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Information Governance for Smarter Government Strategy and Solutions


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Information Governance for Smarter Government Strategy and Solutions

  1. 1. May 24, 2012Information Governance for Smarter GovernmentStrategy and Solutions Information Agenda Information Management © 2011 IBM Corporation
  2. 2. Information ManagementWhy is Governance Important? Questions from Legislature  How many children under 15 also have children utilizing our services?  How many people over 100 years of age receive benefits?  How many indigenous people receive income support payments? Data Profiling by Business Intelligence department  Several one-year old children also had children  Number of people over 100 years of age exceeded the number of people from the national census  The percentage of indigenous people receiving income support payments was significantly lower than the average population Outcomes  Focus on Date of Birth and Race as critical data elements  People creating the mess (front office) were not the people consuming the mess (Business Intelligence)© 2011 IBM Corporation 2
  3. 3. Information Management The Information Challenge Is Only Making It Harder… An Explosion In Volume, Variety & Velocity Lack of Insight Inability to Predict 1 in 3 managers frequently make 3 in 4 leaders say more predictive decisions without information they need information would drive better decisions Volume of Digital Data Inefficient Access 1 in 2 don’t have access to the information across their organization needed to do their jobs “…40 exabytes of data created in 2008… more than created in the previous 5,000 years combined…” Variety of Information •Scope & Size of Data Sets • Complexity, Connectedness and Growth Rates • Context & Importance Of Integration Velocity of Decision Making© 2011 IBM Corporation Source: IBM Institute for Business Value 3 3
  4. 4. Information ManagementObjectives of an Information Governance Program Information Governance is the exercise of decision rights to optimize, secure and leverage data as an enterprise asset. INFORMATION GOVERNANCE People Process Technology Proactively leveraging information to unlock value and manage risk  Guide decision-making  Ensure information is consistently defined and understood  Increase the use and trust of data as an enterprise resource  Protect data and comply with regulatory requirements© 2011 IBM Corporation 4
  5. 5. Information ManagementSuccess requires governance across the “Information Supply Chain” Transactional & Collaborative Analyze Business Analytics Applications Applications Content Integrate Analytics Big Data Master Data Manage Cubes Streams Data Data Content Warehouses External Information Information Sources Streaming Information Governance Govern Quality Lifecycle Security & Standards Privacy ……a holistic approach© 2011 IBM Corporation 5
  6. 6. Information ManagementIBM’s thought leadership history in Information GovernanceThe IBM leading practice Information Governance Framework is composed of eleven disciplines ofgovernance across 4 distinct focus layers. Category Description The process by which data assets are qualified and 1 Value Creation quantified to enable the business to maximize value created by data assets.Requires 2 Data Risk Management The methodology by which risks are identified, qualified, quantified, avoided, accepted, mitigated, or transferred out. Methods to measure, improve, and certify that quality and 3 Data Quality integrity of production, test, and archival data. Manage a systemic policy-based approach to information 4 Information Life Cycle collection, use, retention, and deletion. Security / Privacy / Describe the policies, practices, and controls used by an 5 Compliance organization to mitigate risk and protect data assets. 6 Policy Policy is the written articulation of desired organizational Enhances behaviour. Describes the level of mutual responsibility between business and IT, and recognition of the fiduciary 7 Organization responsibility to govern data at different levels of management. Stewardship is a quality control discipline designed to 8 Stewardship ensure custodial care of data for asset enhancement, risk mitigation, and organizational control. The architecture design of structured and unstructured 9 Data Architecture data systems and applications that enable data availability and distribution to appropriate users.Supports The methods and tools used to create common semantic Data Classification / definitions for business and IT terms, data models, types, 10 Metadata and repositories. Metadata that bridge human and computer understanding. The organization processes for monitoring and measuring 11 Audit and Reporting the data value, risks, and efficacy of governance.© 2011 IBM Corporation 6
  7. 7. Information ManagementGood governance requires process and accountabilityIBM Information Governance Unified Process Define Obtain Conduct Build Business Executive Maturity Roadmap Problem Sponsorship Assessment Establish Build Create Understand Define Organization Business Metadata Data Metrics Blueprint Glossary Repository Govern Govern GovernGovern Data Govern Master Data Security & Lifecycle Quality Analytics Management Privacy Management Measure Results = Enable through Process = Enable through Process & Technology© 2011 IBM Corporation 7
  8. 8. Information ManagementWhere do we get started? Define Obtain Conduct Build Business Executive Maturity Roadmap Problem Sponsorship Assessment Establish Define Organization Metrics Blueprint Measure Results = Enable through Process = Enable through Process & Technology© 2011 IBM Corporation 8
