Customer Privacy Metric Program Overview Presentation Title Customer Privacy Metric Program Overview Dan Swartwood Data Privacy Officer, HP

Agenda The danger of metrics What are metrics Benefits of Metrics Interesting privacy Stats Types of metrics Setting up the metric program Challenges faced Planning a metric program Coordination/Testing What we decided on Current Metrics Used Summary January 1, 2019

The Danger of metrics What some metrics efforts can become I just know there is a metrics justification is in here somewhere….. January 1, 2019

What are metrics? Measures of key performance indicators. A tool used to assess the impact of a particular project or activity to measure the extent of whether objectives and goals have been achieved. Usually numeric (incidents declined by 25%), but can be qualitative (improve customer satisfaction levels). January 1, 2019

Benefits of metrics Ability to measure the extent and cause of privacy incidents to prevent recurring problems. Issues are quickly identified – usually before they are major problems. Quickly and easily shows value of the organization. Identifies if we are meeting objectives and goals. Provides trend analysis to further help us define areas needing improvement. January 1, 2019

Customer privacy metrics must help monitor compliance and measure organizational performance.

Interesting privacy statistics……. Online Americas Surveyed on February 24, 2004 56% say protecting PII is their greatest concern when online 59% worry that web sites are collecting information on them without their knowledge 64% fear their information is being sold to other companies 71% say companies should ask their permission before collecting and using PII. Data Source: National Consumers League January 1, 2019

More interesting privacy stats……. By 2006, 20 percent to 30 percent of Global 1000 enterprises will suffer financial exposure because of mistakes in customer privacy management (0.7 probability). Gartner By 2006, a large enterprise's typical costs to recover from mistakes in customer privacy management will range from $5 million to $20 million (0.7 probability). Gartner Now the hard part………. SO WHAT!! Data Source: Radicati Group January 1, 2019

HP’s Customer Privacy Metric Program January 1, 2019

What challenges did we face? Finding out what was important to management Identifying and defining what we wanted to track and the associated rules and processes Developing the databases to support the metrics Timely updates to the database Implemented an internal SLA Weekly reports out on outstanding incidents, consultations Presenting the metrics in an informative and meaningful method demonstrating value Analyzing and acting on the information January 1, 2019

Setting up our metric program Identified what we wanted to track by answering these questions: Who is the audience? What do they care about? Is the data useful and meaningful and tie to their/our business objectives? What will we gain by tracking this information? How and what will we measure? How often do we want to report on this information? What will we do with the information? January 1, 2019

What did we do next?? Validate the plan with management Develop documentation to expand on the metrics Develop databases Train the team Communicate to the extended global team Start a pilot effort Validate the pilot Expand to full metrics effort January 1, 2019

Types of HP customer privacy metrics Training and Awareness Performance Compliance Consultations Customer Satisfaction Web Competitiveness / Benchmarking Incidents January 1, 2019

Current metrics Used Source Description Metric Timing Consultation DB   Source Description Metric Timing Consultation DB Consultations # Contract consultations received Weekly # Program consultations received Annual direct revenue impact ($) Annual indirect revenue impact ($) # Potential customers impacted Monthly Delta (+/-) based on previous month/qtr % Change (+/-) based on previous month/qtr Total # of consultations received January 1, 2019

Current Metrics Used         Consultation DB Consultations % Change (+/-) based on previous month/qtr Monthly Consultation DB Consultations # External consultations received Monthly Consultation DB Consultations Delta (+/-) based on previous month/qtr Monthly Consultation DB Consultations % Change (+/-) based on previous month/qtr Monthly Consultation DB Consultations # Internal consultations received Monthly Consultation DB Consultations Annual direct revenue impact ($) Monthly Consultation DB Consultations Annual indirect revenue impact ($) Monthly Consultation DB Consultations # Potential customers impacted Monthly January 1, 2019

Current Metrics Used CRM - TCE Survey % Commercial Customer Sat on privacy Monthly CRM –TCE Survey % Consumer Customer Sat on privacy Annual Incident Tracking DB Emails # Received for current month/qtr Monthly Incident Tracking DB Emails Delta (+/-) based on previous month/qtr Monthly Incident Tracking DB Emails % Change (+/-) based on previous month Monthly Incident Tracking DB Opt-Outs # Received for current month/qtr Monthly Incident Tracking DB Opt-Outs Delta (+/-) based on previous month/qtr Monthly Incident Tracking DB Opt-Outs % Change (+/-) based on previous month Monthly Incident Tracking DB Opt-Outs # Received Weekly Incident Tracking DB Emails # Inquiries received via Privacy Mailbox Weekly Incident Tracking DB Escalations # Escalations closed Weekly Incident Tracking DB Escalations # Escalations work in progress Weekly Incident Tracking DB Escalations # Escalations received Weekly Incident Tracking DB Customer # Customers impacted (Escalations) Weekly Incident Tracking DB SLA Avg. # of days to resolve escalations by BU Qtrly Incident Tracking DB Postal Mailbox # Received for current week Weekly January 1, 2019

Current Metrics Used  Incident Tracking DB Escalations # Received for current month/qtr Monthly Incident Tracking DB Escalations Delta (+/-) based on previous month/qtr Monthly Incident Tracking DB Escalations % Change (+/-) based on previous month/qtr Monthly Incident Tracking DB Escalations # of customers impacted Monthly Incident Tracking DB Escalations Delta (+/-) based on previous month/qtr Monthly Incident Tracking DB Escalations % Change (+/-) based on previous month/qtr Monthly Internal Web-Site   # of hits to our home page Monthly January 1, 2019

Current Metrics Used Web Privacy Statement Link # of web pages that do not contain a link to HP's privacy statement Monthly Web Privacy Statement Link % of errors based on total pages scanned Monthly Web Privacy Text Search # of web pages that do not contain the appropriate text search word/phrase Monthly Web Privacy Text Search % of errors based on total pages scanned Monthly Web Web Beacons # of web pages that contain a web beacon Monthly Web Web Beacons % of errors based on total pages scanned Monthly Web Cookie Expiration # of cookies with an expiration date of < 10 years Monthly Web Cookie Expiration % of errors based on total pages scanned) Monthly Training DB Functional # of Presentations Monthly Training DB # of employees/contractors trained Monthly January 1, 2019

In Summary Find out what Mgt cares about Not easy to get started Start small Test Modify Train Communicate Reevaluate January 1, 2019

Q & A January 1, 2019