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Information Management in British TelecomJon Hill
Slide 2
Copyright BT 2003
Jon Hill
BT is a large Telecom Company based in the UK
Turnover £18.7 billion
About 100,000 people in BT
4 Years Experience in Information Management Projects
A team of 40 people
Information & Knowledge Management Practice
Slide 3
Copyright BT 2003
Success
Each hour working delivered =
Each day working delivered =
Last year we delivered, with a spend of $4 million
Each minute working delivered =
There are BIG benefits in Information Management
$220,000,000
$2,000
$125,000
$1,000,000
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Copyright BT 2003
Why do we have Information Quality Problems?
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Copyright BT 2003
Access Network
Core Network
Products
Services
Customers
OSS
Enterprise Information
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Copyright BT 2003
Operational Support Systems
CAMSS
CAMSS -FALLBACK
COSMOSS
EASI
CENSYS
PI (PIMSS)
CASDA
WORKMANAGER
PC-ATM
RCS-MIS
LCB
SCIM
OFTEL
CHIS–004IPCHIS5
CHIS–006IPCHIS4
CHIS–002GWCHIS3)
CHIS–009BYCHIS5
CEN-1 ( M)TPCHESS1
CHESS (M)(MQ)
CHIS–005GWCHIS4
MCSSMC102
MCSSMC401
(Concert)
ORAC(CSET)
NE101/NE102
TMAN2server
NEWD-DB
ORACWEB
WholesaleVB Client
CSS-RH
MCSS(FB)MC302
DIPLOMAT
FASTTRACKFASTREPAIRFT101/FT102
BT USER(VB Client)
WEB CUST(via BT.com)
GEM (M)Tinsley Park
OCDB/QMON
e.Co (SEIBEL)(On-Hold)
EVOLVE(SEIBEL)
CSPR
MARKETING
ATLAS
PCBIS
NEWD
ACD
RFP CFDADF
FTI-ROBOT
PC-REPAIR
CSS-RH
MIG2
NEWDREROUTE
RFI
BTSS
MCSSMC303
HERCULES(Bristol)
ATLAS-1
FT-CNS1
C-WORKMANAGER
N-WORKMANAGER
SERVICEVIEW
FT-CNS2
FT-NNS1
FT-NNS2
CUWS2
CWC3
TMAN2 client
CREWD-DB
WHOOSH
SERVICEVIEW (TEST)
CSET
GEM (FB)Harmondsworth
MCD
LLFN(Baynard)
CFN DFN CNW
FASTTASK2
(M)
MIS
CAMSS -MIS
ATLAS-2
MIG1
MIG3
MIGMQ
MCSSMC301
PEWD_DB
ARCHIVE
HERCULES(Cambridge)
HERCULES( Bournemouth)
TELECOMRED
FASTTASK2
(FB)
DEV-Man
CEN-8 (FB)TPCHESS2
CHESS (FB)(MQ)
CHIS-010TPCHIS2
BATCHJOBS
e.CRM
e.Contact
USER
CTMS
VEGAS
Network
WEB F/E
INFOMAN
CRS
FNAD
CAMBRIDGE
CDMC
NetStream-web
ABS
CEMS - BTSS
BroadcastServices
(Quetzal)
7
STARGATE
PPMIS
PSM
ETS
Featurenet-web
GPMS
MCSSMC106
Bt.com
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Copyright BT 2003
Delivery of a Service
Hadrian Firewall
RAP
CHESS
Service Activation Interface
FUJITSU
End UserRou ter
RADIUSServer
NRP / RASRou ter
E.CO
SP Call Centre
PCBIS
GENEVAOSD
GLOSSI
NIDB (Fast IP)
ALCATEL
COSMOSS
NCASCSS
CHIS
WM(C)WM(N)
FRAMES 2
ROSE
ASC
SJM SIDB
LTS
CELERITY
ANTAS
AMIS
AFM
BT.COM
ONCE
DOC 1
SP Own SystemsRegis teredPublic
Users
XML Interface Cus tomer ConfirmationWeb InterfaceWeb Interface
Orders Progress
Pre-OrderChecks
Bills
FastCO BRA
VP Reference Data
Inven toryRefresh
High Volume Int erfac e ( > 1 me ssage pe r order) Low Volume Interfac e ( < 1 me ssage pe r order)
FastQUAD
Slide 8
Copyright BT 2003
Process
Processes are organisational based - Information Quality problems occur at the boundaries
Processes are usually designed to be perfect - Information Quality problems occur in the exceptions
Process change lags behind business change - Information Quality problems occur where the changes happen
End to end processes are rarely understood
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Copyright BT 2003
Information Quality
Legacy Data Problems
Planning - Incorrect records are used to make network investment decisions
Planning - We plan new physical network with poor information
Supplier - Assets are installed and not recorded or recorded incorrectly
Assets are moved and records are not updated
Provision - Physical configuration differs from records
Maintenance - Configuration is changed and not recorded
Assets are modernised and information not updated
Ceased Circuit not recovered
Systems generated errors & Interface errors
Information Quality
Slide 10
Copyright BT 2003
Business Drivers
Different Business Objectives - Provide quicker, Reduce cost
Organisational Changes
Unpredictable Customers
Changing Markets with complex Products, Services and Billing
Slide 11
Copyright BT 2003
Where We Started
BT Started Information Quality work 4 years previous.