  9. 9. Information ManagementObtain executive sponsorship Information Governance will only succeed if the process engages the right stakeholders from IT and the business Identify an owner of the Information Governance program – Processes will generally fail if it isn’t an owned responsibility Identify additional stakeholders – As a general rule, it is any function that relies on information for effective performance Establish the business case Focus on “quick hits”, measure outcomes and show success – Improve data quality to support better customer activities – Manage data lifecycle to reduce costs of storage – Monitor database activity to protect data and enhance compliance © 2011 IBM Corporation 9
  10. 10. Information Management Case Study: Information Governance over date of death and mailing address at a social services agency A social services agency found that: A number of individuals continued to receive payments, and did not inform the agency when a family member passed away. Because 20 different parts of the organization needed to be notified when a person died, it was always possible that a death would be “lost in the mix.” In addition, the agency knew that the quality of its customer mailing addresses was poor. As a result: The agency was paying extra fees to the postal service for returned mail. Because the location of an individual was a critical factor in the formula for income support payments, the agency was potentially over-paying persons who had moved but did not update their mailing address. Finally, the agency had to deal with privacy issues if letters were sent to the wrong address.© 2011 IBM Corporation 10
  11. 11. Information Management Case Study: Information Governance over date of death and mailing address at a social services agency The agency established an information governance program to: Improve the quality of data for just two attributes: date of death and mailing address. It created a special team that pored over newspaper records to identify deaths that had not been recorded in its systems. The team also used data quality tools to standardize mailing addresses. Finally, the team began to validate mailing addresses with a standardized list from the postal service. Because of these activities, the social services agency was able to reduce fraud and the costs of serving its constituents by a significant percentage.© 2011 IBM Corporation 11
  12. 12. Information ManagementEstablish Organizational Blueprint Define the Information Governance charter Define the organization structure for information governance Establish the Information Governance council Establish the Information Governance working group Identify data stewards Conduct regular meetings – Information Governance council – Information Governance working group“ Remember that when Information Governance roles are created, they should be explicitly made part of the job, and the individuals assigned to them must be accountable for their performance in those roles. Its not good enough to say ‘we know you have a day job, but wed like you to be responsible for this information as well’. Gartner Research, Q&A: Information Governance, Anne Lapkin, Debra Logan, Jan 19, 2011© 2011 IBM Corporation 12
  13. 13. Information ManagementOwnership of Information Governance Programs in Government • Social services agency – The data quality team, within the business integrity branch, had ownership for information governance. The data quality team developed a close working relationship with the information technology branch that acted as the data custodian. • Local child welfare services agency – The information technology team assumed ownership for the information governance program that had an intense focus on improving the privacy of sensitive data regarding child services. The objective was to hand over ownership of the program to the office of privacy once there was widespread organizational buy-in to the severity of the problem. • Provincial health system – The director of client registry was a newly created position with responsibility to establish a common patient master record across the province. The director was also accountable for the quality of data within the patient registry. • Veterans agency – The information committee was chaired by the deputy commissioner with representatives across the business. The data integrity sub-committee was responsible for data quality issues.© 2011 IBM Corporation 13
  14. 14. Information Management 2. Define your KPI’s and critical data element measurementsDefinefor metrics within 1. Plan Metrics 3. Discover location of your governance initiative critical data elements Data Governance Metrics Goal Oct Sept Aug July June May 2011 2011 2011 2011 2011 2011 (Baseline)Percent of customer duplicates in Unica 5% 9% 10% 11% 12% 13% 14%Percent of customer duplicates in Oracle 3% 4% 5% 7% 7% 8% 14%Percent of public domain email addresses Unica 13% 11% 13% 15% 18% 21% 23%Percent of non-validated email addresses in Unica 8% 10% 10% 11% 11% 12% 15%Percent of null bill-to email addresses in Oracle 2% 6% 8% 12% 15% 18% 22% 4. Develop rules for 6. Report periodic progress to the Data measuring data elements Governance Council. 5. Establish the acceptable threshold or goal with the Data Governance Council © 2011 IBM Corporation 14
  15. 15. Information ManagementProduct Mapping – Unified Governance Process Support Define Obtain Conduct InfoSphere Build Blueprint Business Executive Maturity Roadmap Director Problem Sponsorship Assessment Establish Build InfoSphere Create InfoSphere Understand InfoSphere Define Organization Business Information Metadata Data IBM Cognos Metrics Blueprint Glossary Analyzer / Repository Workbench DiscoveryInfoSphere InfoSphere Govern InfoSphere Govern GovernGovern Data InfoSphere IBM GovernInformation MDM Server / Master Data Security/& Optim Lifecycle Quality Optim Cognos Analytics Server Management Initiate Guardium Privacy Management Measure Results = Enable through Process = Enable through Process & Technology© 2011 IBM Corporation 15
