OASIS – Customer Information Quality (CIQ)

1. OASIS – Customer Information Quality (CIQ) January 2004 John Glaubitz Member, OASIS CIQ TC

2. CIQ TC Customer Information Standards • Extensible Name and Address Language (xNAL) • Extensible Name Language (xNL) to define a customer’s name (person/company) • Extensible Address Language (xAL) to define a customer’s address(es) • Extensible Customer Information Language (xCIL) for defining a customer’s unique information (tel, e-mail, account, url, identification cards, etc. in addition to name and address) • Extensible Customer Relationships Language (xCRL) to define customer relationships namely, person to person, person to organisation and organisation to organisation relationships • “x” in xNAL, xCIL, and xCRL means “extensibility” of the standards

3. Name and Address Complexity • The most complex “customer” data, but the most important data for customer identification • Can be represented in many ways, but still could mean the same • Very volatile - names and addresses change often • Often cluttered when recorded • Varies from country to country as it is closely associated with the geography, culture, race, religion, language, etc • Addresses of 241+ Countries • Represented in 5,000+ languages • With about 130+ Address Formats • With about 36+ Personal Name formats

4. xNAL: Goals • Application/Domain Independent • Truly “Global” international specification • Flexiblity in design to help any simple application (eg. Simple user registration) to complex application (eg. Address parsing and validation) to use xNAL to represent customer name and address data • Follow and adopt XML industry standards (eg. XML 1.0, W3C Schema, W3C DTD, etc) and not vendor specific XML standards (eg. XDR Schema) • Open and vendor neutral

5. Application Independency • The CIQ standards will not be specific to any application/domain, say, Postal services, Mailing, CRM, Address Validation, etc • The CIQ Standards will provide the customer data in a standard format that can be used by any application to do further work with the data • Any domain specific standard group, say, Postal services, can use CIQ standards and build their own standards on top of it that is specific to its postal business • Any domain specific application can use CIQ standards and build applications around it that meets its business requirements

6. Design Approach / Methodology • Designed by people with several years of experience in International Name and Address data management and its applications (Postal services, CRM, Parsing, matching, validation, DW, DM, Single Customer View, CIS, etc) • Initially used the Name and Address XML Standard of MSI Business Solutions and Global Address XML Standard of AND Solutions • Collected and used valuable inputs from other name and address standard initiatives around the world • Collected and used inputs from real world users, applications and experts (eg. Graham Rhind of Global Address Database) of name and address data • Conducted a detailed analysis and modeling of international name and address data • The development of xNAL took about 2 years and is still evolving

7. Address Use Level Defined • Level 0 = handwritten postal address – machine parsed • Level 1 = “last line” - city, state, zip+ (postal code) or foreign country • Level 2 = in country simple postal address – concatenated delivery address line(s) • Level 3 = extended postal address – advanced features • 3A = Non-address - business volume (bulk) • 3B = delivery address field s (atomic) • Level 4 = Rendering only - external or business to business use, e.g., shipping / delivery/bill to/marked for/in care of • Level 5 =management – advanced features • 5A = internal management • 5B = international management

8. Address Horizontal and Vertical Authoritative Source & Use Matrix A = Government (Domestic) B = Vendor C = International Organization D = Customer E = Consortiums Top = Authoritative source D A A D C & A A, B B, D, E B, E A, B, C, E A, C, E Bottom = User and Implementers

9. xNAL: Flexibility in Design 23 Archer Street Chatswood, NSW 2067 Australia Option 1: <AddressDetails> <AddressLines> <AddressLine>23 Archer Street</AddressLine> <AddressLine>Chatswood, NSW 2067</AddressLine> <AddressLine>Australia</AddressLine> </AddressLines> </AddressDetails> Example: Adhoc/Simple user registration, etc

10. Option 2: <AddressDetails> <AddressLine Type=“Country”>Australia</AddressLine> <AddressLine Type=“AdministrativeArea”>NSW</AddressLine> <AddressLine Type=“Locality”>Chatswood</AddressLine> <AddressLine Type=“Thoroughfare”> Level 12, 67 Albert Avenue</AddressLine> <AddressLine Type=“Postal Code”>2067</AddressLine> </AddressDetails> Example: Call Centre, user registration on web, etc

11. Option 3: <AddressDetails> <Country> <CountryName>Australia</CountryName> <Locality> <LocalityName>NSW</LocalityName> <DependentLocality> <DependentLocalityName>Chatswood</DependentLocalityName> <Thoroughfare> <ThoroughfareName>23 Archer Street</ThoroughfareName> </Thoroughfare> </DependentLocality> <PostalCode> <PostalCodeNumber>2067</PostalCodeNumber> </PostalCode> </Locality> </Country> </AddressDetails> Example: Address Database Indexing and Searching, etc

12. Option 4: <AddressDetails Address Type= “Postal”> <Country> <CountryName>Australia</CountryName> <Locality> <LocalityName NameType="Abbreviation">NSW</LocalityName> <DependentLocality Type="Suburb"> <DependentLocalityName>Chatswood</DependentLocalityName> <Thoroughfare Type=“Street” NumberType=“single”> <ThoroughfareNumber NumberNameOccurrence=“Before”>23</ThoroughfareNumber> <ThoroughfareName>Archer</ThoroughfareName> <ThoroughfareTrailingType>Street</ThoroughfareTrailingType> </Thoroughfare> </DependentLocality> <PostalCode> <PostalCodeNumber>2067</PostalCodeNumber> </PostalCode> </Locality> </Country> </AddressDetails> Example: Address Parsing/Validation, Data Quality, etc

