Monday Oct 12, 2015

Oracle Positioned as a Leader in the Gartner Magic Quadrant for Horizontal Portals, 2015

Gartner defines a portal as a personalized point of access to relevant information, business processes and other people. Portals support a wide range of vertical markets and business activities and address various audiences, including employees, customers and partners, and citizens. A horizontal portal offering is a software application or service that can be used to create and manage portals for a wide range of purposes.

Oracle is positioned as a Leader in the Gartner Magic Quadrant for Horizontal Portals for its Oracle WebCenter Portal offering. You can access the full report here.

Magic Quadrant

Figure 1. Magic Quadrant for Horizontal Portals

Figure 1.Magic Quadrant for Horizontal Portals

Source: Gartner (September 2015)

According to the Gartner report, the past five years has witnessed a massive transformation of the market for horizontal portals. The nexus of mobile, social, cloud and information has at once heightened the demand for this "personalized point of access..." and engendered alternative ways to accomplish it. A market that had become staid, standardized and many would argue commoditized by 2010 has been suddenly reinvigorated by a new emphasis on user experience, an apps mentality buttressed by mobile trends, and a new personalization that employs analytics, machine learning and graph algorithms rather than complicated and conflict-prone business rules to achieve context awareness. While the renewed portal market retains many of the principles, practices and value propositions of the old, the modern portal market has been transformed almost beyond recognition.

Oracle WebCenter Portal is a portal and composite applications solution that delivers intuitive user experiences for the enterprise that are seamlessly integrated with enterprise applications. Oracle WebCenter Portal optimizes the connections between people, information and applications, provides business activity streams so users can navigate, discover and access content in context, and offers dynamic personalization of applications, portals and sites so users have a customized experience.

With social, mobile and analytics driving the next wave of digital innovation, businesses require that portals provide intuitive yet personalized user experience with integrated social, collaboration and content management capabilities. Oracle WebCenter Portal is the complete, open and integrated enterprise portal and composite applications solution that enables the development and deployment of internal and external portals and websites, composite applications, self-service portals and mash-ups with integrated social and collaboration services and enterprise content management capabilities.

With Oracle WebCenter Portal, organizations can:

• Improve business productivity by providing employees, customers and partners with a modern user experience to access contextual information in a rich, personalized and collaborative environment.

• Speed development by providing developers with a comprehensive and flexible user experience platform that includes an extensive library of reusable components

• Increase business agility by extending and integrating their existing SaaS and on-premise applications such as Oracle Marketing Cloud, Oracle Sales Cloud, Oracle E-Business Suite; Siebel, PeopleSoft, and JD Edwards; and SAP seamlessly

Oracle is pleased to be named a Leader in the 2015 Gartner Magic Quadrant for Horizontal Portals. You can access the full report here.

To learn more about how Oracle WebCenter Portal can help your organization, visit us here. And, if you are coming to Oracle OpenWorld this year, be sure to visit our demogrounds and join us in our strategy, vision and roadmap session on Oracle WebCenter Portal and related solutions. This year we have a host of sessions on product deep dives, roadmap and strategy, customer successes, solution best practices, and a lot more. For complete information, we recommend you bookmark the following and add these sessions to your My Schedule tool today.

Focus on: Digital Experience, Content and Business Process Management at Oracle OpenWorld 2015.


Source: "Gartner Magic Quadrant for Horizontal Portals", Jim Murphy, Gene Phifer, Gavin Tay, Magnus Revang, Sep 15 2015.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Oracle.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Tuesday Sep 02, 2014

John Lewis Partnership Transforms Personnel Services for 85,000 Employees by Using a Self-Service Portal

Oracle Customer: John Lewis Partnership
  • Location: London, United Kingdom
  • Industry: Retail
  • Employees: 85,000
  • Annual Revenue: Over $5 Billion

John Lewis Partnership, one of the United Kingdom’s leading retailers, owns and operates 30 John Lewis department stores, 10 John Lewis at-home stores and 302 Waitrose supermarkets. The organization also runs a substantial online business through and, in addition to business-to-business contracts in the UK and abroad.

John Lewis Partnership is the UK’s largest example of worker co-ownership where all 85,000 employees are partners in the business. Partners are dedicated to delivering excellent customer service and share in the benefits and profits of the business. John Lewis was named “Retailer of the Year 2013” at the Oracle Retail Week Awards 2013.


 A word from John Lewis Partnership

"With Oracle WebCenter Portal, our partners have secure, straightforward, and instant access to a wide range of human resources services from any location. We also laid a strong foundation for future developments and growth within the organization.”

