Strategy for Information Management Barry Williams Principal Consultant Database Answers Ltd. July 10th. 2012
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Strategy for Information ManagementBarry WilliamsPrincipal ConsultantDatabase Answers Ltd.July 10th. 2012
Business Model
Access Channels Service Delivery
Marketing Finance HRICT
Front office
Organisation supports the customer-facing elements
Customers
Partner Organisations
Chief Exec
Back office
ProcessSupportSystem
ProcessSupportSystem
CRMCRM ERDMSinc Search
ERDMSinc Search
PortalPortal
CorporateSystem
CorporateSystem
LOBSystem
LOBSystem
LOBSystemLOB
System
ET
L L
ayer
ET
L L
ayer
Information Bus
ChannelEnablersChannelEnablers
Meta Data RepositoryMeta Data Repository
CustomerInsight &
FraudDetection
CustomerInsight &
FraudDetection
WCMSSearchWCMSSearch
DataMartDataMart
CorporateSystem
CorporateSystem
ET
L L
ayer
ET
L L
ayer
EnterpriseData
Warehouse
EnterpriseData
Warehouse
EnterpriseData
Warehouse
EnterpriseData
Warehouse
ODS
LOBSystem
LOBSystem
CorporateSystem
CorporateSystem
ClientUI
ClientUI
ClientUI
ClientUI
ClientUI
ClientUI
ClientUI
ClientUI
On
line
On
line
Re
gist
ryR
egi
stry
Dir
ect
Dir
ect
Ce
ntre
Ce
ntre
BusinessActivity
MonitoringDashboard
BusinessActivity
MonitoringDashboard
Inte
rna
lIn
tern
al
Sta
tuto
ryS
tatu
tory
Corporate MIS &
PerformanceManagement
Corporate MIS &
PerformanceManagement
DataMartDataMart
DataMartDataMart
WCMSWCMS
Lin
e o
fB
usin
ess
Lin
e o
fB
usin
ess
Re
spo
nse
Ser
vice
Re
spo
nse
Ser
vice
ServiceDelivery MIS
ServiceDelivery MIS
Un
ive
rsal
ICT
S
yste
ms
Service Oriented Architecture : Components
Portal / Application User Interface
Content Management
System
Knowledge managemen
t system
Technology
Data Warehouse
CorporatePerformanceManagement
Electronics Records
& Document Management
System
Metadata Repository
Enterprise Search Engine
Line of Businesssystems
Corporate Systems
Management Information
Systems
Records Management
Policy
Enterprise data
warehouse data model
Enterprise Data Model
Standards
Information Taxonomy
Application data
models
ConceptualInformation
Model
Data Processing Guidelines
MetadataSchema
Content LifecycleDesign
Information Access
IM Specialists
Business Information Stewards
Web Content Authors
Archivists
Information Scribes
Data Modellers
InformationTaxonomist
Information Architect
Information Management
Model
Information Access
A Strategic Information Architecture
Conceptual Information Model
Person
Organisation
Partnermanageme
nt
PARTY
Geographic Address
Electronic Address
LOCATION
Telephone
EVENT
Property
Equipment
ASSET
Documents
Knowledge
SERVICE CATALOGUE
Services
Price
AGREEMENT
Contracts
Policy
Enterprisemanageme
nt
Payments
Knowledgemanageme
nt
Service Delivery
Service Charge
Information Provision
SERVICEFinancial
Management
Performance
Management
Customermanageme
nt
ServicePortfolio
Case Manageme
nt
Assessmentframework
Overview of a Logical Data Model
Case
Party Finance
Agreement
Agreement
CommunicationProgramme
Location
Reservation
Service
Service_Request
Party- Organisation- Person
Party_Agreement
Party_Contact
Campaign
CampaignEvent
Case
Case_Event
Geographic_Address
Account
Party_Activity
Party_Reservation
Party_Address_Occupancy
Finance
Account
Accounting Transaction
Service CatalogueService Delivery
Information Management Group
The central team comprises:
1 Data Security and Policy Manager1 Records Manager1 Data Architect1 Head of GIS2 Geographers1 LLPG Custodian1 Compliance Administrator (FOI)3 Business Information Analysts
Information Management Policy Framework
Corporate Information Management Policy
Security of information
Access to Information Management of Information
Corporate Information
Security Policy
Data Protection
Policy
Freedom of Information
Policy
Corporate Information
Sharing Protocol
Records Management
Policy
Supporting Security Policies
EDRMSPolicy
Organisational
Technical
Operational
Regulation of Investigatory
Powers
Re-use of Public Sector Information
regulations
Environmental Information
Regulations (EIR)
Standards: Information Security & Records Management
