Why Effective Information Governance Is Critical
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Why Effective Information Governance Is Critical Andy Reid, Product Marketing Manager Aaron Wallace, Principal Product Manager
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CIOs, chief data officers (CDOs), senior business leaders and information leaders within organizations are increasingly exploring how the pool of customer data can help them gain competitive business advantage. New opportunities are being afforded by the continuing increase of social networking and mobile interaction, coupled with the acceleration in information enabled by cloud-based technologies. Such opportunities, however, are hard to leverage unless steps are taken to establish an effective, cohesive and risk-aware information governance framework. Review this presentation and learn how establishing an information governance framework will allow your organization to establish new sources of revenue, improve customer engagement, manage risk and increase efficiency of business operations. Find out what your peers in leading organizations are doing to evaluate organizational readiness to establish consistent governance and control across customer information.
Transcript of Why Effective Information Governance Is Critical
Why Effective Information Governance Is CriticalAndy Reid, Product Marketing ManagerAaron Wallace, Principal Product Manager
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What you’ll learn…
The Case for Information Governance
Enabling the Business Steward
Case Studies: Business Driven Information Governance
Preparing for Business Driven Information Governance
The Case for Information Governance
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Why do we have so much returned mail?
Our services response units are inefficient
Who is the customer on the phone?
Why are we getting audited?
What do I need to know to provide personalized service?
The data in our Data Warehouse is not reliable
My response rate is less than 1%, why?
Why are we getting duplicate statements?
Bad Information = Bad Decisions
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Information Governance Improves…
Risk ManagementCustomer Engagement
New Business SuccessOperational Effectiveness
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` “Good morning Mrs Wells. I managed to get those spices you like to use.
Will your husband be needing anything for his
trip next week?”
Remember when shop keepersknew who you were?
Your customers still expect that
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Managing Customer Information is Key for Competitive Dominance
Source: Forrester Research – Competitive Strategy in the Age of the Customer, 2011
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Knowing your customer depends on reliable data which can be achieved with a Business Driven Information
Governance approach.
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Why you need to consider it
Source: October 10, 2013, “Technology Management In The Age Of The Customer” Forrester report
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Information Governance is an intrinsic part of Data Management
> The 360 degree view of your customer
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Source: Gartner Predicts 2014: Information Governance and MDM Are Critical for Digital Transformation, 22 November 2013, Saul Judah, Bill O'Kane, Andrew White, Ted Friedman, Debra Logan
Gartner predicts
Gartner predicts information handling and risk management will emerge as primary challenges to effective enterprise information governance and master data management in the near to midterm.
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What Types of Risk?Misused Data• Sensitive material used for advertising• Passed on to third parties?
Stolen Data• Credit Card Details
Corrupt Data• Wrong Addresses• Delivery to wrong customers
Lost Data• Poor customer service Didn’t you ask
me this last time I called?
Didn’t you ask me this last
time I called?
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of organisations have well
established adoption or are
on their way towards it.
Source: Good Riddance to Bad Data: Data Governance Gains Momentum – Deloitte LLP
Information Governance is Well Underway
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According to Gartner
Information Governance is the specification of decision rights and an accountability framework to ensure
appropriate behaviour in the valuation, creation, storage, use, archiving and deletion of information. It includes the processes, roles and policies, standards and metricsthat ensure the effective and efficient use of information in
enabling an organization to achieve its goals.
