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  1. Justice Enterprise A Business Intelligence Presentation MunicipalegovtConference Toronto Conference, February 13, Toronto Ontario Rob Kronick - Justice Enterprise of Ontario Meg Dussault-

  2. Justice Enterprise A Business Intelligence Presentation • Who We Are • Who We Are • What Is Business Intelligence To Us • What Is Business Intelligence To Us • Our BI Tools & Services • Our BI Tools & Services • Our Scorecarding Work With Cognos • Our Scorecarding Work With Cognos • Scorecarding Lessons Learned • Scorecarding Lessons Learned • Future Directions • Future Directions

  3. Solicitor General Attorney General Corrections The Justice Enterprise of Ontario Can 'em Catch 'em Convict 'em • OPP • Coroners • Fire • Forensic • Victims • Courts • Crowns • Judiciary • Family • Criminal • Adult • YO • Probation • Parole Integrated Back Office (Purchasing, Finance, Info-Tech) Integrated Justice Information Technology 22,000 Customers

  4. Organizational Environment: • Headed by CIO reporting to 3 Deputy Ministers • 4 Branches (Applications, Infrastructure, IJ, Planning) • 150 staff; 150 consultants Technology Environment: • Mainframe Systems (at least 10) • DOS=WIN/95-8; NOS=NT • 450 Servers (Compaq Proliant); 15,000 Desktops • Office Suite=Office/97 with Exchange IJ Information Technology Windows 2000

  5. A Business Intelligence Presentation Justice Enterprise • Who We Are • Who We Are • What Is Business Intelligence To Us • What Is Business Intelligence To Us • Our BI Tools & Services • Our BI Tools & Services • Our Scorecarding Work With Cognos • Our Scorecarding Work With Cognos • Scorecarding Lessons Learned • Scorecarding Lessons Learned • Future Directions • Future Directions

  6. EIS MIS DSS Query & Reporting So What Makes BI Different? Business Intelligence To Us A Rose By Any Other Name Convergence of 3 Tech Advances Careful !!! They’ve heard it all before … Today’s “Hip” Name for ... Tools to Bring Information to Analysts & Decision-Makers Desktop Technology Internet Technology OLAP

  7. Advances In Desktop Technology Cost Effectively ... Powerful Graphics Data Visualisations Intuitive Dialogues Ease of Use

  8. Internet Technology For the User: • Info to anyone, anywhere, anytime - expediently & cheaply • Common User Dialogue (no training) - anyone with a Browser For Us: • Data doesn’t have to be shipped around • No client software to install

  9. OLAP Technology • Less Dependence on Techies “Sell Them Where It Hurts” • “Serve Yourself” Data Analysis • Spontaneous, Iterative, Interaction

  10. Carving out our niche in the BI maelstrom ...

  11. Data Marts Existing Systems Delivery Access IJ OLAP Cube Web Server WIN Client Finance Business Apps Browser & Acrobat Reader IJ Operational Databases Ad Hoc and Standard Reports HR The Big Picture ... Big Impact Tough Sexy Relational & OLAP Services Managed Reporting & OLAP Viewers Grunt Work ETL

  12. Data’s Still Tough Slugging But The Good News For Us Was ... Lesson . . . Pick Your Spots To Make Your Mark Elevated Reporting BI Didn’t Invent the Need for Data Cleaning Scrubbing BI Tools Or Data is new Loading e.g. OPP, PGT e.g. JETS, SMS Extracting RudimentaryReporting Heavy Reliance On Technical Resources For

  13. A Business Intelligence Presentation Justice Enterprise • Who We Are • Who We Are • What Is Business Intelligence To Us • What Is Business Intelligence To Us • Our BI Tools & Services • Our BI Tools & Services • Our Scorecarding Work With Cognos • Our Scorecarding Work With Cognos • Scorecarding Lessons Learned • Scorecarding Lessons Learned • Future Directions • Future Directions

  14. Cognos EBI Tools Data Marts Existing Systems Delivery Access 6.0 --> 6.6 IJ OLAP Cube Web Server WIN 6.0 --> 6.6 Client Finance 5.0 --> 6.0 Business Apps 5.0 --> 6.0 Browser & Acrobat Reader IJ Operational Databases Ad Hoc and Standard Reports HR Business Intelligence for the Justice Enterprise DecisionStream Transformer PowerPlay & Impromptu Web Relational & OLAP Services Managed Reporting & OLAP Viewers ETL Impromptu + Upfront & VIZ A c c e s s M a n a g e r

