IPL Proposal V1 April 2014 Project: Date: 10 April 2014 Issue Number: V1 Customer: Crown Commercial Service Page 1 of 11
IPL Information Processing Limited 2014 Contents 1. Service - Data Quality 3 1.1. An overview of the G-Cloud Service (functional, non functional) 3 1.2. Detailed Description of the G-Cloud Service 4 1.3. IPL Data Quality Framework 5 1.4. IPL Data Quality Framework Structure 6 1.5. Benefits of the IPL service 7 1.6. Keywords 7 2. Information Assurance 7 3. Back-up and Restore / Disaster Recovery 7 3.1. Consulting Services 7 3.2. Development Services 8 3.3. Service Delivery 8 4. On-boarding and Off-boarding 8 4.1. Consulting Services 8 4.2. Development Services 8 4.3. Service Delivery 8 5. Service Management 8 5.1. Consulting Services 8 5.2. Development Services 8 5.3. Service Delivery 8 6. Service Constraints 9 7. Service Levels 9 8. Financial Recompense Model 9 9. Training 9 10. Termination terms 9 11. Data Restoration/Service Migration 10 12. Consumer Responsibilities 10 13. Technical Requirements 10 14. Trial Service 10 Page 2 of 11
1. Service - Data Quality 1.1. An overview of the G-Cloud Service (functional, non functional) Data Quality Management (DQM) is one of the core IPL data management principles which we believe is fundamental to deliver accurate, trustworthy and timely information across the enterprise. IPL s Data Quality Framework defines the components required to identify data issues that are critical to the achievement of business objectives. Our framework focusses on defining relevant business requirements for data quality, identifying key data quality dimensions, and defining the business rules critical to ensuring high quality data. The framework also includes a Data Quality Audit (DQA) which delivers the assessment and classification of data quality issues, using best-of-breed data profiling tools. It provides relevant data quality dashboards to report management information on the data quality issues impacting an organisation. In addition, the framework describes the data governance structure necessary for actively monitoring the quality of data and ensuring that important data assets are formally managed throughout the enterprise. IPL Consultants are data professionals with significant information management expertise and possess certifications from renowned data organisations such as DAMA International. IPL works closely with customers to assist in the selection of the perfect fit for DQM. IPL can assist with the implementation of any aspect of the Data Quality Framework using industry specific standards such as ISO: 22745 30-40 exchange standards, evaluation of data quality tools and the preparation of RFI/RFPs through to final vendor selection. Page 3 of 11
1.2. Detailed Description of the G-Cloud Service DQM is a continuous process for defining the parameters for specifying acceptable levels of data quality to meet business needs and for ensuring that data quality meets these levels. DQM involves analysing the quality of data, identifying data anomalies, and defining business requirements and corresponding business rules for asserting the required data quality. DQM involves instituting inspection and control processes to monitor conformance with defined data quality rules, as well as instituting data parsing, standardisation, cleansing, and consolidation, when necessary. Lastly, DQM incorporates issues tracking as a way of monitoring compliance with defined data quality Service Level Agreements. Some data quality dimensions which can be measured via an established set of metrics and business rules are defined below: Dimension: Validity Completeness Integrity Consistency Uniqueness Precision Timeliness Accessibility Existence Usability Clarity Description: Data accurately represents reality or a verifiable source. Records are not missing fields and datasets are not missing instances. The appropriate links and relationships exist among data. Data that exists in multiple locations is similarly represented and/or structured. Data that exists in multiple places has the same value. Data is recorded with the precision required by business processes. Data is updated with sufficient frequency to meet business requirements. Data is easily retrieved and/or integrated into business processes. Data reflective of meaningful events, objects and ideas to the business has been collected. Business processes and/or individuals understand and are able to leverage this data. Data has a unique meaning and can be easily comprehended. Provenance / Believability Data is deemed credible by those using it. Objectivity Relevancy Data is unbiased and impartial and not dependent on the judgment, or evaluation of individuals. The data is applicable to one or more business process or decision. Scarcity 1. Is the data proprietary, secret and difficult to come by? An organisation should also assure the quality of data it receives, creates and maintains by undertaking four key activities: Identify - Detect areas of poor data quality using a combination of routine analysis and capture of feedback from users/analysts. Report Provide formal reports to stakeholders and Data Quality professionals on the health of the data. Monitor Review dashboards/indicators, conduct data quality audits, and escalate issues to senior management if required. Support Provide resources to maintain Data Quality Management within the organisation and to ensure a culture of continuous improvement. The IPL Data Quality Framework (DQF) is designed to assist organisations in achieving this assurance. Page 4 of 11