Source: Gartner Seven Best Practices to Make Information Governance Work, 13 November 2013, Svetlana Sicular
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Your Information Governance Strategy should be related to the business
goals, outcome focussed, risk aware,
And therefore business driven
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Technology
People Processes
Policies
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Key Points
Information Governance improves business performance and protects against risk
Success if driven by a deep knowledge of the customer
The risks of managing customer information can be mitigated with a solid Information Governance strategy
It’s about people, process and polices
Technology is the enabler
Enabling The Business Steward
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Business Stewardship
• Enable Business and IT collaboration • Review and Resolved Data issues in
context of business process• Avoid overwhelming business users
with issues best handled by Data Stewards
• Focus on key business or quality KPIs
• Gain much needed visibility of information quality independent of MDM
• Monitor governance rules for special exceptions and conditions
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Demonstration Overview• Dataflow Designer
Building a jobMatching processesWorking with business to define quality rules
• Data StewardWorking with Dataflow Designer to define rulesManage remediation processDefine Key Performance IndicatorsMonitor dashboard
Case studies: Business Driven
Information Governance
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Fixing erroneous claim submissions took too longHard to identify ways to speed up the process & KPI’s to track for making the process less error prone
Set up governance policies (business rules, security &access rules, notification) for the claims process
Reduced the # of manual validationsProvided an inutitive way for business stewards to interact with claims for edits & approvals.
Optimizing Claims Processing
• Capturing trends to set KPIs for the business to improve its processes & training needs
• Fast & efficient claims processing leading to overall customer satisfaction
• Improving employee productivity
Solution
Challenge
Benefits
A leading property,
casualty and speciality insurance
corporation
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Application modernization effort revealed poor data quality in source systemsNeed for ensuring citizen names are accurate and up to date while eliminating duplicates
Implemented sophisticated name parsing, matching, and standardizationEstablished rules to raise exceptions in the name parsing processEnabled team of business users process and remediate exceptions as needed
Optimizing Data Quality
• More accurate data transitioned to target system• Additional improvements with application migration• Higher employee productivity
Solution
Challenge
Benefits
A large state agency with
millions of citizen records
Preparing for Business Driven Information
Governance
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On-going Executive Support is essential to the success of the initial
project, and for Information Governance to become part normal
business practice.
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Two Types of Roles are Critical
Strategic• Sponsorship• Operationalizing the IG
strategy• Setting goal and time
frames• Managing funding issues• Ensuring on-going
engagement of stakeholders
• Coordinating activity of operational roles (both business and IT) Source: To the Point: A Balanced Approach to Information
Governance, Ted Friedman, Gartner Analyst
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Two Types of Roles are Critical
Strategic• Sponsorship• Operationalizing the IG
strategy• Setting goal and time
frames• Managing funding issues• Ensuring on-going
engagement of stakeholders
• Coordinating activity of operational roles (both business and IT)
Operational• Information
stewardship• Enactment of
information governance policies
• Daily, on-going monitoring, tracking and resolving of issues
• Influencing of peers• Providing input to
decision-rights holdersSource: To the Point: A Balanced Approach to InformationGovernance, Ted Friedman, Gartner Analyst
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Two Types of Roles are Critical
Strategic• Sponsorship• Operationalizing the IG
strategy• Setting goal and time
frames• Managing funding issues• Ensuring on-going
engagement of stakeholders
• Coordinating activity of operational roles (both business and IT)
Operational• Information
stewardship• Enactment of
information governance policies
• Daily, on-going monitoring, tracking and resolving of issues
• Influencing of peers• Providing input to
decision-rights holdersSource: To the Point: A Balanced Approach to InformationGovernance, Ted Friedman, Gartner Analyst
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Getting Started
Define Business
Objectives
Assess Readiness
Obtain Executive
Sponsorship
Plan
Build the Team
Agree on a common language
Agree the Governance Objectives
Act Refine
Evaluate Success
Execute
Build Information
Policies
ImplementPolices and Technology
Feed
back
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What you need
› Right People• Team from across the business
› Right Policies• Outcome focussed
› Right Processes› Executive Sponsorship› Appropriate Measurement › High Performing Technology
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Questions?
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Thanks for attending
Follow-Up Resources• Presentation file • Webcast recording• Forrester Research report: Can You Give the
Business the Data that It Needs?• MDM Institute White Paper: Apply MDM + Big
Data to Build a Complete Customer View
Upcoming Webcast• “Knowledge Graphs for Next Gen MDM”
(April 9)
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Over 40 GIS/location intelligence sessions and workshops• Hands-on tech labs• Real-world customer results• Product deep-dives• Trends and best practices• Industry keynotes
Register: www.mapinfouserconference.com
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