Information Management in British Telecom Jon Hill 2

Information Management in British Telecom Jon Hill

2 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 Copyright BT 2003

3 Success Each minute working delivered = $2, 000 Each hour working delivered = $125, 000 Each day working delivered = $1, 000 Last year we delivered, with a spend of $4 million $220, 000 There are BIG benefits in Information Management Copyright BT 2003

4 Why do we have Information Quality Problems? Copyright BT 2003

5 Enterprise Information Customers Services Products Core Network Access Network OSS Copyright BT 2003

6 Operational Support Systems ADF ABS RFP PC-REPAIR CFD CSS-RH ACD MIS CWC 3 MCSS MC 102 WORK MANAGER MCSS MC 401 (Concert) MCSS MC 106 BTSS STAR GATE ETS CUWS 2 NEWD CRS CHIS– 005 GWCHIS 4 NEWD REROUTE ATLAS CHIS– 004 IPCHIS 5 PC-ATM RFI FTI-ROBOT MIG 1 FNAD CHIS– 002 GWCHIS 3) MIG 3 CENSYS CHIS– 009 BYCHIS 5 MIGMQ COSMOSS CAMSS FALLBACK CHIS-010 TPCHIS 2 USER EASI BATCH JOBS INFOMAN CTMS SCIM CAMSS MIS ARCHIVE GEM (FB) Harmondsworth CAMBRIDGE CSET OFTEL CSPR SERVICE VIEW OCDB/ QMON GEM (M) Tinsley Park CDMC PI (PIMSS) PSM 7 HERCULES (Bristol) NEWD-DB Featurenet-web Wholesale VB Client CSS-RH GPMS Bt. com CEMS - BTSS EVOLVE (SEIBEL) WEB F/E e. CRM BT USER (VB Client) e. Contact FT-CNS 1 FAST TASK 2 (M) HERCULES (Cambridge) FAST TASK 2 (FB) LLFN ( Baynard) FT-CNS 2 DEV-Man LCB PCBIS Net. Stream-web e. Co (SEIBEL) (On-Hold) CHESS (FB) (MQ) SERVICE VIEW (TEST) CASDA RCS-MIS MCSS(FB) MC 302 MCD MARKETING PPMIS CREWD-DB PEWD_DB DIPLOMAT CHESS (M) (MQ) WHOOSH MCSS MC 301 FASTTRACK FASTREPAIR FT 101/FT 102 CEN-8 (FB) TPCHESS 2 TMAN 2 server TMAN 2 client MCSS MC 303 CEN-1 ( M) TPCHESS 1 ORAC WEB VEGAS ORAC (CSET) NE 101/NE 102 CHIS– 006 IPCHIS 4 MIG 2 CAMSS TELECOM RED Broadcast Services (Quetzal) Network HERCULES ( Bournemouth) Copyright BT 2003 ATLAS-1 WEB CUST ( via BT. com) C-WORK MANAGER FT-NNS 1 ATLAS-2 CFN DFN CNW FT-NNS 2 N-WORK MANAGER

7 Delivery of a Service Copyright BT 2003

8 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 Copyright BT 2003

9 Legacy Data Problems Information Quality 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 Information Quality Maintenance - Configuration is changed and not recorded Assets are modernised and information not updated Ceased Circuit not recovered Systems generated errors & Interface errors Copyright BT 2003

10 Business Drivers Different Business Objectives - Provide quicker, Reduce cost Organisational Changes Unpredictable Customers Changing Markets with complex Products, Services and Billing Copyright BT 2003

11 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 Copyright BT 2003

12 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. Copyright BT 2003

13 Change of Approach Articulate Information Management in the language the business can understand Money! Copyright BT 2003

14 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, but don’t talk data errors talk money Copyright BT 2003

15 Building Information Management Credibility Investment in Network Technology: Copyright BT 2003

16 Our First Success 1. 2. Customer places an order for Service Check is performed to ensure equipment availability 3. Reserve equipment against order 4. Order fulfilled, equipment configured to give service Provision System Reserve Inventory Copyright BT 2003

17 Our First Success Data Analysis Inventory System 230, 000 Reserved Items 28, 000 Open Orders Provision System Copyright BT 2003

18 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 Copyright BT 2003

19 Recipe for Success Team Skills Project Managers Solution Designers Data Analysts Business Analysts Client Managers Culture and Communications People Copyright BT 2003

20 Recipe for Success Tools Build up expertise in Information Management Tools Copyright BT 2003

21 Avellino Discovery - Data Investigation Copyright BT 2003

22 Ab Initio - Extract Transform Reconcile & Load Copyright BT 2003

23 Unitech - Mainframe Reconciliation Copyright BT 2003

24 Trillium - Data Cleanse (Customer Information) Copyright BT 2003

25 How We Manage the Work Collect IQ Problems Prioritise Analyse & Measure Evaluate Solutions Produce Commercial Proposition Manage & Deliver Project Copyright BT 2003

26 Projects 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 e. Repair - IQ to enable e. Business IQ Health Check to support business objectives Benefits Finding lost assets, correcting asset status, billing correction products and features, enabling e. Business, improving customer satisfaction and process efficiency Copyright BT 2003

27 Project Examples Lost Asset Project Copyright BT 2003

28 Lost Asset Project Evidence that assets were missing from the inventory systems ! Inventory System How do you measure missing records? Copyright BT 2003

29 Lost Asset Project Process Monitor Network Planning BT Supplier Record Inventory Install Assets Process Problems Planner using incorrect data Supplier making decisions Records person remote from the process 15% of Assets were not being recorded Copyright BT 2003

30 Project Examples Billing Assurance Project Copyright BT 2003

31 Billing Assurance Project Processes Problems Contract Management Order Capture Order Management Start/Stop billing Complete billing information Network Utilisation / Build Configuration / Routing Activation Billing Repair Copyright BT 2003 Cancelled orders, stranded assets Ceased services, working?

32 Billing Assurance Project Order Contracts Capture System 1 Order Management Network Utilisation Routing Switch Configuration Billing System 2 3 4 5 6 7 8 9 10 11 12 13 Customer Switch Logical Rte Data Route 2 Mb System Line Term Kit Key Good data Fault Mgt Bad data Copyright BT 2003 Incomplete data

33 Billing Assurance Project source Flatten & Format Data Presentation Transformation - Layered Stage source Model source • 10 million records reconciled • 300 business rules • 95 reports source Copyright BT 2003

34 Billing Assurance Project 100% 95% Switch 90% 2 Mb System 85% Proven to Rte 80% Copyright BT 2003 g Au Ju n r Ap b Fe ec D ct O Ju ly 75%

35 Going Forward - Business Relationship Operations Management Responsible data Process manage Information Management Knowledge Measure Senior Management Strategy Policy Objectives Copyright BT 2003

36 Going Forward We have matured from quick wins to: 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. Copyright BT 2003

37 Thank you for listening Questions? • jon. hill@bt. com Copyright BT 2003