– Stephen Oliphant, Technical Application Architect, Oracle Business Service Center, John Lewis Partnership

  • Centralize personnel services by forming a new shared-service center to streamline services, improve efficiency, and offer all employees self-service functionality from the office, home, or geographically dispersed retail stores
  • Save time and costs by replacing manual, time-intensive human resources processes with an easy-to-use, self-service platform that enables employees to be more self-sufficient in managing their human-resources queries
  • Enable the John Lewis Partnership to better manage growth in the quickly changing, customer-centric retail industry by building a strong and flexible infrastructure to improve management of core back-office processes, including personnel management


  • Centralized and transformed personnel services by implementing user-friendly Oracle WebCenter Portal and offering 85,000 employees self-service access to human resources information, such as payroll, holiday and maternity entitlements, and performance review details
  • Eliminated inefficient manual processes to request holidays, administer leave requests, and check payroll details by encouraging employees to use self-service for 60% of all transactions—reducing the time and costs associated with requesting information by telephone, e-mail, or in person
  • Enabled employees to access the portal, 24/7, while at work in the head office or branch offices, via terminals in all retail stores, or at home using secure identity management, providing the most convenient way to review personnel information, ask questions, and make requests
  • Improved efficiency of leave-request reviews and approvals by providing employees and line managers with all relevant information up-front, such as who else is on holiday at a particular time, by integrating the online portal with Oracle Business Intelligence Enterprise Edition
  • Delivered graphical representation of managers’ hierarchy through the portal to help managers navigate the system in a user-friendly way
  • Built manager pages within Oracle Business Intelligence Enterprise Edition to highlight upcoming activities, helping managers plan their schedules in relation to personnel administration duties
  • Established an Oracle WebCenter platform to deliver the flexibility required for additional functionality; further integrations with multiple applications, including Oracle Learning Management; and to deliver additional services throughout John Lewis Partnership in the future

Why Oracle

“Oracle is our strategic partner of choice, and by working with a single vendor, we benefit from consistency across technology, service, and support,” said Stephen Oliphant, technical application architect, Oracle business service center, John Lewis Partnership.

“The scalability of the Oracle solution is very important. One of the key drivers for this transformation project was to support the rate of change and growth within John Lewis Partnership. By partnering with Oracle, we can deploy the right technology to provide a good service to the business and to scale as our organization grows,” said Oliphant.


Hitachi ConsultingOracle Partner
Hitachi Consulting

John Lewis Partnership chose Oracle Diamond Partner Hitachi Consulting as the  lead systems integrator to provide expertise and resources for its organization-wide HR transformation program. Hitachi led a team of partners and worked with John Lewis Partnership from the requirements-gathering phase, through initial design workshops and conference-room pilot sessions, to the final build and testing. Hitachi deployed a large, onsite team and was responsible for functional, technical, and project management, testing, as well as governance.

As part of this extensive program, Hitachi upgraded John Lewis Partnership’s Oracle E-Business Suite implementation to Release 12 before designing and implementing the Oracle WebCenter solution. It was important that the look and feel of Oracle E-Business Suite was familiar to users, so Hitachi designed the Oracle WebCenter interface to resemble the John Lewis Partnership intranet.

“Hitachi provided excellent resources throughout this project. The team was more than willing to spend time with us transferring knowledge, helping to ensure that we get the best value from our Oracle implementations into the future,” said Stephen Oliphant, technical application architect, Oracle Business Service Center, John Lewis Partnership.


John Lewis Partnership Helps 6,500 Suppliers Cut Trading Costs with Free, Self-Service Portal for Managing Accounts and Tracking Invoices and Payments

More Reference Assets About Retail

More WebCenter

Tuesday Jun 17, 2014

Building Advanced Self-Service Portals

By Mitchell Palski, Oracle WebCenter Sales Consultant

Must-Have Features for Self-Service Portals

Whether intended for employees, customers, partners or citizens, a Portal is most often intended to be a web site that is developed to aggregate information and services to users. Effective web portals present information to users based on their roles and interests so as to avoid users depending on the web site’s search bar to find information. At Oracle, we often times refer to developing that presentation layer as “delivering high-value user experiences” because of the efficiency and effectiveness it brings to users. Ultimately, these are our goals as a software development team:

  • Enhance the user’s satisfaction with using the web portal
  • Enable users to accomplish more in less time spent on the portal
  • Improves the efficacy of users through new capabilities
Although the design of a web portal’s presentation layer is critical to providing a satisfying and efficient user experience, the services that the portal provides are what will drive its success. Much like cooking a meal, the best dishes are made from the best ingredients. The services that your web portal provides are the basis for creating high-value user experiences – ultimately giving your product a higher return on investment.
As an organization, you are looking for ways to cut costs, to get your users the information they need when they need it, to improve user awareness, and to reduce overhead. This can best be accomplished by developing a self-service web portal. In this blog post, I want to describe a few features that a self-service web portal must have to be successful.

