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
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
Your Organisation
Customer data collection
Sponsorship Forms/Letters
Telephone
Voice/txt
FaxWeb
Live Call Centre
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
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