Citizen Index Project (Final) REDACTED

ISiS Partnership Citizen Index Project

Variant Bid Volume 2

Section A4.6

28th November 2006

Citizen Index Project

Table of Contents

1 ....................................................................................................... 1 Summary

1.1 ............................................................. 1 A Citizen Index for a Single View1.2 ....................................................................... 2 Vision for the Citizen Index1.3 ........................................................................... 3 How ISiS will deliver this

2 ..................................................................................... 5 Scope of the Project

2.1 .......................................................................... 5 Definition and Outcomes2.2 ....................................................... 5 Solution Outline for the Citizen Index2.3 ..................................................................... 8 Architectural Considerations2.4 ...................................................................................... 9 Functional Scope2.5 .................................................................................. 11 In Scope Systems

3 .................................................................................. 13 Previous Experience

3.1 13 North Lincolnshire Council: Enabling Implementation of e-Government3.2 ...................................... 13 Southwark Council: Master Data Management3.3 ................................... 13 MetLife: Chooses WebSphere Customer Centre

4 .............................................................................. 14 Approach and Methods

4.1 ................................................................... 14 The Citizen Index Roadmap4.2 ............................................................................... 16 Plans for the Project4.3 ........................................................ 21 Strategic Partner’s Responsibilities4.4 ....................................................................... 21 Council’s Responsibilities

5 .......................................................................................... 22 Cultural Change

6 .................................................................... 23 Link to Wider Transformation

6.1 ........................................................ 23 Wider Transformation and Benefits6.2 .................................................................................... 23 ISIS 7 Objectives

7 ...................................................................... 25 Products and Infrastructure

7.1 ............................................................................... 25 Third Party Software7.2 ..................................................................... 25 Strategic Partner Software7.3 ...................................................................... 25 Specially Written Software7.4 .......................................................................... 25 Technical Infrastructure

8 ................................................................................................. 28 Appendices

8.1 ........................................... 28 Customer Identification Engagement Model8.2 ................. 30 Key Steps in Creating the Customer Identification Database8.3 ................................................................ 34 WebSphere Customer Center

IBM Response to ISiS ITN Volume 2 – Section A4.6

IBM Confidential


1 Summary

1.1 A Citizen Index for a Single View

The Councils business is about delivering quality services to the citizens and customers of Somerset. A single consistent view of its citizens and customers, including organisations, and an understanding of the relationships it has with them and their associated properties and locations is essential to this.

The benefits of a single consistent (360 degree) view include:

Joined up and responsive services delivered direct to the citizen and customer.

A connected history of citizen contacts and records across all channels of the Council.

Efficient inter-agency working and information sharing based on accurate and timely data.

Empowered citizens and neighbourhoods.

Information in the hands of the Council to enable it to continuously focus on the quality of all citizen and customer services.

These benefits can be seen through the questions that the Council faces daily when engaged with its customers and citizens, some of which are shown in Figure 1

Figure 1: The 360 degree view of a Citizen


IBM Confidential Page 1


With the benefits clear, how do we achieve a Single View?

In reality there is no one answer as we have to use many strategies of a world-class ICT capability to tackle enterprise level challenges such as;

How will applications talk to each other and share data in a secure way?

How do I ensure that citizen data is accurate and of sufficient quality across the whole enterprise to give a true view?

How do I find the content, across all of my channels, which belong to my customers?

How do I gather the data to continuously improve my services?

Our ICT proposal focuses on such challenges but key to ensuring that the answers to these challenges are brought together to achieve a Single View is the Citizen Index.

The Citizen Index is a universal solution that has one clear objective:

Obtaining the right data for my Citizens, for the right application, the right service or the right process and at the right time?

In this proposal we present our vision and approach to a Citizen Index.

1.2 Vision for the Citizen Index

The vision of the Citizen Index is to provide a Single View of truth for the customer and citizens of Somerset. Its purpose is to support improved customer access to services. In this sense it is the backbone to achieving this vision as shown in Fig 2.

Figure 2: Technology enabling Customer Excellence




Currently where a citizen receives services from more than one Council department or agency they will be treated as a separate entity in every service system. The information stored is a mixture of demographic information and service specific case information.

While the service specific case information will be different, the demographic information should be the same for the same citizen. To achieve a Single View, the Citizen Index would link demographic records together with master records of involvement that are strictly controlled through rules and security.

In doing so:

A record of involvements across the Council and its partners would allow greater coordination between teams and potential trigger points within a process. For example, being admitted into hospital might prompt the suspension of community meals. A record of involvement would be a minimal set of key citizen data such as the acknowledgment and status of an eSAP as against its contained detail. This approach enables a joined up view of the services delivered to the citizen while protecting their personal data.

It would hold pointers to information according to the role of the citizen. Whether they are a service user (customer be it a person or organisation), employee, citizen, carer etc. or a mixture of these roles.

Existing customer and property database records for a citizen would be matched within the index. This would allow anomalies such as typos or inconsistent data capture to be identified and resolved.

