source systems as usual, sending updates to and receiving updates from Oracle Customer Hub. Single Source of Truth Single Source of Truth Golden Record (aka Survivorship or SST) Consolidates multiple records into Master Single Source of Truth (SST) allows implementing organisations to display a single, blended, best-of-breed constituent record in Oracle Customer Hub, generated by data coming from all integrated heterogeneous systems. When SST is set up, Oracle Customer Hub Administrators will be able to view organisation and Person profile information across their constituent base, and determine at the attribute level, which data sources values should be displayed within the Hub. With SST, Oracle Customer Hub Administrators can: Set up an order of display preference for each organisation and Person profile attribute within the Hub (based on rank or most recently updated) Generate, view, and store the constituent SST record Determine if user-entered data may overwrite existing third party data in the Hub. Oracle Customer Hub Administrators create an SST record for a party by selecting and ranking the system that should be used to display various attributes about a constituent in the Customer Hub user interface. An alternative to the data source rank option for SST display is the most recently updated date. This display method displays the attribute value of the most recently updated data source, and does not take ranking into consideration. 9

10 Data Federation Data Federation Enabling the 360 view of the Master Data Oracle Customer Data Hub allows for some constituent data to be federated instead of being mastered. Data federation provides users with a true, 360-degree view of all constituent information that the implementing organisation chooses not to master. This feature helps end users to make better operational decisions, by providing, for example, real-time transactional information related to case-to-resolution and impose-to-payment business flows. Examples of information included in these flows are: Cases, Collections, Audits, Delinquencies, and Broken Promises. The configurable data federation engine is built on a metadata-driven model, which inherently queries external applications for real-time data. This robust model builds Views of external data at runtime, and does not physically store transactional information. 3. Data Cleansing Oracle Customer Hub allows the complete constituent data lifecycle to be managed centrally through a powerful workbench that handles all data quality issues, such as: Identifying and resolving duplicates Answering user requests for de-duplication and importing lists Managing automated matching rules Creating, updating, and certifying constituent records Enriching constituent records interactively with public data and corporate hierarchy data from D&B and other services. Adding data quality to the centralised hub aligns the organisation and delivers quick and easy answers to seemingly simple questions, such as Who are my constituents?, What is their Tax Assessment?, Which deductions and exemptions are they entitled to? or What is their Audit History?. 10

11 Oracle Customer Hub provides a full set of features specifically designed to continuously improve constituent data quality over time. These features include: Leading embedded Data Quality tools and integration to third party data sources Address validation (for normalising, cleansing, enriching and validating addresses) via open interfaces to address-cleansing providers such as Trillium Address normalisation and structure enforcement through geography hierarchies Duplicate prevention, detection and resolution using deterministic/statistical matching techniques Intelligent merge and auto-merge capabilities to eliminate duplicates Constituent profile enrichment using pre-built integration with external content providers Constituent data lifecycle management workflows Data classification class codes validation (APIs, Bulk Import, File Load) or list of values enforcement (GUI) Relationship consistency check (based on relationship definition). Oracle Customer Hub provides both real-time and batch data-enrichment functionality through integration with third party content providers. The information obtained from these third party providers is intended to help you make better-informed decisions about your constituents by validating their business credentials, reviewing their financial standing or credit/risk profile, etc. Oracle Customer Hub features data enrichment capabilities tailored to the specific data entities mastered: Addresses: through the Address Validation Framework Financial and organisational information (provided by D&B and others) Open, standards-based framework allows easy integration with external data validation and enrichment platforms. Address Data Validation is the process of comparing a raw or user-entered address against a verified or authorised data source. This typically involves using the national postal source for that country to determine if the address is recognised and factually correct. The key benefit of address validation is address correction, whereby a user-entered address is evaluated, corrected, completed, and returned for further processing. 11

