Oracle RealTime Scheduler Overview Michael Paulette Director Workforce

Oracle Real-Time Scheduler Overview Michael Paulette Director, Workforce Scheduling Solutions Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

Safe Harbor Statement The following 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. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 3

Provides a Real-Time Dynamic Scheduling Solution to companies, enabling them to Optimize Deployment of their Skilled Mobile Resources with enhanced Control and Visibility of these assets Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

Implemented in all continents - improving dispatching on all industries +O Leverages Oracle technology stack and integrates to other Oracle or third party applications 20% Average return in operation costs using advanced Real. Time scheduling Increases customer satisfaction and visibility in the dispatching process Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 5

JDE Industries – Same as ORS JD Edwards ORS Mfg & Distribution Admiral Consumer Goods Projects & Services Asset Intensive Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

ORS Application Suite Dispatch Appoint ORS Engine Analyze Predict Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

Business Services – Process Overview Profitability Metrics 4 Develop Business Plan & Service Strategy Renewal Recommendation 3 Review Business Performance Customer Prevent Revenue Leakage 5 Market & Sell Services Provide Quote Service Remote Monitoring 1 2 Customer Service Deliver On-site Services Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

Business Services – Appointment Management Profitability Metrics 4 Develop Business Plan & Service Strategy Renewal Recommendation 3 Customer Prevent Revenue Leakage 5 Market & Sell Services 1 Provide Quote Remote Monitoring Review Business Performance Services costs can be greatly reduced by incorporating scheduling earlier in your business process. 2 Service Customer Service Deliver On-site Services Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

Appointment Booking Available Time Windows Monday Tuesday Wednesday 08 -10 08 -10 10 -12 00 -12 10 -12 12 -14 12 -14 14 -16 14 -16 Others • Many companies claim street level routing • However, most scheduled based on straight line routing at the time of appointment booking • Only to street level route during a later step in the process • What happens in this case? Thursday Friday (12: 00 pm) 11: 00 am ORS • ORS will consider street-level routing at the time of appointment • Ensuring the most accurate schedule meeting the customer’s expectations Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | (9: 30 am) 9: 00 am (5: 00 pm) 3: 00 pm (2: 30 pm) 1: 00 pm

Appointment Booking – JD Edwards Available Time Windows Monday Tuesday 08 -10 08 -10 10 -12 00 -12 10 -12 12 -14 12 -14 • Customer Calls into Call 14 -16 Center • New Request is created 14 -16 • Customer 14 -16 requests 14 -16 dates/times for appointment • Appointments Slots are presented from ORS within Call Center 14 -16 JD Edwards Wednesday ORS Thursday Friday Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | ORS Mobile • Appointment is scheduled to the Captain

Business Services – Dispatch Management Profitability Metrics The key to any service organization is having the ability to manage scheduling in realtime allowing mobile technicians 5 to be the most efficient. 4 Develop Business Plan & Service Strategy Renewal Recommendation Market & Sell Services 3 Review Business Performance Customer Prevent Revenue Leakage Provide Quote Service Remote Monitoring 1 2 Customer Service Deliver On-site Services Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

Dispatching Interface KPIs Resources • Resources are displayed • System considers Availability, Skills, Starting Locations, etc. • Alerts for emergencies, appointments running late, etc. • Configurable Map Activities • System automatically assigns work to the resources • User has the ability to manually drag and drop workorders • Highlights activty details, such as emergency work orders Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | • Real-Time GPS Tracking • Street level route display • Pending work display • Geographic area display 13

Mobile Platform Device Agnostic • GPS and Map Runs on most platforms including smartphones and ruggedized devices • Mapping and GPS integrated functions • Can use device maps or get from server with custom driving directions Offline • May execute and complete work offline. Syncs back to base when gets signal. • May capture content as pictures, barcodes or signatures Messaging • Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Text communication between driver and dispatcher - reduce the need for voice

Business Services – Business Intelligence Profitability Metrics 4 Develop Business Plan & Service Strategy Renewal Recommendation 3 Businesses today need to mine 5 and report on their service data in order to see trends and roll this data back into their business 1 strategy planning. Market & Sell Services Review Business Performance Customer Provide Quote Prevent Revenue Leakage Service Remote Monitoring Customer Service 2 Deliver On-site Services Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