Case information would not be stored in the index but its existence may be shown, subject to agreement. Accessing this would be through sign-posting to the appropriate business application and the associated existing security layer.

Attribute level security would apply to the record of involvement with accompanying business rules so that only employee and partners with the correct permissions would be able to access the data.

Access would be audited and restricted.

1.3 How ISiS will deliver this

The Citizen Index is an innovative vision that can only be delivered through a phased approach that recognises the needs of all the stakeholders in ISiS while always focusing on the business benefit to the Citizens and Customers of Somerset. At all stages we will work closely with the Council and engage with its directorates such as Community, Social Care, Adult Learning and Leisure.

From the outset we propose only one immediate project on the roadmap towards a Citizen Index. This project is called Customer Identification. In turn the Enterprise Architecture project will make recommendations around the strategies and technologies for the Citizen Index roadmap that would build on the Customer Identification project.

The Customer Identification project will be undertaken jointly by the Council and IBM. It will deliver:

A Customer (and Property) Identification database to act as a System Of Record (SOR) for on-going data matching and quality initiatives as additional sources are added from the Citizen Index Roadmap. One view of truth is needed for Customers and Property so that the correct record of involvement can be built and the right case records identified.




A best of breed Data Integration platform with the capability to deliver near real-time changes in data and the tooling to continuously monitor data quality in source systems. This augments current practices to drive efficiency improvements in data management across the whole of the enterprise as seen in Social Care. Analyses tools with history help identify the root cause in errors for managing data quality which helps improve the quality of services. The Data Integration platform is also seen as an enterprise level component for re-use in delivering an ISiS Data Warehouse, supporting data migration projects and batch to near real-time data transfer. Re-use of the platform will allow ISiS to develop a Data Integration Centre of Excellence thus placing strategic skills directly in the hands of ISiS.

The SOR as an index to matching records in source systems. This places the results of data matching directly in the hands of appropriate Council users to drive data governance and continuous quality improvement across the enterprise. Good practices in one directorate can be inherited by another which leads to optimisation and efficiency.

The Customer Identification project will be initiated as soon as possible after contract signature in line with the timeline for rollout of SAP-CRM. The Customer Identification project is planned to be completed within 6-7 months, subject to availability of key Council ICT staff within ISiS. The full roadmap for the Citizen Index programme will be determined in a separate project to be specified by the Enterprise Architecture project.




2 Scope of the Project

2.1 Definition and Outcomes

The Citizen Index project is a programme of work that delivers the vision of a Citizen Index Roadmap (see further sections on a discussion of the Citizen Index Roadmap) to embrace the needs of directorates, partners and applications.

Our proposal provides additional detail for an initial enabling project for that roadmap, namely the Customer Identification project. This project will deliver:

A master read only record of Customer and Property for subsequent matching as new systems are added.

An index of records held against the master record for subsequent matching as new systems are added.

A Data Integration platform for batch updates to the master record from source systems.

Initially the Customer Identification database is web enabled for access by data quality specialists. Requirements for exposure of Customer management services and integration will be gathered by and form part of the Citizens Index Roadmap.

The following subsections will:

Show a solution outline for the Citizen Index project and how that is used to deliver a vision for the index.

Highlight some of the architectural considerations to be made as part of ISiS with the Council to deliver the roadmap.

The functional scope and components of the initial Customer Identification project

The proposed scope of systems involved in the initial Customer Identification project before extension to the Citizen Index Roadmap.

2.2 Solution Outline for the Citizen Index

The Citizen Index is one solution of many components that has the potential to use all of the ICT enabling technologies and strategies. A logical architecture overview showing the key components of the Citizen index is circled in Fig 3.




Figure 3: Architecture Overview highlighting the Citizen Index

The diagram shows how the architecture for ISiS can be divided into horizontal layers namely Presentation, Application and Data that are interconnected through an Integration layer using a Service Orientated Architecture. These layers are supported by vertical Security and Operations layers.

Within the presentation layer Portal and Mobile technology is used to widen access to Business Processes that can be choreographed to utilise different Application Services, such as Shared Diary, Workflow and in our vision a Single View of the Citizen that accesses the Citizen Index through the choreography of Customer and Citizen Services. Such services are secured through components in the security layer to ensure that the right user with the right profile and the right permissions is able to access, for example, the right diary.

We believe that our vision and Solution Outline for the Citizen Index is in line with the innovative foresight of the Council. This is of course one view and ultimately the vision for the Citizen Index will be determined by the Council and ISiS.

To illustrate this vision we present an example scenario, as used in presentations to the Council and through our Portal demonstration, which uses components of the logical architecture to exercise the Citizen Index.






Scenario

Olive Adams: Vulnerable elderly person

“Mrs. Olive Adams is 87 and has lived in Taunton all of her life. Following a fall in her home she is admitted into hospital and medically assessed. Staff at Accident and Emergency (A&E) use the Partner Portal to find out about Mrs. Adams and coordinate with others who are currently providing services”

1. A&E Staff Log onto the Partner Portal

A&E staff log onto the Partner Portal and perform a customer look up to identify Olive. This initiates the appropriate Business Process Service to call the Single View of the Citizen. This service confirms that the A&E staff member has the appropriate authority and access rites through the Security layer. As this request is a simple look up a SOA enabled Customer Service component is called to query the Customer Identification data store to retrieve the one true master Customer record for Olive.

