] Joan R. Ward, Excellus BlueCross BlueShield Amy Clark, Excellus BlueCross BlueShield Ina Mutschelknaus, SAP

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Orange County Convention Center Orlando, Florida | May 15-18, 2011

Information Governance in Insurance: How to Establish

your Organization, and How to Grow in Smart Ways

Joan R. Ward, Excellus BlueCross BlueShield Amy Clark, Excellus BlueCross BlueShield Ina Mutschelknaus, SAP

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Words Tell, Stories Sell…

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Learning Points

Learn how to prove the value of Data Governance to your organization.

Learn how to apply Data Governance principles to your projects.

Learn how SAP tools support your Data Governance initiatives.

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Agenda

Overview

How Data Governance applies to

insurance.

Selling the value of Data Governance at Excellus.

Real Experience. Real Advantage.

Governance at Excellus.

How data quality tools can help you scale your mountain of data.

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About Excellus, a Lifetime Healthcare Company

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What is Information Governance and Data Governance

Information Governance is a management process providing oversight

to ensure successful execution of your data initiatives.

Data Governance is the process of managing data quality by focusing on

root cause analysis and policy recommendations.

Excellus Data Governance Core Competencies:

Data Governance Process Design and Execution

Data Quality Performance Metrics

Metadata Strategy Development and Execution

Metadata Repository Selection and Management

Metadata Repository Content Management

Corporate Data Standard Definition

Data Quality Consultation and Analysis

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Is the Suspense Killing You?

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w/2dys tek & txtng free4m txt cld b a prb

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Everyday Information Impacts Projects

Identify members/groups/providers across systems

Identify health benefits that fit in a specific geographical area

Identify health benefits that fit in a specific group

a specific group

Compliance with our Association on geographic servicing areas

and branding rules

Accurate address locations is necessary for all types of areas

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How Data Quality Evolved at Excellus

Sell to Management

Corporate Resources Assigned

Re-org.

Sell to NEW Management

Re-org.

Sell to NEW Management

Are you starting to see a pattern here?

Then it finally happened!

SENIOR MANAGEMENT SUPPORT!!!

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Dimensions of Data Governance

Enterprise Resource Enterprise Resource Management Principles Management Principles Data Management Data Description Data Description Data Structure Data Structure Data Architecture Data Architecture Data Access Data Access Data Privacy Data Privacy Data Availability Data Availability

Data Resource Framework*

Real Experience. Real Advantage. 12

Principles Principles Cooperative Management Cooperative Management Business Integration Business Integration Data Quality Data Quality Data Documentation Data Documentation Data Security Data Security Data Use Data Use Based on:

Data Sharing Using a Common Data Architecture

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Alignment or Connect the Dots

Data Data Business Process Engineering Business Process Engineering Business Process/Data Owners & SMEs Business Process/Data Owners & SMEs Service Service IT Enterprise IT Enterprise HPLT and Transformation Leadership HPLT and Transformation Leadership

These are the Integration Points . . .

right at the source.

Data Governance Data Governance Service Request Service Request IT Enterprise Architecture IT Enterprise Architecture Configuration Configuration Conversion Conversion

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Areas that Support Data Quality: Closed-Loop Process

Theme

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The Process that Delineates the Responsibilities

Communicate Solution Communicate Solution Triage Data Item Triage Data Item Prioritize Data Item Prioritize Data Item Identify Data Item and submit SR Identify Data Item and submit SR Identify Data/Theme Identify Data/Theme Close SR Close SR R e q u ir e m e n ts A n a ly st s R e q u ir e m e n ts A n a ly st s D a ta Q u a lit y C o m m it te e D a ta Q u a lit y C o m m it te e R e q u e st e r R e q u e st e r Review / Approve Review / Approve

Solution Solution Data Item Data Item Perform Data Workgroup Process Perform Data Workgroup Process Implement Technical Solution Implement Technical Solution Data/Theme Owner Data/Theme Owner Define Solution Define Solution D a ta Q u a lit y C o m m it te e D a ta Q u a lit y C o m m it te e D a ta /T h e m e O w n e r D a ta /T h e m e O w n e r D a ta T ru st e e D a ta T ru st e e D a ta G o v e rn a n ce D a ta G o v e rn a n ce Perform Metadata Management Perform Metadata Management Implement Business Solution Implement Business Solution Perform Data Profiling Process Perform Data Profiling Process Approve Solution Approve Solution

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DATA GOVERNANCE OF COURSE!!!

If you don’t have the time

to do it right the first time,

When will you find the time

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Benefits of Data Governance at Excellus

Improve Provider Remittance Process.