Workforce Analytics Workforce Productivity SLA Compliance • How the work is being done in the field • Ability for the field service organization to meet expectations • Do we have the appropriate people and equipment assigned to the work? • Measure the first time completion rate • Track activities requiring multiple attempts • Monitor the amount of overtime worked Workforce Efficiency • Can we do more work with the same number of resources? • Measure the utilization rate • Determine where technicians /drivers are spending their time • Track the task completion rate and work backlog • Monitor travel, both travel distance and travel duration Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | • Are we satisfying customer requests for specific appointments? • Track missed appointments, by technician or location • Assess appointment window timeframes • Match schedules to preferred appointment days and times

User Productivity Kit Capabilities • UPK is an end user training, process documentation and productivity tool • Use it as part of implementation to speed up ROI and increase end user adoption • Leverage immediate application content which mirrors the application • Can be customized to your processes or used out of the box • Realize substantial time and resource savings Functional Project Team UPK aligns all teams with the same head-start on the application Line of Business Users Technical Project Team 17 Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 17

Traditional Documentation vs. Pre-Built UPK Content # of days to create procedures Assuming a project with 100 procedures with about 22 steps per procedure Traditional Tools UPK Developer w/o Content UPK Developer with Content 2. 5 days per procedure . 89 days per procedure . 25 -. 50 days per procedure 250 FTE-days 89 FTE-days 25 – 50 FTE days 65% time savings 80 -86% time savings vs. traditional 44%-61% time savings vs. tool alone Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 18

Enterprise Management Pack Adaptors § Centralized management for all infrastructure (including non. Oracle components) § Consolidated management – Common Functions Status of components Consolidated plans across technologies § Task Automation Basic Performance and availability § Scheduling of tasks and jobs Environment Information § Enhanced integrated monitoring/management § Automated alerting for issues § Incident Management § Reduction of TCO across all technologies Job Activities Environment Incidents § Support links, including kbase Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 19

Business Services – Predictive Analysis Profitability Metrics 4 Develop Business Plan & Service Strategy Renewal Recommendation 3 Review Business Performance Customer Prevent Revenue Leakage 5 Market & Sell Services 1 Big Data can now be leveraged to start to predict service metrics from internal and external sources and take action Provide Quote Remote Monitoring Service 2 Customer Service Deliver On-site Services Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

Predictive and Prescriptive Analytics • Reports • KPI Dashboards • Ad-hoc Queries Flexibility Important • Preventative Action • What-If Scenarios • Forecasting Prescriptive Diagnostic Stability and Structure Important Predictive Descriptive Past (Reactive) t=0 Future (Proactive) Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Dataraker Time

Predictive Analytics for the Entire Enterprise Powerful Technology. Practical Approach. Real Results. INCREASE Sample Outputs Customer Service & Equipment Data Engagement Scheduling Efficiency & Performance Service Area …all other data sources Customer Attributes Network Data Weather Data Van, Delivery Optimization Network, Equipment Failures Asset Optimization and Condition Monitoring PREBUILT APPS DYNAMIC DATA MODEL OPERATIONAL INTEGRATION • Equipment Malfunctions • Service Performance Targets • Predictive Failure Events • Billing Issues • Maintenance Prioritization • Capacity Coverage Issues • 100 s more Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Operational Efficiency IMPROVE Customer Engagement PREVENT Equipment Issues IMPLEMENT Preventative Maintenance Strategies

ORS Application Suite Dispatch Appoint ORS Engine Analyze Predict Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

Calor Gas ““ORS has enabled us to improve our planned on time delivery performance to 99%. When we accept orders from our customers we now have the ability to deliver to a shorter customer window, on time and in full. ” Martin Lord Head of Operations Challenges • The company was formed in 1935, and is one of the UK's largest suppliers of Liquefied petroleum gas (LPG ) • It is currently servicing around 4 million homes and businesses • Provides direct delivery and depot services • The company predominantly supplies LPG to homes in rural areas where there is no mains natural gas supply. • In the United Kingdom, Calor is part of the SHV Gas Group, a private Dutch company. • Lacked enterprise visibility needed to optimize field workforce productivity and reduce the cost and time to serve customers. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

Eastern Propane “We saw benefit the day we turned ORS on. We had too many trucks on the road with only one or two stops. We are reducing miles driven and fuel costs. Our improved visibility means we can reassign drivers to other tasks for an entire week. ” Challenges • One of the largest privately-owned propane marketers in the United States • More than 15, 000 residential, commercial, and industrial customers • Provides direct delivery and depot services for propane • Retail and delivery outlet for high efficiency central heating systems, gas grills, barbecue cylinders, heaters, gas fireplaces, and other propane-related items. • Lacked enterprise visibility needed to optimize field workforce productivity and reduce the cost and time to serve customers. Paul Daniels VP Operations Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 26