Information Management in British Telecom

1. Information Management in British Telecom Jon Hill

2. Jon Hill BT is a large Telecom Company based in the UK Turnover £18.7 billion About 100,000 people in BT 4 Years Experience in Information Management Projects A team of 40 people Information & Knowledge Management Practice

3. Success $2,000 Each minute working delivered = $125,000 Each hour working delivered = $1,000,000 Each day working delivered = Last year we delivered, with a spend of $4 million $220,000,000 There are BIG benefits in Information Management

4. Why do we have Information Quality Problems?

5. Access Network Core Network Products Services Customers Enterprise Information OSS

6. ORAC MCSS STAR Network RFP PC-REPAIR MIS ADF ABS CFD MCSS MCSS CWC3 WORK MC401 WEB GATE MC102 MC106 MANAGER (Concert) CSS-RH ACD BTSS ETS TMAN2 CUWS2 server NEWD CRS CHIS–005 Broadcast NEWD VEGAS GWCHIS4 Services REROUTE ATLAS TMAN2 client (Quetzal) CHIS–004 WHOOSH IPCHIS5 ORAC PC-ATM RFI (CSET) CREWD-DB CHIS–006 NE101/NE102 FTI-ROBOT MIG1 IPCHIS4 PEWD_DB MCSS FNAD MIG2 CHIS–002 MC301 CAMSS NEWD-DB GWCHIS3) TELECOM MIG3 RED MCSS(FB) CHIS–009 NetStream-web MC302 BYCHIS5 CENSYS MIGMQ Featurenet-web CHIS-010 MCSS COSMOSS CAMSS - USER TPCHIS2 MC303 Wholesale FALLBACK VB Client EASI BATCH CEN-1 ( M) FASTTRACK JOBS TPCHESS1 CSS-RH FASTREPAIR INFOMAN CAMSS - CTMS FT101/FT102 GPMS MIS ARCHIVE CEN-8 (FB) SCIM TPCHESS2 DIPLOMAT Bt.com GEM (FB) CHESS (M) CAMBRIDGE e .Co (SEIBEL) CEMS - BTSS Harmondsworth CSET (MQ) (On-Hold) MCD MARKETING SERVICE CHESS (FB) OCDB/ EVOLVE OFTEL VIEW (MQ) CSPR WEB F/E QMON (SEIBEL) GEM (M) SERVICE CASDA BT USER Tinsley Park e .CRM VIEW (TEST) CDMC (VB Client) PI (PIMSS) 7 e .Contact HERCULES PSM WEB CUST (Bristol) PPMIS FT-CNS1 ( via BT.com) FAST FAST LLFN RCS-MIS TASK2 TASK2 C-WORK HERCULES FT-CNS2 ( Baynard) (M) (FB) MANAGER (Cambridge) DEV-Man FT-NNS1 LCB N-WORK HERCULES MANAGER CFN DFN CNW FT-NNS2 ATLAS-1 ATLAS-2 ( Bournemouth) PCBIS Operational Support Systems

7. Delivery of a Service

8. Process Processes are organisational based - Information Quality problems occur at the boundaries Processes are usually designed to be perfect - Information Quality problems occur in the exceptions Process change lags behind business change - Information Quality problems occur where the changes happen End to end processes are rarely understood

9. Information Quality Planning - Incorrect records are used to make network investment decisions Planning - We plan new physical network with poor information Supplier - Assets are installed and not recorded or recorded incorrectly Assets are moved and records are not updated Provision - Physical configuration differs from records Maintenance - Configuration is changed and not recorded Assets are modernised and information not updated Ceased Circuit not recovered Systems generated errors & Interface errors Legacy Data Problems Information Quality

10. Business Drivers Different Business Objectives - Provide quicker, Reduce cost Organisational Changes Unpredictable Customers Changing Markets with complex Products, Services and Billing

11. Where We Started BT Started Information Quality work 4 years previous. We produced an Information Management Policy, obtained Director authority and thought IM would happen! • “Every BT manager is responsible for ensuring that all of their people across BT are aware of the Information Policy, understand its implications and act in accordance with it”. • - 24 points on how we manage IM • - Responsibilities & Actions

12. Where We Started We were wrong! No buy in from Business Managers at any level Information Management was regarded as another name for “Data Cleanse”. Expensive, benefits not delivered and the problem re-occurs.

13. Money! Change of Approach Articulate Information Management in the language the business can understand

14. Align with business objectives - Focus where investment - Business Transformation Programmes - System changes - New Products and Services Change of Approach Manage Information as an Asset, with a value Deliver Business Benefit, analyse, measure, but don’t talk data errors talk money

15. Building Information Management Credibility Investment in Network Technology:

16. Provision System Reserve Inventory Inventory Our First Success 1. Customer places an order for Service 2. Check is performed to ensure equipment availability 3. Reserve equipment against order 4. Order fulfilled, equipment configured to give service

17. Our First Success Data Analysis Inventory System 230,000 Reserved Items 28,000 Open Orders Provision System

18. Our First Success Process Analysis: The inventory reservation process support the main business objective - Provision. There was no process to deal with cancelled orders! Reservations were never removed. Solution: System fix - automatic removal of reservation after 20 days. This released millions of Dollars in assets

19. Recipe for Success Team Skills Solution Designers Project Managers • Data Analysts Business Analysts Client Managers • Culture and Communications People

20. Recipe for Success Tools Build up expertise in Information Management Tools

21. Avellino Discovery - Data Investigation

22. Ab Initio - Extract Transform Reconcile & Load

23. Unitech - Mainframe Reconciliation

24. Trillium - Data Cleanse (Customer Information)

25. Collect IQ Problems Prioritise How We Manage the Work Analyse & Measure Evaluate Solutions Produce Commercial Proposition Manage & Deliver Project

26. Projects IQ Health Check for a new service Network intelligence - improve Inventory Data Identifying lost Fibre assets Ceased circuits - managing re-use of assets Billing Assurance projects eRepair - IQ to enable eBusiness IQ Health Check to support business objectives Benefits Finding lost assets, correcting asset status, billing correction products and features, enabling eBusiness, improving customer satisfaction and process efficiency

27. Project Examples Lost Asset Project

28. Inventory System Lost Asset Project Evidence that assets were missing from the inventory systems ! How do you measure missing records?

29. Process Monitor Network Planning Record Inventory BT Supplier Install Assets Install Assets Install Assets Install Assets Lost Asset Project Process Problems Planner using incorrect data Supplier making decisions Records person remote from the process 15% of Assets were not being recorded

30. Project Examples Billing Assurance Project

31. Billing Assurance Project ProcessesProblems Contract Management Start/Stop billing Complete billing information Cancelled orders, stranded assets Ceased services, working? Order Capture Order Management Network Utilisation / Build Configuration / Routing Activation Billing Repair

32. OrderCapture OrderManagement NetworkUtilisation FaultMgt Contracts Routing Switch Configuration Billing System 1 System 2 System 3 System 4 System 5 System 6 System 7 System 8 System 9 System 10 System 11 System 12 System 13 Customer Switch Logical Rte Data Route 2Mb System Line Term Kit Key Good data Bad data Incomplete data Billing Assurance Project

33. Presentation Flatten & Format Data Transformation - Layered source Stage source source source source source Billing Assurance Project Model • 10 million records reconciled • 300 business rules • 95 reports

34. 100% 95% Switch 90% 2Mb System 85% Proven to Rte 80% 75% Jun July Oct Apr Dec Feb Aug Billing Assurance Project

35. Operations Management Responsible data Process manage Information Management Knowledge Measure Senior Management Strategy Policy Objectives Going Forward - Business Relationship

36. Going Forward We have matured from quick wins to: We Authorise System Design ensuring IQ is built into the design • IM objectives are set from the top, we measure IQ • We are part of the major business transformation programmes ensure IQ in new business • Manage Information not data cleanse • Implementing Data Quality monitors across billing (billing assurance) • Ensuring Assets are managed properly with Process Monitors.

37. Thank you for listeningQuestions? • jon.hill@bt.com