New Jersey Department of Labor

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New Jersey Department of Labor

• Unemployment Insurance Modernization Project

Technical Architecture NJ SUCCESS - Supplement
13 June 2003
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Architectural layers of the future UI solution
Architectural layers
Web Front End
Presentation Layer
Portal Foundation
Content Management
Unified Messaging
e-Forms
Search Engine
Web/Video Conferencing
Security
WorkflowEngine
BusinessRules Engine
CRM, HelpDesk Modules
BusinessLayer
Imaging Document Processing
Digital Recording
e-Form Server
Report Generation, Business Intelligence
Network System Management
Help Desk
Infrastructure
Integration Messaging Layer
Common services Layer
UI Package
ApplicationLayer
Application Server
Persistence Layer, O/R Mapping
DataLayer
Database(s)
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Presentation Layer Details
Layer by layer
In the next slides we describe each of the
layers/modules separately. Start with
presentation layer.
Web Front End
Presentation Layer
Portal Foundation
Content Management
Unified Messaging
e-Forms
Search Engine
Web/Video Conferencing
Security
WorkflowEngine
BusinessRules Engine
CRM, HelpDesk Modules
Imaging Document Processing
Digital Recording
e-Form Server
BusinessLayer
Report Generation, Business Intelligence
Network System Management
Help Desk
Infrastructure
Integration Messaging Layer
Common services Layer
UI Package
ApplicationLayer
Application Server
Persistence Layer, O/R Mapping
DataLayer
Database(s)
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Elements of the web front end
Presentation layer

• Beyond the typical benefits of an internet
  access, the following features are available to
  UI modernization
• Claimant/Agent utilities
• Calendar, Calculator(s) with UI specific
  features,
• User profile (setting up user info, address,
  security, preferences, including payment options
  (check in the mail, direct deposit, debit card)
  with the ability to change profile,
• Self-service utilities, What if and impact
  analysis tools
• Triage (Web- and IVR based) problem
  identification and routing person to the right
  part of the system partly based on the workflow
  and business rules engine
• Behind front end
• Session management 3 tokens security (access
  rights), claimant profile, case profile (area to
  be routed and agent skills)
• Conversion of emails, Web forms, IVR records and
  recorded voice messages into the formatted
  documents for case creation (appeals, etc.)

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Portal Foundation
Presentation layer

• UI Benefits
• Consolidated way of information submission and
  representation
• Customized way of information presentation to
  different group of users
• Delivers integrated content, applications, and
  services
• Provides single sign-on for aggregated
  applications to the portal
• Integrates with existing EAI, legacy, ERP, and
  mainframe applications through standard APIs
• Additional benefits
• Enables community creation and management while
  enforcing policy and access control through a
  single management console
• Includes identity management with the ability for
  multirole support, user provisioning, and
  self-registration
• Supports the creation and consumption of Web
  services-based portlets
• Includes a secure search engine, enabling users
  to search content and receive only those results
  that they can access
• Additional Portal Server products deliver
  real-time collaboration, knowledge management,
  mobile access, and secure remote access
  capabilities

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Content Management
Presentation layer

• Web site content management systems provide a
  method of organizing and controlling the
  information that is displayed on your web site.
  Without a good management system a large site can
  easily become a chaotic mix of pages and
  graphics, and be difficult to maintain.
• Benefits
• Separate design and content
• Redesign entire web site by changing a couple of
  templates
• Allows end-users to contribute content through
  web forms
• Hold status information about the submitted
  content as part of an approval process
• Categorize information (useful for personalized
  content delivery)

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Search Engine
Presentation layer

• Think Google or Inktomi. These engines will
  provide the following features to the State
• Fast and easy setup
• Advanced site search engine
• Reports track visitors' searches
• Complete customization
• Scheduled re-indexing
• Optional web search engine
• Automatic site-map
• Automatic what's new list
• Content monitoring
• Ease of use
• No fixed page limit

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E-Forms
Business layer

• All forms are stored in one place, accessible in
  a standard manner
• Reduced development time
• Common look and feel, data validation/correction
• User interaction is separate from date
  representation
• Snappy Interface and Reduced Bandwidth and
  Processing Costs
• Quality of User Interaction
• Sophisticated Forms Interaction
• Simplified Maintenance
• Automatic Generation of User Interfaces
• Standards Compliance

