Back to basics

1. Back to basics Presented by: Nichola Fletcher, Central Government Account Manager

2. The headache “In the last 6 months 13% of consumers have not completed a monetary transaction because the website didn't offer rapid address capture.” (QAS Research July 2007) “67% of respondents said they use 3 channels to collect data.” “62% of companies are not totally committed To standard information capture.” (Meeting the challenge of data management QAS November 2006) “Recently the death of a family member Resulted in one family being contacted 44 times over 180 days.” (Sir David Varney’s report May 2007)

3. The Facts… “Almost 95% consider data quality to be a ‘priority’ or ‘important’ – but less than 60% have a data quality strategy in place.” Data Quality in the Public Sector – A QAS Research Report 2005

4. Start at the bottom • Data quality implications • Group exercise • Tips & recommendations

5. Data Quality Implications • Customer experience • Operational efficiency • ROI for CRM • Enhanced staff experience

6. Data Quality Implications • Customer experience • Operational efficiency • ROI for CRM • Enhanced staff experience

7. Operational inefficiency “Fraud and error led to benefits worth about £2.6bn being overpaid in 2005-06, according to estimates from the Department for Work & Pensions (DWP).” DWP 2007 “Another £1.4bn is likely to be written off in overpaid tax credits, according to a report from a committee of MPs.” BBC News May 2007

8. Data Quality Implications • Customer experience • Operational efficiency • ROI for CRM • Enhanced staff experience

9. Data quality implications • Customer experience • Operational efficiency • ROI for CRM • Enhanced staff experience

10. Start at the bottom • Data quality implications • Group exercise • Tips & recommendations

11. Customer data collection Telephone Voice/txt Sponsorship Forms/Letters Your Organisation Fax Web Email Live Call Centre

12. How contact data is used Customer service Billing Your Organisation HR & payroll Payments Marketing Service delivery

13. Group exercise: the data journey Data usage Data sources Database Service delivery Call centres Mail/Billing Internet Government building Reporting Primary Other channels Others Other channels

14. Group exercise: the data journey Data sources Call centres How many call centres/ staff? Inbound or outbound calls? What volumes of addresses being entered & how long does it take? Internet Can customers self serve on your website? Are you providing online application services? How many use the website? How many of these manage to pay their bills online? Government buildings No. offices within your organisation? Registration or application forms? How many on a daily basis? How long to complete the address section? Other channels Telephone? Email? Forms? Fax back? DatabaseWhat applications are you using?What are they being using for?

15. The data journey Data usage Service delivery Do you have goods being shipped? Any SLAs? Any penalties? Mail/Billing How many items mailed daily? How many items of returned mail? Reporting Do you provide reports to management? How accurate are these reports? Other channels What else do you use data for? Marketing? Invitations? Outbound calling? Data sharing across departments?

16. Top tips for getting the basics right • Have an end goal • Measure the data quality • Data is always changing

17. Thank you for listening