User Authentication, Role-Based Access
A self-service Portal must incorporate some form of Identity Management. Users must be able to register a profile with your web application so that users’ attributes can be captured and roles can be associated to them. Role-based access is critical to implementing a successful self-service Portal:
  • Users can inherit immediate access to key tools and applications based on their role(s) rather than having to submit manual requests
  • Mass updates can be made to all users that have been granted a role, reducing maintenance effort and costs
  • Provide the foundation for other self-service portal features (see below!)
Automated Access Requests
How do users currently gain access to new applications in your organization? Do they call the help desk? Do they email an IT administrator and explain what their roles are? How does the IT administrator know what rights to grant them? Without self-service access requests, your users and your organization are subject to the weaknesses and risks of manual access request processes.
  • Lack of visibility and awareness for requestors
  • Lost or deleted request that never get fulfilled
  • Incorrect access provisioning that can lead to security breaches

You can solve these issues for your organization by implementing automated access requests. An automated access request is a user-initiated automated process that includes at least one (system or human) validation step. The benefits to your enterprise include:

  • Allowing users to gain access to sensitive applications in a timely manner
  • Reducing IT costs through efficient, business friendly self-service and platform-based architecture
  • Minimizing risk by granting access based on standard sets of rules and policies rather than human discretion
  • Providing complete audit trails
Web-Based Form Service Requests
Your web portal is the perfect platform to provide your users with fast, efficient, and accurate services. Automated service requests transform complex manual procedures into streamlined simplified processes. Rather than having employees indirectly initiate service requests via fax, email, phone, or snail-mail, allow users to complete web-based forms. The advantages of web-based forms include:
  • Ensuring that users provide all required information prior to submission
  • Provide a layer of data validation prior to submission
  • Immediate digital transmission of information and case creation

Leverage these web-based forms to kick-off automated processes. These processes remove the human elements from key decision points in your organization’s procedures. Instead they make key determinations based off of business rules and policies. Human intervention only becomes necessary for validation steps and exception handling.

  • Removes process gaps between applications that are prone to errors
  • Simplifies architecture and streamlines processes to lower costs
  • Improves your organization’s throughput and efficiency
  • Allows your workforce to stop performing administrative work and focus on innovative tasks!
Advanced Self-Service Portals
Self-Service portals are an essential element of an organization’s ability to successfully conduct business with customers, partners, employees and citizens. Modern users expect to interact with an organization through a web-based interface that can be delivered through any type of computing device – mobile or otherwise.

Oracle WebCenter Portal provides IT with a comprehensive and flexible platform which can be used to quickly build self-service portals and composite applications. Furthermore, Oracle WebCenter’s ease of integration with other Oracle Fusion Middleware products (i.e. Identity Management, Business Process Management, and Business Intelligence) strengthens its capability to provide am enterprise-ready self-service portal that can meet all of your organization’s business needs.

Wednesday May 14, 2014

Whitepaper: Integrate, Innovate, and Inform with Oracle WebCenter Portal

Oracle Corporation
Whitepaper: Integrate, Innovate, and Inform with Oracle WebCenter Portal
Space Integrate, Innovate, and Inform with Oracle WebCenter Portal

Oracle WebCenter Portal improves productivity by engaging employees with intuitive self-service portals. Download the complimentary white paper that highlights Oracle's deep experience in portals and composite applications, and discover how Oracle WebCenter Portal can benefit you.

Learn how Oracle WebCenter Portal can:
  • Streamline and secure access to enterprise applications and leverage integrated content management
  • Assemble new custom composite application using a prebuilt library of reusable components
  • Provide contextual and personalized views to inform users with integrated social tools
Register now to download the white paper.

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Thursday May 01, 2014

Oracle WebCenter Portal Jump Start Kit is Now Available

Oracle WebCenter Portal Jump Start Kit is available on Oracle Technology Network (OTN) for external download.  

The Jump Start Kit (JSK) for Oracle WebCenter Portal is a utility that installs a fully functional version of Oracle WebCenter Portal pre-integrated with Oracle WebCenter Content, including key features enabled and preconfigured, all within a single machine instance (virtual or physical). It also includes a series of templates, examples, and lesson guides to walk you through a series of typical use cases. It is targeted to developers only, and is not supported for production use.


Friday Mar 21, 2014

Portal Technologies for Self-Service

What makes self-service Websites so complex to build?  Compelling self-service sites surface multiple backend applications and deliver them as a composite/aggregated view to present it as a unified experience to the user, which makes the Website dependent on not only the availability, but also the connections to those backend applications.  Connection in this context refers to the self-service Websites’ ability to both interact with the backend application, as well as securing (authenticate and authorize) those interactions for a given users session.  

Technology and Tools for Building Self-Service Websites
The surest way to mitigate the overall project complexity and risk is to first understand the entire scope of the project – not only the capabilities of the site, but also any dependencies that those capabilities may have.  For example, if you have a requirement to allow a customer to view and update their account information, then you will not only need to build the visual component which will be seen by the user, but you also need to identify where the customers data resides (e.g. Customer Relationship Management application, Mainframe, etc.) and how that data can be integrated.  

Security and Identity Management play a big part in delivering information. They do so by delivering information that is relevant, creating a secure connection to backend applications that are being surfaced within the self-service site.  At a minimum, directory services (LDAP) and access management (Single Sign On and Federation Management) integration are required, but more sophisticated access control policies are becoming commonplace and require integration of specialized tools for security auditing, compliance, role management, and policy administration.  

Application Integration is critical to exposing useful transactional functionality into the experience.  The challenge here is that a typical self-service application will require data from multiple application sources, which means the organization will need to determine which application sources are accessible from existing Application Programming Interfaces (API), and which will require integration layers/adapters.  Additionally, self-service Websites will often increase the demands on backend applications because it extends application functions directly to a large user base, which was previously only available to a small number of key individuals (e.g. internal support group, human resources, accounts receivable, etc.)  Organizations will often utilize Service Oriented Architecture (SOA) technologies to help with orchestration, scaling, and data integration of backend applications and/or Mainframe.  

