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Information management strategy
The document outlines a strategy for managing information at an organization. It proposes developing a corporate approach to information as an asset by establishing standards, policies, and roles like a Data Architect and Records Manager. Information would be gathered using templates and Business Information Stewards. The information would then be consolidated and used across the organization for websites, customer services, marketing, and process improvement. The strategy requires long-term commitment from leadership and staff.
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Information management strategy
- 1. Strategy for InformationManagement Barry Williams Principal Consultant Database Answers Ltd. July 10th. 2012
- 2. Business Model Customers Front office Back office Access Channels Service Delivery Partner Organisations Marketing ICT Finance HR Chief Exec Organisation supports the customer-facing elements
- 3. Service Oriented Architecture: Components Portal Registry Centre Online Direct Universal ICT Process Systems WCMS ERDMS Support CRM WCMS Search inc Search System Business Response Statutory Business Activity Service Internal Line of Monitoring Dashboard Customer Corporate Service Insight & MIS & Information Bus Delivery MIS Fraud Performance Detection Management Channel Enablers LOB Data System Mart ETL Layer ODS Enterprise Data Data Corporate Warehouse Mart System Enterprise Data Corporate Data Mart System Warehouse ETL Layer LOB Corporate System System LOB System Meta Data Repository Client Client Client Client UI UI UI UI
- 4. A Strategic InformationArchitecture Portal / Application User Interface Corporate Systems Line of Business systems Conceptual Knowledge Information managemen Enterprise Model Content Data Model Lifecycle t system Information Design Scribes Information Information Archivists Corporate Enterprise Architect Access Electronics Performance Records Records data Management Management warehouse Business Information & Document Information Policy Management data model Information Management Taxonomist Stewards System Model Application Data Web Metadata Management data Modellers Content Schema Content IM Authors Information models Specialists Management Systems Data Information System Data Processing Taxonomy Warehouse Guidelines Standards Enterprise Metadata Search Engine Repository Technology Information Access
- 5. Conceptual Information Model ASSET AGREEMENT EVENT Customer Service manageme Contracts Property Portfolio nt Partner Policy manageme Equipment nt Enterprise manageme Documents nt Payments Knowledge PARTY Case Person Manageme nt Organisatio Service n Delivery Assessment LOCATION framework Geographic Address Information Provision Electronic SERVICE Financial Address Manageme SERVICE nt CATALOGUE Knowledge Telephone Service manageme Services nt Charge Performanc e Manageme Price nt
- 6. Overview of aLogical Data Model Agreement Case Service Agreement _Request Service Case Party_Agreement Case Party_Activity Finance _Event Party Service Delivery Service Catalogue Finance Accounting Transaction Party Reservation - Account Account Organisation - Person Party_Reservation Programme Communication Campaign Location Campaign Party_Contact Party_Address Geographic_Address Event _Occupancy
- 7. Information Management Group Thecentral 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
- 8. Information Management PolicyFramework Corporate Information Management Policy Security of Access to Information Management of information Information Corporate Data Corporate Regulation of Freedom of Records Information Protection Information Information Investigatory Management Security Policy Policy Sharing Policy Powers Policy Protocol Re-use of Public Environmental EDRMS Supporting Sector Information Information Policy Security Policies regulations Regulations (EIR) Organisational Technical Operational
- 9. Standards: Information Security& Records Management •ISO 27001 Information Security Management System •BS ISO 15489 Information and documentation. Records management. •Codes of Practice from The National Archives & Records Management Society
- 10. Standards: Access toInformation •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
- 11. Standards: Data Protection •DataProtection Act 1998 •Associated codes of practice CCTV guide Employment Practices Code
- 12. Standards: EDRMS •E-GMS MetadataStandards •Integrated Public Sector Vocabulary (IPSV) for subject element of metadata element of metadata •Local Government Service List (PID list) for web & CRM services
- 13. Government Drivers •Transformational GovernmentIEG •Performance Targets: CPA •Shared services –ESCR –Local Information sharing protocols
- 14. CRM/ EDRMS/CMS development •Service area business needs •Customer focus •Expert roles: Records Manager Business analysts Taxonomists Data Architect IT support
- 15. Strategic Approach • Developinga 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
- 16. How is informationgathered? • 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
- 17. Using a ‘BusinessInformation Template’ for Business Information Gathering 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 ‘Funnel’ information in 3. Manage information via centralised via ONE route Business Information Team
- 18. 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
- 19. 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.
- 20. What do wedo 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
- 21. Conclusions • A long-termView • Requires Commitment to the Vision – Directors – Managers – Operational Staff
Editor's Notes
- #16 Developing Corporate Wide strategy This cannot be achieved by implementing technology alone, it relies on a cultural change in the organisation to create an “information culture”. Developing Business Information standards e.g. Hold information once in one place Update information in one place ‘ Harmonise’ and rationalise information Apply a common structure to information and supporting systems e.g. PID numbers Ensure document audit trails are maintained Apply ‘rules’ e.g. Freedom of Information, Data Protection, Corporate ‘look and feel’, consistency of layout etc Different audiences able to view content according to their own set of requirements (portal capability) I.e. external vs internal customers Information managed (knowledge extraction) and consolidated via central team Structured templates provided for service areas to complete – Onus on keeping information up-to-date placed with service areas Approval/editing of information managed by Knowledge Team Corporate ‘look and feel’ and publication managed by Web Team As the web becomes an increasingly important touchpoint for customers, enterprises must understand the important role knowledge management can play in web-based interactions. Though telephone calls are still the most popular channel of interaction for customers, accounting for 75% of all interactions, Internet-based interactions (email, web self-service, live web sessions and voice-over-IP) already account for the other 25% and are growing in importance. Most enterprises are likely to end up with multi-channel customer response systems and will have to allow cross-channel escalations. It is ideal for guiding users, via a series of questions, to problem resolution. In fact, it can be used to guide individuals through virtually any set of sequential steps required to perform a specific task.
- #21 Customer Services - Several generic ‘scripts’ are available on CRM which take the CSA’s through a series of screens to enable them to carry out the three activities as described above. Essentially, this solution extends the currently Live deployment of CRM with its capability to fulfil Quick Queries, Requests for Literature and the emailing of captured details to the back office. The extension comprises the additional configuration of CRM to cover all the council services, as well as the supporting systems such as OpenCMS Knowledge Base. Back office feedback to front office will be via a manual “forced response” (facilitated via email). (Source: Option 2 Integration Toolkit V0.3)