Thursday Oct 25, 2012

WebCenter in Action: ResCare

Oracle Corporation
Register Now for this webcast.
ResCare Solves Content Lifecycle Challenges with Oracle WebCenter

ResCare Solves Content Lifecycle Challenges with Oracle WebCenter

Complex documents must be created, assembled, reviewed, and tracked. To avoid fragmented, chaotic information processes, organizations must adopt an integrated set of strategies, standards, best practices, and technologies for managing information.

Attend this webcast to learn how Oracle WebCenter has allowed ResCare to:
  • Solve content lifecycle challenges
  • Reduce compliance and business risks
  • Increase adoption of intranet as primary business communication tool
Register now for this webcast.

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Register now for this exclusive event.

Tuesday, October 30, 2012
10:00 a.m. PT / 1:00 p.m. ET

Presented by:
Joe Lichtefeld Joe Lichtefeld, VP of Application Services & PMO, ResCare
Wayne Boerger Wayne Boerger, Product Manager, TEAM Informatics
Doug Thompson Doug Thompson, EVP Global Development, TEAM Informatics
Presented by :

Hardware and Software Engineered to Work Together
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WebCenter Customer Spotlight: Los Angeles Department of Water and Power

Author: Peter Reiser - Social Business Evangelist, Oracle WebCenter

 Solution Summary

Los Angeles Department of Water and Power (LADWP) is the largest public utility company in the United States with over 1.6 million customers. LADWP provides water and power for millions of residential & commercial customers in Southern California.

The goal of the project was to implement a newly designed web portal to increase customer self-service while reducing transactions via IVR and automate many of the paper based processes to web based workflows for their 1.6 million customers.

LADWP implemented a Self Service Portal using Oracle WebCenter Portal & Oracle WebCenter Content and Oracle SOA Suite for the integration of their complex back-end systems infrastructure.

The new portal has received extremely positive feedback from not only the customers and users of the portal, but also other utilities. At Oracle OpenWorld 2012, LADWP won the prestigious WebCenter innovation award for their innovative solution.



Company Overview
Los Angeles Department of Water and Power (LADWP) is the largest public utility company in the United States with over 1.6 million customers. LADWP provides water and power for millions of residential & commercial customers in Southern California. LADWP also bills most of these customers for sanitation services provided by another department in the city of Los Angeles. 

Business Challenges
The goal of the project was to implement a newly designed web portal that is easy to navigate from a web browser and mobile devices, as well as be the platform for surfacing internet and intranet applications at LADWP. The primary objective of the new portal was to increase customer self-service while reducing the transactions via IVR and walk-up and to automate many of the paper based processes to web based workflows for customers. This includes automation of

  • Self Service implemented through My Account (Bill Pay, Payment History, Bill History, Usage analysis, Service Request Management)
  • Financial Assistance Programs
  • Customer Rebate Programs
  • Turn Off/Turn On/Transfer of Services
  • Outage Reporting
  • eNotification (SMS, email)
Solution Deployed
LADWP implemented a Self Service Portal using Oracle WebCenter Portal & Oracle WebCenter Content. Using Oracle SOA Suite they integrated various back-end systems including
  • Oracle Siebel CRM
  • IBM Mainframe based CIS
  • FILENET for document management
  • EBP Eletronic Bill Payment System
  • HP Imprint System for BillXML data
  • Other systems including outage reporting systems, SMS service, etc.


The new portal’s features include:

  • Complete Graphical redesign based on best practices in UI Design for high usability
  • Customer Self Service implemented through MyAccount (Bill Pay, Payment History, Bill History, Usage Analysis, Service Request Management)
  • Financial Assistance Programs (CRM, WebCenter)
  • Customer Rebate Programs (CRM, WebCenter)
  • Turn On/Off/Transfer of services (Commercial & Residential)
  • Outage Reporting
  • eNotification (SMS, email)
  • Multilingual (English & Spanish) – using WebCenter multi-language support
  • Section 508 (ADA) Compliant
  • Search – Using WebCenter SES (Secured Enterprise Search)
  • Distributed Authorship in WebCenter Content
  • Mobile Access (any Mobile Browser)


Business Results
The new portal has received extremely positive feedback from not only customers and users of the portal, but also other utilities. At Oracle OpenWorld 2012, LADWP won the prestigious WebCenter innovation award for their innovative solution.


Additional Information
About

Oracle WebCenter is the center of engagement for business—powering exceptional experiences for customers, partners, and employees. It connects people, process, and information with the most complete portfolio of portal, Web experience management, content, imaging and collaboration technologies.

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