Development Frameworks are key to building a rich consistent experience across the Website.  They provide developers with core libraries that are used for accessing data, building visualizations, and session management.  Given the amount of investment and effort that goes into them, self-service Websites tend to live for many years once they are established; much longer than many development frameworks.  The lack of support and new features makes it very difficult for an organization to evolve or maintain their site.  It can also become extremely cost prohibitive to maintain resources that are familiar with older frameworks.  

Content is the core unifying technology.  Most self-service scenario's have demanding requirements for editorial control of Web content that is being added or modified on the site.  Additionally, large volume of documents will be linked off of the site which will typically require Enterprise Content Management (ECM) capabilities for creating, maintaining, and publishing those documents.  

Why Portals?
There are a number of technology considerations for reducing the amount of custom development involved in the core platform that the current Web site is running on.  Custom coding at the platform level of a self-service project can seem like a simple approach to quickly implement a site with the resources that are available at the time.  However, these customizations can become extremely cumbersome and costly to maintain because the organization effectively becomes the owner of that code.

Virtually all self-service Websites require extensive customization, but to reduce the overall risk and long-term cost of the project, organizations need to be certain that the core technology requirements are being met by the platform they choose.  This ensures the organization can focus their development efforts on the core value add of the site versus maintaining and taking responsibility of the underlying platform, to allow them to instead focus on the core business function of the site, which will drive the most business value for their organization.  

Portal server products have long been the tool of choice for self-service projects because they deliver the core technology platform capabilities that are needed for personalization, user access control, application user experience management, component development, and site administration.  Portal technology allows organizations to move away from providing traditional purpose-built transactional Web applications to a more rich, dynamic, and streamlined user experience. 

Is your organization considering portal technologies for self-service? We invite you to view these customer webcasts and self-service solution center to help in your evaluation and learn more!

Thursday Mar 20, 2014

John Lewis Partnership Transforms HR with Self-Service Capabilities

Retailer John Lewis Partnership has revealed how it has transformed its shared service function, enabling self-service through a web portal and paved the way for its Oracle E-Business Suite to coexist with Fusion modules. Read more in this ComputerworldUK article!

Wednesday Mar 19, 2014

How Fierce Weather Validated the Potential of Great River Energy’s WebCenter-based Employee Intranet

Author: Steven Sommer, Director of WebCenter Sales, Aurionpro Sena

Soon after the launch of Great River Energy’s fully redesigned WebCenter-based corporate intranet, an unfortunate weather event put the new solution to the test.

A large storm blew through the Midwest just weeks after the new Connect the Dots intranet was rolled out. The storm wreaked havoc on the region and was the cause of several power outages. Turning to the new intranet as a channel of communication to the organization’s almost 900 employees, the corporate communications team published a news story that described the events that had taken place. And that’s when an amazing sequence of events unfolded…

Almost immediately, employees across various divisions started sharing information and interacting through the new WebCenter-based platform. The first feature that individuals took advantage of was the ability to comment on the news story. Field crews provided real-time outage updates. Questions were posted…and actually answered by the “right” employees – subject matter experts. YouTube videos were linked to, delivering visual context to what was happening in the field. And executives not only observed the collaboration that was happening in real time, they also contributed to the conversation. 

By the time power was restored to Great River Energy’s customers, the corporate communications team was able to digest the remarkable turn of events. Although the storm was an unfortunate incident, it turned out to be a catalyst that rapidly accelerated employee adoption of the new intranet. The vision and hard work that was invested in the solution enabled the company to achieve a level of collaboration never before realized. The tool clearly accomplished what the project team had set out to do: connect employees to the business, their members (customers) and each other.

As the implementation lead on Great River Energy’s Connect the Dots intranet project, it was a very satisfying experience to watch the use of the platform expand so rapidly, validating the WebCenter technologies and the set of features that were deployed. For more information on this success story, feel free to get in touch with Steven Sommer at

Great River Energy is a Minnesota-based electric generation and transmission cooperative, one of the largest in the United States. With almost 900 employees, Great River Energy is a not-for-profit that generates close to $1 billion in revenue. Great River Energy -- Powering what’s possible!

Monday Mar 17, 2014

Modernizing the Self-Service Experience

Oracle WebCenter Portal: A Comprehensive and Pre-Integrated Portal Platform 

Self-Service Websites have become an integral element of a Web user's interface with organizations they conduct business with.  Whether they are customers, partners, or employees - these users expect to interact with the organization from the Web anytime, anywhere, and from any device.  

Oracle WebCenter Portal provides IT with a comprehensive and flexible platform which can be used to quickly build portals and composite applications. This common user experience architecture is based on ADF and combines run-time and design time customization of applications in one unified platform.