2. They review Olives Demographic Information

The master record contains the core Customer and Property data for Olive but also the Indexes to the contributing source systems. When the staff member confirms the identity of Olive a request is made via a set of Citizen Services to an ISiS Data Hub to retrieve the record of involvement for Olive. During this process the keys for the Indexes held in the Customer Identification database are matched with those held in the ISiS Data Hub to ensure that the records created through Data Integration are indexed correctly.

3. They review Olives History

When the Citizen Services are called security information is also used to ensure that A&E staff has the correct permissions to view the data in the record of involvement which is now displayed to the A&E staff member.

4. They review her recent assessment from eSAP

The A&E staff member has seen that Olive has had a recent assessment from eSAP and wishes to review this. This information is not held within the Citizen Index as it is case sensitive. However from the record of involvement it is known that the eSAP record in question is held in another system. The Single View of the Citizen is able to use the integration layer to access the eSAP system to retrieve the more detailed information.

This simple scenario illustrates a vision for the Citizen Index.


2.3 Architectural Considerations

In general there are four levels of business integration in an IT system that supports transformation: data, application, business processes and user interaction. Each of these forms a critical cornerstone in delivering world class ICT and as such requires involvement with the Council in defining the enterprise architecture for ISiS.

Our ICT vision for the Citizen Index would see a significant role for Data Integration in the Council. Accordingly ISiS will need to set the direction and standards in defining strategies for:

The data model to define the entities and relationships between citizens, customers (including organisations) and employees and their data. The Customer Identification database is initially concerned with the relationship of citizens within the political boundary of the electoral register and as customers with the Council through Front Office CRM. However as interagency working increases and to support transformation needs a broader definition of citizen is likely to be required such as identifying citizens as employees or as citizens of other political boundaries where records of involvement may need to be shared or traded services are offered. Before progressing along the Citizen index roadmap it will be critical for ISiS to confirm its definition of a Citizen to ensure that an appropriate data model is supported. Our initial view of the data model is to use the Party model supplied in WebSphere Customer Center™ (See accompanying Appendix 8.3) which allows for the modelling of Citizens as Person and Customers as Person or Organisation. The model also permits the definition of Roles, Relationships and Interactions for the Party which brings flexibility in design.

The relationships and lifecycle processes between master data, records of involvement and operational case data. For example when, where and how are new Customers be created, updated and synchronized.

The identification and encapsulation of services such as Customer Services to deliver standard creation, lookup and verification services for re-use.

Data governance and stewarding, ensuring that data is effectively managed and shared across all levels of the enterprise and partners.

The role of Customer (and Property) Data Integration: assessing the level of automation needed for continual improvements in data quality to accelerate application development. The initial scope of the Customer Identification project will not have any automated synchronisation of the index with source systems. The strategy CDI and its relationship with Master Data Management will need to be defined by the Enterprise Architecture project and the Citizen Index Roadmap project by working closely with the Council.

Interlock between the integration requirements and roadmap with the Citizen Index roadmap to take advantage of Master Data Management.

The definition of near real-time and the appropriate use of Changed Data Capture (CDC) techniques through the Data Integration platform.

The choice of Master Data Management technology to hold and deliver the record of involvement. Currently we propose the use of WebSphere Customer Center™ but this will need to be reviewed in light of all of the requirements of the Council and ISiS. (For reference additional material on WebSphere Customer Center™ is given in Appendix 8.3)




2.4 Functional Scope

This section discusses the functional scope for the initial Customer Identification project which is concerned with the creation of a Customer and Property master record database and index. The functional components for the project are shown in Fig 4.

Figure 4: Phase 1 - Citizen Identification Logical core Components

Data Integration Platform – IBM proposes to deploy its best of breed Data Integration Platform, consisting of;

WebSphere ProfileStage™,

WebSphere QualityStage™,

WebSphere DataStage™.

WebSphere ProfileStage™ is IBM’s solution for data profiling and source system analysis. WebSphere ProfileStage™ completely automates this all-important first step in data integration – which can dramatically reduce the time it takes to profile data from months to weeks or even days. WebSphere ProfileStage™ can also drastically reduce the overall time it takes to complete large-scale data integration projects, and can automatically create the ETL job definitions you can execute with WebSphere DataStage™.

WebSphere QualityStage™ is the core data quality component. WebSphere QualityStage™ ensures that strategic systems deliver accurate, complete information to business users seeking a single view of customers across their enterprise. Through a user-friendly graphical interface, WebSphere QualityStage™ provides quality control mechanisms over structured and unstructured data elements (for example, international names and addresses, phone numbers, birth dates, part numbers and descriptions, suppliers, email addresses) and facilitates data standardization. Based on rigorous statistical principles, WebSphere QualityStage™ uses probabilistic matching to detect




duplications (even with invalid, inconsistent, and missing data values) and reconcile or discard records as appropriate.