12 Oracle Customer Hub provides an embedded Address Validation Framework for normalising, validating and enriching addresses in batch mode. The Oracle Customer Hub address validation feature uses a central XML open-standards based "black box" that allows integration with third party service providers and custom solutions, through adapters that you or the third party provide. The black box can accept requests from callers, such as Bulk Import or Address Validation Concurrent Programs. This feature has been designed to support validation against multiple different data sources. It invokes the appropriate vendor adapter based on adapter configuration settings in Oracle Customer Hub. Using an XML message format based on Open Applications Group (OAG) standards, it passes a request to the appropriate address validation application that allows single or bulk synchronous transaction requests. These requests are interpreted by the address validation solution, and validated against its location libraries. An XML response is returned to the caller from the address validation solution. The response is read and the contents populated into Oracle Customer Hub locations tables, if an overwrite threshold is attained. This ultimately results in a corrected and validated address in the Oracle Customer Hub database. Geography Hierarchy is a data model that allows the establishment of conceptual parent-child relationships between geographies. A geography, such as Tokyo or Peru, describes a boundary on the surface of the earth. Applications can extrapolate information based on this network of hierarchical geographical relationships. Oracle Customer Hub delivers a user interface to manage and create a master set of geographies that are used to evaluate addresses entered into participating applications. The addresses can be evaluated against this master data to determine if the entered address is recognised by purchased tax data and/or by an enhanced set of manually entered geographies. On Data Entry, Oracle Customer Hub can control validation to give the user an error message, requiring the user to enter a valid address, or a warning, telling the user that the entered address did not pass validation, but can still be saved if desired. It can be compared against data given specifically for Tax purposes, or against Geography Values that are not related to tax information, or a combination of both. What this means is that an entered address is determined to be either Tax Valid, or Geographically Valid (based on what the administrator has entered), or both. Data Quality Management Matching Engine Oracle Customer Hub s embedded Data Quality Management (DQM) Matching Engine is a set of tools and features that provide powerful searching and matching functionality for search, duplicate identification, duplicate prevention, duplicate resolution and other data management features. With its sophisticated matching mechanism, DQM can determine records that match specified search criteria, or records that are potential duplicates of another record. This provides an answer to a question that is frequently asked by public sector organisations: Is this the same citizen? 12

13 MDM Data Quality Matching Engine Matching: Example on Establishing the Identity of a Person Oracle Customer Hub integrates Data Quality Management functionality for various purposes, including: Searches for parties, addresses, contacts, and contact points in the Customer Hub Data Model Prevention of duplicate entry into the Registry when records are created or updated Identifying possible duplicates that currently exist in the Registry Automatically or manually merge duplicates. DQM is a highly configurable duplicate identification engine. The flexibility of the DQM engine allows the deploying organisation to create its own definitions of what constitutes a duplicate record. Alternate definitions can be used to support specific business functions. For the purposes of matching records, DQM takes into account that records can contain typographical errors, spelling errors, or incomplete data. DQM copies the data into staged tables separate from the Oracle Customer Hub Registry, and transforms and standardises the staged records. With fuzzy searches through the transformed data in the staged tables, a set of possible matches in the Oracle Customer Hub Registry is established. To resolve duplicates, DQM also allows you to define a repository of the entities and procedures that are processed when parties are merged. Party Merge: After the DQM engine has identified duplicate records, the Party Merge feature is used to consolidate duplicate records into one master record. All transactional data associated with the duplicate party is re-pointed to the master constituent record. Party Merge lets you consolidate duplicate constituents, integrate an acquired party into another party, or consolidate duplicate party sites or contacts of a party in the party registry. The related child entities that are merged or transferred include party relationships, contact information, party profiles, accounts, and information obtained from third-party sources. The original records are not deleted but are flagged as Merged and can thus be isolated from Business Intelligence and other Business Operations. Automerge: The Automerge feature automatically merges records that exceed a specified threshold during duplicate identification. The Automerge program only runs if the match rule specified for the duplicate identification process is designated for Automerge. Multi-Country, Multi-Language Support: Various features support the use of DQM in different countries and languages, including: Non-delimited word replacements for languages in which words are not defined as consecutive characters separated by spaces 13

14 Word replacements that occur only if specific conditions are met. For example, the word is replaced only if it occurs at the beginning or end of the string Seeded transformations that support data from most Latin-based languages Match rule sets that contain multiple match rules, with conditions to determine which rule is used, for example conditions based on the Country attribute. DQM is one component of Oracle Customer Hub s comprehensive data quality solution that was created to facilitate a sustained commitment to managing your data quality over time and adjusting processes to ongoing changes in your business environment. Within Oracle Customer Hub, implementing organisations can build meaningful and powerful rules to search for registry information, find matches, identify duplicates, merge them and proactively prevent the entry of duplicates at the front end. By providing flexible and powerful DQM tools, Oracle Customer Hub allows you to find a better answer to the question Who is my constituent? This not only facilitates important strategic decisions, but also addresses the challenge of safeguarding the integrity of your constituent data: a vital requirement for the delivery of efficient and transparent constituent-centric services. 4. Data Governance Oracle Customer Hub fully supports the creation and management of organisation-wide Master Data Governance processes. Specifically, it enables you to: Fully manage the constituent data lifecycle Certify constituent data Profile master data Manage privacy and regulatory policies using prebuilt rules and events Respond to constituent lifecycle events with best-in-class workflow capabilities Track full history and audit trails for rock-solid security and proof of compliance Create and manage data decay processes and reports. 14

