© 2009 IBM Corporation

Knowledge Management(Data Information Knowledge)

(Mobilising Information for Knowledge Society)

IBM Research-India

Mukesh Mohania, Ph.D.IBM Research - India

© 2009 IBM Corporation2

Knowledge Management

Data – is a raw form, with no context given. For example, 1A2B3C4D.

Information – is valid w.r.t time. It has context. For example, 1A2B3C4D is a CitizenID.

Knowledge – make information useful with some belief in the form of expectations, which may be derived from experience or data analytics.

Knowledge Management is an integrated, systematic approach to identifying, managing, and sharing all of an enterprise’s information assets, including databases documents, policies, and procedures.

The effective use of KM is to empower and enrich people and build ‘smart’ applications, such as, smart healthcare services, transportation systems, etc.

“The key in decision is to know something that nobody else knows”

© 2009 IBM Corporation3

MotivationCountry serves many millions of people and several business

organizations. Information about the citizens/government/business entities is

stored in several data/content sources, but unfortunately sitting in silos.

Content Query

Database Query

Content Result

Database

Result

Knowledge

ManagementUnstructured data (>85%)

Structured data (<15%) How do I correlate/sense/act/predict

events?

Intelligent decisions are made from integrated information.

© 2009 IBM Corporation4

Goal For Knowledge Society:

Knowledge Society = Interconnected

+ Instrumented

+ Intelligent

– Provide ‘Right’ information to the ‘Right’ people (citizens, employees, service providers) at ‘Right’ time.

• Break down information silos through the use of active, event-based, and context-oriented information integration technologies.

• Provide holistic view of Information based on search interface and/or (analytics) query.• Build smart applications for better, accurate, secure, and intelligent services to citizens,

employees, providers.

Knowledge Discovery and Management is the KEY

© 2009 IBM Corporation5

Smart Government: Ensuring the economic health, welfare and security of our citizens

SENSE AND RESPONDCAPABILITIESEnabling defense and law enforcement organizations to achieve situational awareness, increased speed of command and combat superiority.

GOVERNMENT ACCOUNTABILITYLeveraging business intelligence and planning to improve insight and elevate performance with visibility and control.

CITIZEN-CENTEREDEXPERIENCES

Connecting people to programs based on

individual needs—achieving sustainable

outcomes while reducing operational costs and maximizing taxpayer

value.

GREEN GOVERNMENTFOR A GREENER PLANET

Deploying environmentally responsible operations,

from energy efficiency and conservation to

transportation management and the pursuit

of renewable resources.

GOVERNMENT

© 2009 IBM Corporation6

Data Quality Lack of information

standards – Different formats &

structures across different systems

Data surprises in individual fields– Data misplaced in the

database

Information buried in free-form fields

The redundancy nightmare– Duplicate records with a

lack of standards

Name Surname Telephone

SAMAD DURRANI 9821636441

SUSHMA BANSODE c/o 95251-5600423

MAHADEVTA DRUPAD B FAX:2872423

Mr S S ACHARYA S/O P UMESH Rao,, A/44UMLYA C H S AGARKAR RD NR NORTH KANARA G S M BANK DOMBIVALI THANE 421201,

S Mehta IBM-IRL ISID, Vasant Kunj, ND 110 070Suresh Mehta IBM Research ISID Campus, Vasant Kunj New Delhi 70S Mehata 1BM Research Lab ISID, Vasant Kunj, New Delhi 110070

90328574 Ajay K. M C Chagala Rd, Andheri, Mumbai

90328575 Ajay Khade Mahommedali Currim..., Mumabai

90238495 Khadde Ajay Mahommedali C Chagala Rd,

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IBM India Research Lab © 2007 IBM Corporation

Knowledge Discovery from Voice of Citizen

Voice

Analysis

Claims…. not processedTaking too much timeRefund ……not given

Linguistic Analysis

Mining Views/Functions

Business Value: feedback to improve CSAT

OAE

Annotated and linked Text Records and structured data

Data CleaningData linking

Linkage Discovery,QualityStage, etc.