The following diagram Figure 1, illustrates that most applications are dependent on the use of data that meets specific needs associated with the successful completion of a business process. Those business processes implement business policies imposed both through external means, such as regulatory compliance. Data quality requirements are often hidden within defined business policies. Incremental detailed review and iterative refinement of the business policies helps to identify those information requirements which, in turn, become data quality rules. The ability to effectively perform particular functions or events will be based on the final data quality measurement and result. Affects Business Process Measures Process Metric Affects Business Problem causes Uses/ creates Data Measures Data Quality Metric Affects Data Defect Source: University of St. Gallen, Switzerland Affects 1.3. IPL Data Quality Framework Figure 1 Entities and relations of a business oriented data quality metric The following components of the IPL Data Quality Framework illustrate the building blocks required to assess DQM activities and align business processes: IPL Data Quality Framework Component Description Data Quality Requirements Data Quality Audit (DQA) Data Quality Dimensions Identify key data components associated with business policies and determine how identified data assertions affect the business. Classify data quality issues, define, profile, analyse, and assess data quality Catalogue and align data dimensions applicable to business processes Page 5 of 11
IPL Data Quality Framework Component Description Data Quality Metrics Data Quality Business Rules Data Quality Requirements Validation Data Quality Service Levels Data Quality Dashboards Data Quality ROI Assessment Data Governance Framework Define indicators of data quality performance to report the relationship between flawed data and missed business objectives. Define business rules that can segregate data values, records, and collections of records that do not meet business needs. Define data rules proactively to validate data and distinguish those records that conform to defined data quality expectations and those that do not. In turn, these data rules are used to baseline the current level of data quality as compared to ongoing audits Define Data quality SLAs (Service Level Agreements) to specify the expectations for response and remediation Develop MI reports to show data quality thresholds, tolerances and status. Aligning data quality impacts to resource models to illustrate impacts to business processes and objectives. Define stewardship policy and procedures for the ongoing management, measurement and monitoring of data quality. 1.4. IPL Data Quality Framework Structure The IPL data quality framework, in addition to consisting of the above building blocks, is divided into four subframeworks. Each element addresses a different aspect of the framework, defining the policies and standards that need to be adopted. The organisational sub-framework covers the necessary roles and responsibilities The measurement sub-framework covers the means by which data quality will be measured The reporting sub-framework covers the means by which data quality will be reporting back The process sub-framework covers the key processes that tie the other three elements together. Page 6 of 11
1.5. Benefits of the IPL service Some of the benefits of IPL s quality data service are: Reduced campaign and marketing costs Reduced operating costs Improved regulatory and compliance Improved confidence More effective cross selling and up-selling Improved customer relationship Better decision making Foundation for data migration 1.6. Keywords Data quality, data quality management, data quality audit, data quality issue, data quality resolution, data quality metrics, data quality dimensions, data profiling, data defect, data matching, data standardisation, data consolidation, data quality dashboards, data quality process, data governance, data supply chain, business processes, business rules 2. Information Assurance IPL has an information security management system which is independently certified to ISO 27001 by LRQA, who are in turn accredited by UKAS. The scope of the management system covers all of IPL s work. It is not possible to specifically accredit the type of services offered by IPL above at this time as accreditation is required to be specific to a project or function. Any accreditation will depend on the totality of arrangements for the infrastructure, customer processes and IPL s processes for such an engagement and will be advised in the scope of works for the provision of any services. Our portfolio of projects and customers include working with information and systems at all impact levels from IL 0 to IL 6. IPL s secure facilities have been accredited for work by the MoD, Police and government agencies. We also work with clients at their own sites. 3. Back-up and Restore / Disaster Recovery Back-up and restore/ disaster recovery facilities are not directly applicable to the Lot 4 service offered above. The information below explains how back-up and restore/disaster recovery processes relating to service continuity are managed. 3.1. Consulting Services IPL s Consulting Services provide individuals at day rates to customer organisations. Work carried out using IPL s systems is backed up in accordance with our ISO27001 accredited processes and procedures. Work carried out using customer systems will be subject to the customer s own back-up and restore/disaster recovery facilities. Page 7 of 11