WebSphere DataStage™ is the industry's highest-performance, most highly scalable extraction, transformation and loading (ETL) solution for successful data integration projects such as CRM, ERP, BI/analytics, e-business and data warehouses. Native connections to databases are combined with powerful transformation, logic, and workflow, managed end-to-end by WebSphere DataStage™.

Customer and Property Identification – Our initial proposal is to use a third party product, arcIndex™ to create and manage the Customer Identification database. The matching capabilities of the arcIndex product utilises WebSphere QualityStage™ to match records from source systems to a master record.

Updates coming into the index, whether supplied during batch updates or online, are applied to the master record or disregarded depending upon an order of trust, which operates to field level. For example, when a change to a person’s date of birth is passed into arcIndex™ from a particular system, arcIndex™ will check if this system has authority to override the current birth date shown on the master record. This is done by checking whether the currently held value was sourced from a dataset which was more or less trusted for dates of birth. This ability to ‘cherry-pick’ the most trusted values from all sources and to adjust trust levels between different datasets ensures that the Customer (& Property) Identification database contains the highest quality information achievable, and is a quantum leap above the results obtained using traditional data cleansing or verification solutions.

arcIndex™ retains a history of data loaded. Data is matched and loaded in bulk for initial data set population or for updates whether complete reloads or change-only updates. It is possible to perform a “report only” load, an option which can be used to test out a new matching strategy without actually updating the index or to inform data owners of potential data errors. (There will be no automated synchronisation of data held within arcIndex™ with the source systems unless impacted as recommendations from the Enterprise Architecture or Citizen Index Roadmap projects. See later section 4. for discussions of how the Citizen Index will be delivered).




Figure 5: Screenshot of the Customer Index using arcIndex

The screen displays the master view of a person. As several data sets have been loaded, we can see how the person is uniquely identified on each external application. The highlighted section shows reference numbers from example systems such as the Electoral Register, arcCentre CRM, Housing Management System and Council Tax application. We can also see the unique reference that arcIndex™ has assigned to this person.

2.5 In Scope Systems

One of the enabling projects we propose is a migration from Northgate Front Office to SAP – CRM. It would therefore be advantageous to use the Data Integration platform as part of the technical data migration exercise while at the same time produce the initial version of the Customer Identification database.

Given this approach the following systems are in scope:

TDBC Northgate Front Office: CRM

SSC Northgate Front Office: CRM

TDBC Symphony iManage: LLPG

SSC SQL: Address Point

TDBC Northgate Pickwick: Register of Electors

TDBC Customer Liaison List

The scope of the project, the complexity and accuracy of the data sources will be reviewed during the early project ‘Plan and Solution Design’ phase to assess any impact on planned costs and timeline.

The Customer Identification project would deliver the technical implementation to migrate Northgate Front Office to SAP – CRM. Any required data cleansing of




records or exceptions from data matching as needed by the business has not been estimated in the Customer Identification project and an indicative cost is not available. A change would be required to assess this work.

The scope is also dependent upon the Customer Access project defining its needs for integration with the Customer Identification database once the instances of Northgate Front Office are decommissioned. These would be identified by the Citizen Index Roadmap and impacted accordingly.




3 Previous Experience

3.1 XXXXXXX Council: Enabling Implementation of e-Government

REDACTED SECTION 41 - THIRD PARTY INFORMATION PROVIDED IN CONFIDENCE

3.2 XXXXXX Council: Master Data Management


3.3 XXXXX Chooses WebSphere Customer Centre





4 Approach and Methods

4.1 The Citizen Index Roadmap

The Citizen Index project is a programme of work to be delivered in line with a business and technology roadmap that is built in conjunction with the directorate and ISiS stakeholders.

Significant to the success of the Citizen Index is the alignment of data governance and stewarding processes with those currently used by the Council. Also a clear understanding of the target data model is required. To achieve this, directorate stakeholders will need to be engaged. This work will begin during the Enterprise Architecture project and continued as appropriate in a Citizen Index Roadmap project to elaborate components, solutions and policies of that architecture.

Any impact to the Customer Identification project through the Enterprise Architecture and Citizen Index projects will be assessed. Additional detailed requirements will also be gathered in the initial phases of the project. With each stage of the Citizen Index Roadmap further requirements will be gathered and scoped for delivery.

The Customer Identification project is one step on the Citizen Index roadmap. Fig 6 shows a high level view of an indicative timeline for the Citizen Index programme.

Figure 6: High Level Timeline for the Citizen Index Programme

The timeline illustrates a few of the relationships and dependencies between ICT work streams and the delivery of the Citizen Index. It can be described as follows:




EA Project – The Enterprise Architecture project is responsible for ratifying the strategies, planning and direction of the Citizen Index by combining the enterprise view of technical and business work streams. It will confirm the overall architecture for the Citizen Index in line with the enterprise architecture and scope and initiate the Citizen Index Roadmap project dependent upon its ratification.