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Unified Messaging A way of information
submission through the UI portal
Presentation layer
Multiple channels of information submission to
the UI system. This will allow us to use the
same logic in both Web and IVR
Browsing Devices
IP
Voice
Wireless
GUI
Web Servers
Presentation Preparation
Application
Aggregation
IP
Information DBMSs
Information Servers
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Unified Messaging
Presentation layer

• There is a need to process different inputs going
  into the system via multiple different channels
  and then forward these inputs to the application
  layer in the seamless manner. In order to do this
  a special unified messaging functionality may be
  implemented.

The Unified Messaging Module is a key component
to an extensible and scalable unified
communications platform. It supports multiple
data types - video, voice, text, and fax.
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Video/Web conferencing
Video/web conferencing is the broadcasting of a
meeting using video cameras to a PC. This
feature might have applicability for appeals or
adjudications within the context of UI
modernization. In this example, with the click
of a button, users can reduce the size of the
video window and have full access to PC
functions. PC Mode can be viewed with or without
the dashboard.
Remote side video
Dashboard
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Business Layer Details
Layer by layer
In the next slides we describe each of the
layers/modules separately.
Web Front End
Presentation Layer
Portal Foundation
Content Management
Unified Messaging
e-Forms
Search Engine
Web/Video Conferencing
Security
WorkflowEngine
BusinessRules Engine
CRM, HelpDesk Modules
Imaging Document Processing
Digital Recording
e-Form Server
BusinessLayer
Report Generation, Business Intelligence
Network System Management
Help Desk
Infrastructure
Integration Messaging Layer
Common services Layer
UI Package
ApplicationLayer
Application Server
Persistence Layer, O/R Mapping
DataLayer
Database(s)
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Workflow Engine
Business layer

• Allows to
• Create business processes that work at e-business
  speed.
• Visually design and automate process flows using
  business skills.
• Optimize application Integration with people
  workflow.
• Standard features
• Model-driven e-business process automation and
  tracking.
• Ability to find document, transaction or process,
  identify its status and person responsible
• Reducing work hand-off and thus cycle time, while
  enhancing customer service.
• Transactional and universal integration based on
  standard APIs, components and XML Nothing gets
  lost nor executed twice.
• Ultimate performance that scales with growing
  workload needs and server capacity.
• Eases process tuning based on audited experience
  and changing business needs.
• UI specific
• Routing to the right person with the case
  specific skill set (based on claimant and case
  profiles)

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CRM
Business layer

• Companies are turning to customer-relationship
  management systems and strategies to gain a
  better understanding of their customer's wants
  and needs. Used in association with data
  warehousing, data mining, call centers and other
  intelligence-based applications, CRM allows
  companies to gather and access information about
  customers histories, preferences, complaints, and
  other data so they can better understand what
  customers want now and anticipate what customers
  will want.
• Benefits include
• All customer data and history in one place
• Faster response to customer inquiries
• Increased efficiency through automation
• Deeper understanding of customers
• Increased service opportunities
• Identifying customers groups and trends
• Receiving customer feedback that leads to new and
  improved products or services
• Obtaining information that can be shared with
  business partners.

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Security
Business layer

• Need to provide fine granular role based security
• Authentication and Access Control Authentication
  and Access Control involve deciding who should
  have access to which information, setting up a
  policy consistent with that decision, and then
  enforcing the policy with an Authentication
  solution. LDAP is the important part of this
  solution. Normally its implemented though ACL
  Access Control List. Both, standard
  login/password and ACL are stored in LDAP. ACL
  can be made as granular as it required by the
  business logic (protect separate fields/buttons).

Role based, fine granular security

• PKI A Public Key Infrastructure (PKI) can also
  play a role in authentication. PKI uses Digital
  Certificates and Digital Signatures, which can
  confirm the identity of the sender of an email
  message, or at least affirm that the email
  message or document was not tampered with while
  in transit.
• SSO Single Sign On which eliminates the need for
  the user to logon multiple times while working
  with multiple applications through the enterprise
  system
• Audit trail detailed, configurable user action
  tracking storing previous values of changed
  fields, show impact of the change on other fields
  (if the value has been changed due to the change
  of another field show this), ability to roll
  back flag suspicious actions, recognize fraud
  patterns
• UI specific using SSN, PIN and password.
  Different security profiles for claimants,
  agents, employers, etc.

