© 2008 Oracle Corporation – Proprietary and Confidential · © 2008 Oracle Corporation – Proprietary and Confidential 4 Preface - Playbook Structure • A pictorial Solutions

© 2008 Oracle Corporation – Proprietary and Confidential

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Enterprise Taxation Management Industry Playbook FY 2008 2H

3© 2008 Oracle Corporation – Proprietary and Confidential

About this Presentation• Audience: TGBU Executives, other Oracle sales organizations and

Public Sector business units related to tax and revenue opportunities• Speaker: Sales Execs, Product Marketing Staff (script included in slide

notes)• Objectives:

• Positions TGBU ETM offering in the larger Oracle solution set• Positions an integration strategy between ETM and other Oracle products

and 3rd party products• Defines a common framework for tax and revenue business components• Identifies and describes whitespace component offerings

• Author: Randy Covert, VP Tax Solution Specialist, TGBU• Release date – March 2008 (2H – 2008)• Feedback – please send any comments or suggestions

to the author


Preface - Playbook Structure• A pictorial Solutions Map or “footprint” of each Industry was created to

frame the solutions but with a common grouping of functional areas• The Solutions Map is backed by a description of the solutions and the

selling strategy/rationale for selection of each solution• A Playbook only recommends integration cross-suite where it exists today

or will exist in the next quarter in a supported manner• Playbooks include white space where ISV’s play a role and name the

major global ISV partners• Playbooks present the most common exception scenarios for installed

base:• E-Business Suite Installed in some functional areas• Oracle not a technology standard• SAP or FAST installed in some functional areas• Industry subsectors with different needs (e.g. smaller – less complex tax

agencies; large – complex agencies; agencies with Siebel preference, etc)


Preface - Industry Solution Maps The Major Business Areas and Components of an Industry



Strategy for the Tax Global Business Unit Industry Playbook


Strategy for the Tax Global Business Unit Industry Playbook

• There are two main challenges for the TGBU• Diversity of tax and revenue administration customer base

• Customers can be divided into a number of categories and the scope and complexity of the requirements to be met is different for each category

• This requires a solution map for each category of customer

• Diversity and depth of Oracle offerings• Overlap in some areas creates an integration challenge for

customers that want more than just the ETM base offering• We need a consistent story of how to map customer category

requirements to an agreed solution footprint for that grouping• Solution environment constantly changing with new products

being acquired and upgrade, and older products being sunset or absorbed into new brands


Strategy for the Tax Global Business Unit Industry Playbook (continued)

• Approach• Commit to this single model• Create a baseline playbook for tax and revenue management• Refine the customer segmentation model• Update the playbook baseline semi-annually to reflect refined

knowledge or customer sets, product directions and requirements fit/gap analysis

• Also update the ISV/Whitespace matrix with strategic decisions on approach for each whitespace area (e.g. build, buy, or partner)


Customer Segment and Recommended Solutions Map

Footprint Map

Customer Segment Key Characteristics / Requirements Recommended Solution Footprint

Small to Medium Size Revenue Base(less than 100B US$)

• Most state, provincial, county, municipal jurisdictions

• Small federal level may also fit here• Basic channel management• Basic workload management

ETM Greenfield

Customer with FAST implementation • Customer wants Oracle tech FAST Surround and Replace

Customer with SAP implementation • Customer wants Oracle tech SAP Surround and Replace

Customer unsure where to start • Customer insight program required Use blank footprint as consulting aid

Baseline: March 2008



Oracle Tax and Revenue Management Solution Map

ETM within Oracle Suite (Green-Field)


Customer ChannelsCall Center

IVR/CTI

Partner Self-Service Internet/Self-Service

ETM/BI

ISV Partners

Corporate AdministrationProcurementBudget Facilities

ManagementHuman

Resources/TrainingGovernance and

ProjectsAsset MgtFinancials

IT

Helpdesk

Analytics

Infrastructure

Oracle Technology [Database, GIS, Application Server, RAC, Oblix, Times Ten, Systems Management, Privacy]

Integration Framework (Fusion, BPEL/BPA/BAM)

Hubs: Master Data Management (Customer)

Tax and Revenue OperationsIntake

Returns Processing(Submissions)

