EURIM
Value of Information Subgroup
The importance of information, the current state of play
Data Connects
A Group of LA officers who
champion the more efficient use of customer information have published a range
of reports with assistance of RSe / Tribal, including:
1.
The
business benefits of Customer Data Integration (June 08)
Research into Local Authorities:
-
Key drivers for CDI are
improving service for 96% and value for money for 84%. Other drivers include
NI14 target re avoidable customer contact, increased partnership working /
LSPs etc.
-
But, key barriers are
lack of business buy in to CDI and sharing information and therefore lack of
resources (over 50% of CDI project funded are by IT dept).
-
Having a single view of
the customer is seen as key by 64% of Las, but only 75% do not have it.
-
DQ is recognized as key
by 68% but 70% have no one responsible for it.
-
Identifies wide range of
business operations that benefit from CDI.
-
Benefits to av LA
calculated at £5.4m over 5 yrs,
mainly in cashable savings such as increased revenues and reduced payment
errors.
-
Varying levels of Non
financial impacts also assessed eg improving service, targeting services to
neglected groups.
2. Data
Quality Management in Local Authorities (May 09)
Key Issues:
-
Research into attitudes
to DQ, identification of best practice plus a framework and assessment tool.
Including:
-
Key drivers include
recent high profile failures in Central govt, Baby P etc plus Audit
Commission assessments
-
But no widely adopted
systematic approach to DQ mgt
-
Generally seen as an IT
issue with poor understanding of the wider impacts of poor DQ and main
current applications are to improve external performance reporting (to CLG)
-
Stresses the importance
of LAs focussing on business benefits
-
Benefits of better DQ /
consequences of not having it – see report 1 above ie poor customer DQ alone
costs the av LA > £1m pa.
-
Breakdown
of DQ quality by area eg revenue collection vs Social Services etc
|