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Business rules engine
Business layer

• In UI system as in any other business application
  there is a requirement to separate the business
  rules/logic from the rest of the system
  functionality. Procedure of rules configuration
  should be visual and simple, once set up the
  same rule can be reused by different system
  modules. Changes in the business logic will not
  require any changes in the rest of the
  application.

• Highlights
• Facilitates clean separation of business rules
• Provides business user-friendly rule language
• Provides tools for rule architects and business
  users
• Supports rule reuse
• Supports complex date-centric operations
• Provides an integrated testing and debugging
  environment
• Facilitates runtime rules management

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Imaging Document Management
Business layer
Documents imaging and processing
Example of the complete solution of document
management, archival and retrieval

• May also include check
• scanning/imaging and parts
• of debit card operations
• Document management part
• may be used for audio file
• storage
• Will have ability to upload (and
• append to the case) different
• documents generate documents in
• a different formats from a filled
  forms/questionnaires

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E-Forms
Business layer

• All forms are stored in one place, accessible in
  a standard manner
• Reduced development time
• Common look and feel, data validation/correction
• User interaction is separate from date
  representation
• Snappy Interface and Reduced Bandwidth and
  Processing Costs
• Quality of User Interaction
• Sophisticated Forms Interaction
• Simplified Maintenance
• Automatic Generation of User Interfaces
• Standards Compliance

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Digital Recording
Business layer

• Major benefits of voice digital recording
• Retrieve and play back audio records more
  precisely..
• Extensive search capabilities make it easy to
  locate specific sections of the audio files.
• Private Annotations..
• Link to other systems.
• Intelligently linking important audio files makes
  it easier to produce a 100 accurate verbatim
  record.

MURF Multi Unit Recording Facility
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Report Generation
Business layer
Transactional
Data Warehouse
Replication OLTP
Data Mart
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Reporting
Business layer

• Access almost any data
• Easy, intuitive designer
• Any report type - Create virtually any report you
  need, including
• Cross-tab
• Conditional
• Drill-down
• Top N
• Summary
• Form
• OLAP
• Subreports
• Mailing labels
• Excel and Access Add-ins
• Complete formatting power
• Customizable templates
• Custom Functions

• Powerful interactivity - Easily transform data
  into interactive information by automatically
  implementing report analysis features, including
• Charting
• Mapping
• Grouping
• Sorting
• Alerting
• Field highlighting
• Drill-down
• Parameter prompts
• Hyperlinks
• Multiple export formats - Publish reports to a
  variety of familiar formats, including
• XML
• PDF
• HTML
• Excel
• RTF
• Word
• Text
• CSV

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Business Intelligence
Business layer
Part of the what if and impact analysis

• Data Discovery and Analysis
• Easy Definitions of business areas and Sata
  Regions
• Powerful Analytical Functions
• Flexible Visual Presentation
• Results Validation in the Same Session
• Web Analysis
• Data and Query Results are Shaped
• Generate Once and Deploy in Any Format
• Generate Once and Deploy to Any Destination
• Integreate OLAP
• Data Mining

One of the important tasks recognize suspicious
user behavior, identify fraud patterns, perform
different cross match functions, QA
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Integration/messaging
Business layer

• New advanced business processes require tight and
  reliable integration of UI system with the
  external application and data. This data or
  transaction exchange should be implemented in a
  different timely fashion. If application is busy,
  next message should be put in a queue. This
  brings us to the need of the implementation of
  the special integration and messaging layer.
• Provides reliable mechanism of transaction
  delivery between different applications and data
  sources. Transactions can be organized in
  synchronous and asynchronous manner with
  transaction queuing. Set of standard adapters to
  connect with other applications or components.