Citizen Index Roadmap – This will be a piece of commissioned work within ISiS to;

build on recommendations from the Enterprise Architecture project,

technically assure the strategies for the Citizen Index,

confirm the scope and technology selection for the Customer Identification project and Customer Index as a whole,

review data governance practises and strategies as part of the roadmap,

confirm the approach to the ISiS logical data model in relation to the Citizen Index,

define the business and technical roadmaps for

Customer and Property Integration

Including the role and level of data synchronisation

Citizen Master Data Integration

Including the security requirements for access and inter-agency working

Customer Identification – This work stream represents the initial project for the Citizen Index. The scope for the project is partly driven by the SAP – CRM project data migration from Northgate to SAP – CRM and partly by creating the initial Citizen Identification database. As such there is a go-no-go decision to be made through the Citizen Index Roadmap concerning the choice of arcIndex™ as the technology base for the Citizen Identification database.

Customer & Property Integration – This work stream is driven by the Citizen Index Roadmap and is concerned with the phased integration of Customer and Property systems across the enterprise with the Citizen Identification database. It would also deliver the end to end services needed to access and maintain Customer and Property data that interlock with transformation projects.

Citizen Master Data Integration – This work stream is driven by the Citizen Index Roadmap and is concerned with the creation of the ISiS Data Hub and subsequent integration projects around the creation of and access to a record of involvement and the retrieval of case records. It is therefore co-dependent upon the definition of the integration layer and integration roadmap for ISiS and partners.

Other work streams may be initiated such as the mastering of employee and partner data. As such these requirements would need to be identified and analysed by the Citizen Index Roadmap to ensure that products and technologies can deliver the required data model.






4.2 Plans for the Project

This section discusses how we will deliver the Customer Identification project. The project will use IBM Global Services Method as its core technical delivery method. This provides a series of engagement models with project phases, activities, tasks and work products. We will augment the engagement model for the project with activities from the best practice tasks used by Orchard Systems to implement arcIndex™ and interlock it with the ISiS Project Management and Governance methods and approaches.

The project will be led by IBM, will utilise and train ISiS ICT staff, consult ISiS business staff and use implementation services from Orchard Systems.

It is expected that the primary deliverables of the project, namely the Data Integration Platform and the Customer Identification database will be completed in 6-7 months, with a combined effort from IBM, Council and Orchard employees of 970 man-days.

A high-level plan for the project is given. The current plan will be re-assessed once full operational and live support requirements for ISiS have been defined.

(An overview of the planned engagement model and Data Integration method to be used in the Customer Identification project is given in the accompanying Appendices 8.1 and 8.2).


Weeks

Phase Duration in

Weeks

1 2 3 4 5 6 7 8 910

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

Solution Start-up 1 1

Plan & Solution Design 8 8

Micro Design 8 8

Build 4 4

Test 6 6

Implement 5 5

Solution Close 1 1

Figure 7: High-level Customer Identification Project Plan




4.3 Strategic Partner’s Responsibilities

For the Customer Identification project IBM will plan and lead all activities with involvement throughout with the Council Directorate and ISiS ICT staff.

Orchard Information Systems will provide implementation consultancy services as required.

4.4 Council’s Responsibilities

For the Customer Identification project Council Directorate and ICT staff will be involved throughout the project to confirm technical and business requirements, receive training on the use of the Data Integration and arcIndex™ product sets and to design, develop and implement the Customer Identification database.

As the project progresses, Council ICT staff will be involved in the testing and support to ensure a level of skill and knowledge transfer has occurred.

Finally, members of both the Council business and ICT teams will be expected to attend the Solution Closure meeting to feedback on the activities of the project as well as support project health checks throughout the lifecycle of the project.




5 Cultural Change As the Customer Identification project progresses, Council ICT staff will be involved in all levels of activity to ensure that knowledge transfer is occurring. The end result being the creation of core set of resource who can become key members of a Data Integration Centre of Excellence team. The key activities to facilitate cultural change in managing the data integration of Customer and Property data are given below in Table 1.

Supporting Change Activity Description

Road shows Presentations and demo’s to project stakeholders and data owners within the directorates and departments during the Solution Start-up.

SME Training Training on the products will be given by appropriate Subject Matter Experts who will also lead design and development activities and knowledge transfer to end users.

Table 1: Supporting Change Activities




6 Link to Wider Transformation

6.1 Wider Transformation and Benefits

The Citizen Index is a crucial enabler for transformation both in terms of improving citizen access, but also information management and collaboration across the Council, business and agencies.

The matrix below shows the benefits that the attributes of a Citizen index brings to each of the transformational work streams.

Attributes

Programme

Unique Identification of the Customer and Property

Continuous Improvements in data quality

Index of Citizen records and services

Secure control of a Record of Involvement

Customer Access

Right customer and property

Accurate data in the hands of agents to deliver quality service.

Right data in the hands of agents at the right time.