Account Management /Taxpayer Registration

And Accounting

Disbursements

Taxpayer Notice

Taxpayer ServiceCase Management

Revenue Accounting

Collections Case Management

Customer Communications

WorkloadManagement

Outreach and Education

Cashier

Tax LawDetermination and Case

Management

e-Mail

Web Service/EDI Secure FTP

Employee Field Service

Partner Management

Real-Time Decisions

Business Process ManagementAnd General Reporting

Case Selection,Assessment and

Risk DeterminationEntity/Relationship Analytics

Walk-In Postal

Other Oracle

SolutionProviderLegend

Revenue Forecasting

Burden/Incidence Analysis

ETL and Perfection

Content Management

Audit, Appeals andCriminal Case Management


ETM Green-Field Solution Details

CUSTOMER CHANNELSBusiness Component Product/Solution Sales Strategy/Dependencies

Internet/Self-service ETM web self-service Leverage ETM web self-service framework

Call Center ETM CTI integration Leverage ETM CTI integration for taxpayer service management

Partner Self-service ETM web self-service Leverage ETM web self-service framework

Employee Field Service ETM – connected (VPN)ETM has no disconnected user support. Field officer must connect remotely. This is up-sell opportunity to Siebel disconnected user capabilities

e-Mail Siebel Public Sector Up sell to Siebel ; note-requires integration to ETM

Cashier ETM Leverage ETM cashiering functions

Web Service/EDI ETMFor ETM inbound messaging, leverage ETM XAI through web service interfaces; EDI may require 3rd

party integration

Secure FTP 3rd party ISV solution Requires staging to ETM processes

IVR/CTI 3rd party ISV solution Requires integration to ETM web services

Walk-In 3rd party ISV solution Queue management to walk-in services

Postal 3rd party ISV solution White-mail handling inbound and outbound


ETM Green-Field Solution DetailsTax and Revenue Operations

Business Component Product/Solution Sales Strategy/Dependencies

Intake 3rd party ISV solution Paper handling; check handling and clearing; e-file staging; CAMA processing (property tax)

Returns Processing (Submission) ETM Leverage ETM configuration and batch processing capabilities

DisbursementsETM and EBS or PeopleSoft accounts payable

For creating refund and refund voucher records, and for accounts payable staging; requires integration to EBS/Psoft for final fulfillment

Taxpayer Notice ETMAnd 3rd party ISV solution

For creation and quality control of taxpayer notices; and for notice fulfillment; Can lead with BI Publisher and/or 3rd party offerings including Doc1 and Document Sciences

Taxpayer Service Case Management ETM Lead with ETM

Revenue Accounting ETM and EBS ETM provides the base revenue accounting transactionsEBS provides more sophisticated aggregation and allocation reporting

Partner Management ETM Leverage ETM third party management

Workload Management ETM Leverage ETM workload allocation and management

Customer Communications ETM Leverage ETM correspondence and taxpayer content management; may also cross-sell to content management solutions (e.g. Stellant). Correspondence fulfillment may be 3rd party (like notices – e.g. Bi Publisher; Doc1, etc)

Outreach and Education Siebel Taxpayer/3rd party education campaign management is a good up sell to Siebel

Account Management ETM Leverage ETM taxpayer account management

Collections Case Management ETM Leverage ETM case management

Audit, Appeals and Criminal Investigation Case Management Siebel Lead with Siebel Public Sector

Tax Law Determination Siebel Lead with Siebel Public Sector


ETM Green-Field Solution DetailsAnalytics


Real-Time Decisions Siebel Real Time DecisionFor real-time, in process risk determination and fraud prevention. Note, certain other 3rd party products may fit her as well (e.g. RSI). Also, this requires process integration (through BPEL) with ETM

Business Process Management and General Reporting ETM and BI Publisher

Lead with ETM BI for BI around process management dashboards and operational analysis. For general reporting add in BI Publisher. This is also where integration with Business Objects (Crystal Reports), etc. would take place. Reporting on tax operations comes from 3 sources: ETM itself provides a limited set of reports; ETM BI dashboards can be used to generate ad-hoc reports; and Oracle BI publisher can be used to create new systematic and ad-hoc operational reports.

