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Strategy for Information Management Barry Williams Principal Consultant Database Answers Ltd. Business Model. Customers. Front office . Back office. Access Channels. Service Delivery. Partner Organisations. Marketing. ICT. Finance. HR. Chief Exec.

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slide2

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

slide3

Portal

Response

Service

Statutory

Line of

Business

Internal

CRM

WCMS

WCMS

Search

ERDMS

inc Search

Process

Support

System

Universal ICT Systems

Service

Delivery MIS

Corporate

MIS &

Performance

Management

Registry

Online

Direct

Centre

Customer

Insight &

Fraud

Detection

Business

Activity

Monitoring

Dashboard

Information Bus

ETL Layer

Channel

Enablers

LOB

System

Data

Mart

Enterprise

Data

Warehouse

ETL Layer

ODS

Data

Mart

Corporate

System

Enterprise

Data

Warehouse

Data

Mart

Corporate

System

Corporate

System

LOB

System

LOB

System

Meta Data

Repository

Client

UI

Client

UI

Client

UI

Client

UI

Service Oriented Architecture : Components

a strategic information architecture

Portal / Application User Interface

Corporate Systems

Line of Business

systems

Conceptual

Information Model

Knowledge management system

Content Lifecycle

Design

Enterprise Data Model

Information Scribes

Information Access

Information Architect

Archivists

Corporate

Performance

Management

Electronics

Records

& Document

Management

System

Enterprise data warehouse

data model

Records Management Policy

Business Information Stewards

Information

Taxonomist

Information Management Model

Web Content Authors

Data

Modellers

Application data models

Metadata

Schema

Management Information Systems

Content Management System

IM Specialists

Data Processing Guidelines

Information Taxonomy

Data Warehouse

Standards

Enterprise Search Engine

Metadata Repository

Technology

Information Access

A Strategic Information Architecture
conceptual information model

EVENT

AGREEMENT

ASSET

Customer

management

Contracts

Service

Portfolio

Property

Partner

management

Policy

Equipment

Enterprise

management

Documents

Payments

Knowledge

PARTY

Case Management

Person

Service

Delivery

Organisation

Assessment

framework

LOCATION

Geographic Address

Information Provision

SERVICE

Electronic Address

Financial

Management

SERVICE

CATALOGUE

Telephone

Knowledge

management

Services

Service Charge

Performance

Management

Price

Conceptual Information Model
overview of a logical data model
Overview of a Logical Data Model

Case

Agreement

Service

_Request

Agreement

Service

Case

Party_Activity

Party_Agreement

Case

_Event

Finance

Party

Service Delivery

Service Catalogue

Finance

Accounting

Transaction

Party

- Organisation

- Person

Reservation

Account

Account

Party_Reservation

Programme

Communication

Campaign

Location

Campaign

Event

Party_Contact

Party_Address

_Occupancy

Geographic_Address

information management group
Information Management Group

The central 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

information management policy framework
Information Management Policy Framework

Corporate Information Management Policy

Security of information

Management of Information

Access to Information

Corporate Information Sharing Protocol

Regulation of Investigatory Powers

Corporate Information Security Policy

Data Protection Policy

Freedom of Information Policy

Records Management Policy

EDRMS

Policy

Re-use of Public Sector Information regulations

Environmental Information Regulations (EIR)

Supporting Security Policies

Organisational

Technical

Operational

standards information security records management

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

standards access to information

Standards: Access to Information

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

standards data protection

Standards: Data Protection

Data Protection Act 1998

Associated codes of practice

CCTV guideEmployment Practices Code

standards edrms

Standards: EDRMS

E-GMS Metadata Standards

Integrated Public Sector Vocabulary (IPSV) for subject element of metadata element of metadata

Local Government Service List (PID list) for web & CRM services

government drivers

Government Drivers

Transformational Government IEG

Performance Targets: CPA

Shared services

ESCR

Local Information sharing protocols

crm edrms cms development

CRM/ EDRMS/CMS development

Service area business needs

Customer focus

Expert roles:

Records Manager Business analysts

Taxonomists

Data Architect

IT support

strategic approach
Strategic Approach
  • Developing a 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
how is information gathered
How is information gathered?
  • 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
using a business information template for business information gathering
Using a ‘Business Information Template’ for Business Information Gathering
  • Create a structured template to hold core data for:
    • Web content (Primary Info Source)
    • Business Support Pages (CMS)
    • CRM system
  • Appoint ‘Business Information Stewards’ in each service area
  • Manage information via centralised Business Information Team

‘Funnel’ information in via ONE route

business information stewards the role
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
bis role continued
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.
what do we do with the information
What do we do 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 staffto 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
conclusions
Conclusions
  • A long-term View
  • Requires Commitment to the Vision
    • Directors
    • Managers
    • Operational Staff
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