•ISO 27001 Information Security Management System•BS ISO 15489 Information and documentation. Records management.•Codes of Practice from The National Archives & Records Management Society
Standards: Access to Information
•Freedom of Information Act 2000•Environmental Information Regulations 2000•Associated codes of practice
on the discharge of public authorities' functions
on the management of records•Guidance from IC & DEFRA
Standards: Data Protection
•Data Protection Act 1998 •Associated codes of practice
CCTV guideEmployment Practices Code
Standards: EDRMS
•E-GMS Metadata Standards•Integrated Public Sector Vocabulary (IPSV) for subject element of metadata element of metadata •Local Government Service List (PID list) for web & CRM services
Government Drivers
•Transformational Government IEG•Performance Targets: CPA•Shared services
–ESCR–Local Information sharing protocols
CRM/ EDRMS/CMS development•Service area business needs•Customer focus•Expert roles:
Records Manager Business analysts
Taxonomists
Data Architect
IT support
Strategic Approach
• Developing a corporate wide approach to managing information as an asset (i.e. the people, processes, models and standards) must be put in place
• Developing Business Information standards e.g. hold information once in one place, update information in one place
• Legal compliance (The Freedom of Information Act, Data Protection Act, Environmental Information Regulations)
• Support the roll-out of CRM
• Support the aim for 80% of all enquiries to be resolved at the first point of contact
How is information gathered?
• Utilise information expertise in service areas e.g. appoint Business Information Stewards
• Use existing documentation/information e.g. Business Design work
• Approach according to a business determined prioritisation list
• Use appropriate tools and structured templates to gather/utilise information e.g. Business Information Template
• Provide guidance & support throughout the project e.g. specific guidance on completing the Business Information Template
• Use new technology to enable effective information access and management – Content Management System, document management system
1. Create a structured template to hold core data for:
– Web content (Primary Info Source)
– Business Support Pages (CMS)
– CRM system
2. Appoint ‘Business Information Stewards’ in each service area
3. Manage information via centralised Business Information Team
‘Funnel’ information in via ONE route
Using a ‘Business Information Template’ for Business Information Gathering
Business Information Stewards – the role
• Information Stewardship can be defined as “the willingness to take ownership of a defined set of business information”
• In order to achieve this, the information stewards must have a good comprehension of the the day to day business operations
• Understand the information held in the service area
BIS Role - Continued
Role/Requirements:• Must have access to the information sources
within their service area• Ensure that the information required is
provided in a timely fashion delegating to information experts where required
• Responsible for collating information on the BI template and ensuring information gathered is correct and that it can be understood by a layman e.g. NO acronyms or other terms that require specialist knowledge.
What do we do with the information?
The BI Team will consolidate the information supplied to be used/formatted for multiple audiences. These include:
• All business information is placed on organisation’s Web Site
• Customer Services – The BI Team create Business Support Pages in the Content Management System. These pages are used by the Customer Services staff to obtain information about the services.
• Marketing – Ensure forms and published literature is corporately branded
• BI Team – will consolidate an A-Z literature list (forms, schedules)
• BI Team – will make recommendations to improve processes, identify and agree front-line processes and hand-off points
Conclusions
• A long-term View• Requires Commitment to the Vision
– Directors– Managers– Operational Staff
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