Case selection, Assessment and Risk Determination and Scoring

Siebel OBIEE / 3rd party solutions

Lead with 3rd party (RSI, SAS, IBM) when customer needs out of box or has preference; replacement strategy with Siebel OBIEE islonger term

Entity/Relationship Analytics 3rd party ISV solution Examples include IBM Entity Analytics

Revenue Forecasting 3rd party ISV solution Examples include SAS

Tax Burden and Incidence 3rd party ISV solution Niche market (micro-simulation)

ETL and Perfection Oracle OBIOr 3rd party ISV solution

Data perfection services include NCOA (National Change of Address) and Finalist (address perfection for US postal)



Corporate Administration


Budget EBS Lead with Oracle e-Business Suite

Financials EBS Lead with Oracle e-Business Suite

Procurement EBS Lead with Oracle e-Business Suite

Facilities Management EBS Lead with Oracle e-Business Suite

Human Resources / Training EBS Lead with Oracle e-Business Suite

Governance and Projects EBS Lead with Oracle e-Business Suite

Asset Management EBS Lead with Oracle e-Business Suite

Help Desk Siebel Lead with Siebel Help Desk



Infrastructure


Data Hubs Siebel Customer MasterEspecially useful in environments where main customer pain in diversity of data sources and fragmented processing linked to legacy

Integration Framework Fusion with BPEL/BPA/BPMRequired for all scenarios requiring inter-application integration and end-to-end process management capabilities

Oracle Technology Foundation Oracle Database, identify management, and other

required infrastructure



Tax and Revenue Management Addressing the Whitespace


Tax and Revenue ManagementAddressing the Whitespace

Whitespace Category and Product Consideration

Whitespace Area and Component Product Characteristics Example

Products/Companies

Customer channel: Secure FTP • High-security channel management for file transfer • Hummingbird Secure FTP

• Sterling Commerce

Customer channel: Interactive Voice Response and Computer Telephony Integration

• Interactive voice response (IVR) telephony applications• Computer Telephony Integration (CTI) for call center automation

• IVR Technologies• Aspect• Genesys

Customer channel: Walk-In queue management • Customer walk-in queue management systems • Q-MATIC

Customer channel: Postal interaction • High-volume post handling hardware and software •Pitney Bowes

•Bell & Howell


Tax and Revenue ManagementAddressing the Whitespace (continued)


Whitespace Area and Component Product Characteristics Example

Products/Companies

Tax and Revenue Operations: Intake

• High-volume batch control and staging management

• Payment processing• Forms recognition and scanning

• BMC Mainview• J&B Software• IBM IFP

Tax and Revenue Operations: Taxpayer Notice

• High-volume, template driven taxpayer notice generation and printing

• Bar-code generation• PDF generation

• Pitney Bowes DOC1 Correspondence Management

• Document Sciences• Adobe Forms Lifecycle

Tax and Revenue Operations: Customer Communications

• High-volume, template drive taxpayer correspondence generation, both systematic and ad-hoc.

• Pitney Bowes DOC1 Correspondence Management


Tax and Revenue ManagementAddressing the Whitespace (continued)


Whitespace Area and Component Product Characteristics Example Products/Companies

Analytics: Case Selection, Assessment and Risk Determination

• Data warehouse, data mining, risk scoring• Tax specific models • Internet scanning and profiling

• RSI Discover Tax• IBM TACS• DTA/HMRC Xenon

Analytics: Entity analytics and relationship analytics

• Identity disambiguation• Non-obvious relationship awareness• Graphical relationship mapping

• IBM Entity Analytics• Visual Analytics• i2

Analytics: Revenue forecasting • Statistical analysis for forecasting tax revenue • SAS

• AEG RevCast

Analytics: Burden and incidence analysis

• Determination of incidence and burden of tax policy

• Burden reduction and simplification analysis

• Niche market – micro-simulation modeling

• Anderson Economic Group

Analytics: ETL and data Perfection

• Data cleansing and validation• Name, SSN, address perfection

• Pitney Bowes Customer Data Quality Platform

• Melissa Data NCOA Link



Appendix


ETM Industry PlaybookAppendices

• Appendix A – Blank Solution Map• Appendix B – Tax and Revenue Management

Business Component Definitions and Capabilities• Appendix C – Assumptions and Usage Model for the

ETM Industry Playbook



Appendix A – Blank Solution Map


Oracle Tax and Revenue Management – Customer Starting Point

Customer ChannelsCall Center

IVR/CTI

Partner Self-Service Internet/Self-Service e-Mail

Web Service/EDI Secure FTP

Employee Field Service

Cashier Walk-In Postal

Corporate AdministrationProcurementBudget Facilities

ManagementHuman

Resources/TrainingGovernance and

ProjectsAsset MgtFinancials

IT

Helpdesk

Analytics Tax and Revenue OperationsIntake

Returns Processing(Submissions)