Internal teams were coordinated to follow the process.

Understanding why correct data

entry is important.

Monitoring the data has significantly

Monitoring the data has significantly reduced the amount of errors and therefore the maintenance for the Business Areas.

That area is now spreading the word of how great our automated Data Quality process is, throughout Excellus.

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How to Start Building Your Governance Organization

Get Senior Management’s Attention

Find a hard ROI or a strategic project to start with.

Focus on the process and the people…technology comes later.

Understand what you have in-house (people and technology) before you start searching outside.

Persistent communication and networking at all levels.

SLAs, business quality metrics, and process metrics.

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I can teach a monkey how to operate a PC.

I can’t teach a monkey 30 years of business experience.

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SIPOC

Suppliers: provide inputs to the process. Whose help will we need?

Inputs: define the material, service and/or information which are

used by the process to produce the outputs. What resources will we need?

Process: is a defined sequence of activities, which usually adds value

to inputs, to produce outputs for the customer. How do we work to produce the products and services? Should be described in "who"

to produce the products and services? Should be described in "who" "does what" format

Outputs: are the products, services, and/or information that are

available to the customers. What outputs do we provide to fill the customer's need?

Customers: are the users of the outputs produced by

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How Do You Measure Your Results Metrics

How many fields do you have to profile and how many are in

monitoring stage?

If the field is a required field, is there no longer NULL values represented?

If a field requires specific values, is

A+

If a field requires specific values, is there anything else in the field

besides those values?

Do all your mailing addresses pass through the USPS DPV directories without errors?

A+

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Just How Big Does The Technology Have to Be

In 2010, we distributed 27,274,200 pieces of USPS mail.

(This does not include UPS, packages, etc…)

Excellus BlueCross BlueShield’s Corporate Headquarters

is the second largest mail distribution center in the Rochester area.

(This does not include UPS, packages, etc…)

Of that mail, 256,125 pieces were returned costing Excellus approximately $89,640 in postage and supplies alone.

50% of that mail was able to be sent out again with corrected address information. Costing us approximately $44,821 in postage and

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How To Use Technology To Scale Your Efforts

Source evaluations.

Take a look at what you are trying to accomplish.

Look to the past, present and future.

Focus on what you are

trying to accomplish and the many areas it will impact.

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Know, Decide, Act

Surround business initiatives with end-to-end data governance

Govern the creation, propagation and use of data

… ensure excellence at each stage of the business process … adhere to compliance and regulatory requirements

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SAP Technology Enablers

On-boarding Off-boarding Spe nd Information Steward Information Steward Data Services Master Data Management

Active use

Information Governance Maturity Assessment Data Quality Health Checks

Off-boarding

Spe

nd

Time

Information Steward Data Quality Management Data Services Data Migration Services Event Insight Information Lifecycle Mng Extended ECM

Master Data Management Master Data Governance Business Process Management Business Rules Management RapidMarts Data Federator Document Access Extended ECM Archiving Information Lifecycle Mng. Governance

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Data Governance Steps Used at Excellus

Data Issue Tracking

Data Interviews

Profiling Methodology

Corporate Support

Data Monitoring

To get to the top,

takes teamwork.

One step at a time.

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Key Learnings

Senior Management support to enforce policies is KEY!

Choose either a hard ROI project or a strategic project that will get people’s attention.

Establish high levels of quality for key

Establish high levels of quality for key data elements, facilitated by Data

Quality Management.

Establish profiling methodologies for root cause analysis, facilitated by

Information Steward.

Capture key metrics and evangelize, evangelize, evangelize.

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Thank you for participating.

Please remember to complete and return your evaluation form following this session.

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SESSION CODE: 910

For ongoing education in this area of focus, visit www.asug.com.

joan.ward@excellus.com

amy.clark@excellus.com

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EIM Solution Architecture for BI

A guide to help customers leverage the full potential of SAP EIM solutions for BI

Building on the huge success of the BI Solution Architecture SAP has created a similar guide for EIM

The EIM Solution Architecture for BI Guide will:

Provide an end-to-end view on how to leverage and deploy SAP EIM solutions to support your analytics and business intelligence strategy Discuss how to incrementally execute this strategy along a clear growth

Discuss how to incrementally execute this strategy along a clear growth path, realizing added value along every step

Propose typical deployment patterns based on best practices and real-world project experiences

Target Audience

Anyone interested in learning how SAP‘s EIM solutions can be best leveraged while implementing an analytics & business intelligency strategy

To learn more about the EIM Solution Architecture for BI please go to