Involvement of business users in validation & review process of knowledge intensive services
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Transcript of Involvement of business users in validation & review process of knowledge intensive services
Involvement of Business Users throughout the Knowledge lifecycle
XML Holland 2010, AmsterdamRonald Heller – Product Architect
Agenda
• What is Be Informed?• The three main challenges• Task Oriented Editors• The knowledge lifecycle
• Real life project @ IND• Project description & Meta model• Review & validation: “Toverstaf”
• Wrap up & Questions
What is Be Informed?
What is Be Informed ?
• a platform for primary processes:• governments, insurance, pension funds and other administrative service
providers.
• one platform for all products and services:• “common process, common system”, “multilaw solution”
• a complete platform:• from information and advise to
application and decisions;• tailor-made case treatment;• both automatic decisions and
decision support.
• flexible, agile and compliant• it is all about the model;• policy management including
support for policy making.
• quick results (within months)
INTEGRATIE MECHANISMEN
Standardcases
DIGITAL FRONT OFFICE
SpecificCases
STRAIGHT THROUGH PROCESS
CASE MANAGEMENT
DECISION SUPPORTBI I
nter
face
XHTM
L
Portal Integration
Infrastructure
User(customer, employee)
BI Interfaces
WebServices(SOAP)
Messages(J MS)
Batch-int.(CSV)Others
(PDF, SMTP, …)Integration
InfrastructureESB
Business ProcessManager
B-2-B GatewayScan/OCR
CMS, localregistrations& external (basis) registrations
BI Interfaces
WebDav
SQL/J DBC
WebServices(SOAP)
ESB
Localcopybasedupon
triggers
Logging/ reports
DWH & reporting
DWHIntegration
ETLODS
Citizen Centric Government
Citizen Centric Government Framework
Standard Internet Infrastructure
Application Server Content Management RDBMS ESB Search
Different perspectives
Platform for knowledge intensive businesses processes
(Knowledge Infrastructure)
Record Apply Manage Validate Communicate Governance Analyze Account for Learn
Product Suite
Architecture
Service oriented Event driven Rules oriented Model driven
SolutionsVerticale-Gov
e-Collection
& fines
Vertical
e-Gov
e-Permits
Verticale-Gov
Point of Single
Contact
Vertical
e-Gov
e-Benefits
e-GovAdd-ons
Specific componen
ts
Interfaces
Metamodel
Reference processes
Life events
Examples of large knowledge infrastructures
Inform Advise Request
• Navigation• Index• Search
• e-Forms Ask only relevant
questions, Pre-fill data, Knowledge
Instruments
• Classification• Calculation• Decision
• Case Files Consultation Collaboration
Receive Consider Decide Communicate
• Inbox • Case Lists
• Case Files Collaboration Process Support Shared Case Files
• Operational decisions
Traceable decisions
• Documents View, exchange
• Assemble artifacts
Re-usable text blocks
Rule based Archive
• Customer & Partner Portals Notification Status update Collaboration
Registrations
Service interfaces
Examples of large knowledge infrastructures
Inform Advise Request
• Navigation• Index• Search
• e-Forms Ask only relevant
questions, Pre-fill data, Knowledge
Instruments
• Classification• Calculation• Decision
• Case Files Consultation Collaboration
Receive Consider Decide Communicate
• Inbox • Case Lists
• Case Files Collaboration Process Support Shared Case Files
• Operational decisions
Traceable decisions
• Documents View, exchange
• Assemble artifacts
Re-usable text blocks
Rule based Archive
• Customer & Partner Portals Notification Status update Collaboration
Registrations
Service interfaces
• An infrastructure for managing and running business processes:
• manage knowledge (laws, regulations) separate from applications and processes;
• fully automated decisions and decision support;• context driven information, advise and applications;• sharing semantics throughout networks of organizations;
• Knowledge is recorded in an ontology which is enriched with business rules:
• ontology, rules, content, context
Inform
Advise
Req
uest
ReceiveConsider
De
cid
e
Comm
unica
te
A model driven platform for running the entire business
All functions use the same ontology:• search;• decisions;• processes;• applications;• electronic forms;• files;• services;• ...
The model is
the
application
04/12/2023
The three main challenges
DataProcessKnowFunction
Application
Business
What do we do different ?
Separate
Standardize
GovernIT
Aimed at getting to grips with real world complexity and dynamics
Model – Run - Improve
!
Ownership &
Initiative
!
Approval & Acceptanc
e!
Analyse & improve
Process, Function, Knowledge and dataServices en events
Decision services
• KaaS: Knowledge as a Service offers:
• Standard services (validation services)
• But also services with an user interface
• Not only automated decisicions but also decision support
• Complete trace of the decision taken (data and rules)
• The same service can also be used in a (remote) portlet or a knowledge base.
• The references to the source (laws and regulations) is kept.