15 Highly Configurable Rules Oracle Customer Hub enables Data Stewards and Functional Administrators to configure its behaviour in an easy and guided manner through a declarative self-service GUI. For example, it is possible to configure over time the rules guiding SST, Import, Search, Duplicate Prevention, Duplicate Identification, Merge Process, Classification and Data Certification. Using a declarative GUI, System and/or Functional Administrators can also configure over time Security and Privacy rules, add new attributes to entities as needed, define Source Systems and activate/deactivate them to provide information to the Hub. They may also define Address Validation Adapters and configure the way Oracle Customer Hub interacts with them, and extend the DQM engine including new custom attributes and providing new transformation functions. Oracle Customer Hub fully supports all Data Quality processes with an applicative approach, i.e. from end to end. All the actions taken for building SST records are tracked in Oracle Customer Hub tables, where the history is kept alongside all the information originating from less trusted sources and discarded. All matches found by the match rules (used in search, duplicate prevention and duplicate identification) are tracked in Oracle Customer Hub tables, and can be reported to end users or Functional Administrators. The entire Merge process is built to track all decisions taken by Data Stewards during merge activities (for party attributes, as well as all related information, such as addresses, relationships, contacts, etc.), together with notes inserted in order to document the decisions taken. All data creation and changes, Classification assignments and changes, Relationships assignments and changes, Certification assignments/review are tracked on the system, with a date stamp and the relevant user ID. All data events are tracked and can be published by the Business Event System to internal extensions or external applications. All of this information is tracked in Oracle Customer Hub internal tables (in a fully compliant entity-relationship model) and is easily accessible by authorised users for reporting. If needed, at database level, it is possible to enable low-level logging for fine-grain tracking of all application events. Full Audit Capability Oracle has extensive experience of delivering application suites to global corporations and government agencies. For our customers, complete auditing options are essential. The Oracle Master Data Management solution has the built-in ability to audit any table with complete change history. The Oracle Customer Hub Data Steward user interface is used to delete records from the Oracle Customer Data Model in a controlled way. An audit trail can be used to keep track of a user s transactions to verify that the user is not misusing his access privileges. Oracle Customer Hub can record details of every user s login, including time stamp, session ID, and information about the function security rules applying to that session. Information about the identity of the user is also attached to all transactions. This provides a method for detecting the party responsible for any transaction, or determining which users viewed sensitive data in a given time period. 5. Data Sharing Clean, Centralised, high-quality data is even more valuable when everyone uses it. Oracle Customer Hub can synchronise clean data with all application sources across your organisation. Every constituent touchpoint runs on current data, ensuring the best possible service to the constituent and the most accurate, consistent constituent insight for you. Oracle Customer Hub can detect and publish more than 80 different events as a result of quality management processes that keep source systems notified of up-to-date constituent information, through a sophisticated process control and publishing system. And as your constituent data management matures, you have the option to centralise all data management and rely on the Hub entirely for enterprise quality. Oracle Customer Hub exchanges customer information across a wide variety of technologies and applications using open J2EE and Web Services standards. A metadata-managed common view is provided to facilitate each source application s mapping to the hub. Oracle Fusion Middleware also offers specific connectors to leading software packages and technologies. The key benefits of this approach are: (Optionally) writing records back aligns all business processes around clean data Improved service delivery due to better information about each constituent 15

