IBM Research-India

1. IBM Research-India Knowledge Management(Data  Information  Knowledge)(Mobilising Information for Knowledge Society) Mukesh Mohania, Ph.D. IBM Research - India

2. Knowledge Management • Data– is a raw form, with no context given. For example, 1A2B3C4D. • Information – is valid w.r.t time. It has context. For example, 1A2B3C4D is a CitizenID. • Knowledge– make information useful with some belief in the form of expectations, which may be derived from experience or data analytics. • Knowledge Management is an integrated, systematic approach to identifying, managing, and sharing all of an enterprise’s information assets, including databases documents, policies, and procedures. • The effective use of KM is to empower and enrich people and build ‘smart’ applications, such as, smart healthcare services, transportation systems, etc. “The key in decision is to know something that nobody else knows”

3. Knowledge Management Content Query Unstructured data (>85%) Content Result Database Result Database Query How do I correlate/sense/act/predict events? Structured data (<15%) Motivation • Country serves many millions of people and several business organizations. • Information about the citizens/government/business entities is stored in several data/content sources, but unfortunately sitting in silos. • Intelligent decisions are made from integrated information.

4. Goal For Knowledge Society: Knowledge Society = Interconnected +Instrumented +Intelligent Provide ‘Right’ information to the ‘Right’ people (citizens, employees, service providers) at ‘Right’ time. Break down information silos through the use of active, event-based, and context-oriented information integration technologies. Provide holistic view of Information based on search interface and/or (analytics) query. Build smart applications for better, accurate, secure, and intelligent services to citizens, employees, providers. Knowledge Discovery and Management is the KEY

5. Smart Government: Ensuring the economic health, welfare and security of our citizens GOVERNMENT ACCOUNTABILITYLeveraging business intelligence and planning to improve insight and elevate performance with visibility and control. CITIZEN-CENTEREDEXPERIENCESConnecting people to programs based on individual needs—achieving sustainable outcomes while reducing operational costs and maximizing taxpayer value. GOVERNMENT GREEN GOVERNMENTFOR A GREENER PLANETDeploying environmentally responsible operations, from energy efficiency and conservation to transportation management and the pursuit of renewable resources. SENSE AND RESPONDCAPABILITIESEnabling defense and law enforcement organizations to achieve situational awareness, increased speed of command and combat superiority.

6. Data Quality Lack of information standards Different formats & structures across different systems Data surprises in individual fields Data misplaced in the database Information buried in free-form fields The redundancy nightmare Duplicate records with a lack of standards 90328574 Ajay K. M C Chagala Rd, Andheri, Mumbai 90328575 Ajay Khade Mahommedali Currim..., Mumabai 90238495 Khadde Ajay Mahommedali C Chagala Rd, Name Surname Telephone SAMAD DURRANI 9821636441 SUSHMA BANSODE c/o 95251-5600423 MAHADEVTA DRUPAD B FAX:2872423 Mr S S ACHARYA S/O P UMESH Rao,, A/44UMLYA C H S AGARKAR RD NR NORTH KANARA G S M BANK DOMBIVALI THANE 421201, S Mehta IBM-IRL ISID, Vasant Kunj, ND 110 070 Suresh Mehta IBM Research ISID Campus, Vasant Kunj New Delhi 70 S Mehata 1BM Research Lab ISID, Vasant Kunj, New Delhi 110070

7. Knowledge Discovery from Voice of Citizen Voice ASR Annotated and linked Text Records and structured data Linguistic Analysis Transcribed Noisy Calls Claims…. not processed Taking too much time Refund ……not given Linkage Discovery, QualityStage, etc. Data Cleaning Data linking Mining Views/Functions Analysis UnStructured DB Structured DB OAE • First call resolution • Reducing turn around time • Identifying pain points • Churn prediction • Relating business metrics to customer perceptions • Improving service levels Business Value: feedback to improve CSAT

8. Intelligent oil field technologies Smart retail Smart energy grids Smart traffic systems Smart food systems Smart healthcare Smart water management Smart supply chains Smart countries Smart weather Smart regions Smart cities IBM is committed to develop technologies for Smarter Infrastructure ---