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Common Services Framework
Business layer

• Once implemented, used by multiple applications
• Benefits
• It reduces cost, since new applications will
  reuse already existing functionality
• It improves control of the whole system
• It simplifies maintenance of the whole system
• Helps to consolidate information from multiple
  applications into one place
• CSF is the set of reusable modules, components
  for the use by different applications through the
  enterprise system
• Examples
• Security
• Audit trail/logging
• Error handling/processing and diagnostics
• Email
• Calendar, scheduling/appointment system with the
  reminder
• Messaging and instant messaging
• ACH, EFT, other financial modules for the benefit
  payments
• Document generation and mailing
• Elements of the common services framework should
  be easily plugged into other applications.
  Normally it can be done through the simple
  configuration process or in some cases extra
  coding to available API or other interface
  mechanism

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Application Layer Details
Layer by layer
In the next slides we describe each of the
layers/modules separately.
Web Front End
Presentation Layer
Portal Foundation
Content Management
Unified Messaging
e-Forms
Search Engine
Web/Video Conferencing
Security
WorkflowEngine
BusinessRules Engine
CRM, HelpDesk Modules
Imaging Document Processing
Digital Recording
e-Form Server
BusinessLayer
Report Generation, Business Intelligence
Network System Management
Help Desk
Infrastructure
Integration Messaging Layer
Common services Layer
UI Package
ApplicationLayer
Application Server
Persistence Layer, O/R Mapping
DataLayer
Database(s)
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Application framework
Application layer

• The core of the system is The Business Object
  Framework BOF provides the infrastructure upon
  which business experts, without sophisticated
  programming skills, can build practice-specific
  or vertical-specific business objects through a
  graphical user interface. BOF is integrated with
  Business Rules Engine, Workflow Engine and
  seamlessly integrated into one of theJ2EE based
  platforms.
• BOF has a set of predefined business objects like
  applicant, claim, benefit, payment, appeal, etc.,
  together with the configured properties and
  methods related to these objects and which is
  more important with the rules and workflow
  integrating these objects into the business
  system.
• Set of business objects, rules and workflow
  provide all required business functionality of
  the system and can be easily changed (through
  reconfiguration) to accommodate changes in the
  business logic.

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BOF based application architecture
Application layer

• This is an example how Web based n-tier
  application architecture built using BOF will
  look like
• Support for very complex business events
• Adaptable, easy to maintain solutions, because
  changes can be introduced without coding and
  debugging
• Flexibility in the choice of protocols and
  technology standards, delivered by multiple
  layers of abstraction in the federated
  architecture
• Inherits all advanced features from the
  underlying Application server scalability, work
  load balancing, redundancy, failover.

Web Server
Other 3rd party solutions
BOF
Other applications
Application Server
Persistence layer
RDBMS
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Application Server
Application layer

• Acts as the technical foundation/host for the
  deployed Business Objects Framework. BFO makes
  use of the base technical capabilities of the
  foundation and its services like transaction
  management, security, clustering, work load
  balancing, etc.
• Normally Application Server product offering
  includes another modules/products with the
  additional or enhanced functionality and if
  required we could use the full power of the
  Application Server platform.

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Data Layer Details
Layer by layer
In the next slides we describe each of the
layers/modules separately.
Web Front End
Presentation Layer
Portal Foundation
Content Management
Unified Messaging
e-Forms
Search Engine
Web/Video Conferencing
Security
WorkflowEngine
BusinessRules Engine
CRM, HelpDesk Modules
Imaging Document Processing
Digital Recording
e-Form Server
BusinessLayer
Report Generation, Business Intelligence
Network System Management
Help Desk
Infrastructure
Integration Messaging Layer
Common services Layer
UI Package
ApplicationLayer
Application Server
Persistence Layer, O/R Mapping
DataLayer
Database(s)
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Benefits of the persistence layer
Data layer

• More advanced
• Caching
• Querying
• Locking
• Sequencing
• Transaction support and integration
• Flexibility
• Speed

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Future UI data architecture
Data layer
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Data layer features
Data layer

• Putting date,time stamp into the critical
  records/transactions
• Set of stored procedures, triggers, scheduling,
  handling important parts of business logic
• Keeping track on configured time frames with the
  notification generation (database email or IVR
  request to call back or call with auto configured
  message)
• Trigger automatic basic cross checks and
  validations
• Validation/standardization of postal addresses

