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?