360 view of the Customer relationship

Responsiveness to the Customer.

Empowered communities.

Citizen Wellbeing

Right citizen Accurate data in the hands of professionals to deliver quality service.

Integration on a need to know basis.

A Holistic View (Truth) of the Citizen

The right data in the hands of professionals.

Citizen data driving services and interagency working.

Table 2 Links to Wider Transformation

6.2 ISIS 7 Objectives

ISiS objective

Impact

Contributions

Outcomes

1. To improve access to and the delivery of customer facing services.

High Linking of all Council involvement with the customer

Identification of the right customer across services.

Joined up view of the citizen across the services of the Council, for consistent and efficient involvement.

2. To modernise, reduce the cost of and improve corporate, transactional and support services.

Low More accurate information

Wider view of other interventions

Improved efficiencies

Better customer experience






ISiS objective

Impact

Contributions

Outcomes

3. To help modernise and transform the overall workings of the County Council and the Borough Council.

Med Access to citizen data based on the role and permissions of staff and partners.

Removal of organisational boundaries with involvement with the citizen on a need to know basis.

4. To invest in world class technologies to improve productivity.

Low Use of industry leading software products

Increased levels of confidence and wider integration potential

5. To create an excellent working environment and a more sustainable employment for council staff in the future.

Low N/A N/A

6. To generate economic investment by attracting a partner willing to invest in Somerset.

Low External partners have an accurate view of citizen data

More attractive potential customer base.

7. To promoting sustainability and ethical business practices

Low N/A N/A

Table 3 ISiS 7 Objectives


7 Products and Infrastructure

7.1 Third Party Software

To align with SCC and TDBC database strategy, the project will utilise the Oracle DB platform. This has been selected rather than MS SQL Server as it is deemed to be more scalable.

To build the Customer Identification index, the project will utilise Orchard Information Systems arcIndex™ product.

7.2 Strategic Partner Software

As a strategic partner IBM will use its world class Data Integration platform as part of the project. It comprises of the following component parts listed in Table 4.

IBM Part Number

Product Name

D559HLL IBM WebSphere DataStage Enterprise Edition 4 Base Processor License + SW Maintenance 12 Months

D59B3LL IBM WebSphere QualityStage Enterprise Edition 4 Base Processors License + SW Maintenance 12 Months

D59A0LL IBM WebSphere ProfileStage Enterprise Edition 2 Base Processors License + SW Maintenance 12 Months

D5982LL IBM WebSphere DataStage Pack for SAP R/3 Server License + SW Maintenance 12 Months

Oracle Database Server

Table 4: Data Integration platform software components.

7.3 Specially Written Software

Each ETL job required to load the Customer Identification database will need to be designed and built.

ETL jobs to migrate data from the Northgate Front Office:CRM instances will need to be designed and built.

The Customer and Property master record definition and data matching rules will need to be designed and built in arcIndex™.

The plan presented in this document has been based on the assumption that there is quality design documentation to describe the data model of the source and target systems.

7.4 Technical Infrastructure

Development, Test and Production environments will be built for the Customer Identification project. There is no Disaster Recovery environment and it is assumed that no resilience is required. To support the Development, Test and Production environment we assume that the Council has suitable workstations as well as Test and Production environments for the databases of source




applications. It is also assumed that a SAN will be available for storage in Production as part of the core ISiS operational capability. SAN storage capacity will be determined during initial project stage. An overview of the target infrastructure is shown in Fig 8.

All application servers (blue in Fig 8) will be IBM x3550’s; 2 x Dual Core Intel Xeon CPUs, 4Gb RAM, Local Storage to be determined. Each will be running Microsoft Windows Server 2003.

Database servers (solid pink in Fig 8) will be IBM p550 servers will be IBM p555A; 2-way CPU, 12Gb RAM, Local Storage to be determined. Each will be running AIX 5.3.

Not presented in the diagram is the Configuration Management server in the development environment. This is required to ensure all project artefacts are correctly managed through the project lifecycle.

Figure 8: Customer Identification Infrastructure

Table 5 gives a logical description of the software stack required on each of the servers named in Fig 8.

Logical Server

S/W Components

DevtInd01 Development Index Server 1

arcIndex, Oracle Database, WebSphere Quality Stage

DevtDtI01 Development Data Integration Server 1

WebSphere Data Stage Server

DevtDtP01 Development Data Profile Server 1

WebSphere Data Profile Server

TestInd01 Test Index Server 1

arcIndex, WebSphere Quality Stage






Logical Server

S/W Components

TestDtb01 Test Database Server 1

Oracle Database

TestDtI01 Test Data Integration Server 1


ProdInd01 Production Index Server 1

arcIndex, WebSphere Quality Stage

ProdDtb01 Production Database Server 1

Oracle Database

ProdDtI01 Production Data Integration Server 1


Table 5: Logical software stack for newly deployed servers


8 Appendices

8.1 Customer Identification Engagement Model

An overview of the planned engagement model for the Customer Identification project is given below in Fig 9 with key activities in each phase discussed as s follows.