  16. 16. Information Management Using the right tools – and using the tools right!© 2011 IBM Corporation 16
  17. 17. Information ManagementUnderstanding data qualityYou can’t manage what you don’t understand ?  Understand the structure and ? ? ? content of heterogeneous data ? ? ? ? ?  Apply business rules to test and ? ? ? verify data quality ? ? ? ? ? ?  Understand complex, poorly ? ? documented data relationships ? ? ? ? ? ?  Develop a shared understanding of the data you ? ? ? have ? Distributed Data Landscape  Discover the location and extent of sensitive data© 2011 IBM Corporation 17
  18. 18. Information ManagementGovernments must tame the chaos of their dataIt’s essential to cleanse your data then continually manage it to retain high quality What’s the Problem? – There’s too much information, and you can’t tell what’s important or reliable – Multiple versions of the truth lead to problems with regulatory compliance and problems managing customer, product and partner interactions – Lack of business agility to identify and take advantage of opportunities The Data Quality Challenge and Desired Outcome • Redundancies Complete & • Lack of standards accurate view • Unlinked records of information • Incorrect data© 2011 IBM Corporation 18
  19. 19. Information ManagementCase Study Security and Privacy at Child Welfare Agency  The department received a complaint from a relative who cared for a family member’s child.  On numerous occasions she requested that her home address, telephone number and other details about the child remain private. The complainant was concerned about the child’s parents’ criminal history, violence and drug use.  The complainant’s address details were included in documentation and sent to the child’s parents by the department. As a result, the complainant moved house because of safety concerns. She complained to the department which provided her with some financial assistance as a result of the move.  The complainant requested that her new address be recorded as ‘withheld’ by the department. However, the department failed to comply with this request.  The department subsequently sent documentation to the child’s parents which included the complainant’s new address details as well details concerning the child. The complainant requested compensation to cover the cost of insurance and security measures for her home, as well as increased rental costs.  The complainant’s payout was then reassessed and she was provided with a higher level of compensation.© 2011 IBM Corporation 19
  20. 20. Information Management Establish Metadata Repository to demonstrate the lineage of data© 2011 IBM Corporation 20
  21. 21. Information Management Metadata Every government entity struggles with the inconsistency of data definitions For example, a government health department had different hospitals in the same area using different testing codes for the same procedure In many cases, the proliferation of definitions is compounded by the fact that different pieces of legislation define the same term differently to achieve a multitude of social and economic goals (see case study) Case Study: Multiple definitions for “child” at a social services department A social services department had 14 different definitions for the term “child.” In some instances, the legislation would define a child as being under 16 years of age. In other instances, the legislation would define a child as being under 18 years of age to determine their eligibility for homeless benefits. The business glossary at the social services agency included all the 14 definitions of child along with a reference to the specific page in the legislation that defined the term.© 2011 IBM Corporation 21
  22. 22. Information Management Metadata Benefits A. Number of new applications per year 100 B. Number of hours by business analysts per application per year 200 C. Number of hours by data modelers per application per year 200 D. Average hourly cost of a business analyst $40 E. Average hourly cost of a data modeler $25 F. Total application development cost for analysts and data modelers $1,300,000 {(AxBxD)+(AxCxE)} G. Number of developer hours spent on data discovery per application 100 H. Average hourly cost of a developer $30 I. Total annual cost of data discovery (AxGxH) $300,000 J. Conservative savings from efficiency improvements based on a metadata 25% platform© 2011 IBM Corporation 22
  23. 23. Information Management Metadata Benefits (Cont’d.) K. IT savings from a metadata platform in year 1 (F+I)xH $400,000 L. Number of users of business reports 5,000 M. Total number of working hours per year 2,000 N. Percentage of time spent on reviewing reports 5% O. Percentage of report-viewing time that can be saved based on access to common 3% data definitions and data lineage P. Cost per hour of business users $50 Q. Business savings from a metadata platform in year 1 (LxMxNxOxP) $750,000 R. Total financial benefits to IT and the business from a metadata platform in year 1 $1,150,000 (K+Q)© 2011 IBM Corporation 23
  24. 24. Information ManagementDesignate Enterprise Master Data What is “Master Data Management”?  Disciplines, Technologies, Processes … … that accommodate, control and manage master data, across the organization SOURCE SYSTEMS MASTER DATA ENTERPRISE MANAGEMENT APPLICATIONS CRM Name: B. Jones INFORMATION Address: 35 West 15th Street Sales Address: Toledo, OH 12345 First: Bill Last: Jones ERP Name: William Jones Address: 35 West 15th Street Address: 35 West 15th St. Customer City: Toledo Address: Toledo, OH 12345 Support State/Zip: OH / 12345 Legacy Gender: M Name: Billie Jones Address: 36 West 15th St. Age: 50 Claims Address: Toledo, OH 12345 DOB: 1/1/65 Master Data Management – Foundational to Information Governance© 2011 IBM Corporation 24
