IBM - Information governance and a 360 degree view of information

1. © 2015 IBM Corporation1
Noel Garry - IBM

2. © 2015 IBM Corporation2
IBM – Information Governance
and a 360 degree view of information
Noel Garry
IBM Insurance Analytics Leader - EMEA

3. © 2015 IBM Corporation3
IBM Big Data & Analytics
• $24bn investment
• 30 acquisitions ($17 billion)
• 15,000 analytics consultants
• 2,215 industry business partners
• 400 IBM mathematicians
• 40,000 client engagements
• 1,000 university partnerships
• 500 analytics patents p.a.
• 2/3rds of IBM research focused on data, analytics and cognitive
computing

4. © 2015 IBM Corporation4
1. DATA 2. ANALYTICS
Call Centre
Agent
Internet
Mobile
3. ENGAGEMENT
S U
I
E
Letter
Organise &
Manage the Data
Secure the Data
C T
I
The 4 Vs
X
WHY IBM
Wimbledon

5. © 2015 IBM Corporation5

6. © 2015 IBM Corporation6
The speed advantage
Capabilities that enable an organization to consume data faster
– to move from raw data to insight-driven actions –
are now the key differentiators to creating value using data and analytics
1
2
3
4
A solid majority of organizations are now realizing a return on
their big data investments within a year
Customer centricity still dominates analytics activities, but
organizations are increasingly targeting operational challenges.
Integrating digital capabilities into business processes is
transforming organizations
The value driver for big data has shifted from volume to velocity
Four transformative shifts occurred in 2014
Source: IBM Institute for Business Value, November 2014
http://www-935.ibm.com/services/us/gbs/thoughtleadership/2014analytics/

7. © 2015 IBM Corporation7
How do we define Customer Centricity
 Using customer analytics to drive cross-selling/up-selling
 Segmenting customers
 Improving the customer call centre experience
 Improving the customer web experience
 Improving the customer correspondence (letter, email, SMS, etc)
 Providing customers with access to their previous correspondence online (inbound & outbound)
 Building a social networking strategy for customers
 Identifying next best actions for each customer
 Implementing customer level underwriting
 Improving customer loyalty
 Improving the claims experience for customers
 Improving customer service levels
 Dealing with customer complaints more efficiently
 Providing customer bundled offerings
 Pro-actively advising customers on their financial situation (e.g. fund choice)
 Managing customer preferences
 Managing privacy commitments
 Etc

8. © 2015 IBM Corporation8
Master Data
Concept of Customer Master Data
Motor
Cust ID: 12345
Name: Jane Smith
Address: 12 Low Street
Bristol
BS1 9SD
Premium £470
Pension
Policy No: 33333333
Name: Jane May Smith
Type: Whole of Life
Address: 12 Low St
BRISTOL
Premium: £50pm
Life
Policy No: 4444444
Name: Jane smith
Type: SIPP
Address: 12 Lowe Street
Bristol
BS1 9SD
Premium: £300pm
Household
Cust ID: 98765
Name: Jane Smith
Value: Silver
LT Value: A1
Party ID: 238213923129
Name: Jane Smith
Middle: May
Address: 12 Low Street
BRISTOL
BS1 9SD
Life: Whole of Life
Policy No: 33333333
Pension: SIPP
Policy No: 4444444
Value: Silver
LT Value: A1
Cross Ref: Bank 12345
CRM 98765
Alerts: Potential to Churn
Interaction History:
Bond Valuation Requested
Customer Complaint
Cust ID: 12345
Name: Jane Smith
Middle: May
Address: 12 Low Street
BRISTOL
BS1 9SD
Premium £50pm
Policy No: 33333333
Name: Jane May Smith
Type: Whole of Life
Address: 12 Low Street
BRISTOL
BS1 9SD
Premium: £300pm
Policy No: 4444444
Name: Jane Smith
Type: SIPP
Address: 12 Low Street
BRISTOL
BS1 9SD
Premium: £300pm
2. Load customer and policy based information from key sources
3. Cleanse, match, de-duplicate information to produce a single view
4. Support the capture of other new master data
5. Propagate the enriched information back to the key sources
1. Introduce a new application focused on master data
6. Regularly synchronise modified information between systems
7. Enhance customer insight with external data