Figure 9: Customer Identification Project Engagement Model

Solution Start-up

Conduct a Project Definition and Method Workshop to confirm end to end project structure, scope and deliverables.

Engage stakeholders and induct core project team

Plan & Solution Design

Plan project and instantiate project control systems and processes.

Engage data owners and gather data requirements.

Conduct initial data analysis workshops to outline logical data model.

Create Outline Architecture to describe target solution and capture functional and non-functional requirements

Engage runtime services to gather support and handover requirements.

Outline migration strategies and implementation plan.

Develop Quality Plan.






Micro Design

Profile test data sources and create Data Interface Specifications for source to target mappings.

Design Data Integration and Migration programmes.

Handle plan and design exceptions

Build

Build Data Integration and Migration programmes.

Create Index data structure.

Run Build data loads and handle matching exceptions.

Prepare for testing.

Build test and live environments.

Confirm migration plan with the business.

Confirm hand over planning to live support.

Test

Perform development testing.

Perform system testing and operational tests.

Perform User Acceptance Testing

Implement

Initiate hand over to live support.

Migrate data to live environments according to migration and hand over plan.

Run true data loads into Index and handle exceptions.

Solution Close

Capture project results.

Harvest reusable assets.

Archive engagement.


8.2 Key Steps in Creating the Customer Identification Database

Fig 10 shows the generic key steps of a Data Integration project. These will form the backbone for our approach to developing the Citizen Identification database.

Figure 10: Key Steps in a Data Integration project

Profile & Analyse

Using WebSphere ProfileStage™ source systems are analysed and profiled. The following analyses can be performed given a description of the source tables.

Column analysis to identify the use of data across source tables.

Table and Primary Key analysis to identify primary keys or foreign keys and database optimisations that may involve table structure decisions in the target system.

Cross Table analysis to indicate primary and foreign key relationships and the presence of redundant data.

Relationship analysis to identify formal relationships between tables.

Normalise & Generate Mappings

Existing data sources were often designed and optimized for one purpose. When trying to reuse that data source for enterprise integration purposes, it is often a good idea to create a well-normalized target database and integration processes to populate it from the existing source. Such a normalized database eliminates data redundancies and many data anomalies, facilitating further data integration and enterprise use.




During the Profile and Analyse stage a Data Specification can be built which describes the source databases that are mapped into a target database and how those mappings occur by including the required transformations and functions.




Create Data Model

After creating the Data Migration Specification, WebSphere ProfileStage™ can generate the initial pass at the code to create the target systems. After creation of the target database in WebSphere ProfileStage™, the product can generate the DDL that can be used to create the physical tables and columns in a relational database such as Microsoft SQL Server, IBM DB2, or Oracle. Another option is to generate the DDL in XML format and display a formatted report in a Microsoft Internet Explorer browser.

ETL Job Creation

After creation of a specification, WebSphere ProfileStage™ can generate a job for WebSphere DataStage™.

Investigate

WebSphere QualityStage™ can be used to assess the content of source data. This capability parses, classifies, and analyzes patterns in source data and operates on both single-domain data fields and free-form text fields.

The Investigation Stage looks at each record field by field, analyzing the data content of the selected fields. This stage parses free-form text fields into individual tokens providing visibility to each data token and the pattern of the tokens. During the Investigation Stage, WebSphere QualityStage™:

Uncovers trends, potential anomalies, metadata discrepancies, and undocumented business practices

Identifies invalid or default values

Reveals common terminology

Verifies the reliability of fields proposed as matching criteria

Standardize

Standardizing the data ensures that each data type has the correct and a consistent content and format. During the Standardization Stage WebSphere QualityStage™:

Creates fixed-field, addressable data with correct business values

Facilitates effective matching by providing the highest quality data input possible

Enables output formatting because all the source data is “addressable” as fixed fields

To correctly parse and identify each element or token, and place it in the appropriate field in the output file, the Standardization Stage uses rule sets that meet conventions of a specific type of data. Additionally, this Stage’s rule sets can standardize the representation of any data and append additional information from the input data, such as gender.

Matching

Obtain the best match results the standardized data output from the Standardization stage is the input to the Match stage. The results from a Matching Stage become input for the additional data re-engineering steps, which






often include survivorship, formatting, transfer and database load/update. Data matching is utilized to find records in a single data source or independent data sources which refer to the same entity (such as a person, organization, location, product, material, etc) regardless of the availability of a predetermined key. arcIndex™ uses an enhanced set of WebSphere Quality Stage™ matching rules which are customised to the individual needs of the source system and business to create the candidate matching results.

Survivorship & Indexing

From the candidate matching results arcIndex™ creates a ‘best record’ from all available information. Survivorship and formatting ensure that the best available data survives and is correctly prepared for the target destination.


