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MIIS in the Real World - MIIS at Centrica

MIIS in the Real World - MIIS at Centrica. Mathew Rawlings Designer. Agenda. The bit about Centrica What were the business drivers? How did we approach solving the issues? What was the solution? MIIS in Centrica’s ‘Real World’. Centrica. Centrica Group turnover of £18.3bn in 2004

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MIIS in the Real World - MIIS at Centrica

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  1. MIIS in the Real World - MIIS at Centrica Mathew Rawlings Designer

  2. Agenda • The bit about Centrica • What were the business drivers? • How did we approach solving the issues? • What was the solution? • MIIS in Centrica’s ‘Real World’

  3. Centrica • Centrica Group turnover of £18.3bn in 2004 • Downstream • 28.4 million Domestic and Business customers • Gas • Electricity • Home Services (Installations, Maintenance, Plumbing & Drains) • Telecoms • Financial Services • Upstream • Gas production • Gas Storage • Electricity Generation

  4. Centrica Information Systems • Hundreds of applications supporting a diverse business • 50,000+ Employees • Seven Countries • 3 Continents • UK Permanent Staff turnover 20% annually (30,000) • UK Non-perm Staff turnover 150% annually (6,000) • Majority of staff concentrated in Contact Centres

  5. EDQM – Our project • Employee Data Quality Management • What were the issues? for IS, HR and the Business

  6. What were the issues? Across Islands Within islands No-one can see one Organisation Structure Employees can’t see their personal data No visibility of data Islands of data No ability to report across systems No one system ‘masters’ data Re-keying Replication of data Easiest solution - create new island Inconsistent Proliferation

  7. What were the issues? Small changes require multiple updates Inappropriate attribute allocations Data Models Inconsistent/ broken data models GUI rules not equivalent to Data model Rules Requires more updating than necessary

  8. What were the issues? Data Stagnates No-one owns data Ownership Process Lack of clarity Multiple Owners Role Who updates data e.g. Location Data Islands Diverge

  9. What were the issues? Password Management Identity Management Who does an electronic record physically represent? Multiple Identities DPA

  10. What were the issues? Post/Telephone Based How do we change data - not defined One process per Island Process No cross Island process Lots of time wasted re-keying Employees waste time trying to find out how - every time

  11. The Proposal Define ‘Master View of the Employee’ • Accurate, joined employee data • Automated user provisioning • Employee Self Service capability • Rules based provisioning • License control • Common processes across Centrica • Accurate headcount and reliable MI

  12. The Proposal Deliver ‘Master View of the Employee’ • Clean Organisation Data in HR • Match records to DPA standards across HR and IS systems • Data cleanse of Directory service • Improve Reference Data capability • Deliver processes and ownership for Data Management • Provide access to data for Self Service/ Update

  13. Core focus of project-major people data repositories- Portal GUI CRM eDirectory HR Billing Telephony (UK) (Global) eGuide AD NT Domains email

  14. HR eDirectory Agency Permanent Staff Non-IS Contractors IS Contractors 3rd Party Partners 50.000 Active Accounts 30.000 Employee Records Centrica Population – UK

  15. Matching Identities HR eDirectory Agency Agency Permanent Staff Permanent Staff = Non-IS Contractors Non-IS Contractors IS Contractors IS Contractors 3rd Party Partners 3rd Party Partners StaffMatch

  16. Matching Identities Portal CRM eDirectory HR Billing Telephony (UK) 1 Physical person (Global) eGuide AD NT Domains email

  17. Driving user provisioning via the organisation structure • Get the Organisation Structure right • Visibility of the structure • Efficient business processes to maintain structure in constant flux • Business Managers must maintain the structure not HR or IS • Deliver the Non-Permanent organisation into the HR organisation structure • All users “mastered” in one system • All users driven through same provisioning system & processes

  18. Deploying MIIS Reference Data GUI Permanent Employees Oracle Management Agent eDirectory HR Extensible Management Agent Novel eDirectory Management Agent MIIS ADAM Management Agent SAP.NET connector ADAM Admin Gadget LDAP Non-Permanent and Non-Uk Existing

  19. Implementation timescales Q3 2005 Q3 2003 Q2 2004 Q3 2004 Q4 2004 Q2 2005 Q1 2004 Q1 2005 ’Master View’ born Begin StaffMatch Employee Data Model Design SAP – Novell connector Engage OCG Design MIIS Solution Define Environment Build Environment MIIS Go-Live

  20. The future for MIIS in Centrica Task Scheduling HelpDesk NA HR Reference Data eDirectory UK HR MIIS NA AD ADAM Admin Gadget UK AD eGuide

  21. Thank You • Q&A

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