9. © 2015 IBM Corporation9
Enhanced 360º View of the Customer
CRM
J Robertson
Pittsburgh, PA 15213
35 West 15th
Name:
Address:
Address:
ERP
Janet Robertson
Pittsburgh, PA 15213
35 West 15th St.
Name:
Address:
Address:
Legacy
Jan Robertson
Pittsburgh, PA 15213
36 West 15th St.
Name:
Address:
Address:
SOURCE SYSTEMS
Janet
35 West 15th St
Pittsburgh
Robertson
PA / 15213
F
48
1/4/64
First:
Last:
Address:
City:
State/Zip:
Gender:
Age:
DOB:
360 View of
Party Identity
Janet Robertson

10. © 2015 IBM Corporation10

11. © 2015 IBM Corporation11
An approach to getting started with BIG Data
Structured
Internal
Unstructured
External
Complaints
Customer
Data
Policy
Data
Txn History
Payment
History
Claims
History
Workflow
Data
Call
Recordings
Policy
Documents
Service
Activities
Emails
Proposal
Forms
Web
Traffic
Other Web
Activity
SME
Information
Lifestyle
Health
Data
Financial
Profiling
Demographic
Profiling
Medical
Trends
Government
Statistics
Geolocation
Data
Subscriptions
Google
Alerts
Catastrophic
Data
Hospital
Performance
Data
Competitor
Information
Facebook
Data
Weather
Data
Twitter
Linked In

12. © 2015 IBM Corporation12
Sample Call Centre recordings with potential Surrender insight
Comment Alert
“My medical insurance is too expensive”
“I have received a cheaper quotation from a competitor”
“What is the current value of my policy”
“I will be retiring soon”
“I am changing my job and reviewing my policies?
“I am concerned about my pension…..”
“I am unhappy with the delay in dealing with my query”

13. © 2015 IBM Corporation13
UK Datasets becoming publicly available
• Details of every car accident attended by the police since 1979
• Live traffic details of traffic speeds on UK strategic road network
(30mb of raw data updated every 5 mins), Historic details since
2009 at 15 minute resolution.
• Details of every crime reported to police since December 2010
• Details of every car MOT test since 2009
• Summarised details of every vehicle on the UK roads since
1995 by detailed make and model

14. © 2015 IBM Corporation14
Strategic Initiatives
+
+
+

15. © 2015 IBM Corporation15
Applying Big Data to Healthcare
EXAMPLE 3
Person-Centred CareApplying advanced technology to improve the lives of our
most vulnerable citizens while lowering the growing and
unsustainable cost of caring for them

16. © 2015 IBM Corporation16
Experience
Cost
Effectiveness
Efficacy
of Care
Planning
Delivery
How do the planned
interventions improve
the quality of care
and care goals?
What are the estimated and actual costs for
different planning and delivery options?
How appropriate is the
execution of the plan for
the citizen, their family
and the care team?
Customer / Market imperative
To Improve the Efficacy of Care

17. © 2015 IBM Corporation17
Social Network
Time
Care Network
Biological
SocialPsychological
Citizen
Care Team Transportation
• Primary Care Offices
• Hospitals
• Pharmacies
• Assisted Living
• Mental Health &
Substance Abuse providers
• State Health, Social &
Economic Services
• Religious Organizations
• Community Service
Organizations
• Home Health Providers
• Schools
• Law enforcement
• Advocacy Groups
• Health Clubs
• Transportation Networks
3.5M Data points,
39 Data Sets
Ingestion Optimization
Selection
MatchingLoading
Medicar
e
NYC
Open
Data
System
s of
Record
Transpor
tation
Network
Feasibility
Optimality
Exploration
Data Sources
Challenge:
Optimising Planning & Delivery

18. © 2015 IBM Corporation18
FiltersFamily
Members
Package Evaluation and Ranking
Planning Optimisation

19. © 2015 IBM Corporation19
“Consumer data will be the
biggest differentiator in the
next two to three years.
Whoever unlocks the reams of
data and uses it strategically
will win.”
Angela Ahrendts, former CEO of Burberry

20. © 2015 IBM Corporation20
Noel Garry MBA BSc
IBM Insurance Analytics Leader - EMEA
Mobile: +353 87 905 3744
Email: noegarry@ie.ibm.com
Twitter: @noelgarry
IBM Software Group
Building 6
Damastown
Mulhuddart
Dublin 15
Ireland