Getting buy in

Getting buy in

Presented by: Rebecca Clayton Date: Tuesday 18th September 2007

www.qas.co.uk

?

?

?

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