Oracle WebCenter Portal can help your organization:

  • Reduce Operational Costs: Limit high-cost / low-value interactions by delivering a high-value experience through a fully integrated self-service portal which directly presents users with content, data, and interactions that they need/want.  
  • Improve User Experience: Engage employees, partners, and customers through self service web interactions to maximize their value and loyalty.  Create additional value for existing customers and connect on the items most important to them.  
  • Speed Development: Expose key data and processes from back-end applications securely and effectively by providing developers with a comprehensive and flexible user experience platform that includes an extensive library of reusable components
  • Increase Business Agility: Standardizing on a proven platform which is certified with on the most comprehensive Middleware technology stack in the world.  
Are you looking to modernize the self-service experience for your customers, partners or employees? We invite you to visit our resource center or listen to these Oracle WebCenter customers in action, as they share how they are increasing productivity and improving the self-service experience for their end users.

Friday Mar 07, 2014

Oracle WebCenter + BPM = High Value Web Experiences

As we wrap up this week talking about High Value Web Experiences, today we have WebCenter expert Mitchell Palski sharing his thoughts on High Value Web Experiences, and specifically how Oracle WebCenter and Oracle Business Process Management provide a unique and integrated solution that will improve your employees’ efficiency.

By Mitchell Palski, Oracle WebCenter Sales Consultant

When we talk about High Value Web Experience, we should first start off by describing a web experience with low value. When users are navigating your web application and they become lost and frustrated, they are less likely to:
  1. Successfully accomplish their tasks
  2. Return to that web site as frequently
Web design shouldn’t be a puzzle; it shouldn’t be a challenge. A good web design doesn’t force users to think about where to go or what to do. When users are forced to focus their energy on figuring out what they need to do and where they need to do it, we are diminishing their web experience.

Ok so now let’s talk about a High Value Web Experience. When we can provide users with a web application that is intuitive and easy to navigate, they  are more likely to:
  1. Successfully complete their tasks
  2. Accurately complete their tasks
  3. Return to that web site to complete other tasks
The idea behind this concept of a “High Value Web Experience” is to present users with a presentation layer that does the heavy lifting for them. 

WebCenter Portal leads High Value Web Experiences by:
  • Empowering business users to build and manage their portal environment.
  • Delivering the right information to the right people through role-based access control.
  • Presenting relevant applications, data, and process interactions in the same context.
  • Providing interface designs that are optimized for any mobile device.

Surfacing Oracle Business Process Management Suite through WebCenter Portal adds value by:

  • Automating processes to minimize end user confusion and reduce human error.
  • Providing visibility into business processes that leads to user satisfaction and more accurate process improvement.
  • Making it easy to integrate legacy applications with processes using web services and other integration mechanisms.

These products create a web experience that is defined by user roles and driven by holistic enterprise business processes.  A WebCenter + BPM solution can provide high value web experiences to your citizens, employees and partners.

Here’s how the Oracle solution benefits Citizens:
  • Prioritizes content and applications based on real user-traits or navigational metrics rather than qualitative data
  • Provide automated self-services for faster end results
  • Gives citizens visibility into processes
The Oracle solution allows you to give your Employees the benefits of:
  • Building contextual workspaces that remove complexity from user interfaces
  • Consolidating systems to avoid confusion and create a “single source of truth”
  • Creating an environment of accountability that leads to improved productivity
Here’s how this solution can help your organization strengthen Partner-relationships:
  • Improve relationships by building engaging interfaces
  • Enable self-service for informed decision making
  • Quickly stand-up effective workspaces for collaboration with new partners
If organizations are looking to get started creating High Value Web Experiences, the first step to any project is always to identify your pain points and gather requirements. Identify:
  • Roles
  • Processes
  • Other functional requirements
The next step is to match those processes and functions to each role. Before you even begin to design pages and workspaces, it is critical to understand what your users are trying to accomplish. Leverage surveys, interviews, and usage statistics to gather requirements and fully understand what you want to accomplish.

Finally, begin implementing your solution using your collaborative development tools.
  • WebCenter offers a Portal builder that is designed to allow web designers and business users to easily build pages and workspaces
  • The BPM Suite offers a collaborative modeling workspace similar to MS Visio

Both tools:

  • Are browser-based for ease of access and to provide collaboration
  • Allow IT resources to provide business users with functional components like web services
  • Leverage visual and intuitive development tools that include drag-and-drop functionality and visual representations of end products
Last but not least:
  • Follow rapid and iterative software development techniques using WebCenter’s preview functionality and BPM’s process simulator tool
Oracle WebCenter Portal and Oracle Business Process Management provide a unique and integrated solution for High Value Web Experiences that will improve your employees’ efficiency and increase productivity. Learn how Oracle WebCenter customers are delivering these unique experiences for their citizens, employees and partners.

Wednesday Mar 05, 2014

The High Value Web Experience

Historically, Websites can be best defined as a content publishing channel.  Even today, the large majority of internal and external Websites are static content used for pushing information to their users.  However, while self-service is a small percentage of the overall Web properties, it provides the highest value to the users by providing a personalized experience which can not only be tailored to the users organizational role, but also allows the user to directly access, modify and manage key elements of their business relationship without the need for interacting with anyone else from the organization.  Depending on the purpose of the self-service Website, it can help organizations increase their revenue while reducing costs.  

