Copyright © 2011 Sallie Mae, Inc. All rights reserved.
DAMA DayWashington, D.C.
September 19, 2011
AN OVERVIEW OF THE SALLIE MAE
DATA GOVERNANCE PROGRAM
8/29/2011
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
SALLIE MAE BACKGROUND
► Sallie Mae is the nation’s leading provider of saving, planning and paying for education programs
► Since its founding more than 35 years ago, the company has invested in more than 31 million people to help them realize their dreams of higher education
► Sallie Mae manages $236 billion in education loans and serves 11 million student and parent customers
► Through its Upromise affiliates, the company also manages more than $27 billion in 529 college-savings plans, and is a major, private source of college funding contributions in America with more than $575 million in member rewards
► Sallie Mae is a Fortune 500 company with 8,000 employees in 16 locations nationwide
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Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
DATA GOVERNANCE AND DATA QUALITY:
THE FOUNDATION FOR BUILDING SALLIE MAE BUSINESS
3
Operational Alignment Initiatives
Business Objectives
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ENTERPRISE DATA MANAGEMENT
STRATEGY AT SALLIE MAE
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Data Governance
Data Ownership Data Stewardship Data Quality
Metadata Management
Repository Standards Processes
Data Architecture & Design
Business Context Model
Conceptual Data Model
Logical Data Model
Physical Data Model
Provides the creation of management structure for policies and rules governing enterprise data
Implement necessary tools to automate process
Provides documentation of all aspects of the business and technology components of enterprise data
Includes repository building, defining standards, architecture, maintenance process, tool selection & implementation
Design, development and maintenance of data models at the business context, conceptual, logical and physical level
Represents the data entities, their relationships, attributes, structure and usage
Provides capabilities to support comprehensive EDM services
Data Management Services Definition
Mapping & Conversion Synchronization Exception Handling Performance Mgmt
Replatforming Integration Movement Matching
Consolidation Quality Analysis Transformation
Backup & Recovery Security Testing Support Access
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
Enterprise Data Definition
Data Architecture
Data Governance
LAYING THE FOUNDATION FOR
DATA GOVERNANCE
5
EDD Project
March - July 2006
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ENTERPRISE DATA DEFINITION – APPROACH
6
Both
“top-down”
and
“bottom-up”
approaches
to leverage
existing
informationPhysical Database Structure
(Detailed Level)
E.G., Borrower table & associated columns
To
p D
ow
n Botto
m U
pConceptual Data Model (Abstract Level)
E.G., Borrower, Organization, Loan
Logical Data Model (Business Level)
E.G., Borrower Address, Borrower Phone,
School, Lender, Guarantor
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
EDD – CONCLUSION
1282
363
0
200
400
600
800
1000
1200
1400
Pre-Engagement Post-Engagement
Entities
7
21218
3127
0
5000
10000
15000
20000
25000
Pre-Engagement Post-Engagement
Attributes
Total in-scope physical entities reduced by 71% Total in-scope attributes reduced by 85%
Entities Attributes
► 4 Month Effort (March through July 2006)
► Why so quick?
Centralized Data Management team
Repository based data modeling tool
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
CHANGE IN MARKETING STRATEGY
2006
8
Moving from institution based marketing (schools, lenders) to consumer based marketing
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
DG/DQ PROGRAM TIMELINE
9
Pilot Project:
7 DEEDD Project
March - July 2006
August – October 2006
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
BUSINESS QUESTIONNAIRE -- SAMPLE
Course of Study Our Business Unit:
Our Pain
When our group accesses these
fields using the following system
(e.g., CLASS, Eagle II, CDDB)
we experience the
following problems
which we assume are a result
of the following root cause
Our Input
Our group updates this
data using the following
channels
many
times/day once/day once/week once/month
less
frequently
(website, call center, etc.)
We review the quality of
this data
many
times/day once/day once/week once/month
less
frequently
using the following
methods
Our Understanding of Issues
strongly
disagree disagree not sure agree
strongly
agree
We don't know whether active capture of course of
study is occurring
We don't know whether this data is required or variable
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Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
DEMONSTRATED BUSINESS VALUE FROM DAY ONE
► DG Pilot project
Increased revenue by $2.4M for the first two years based on an estimated increase of $50M in loan volume
Eliminated costs of $4.8M spent on letters/postage that were replaced by email campaigns
► Don’t be a solution waiting for a problem, find the problem and be the solution to it!
