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Information Management in British Telecom. Jon Hill. 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.

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Jon hill l.jpg
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


Success l.jpg
Success

$2,000

Each minute working delivered =

$125,000

Each hour working delivered =

$1,000,000

Each day working delivered =

Last year we delivered, with a spend of $4 million

$220,000,000

There are BIG benefits in Information Management



Enterprise information l.jpg

Access Network

Core Network

Products

Services

Customers

Enterprise Information

OSS


Operational support systems l.jpg

ORAC

MCSS

STAR

Network

RFP

PC-REPAIR

MIS

ADF

ABS

CFD

MCSS

MCSS

CWC3

WORK

MC401

WEB

GATE

MC102

MC106

MANAGER

(Concert)

CSS-RH

ACD

BTSS

ETS

TMAN2

CUWS2

server

NEWD

CRS

CHIS–005

Broadcast

NEWD

VEGAS

GWCHIS4

Services

REROUTE

ATLAS

TMAN2 client

(Quetzal)

CHIS–004

WHOOSH

IPCHIS5

ORAC

PC-ATM

RFI

(CSET)

CREWD-DB

CHIS–006

NE101/NE102

FTI-ROBOT

MIG1

IPCHIS4

PEWD_DB

MCSS

FNAD

MIG2

CHIS–002

MC301

CAMSS

NEWD-DB

GWCHIS3)

TELECOM

MIG3

RED

MCSS(FB)

CHIS–009

NetStream-web

MC302

BYCHIS5

CENSYS

MIGMQ

Featurenet-web

CHIS-010

MCSS

COSMOSS

CAMSS -

USER

TPCHIS2

MC303

Wholesale

FALLBACK

VB Client

EASI

BATCH

CEN-1

( M)

FASTTRACK

JOBS

TPCHESS1

CSS-RH

FASTREPAIR

INFOMAN

CAMSS -

CTMS

FT101/FT102

GPMS

MIS

ARCHIVE

CEN-8 (FB)

SCIM

TPCHESS2

DIPLOMAT

Bt.com

GEM (FB)

CHESS (M)

CAMBRIDGE

e

.Co (SEIBEL)

CEMS - BTSS

Harmondsworth

CSET

(MQ)

(On-Hold)

MCD

MARKETING

SERVICE

CHESS (FB)

OCDB/

EVOLVE

OFTEL

VIEW

(MQ)

CSPR

WEB F/E

QMON

(SEIBEL)

GEM (M)

SERVICE

CASDA

BT USER

Tinsley Park

e

.CRM

VIEW (TEST)

CDMC

(VB Client)

PI (PIMSS)

7

e

.Contact

HERCULES

PSM

WEB CUST

(Bristol)

PPMIS

FT-CNS1

(

via BT.com)

FAST

FAST

LLFN

RCS-MIS

TASK2

TASK2

C-WORK

HERCULES

FT-CNS2

(

Baynard)

(M)

(FB)

MANAGER

(Cambridge)

DEV-Man

FT-NNS1

LCB

N-WORK

HERCULES

MANAGER

CFN

DFN

CNW

FT-NNS2

ATLAS-1

ATLAS-2

(

Bournemouth)

PCBIS

Operational Support Systems



Process l.jpg
Process

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


Legacy data problems l.jpg

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

Maintenance - Configuration is changed and not recorded

Assets are modernised and information not updated

Ceased Circuit not recovered

Systems generated errors & Interface errors

Legacy Data Problems

Information

Quality


Business drivers l.jpg
Business Drivers

Different Business Objectives - Provide quicker, Reduce cost

Organisational Changes

Unpredictable Customers

Changing Markets with complex Products, Services and Billing


Where we started l.jpg
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


Where we started12 l.jpg
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.


Change of approach l.jpg

Money!

Change of Approach

Articulate Information Management in the

language the business can understand


Change of approach14 l.jpg

Align with business objectives

- Focus where investment

- Business Transformation Programmes

- System changes

- New Products and Services

Change of Approach

Manage Information as an Asset, with a value

Deliver Business Benefit, analyse, measure, but

don’t talk data errors talk money


Building information management credibility l.jpg
Building Information Management Credibility

Investment in Network Technology:


Our first success l.jpg

Provision

System

Reserve Inventory

Inventory

Our First Success

1. Customer places an order for Service

2. Check is performed to ensure equipment availability

3. Reserve equipment against order

4. Order fulfilled, equipment configured to give service


Our first success17 l.jpg
Our First Success

Data Analysis

Inventory System

230,000

Reserved Items

28,000

Open Orders

Provision System


Our first success18 l.jpg
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


Recipe for success l.jpg
Recipe for Success

Team Skills

Solution Designers

Project Managers

  • Data Analysts

Business Analysts

Client Managers

  • Culture and Communications People


Recipe for success20 l.jpg
Recipe for Success

Tools

Build up expertise in Information Management Tools






How we manage the work l.jpg

Collect IQ Problems

Prioritise

How We Manage the Work

Analyse & Measure

Evaluate Solutions

Produce Commercial Proposition

Manage & Deliver Project


Projects l.jpg
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

eRepair - IQ to enable eBusiness

IQ Health Check to support business objectives

Benefits

Finding lost assets, correcting asset status, billing correction products and features, enabling eBusiness, improving customer satisfaction and process efficiency


Project examples l.jpg
Project Examples

Lost Asset Project


Lost asset project l.jpg

Inventory

System

Lost Asset Project

Evidence that assets were missing from the inventory systems !

How do you measure missing records?


Lost asset project29 l.jpg

Process Monitor

Network

Planning

Record

Inventory

BT

Supplier

Install

Assets

Install

Assets

Install

Assets

Install

Assets

Lost Asset Project

Process Problems

Planner using incorrect data

Supplier making decisions

Records person remote from the process

15% of Assets were not being recorded


Project examples30 l.jpg
Project Examples

Billing Assurance Project


Billing assurance project l.jpg
Billing Assurance Project

ProcessesProblems

Contract Management

Start/Stop billing

Complete billing information

Cancelled orders, stranded

assets

Ceased services, working?

Order Capture

Order Management

Network Utilisation / Build

Configuration / Routing

Activation

Billing

Repair


Billing assurance project32 l.jpg

OrderCapture

OrderManagement

NetworkUtilisation

FaultMgt

Contracts

Routing

Switch Configuration

Billing

System

1

System

2

System

3

System

4

System

5

System

6

System

7

System

8

System

9

System

10

System

11

System

12

System

13

Customer

Switch

Logical Rte

Data Route

2Mb System

Line Term Kit

Key

Good data

Bad data

Incomplete data

Billing Assurance Project


Billing assurance project33 l.jpg

Presentation

Flatten & Format

Data

Transformation

- Layered

source

Stage

source

source

source

source

source

Billing Assurance Project

Model

  • 10 million records reconciled

  • 300 business rules

  • 95 reports


Billing assurance project34 l.jpg

100%

95%

Switch

90%

2Mb System

85%

Proven to Rte

80%

75%

Jun

July

Oct

Apr

Dec

Feb

Aug

Billing Assurance Project


Going forward business relationship l.jpg

Operations Management

Responsible data

Process manage

Information Management

Knowledge

Measure

Senior Management

Strategy

Policy

Objectives

Going Forward - Business Relationship


Going forward l.jpg
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.



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