  15. not so Critical Success Factor: • Fast Turnaround on Business Issues Our Services: A Typical BI Project not so Methodology: 100 K 50 • Rapid Application Development • Rapid Application Development • Rapid Application Development • Rapid Application Development X X • Fix $ & Time (20 Days & $30k); fix scope • Business JAD; then Technical JAD to map data Deliverables: star schema reporting datamart • 1 cube + • 2 Impromptu Reports Staffing: • Cognos Developer • Project Leader + DBA • Business Champion

  16. . . . The Lesson? Our Services: A Typical BI Project User Participation To Cope With Growth: • Insist on a User Rep to learn Impromptu Client • Insist on User Rep as Tier 2 Support • Cubes get refreshed by user Limit Deliverables To Cope With Growth: • no PowerPlay Client: powerful, limited need . . . but then, along came Financial . . . Go with your customers!

  17. A Business Intelligence Presentation Justice Enterprise • Who We Are • Who We Are • What Is Business Intelligence To Us • What Is Business Intelligence To Us • Our BI Tools & Services • Our BI Tools & Services • Our Scorecarding Work With Cognos • Our Scorecarding Work With Cognos • Scorecarding Lessons Learned • Scorecarding Lessons Learned • Future Directions • Future Directions

  18. KPI Demo - What You’re Going To See “Fisher Price” Front-end To PowerPlay: • PPlay is front-end to cubes; ours is front-end to PPlay • “Fisher Price” so it’s easy enough for a kid or an executive to use Scorecard Front-end to PowerPlay: • PPlay’s focus is on discovering your data • Our front-end focuses on performance vs. target • Seamless integration with PPlay; there when you need it

  19. Rob, show the demo now ...

  20. It’s not because we’re government workers with lots of time on our hands . . . Help Desk Why Did We Do It? Business Driveris OPS-wide performance measurement: are we on target or not, in 1-2 mins. Because the OPS is shrinking while BI is booming, it’s exactly the opposite!! For Execswho don’t attend demos, let alone training sessions ... & they can start using it right away. For uswho don’t have time to answer the phones ... structure & ease-of-use = less calls

  21. Was It Worth It? ...

  22. Redmond has expressed an interest in our “selling” a front-end for SMS 2.0 • Generic KPI System Developed; customers using it • Our front-end has been chosen by GM Canada as their BI EIS. • KPI System Product Manager in place • They have asked us to design a prototype of their Digital Dashboard with their money, as a result of seeing our front-end at the Ontario Gov’t Tech Showcase last year. • Announcements coming • I got to go on a Speaking Tour across Canada • It got me here

  23. Prediction in /98 is Coming True • KPI’s on ADM’s Performance Contracts Was It Worth It? ... • Just signed-up OPP Business Plan • Got us into Courts, the key to IJ • Planning & Policy for Service Quality

  24. A Business Intelligence Presentation Justice Enterprise • Who We Are • Who We Are • What Is Business Intelligence To Us • What Is Business Intelligence To Us • Our BI Tools & Services • Our BI Tools & Services • Our Scorecarding Work With Cognos • Our Scorecarding Work With Cognos • Scorecarding Lessons Learned • Scorecarding Lessons Learned • Future Directions • Future Directions

  25. Scorecarding - Lessons Learned Critical Success Factors - Technical: • Design it so it’s easy to use (“Fisher Price”) • Provide multiple visualizations (not just alarm balls) • Scalable (to 22,000) • 0 footprint (for minimal support) • Ability to deliver to anyone/where (i.e. multimodal) and as usual, the techie part is the easy part . . .

  26. Lesson 1 . . People know “what side their bread is buttered on”; if execs aren’t serious, employees won’t be either. Scorecarding - Lessons Learned Critical Success Factors - Business: 1. Pick one: a “nice-to-have” or an essential management tool • explicit linkage to overall business strategies? • include measures for every business strategy? • same measures around which planning targets are set? • same measures around which budgets are developed? • same measures around which projects are prioritized? So, how serious are you? the really tough stuff is . . .

  27. Scorecarding - Lessons Learned “If it ain’t broke, don’t fix it!” “If no one knows it’s broke, don’t tell them!” Critical Success Factors - Business: 2. Your culture may not support performance measurement • do execs want to know performance • is compensation tied to scorecard performance? Lesson 2 . . Culture first - then scorecarding Are you going to walk the walk? & put your $ where your mouth is?