8.3 WebSphere Customer Center

WebSphere Customer Center™ is the recognized leader in Customer Data Integration (CDI) based on its superior functionality and product architecture. WebSphere Customer Center™ is designed to be a system of record for customer data and to provide the master copy of customer information to operational systems. WebSphere Customer Center™ is a real-time, service-oriented business application designed for transaction processing. WebSphere Customer Center™ has proven performance in production environments, and has the largest benchmark and scalability test for a CDI solution with a customer database of over 100 million customers and transaction throughput of 600,000 transactions per hour, with an average response time of 120 milliseconds. WebSphere Customer Center™ is a flexible solution that can accommodate customizations and extensions, while maintaining the core product for future upgrades.

Unlike proprietary solutions, WebSphere Customer Center™ is deployed with open and commercially available platforms (application servers, RDBMS, integration and workflow solutions) and all product extensions are built using industry-standard development tools. This open and flexible approach means that WebSphere Customer Center™ has the lowest total cost of ownership of CDI solutions. WebSphere Customer Center™ is a componentized solution that supports many deployment options. It may be integrated with existing sources of operational or offline customer data (e.g., data warehouses) to provide a single, operational customer view over those existing systems. WebSphere Customer Center ™ may also be used to augment existing customer systems with new customer data, such as privacy and preference profiles, multi-channel interaction history, rules of visibility/entitlements, and event management, among others. WebSphere Customer Center ™ is the leading CDI solution due to its industry leading functionality, unique service-oriented architecture, impressive performance and benchmarking statistics, componentized design and flexibility in deployment and implementation, and the fact that it is built on a leading technology platform. WebSphere Customer Center ™ is a service-oriented and neutral customer data integration hub that processes customer data transactions across all channels and systems in real-time. WebSphere Customer Center ™’s business services may be integrated with existing business applications via multiple interfaces. The product interfaces with existing application-to-application integration technologies, including message queues and Enterprise Application Integration (EAI) suites and Business Process Modelling (BPM) tools. WebSphere Customer Center ™ may also be integrated with other applications using database-to-database integration solutions, such as Extract Transform, and Load (ETL) tools or Enterprise Information Integration (EII) tools for data retrieval from other systems.

WebSphere Customer Center ™ Key Technology Differentiators

Service-oriented architecture

From its initial product release, WebSphere Customer Center ™ was designed as a service-oriented application and has embraced a service-oriented architecture. WebSphere Customer Center ™ today has more than 480 java business services that are accessible via multiple interfaces. WebSphere Customer Center has adopted a service-driven design approach, as opposed to a data-driven design approach; this means that services are designed from the point of view of the functionality and processes that business applications require. WebSphere Customer Center has a different definition of ‘business services’ than other CDI




alternatives, and WebSphere Customer Center’s proven approach to delivering business services results in a lower total cost of ownership.

Flexible and open solution

WebSphere Customer Center ™ is designed as a core 'black box' product that contains multiple extension and customization methods. This enables organizations to customize and extend the behaviour of the core product without changing the source code. Customizations can be made in variety of ways. Clients may define entities and relationships using code table values. Custom business logic may be written using the business rules engine, data validation engine, other external rules (e.g., java code rules), or rules of visibility/data entitlement rules. New services may be defined using the composite transaction framework. Extensions and additions may be generated using the extension wizard toolkit. All product customizations are forward-compatible with the core product, allowing clients to upgrade the core product.

Performance, scalability, and efficiency

WebSphere Customer Center ™ has proven benchmarking numbers for performance and scalability. On a 100 million record customer database, WebSphere Customer Center ™'s average transaction response time was 124 milliseconds, with a transaction throughput of 165 transactions per second (600,000 per hour). WebSphere Customer Center ™ has proven linear scalability, enabling performance improvements through clustered environments.

Neutral Customer Management Component

WebSphere Customer Center ™ is a service-oriented CDI solution, enabling it to be neutral to front and back office systems and processes. Neutrality is important; business services must be designed to serve all business applications, not a single application suite. This allows organizations to manage front and back office systems and cross-application business processes independently. The logical object model for WebSphere Customer Center ™ is shown in Fig 11 which places the Customer at the centre of the model as Party thus supporting both the Person and Organization.





Figure 11: WebSphere Customer Center™ core Logical Data Model

Leading technology & open architecture

WebSphere Customer Center ™ is built with leading technology such as web services enabled J2EE (EJBs) and XML. This technology platform is open and componentized. WebSphere Customer Center ™ leverages existing technology infrastructure, such as application servers, RDBMS, and integration hub applications (EAI). It is designed to support multiple message standards and methods.

Componentized Design Enables Deployment flexibility

WebSphere Customer Center ™ may be complimentary to existing customer data systems. WebSphere Customer Center ™ may be implemented in a componentized manner (specific customer data components may be used). It also contains integration functionality to link to other sources of customer data.

Multiple Interfaces to Access Business Services

WebSphere Customer Center ™ supports multiple real-time (XML, web services, JMS-MQ, etc) and batch interfaces, which enables it to be integrated with existing applications and business process management tools more quickly.


Citizen Index Project (Final) REDACTED

Documents

northgate

websphere

back office

citizen identification

customer identification

form text

customer identification

party information