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Data base redundancy and HA
Data base redundancy
Application data should be available 24x7 with
the fail over between data base servers.
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Infrastructure Layer Details
Layer by layer
In the next slides we describe each of the
layers/modules separately.
Web Front End
Presentation Layer
Portal Foundation
Content Management
Unified Messaging
e-Forms
Search Engine
Web/Video Conferencing
Security
WorkflowEngine
BusinessRules Engine
CRM, HelpDesk Modules
Imaging Document Processing
Digital Recording
e-Form Server
BusinessLayer
Report Generation, Business Intelligence
Network System Management
Help Desk
Infrastructure
Integration Messaging Layer
Common services Layer
UI Package
ApplicationLayer
Application Server
Persistence Layer, O/R Mapping
DataLayer
Database(s)
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Key infrastructure elements
Infrastructure

• Safe Transmission Protocols and Encryption
  Special network protocols and standards such as
  SSL, SSH, PPTP, and S/MIME work to ensure that
  data that is transferred over the Internet is not
  easily intercepted. As an additional security
  measure, data transferred through these protocols
  is frequently encrypted.
• Network Intrusion Prevention and Detection VPNs,
  Firewalls, and Intrusion Detection Systems (IDS)
  are all methods of securing a network from
  unauthorized access. VPNs allow users in
  different physical locations to share a secure
  network connection that spans the public
  internet. A Firewall regulates both inbound and
  outbound traffic for a private network. Firewalls
  can block intruders from entering the network and
  regulate data that is sent from the network. IDS
  solutions usually include monitoring or reporting
  tools, which can highlight who potential
  intruders are and how they are trying to enter
  the network. Such information can then be used to
  further strengthen network security. Protecting a
  network also involves maintaining software such
  as web servers, operating systems, and email
  systems. Every program has bugs or
  vulnerabilities that could be manipulated by
  someone else. Network security includes staying
  up-to-date on hacker attacks and security
  breaches, applying the latest software updates,
  and compensating for any known software
  vulnerabilities.

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Key infrastructure elements
Infrastructure

• Content Filtering and Internet Privacy Antivirus
  software remains one of the most widely
  implemented and recognized types of content
  filters. It scans an email and any attached files
  for known scripts and programs that can take over
  applications on a computer and wreak havoc. Some
  software will even search the text of an email
  message and remove specific words or images as
  directed. Other kinds of content filters, such as
  spam blockers, protect privacy by filtering email
  and redirecting/bouncing back email that is not
  sent from a recognized or authenticated sender.
  Many parents, corporations, and educational
  institutions have implemented URL Blockers, which
  prohibit web browsers from accessing certain web
  sites deemed offensive or inappropriate.
• Hardware Security This form of security protects
  the physical aspect of information the computer
  itself. Locks, cables and security systems
  prevent the easy removal of computer equipment by
  thieves. Online service providers can even track
  the movement of stolen computer systems with
  attached tracking devices.

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Network System Management
Special Network System management

• Monitoring the health of the system on a
  different levels. Network/System Administrator
  will always be informed if something wrong
  happens with the system. He will be also informed
  about some pre defined dangerous signs which
  might take place during production. Information
  about application, data, network etc, will be
  available in the real time through the central
  console.

Enterprise Management Portal
Networking And Systems Management
Automated Operations Management
Web Infrastructure Management
IT Resource Management
Database Management
Application Management
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Help Desk
The Help Desk envisioned for UI Modernization
will allow the user community to contact the Help
Desk by multiple and interactive access methods
(web, email, chat, and phone. In addition to
providing typical help desk capability (answering
questions, solving problems, notifying users of
system wide problems), the Help Desk by using an
Integrated Knowledge Base Datamart, could record
and reference similar problems and their
resolutions. The Help Desk can use this same
database to do analytical studies. This could
include determining incidence timings (e.g. Mean
time for a particular hardware/or software
failure) and setting up a maintenance or
replacement schedule for the troublesome hardware
or software.
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Help Desk - Benefits
Infrastructure

• Help Desk Issue Tracking
• Complete Project Tracking
• Web Based Flexibility
• Completely Customizable
• Supports Staff Activities
• Customer/User Activities

• Robust Administrative Tools
• Email Notification
• Escalation Deadlines
• Powerful Search
• Include Outside Vendors or Partners
• Robust Knowledge Base