16 Consistent reporting across systems (e.g. assessments, audits, collections) Flexibility to manage constituent data at hub or source application One consistent, up-to-date constituent list across each source system One standard process for integration transformation and mapping One unified technology stack to define, manage hub and spoke integration Flexibility to schedule real-time or delayed Synchronisation to/from all source applications Hub-and-spoke architecture is simpler and more reliable than application-to-application integration. Oracle Customer Hub allows you to share high-quality constituent master data with end users, providing them with key capabilities such as 360 Constituent View, Relationship Analysis, Information Publishing and Dashboards through prebuilt integration with Oracle Business Intelligence Enterprise Edition (OBI EE). 6. Solid and Secure Platform Oracle Customer Hub controls access to records using role ( position ) and responsibility-based access. This restricts access right down to individual records, individual attributes and attribute values. "Views" are defined that control access to attributes. Views are assigned to roles and users are assigned into roles. Views can be shared across several roles if required. "Responsibilities" are defined to control access to the records presented in the views. Access to data by external applications is restricted via application authorisation levels assigned by the administrator and definable by individual entity and operation. Oracle Customer Hub allows users to be set up, teamed and grouped up with a pre-defined set of functionalities that they can execute/access from within the application. In other words, users may be assigned one or more responsibilities, which determine the functionality and the screens of the Oracle Customer Hub that they can access. Positions, meanwhile, determine the data that the user may access within a screen. Existing records can be reviewed, updated and deleted according to the rights associated with the currently logged-on user. Therefore, having a data steward role depends on the related user profiling settings. Oracle Customer Hub allows for the existence of multiple data stewards with the ability to access different data sets. Again, this is managed and carried out by accessing dedicated administrative pages available from the Oracle Customer Hub web client. Oracle Customer Hub supports single sign-on and LDAP directory integration. Authentication details provided by the user are compared with the details stored in an internal user directory or via an LDAP directory. Oracle Customer Hub supports Oracle Internet Directory and several other third party user directory products. 7. Flexible Deployment Architectural Styles In any Master Data Management solution deployment, one of the key decisions to be made is the choice of the MDM architecture. Gartner and other analysts describe some different Hub deployment styles, which must be supported by a best of breed MDM solution in order to guarantee the success of the deployment project. Registry Style: In a Registry Style MDM Hub, the various source systems publish their data and a subscribing Hub stores only the source system IDs, the Foreign Keys (record IDs on source systems) and the key data values needed for matching. The Hub runs the cleansing and matching algorithms and assigns unique global identifiers to the matched records, but does not send any data back to the source systems. The Registry Style MDM Hub uses data federation capabilities to build the virtual golden view of the master entity from the connected systems. Consolidation Style: The Consolidation Style MDM Hub has a physically instantiated, golden record stored in the central Hub. The authoring of the data remains distributed across the spoke systems and the master data can be updated based on events, but is not guaranteed to be up to date. The master data in this case is usually not used for transactions, but rather supports reporting; however, it can also be used for reference operationally. Coexistence Style: The Coexistence Style MDM Hub involves master data that s authored and stored in numerous spoke systems, but includes a physically instantiated golden record in the central Hub and harmonised master data across the application portfolio. The golden record is constructed in the same manner as in the consolidation style, and, in the operational world, Consolidation Style MDM Hubs often evolve into the Coexistence Style. The key difference is that in this architectural 16

17 style the master data stored in the central MDM system is selectively published out to the subscribing spoke systems. Transaction Style: In this architecture, the Hub stores, enhances and maintains all the relevant (master) data attributes. It becomes the authoritative source of truth and publishes this valuable information back to the respective source systems. The Hub publishes and writes back the various data elements to the source systems after the linking, cleansing, matching and enriching algorithms have done their work. Upstream, transactional applications can read master data from the MDM Hub, and, potentially, all spoke systems subscribe to updates published from the central system in a form of harmonisation. The Hub needs to support merging of master records. Security and visibility policies at the data attribute level need to be supported by the Transaction Style hub, as well. Adaptive Transaction Style: This is similar to the Transaction Style, but additionally provides the capability to respond to diverse information and process requests across the enterprise. This style emerged most recently to address the limitations of the above approaches. With the Adaptive Transaction Style, the Hub is built as a platform for consolidating data from disparate third party and internal sources and for serving unified master entity views to operational applications, analytical systems or both. This approach delivers a real-time Hub that has a reliable, persistent foundation of master reference and relationship data, along with all the history and lineage of data changes needed for audit and compliance tracking. On top of this persistent master data foundation, the Hub can dynamically aggregate transaction data on demand from different source systems to deliver the unified golden view to downstream systems. Data can also be accessed through batch interfaces, published to a message bus or served through a real-time services layer. New data sources can be readily added in this approach by extending the data model and by configuring the new source mappings and the survivorship rules, meaning that all legacy data hubs can be leveraged to contribute their records/rules into the new transaction hub. Finally, through rich user interfaces for data stewardship, it allows exception handling by business analysts to keep it current with business rules/practices while maintaining the reliability of best-of-breed master records. Confederation Style: In this architectural style, several Hubs are maintained at departmental and/or agency and/or territorial level, and each of them is connected to the other Hubs either directly or via a central Super-Hub. Each Domainlevel Hub can be implemented using any of the previously described styles, but normally the Central Super-Hub is a Registry Style one. This is particularly important for Public Sector organisations, where most of the time it is practically or legally impossible to store in a single central hub all the relevant constituent information from all departments. Multi Confederated Constituents Hub Example Architecture Oracle MDM Solutions can be deployed according to any of the above MDM architectural styles, and have been specifically designed to fully support the Transaction and Adaptive Transaction styles. Oracle MDM Solutions provide strong data federation and integration capabilities which are key to enabling the use of Confederated Hub as a possible architectural style approach. With its support or any type of deployment architecture and ability to leverage the outstanding capabilities of the Oracle technology stack, Oracle s MDM Solution provides a low TCO and a quick ROI by allowing a phased implementation strategy. 17

