The impact of poor data management Sarah Brown

Things have changed… Departmental silos Need to be accessible and relevant E Government. Joined up Government

Relevance E.g housing, leisure, health, social services>>>>

Ten years ago we told them they were going to have red doors and they had red doors. Now we consult about everything. A Housing Officer

The vision Delivering the best treatment to each service user at the right time through the most suitable channel at the appropriate cost: a citizen- centric approach with efficient and effective service delivery

Data issues Accuracy Completeness Relevance Up to the minute Not used inflexibly.

Strategic difficulties Multiple systems No overall responsibility No data strategy Multiple channels of collection Lack of senior management buy-in Lack of personnel / technology / budget Training and cultural issues

The costs of poor data Your image Annoyed service users Failure to maximise opportunity Poor service delivery /Inefficiency Operational inadequacy Competitive disadvantage Demoralised staff.

Big Danger This approach encourages the perception of customers as records, numbers, segments and service centres. I am not just a number

Effects of poor data Its frustrating when you call them up and they cant do the things you need over the phone Ive been with them over thirty years. I expect them to know a bit about me. Why the hell should I be even thinking I am interested in resident committees when they cant even get my name right? It makes you think, do I want to stick with this shower or what? I only ever get junk mail from the council which I am not interested in When I rang to follow up my crime report nobody knew what I was talking about.

1998

Your Charter Respect service users rights to privacy Discretion is vital in building confidence You must offer explanations, reassurance and honesty

Dear Sir/Madam, I recently got an from a man in prison. I dont know anybody in prison, but he seemed to know a lot about me! I have found out that he got my name and address from a computer disk I had used at college. I had entered a lot of personal information on the disk as part of my course. My tutor used the same disk to teach the course in prison. What should I do? Yours, Worried

The Eight Principles (1-5) Data must be: 1. Processed fairly and lawfully 2. Obtained only for specified and lawful purposes 3. Adequate, relevant and not excessive 4. Accurate and, where necessary, kept up-to-date 5. Kept for no longer than necessary

The Eight Principles (6-8) 6. Processed in accordance with the rights of data subjects under the Act 7. Safeguarded against unauthorised or unlawful processing and against accidental destruction or damage 8. Retained wholly within the EEA unless adequate protections apply in the receiving territory

Are we?

QA