Ing Belgium - How to keep your data quality in top shape - Data Quality Summit 2008


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Ing Belgium - How to keep your data quality in top shape - Data Quality Summit 2008

  1. 1. How to keep your data quality in top shape Hubert Lissens & Frank Yseboot ING BELGIUM
  2. 2. ING: a financial group present worldwide 120,000 employees in more than 50 countries
  3. 3. Organisational structure ING Retail Wholesale OIB Support Payments Customer Data Channels Lending
  4. 4. Vertical Customer Data Customer Data Solution Delivery Service Delivery Requirement Mgt Delivery Team Operations team SPM
  5. 5. What where the challenges ? <ul><li>Provide a 360° view of a customer within ING Belgium </li></ul><ul><li>Insure fast and easy access to the master data (inquiry + update) for 5000 front-employees + organize update of contact data by the customer himself </li></ul><ul><li>Install a logical view of hard data able to support marketing strategy </li></ul><ul><li>Provide unique data input </li></ul><ul><li>Work paperless as much as possible </li></ul><ul><li>Convince product factories not to store customer data </li></ul>
  6. 6. An 80’s-ish statement… IT people look like they are coming from Mars and we think they should stay there (Peter Hinsen)
  7. 7. Our approach : a joint venture Step 1 : an intensive collaboration between Operations and IT to define roles & responsabilities Step 2 : involvement of business for sponsoring and committment Step 3 : creation of Customer Domain and dedicated value chain
  8. 8. Our approach : the basics Install a service-based environment, using a solid and reliable IT-architecture Define one single source of truth for party-related data ( customers, prospects, suppliers : in short every entity dealing with ING Belgium) Insure high quality data input using business rules to prevent pollution and 4-eyes principle for sensitive data update Stress the importance for keeping data up-to-date by all end-users
  9. 9. ING Belgium IT Architecture Party Information Management CSI Party Referential Services TACSY Application bus ... <ul><li>Sales Support </li></ul><ul><ul><li>Party Contact Mgt. </li></ul></ul><ul><ul><li>Opportunity & Action Mgt. </li></ul></ul><ul><ul><li>Customer Communications </li></ul></ul><ul><li>Product Support </li></ul><ul><ul><li>Commercial Prod. Assembly </li></ul></ul><ul><ul><li>Customer Agreement Mgt </li></ul></ul><ul><ul><li>Customer Order Mgt </li></ul></ul><ul><li>Marketing Support </li></ul><ul><ul><li>Analytical CRM </li></ul></ul><ul><ul><li>Campaign Development & Mgt </li></ul></ul>Marketing & Sales Support Services Internet ING Contact Center Self’Bank <ul><li>Branches </li></ul><ul><li>Contact Execution & Dialog Services </li></ul><ul><li>Operational Channel Mgt </li></ul>Channel Services Generic Production Services Account Management PAN/OAM ....... Claim handling Domestic Payments AIP/OVI/TMG ... FX / Moneymarkets Savings Mortgages Securities <ul><li>Payment Products </li></ul><ul><li>Direct Debits (DOM) </li></ul><ul><li>Recurrent Orders (DOP) </li></ul><ul><li>Checks (CHQ) </li></ul><ul><li>… </li></ul>Product Processing Services Risk Management Services Credit Risk Acturarial Risk Liquidity Risk ..... Finance Human Resources Facilities ..... Staff & Support Services
  10. 10. High quality data input and coherence check <ul><li>Data are updated where the info is collected (taking into account all access rules) using business rules and HI software </li></ul><ul><li>Automatic internal and external event propagation (e.g. a move, the decease of a person,…) </li></ul><ul><li>Automatic periodical processes (e.g. coming of age, a future address becoming effective,…) </li></ul>
  11. 11. New challenges in 2008 <ul><li>Changing of the ING Belgium business model towards a universal direct bank keeping the existing branches for specialised services (2/3 without cashier) </li></ul><ul><li>86 % of all financial transactions, service and info demands are already done through e-channels or call centre </li></ul><ul><li>Consequence : less informal face-to-face contacts which possibly could result in a degrading data quality </li></ul>
  12. 12. New challenges in 2008 <ul><li>Solution : working with external partner </li></ul><ul><li>to keep contact data up-to-date (address, phone, mobile, e-mail,…) and pre-verify identity of new internet customers </li></ul>
  13. 13. Must do’s to keep your DQ up-to-date ? <ul><li>Tight mail return follow-up </li></ul><ul><li>Public datasources usage </li></ul><ul><li>DQ-stewards performing a permanent controle on a maximum number of internal parameters (> 50) : e.g. age><product occupation><product family links >< civil status ….. </li></ul>
  14. 14. Who is Ronaldinho ?