  25. 25. Information Management Improve the quality of data to support citizen-centric initiatives Several state and local governments are implementing different flavors of “single view” initiatives. For example, some social services agencies provide a single view of all their services to the citizen. The objective is to allow caseworkers to view a person’s family history, financial information, employment background, and eligibility for programs such as food stamps and public healthcare. In another scenario, a single view of the client might be shared across divisions in a human services department so that services can be offered based on a “client-journey.” As a result, a single view of a homeless person might be tracked across employment services, housing services, complex needs, and disability. In yet another scenario, child services needs to ensure that children are paired with the appropriate caregivers and not exposed to individuals that might do them harm. These projects are typically quite challenging because most health and human services organizations need to collect data about their clients from service providers, other agencies, and non-governmental organizations. This data is often in different formats and requires information governance policies to link client data across silos.© 2011 IBM Corporation 25
  26. 26. Information ManagementData Volume and Storage Growth Are Cost Crisis and Risk DriverVolume and run rate costs are While information governance capabilities haven’tprobably doubling every 3 years improved – resulting in a vicious cycleRun Rate May Be Growing Faster than Budget Without capability to align how information is Storage OpEx stored with its value, you over spend and over 2008: 2014F ($ M) store Processes have not matured to reflect volume, including how we:  Define and execute legal holds and data collection  Communicate and execute retention schedules for electronic information  Ensure transparency and associate information duties and business value with information assets  Provision, decommission and dispose of dataHigh Risks & Mitigation Burden Unable to defensibly dispose of unnecessary data which just increases your costs and risks in a vicious escalation. © 2011 IBM Corporation 26
  27. 27. Information Management Very Simple Savings Proposition: Dispose of Unnecessary Data Hold & Collect Evidence Cost Reduction and Archive for Value & Dispose Risk Reduction The value of Retain Records & Dispose Defensible Disposal Dispose of Data Debris Change Your Data & Value Curve: A new definition of Archiving: Archiving is an intelligent process for effectively managing inactive, infrequently accessed, or currently unmanaged data, both structured and unstructured, while providing the ability to discover, search, and retrieve it during a specified retention period while it has value to the organization as a whole  and ideally, to defensibly dispose of it when it does not.27 © 2011 IBM Corporation 27
  28. 28. Information ManagementState and Local Government – Information Governance around ApplicationRetirement A. Number of applications to be retired 10 B. Number of technical staff assigned to maintaining each application 5 including developers, DBAs, and managers C. Annual cost per employee $60,000 D. Total employee cost for applications to be retired (AxBxC) $3,000,000 E. Annual cost of hardware and storage per application $50,000 F. Total hardware and storage costs for applications to be retired (AxE) $500,000 G. Total annual cost savings from application retirement (D+F) $3,500,000© 2011 IBM Corporation 28
  29. 29. Information ManagementProtecting data is both an external and internal issue Prevent “power users” from abusing their access to sensitive data (separation of duties) Prevent authorized users from misusing sensitive data Prevent intrusion and theft of data Prevent “power users” from abusing their access to sensitive data (separation of duties) Prevent authorized users from misusing sensitive data Prevent intrusion and theft of data Security makes it possible for us to take risk, and innovate confidently.© 2011 IBM Corporation 29
  30. 30. Information ManagementBusiness Benefits from Security and Privacy at a Government AgencyTop-level business benefits Reduce the risk of data breaches for structured data stored in various databases Improve regulatory compliance by implementing real-time database monitoring controls to identify policy violations and suspicious activity The agency identified two categories of quantifiable business benefits associated with the reduction of risk and operational costs.Quantifiable business benefits1. Five-year business case for risk reduction – Reduction of risk reduction of $10 million per year, or $51 million over five years – Return on investment was 1,195 percent – Payback in four months2. Five-year operational cost benefits – Reduction of total operational cost by $13 million – Return on investment was 230 percent – Payback in 10 months© 2011 IBM Corporation 30
  31. 31. Information ManagementNext Steps in Information Governance IBM Information Governance Council – Established Information Governance Council over five years ago – Developed Maturity Model for Information Governance leveraged by over 250 customers – Community now exceeds 1500 members – Join the community – Self assessment Free workshops and assessments For more information© 2011 IBM Corporation 31
  32. 32. Information ManagementResources: IBM Information Governance Workshop Focus is on four key disciplines 1. Data Quality 2. Information Lifecycle Management 3. Data Security & Privacy 4. Standards Workshop Components  Understand Business Objectives & Related Technical Challenges  Conduct an Information Governance Maturity Assessment  Create an Information Governance Roadmap  Quantify Cost Savings with a Business Value Assessment (BVA)© 2011 IBM Corporation 32
  33. 33. Information Management© 2011 IBM Corporation 33