Background. UK Based SME Microsoft Gold Partner Specialist in Master Data Management (MDM) Company

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2 Background Company Background UK Based SME Microsoft Gold Partner Specialist in Master Data Management (MDM) o Data share, data integration and governance Dominant MDM player in UK Government Highly rated by industry analysts Focus on Citizen Services and Children & Adult Services G-Cloud III Selected Objectives De-mystify MDM and the single citizen index Showcase business benefits Outline potential corporate use of same solution o Citizens / Children / Adults / Staff / Properties /Businesses

3 VisionWare Specialist in Integration Solutions and Master Data Management (MDM) A set of processes and tools that consistently define and manage the master data of an organisation. MDM applied to people is Customer Data Integration (CDI) Name Person Consolidating and managing customer information from all available sources providing consistent access to the most current and complete view of customer data. MDM/CDI is an essential element of any CRM solution, Customer Index or Single Customer View Identifier D-O-B Name Addr

4 Single client index who needs it? Dept of Social Services, Greenville, South Carolina:- Your food stamps will be stopped from March because we received notice that you passed away... God bless you... You may reapply if there is a change in your circumstances...

5 Local Government how we help Problems we solve Single View of key business entities Driving channel shift/digital Services Data Management and governance policy o Lifecycle management of information o Better business intelligence o Improved reporting and management information Integration to industry applications Multi-agency working Children s hub /index Supporting more effective Social Care services Connection to Citizen Account Service Fraud prevention and detection Master data available anywhere / anytime

6 Experience Platform Experience:- Council Tax systems Revenues and Benefits Housing Social Care Education Libraries Highways Environmental Gazetteers Electoral Register Non Domestic Rates GIS systems Income Management Parking Permits / Fines Planning Services Vendor Applications:- Northgate Capita Civica Oracle OLM CareWorks Corelogic Tribal CACI CRM MS Dynamics Lagan Northgate

7 Real-life identification issues Revs & Bens Name: Marie Pilaski DOB: 27 th March 1977 Address: 2 33 Prince Regent Street Edinburgh Housing Name: Toni Pilaski DOB: 28 th March 1977 Address: 33 Regent Street Edinburgh Libraries Name: Antonia Ritchie DOB: 28 th March 1977 Address: 24 Kingsway Street Edinburgh Housing Name: Mark Ritchie DOB: 22 nd April 1972 Address: 24 Kingsway Street Edinburgh MultiVue / CRM Name: Antonia Marie Ritchie Aliases: Marie Pilaski, Toni Pilaski DOB: 28 th March 1977 Address: 24 Kingsway Street Edinburgh

8 The challenges with CRM Person known to the Organisation but not known to CRM 1 Person known to CRM with duplicates Manual data entry gives high risk of keying errors & data quality issues 3 Limitations in enterprise searching capabilities Identifying related information based on a Person Cases Services Transactions 5 2 4

9 The objectives of VisionWare MDM We are on G-Cloud Rapid Deployment (COTS application) Open & flexible rules Faster results:- Rapid ROI on priority transactions Improved data governance Enhanced data quality Single index for all key business entities Support channel shift/digital Services Right first time Avoidable contact

10 MultiVue Business Benefits 1 Financial:- LB Newham: MultiVue has helped us to bank savings of 12.2M LB Lambeth: Savings of up to 1.75M per annum West Lothian Council: Savings of 3M annually with more effective 1 social care 3 LB Hammersmith: MultiVue has provided clear revenue upswing on Council Tax collections and on fraud detection 2

11 MultiVue Business Benefits 2 Operational efficiency:- LB Newham: Handling 90% of enquiries at first point of contact LB Havering: 85+% of customers being found in CRM first time Wakefield Council: Reduction of call handling times by 40% LB Waltham Forest: Duplicates in CRM reduced by 100-fold Time taken to find a customer reduced to 1/10th of the previous time Leicester City: For the first time our staff have a complete view of the customer Without MultiVue we could not accurately identify the Priority Families that were absorbing our resources and budget

12 MultiVue - a corporate solution Single Citizen View Digital Services Channel Shift Citizens Account NDR Revenues Billing accuracy Reduced duplication Citizens One Hub Citizens Children & Children Adults & Adults (S Care) Citizens Corporate Use Businesses Properties Single Child View Adult Social Care Troubled Families Single property view Improved Services Right First Time

13 Council Tax MultiVue Integrates Housing Social Care Federated Services and Functions Integration Engine..

14 Products Data Visualisation MDM for Dynamics CRM MDM Hub Data Governance Reference Data Sets

15 VisionWare - MultiVue Our statement We can solve your data issues, your integration challenges and create the definitive master customer index. This supports CRM, Digital Services and Channel Shift, providing cashable savings and huge improvements in operational efficiency. 1 3 We have a Citizen s Account certified package. The business benefits are being heralded by our clients. Talk to us - [email protected] 2

16 Loading Matching Merging Present Understand Load Analyse Match Verify Merge Utilise Understanding Loading the Data the Data Extracted Load maps data are and created analysed to map structures from the and source schemas into the MultiVue schema Profile Each information data quality, set is accuracy, loaded into consistency, MultiVue using completeness, the MultiVue Data-Loader currency and coverage Extract Sample data checks samples are used to understand to ensure data and was verify loaded data structure correctly and consistency

17 Loading Matching Merging Present Understand Load Analyse Match Verify Merge Utilise Analysing Matching the Data Samples Use the Matching of data are Rules taken to to match ascertain up the the fields loaded that data could be used for matching Matching Matches are fields generated are analysed and recorded; with sample data to identifying determine duplicates field weightings and cross-matches All Matching matches are Rule assigned is created a match to match probability the information

18 Loading Matching Merging Present Understand Load Analyse Match Verify Merge Utilise Verifying Merging the Data Results The Score results levels from where the positive matching matches process exist are are analysed identified using standard MultiVue reports Data Use Automated samples are Merging taken from capabilities key scores where to assess appropriate the accuracy of the matches Matching Information Rules is automatically are refined based resolved on and Matching aggregated Results to form the Golden View

19 Demonstration and Q&A