3.2. Development Services Where IPL develops applications and services for a customer the back-up and restore/disaster recovery processes will depend on the hosting environment. Where IPL hosts the development, our back-up and restore/disaster recovery processes will be used. These form part of our ISO 27001 accredited processes and procedures. Where hosting is provided by the customer, their processes will apply, although IPL will provide advice if required. 3.3. Service Delivery Where IPL provides a managed service for a customer the back-up and restore/disaster recovery processes will depend on the hosting environment. Where IPL hosts the services applications and data, our back-up and restore/disaster recovery processes will be used. These form part of our ISO 27001 accredited processes and procedures. Where hosting is provided by the customer, their processes will apply, although IPL will provide advice if required. 4. On-boarding and Off-boarding On-boarding and Off-boarding with their associated applications and data, is generally not a commodity service. The activities that must be performed and the skills required will be very different for different instances. The information below describes IPL s approach to on- and off-boarding. 4.1. Consulting Services On-boarding and off-boarding are not applicable to consulting services. 4.2. Development Services Where IPL develops applications and services for a customer, the effort required to integrate any data or existing applications will be included in any costings, on the same basis as any other activities. The transfer of applications and data to another provider will also be costed on the same basis as any other activity. 4.3. Service Delivery Where IPL provides a managed service for a customer, the effort required to take over an existing service, with its applications and data will be included in the costing. The exit planning and transfer to another provider will also be included in any costing. 5. Service Management 5.1. Consulting Services Service Management is not applicable to consulting services. IPL s consultancy services are managed in line with our ISO9001 accreditation, which provides assurance of a high quality service. 5.2. Development Services Service Management is not applicable to the development services. IPL s development services are managed in line with our ISO9001 and TickIT Plus accreditation, which provides assurance of a high quality service. 5.3. Service Delivery IPL s service management is provided in accordance with ITIL and our ISO 27001 accreditation. This provides the assurance of a high quality service that meets the requirements for transparency and audit required by G- Cloud. Page 8 of 11
6. Service Constraints It is not expected that there would be any service constraints for the above services however any would be detailed within the scope of works for the proposed service. 7. Service Levels IPL can offer a variety of service levels and times, these will be advised in response to customer requirements and will form part of any Call-Off agreement. 8. Financial Recompense Model Financial recompense for the Lot 4 services will be related to the actual losses incurred as a result of specific engagement issues. It is not therefore appropriate to provide a generic model. Financial penalties and their calculation will be agreed as part of the call-off agreement together with the specific terms and conditions for this service. 9. Training Any required training provided to customers or other users is usually a bespoke activity based on user needs and ability. Options for training would be advised in the scope of works for any proposed contract. Once an agreeable response has been received from IPL to a requirement drafted by the customer, the customer should supply IPL with a purchase order referencing the IPL quotation number and this framework. As all the services on Lot 4 can be contracted using the SFIA rate card, IPL will issue electronic invoices monthly in arrears for the resources involved during that period, which should be paid within thirty calendar days of receipt of a valid invoice. Any invoices issued will include additional information, such as cost centres or other codes, requested by the customer. For fixed price engagements the invoice will identify the milestone payments due in the month. For other engagements the incurred costs will be identified. All order and invoice information is entered in the mandated monthly management information reports for CCS. 10. Termination terms Termination terms will be as defined in the Call-Off Agreement Terms and Conditions together with those specific to this service. Page 9 of 11
11. Data Restoration/Service Migration Data Restoration and Service Migration, with their associated applications and data, are not commodity services. The activities that must be performed and the skills required will be very different for different services. Where IPL provides a managed service for a customer, the effort required to take over an existing service, with its applications and data will be included in the costing. The exit planning and transfer to another provider will also be included in any costing. 12. Consumer Responsibilities Any customer responsibilities, such as the timely provision of information, facilities or access to key resources, will be identified in the call-off agreement for each engagement. 13. Technical Requirements The technical requirements for this service offered under Lot 4 will be specific to each call-off. 14. Trial Service This service is not available on a trial basis. Page 10 of 11
V1 April 2014 IPL Information Processing Limited Eveleigh House Grove Street Bath BA1 5LR T +44 (0)1225 475000 E cgprocurement@ipl.com