Account Management /Taxpayer Registration

And Accounting

Disbursements

Taxpayer Notice

Taxpayer ServiceCase Management

Revenue Accounting

Customer Communications

WorkloadManagement

Outreach and Education

Partner Management

Real-Time Decisions

Case Selection,Assessment and

Risk Determination

Entity/Relationship Analytics

Revenue Forecasting

Burden/Incidence Analysis

ETL and Perfection

Business Process ManagementAnd General Reporting

Collection Case Management

Audit, Appeals and CriminalCase Management

Tax LawDetermination and Case

Management

Infrastructure

[Database, Security and Privacy, Availability, Systems Management]

Integration Framework (SOA, ESB, BPEL/BPA/BPM)

Data Hubs: Master Data Management (Customer)

Content Management



Appendix B – Tax and Revenue Management Business Component Definitions and Requirements


Overview of Tax and Revenue Functional Areas Customer Channels

Functional Area and Components Description

Customer Channels Solutions supporting customers either directly or through an organization’s employees or partners

Internet/Self-service Ability for taxpayers to conduct business with the tax agency over the internet

Call CenterAbility for taxpayers to conduct business with tax agency support personnel over the telephone; includes CTI support and FAX support

Partner Self-service Ability for tax agency partners to conduct business with tax agencies over the internet

Employee Field ServiceAbility for tax agency employees to perform field functions (e.g. audit and collections) and then to synchronize their work with tax agency central systems

e-Mail Ability for taxpayers and partners to interact with the tax agency via e-mail

Cashier Ability for taxpayers to make tax payments on site

Web Service/EDI Ability for taxpayers and partners to interact with the tax agency via web services and/or EDI channels

Secure FTP Ability for taxpayers and partners to interact with the tax agency via secure FTP channels

IVR Ability for taxpayers and partners to interact with the tax agency using automated telephony voice response systems

Walk-In Ability for the tax agency to support taxpayer walk-in support environments

Postal Ability for tax agencies to handle large volumes of incoming and outgoing mailings


Overview of Tax and Revenue Functional Areas Business Operations


Business Operations Solutions supporting the business operations of the organizationincluding all transaction processing, direct supply chain, and product management

Intake Includes technologies to manage large batches of incoming returns, payments, information feeds, etc. Includes CAMA technologies for property tax assessments. Also includes payment processing technologies

Returns Processing (Submission) Ability to manage, validate, correct and interpret incoming returns and other related tax transactions

Disbursements Ability to generate, disburse and track taxpayer refunds

Taxpayer Notice Ability to generate, fulfill and track taxpayer notices

Taxpayer Service Case Management Ability to create, monitor, resolve and close taxpayer service requests

Revenue Accounting Ability to maintain agency revenue accounting controls; also, ability to generate accounting status and allocation reports

Partner Management Ability to create and maintain tax agency partner profile and transactional information

Workload Management Ability to analyze workload requirements across functional areas

Customer Communications Ability to create consolidated view of taxpayer interactions across multiple channels; also includes ability to create and manage taxpayer forms, notices, regulations, correspondence templates, publications and other taxpayer facing content

Outreach and Education Ability to develop, manage and measure taxpayer and partner canvassing and education campaigns

Account Management Ability to maintain taxpayer registration and account information across multiple obligation types and time periods; also includes assessment determination, payment allocation, penalty and interest, installments, etc

Collections Case Management Ability to create, monitor, resolve and close tax collection cases

Audit, Appeals, Criminal Investigation Case Management

Ability to create, monitor, resolve and close long-running and complex compliance cases (including audit, appeals, criminal investigation, etc)

Tax Law Determination Ability to create, monitor, resolve and close taxpayer and tax partner legal determination cases


Overview of Tax and Revenue Functional Areas -Analytics


Analytics Solutions supporting business intelligence and analysis of all functional areas

Real-Time Decisions Ability to real-time business event conditions and provide guidance to support real-time decisions; especially critical in detecting and avoiding tax fraud

Business Process Management and General Reporting

Ability to monitor and measure business process performance across business functional areas; also the ability to provide management dashboards and business process performance and service level alert mechanisms. Reporting on tax operations comes from 3 sources: ETM itself provides a limited set of reports; ETM BI dashboards can be used to generate ad-hoc reports; and Oracle BI publisher can be used to create new systematic and ad-hoc operational reports.