StructuredDB

UnStructuredDB

•First call resolution•Reducing turn around time•Identifying pain points•Churn prediction•Relating business metrics to customer perceptions•Improving service levels

Transcribed Noisy Calls

ASR

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IBM is committed to develop technologies for Smarter Infrastructure ---

Smart traffic systems

Smart water management

Smart energy grids

Smart healthcare

Smart food systems

Intelligent oil field technologies

Smart regions

Smart weather

Smart countries

Smart supply chains

Smart cities

Smart retail

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1951-1978’51: IBM sets up manufacturing unit in India

’62: IBM in Sri Lanka established

1992 - 1998’92: IBM re-enters Indian

Market; joint venture with TATA

’97: TISL becomes Tata IBM Ltd; IGS launched

’98: India Research Lab launched

1999 - 2003

’99: IBM India Pvt Ltd formally launched

’00: IGF launched

’01: India Software Lab launched

’03: IRL launched its Technology Center

’03: IGS India achieved SEI CMMI Level 5

2004-2009

’04: IBM acquires Daksh

’04: Landmark Bharti-Airtel deal

’06: $6B investment in India announced by IBM Chairman

’07: Telecom success continues with Vodafone, Idea Cellular, BSNL

’08: Launch of Delivery Centers in Pune & National Capital Region

’08: Visit from IBM Board of Directors

’08: Launch of Cloud Computing Center in Bangalore

’08: Presence in 22 cities with 2,500 Business Partners

’09: Expansion into Ahmedabad, Lucknow and Jaipur

IBM has long history and deep roots in India/South Asia

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Bangalore.Chennai

.Hyderabad

Mumbai. Pune

Kolkata

Delhi, NCR, Gurgaon

..

DOMESTIC BUSINESS Systems & Technology Group Software Group Global Business Services Global Technology Services IBM Global Financing

INDIA SOFTWARE LABBangalore, Pune, Hyderabad, Gurgaon, Mumbai

MANAGED BUSINESS PROCESS SERVICES (MBPS)Bangalore, Delhi, Mumbai, Pune, Kolkata, Chennai, Vizag, Chandigarh

GLOBAL BUSINESS SERVICES – GLOBAL DELIVERYBangalore, National Capital Region (NCR), Kolkata, Hyderabad, Chennai, Pune

INTEGRATED TECHNOLOGY DELIVERYBangalore, Hyderabad, Chennai

CENTERS OF EXCELLENCE FOR: Semiconductor ResearchCloud ComputingGlobal Engineering ServicesGlobal Business SolutionsServices Innovation Research IBM Innovation (Business Partners)

BangaloreIBM RESEARCH - INDIADelhi, Bangalore, Hyderabad ‘collaboratory’

India: a Microcosm of IBM Today

Global Business Services

Business Process Outsourcing

India Software Lab

Integrated Technology Delivery

IBM Research – India

Chandigarh

Vizag.

..

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Corporate Social Responsibility (CSR) Programs

Corporate Service Corps (CSC)• India hosted 39 CSC participants from 19

countries in Ahmedabad and Mumbai • 75 IBMers from India were outbound CSC

participants

On Demand Community (ODC)• 15,300+ registered IBM volunteers in India• Reinventing Education (RE): transforming

classrooms in 20 schools, covering 500 educators and 1,850 students

Supporting business objectives• Geographic expansion:

• Gujarat focus -- Tribal Development Dept., Govt. of Gujarat, SEWA and more

• Exploratory work in Bangladesh & Sri Lanka• Stronger partnerships with state and local

governments (e.g., disaster relief)• Commercial market development through

partnerships with like-minded organizations

2010 CSR Focus Areas

• Program alignment with IBM’s strategic priorities (India’s National Agenda, Smarter Cities program)

• Adapt new offerings/new programs to India (e.g., Service Grants)

• Extend program reach to rural & semi-urban regions of India and Sri Lanka

• Demonstrate community leadership

We have deepened our impact on local communities

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© 2009 IBM Corporation

IBM Research – India

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IBM Research - India Strategic Priorities

Technical Competencies

Business Areas

Computer Science• Distributed Systems – systems mgmt., middleware• Information Management – data mining, machine learning• Interaction Technologies – speech• Programming Technologies – parallel and hi-perf. prog.• Software Engineering – model-driven, distributed dev.

Service Delivery

InfrastructureServices

ApplicationServices

ContactCenter

Services

Emerging Solutions

TelecomOthers

(Banking, Retail, …)

Math Science• Operations Research• Algorithms• Optimization• Analytics

Service Science• Service Engineering• Service Management• Service Quality• Service Supply Chains• Service Info. Systems

Software

HPC

Mobile WebService Quality

Cloud

Massive Data Analysis

© 2009 IBM Corporation

IBM Research – India

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Thank Thank You!You!