  28. Lesson 5 . . . If execs perceive the data’s bad, clean the data first; alarms have no credibility if data is presumed bad Scorecarding - Lessons Learned Critical Success Factors - Business: 3. Even with #1 & #2, “Build it and they will come.” Lesson 3 . . . Demo early to bring reality to vaporware concepts 4. Even with #1 to #3, remember that KPI’s are ‘retro-fitted’ Lesson 4 . . . Control expectations since there may be no data 5. Even with #1 to #4, your data may have a bad reputation

  29. Lesson 6 . . . Put it in their face with EIP graphs and/or Email alerts Scorecarding - Lessons Learned Critical Success Factors - Business: 6. Even with #1 - #5, execs may be too busy for scorecarding 7. Even with #1 - #6, KPI consensus can be tough Lesson 7 . . . No manager agreement, no KPI’s 8. Even with #1 - #7, champion may want red to stay red Lesson 8 . . . Know the champion’s agenda

  30. Lesson 10 . . . Cascade scorecards down to all employees to link their individual goals with overall business strategies Scorecarding - Lessons Learned Critical Success Factors - Business: 9. Even with #1 - #8, some execs just order the alarm balls Lesson 9 . . . Scorecarding must be end-to-end or red stays red 10. Even with #1 - #9, some execs order alarm balls just for themselves 11. Even with #1 - #10, some execs want all the tools Lesson 11 . . . Some execs don’t trust their info providers 12. Even with #1 - #11, exception reporting is a paradigm shift Lesson 12 . . . Re-engineer reporting systems & train users

  31. And finally, lucky Lesson #13, because you’ll need all the luck you can get . . . Scorecarding - Lessons Learned Critical Success Factors - Business: 13. Even when you’ve got it all, alarm balls still stay red Lesson 13 . . . Don’t reward Performance Measurement . . . reward Performance Improvement !!

  32. Scorecarding - Lessons Summary Lesson 1 . . . People know “what side their bread is buttered on” Lesson 2 . . . Culture first - then scorecarding Lesson 3 . . . Demo early to bring reality to vaporware concepts Lesson 4 . . . Control expectations since there may be no data Lesson 5 . . . If data has bad rep, clean it first Lesson 6 . . . Put scorecarding it in their face (e.g. EIP graphs) Lesson 7 . . . No manager agreement, no KPI’s Lesson 8 . . . Know the champion’s agenda Lesson 9 . . . Scorecarding must be end-to-end or red stays red Lesson 10 . . . Cascade scorecards down to all employees Lesson 11 . . . Some execs don’t trust their info providers Lesson 12 . . . Re-engineer reporting systems & train users Lesson 13 . . . Reward Performance Improvement , not Measurement

  33. A Business Intelligence Presentation Justice Enterprise • Who We Are • Who We Are • What Is Business Intelligence To Us • What Is Business Intelligence To Us • Our BI Tools & Services • Our BI Tools & Services • Our Scorecarding Work With Cognos • Our Scorecarding Work With Cognos • Scorecarding Lessons Learned • Scorecarding Lessons Learned • Future Directions • Future Directions

  34. Services Toolset

  35. “Those companies that learn and translate that learning into action, will succeed.” Jack Welsh, Chmn, GE BI Consulting Where To Find Data Building Applications Supporting Applications Service Delivery Futures: “What happens if we put 1,000 more cops on the street” Knowledge Map Info Mgmt = Data Warehousing Knowledge Management BI (#’s) + Documents (text) Finance, HR, Operations + Culture Change Help Realize Benefits of Integrated Justice

  36. Exciting Long-Term Futures The Top 2 Justice Enterprise Tech Priorities: #1 IJ Project Survey of Fortune 500 CEO’s #2 BI

  37. Toolset Futures: Latest Release (v7): • Incremental Update (by KPI) • Customization (like Upfront templates) • Alarm ball Drill-down • Integration with VIZ • All Within Upfront . . . and the most exciting . . . and the most exciting . . . and the most exciting . . . and the most exciting . . . and the most exciting . . . and the most exciting . . . and the most exciting . . . and the most exciting . . . and the most exciting . . . and the most exciting

  38. PalmPilot Qualcom Wireless Toolset Futures: BI Anywhere … anytime! Multimodal

  39. Questions ... That’s My presentation... and I’m outta’ here! Just kidding ...

  40. Questions ... That’s My presentation... and I’m outta’ here! Just kidding ...