18 SECTION 2: Oracle Application Integration Architecture Overview Thousands of public sector organisations are turning to Service Oriented Architecture (SOA) to solve some of their biggest IT problems: integrating internal applications, reaching out to external jurisdictions and agencies, and supporting strategic business transformation. To get the benefits of SOA, organisations must move beyond point web services integration and establish a more strategic architecture: one that starts with the identification and use of best-practice business processes, is built on a robust architecture, and includes the methodology and technology to manage and maintain SOA applications over time. Oracle Application Architecture is a fast and practical way of implementing a SOA without running into many of the pitfalls often associated with building an architecture from scratch. Oracle Application Integration Architecture Order to Cash Procure to Pay Industry Reference Models Hire to Exit Account Opening & Service And more... Process Integration Packs Opportunity to Quote Order to Cash Bank Account Origination Adverse Event Reporting Trade Promotion Management Comms Order to Bill Additional Packs Planned... Enterprise Business Objects Foundation Pack Enterprise Business Services Business Service Repository Pre-built SOA ORACLE FUSION MIDDLEWARE Key Features The key features of Oracle Application Integration Architecture include: 1. Pre-Built Service-Oriented Architecture 2. Business Driven Approach 3. Built on Best in Class Fusion Middleware 4. Support for Oracle Fusion Applications 5. Process Integration Packs for Master Data Management 6. SOA Foundation built on Oracle Fusion Middleware The following sections describe each of these features in more detail. 1. Pre-Built Service-Oriented Architecture Oracle removes some of the key inhibitors to SOA by providing both a pre-built SOA as well as industry-optimised service oriented applications, all built around a SOA governance model that encourages effective design and reuse. The resulting Oracle Application Integration Architecture provides all the components of SOA in one integrated whole. Oracle delivers a SOA solution that is: 18

