OASIS – Customer Information Quality (CIQ) January 2004 John Glaubitz Member, OASIS CIQ TC

CIQ TC Customer Information Standards Extensible Name and Address Language (xNAL) Extensible Name Language (xNL) to define a customer’s name (person/company) Extensible Address Language (xAL) to define a customer’s address(es) Extensible Customer Information Language (xCIL) for defining a customer’s unique information (tel, , account, url, identification cards, etc. in addition to name and address) Extensible Customer Relationships Language (xCRL) to define customer relationships namely, person to person, person to organisation and organisation to organisation relationships “x” in xNAL, xCIL, and xCRL means “extensibility” of the standards

Name and Address Complexity The most complex “customer” data, but the most important data for customer identification Can be represented in many ways, but still could mean the same Very volatile - names and addresses change often Often cluttered when recorded Varies from country to country as it is closely associated with the geography, culture, race, religion, language, etc Addresses of 241+ Countries Represented in 5,000+ languages With about 130+ Address Formats With about 36+ Personal Name formats

xNAL: Goals Application/Domain Independent Truly “Global” international specification Flexiblity in design to help any simple application (eg. Simple user registration) to complex application (eg. Address parsing and validation) to use xNAL to represent customer name and address data Follow and adopt XML industry standards (eg. XML 1.0, W3C Schema, W3C DTD, etc) and not vendor specific XML standards (eg. XDR Schema) Open and vendor neutral

Application Independency The CIQ standards will not be specific to any application/domain, say, Postal services, Mailing, CRM, Address Validation, etc The CIQ Standards will provide the customer data in a standard format that can be used by any application to do further work with the data Any domain specific standard group, say, Postal services, can use CIQ standards and build their own standards on top of it that is specific to its postal business Any domain specific application can use CIQ standards and build applications around it that meets its business requirements

Design Approach / Methodology Designed by people with several years of experience in International Name and Address data management and its applications (Postal services, CRM, Parsing, matching, validation, DW, DM, Single Customer View, CIS, etc) Initially used the Name and Address XML Standard of MSI Business Solutions and Global Address XML Standard of AND Solutions Collected and used valuable inputs from other name and address standard initiatives around the world Collected and used inputs from real world users, applications and experts (eg. Graham Rhind of Global Address Database) of name and address data Conducted a detailed analysis and modeling of international name and address data The development of xNAL took about 2 years and is still evolving

Address Use Level Defined –Level 0 = handwritten postal address – machine parsed –Level 1 = “last line” - city, state, zip+ (postal code) or foreign country –Level 2 = in country simple postal address – concatenated delivery address line(s) –Level 3 = extended postal address – advanced features »3A = Non-address - business volume (bulk) »3B = delivery address field s (atomic) –Level 4 = Rendering only - external or business to business use, e.g., shipping / delivery/bill to/marked for/in care of –Level 5 =management – advanced features »5A = internal management »5B = international management

Address Horizontal and Vertical Authoritative Source & Use Matrix A = Government (Domestic) B = Vendor C = International Organization D = Customer E = Consortiums D A B, D, E A C & A Top = Authoritative source Bottom = User and Implementers A, B D B, E A, B, C, E A, C, E

xNAL: Flexibility in Design 23 Archer Street Chatswood, NSW 2067 Australia Option 1: 23 Archer Street Chatswood, NSW 2067 Australia Example: Adhoc/Simple user registration, etc

Option 2: Australia NSW Chatswood Level 12, 67 Albert Avenue 2067 Example: Call Centre, user registration on web, etc

Option 3: Australia NSW Chatswood 23 Archer Street 2067 Example: Address Database Indexing and Searching, etc