13. xCIL • Represents Other Customer Information – extends xNAL • Customer : A Person or an Organisation (Organisation: Company, not for profit, Consortiums, Groups, Government, Clubs, Institutions, etc) • Only concentrates on customer-centric information that helps to uniquely identify a customer (NOT data such as transactions) • Does not concentrate on privacy issues, security, messaging, transportation, etc. • Application independent, open and vendor neutral • Flexibility for simple representation of data to detailed representation of the data depending upon the need

14. xCIL: Supported Customer-Centric Information • - Name details - Occupation details • - Address details - Qualification details • - Customer Identifier - Passport details • - Organisation details - Religion/Ethnicity details • - Birth details - Telephone/Fax/Mobile/Pager details • - Age details - E-mail/URL details • - Gender - Account details • - Marital Status - Identification card details • - Physical Characteristics - Income/tax details • - Language details - Vehicle Information details • - Nationality details - Parent/Spouse/Child details • - Visa details - Reference Check details • Habits - Qualification details • Occupation details

15. xCRL • Extends xCIL and xNAL by defining relationships between two or more customers • First XML Standard in industry for managing Customer Relationships • Helps ease existing complex integration between CRM systems/software and with back-end systems • Only concentrates on Customer to Customer Relationships • Does not concentrate on privacy issues, messaging, transportation, security, etc. • Application independent, open and vendor neutral • Flexibility for simple representation of data to detailed representation of the data depending upon the need

16. xCRL – Types of Relationships • Person to Person Relationships • Household relationships, Contact/Account Management, Personal and Business relationships, Organisation structure, etc • Person to Organisation/Group Relationships • Business relationships (eg. “Doing Business As”, member of, employee-employer, business contacts, etc) • Organisation/Group to Organisation/Group Relationships • Parent-Subsidiary relationships, Head office-Branch relationships, Partnership relationships(eg. Alliance, Channel, Dealer, Supplier, etc), “member of” relationships, “Trading As”, “In Trade for” type relationships, etc

17. MSI’s Universal Name and Address Standard (UNA) + Name and Address Markup Language (NAML) AND Solution’s Global Address XML Standard xNL xAL MSI’s Customer Identity Markup Language (CIML) MSI’s Customer Relationships Markup Language (CRML) xCRL Evolution of CIQ Standards xNAL xCIL

18. Concept Concept Concept Concept Geographic Area Geographic Sub-Area Country Country Identifier Country Name Country Code ISO 3166 2-Character Code ISO 3166 3- Character Code Short Name Long Name Mailing Address Country Name ISO 3166 3-Numeric Code FIPS Code Distributor Country Name Ontological Registry

19. Name: Country Identifiers Context: Definition: Unique ID: 5769 Conceptual Domain: Maintenance Org.: Steward: Classification: Registration Authority: Others DataElementConcept Algeria Belgium China Denmark Egypt France . . . Zimbabwe Example of Common ContentCountry Identifier Data Elements Algeria Belgium China Denmark Egypt France . . . Zimbabwe L`Algérie Belgique Chine Danemark Egypte La France . . . Zimbabwe DZ BE CN DK EG FR . . . ZW DZA BEL CHN DNK EGY FRA . . . ZWE 012 056 156 208 818 250 . . . 716 Name: Context: Definition: Unique ID: 4572 Value Domain: Maintenance Org. Steward: Classification: Registration Authority: Others ISO 3166 3-Alpha Code ISO 3166 English Name ISO 3166 French Name ISO 3166 2-Alpha Code ISO 3166 3-Numeric Code

20. CIQ Specifications - Customers(Implemented/Implementers/Interested) • Vendors (e.g. Information Quality, XML, CRM) • Consortiums • XML Standards Groups (e.g. UBL, Election Services, Human Markup, etc) • Governments (e.g. UK/NZ/AUS e-government, Defense) • Publications Industry • Solution Providers • Telecommunications Industry • Standard Groups • Private/Public Organisations Partial list of users of the CIQ specifications: http://www.oasis-open.org/committees/ciq/ciqusage.txt

21. A Message from the CIQ Chairman The important thing is the true "global" nature of the schemas. Organisations use name and address and other customer data for various purposes and this includes tax. For true interoperability to occur, the customer data has to be represented on a single "standard" that can be used as the basis to cover various applications that use the customer data. CIQ specifications have been designed to precisely do this. CIQ specs have been used by various applications ranging from simple web site registration to e-government. In addition, CIQ specs have been used by UBL. Rather than looking at the short term view of using a customer spec that is very specific and is not truly global, TaxXML should look at the long term usefulness of its specs, that will hopefully be "the" specs for Tax around the world. This is where CIQ specs fit very well with the tax XML goals. - Ram Kumar

22. Further Information about CIQ (specs., schemas, examples, publications, press releases, presentations, etc – All free downloads) http://www.oasis-open.org/committees/ciq