Figure 1. Common Use Cases for Self-Service.

Target Audience
The use cases in Figure 1 are broken into 3 top-level categories: External, Partner, and Employee, since the scope of most self-service Websites will target one of these audiences per deployment.  The key with any successful self-service Website is to meet the specific needs of the target audience by providing the most relevant and valuable capabilities.  The broader the audience, the more difficult it is to deliver a compelling experience.  Self-service is the epitome of targeting and personalization, which makes definition of the audience critical to the usefulness and overall success of the site.  

Figure 2. Key Business Drivers for Self-Service Portals.

Self-service Websites for external audiences such as customers or citizens, typically empower the user by granting access and/or updating information they previously would have needed to contact someone else in the organization directly for.  Growing revenue and reducing processing costs are often attributes of the business case for these scenarios.  

Self-service Websites are a powerful way for an organization to cross-sell other products and/or services to an existing customer.  In a customer self-service scenario such as a customer support portal or a My Utilities site, not only can customers access their accounts, update their addresses, pay bills and monitor their daily/hourly usage, but also marketing teams can deliver highly targeted campaigns based on account information of the users’ currently owned product/services.  For instance, a customer that logs into a customer support portal seeking to find updates for their existing product could be interested in upgrading to the latest generation of that product – a carefully placed personalized ad could result in a significant revenue opportunity to grow profits from the existing customer base.  Similarly, this model can help a Utilities company to promote rebates and other services that may benefit both the customer and the organization.  

In addition to revenue growth, many external scenario's can also be justified by reduction and accuracy of processing times, decrease in call or walk-in traffic, and improvement of overall user satisfaction, which can result in significant cost savings for the organization.  

Customer Story

Los Angeles Department of Water and Power (LADWP)
LADWP is the largest public utility company in the United States with over 1.6 million residential and commercial customers in Southern California.  Searching for opportunities to improve customer service and automate paper based processes, LADWP realized their existing legacy technologies provided very little agility and created a lot of challenges.  During customer focus groups, they discovered their customers wanted a Web experience that delivered more direct access to the things they need most, such as billing and service requests.  LADWP implemented a self-service portal using Oracle WebCenter Portal to surface various back-end systems such as Oracle Siebel CRM, Legacy Mainframe, and billing applications.  Their customers now have access to MyAccount (billing and usage analysis), Financial Assistance Programs, Rebate Programs, service requests, outage reporting, eNotifications and much more.  The site has received extremely positive feedback from their customers, has helped to drastically improve LADWP's customer experience ranking vs comparable utilities companies, and driven the usage of online billing.  

Business partners are often seen as an extension of an organization, which means the self-service interfaces tend to be extremely rich for access to backend application data.  In some cases, the interface may be identical to what an employee within the organization may have access to.  It's also common for a partner to use the organization’s hosted site as a co-selling tool for their own customers and simply rebrand the site with their own logo. Partner-facing self-service can be a powerful way for an organization to extend the reach and capability of their organization by enabling partners to do business on their behalf.  The key value for this scenario is business reach/growth, process efficiency, and process consistency.  The types of self-service tools for partners can be a key differentiator in attracting and maintaining a partner network. Partner Portals enable companies to share information and collaborate between partners, brand owners, and joint customers. Its broad range of data, marketing materials, and selling tools facilitates the collaborative sales process, while its superior service and problem-resolution capabilities help partners deliver timely and consistent customer service. 

Customer Story

Land O’Lakes, Inc.
Land O’Lakes is one of America’s premier member-owned cooperatives, offering local cooperatives and agricultural producers across the nation an extensive line of agricultural supplies, as well as state-of-the-art production and business services. Land O’Lakes is using Oracle WebCenter Portal to improve online experiences for partners to handle all aspects of account management and order entry through a consolidated, personalized, and secure user interface. By creating a self-service portal for placing orders for seed, Land O'Lakes ended up with a new engagement platform that drives more efficient processes, and has actually resulted in net new business.

Internal self-service sites offer employees access to their human resource details such as personal records and payroll information; allowing employees to change their own address, contact details, education records, job profile, vacation and sick leave, and many more.  Some scenarios allow for employees to change payroll details such as their direct deposit information and provide access to current and historical payslips. These sites have also been known to be used for career planning, skills profiles, learning, objective settings, and annual appraisals.  This can be a valuable asset to an organization to retain their talent, while also helping to improve employee satisfaction. Human resource departments see employee portals as a means of empowering employees and reducing process errors and cost.  Organizations also view employee self-service as a means of eliminating manual processes and in turn reducing costs associated with support and physical paper processing.

Customer Story

Schneider National, Inc. 

Schneider National is a premier provider of truckload, logistics and intermodal services. Serving more than two-thirds of the FORTUNE 500® companies and conducting business in more than 28 countries worldwide, Schneider National offers the broadest portfolio of services in the industry. The company’s transportation and logistics solutions include Van Truckload, Dedicated, Regional, Bulk, Intermodal, Transportation Management, Supply Chain Management, Warehousing and International Logistics services. Schneider National’s previous solution for their Drivers was very static, fairly expensive to maintain, and needed IT involvement to update most content.  The business wanted a more dynamic and less IT-centric solution that would allow employees to modify their solutions quickly and easily, allow for significantly improved collaboration with the users, and an integrated solution across various types of content, applications, and collaboration services. Schneider National turned to Oracle WebCenter Portal for their employee self-service portal, allowing drivers to view employee information such as benefits, online training and pay statements, all in a single user interface – whether they are in the office or on the road.