9. 2004-2009 IBM has long history and deep roots in India/South Asia 1951-1978 ’51: IBM sets up manufacturing unit in India ’62: IBM in Sri Lanka established ’04:IBM acquires Daksh ’04: Landmark Bharti-Airtel deal ’06: $6B investment in India announced by IBM Chairman ’07: Telecom success continues with Vodafone, Idea Cellular, BSNL ’08: Launch of Delivery Centers in Pune & National Capital Region ’08: Visit from IBM Board of Directors ’08: Launch of Cloud Computing Center in Bangalore ’08: Presence in 22 cities with 2,500 Business Partners ’09: Expansion into Ahmedabad, Lucknow and Jaipur 1999 - 2003 1992 - 1998 ’99: IBM India Pvt Ltd formally launched ’00: IGF launched ’01: India Software Lab launched ’03: IRL launched its Technology Center ’03: IGS India achieved SEI CMMI Level 5 ’92: IBM re-enters Indian Market; joint venture with TATA ’97: TISL becomes Tata IBM Ltd; IGS launched ’98: India Research Lab launched 9

10. India: a Microcosm of IBM Today DOMESTIC BUSINESS • Systems & Technology Group • Software Group • Global Business Services • Global Technology Services • IBM Global Financing CENTERS OF EXCELLENCE FOR: • Semiconductor Research • Cloud Computing • Global Engineering Services • Global Business Solutions • Services Innovation Research • IBM Innovation (Business Partners) Bangalore . . IBM RESEARCH - INDIA Delhi, Bangalore, Hyderabad ‘collaboratory’ Chandigarh Delhi, NCR, Gurgaon INDIA SOFTWARE LAB Bangalore, Pune, Hyderabad, Gurgaon, Mumbai . Kolkata . . Mumbai GLOBAL BUSINESS SERVICES – GLOBAL DELIVERY Bangalore, National Capital Region (NCR), Kolkata, Hyderabad, Chennai, Pune . Pune . Hyderabad . Vizag Chennai MANAGED BUSINESS PROCESS SERVICES (MBPS) Bangalore, Delhi, Mumbai, Pune, Kolkata, Chennai, Vizag, Chandigarh Bangalore INTEGRATED TECHNOLOGY DELIVERY Bangalore, Hyderabad, Chennai 10

11. We have deepened our impact on local communities • Corporate Social Responsibility (CSR) Programs • Corporate Service Corps (CSC) • India hosted 39 CSC participants from 19 countries in Ahmedabad and Mumbai • 75 IBMers from India were outbound CSC participants • On Demand Community (ODC) • 15,300+ registered IBM volunteers in India • Reinventing Education (RE): transforming classrooms in 20 schools, covering 500 educators and 1,850 students • Supporting business objectives • Geographic expansion: • Gujarat focus -- Tribal Development Dept., Govt. of Gujarat, SEWA and more • Exploratory work in Bangladesh & Sri Lanka • Stronger partnerships with state and local governments (e.g., disaster relief) • Commercial market development through partnerships with like-minded organizations • 2010 CSR Focus Areas • Program alignment with IBM’s strategic priorities (India’s National Agenda, Smarter Cities program) • Adapt new offerings/new programs to India (e.g., Service Grants) • Extend program reach to rural & semi-urban regions of India and Sri Lanka • Demonstrate community leadership 11

12. Business Areas Service Delivery Emerging Solutions Software Infrastructure Services Application Services Contact Center Services Telecom Others (Banking, Retail, …) HPC Technical Competencies • Computer Science • Distributed Systems – systems mgmt., middleware • Information Management – data mining, machine learning • Interaction Technologies – speech • Programming Technologies – parallel and hi-perf. prog. • Software Engineering – model-driven, distributed dev. • Math Science • Operations Research • Algorithms • Optimization • Analytics • Service Science • Service Engineering • Service Management • Service Quality • Service Supply Chains • Service Info. Systems IBM Research - India Strategic Priorities Massive Data Analysis Cloud Service Quality Mobile Web

13. Thank You!