Some screenshots of the application
Task oriented Editors
Business User Friendly Representation
Business User Friendly Representation
Business User Friendly Representation
Business User Friendly Representation
Business User Friendly Representation
But we need even more…
Task oriented editors help a lot but we need more
• Business users tend to be technology averse, which is unfortunate because:
• Their involved is crucial in the whole management, aka the knowledge lifecycle
• They are the true owners of the companies knowledge• Because of this technology threshold they have difficulties talking to
knowledge engineers and vice versa
• So you need• A manner of publishing the implemented knowledge to a larger crowd (non
studio users)• A tool for reviewing knowledge models without the need for the studio• A manner of publishing in a non technical manner (no ontology, modeling
visible)• A manner of letting them test / try the developed services• Multiple points of view on the knowledge
Some titles of the same kind of solution:
• Documentation by Self Documenting Models
• Knowledge catalogus
• “Toverstaf”
• “Meneer de Uil Kennisbank”
• Validation & Review Knowledgebase
• “gewoon een setje slimme ontsluitingassen hoor”
Demonstrating the “Toverstaf @ IND”
Separating 'the know and the flow'
SIEBELORACLE ESB
SOAP SOAP
Commonmessage
model
The Know The Flow
This is the foundation of the solution, and because of this concept the IND received the NAF architecture award in 2009!
Toepassingseisen (1 - Bedrijfsproces)
0. Verkennen / oriënteren1. Toeleiden2. Kom ik in aanmerking voor…3. Aanvraagformulier
1. Bepaal Product2. Samenstellen product3. Levering & registratie
Dynamischbehandelplan
Ontvangen
Beslissen
Uitreiken
Informatie verzamelen
Toetsen
HandhavenKDW
1. Toets op volledigheid & aanvullen2. Toewijzen (risicoclassificatie)3. Beoordelen (inhoudelijk)4. Beslissen (“stempel”)
“Behandelen”
1. Classificeer gebeurtenis2. Bepaal activiteit(en)
1. Ontvangen en registreren
Toepassingseisen (2 – Kennisservices)
1
Kennisbank
7
(intelligent) formulier (op maat)
3
Kwalificatielijst
9
Bepaal Fabricaten
Beschikken
13
Dynamisch behandelplan/kwalificatieplan
12
Bepaal behandelprofiel
Handhaven.
11
8
Beslissen
Bepaal Verwijderbaarheid
15
14
Bepaal Verblijfstitel
2
Klantvraag ondersteuning
4
Bepaal hoogte leges
5
Bepaal kwalificatie
6
Bepaal formeel verzoek
10
Toepassingseisen (3 – Gebruikersgroepen)
Gebruikersgroepen
Vreemdeling / referent
Convenanthouder
Behandelaar
Senior behandelaar
Kennisanalist/kenniseigenaar
1
2
3
4
5
Dutch Immigrations: Knowledge architecture and primary process in sync
EnforceHand Out
DecideInformation gathering
Assess
ReceiveCustomer
Service Index
42 3 10
9
11
Decission
Formalrequest
Kwalification
6 7 8
Dynamictreatmentplan
“Treat”
1
5
13
TreatmentprofileDocumentationFees Permits
Compoundproduct
Title determination
Business services/
Activitiess
14+15
12
Intention
Procedure
Enforcementprofile
Dynamic proces
ReceiveGather Information
Test Decide Publish Post
application
DBP
Some numbers
• Project has been running over 2 years now• Fulltime 10-15 knowledge engineers working on translating law &
legislation into executable models.• >50.000 concepts
• So how do we keep all this manageable?• One good solid metamodel (basically the knowledge architecture)
• Iterative approach
• Architects – team leads – knowledge engineers• Work pair-wise, peer reviewing etc.• Think in components! Not only solution wise, but also within the knowledge
architecture• Patterns & validations• Deciding on Modeling Guidelines & Quality Criteria• …
Patterns: Quality Criteria
Patterns: Modelling Guidelines
Patterns: different types
• Metamodel & Business patterns• Advisory• Decisionmaking & permits• Healthcare• ..
• Patterns in Acquiring Knowlegde from legal sources
• different archetypes of law and how these are transformed in models with the help of patterns
• The profiling & Advise pattern• Demonstrated for life events
• Misc. Implementation patterns• Project specific implementation
patterns• Overall good practices
Published paper:Acquiring And Modeling Legal Knowledge Using Patterns P. Kordelaar, F. Van Teeseling, E. HooglandEKAW 2010, Lisbon
Published paper:Business Patterns in Ontology designF. Van Teeseling, R. HellerBIS 2009, Posnan
Published paper: Knowledge Applications for Life Events F. Van Teeseling, R. HellerESWC 2009, Crete
Business users?
• Patterns are great for knowledge engineers but also for:
• Exporting to other formats• Exporting to other structures• Creating other views based on the
same models
• Knowledge base for review and validation: Toverstaf
4 februari 2008 37
Published paper: Involving Business Users in Formal Modelingusing Natural Language Pattern SentencesJ. Van Grondelle, R. Heller, E van Haandel, T. VerburgEKAW2010, Lisbon
IND: Toverstaf
Toverstaf
• Self documenting models• Extra Ontsluitingsassen opgenomen• Test & validate the instruments that are also used within the
primary process• The same, no not copies, exactly the same
• Smart Exports for filtering/sorting
Using:- The standard instruments- Small changes to cocoon sitemap- Smart XSLT scripts for filtering en - serializing to Word/ Excell
DEMONSTRATION
Bedankt voor uw aandacht!