Self-Service Websites have become an integral element of a Web user’s interaction with organizations they do business with.  Oracle has proven to be a trusted partner for organizations that are looking to build new or replace existing self-service Websites.  Oracle's approach to delivering a comprehensive and pre-integrated collection of enterprise products and tools reduces the overall risk and total cost of the self-service project. We invite you to learn how Oracle WebCenter customers are leveraging Oracle WebCenter Portal to use, build and manage self-service Websites and deliver intuitive digital experiences for their users. 

Monday Mar 03, 2014

High Value Web Experiences

Self-Service Websites have become an integral element of a Web user's interaction with organizations they do business with.  Whether they are customers, partners, or employees - these users expect to interact with the organization from the Web anytime, anywhere, and from any device.  

And while the expectations are high, building and maintaining this type of rich experience for the business user has not always been without complexity.  IT groups are finding it difficult and expensive to build new or even maintain their current self-service sites.  In many cases, their existing self-service sites are built on old and outdated technologies, which can make it challenging and costly for an organization to add new capabilities, as well as increase their risk by trying to adapt older environments to the needs of the modern day user.  

Oracle has proven to be a trusted partner for organizations that are looking to build new or replace existing self-service Websites.  Oracle's approach to delivering a comprehensive and pre-integrated collection of enterprise products and tools reduces the overall risk and total cost of the project.

We invite you to learn how Oracle WebCenter customers are leveraging Oracle WebCenter Portal to use, build and manage self-service Websites and deliver intuitive digital experiences for their users. 

Tuesday Dec 03, 2013

How Well Does Your Organization Do Self-Service?

Assessment Tool Measures
Your Self-Service Portal Strategy

The adoption of self-service portals is accelerating, but too often portals are implemented without a comprehensive strategy that ensures key functionality, such as cohesive user experiences and integration with back-end applications. Now a new assessment tool lets organizations quickly measure the effectiveness of their current self-service portal approach. 

Recent studies indicate that self-service portals are now more of a business imperative than ever. One study shows that 55 percent of consumers prefer automated self-service—twice as many as five years ago. The potential benefits are enormous: self-service reduces costs by US$9.00 per employee per month by eliminating manual, paper-intensive processes. 
View a new infographic to learn about other interesting facets of self-service. 

Are You a Self-Service Leader?
Despite the potential to use portals to reduce costs and increase satisfaction, many organizations install packaged applications that focus only on one aspect of a relationship with a customer, employee, or partner. For example, a customer relationship management system may present sales projection information but fail to integrate with the enterprise resource planning system to provide current account status. 

"Too often, such an approach doesn't address every aspect of taking action," explains Ashish Agrawal, senior director of product management for Oracle WebCenter Portal. 

The Oracle Self-Service Portal User Experience Assessment quickly helps you benchmark your organization's approach, including

  • Portal strategy
  • Portal agility
  • Integration and personalization
  • Social interactivity
  • Cross-channel integration

Why Oracle WebCenter? 
Oracle is the only enterprise software vendor with the complete, open, and integrated approach to support a truly comprehensive self-service portal strategy. With Oracle WebCenter Portal, you can

  • Integrate content, information, and business processes
  • Easily create and manage mobile portal experiences for desktop browsers, smartphones, tablets, and kiosks
  • Build and deploy custom-built components using rich development tools

View the new self-service portal destination page and take the Oracle Self-Service Portal User Experience Assessment

Access in-depth information about Oracle WebCenter Portal

Download a white paper about self-service portals, “Oracle WebCenter Portal: High Value Web Experiences Through Self-Service Portals.”

There's more of this great content in this November's WebCenter Newsletter

Subscribe for more content every other month.

Friday Nov 15, 2013

WebCenter Portal – Customize your Profile page

Guest post today by: Mitchell Palski, WebCenter Sales Consultant

The Oracle WebCenter Portal People Connections service provides social networking tools for creating, interacting with, and tracking the activities of a user’s connections. WebCenter enables users to manage their personal profiles, access the profiles of other users, provide ad hoc feedback, post messages, track activities, and connect with others.

A Profile provides users with a variety of views into their own profile, as well as other users' profile information. Such information can include a user's email address, phone number, office location, department, manager, direct reports, and more. Profile takes the bulk of its information from the back-end identity store that provides a WebCenter Portal application with its list of users. Additionally, a Profile may offer opportunities for altering some of this information and for providing additional data that is not included in the identity store.
Here is an example of my profile page in one of our Oracle demonstration environments:
Profile Page

By default, not all sections of the user profile are editable by a user and viewable by other users. It is the administrator's job to specify the information to show in each section of the profile and determine whether users are allowed to edit their profile data and their application password within the WebCenter Portal.

