] Joan R. Ward, Excellus BlueCross BlueShield Amy Clark, Excellus BlueCross BlueShield Ina Mutschelknaus, SAP

Transcription

1 Orange County Convention Center Orlando, Florida May 15-18, 2011 Information Governance in Insurance: How to Establish your Organization, and How to Grow in Smart Ways ] Joan R. Ward, Excellus BlueCross BlueShield Amy Clark, Excellus BlueCross BlueShield Ina Mutschelknaus, SAP

2 [ Words Tell, Stories Sell

3 [ Learning Points Learn how to prove the value of Data Governance to your organization. Learn how to apply Data Governance principles to your projects. Learn how SAP tools support your Data Governance initiatives. 3

4 [ Agenda Overview How Data Governance applies to insurance. Selling the value of Data Governance at Excellus. How data quality tools can help you scale your mountain of data. 4

5 [ About Excellus, a Lifetime Healthcare Company 5

6 [ What is Information Governance and Data Governance Information Governance is a management process providing oversight to ensure successful execution of your data initiatives. Data Governance is the process of managing data quality by focusing on root cause analysis and policy recommendations. Excellus Data Governance Core Competencies: Data Governance Process Design and Execution Data Quality Performance Metrics Metadata Strategy Development and Execution Metadata Repository Selection and Management Metadata Repository Content Management Corporate Data Standard Definition Data Quality Consultation and Analysis 6

7 [ Is the Suspense Killing You?

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10 [ Everyday Information Impacts Projects Identify members/groups/providers across systems Identify health benefits that fit in a specific geographical area Identify health benefits that fit in a specific group Compliance with our Association on geographic servicing areas and branding rules Accurate address locations is necessary for all types of areas

11 [ How Data Quality Evolved at Excellus Sell to Management Corporate Resources Assigned Re-org. Sell to NEW Management Corporate Resources Assigned Re-org. Sell to NEW Management Are you starting to see a pattern here? Then it finally happened! SENIOR MANAGEMENT SUPPORT!!! 11

12 [ Dimensions of Data Governance Data Resource Framework* Data Management Data Architecture Data Availability Enterprise Resource Management Principles Data Description Data Structure Data Access Data Privacy Cooperative Management Data Quality Data Security Business Integration Data Documentation Data Use Based on: Data Sharing Using a Common Data Architecture by Michael H. Brackett 12

13 [ Alignment or Connect the Dots HPLT and Transformation Leadership Business Process Engineering Business Process/Data Owners & SMEs IT Enterprise Architecture Data Governance Service Request These are the Integration Points... right at the source. Conversion Configuration

14 [ Areas that Support Data Quality: Closed-Loop Process Theme Theme 14

15 [ The Process that Delineates the Responsibilities Requester Identify Data Item and submit SR Requirements Analysts Triage Data Item Close SR Data Quality Committee Prioritize Data Item Identify Data/Theme Owner Review / Approve Solution Communicate Solution Data/Theme Owner Perform Data Workgroup Process Define Solution Implement Business Solution Data Governance Perform Data Profiling Process Perform Metadata Management Data Trustee Implement Technical Solution

16 [ DATA GOVERNANCE OF COURSE!!! If you don t have the time to do it right the first time, When will you find the time to do it again?

17 [ Benefits of Data Governance at Excellus Improve Provider Remittance Process. Internal teams were coordinated to follow the process. Understanding why correct data entry is important. Monitoring the data has significantly reduced the amount of errors and therefore the maintenance for the Business Areas. That area is now spreading the word of how great our automated Data Quality process is, throughout Excellus. 17

18 [ How to Start Building Your Governance Organization Get Senior Management s Attention Find a hard ROI or a strategic project to start with. Focus on the process and the people technology comes later. Understand what you have in-house (people and technology) before you start searching outside. Persistent communication and networking at all levels. SLAs, business quality metrics, and process metrics. I can teach a monkey how to operate a PC. I can t teach a monkey 30 years of business experience. 18

19 [ SIPOC Suppliers: provide inputs to the process. Whose help will we need? Inputs: define the material, service and/or information which are used by the process to produce the outputs. What resources will we need? Process: is a defined sequence of activities, which usually adds value to inputs, to produce outputs for the customer. How do we work to produce the products and services? Should be described in "who" "does what" format Outputs: are the products, services, and/or information that are available to the customers. What outputs do we provide to fill the customer's need? Customers: are the users of the outputs produced by the process. Who do we need to provide the outputs to?

20 [ How Do You Measure Your Results Metrics How many fields do you have to profile and how many are in A+ monitoring stage? If the field is a required field, is there no longer NULL values represented? If a field requires specific values, is there anything else in the field besides those values? Do all your mailing addresses pass through the USPS DPV directories without errors?

21 [ Just How Big Does The Technology Have to Be Excellus BlueCross BlueShield s Corporate Headquarters is the second largest mail distribution center in the Rochester area. In 2010, we distributed 27,274,200 pieces of USPS mail. (This does not include UPS, packages, etc ) Of that mail, 256,125 pieces were returned costing Excellus approximately $89,640 in postage and supplies alone. 50% of that mail was able to be sent out again with corrected address information. Costing us approximately $44,821 in postage and supplies alone.

22 [ How To Use Technology To Scale Your Efforts Source evaluations. Take a look at what you are trying to accomplish. Look to the past, present and future. Focus on what you are trying to accomplish and the many areas it will impact. 22

23 [Know, Decide, Act Surround business initiatives with end-to-end data governance Govern the creation, propagation and use of data ensure excellence at each stage of the business process adhere to compliance and regulatory requirements allow business flexibility and foster innovation 2011 SAP AG. All rights reserved. / Page 23

24 [ SAP Technology Enablers Information Governance Maturity Assessment Data Quality Health Checks Spend On-boarding Information Steward Data Quality Management Data Services Data Migration Services Event Insight Information Lifecycle Mng Extended ECM Active use Information Steward Data Services Master Data Management Master Data Governance Business Process Management Business Rules Management RapidMarts Data Federator Document Access Extended ECM Off-boarding Archiving Information Lifecycle Mng. Governance Time

25 [ Data Governance Steps Used at Excellus Data Issue Tracking Data Interviews Profiling Methodology Corporate Support Data Monitoring To get to the top, takes teamwork. One step at a time. 25

26 [ Key Learnings Senior Management support to enforce policies is KEY! Choose either a hard ROI project or a strategic project that will get people s attention. Establish high levels of quality for key data elements, facilitated by Data Quality Management. Establish profiling methodologies for root cause analysis, facilitated by Information Steward. Capture key metrics and evangelize, evangelize, evangelize. 26

27 [ Thank you for participating. ] Please remember to complete and return your evaluation form following this session. For ongoing education in this area of focus, visit SESSION CODE: 910 joan.ward@excellus.com amy.clark@excellus.com ina.mutschelknaus@sap.com

28 [ EIM Solution Architecture for BI A guide to help customers leverage the full potential of SAP EIM solutions for BI Building on the huge success of the BI Solution Architecture SAP has created a similar guide for EIM The EIM Solution Architecture for BI Guide will: Provide an end-to-end view on how to leverage and deploy SAP EIM solutions to support your analytics and business intelligence strategy Discuss how to incrementally execute this strategy along a clear growth path, realizing added value along every step Propose typical deployment patterns based on best practices and real-world project experiences Target Audience Anyone interested in learning how SAP s EIM solutions can be best leveraged while implementing an analytics & business intelligency strategy To learn more about the EIM Solution Architecture for BI please go to