Back to basics

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Back to basics Presented by: Nichola Fletcher, Central Government Account Manager

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Back to basics. Presented by: Nichola Fletcher, Central Government Account Manager. The headache. “In the last 6 months 13% of consumers have not completed a monetary transaction because the website didn't offer rapid address capture.” (QAS Research July 2007) - PowerPoint PPT Presentation

Transcript of Back to basics

Back to basicsPresented by: Nichola Fletcher, Central Government Account Manager

The headache

“In the last 6 months 13% of consumers havenot completed a monetary transactionbecause the website didn't offer rapidaddress capture.” (QAS Research July 2007)

“67% of respondents said they use 3channels to collect data.”

“62% of companies are not totally committedTo standard information capture.”(Meeting the challenge of data management QAS November 2006)

“Recently the death of a family memberResulted in one family being contacted 44times over 180 days.” (Sir David Varney’sreport May 2007)

The Facts…

“Almost 95% consider data quality to be a ‘priority’ or ‘important’ – but less than 60% have a data

quality strategy in place.”

Data Quality in the Public Sector – A QAS Research Report 2005

Start at the bottom

•Data quality implications

•Group exercise

•Tips & recommendations

Data Quality Implications

•Customer experience

•Operational efficiency

•ROI for CRM

•Enhanced staff experience

Data Quality Implications

•Customer experience

•Operational efficiency

•ROI for CRM

•Enhanced staff experience

Operational inefficiency

“Fraud and error led to benefits worth about £2.6bn being overpaid in 2005-06, according to estimates from the Department for Work & Pensions (DWP).”

DWP 2007

“Another £1.4bn is likely to be written off in overpaid tax credits, according to a report from a committee of MPs.”

BBC News May 2007

•Customer experience

•Operational efficiency

•ROI for CRM

•Enhanced staff experience

Data Quality Implications

Data quality implications

•Customer experience

•Operational efficiency

•ROI for CRM

•Enhanced staff experience

Start at the bottom

•Data quality implications

•Group exercise

•Tips & recommendations

How contact data is used

Your Organisation

Marketing

Customer service

Service delivery

Billing

Payments

HR & payroll

Group exercise: the data journey

Data sources Database Data usage

Call centres

Internet

Government building

Other channels

Service delivery

Mail/Billing

Reporting

Other channels

Primary

Others

Group exercise: the data journey

Database

What applications are you using?What are they being using for?

Data sources

Call centresHow many call centres/ staff?Inbound or outbound calls?What volumes of addresses being entered & how long does it take?

InternetCan customers self serve on your website?Are you providing online application services?How many use the website? How many of these manage to pay their bills online?

Government buildingsNo. offices within your organisation?Registration or application forms?How many on a daily basis?How long to complete the address section?

Other channelsTelephone? Email? Forms? Fax back?

The data journeyData usage

Service delivery Do you have goods being shipped?Any SLAs?Any penalties?

Mail/BillingHow many items mailed daily?How many items of returned mail?

Reporting Do you provide reports to management?How accurate are these reports?

Other channelsWhat else do you use data for?Marketing?Invitations?Outbound calling?Data sharing across departments?

Top tips for getting the basics right

Have an end goal

Measure the data quality

Data is always changing

Thank you for listening