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Derek O’Halloran 15 th March 2006

Improving Service, Delivering on Efficiency. Derek O’Halloran 15 th March 2006. Agenda. Organisational Goals in the Public Sector Citizen’s Data – Roles and Challenges Data Management Issues – General Data Management Issues – Northern Ireland. Agenda.

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Derek O’Halloran 15 th March 2006

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  1. Improving Service, Delivering on Efficiency Derek O’Halloran 15th March 2006

  2. Agenda • Organisational Goals in the Public Sector • Citizen’s Data – Roles and Challenges • Data Management Issues – General • Data Management Issues – Northern Ireland

  3. Agenda • Organisational Goals in the Public Sector • Citizen’s Data – Roles and Challenges • Data Management Issues – General • Data Management Issues – Northern Ireland

  4. Organisational Goals • Deliver Quality Service • Improve Efficiency • Compliance / Legislation • Policy / Initiatives / Targets

  5. Agenda • Organisational Goals in the Public Sector • Citizen’s Data – Roles and Challenges • Data Management Issues – General • Data Management Issues – Northern Ireland

  6. Role of Data - Functional Delivering products or services to someone, somewhere • Public & Private Sector • Case history, contact history, account details • Boundary, GIS and Demographic data

  7. Role of Data - Functional 87% of organisations use data to make decisions • Ideal and reality gap of data accuracy • Effective data management should be de facto

  8. Role of Data – Technical New Technology – Old Processes New Technology – Old Data • Applications ‘house’ data • Data is internal representation of customers

  9. Data changes every second Every day: • 18,000 people move house • 1,900 people die • 1,300 people register with the TPS • 650 people register with the MPS Database quality degrades by average 14% per annum

  10. The importance of data Over 80% of organisations say inaccurate data costs them money • Inaccurate data costs every time it is used • Accurate data decays if not maintained • An effective data management strategy = best practice = sound commercial sense Source: NOP World research and Royal Mail

  11. Public Relations

  12. Agenda • Organisational Goals in the Public Sector • Citizen’s Data – Roles and Challenges • Data Management Issues – General • Data Management Issues – Northern Ireland

  13. Data Management - General • Legacy Data Cleaning • Data Maintenance • Data Migration • Using Data for Analysis & Reporting • Data Enhancement – Facilitating Processes

  14. Data Management - General • Legacy Data • Data Maintenance • Data Migration • Using Data for Analysis & Reporting • Data Enhancement – Facilitating Processes QuickAddress Batch

  15. Agenda • Organisational Goals in the Public Sector • Citizen’s Data – Roles and Challenges • Data Management Issues – General • Data Management Issues – Northern Ireland

  16. Data Management - NI • Townlands data • GIS related data • Unique Identification of Properties

  17. Data Management - NI • Townlands data • GIS related data • Unique Identification of Properties QuickAddress Batch With Pointer

  18. QuickAddress Batch • Cleaning and correcting business and residential contact records • Comparing your data to • Pointer Plus • Royal Mail • UK Electoral Roll • Experian Business Data • Suppression Files • Keep records correct over time

  19. Legacy Data Cleansing Example: NHS Scotland CHI Database 11 million records to 5 million • Capturing Data – From now on • What about legacy data stores? • Legacy Data • Incomplete records • Duplicate records • Differing / inconsistent formatting

  20. Legacy Data Cleansing

  21. Data Maintenance Example: DVLA use QAS to clean 50 million records on a nightly basis Keep track of changes: • Property changes • Electoral Register changes • Postcode changes

  22. Data Migration Example: NIE cleaned and re-formatted 1 million records before moving them across to their new billing system Example: Northern Bank – Danske Bank 1 year to M-Day 1m+ records to new banking and web-based platforms

  23. Reporting & Analysis Example: Northern Ireland Statistics & Research Agency “We use QAS to standardise addresses from various data-sets to allow them to be merged and produce reports. QAS has greatly enhanced our ability to do that. This has enabled vital research to be carried out.”

  24. Data Enhancement New in for QuickAddress Batch v5 • “Goneaways” • NCOA – National Change of Address • Mortality files • Launching a Bureau Service from your desktop • Power & Flexibility

  25. Townlands Data • Vital Information for Northern Ireland • Not in Royal Mail PAF • Essential for delivery of services • Ambulance • Utilities • Roads

  26. Pointer UPRN UPRN provides single standard key unique to each property in Northern Ireland. • Facilitate data-cleansing and de-duplication • Assist in building accurate customer accounts • Facilitate multi-organisational data-sharing

  27. Geographic Information 1m Grid References available for NI • Standard across rest of UK • Mobile response units • Geo-spatial analysis

  28. Boundary Information Example: Scottish Enterprise use boundary information to report on economic activity and growth within specific constituencies and authorities. Include: • Wards • Local Council • Parliamentary Areas • Census Areas etc

  29. Data Maintenance • Clean, accurate, consistently-formatted and up-to-date information reduces wasted… Time Resource Money

  30. Organisational Goals • Deliver Quality Service • Improve Efficiency • Compliance / Legislation • Policy / Initiatives / Targets

  31. Thank you for listening QuickAddress for Call Centre Any Questions? www.qas.com/uk

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