Strategy for Information Management Barry Williams Principal Consultant Database Answers Ltd.

Business Model Access ChannelsService Delivery MarketingFinanceHRICT Front office Organisation supports the customer-facing elements Customers Partner Organisations Chief Exec Back office

Process Support System Process Support System CRM ERDMS inc Search ERDMS inc Search Portal Corporate System Corporate System LOB System LOB System LOB System LOB System ETL Layer Information Bus Channel Enablers Channel Enablers Meta Data Repository Meta Data Repository Customer Insight & Fraud Detection Customer Insight & Fraud Detection WCMS Search WCMS Search Data Mart Data Mart Corporate System Corporate System ETL Layer Enterprise Data Warehouse Enterprise Data Warehouse Enterprise Data Warehouse Enterprise Data Warehouse ODS LOB System LOB System Corporate System Corporate System Client UI Client UI Client UI Client UI Client UI Client UI Client UI Client UI Online Registry Direct Centre Business Activity Monitoring Dashboard Business Activity Monitoring Dashboard Internal Statutory Corporate MIS & Performance Management Corporate MIS & Performance Management Data Mart Data Mart Data Mart Data Mart WCMS Line of Business Line of Business Response Service Response Service Delivery MIS Service Delivery MIS Universal ICT Systems Service Oriented Architecture : Components

Portal / Application User Interface Content Management System Knowledge managemen t system Technology Data Warehouse Corporate Performance Management Electronics Records & Document Management System Metadata Repository Enterprise Search Engine Line of Business systems Corporate Systems Management Information Systems Records Management Policy Enterprise data warehouse data model Enterprise Data Model Standards Information Taxonomy Application data models Conceptual Information Model Data Processing Guidelines Metadata Schema Content Lifecycle Design Information Access IM Specialists Business Information Stewards Web Content Authors Archivists Information Scribes Data Modellers Information Taxonomist Information Architect Information Management Model Information Access A Strategic Information Architecture

Conceptual Information Model Person Organisatio n Partner manageme nt PARTY Geographic Address Electronic Address LOCATION Telephone EVENT Property Equipment ASSET Documents Knowledge SERVICE CATALOGUE Services Price AGREEMENT Contracts Policy Enterprise manageme nt Payments Knowledge manageme nt Service Delivery Service Charge Information Provision SERVICE Financial Manageme nt Performanc e Manageme nt Customer manageme nt Service Portfolio Case Manageme nt Assessment framework

Overview of a Logical Data Model Case Party Finance Agreement CommunicationProgramme Location Reservation Service Service _Request Party - Organisation - Person Party_Agreement Party_Contact Campaign Campaign Event Case Case _Event Geographic_Address Account Party_Activity Party_Reservation Party_Address _Occupancy Finance Account Accounting Transaction Service Catalogue Service Delivery

Information Management Group The central team comprises: 1 Data Security and Policy Manager 1 Records Manager 1 Data Architect 1 Head of GIS 2 Geographers 1 LLPG Custodian 1 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 EDRMS Policy Organisational Technical Operational Regulation of Investigatory Powers Re-use of Public Sector Information regulations Environmental Information Regulations (EIR)

Standards: Information Security & Records Management ISO Information Security Management System BS ISO 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 guide Employment 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