Oracle Uses AI to Improve Complex Case Management Software

The technology giant has made changes to a platform made for the public sector that will, among other things, recommend actions for caseworkers to take and suggest possible benefits programs for citizens.

by / October 17, 2019

In a bid to help governments more effectively manage the complicated, years-long cases common in health and human services departments, Oracle has introduced new functionality to its Customer Experience for Public Sector platform.

The company has been pushing data model improvements into CX Cloud, including artificial intelligence to suggest courses of action for government workers and recommend government benefits programs to citizens.

But the new case management object in CX Cloud in particular focuses on providing government case workers with the ability to track lots of data related to multiple people receiving many services across years.

“A child welfare case could run from when a child is very young until the child turns 18,” wrote Peter Still, senior principal product strategy manager of customer experience with Oracle, in an email to Government Technology. “In that time, a child may move between multiple households due to marriages and separations and have associations with many community members. There may be many reports of child abuse or neglect in that time, which we approach as part of the broader case, and in the context of all these relationships, in order to ensure the best outcome for the child.”

Still also suggested that the program will work well for families where multiple members might be on various combinations of different benefits programs, and help the government determine eligibility based on how those relationships change over time. It could also work for investigations such as immigration and law enforcement by helping clarify people's relationships.

Ben Miller Associate Editor of GT Data and Business

Ben Miller is the associate editor of data and business for Government Technology. His reporting experience includes breaking news, business, community features and technical subjects. He holds a Bachelor’s degree in journalism from the Reynolds School of Journalism at the University of Nevada, Reno, and lives in Sacramento, Calif.


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