Case selection, Assessment and Risk Determination

Ability to analyze tax data to identify various categories of tax revenue at risk, including non-filers, stop filers, fraudulent reporting, under-reporting, evasion and avoidance behaviors, and so on. Also includes the ability to generate default assessments, including agency assessments

Entity/Relationship Analytics Ability to resolve ambiguity around taxpayer identity. Also supports resolution of non-obvious taxpayer relationships especially important for joint liability determination

Revenue Forecasting Ability to predict anticipate revenue realization; includes the ability to measure revenue impacts of proposed tax policy changes, scenario comparisons, etc

Tax Burden and Incidence Ability to analyze and predict levels of taxpayer or partner burden (effective tax rate and/or compliance costs) based on current state or future state tax policy positions

ETL and PerfectionHigh performance data extraction, transformation and loading; also includes ability to cleanse and perfect data elements based on analysis against authoritative or trusted data sources (e.g. address perfection)


Overview of Tax and Revenue Functional Areas Corporate Administration


Corporate Administration Solutions supporting the Finance, HR, Facilities, Indirect Procurement and other organization-wide functions

Budget Ability to develop, publish, approve, appropriate and monitor agency operational budget

Financials Ability to track agency appropriation, expenditure, encumbrance and other accounts

Procurement Ability to support agency acquisition processes

Facilities Management Ability to manage and monitor agency facilities

Human Resources / Training Ability to recruit, hire, manage, promote, train and evaluate agency employees

Governance and ProjectsAbility to develop programs and projects for agency operations and development; also the ability to define and apply corporate and related governance policies and lifecycle support mechanisms

Asset Management Ability to track agency assets, including IT assets

Information Technology Ability to create, measure and monitor IT service level, development and support activities

Help Desk Ability to provide employee support for work related issues, including IT support


Overview of Tax and Revenue Functional Areas Infrastructure


Infrastructure Technology supporting the functional areas above including data management, security, and integration

Data HubsCustomer hub – ability to integrate taxpayer and partner related information into a single authoritative data source; especially relevant in agencies with widely distributed data

Integration Framework

Ability to support inter-application integration in both batch and real-time interaction scenarios; also includes the ability to support business process analysis, automation, workflow analysis and monitoring and web services-based automated interactions.

Oracle Technology Foundation

Includes database, Geographical Information Systems (for property and other direct taxation), application server, security and privacy, clustering, in-memory databases, and systems management and monitoring capabilities



Appendix C - Assumptions and Usage Model for the ETM Industry Playbook


Assumptions: Assume sales team must analyze the customer segment and context before picking the sales strategy

• Many tax agencies rely on custom built solutions• Some are still based on paper systems

• Some transfer/COTS solutions are deployed• Examples: Gentax, SAP

• Tax agency segmentation is variable• Size (number of taxpayers), complexity (number of taxes),

technology install base, budget, geographical / cultural affiliation, size of economy, tax basis, functional integration maturity, assessment and payment methods


Assumptions: Assume that sales team will use a decision tree to determine which sales strategy playbook to adopt

Current System Custom

Built?

Current System Gentax

Based?

Current System SAP

Based?

N

N

Follow ETM-weighted

green field

Follow Gentax

Surround and

Replace Strategy

Follow SAP Surround

and Replace Strategy

Y

Y

Y


Assumptions: Requirements not currently met in ETM are supplemented through SOA integration with other Oracle product

FUSION Enterprise Services Bus

ETM

EBS

Siebel

SOA based integration between solution components.

SOA based integration between solution components.

other


The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.


For More Information

Website:Oracle Enterprise Taxation Management

Tax Global Business Unit• John Andrus, Vice President, Tax Global Business Unit

973-727-9286

• Herb Harrison, Vice President, Global Sales480-287-3568

• Randy Covert, Vice President, Solution Specialist240-350-8464

• George Love, Vice President, Professional Services480-370-6472

http://www.oracle.com/industries/government/oracle-enterprise-taxation-management.html

mailto:[email protected]






© 2008 Oracle Corporation – Proprietary and Confidential · © 2008 Oracle Corporation – Proprietary and Confidential 4 Preface - Playbook Structure • A pictorial Solutions

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