19 Business driven: Oracle s Application Integration Architecture begins with the key processes of an industry, and uses these processes to drive down to core SOA components such as canonical data and reference models, BPEL processes, and integration services. The result is a SOA foundation that is independent of any single application and can grow and change over time Packaged: Oracle provides a complete SOA software solution, including the Oracle Fusion Middleware s SOA Suite, an integrated, productive environment that is a leader in its category. Unlike other solutions, all components are designed to work together and are maintained and upgraded with new releases, reducing ongoing maintenance costs. In addition, each Oracle application provides right-sized services that integrate seamlessly into the technology stack, minimising lowlevel integration work Manageable and maintainable: Oracle AIA also includes key tools and methodologies for SOA governance, to help jumpstart SOA initiatives and ensure that organisations continue to reap the flexibility and reuse advantages over time. These include technologies such as an extension framework and a business services repository to facilitate maintainability and reuse, as well as recommendations for setting up roles and processes for ongoing SOA management. 2. Business Driven Approach One of the key challenges of SOA is to build processes and services that truly represent the way the organisation works across all of its product lines, departments, and business units. Oracle brings expertise from over 30 different industries and thousands of customer implementations to ensure that the models and processes it delivers can benefit your entire organisation. By starting with the key processes of the business and using these processes not the details of the current environment -- to drive the underlying implementation, Oracle provides solutions that deliver value whatever the source of the underlying application. In addition, Oracle Application Integration Architecture is designed to support Organisational change, allowing users to replace components, insert new components and change business logic quickly and efficiently when needed. Oracle uses this top-down approach to deliver a complete, industry optimised solution, including: Industry Reference Models: The first task for effective SOA is to develop models based on key industry processes. Oracle Application Integration Architecture includes both the business process flows, as well as the underlying canonical models that identify the critical data to be exchanged during the process. Without the right models, each SOA element becomes yet another legacy application, with conflicting interfaces and point integrations that are difficult to adapt Process Integration Pack: From the Industry Reference Models, specific business integration scenarios must be designed and implemented using industry standards. Oracle s run-time level business processes integrate and extend your current applications, leveraging reusable Enterprise Business Objects and Services Enterprise Business Objects and Services: Enterprise Business Objects and Enterprise Business Services provide an application-independent representation of key business components. Think of these business objects as things like customer, product, order, etc. the entities that describe how business operations run. Without these objects, companies often spend months developing a consolidated view of critical data across multiple systems. Enterprise Business Services are the specific actions that occur against the object; for instance, add customer, delete customer or modify customer Application Business Connector Services: Oracle Application Integration Architecture also includes components that connect selected Oracle and partner applications to the Enterprise Business Services, providing the application-specific web services to integrate the business process with the applications you use today. Oracle will also support and maintain these integrations over time, so that Process Integration Packs continue to work as applications are upgraded or when you move to Fusion applications. 3. Built on Best in Class Fusion Middleware With #1 market share Oracle Fusion Middleware is the world's fastest growing family of middleware solutions, ranging from SOA, service delivery platform infrastructure, portals, and process management, to application infrastructure, identity management, content management, and business intelligence. Oracle SOA Suite: Pre-Built SOA Foundation Oracle SOA Suite is a comprehensive software suite for the building, deployment, and management of a service-oriented architecture. This includes the service-oriented development of applications, service-oriented integration of applications and 19

20 IT systems, business rules, activity monitoring, and business process management (BPM). The components of the suite benefit from common capabilities including a single deployment and management model, consistent tooling, end-to-end security, and unified metadata management. Oracle SOA Suite consists of: A multi-protocol Enterprise Service Bus (ESB) to connect applications, and transform and route messages A BPEL-based Process Manager to compose services into business processes A business rules engine to capture and automate business policies A Business Activity Monitoring (BAM) solution to gain real-time visibility into the operation and performance of business processes and services A Web services management and security solution to enforce authentication and authorisation policies on services Connectivity to virtually any data source including applications, databases, queues, RFID and other physical devices; and high volume high performance data integration. 4. Support for Oracle Fusion Applications Oracle AIA will continue to build value for Oracle customers over time, as it provides a comprehensive platform for the next generation of Oracle Applications Oracle Fusion Applications. 5. Process Integration Packs for Master Data Management Built on the Oracle Application Integration Architecture framework, Oracle Process Integration Packs include everything you need to rapidly enable service-oriented applications, from business processes to common objects and services, to SOA Governance, at greatly reduced cost. AIA Process Integration Packs are designed to be easily extended to evolve as your business changes, allowing you to respond to customer needs with greater agility and flexibility. Process Integration Pack for Oracle Customer Hub is a collection of core processes to support out of the box Customer Master Data Management (MDM) integration process across Oracle Customer Hub, Siebel CRM, and Oracle E-Business Suite. It also provides a framework to enable MDM integrations with other Oracle and non-oracle applications. This is made possible by the delivery of four key complementary components: 1. A new set of composite web services in Oracle Customer Hub 2. Pre-cabled Application Integration Architecture (AIA) Process Integration Packs (PIPs) connecting Oracle Customer Hub to Siebel CRM and Oracle E-Business Suite, plus support for Third-Party Person-Enrichment service 3. The modification of these applications for them to become MDM Aware. 4. A composite application user interface enabling non-oracle applications such as legacy and web applications to become MDM Aware. Push Mode In this mode of operation, Siebel CRM and Oracle E-Business Suite act as passive participating applications where they send new or updated customer information to the hub for cleansing, de-duplication and enrichment. The hub then in turn publishes the cleansed golden version to all the participating applications. The processes that operate in Push mode include the following (as illustrated in the following diagram): Synchronise organisations and Persons from Siebel CRM to Oracle Customer Hub (OCH) Synchronise organisations and Persons from OCH to Siebel CRM Synchronise organisations and Persons from OCH to Oracle EBS Synchronise organisations and Persons from Oracle EBS to OCH Publish merge messages from OCH to Siebel CRM. 20