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DG/DQ PROGRAM TIMELINE
12
DG Program
Implemented
DG Program
Design
Pilot Project:
7 DEEDD Project
March - July 2006
November 2006–March 2007
August – October 2006
April 2007
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COORDINATION AND COOPERATION
► The ability to get the right people together to make decisions and agree on effective action regarding Sallie Mae’s data is never easy
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In a complex environment it can feel…IMPOSSIBLE
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MAKING DECISIONS AND TAKING ACTION
► Fortunately, for data-related issues, Sallie Mae has in place:
A process to
• Make decisions
• With appropriate representation (from LOBs, teams, etc.)
• And knowledge (access to subject matter experts in business, data, and IT)
So they can
• Resolve issues
• Implement effective changes
• Avoid unexpected consequences
• Communicate actions
14
Cutting through the red tape
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
DATA GOVERNANCE AT SALLIE MAE
► Data Governance is a discipline, a program, and a key component of the Sallie Mae Enterprise Data Strategy
► Data Governance occurs where Business, IT, and data intersect and includes proactive, reactive, and ongoing efforts
15
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
DATA GOVERNANCE COOKBOOK
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► The Data Governance Program is defined in a Data Governance Cookbookwith an introduction and nine modules Policy Organization Process Office Administration Organizational Alignment Communications Data Quality DG and SMPAL Business Benefits
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
GOVERNANCE MATURITY LEVELS
FOR SALLIE MAE DATA
► Sallie Mae adopted a Governance Maturity Model to describe the levels of maturity for its enterprise data
► This model began with best practices from the Data Governance Institute, then was customized to the unique Sallie Mae environment
► This model describes data that is:
Level 0 - Ungoverned Data
Level 1 - Modeled Data
Level 2 - Repository Data
Level 3 - Standardized Data
Level 4 - Standardized with Known Issues Data
Level 5 - Matured Data
17
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
THE DATA GOVERNANCE STRATEGY DEFINED
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SALLIE MAE DG/DQ SERVICES
WHO’S WHO?
Business and IT Senior ManagementIT Sponsor
Business Sponsor
Enterprise Data Management (EDM) Strategy
Data Governance Council
Barbara Deemer and other LOB
representatives
Data Quality Services (DQS)
DQ Core Team
Splits into working groups
Data Governance Office (DGO)
Michele Koch
Data GovernanceData Governance
Subject Matter Experts (SMEs)
Business
Subject Matter Experts (SMEs)
Data
Subject Matter Experts (SMEs)
IT
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Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
HOW DG WORKS
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Identify IssuesResearch Issues
Make Decisions and Take Action
•
Track and Communicate Progress
DG
Council
Business
IT
Project
Teams
DGO
Management
DQS
Other Subject
Matter Experts
(SMEs)
(Business,
Data, and IT)
DGO
DGO
DG
Council
LOB reps
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
ProjectTeam
Data Modelers
DataArchitecture
DataStewards
Data Governance Office (DGO)
Update
watch
list
Provide status
to
stakeholders
Trigger
Add
project
to watch
list
Send FYI to
Stewards
and
Modelers,
ask PM to
include
DGO on
stakeholder
and
participation
lists
Trigger
Trigger
Trigger
1. Project Initiation
Invoke Data
Governance in
response to
triggers:• EA
Assessment• Knowledge
that Enterprise Data willbe impacted
2. Technical Design
Invoke Data Governance during or before
SD-3 Perform Technical Design
Update Metadata
Repository if needed
Perform
modeling
On
watch-
list?
Update
DGO
N
Modeling
issues?
resolved?
resolved?
Help
resolve
N
N
Y
Y
Y
3. Issue Resolution
Use Data
Governance
to escalate
and resolve
issues
Determine how the Data Governance
Program fits into your SDLC
IDENTIFIED HOW GOVERNANCE INTEGRATED
WITH OUR SDLC
21
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
THE PERFECT STORM
2007-2008
22
Sale of Sallie Mae falls through
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SOME BUMPS ALONG THE WAY
► Communication is key when you encounter obstacles
23
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ROAD TO RECOVERY
24
Progress continues but at a slower pace without additional staff
Leveraged new enterprise initiatives to show the value of Data Governance
Used an audit to re-seed the DG council and gain support for additional funding
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
HEALTH CARE REFORM
2010► FFELP student loan program is abolished
80% of our ability to originate new assets is lost!
► Time for some tough decisions
While competitors closed their doors, we aggressively
targeted new products and new customers
25
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COMPANY TRANSFORMATION
► Executives had
confidence in the data
needed to make
decisions to move the
company forward as a
result of strong Sallie
Mae data
management and DG
programs
26
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
STRONG BUSINESS/IT PARTNERSHIP
► Data Governance Office = 3
► Data Quality Services Team = 3
► Data Governance Council
Lines of Business = 18
Business Data Stewards = 23
► Business SMEs = 18
► IT SMEs = 25
► Data SMEs = 2
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Enterprise Participation
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
GREAT STAKEHOLDER CARE
► Serve in a “Trusted Broker” position in all dealings with stakeholders
► Ensure that members of senior management and the DG Council are made aware of potential impacts of decisions put before them
► Arrange for mentoring or coaching of stakeholders as required
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METRICS
Capture as you go!
