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Event: DDMA Data Quality Awards 2010
Spreker: Mark Humphries – Essent Belgium
Datum: 14 oktober 2010, Klooster NoordwijkDatum: 14 oktober 2010, Klooster Noordwijk
www.ddma.nl
Project Dynamo
Data Quality : delivered �
Our business
� We buy energy from the wholesale market
� We sell energy to the retail market
� Selling price – purchase price
� gross profit� gross profit
� We collect transport, distribution
and taxes
� That´s all we do
Data fuels our business
We collect information
We update information when it changes
We process information correctly
Data Quality :
“getting the data right”
Context
•0 customers in 2002•80k customers in 2006•240k customers in 2007
Rapid growth of the business
•High maintenance costs•Poor integration
Complex application environment
•Poor integration•Unnecessary complexity
•Poor data quality•Downstream errors
Lack of controls
•No support for process integration•Inconsistent way of working•No structured exception handling
Transaction based applications
Objectives
Objectives : - Simplification and automation of processes- Focus on error handling- Increased data quality- Support for new market processes (MIG 4.0, SEPA, …)
# Principle Aim
� Customer central The customer is the starting point for all processes� Customer central The customer is the starting point for all processes
� First contact resolution Respond to customers’ needs in one contact
� First time right Eliminate errors
� EmpowermentDelegate responsibility by giving employees the tools and the information they need to act
SimplifyReduce costs by eliminating unnecessary complexity
The business case
Annual cost of poor data quality
Investment in Data Quality + Migration
Customer data 235 DQ & Mig Platform 398
Contract data 748 Customer data 221
Billing 124 Master data 46
Forecast & purchasing 240 Referential Integrity 20Forecast & purchasing 240 Referential Integrity 20
Business Incidents 179 Products & tariffs 58
Validation on input 119
Software & data 316
Hardware 100
Total 1.526 Total 1.278
All amounts in k€
Customer number 67635725
Name Francoise Declerc
Date of birth 5/7/1969
Address Rue Du Chene 12
The power to shock
Customer number 67268392
Name André Richard
Date of birth null
Address Rue Georges Simenon 74680 Hermée
Customer number 67256292
Name Andre Richard
Date of birth 15/3/1971
Address Rue du Chêne 124680 Oupeye
customermoves
newcustomer
Address Rue Du Chene 124680 Hermée
EAN 541456700000827610
Address Essent Rue Georges Simenon 74680 Hermée
Address DGO Rue Georges Simenon 74680 Oupeye
EAN 541456700000672615
Address Essent Rue Du Chene 124680 Hermée
Address DGO Rue du Chêne 124680 Oupeye
11
Cleaning for Dynamo
AxaptaBack Office
DQ & MigrationMecomsDynamo
extract
data pump
correctupdate insertscriptsexport
manual cleansing
WDM GraydonAccess Register
DNB Snapshots
Customer Installation
Tools
Data
Road 65Human Inference
Validation of addresses
Phonetic suggestion is correct
Phonetic suggestion is wrong
Person or organisation?
Residential / Tariff
Cust Group B2B B2C Total
VAT number B2B B2C B2B B2C
B2B
B2B 551 20 4 575
B2C 3.444 115 8 6 3.573
B2C
B2B 14 2 68 115 199
B2C 4 41 5.909 5.954
Total 3.462 709 6.005 125 10.301
� 3.444 B2B with no VAT number� 5.909 B2C with B2B tariff
No change needed 3.444
Automatic change (3 - 1) 6.656
Investigation needed (2 - 2) 201
Profiles and Meter Readings
Calculating the monthly advance
0
0,02
0,04
0,06
0,08
0,1
0,12
0,14
0,16
0,18
0,2
1 2 3 4 5 6 7 8 9 10 11 12
Elec S21
Elec S22
Gas S31
Gas S32
Month Flat SLP Flat SLP Budget
SLP S31 Gas
EAC 30.000 kWh/year
Price 0,05 €/kwH
Synthetic Load Profilesfor 2010
1 2 3 4 5 6 7 8 9 10 11 121 125,00 271,41
2 125,00 231,30
3 125,00 210,39
4 125,00 104,19 125,00 104,19 39,35 Contract start
5 125,00 40,46 125,00 40,46 39,35
6 125,00 20,55 125,00 20,55 39,35
7 125,00 15,95 125,00 15,95 39,35
8 125,00 15,58 125,00 15,58 39,35 Meter reading
9 125,00 30,30
10 125,00 102,57
11 125,00 195,49
12 125,00 261,81
Total 1.500,00 1.500,00 625,00 196,73 196,75
Migration validation
Transformation
116 steps
Loading
75 steps
Total fallout
0,2%
>500 validations
>1600 validations
It’s not all good news
• Organisations that had a social tariff have lost it• An order of nuns received a large correction bill
Social tariff is reserved for private persons
A person must have a first name
• Despite cleaning we still have customers called “.”• De Konink is all we have
A person must have a first name
• Sometimes the correct address has no house number• ‘t Frituurke - Arenbergplein
House number is mandatory
What now?