Strategy for Information Management Barry Williams Principal Consultant Database Answers Ltd.

1. Strategy for Information ManagementBarry WilliamsPrincipal ConsultantDatabase Answers Ltd.

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. Standards: Data Protection Data Protection Act 1998 Associated codes of practice CCTV guideEmployment Practices Code

12. 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

13. Government Drivers Transformational Government IEG Performance Targets: CPA Shared services ESCR Local Information sharing protocols

14. CRM/ EDRMS/CMS development Service area business needs Customer focus Expert roles: Records Manager Business analysts Taxonomists Data Architect IT support

15. 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

16. 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

17. 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

18. 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

19. 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.

20. 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

21. Conclusions • A long-term View • Requires Commitment to the Vision • Directors • Managers • Operational Staff