Getting buy in
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Getting buy in
Presented by: Rebecca Clayton Date: Tuesday 18th September 2007
www.qas.co.uk
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What you’ll get from this session
Who do you need to convince?
What is important to them?
How you can do a better job convincing them?
What’s on their agenda ?
Service delivery
Efficiency
Cost control
Intelligence and reporting
Reputation
Compliance
?
Linking data quality to service delivery
Who is using your services?
When?
How often?
Are services joined up?
Can you recognise people across different channels?
Do you have a single citizen view?Service delivery
Linking data quality to efficiency
Save time on
calls / face to face contact
data entry
fixing errors
What is the £ value of that time?
Efficiency
Reputation
Linking data quality to reputation
Good customer perception / avoid complaints
Improve customer satisfaction
Answer parliamentary / media questions accurately
How to measure these ?
Linking data quality to compliance
Data Protection Act 1998
Varney: transformational government, e-gov
Citizen authentication
Compliance
How do you fare against others?
Global data quality research
• Sample• 550 organisations• 8 countries• 10 sectors• Heads of Departments, CXO’s, MD’s,
Senior Managers
• Methodology• Email survey
Interim results only
Your opportunity to benchmark Your organisation Sector result Notes
Q 1 How often is customer data used for strategic planning and decision making ?
Q 2 Does responsibility for customer data quaity sit with top level management in your organisation ?
Q 3 What percentage of employees are totally bought in to data quality ?
Q 4 To what degree are you using customer data to its full potential ?
Q 5 To what degree is your organisation compliant with database related regulations ?
Q 1 – Frequency data used
How often is customer data used for strategic planning and decision making?
A1 – Frequency data used
Your Your
organisationorganisationPublic SectorPublic Sector
UK resultUK result
??Everyday 30%Everyday 30%
At least weekly At least weekly 41%41%
At least monthly At least monthly 56%56%
At least quarterly At least quarterly 66%66%
At least annually At least annually 76%76%
Q 2 – Responsibility for data
Does responsibility for customer data quality sit with top level management in
your organisation?
A 2 – Responsibility for data
Your Your
organisationorganisationPublic SectorPublic Sector
UK resultUK result
??Yes 47%Yes 47%
No 41%No 41%
Don’t know Don’t know 12%12%
Q 3 – Buy in to data quality
What percentage of your employees are totally bought in to data quality?
A 3 – Buy in to data quality
Your Your
organisationorganisationPublic SectorPublic Sector
UK resultUK result
?? 50% bought in50% bought in
Q 4 – Using data to full potential
To what degree are you using customer data to its full potential?
A 4 – Using data to full potential
Your Your
organisationorganisationPublic SectorPublic Sector
UK resultUK result
??100% 4%100% 4%
At least 90% 18%At least 90% 18%
At least 75% 43%At least 75% 43%
Q 5 – Degree of compliance
To what degree is your organisation compliant with database related
regulations?
A 5 – Degree of compliance
Your Your
organisationorganisationPublic SectorPublic Sector
UK resultUK result
??100% 20%100% 20%
At least 90% 45%At least 90% 45%
At least 75% 55%At least 75% 55%
Don’t know 36%Don’t know 36%
Making a difference in your organisation
Agenda
Service delivery
Efficiency
Cost control
Intelligence and reporting
Reputation
Compliance
Making a difference in your organisation
Agenda
Service delivery
Efficiency
Cost control
Intelligence and reporting
Reputation
Compliance
Your argument
Using data to full potential
Responsibility for data
Responsibility for data
Frequency data is used
Buy in to data quality
Degree of compliance
?
Thank you
Presented by: Rebecca Clayton Date: Tuesday 18th September 2007
www.qas.co.uk
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