We produced an Information Management Policy, obtained Director authority and thought IM would happen!“Every BT manager is responsible for ensuring that all of their people across BT are aware of the Information Policy, understand its implications and act in accordance with it”.
- 24 points on how we manage IM
- Responsibilities & Actions
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Copyright BT 2003
Where We Started
We were wrong!
No buy in from Business Managers at any level
Information Management was regarded as another name for “Data Cleanse”. Expensive, benefits not delivered and the problem re-occurs.
Slide 13
Copyright BT 2003
Change of Approach
Money!
Articulate Information Management in thelanguage the business can understand
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Copyright BT 2003
Change of Approach
Manage Information as an Asset, with a value
Align with business objectives
- Focus where investment- Business Transformation Programmes
- System changes
- New Products and Services
Deliver Business Benefit, analyse, measure, butdon’t talk data errors talk money
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Copyright BT 2003
Building Information Management Credibility
Investment in Network Technology:
Slide 16
Copyright BT 2003
Our First Success
ProvisionSystem
Inventory
Reserve Inventory
1. Customer places an order for Service
2. Check is performed to ensure equipment availability
3. Reserve equipment against order
4. Order fulfilled, equipment configured to give service
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Copyright BT 2003
Our First Success
Data Analysis
230,000Reserved Items
28,000Open Orders
Inventory System
Provision System
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Copyright BT 2003
Our First Success
Process Analysis:
The inventory reservation process support the main business objective - Provision.
There was no process to deal with cancelled orders! Reservations were never removed.
Solution:
System fix - automatic removal of reservation after 20 days.
This released millions of Dollars in assets
Slide 19
Copyright BT 2003
Recipe for Success
Business Analysts
Data Analysts
Solution Designers
Culture and Communications People
Project Managers
Client Managers
Team Skills
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Copyright BT 2003
Recipe for Success
Tools
Build up expertise in Information Management Tools
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Copyright BT 2003
Avellino Discovery - Data Investigation
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Copyright BT 2003
Ab Initio - Extract Transform Reconcile & Load
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Copyright BT 2003
Unitech - Mainframe Reconciliation
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Copyright BT 2003
Trillium - Data Cleanse (Customer Information)
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Copyright BT 2003
How We Manage the Work
Collect IQ Problems
Prioritise
Analyse & Measure
Evaluate Solutions
Produce Commercial Proposition
Manage & Deliver Project
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Copyright BT 2003
Projects
Benefits Finding lost assets, correcting asset status, billing correction products and features, enabling eBusiness, improving customer satisfaction and process efficiency
IQ Health Check for a new service
Network intelligence - improve Inventory Data
Identifying lost Fibre assets
Ceased circuits - managing re-use of assets
Billing Assurance projects
eRepair - IQ to enable eBusiness
IQ Health Check to support business objectives
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Copyright BT 2003
Project Examples
Lost Asset Project
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Copyright BT 2003
Lost Asset Project
Evidence that assets were missing from the inventory systems !
How do you measure missing records?
InventorySystem
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Copyright BT 2003
Lost Asset Project
Process Problems Planner using incorrect data Supplier making decisions Records person remote from the process
NetworkPlanning
InstallAssets
InstallAssets
InstallAssets
InstallAssets
RecordInventory
BT
Supplier
Process Monitor
15% of Assets were not being recorded
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Copyright BT 2003
Project Examples
Billing Assurance Project
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Copyright BT 2003
Billing Assurance Project
Contract Management
Order Capture
Order Management
Network Utilisation / Build
Configuration / Routing
Activation
Billing
Repair
Processes Problems
Start/Stop billing
Complete billing information
Cancelled orders, stranded assets
Ceased services, working?
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Copyright BT 2003
FaultMgt
Customer
Switch
Logical Rte
Data Route
2Mb System
KeyGood data Bad data Incomplete data
ContractsOrder
CaptureOrder
ManagementNetwork
Utilisation Routing Switch Configuration Billing
Line Term Kit
System2
System1
System3
System4
System5
System6
System7
System8
System9
System10
System11
System12
System13
Billing Assurance Project
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Copyright BT 2003
source
source
source
source
source
source
Flatten & FormatData
Stage
Transformation- Layered
Billing Assurance Project
• 10 million records reconciled• 300 business rules• 95 reports
Model
Presentation
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Copyright BT 2003
75%
80%
85%
90%
95%
100%
July
OctDec Feb Apr Ju
nAug
Switch
2Mb System
Proven to Rte
Billing Assurance Project
Slide 35
Copyright BT 2003
Going Forward - Business Relationship
StrategyPolicyObjectives
Senior Management
Responsible dataProcess manage
Operations Management
KnowledgeMeasure
Information Managemen
t
Slide 36
Copyright BT 2003
Going Forward
We Authorise System Design ensuring IQ is built into the design
IM objectives are set from the top, we measure IQ
We are part of the major business transformation programmes ensure IQ in new business
Manage Information not data cleanse
Implementing Data Quality monitors across billing (billing assurance)
Ensuring Assets are managed properly with Process Monitors.
We have matured from quick wins to:
