Nigel Turner & John Hodges British Telecommunications (BT) IM Programme

1. TOWARDS THE eMERALD CITY Deploying Information Quality Tools in a Federated Business Nigel Turner & John Hodges British Telecommunications (BT) IM Programme

2. BT RETAIL BT WHOLESALE The BT FEDERATION

3. Governance • Brand • Parental advantage • Trading relationships • End to end processes • Financials • eBT • Information & Knowledge BT RETAIL BT WHOLESALE THE BT FEDERATION Group

4. LEGACY THINKING • Process emphasis - but process reengineering • alone will NOT deliver eBT • Process and organisational • thinking has encouraged a plethora of • stovepipe systems - Delivery Channels • emphasised at expense of content • The “Information” in Information Systems • and Information Technology has been • largely neglected to date.

5. THE INFORMATION QUALITYIMPERATIVE FOR eBUSINESS “It is likely that data quality is the most important problem large organisations face today. Information is truly the glue that holds the online organisation together… Zero latency organisations have to make the right split-second decisions based on their available, online data, and that is only possible if the data is correct.” KEN ORR - CUTTER CONSORTIUM MARCH 2000

6. BUSINESS & IT COST PRESSURES E-BUSINESS DATA SELF- MANAGEMENT MARKET OPPORTUNITIES CUSTOMER EXPECTATIONS REGULATION LEGISLATION TOWARDS A HIGH INFORMATIONQUALITY BUSINESS - KEY DRIVERS ‘THE HIGH IQ BUSINESS’

7. INFORMATION QUALITY:THE BEDROCK OF INFORMEDACTION eCRM Data Mining Knowledge Management OLAP Business Intelligence Data Visualisation Information Quality

8. DATA CLEANSE IN BT • Best of breed commercial tools more likely to • sustain information quality & integrity because • home grown solutions are: • Expensive • Slow to develop & implement • Often rely on excessive manual effort • Tend to be ‘one off’ exercises, where gains are • not maintained… • information quality is a process, not a snapshot • Often a reaction to problems, so a ‘back end’ focus • predominates • Solutions not portable • Learning not shared

9. IQ TOOLS :PROJECT OBJECTIVE To identify, evaluate, test, and implement proven, industry best information quality management tools & methods to drive up information quality in BT to: ENABLE eBT TRANSFORMATION ENHANCE REVENUE OPPORTUNITIES REDUCE COSTS OF FAILURE

10. IQ TOOLS - EVALUATION CRITERIA • Ability to identify information quality issues • Provide information quality metrics • Automate & support quality improvement activities • Add value to existing information • (e.g. postcode input & validation, grid references) • Reconciliation & checks on informationflows

11. PORTFOLIO INFORMATION QUALITY TOOLS Migration Architect / aka AXIO (Information Transformation) Autonomous Controls & Recon. (Information Integrity) Trillium (Information Cleanse & Enrichment)

12. IQ TOOLS:CHRONOLOGY Dec 98 IQ Tools Identification & Evaluation starts June 99 IQ tool set determined June 99 Migration Architect GroupMIS Common Data Store BT Retail Customer Service BT Wholesale July 99 Autonomous Controls & Reconciliation BT Retail Markets Group Finance BT Wholesale BT Cellnet Dec 99 Trillium BT Retail Markets

13. IQ TOOLS CENTRE:ACTIVITIES 2000/01 April 2000Trillium operational in BT Retail Markets April 2000 BT Wholesale Unitech trials start July 2000 BT RetailAddress project initiated Nov. 2000 First IQ Tools user group Dec. 2000 Framework methodology drafted March 2001 Further deployment of tools

14. INFORMATION QUALITY TOOLS - APPLICATIONS • Measure current IQ & establish baselines • Define definitive / best information sources • Highlight information pollutants • Clean information automatically - both in situ • and in data migration • Enrich existing data, e.g. PAF, Third Party data • Audit and track improvements • Maintain integrity across data sources • Extract business rules from information

15. Application of IQ Tools LEGACY OSS MIGRATION BTeTOPIA • Analyse • Audit • Catalogue • Clean • Maintain integrity • Analyse new feeds • Audit • Clean • Catalogue • Maintain integrity • Model • Audit • Clean • Enrich • Integrate The THREE STEPS TO THE eCITY: THE IQ PATH

16. IQ TOOLS CENTRE:BENEFITS OF APPROACH • Creates a centre of excellence / expertise • Promote deployment across the enterprise • Encourage standardisation& common portfolio • Deal with vendor companies centrally • Leverage economies of scale • Serve as doorway to potential vendors • Can fund & support seedcorn and trial work • Provide a “try before you buy” service • Initiate and foster internal & external networking • Accelerate evaluation & deployment

17. Realised to date $6 million Anticipated by end 2000/01 $150 million $1.5+ billion??? Potential Benefits IQ TOOLS: BOTTOM LINE

18. IQ: THE TECHNOLOGY TRAP “There are three roads to ruin: women, who are the most pleasant; gambling, which is the fastest; and technology, which is the surest.” Georges Pompidou President of France (1969 - 1974)

19. WORLD CLASS IQ INFORMATION CAPABILITY Info. Tech. Info. Beh. & Values Info. Man. • Operations • Process • Innovation • Management • Sensing • Collecting • Organising • Processing • Maintaining • Integrity • Formality • Control • Sharing • Transparency • Proactiveness Source: Sloan Management Review (Summer 2000)

20. LESSONS LEARNT • Need small, but dedicated full time resource • This requires a small central budget, • also used to seed corn and run trials • Requires business leadership, with strong • technical support… IQ is a business problem • To succeed, must lay a great emphasis on • raising awareness and communicating success • To inculcate across the business, must find • senior management champions, but start at • the middle.

21. TOWARDS THE eMERALD CITY? Guard: State Your Business Dorothy: We want to see the Wizard Guard: The Wizard? Nobody sees the Wizard. Even I have never seen him Dorothy: Well then, how do you know there is one?