29
Launch Internet Explorer Browser.lnk
Pilot project metrics:
• Industry standards and publications
• Interviewed business areas
DG Program metrics:
• Determine business value
• Define reporting categories
• Determine how to track data issues
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
WHAT A DG/DQ PROGRAM DOES FOR
SALLIE MAE
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Increase Revenue Facilitate Private
Credit products
speed to market
Increase volume
available for the PUT
process and trusts
Improve servicing
performance for Dept
of Ed contracts =
increased Sallie Mae
volume percentage
awarded
Manage Cost and ComplexityEliminate data
reconciliation efforts
and workarounds
Reduce operational
servicing costs
Implement enterprise
architecture
improvements (e.g.
SOA, person
matching)
Reduce Risk and Support Corporate ComplianceImproved risk
management and
corp. compliance
through DQ and
standardization
Reduce audit
findings due to
inaccurate or
inconsistent data
Improve
identification and
documentation of
identity fraud
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
Categories for DG Program metrics
Data Standardization
33%
Data Quality37%
Metadata Support
5%
ProjectSupport
11%
MDM14%
DG REPORTING CATEGORIES
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DOCUMENT BUSINESS VALUE METRICS
► Implemented resolutions for 77% of the data issues since DG Program inception
► Utilized proven techniques for quantifying business value
► Linked business value calculations to financial statement categories
32
Goal:
Focus on solving business
problems while always keeping
your eye on delivering a first rate
DG Program
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
COMMUNICATION
Key is regularly and consistently!
► Easy to focus on the day-to-day activities, must focus on communicating the wins and payback
33
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
1
2
3
METHODS OF COMMUNICATION
Decision makers for boundary
spanning data issues
Meets every other Tuesday
Meeting agenda and supporting
documentation posted on web
and sent prior to the meeting
data_governance/dghome
Calendar of meeting dates
Meeting agenda and minutes
Participant list
DG issue reports
Documents and presentations
Meeting archives, DG news and
announcements
Use to send information on new
data issues, pose questions,
comments, and concerns
Mailbox goes directly to:
DGO Program Director
Chief Data Steward
DGO Assistant
34
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
TYPES OF COMMUNICATION
► Mission and value statements
► Elevator speech
► Slogan/Logo
► Status Reports
► Dashboards
► Presentations
35
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
DG/DQ PROGRAM TIMELINE
36
DG Program
Implemented
DG Program
Design
DQ Program
Design
Pilot Project:
7 DEEDD Project
DQ Program
& Pilot
Implementation
Monitor data
Focus on
root cause &
prevention
March - July 2006
October-December 2009
November 2006–March 2007
July 2010 -Present
August – October 2006
April 2007January – June
2010
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
Data Quality Services
The DQ Program:
• Develops DQ management as a
core competency
• Improves DQ throughout Sallie
Mae
The DG Program:
• Provides guidance,
prioritization, and
decisions for DQ
activities
• Oversees resolution
of DQ issues
THE DATA QUALITY PROGRAM AND DG
37
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
KEY DG/DQ ENGAGEMENTS
► Reconciliation projects for Finance
► Loan Acquisition Conversions
► EDW Support
► MDM Support
► New project support
► Metadata support
► Training on DQ tools
► Consulting to teams
38
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
HOW THE DQ PROGRAM SHOWS VALUE AND
PROGRESS
► Three categories of metrics are reported
State of Data Quality
Business Value from Data Quality
Data Quality Program Performance
► For each category, a dashboard level status is summarized from detailed reports
► Drilldown information is included as appropriate for the specific metric
39
Dashboard
Drilldown
Detail
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
CONTINUING TO SHOW BUSINESS VALUE
40
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
NEXT STEPS
41
► DG program must evolve and grow as Sallie Mae continues to redefine itself and expand into new product areas
► Continue to move from reactive to pro-active
► DG/DQ become integral to our core business processes as the environment gets more complex
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
LOOKING AHEAD
► Need to maintain data governance vigilance in order to ensure customer satisfaction and data quality
42
Copyright © 2011 Sallie Mae, Inc. All rights reserved.Copyright © 2011 Sallie Mae, Inc. All rights reserved.
► For further information, please contact
Michele Koch
703-984-6601
QUESTIONS?
43
Data GovernanceData GovernanceSolving boundary-spanning issues
by pulling together the pieces of the data puzzle.
Data GovernanceData GovernanceSolving boundary-spanning issues
by pulling together the pieces of the data puzzle.