Option 4: Australia NSW Chatswood <Thoroughfare Type=“Street” NumberType=“single”> 23 Archer Street 2067 Example: Address Parsing/Validation, Data Quality, etc

xCIL Represents Other Customer Information – extends xNAL Customer : A Person or an Organisation (Organisation: Company, not for profit, Consortiums, Groups, Government, Clubs, Institutions, etc) Only concentrates on customer-centric information that helps to uniquely identify a customer (NOT data such as transactions) Does not concentrate on privacy issues, security, messaging, transportation, etc. Application independent, open and vendor neutral Flexibility for simple representation of data to detailed representation of the data depending upon the need

xCIL: Supported Customer-Centric Information - Name details- Occupation details - Address details- Qualification details - Customer Identifier- Passport details - Organisation details- Religion/Ethnicity details - Birth details- Telephone/Fax/Mobile/Pager details - Age details - /URL details - Gender- Account details - Marital Status- Identification card details - Physical Characteristics- Income/tax details - Language details- Vehicle Information details - Nationality details- Parent/Spouse/Child details - Visa details - Reference Check details - Habits- Qualification details - Occupation details

xCRL Extends xCIL and xNAL by defining relationships between two or more customers First XML Standard in industry for managing Customer Relationships Helps ease existing complex integration between CRM systems/software and with back-end systems Only concentrates on Customer to Customer Relationships Does not concentrate on privacy issues, messaging, transportation, security, etc. Application independent, open and vendor neutral Flexibility for simple representation of data to detailed representation of the data depending upon the need

xCRL – Types of Relationships Person to Person Relationships Household relationships, Contact/Account Management, Personal and Business relationships, Organisation structure, etc Person to Organisation/Group Relationships Business relationships (eg. “Doing Business As”, member of, employee-employer, business contacts, etc) Organisation/Group to Organisation/Group Relationships Parent-Subsidiary relationships, Head office-Branch relationships, Partnership relationships(eg. Alliance, Channel, Dealer, Supplier, etc), “member of” relationships, “Trading As”, “In Trade for” type relationships, etc

Evolution of CIQ Standards xNAL xCIL xNLxAL xCRL MSI’s Universal Name and Address Standard (UNA) + Name and Address Markup Language (NAML) AND Solution’s Global Address XML Standard MSI’s Customer Identity Markup Language (CIML) MSI’s Customer Relationships Markup Language (CRML)

Ontological Registry Concept Geographic Area Geographic Sub-Area Country Country Identifier Country NameCountry Code Short Name ISO Character Code ISO Character Code Long Name Distributor Country Name Mailing Address Country Name ISO Numeric Code FIPS Code

Example of Common Content Country Identifier Data Elements DZ BE CN DK EG FR... ZW ISO 3166 English Name ISO Numeric Code ISO Alpha Code Algeria Belgium China Denmark Egypt France... Zimbabwe Name: Context: Definition: Unique ID: 4572 Value Domain: Maintenance Org. Steward: Classification: Registration Authority: Others ISO 3166 French Name L`Algérie Belgique Chine Danemark Egypte La France... Zimbabwe DZA BEL CHN DNK EGY FRA... ZWE ISO Alpha Code Algeria Belgium China Denmark Egypt France... Zimbabwe Name: Country Identifiers Context: Definition: Unique ID: 5769 Conceptual Domain: Maintenance Org.: Steward: Classification: Registration Authority: Others Data Element Concept

CIQ Specifications - Customers (Implemented/Implementers/Interested) Vendors (e.g. Information Quality, XML, CRM) Consortiums XML Standards Groups (e.g. UBL, Election Services, Human Markup, etc) Governments (e.g. UK/NZ/AUS e-government, Defense) Publications Industry Solution Providers Telecommunications Industry Standard Groups Private/Public Organisations Partial list of users of the CIQ specifications:

A Message from the CIQ Chairman The important thing is the true "global" nature of the schemas. Organisations use name and address and other customer data for various purposes and this includes tax. For true interoperability to occur, the customer data has to be represented on a single "standard" that can be used as the basis to cover various applications that use the customer data. CIQ specifications have been designed to precisely do this. CIQ specs have been used by various applications ranging from simple web site registration to e-government. In addition, CIQ specs have been used by UBL. Rather than looking at the short term view of using a customer spec that is very specific and is not truly global, TaxXML should look at the long term usefulness of its specs, that will hopefully be "the" specs for Tax around the world. This is where CIQ specs fit very well with the tax XML goals. - Ram Kumar

Further Information about CIQ (specs., schemas, examples, publications, press releases, presentations, etc – All free downloads)