To configure the Profile:

1. Open WebCenter Portal Administration.
2. Click Tools and Services, and then select People Connections. Tabs with the names of People Connections features appear to the right.
3. Click the Profile tab to bring it forward.
People Connection Settings
In the Profile Access section of this page, an administrator can control view settings around the sections of the profile. There are two sections under “View settings” that need to be considered when an administrator wants to hide a section of the profile:
• Who can view this section
• Allow Owner Override
For example, a number of my customers have asked about hiding the “Personal Information” section for their users because their users are employees and they don’t want them to share information such as their personal address. In this case, if the administrator logs in as an administrator change “Who can view this section” to “None” a user can still change that setting in their personal Preferences.
**Note: the columns in the Profile Access table can be reordered.
Profile Access
By default, not all of the attributes in a user’s profile are editable. Use the Profile Attributes – Edit Settings section of this page to enable and disable which attributes can be edited by a user through their web browser. For example, you may want to allow a user to edit their Business Contact Attributesinformation from their profile page.


It is important to consider how a user’s information is being used in your Portal environment before making changes to this page. Some questions to ask are:
• Is this information being managed elsewhere?
• Is user information being used to network?
• Are there any security concerns around allowing users to enter user information?
For more information on configuring your People Connections Service and User Profile, please refer to these Oracle WebCenter Portal documentation links:

Thanks for your time! Please comment on this post and let us know if this article is helpful for you and your organization!

 Learn how Oracle WebCenter Portal delivers secure, role-based, and personalized portal solutions that optimize the connections between people, information, and applications.

Empower End Users with Integrated Self-Service Portals

Friday Oct 25, 2013

The Connected Company: WebCenter Portal - Feedback - Analytics and Polls

Evernote Export Guest Post by: Mitchell Palski, Staff Sales Consultant

The importance of connecting peers has been widely recognized and socialized as a critical component of employee intranets. Organizations are striving to provide mediums for sharing knowledge and improving awareness across their enterprise. Indirectly, the socialization of your enterprise should lead to cost savings and improved product/service quality. However, many times the direct effects of connecting an organization’s leadership with its employees are overlooked. Oracle WebCenter Portal can help you bridge that gap by gathering implicit and explicit feedback.

Implicit Feedback Through Usage Analytics

Analytics allows administrators to track and analyze WebCenter Portal traffic and usage. Analytics provides the following basic functionality:

  • Usage Tracking Metrics: Analytics collects and reports metrics of common WebCenter Portal functions, including community and portlet traffic.
  • Behavior Tracking: Analytics can be used to analyze WebCenter Portal metrics to determine usage patterns, such as page visit duration and usage over time.
  • User Profile Correlation: Analytics can be used to correlate metric information with user profile information. Usage tracking reports can be viewed and filtered by user profile data such as country, company or title.

Usage analytics help measure how users interact with website content – allowing your IT staff and business analysts to make informed decisions when planning development for your next intranet enhancement. For example:

  • If users are not accessing your Announcements page and missing critical information that they need to be aware of, you may elect to use graphical links on the home page to direct more users to that page. As a result, the number of employee help-requests to HR decreases.
  • If users are not accessing your News page to read recent articles, you may elect to stop spending as much time updating the page with new stories and cut costs in your communications department.
  • You notice that there is a high volume of users accessing the Employee Dashboard page so your organization decides to continue making personalization enhancements to the page and investing in the Portal tool that most users are accessing.

Usage analytics aren’t necessarily a new concept in the IT industry. What sets WebCenter Portal Analytics apart is:

  • Reports are tailored for WebCenter specific tools
  • Report can be easily added to a page as simple as a drag-and-drop

WebCenter Portal Analytics

Explicit Feedback Through Polls

WebCenter Portal users can create, edit, take, and analyze online polls. With polls, you can survey your audience (such as their opinions and their experience level), check whether they can recall important information, and gather feedback and metrics.

How many times have you been involved in a requirements discussion and someone has asked a question similar to “Well how do you know that no one likes our home page?” and the response is “Everyone says they hate it! That’s all anyone complains about.” No one has any measurable, quantifiable metric to gauge user satisfaction. Analytics measure usage, but your organization also needs to measure the quality of your portal as defined by the actual people that use it. With that information, your leadership can make informed decisions that will not only match usage patterns but also relate to employees on a personal level. The end result is a connection between employees and leadership that gives everyone in the organization a sense of ownership of their Portal rather than the feeling of development decisions being segregated to leadership only.

Polls can be created and edited through the Poll Manager:

Oracle WebCenter Poll Manager

Polls and View Poll Results can easily be added to a page through drag-and-drop.

WebCenter Portal Poll Results

What did we learn?

Being a “connected” company doesn’t just mean helping employees connect with each other horizontally across your enterprise. It also means connecting those employees to the decisions that affect their everyday activities. Through WebCenter Portal Usage Analytics and Polls, any decision that is made to remove a Portal page, update a Portal page, or develop new Portal functionality, can be justified by quantifiable metrics. Instead of fielding complaints and hearing that your employees don’t have a voice, give those employees a voice and listen!


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